Zhiyun After Sales Service (Repair) Review
Below will the story of the process on how I get my Zhiyun Weebill Lab repaired.
Problem: Zhiyin Weebill Lab Follow button completely not responsive. Unable to change mode or even go to Follow mode.
Backstory: I love good deals and bargains. I mean who doesn’t? I like to buy my gears or equipment from its place of origin as it is cheaper and original. How much cheaper, and is it worth the trouble? I would say yes it is. I reside in Singapore so I pre-ordered the first batch of Zhiyun Weebill Lab at Taobao and sent to my friend’s office in China. (Save shipping)
Here I will describe the process I went through to get my Zhiyun Weebill gimbal repaired.
After I found out that my follow button does not work after pressing it, I drop Zhiyun support a message on their Facebook page. As it was Friday night, the support was closed and will reopen only on Monday (Operating hours is from 9am-6pm Monday to Friday; they are close on Saturdays and Sundays.) , so I waited till Monday 08/04/2019 12pm but still haven’t got a reply. I decided to find other means of communication to get to them.
Went to website and decided to try on the after sales Whatsapp.
Have no news after a few hours and then I notice an Online Help button. After sending a message I got a reply almost instantly asking me to send in a video of the problem. Uploaded the video and got more replies asking me to describe the problem and they tried to troubleshoot.Problem not solved after an hour so the comment was thanks for your feedback, will relate to a colleague to check. After that there is no reply (Even days or weeks after no reply.).
Whatsapp aftersales decide to text back the next day asking for a video reference so I sent them the same video. Reply was instantaneous asking where and when I bought the gimbal and if I have updated to the latest firmware. After the conversation, they told me that I have to RMA the gimbal to Hong Kong as it is the nearest station to me (I am based in Singapore).
I sent it in the next day 10/04/2019 via DHL Express and they received it on 11/04/2019. Cost of sending over is covered by me. They told me servicing will take 7-15 days, so i waited till 24th April 2019 to check on it asking for updates. Still no reply so I tired again on the 25th April 2019. They replied after a few minutes telling me that they will check with the HK station. No news at all, no reply whatsoever so I check with them on the 26th and 30th April. They finally replied on 2nd May 2019 telling me that they need to deliver back to factory and then to me so I will be able to get it in 3 days. Fingers cross when I will receive the gimbal. Will update as soon as I got it back.
Got my gimbal back on 05/10/2018 but with additional scratches and no more in pristine condition. But it works. Delivery charges were covered by them this time.