I sent in my Mavic which had a focus issue, they assessed it and repaired it under warranty. Today I opened the box for what I thought was my Mavic but instead it was someone else's with videos from the previous owner on the Sd card and the gimbel and lens was also scratched. I don't understand how no one bothered to check what aircraft they sent me or maybe they tried to cut corners or save costs by trying to send me a Mavic that was previously returned.

Now I need to waste more time and send this Mavic back and hope that I don't receive a damaged one again.

This is pretty poor. I dread ever having an issue because of crap like this. I take very good care of my equipment and if I were to receive something like this in return I would be outraged. Even worse, they still had the previous owners information on it. What kind of amateur hour is this? Mistakes happen, but this is especially dumb. In my opinion they should be overnighting you another Mavic.

Unbelievable man... I feel for you..Not only DJI should give you a  NEW DRONE but throw in couple of batteries and care refresh for their UNPROFESSIONAL and UNACCEPTABLE SERVICE!

Yeah that is just terrible.  It makes me want to reconsider my upcoming order of a Mavic on principal.

I had a focus issue with my Mavic Pro as well. It was a softness on the left side of the image. Other than than that, it worked perfectly. I tried everything DJI said to do to remedy the problem, but nothing worked. So I sent it in for repairs. The progress report said it had been assessed, fixed, quality assurance checked and sent back. What I got was a different (new) Mavic Pro. This one had an excellent camera but the gimbal was doing weird things. So, back to DJI with that one. Progress again said the same thing "repaired". What I got back was a different (looked new) Mavic with worse gimbal problems. So, I'm sending this one back. I've now had three Mavic Pros now, all with issues. Whoever DJI uses to manufacture their camera/gimbals needs to be fired!

I have to say, though, that my experience with DJI customer service has been very good. They are patient and nice. The best way to get help is to contact them via online chat. Also, turn around time for the replacements was one week or less. Keep in mind that I do live about 2-1/2 hours drive from the DJI service facility in Cerritos, CA and no, they wouldn't let me take it there for repairs.

For me, I hope the fourth Mavic will be a winner!
Good luck to you. I hope you get a good one on your next attempt!

I guess this 'replace with someone elses drone' is a US only policy?

Apologies for the inconvenience first. I have checked the case status, our colleagues have checked and didn't find the above issues. I'm not sure whether it was caused by logistics. For now, I also suggest you to send it back for a fully check and confirm.

Update, after looking through the videos from the previous owner. I found the video that shows the ACTUAL crash that damaged the drone. As for DJI Susan not finding the above issues, I don't think DJI would openly admit fault for a issue of this magnitude. I am still waiting on my return label to send the drone back.......

fansdfb7dba2 Posted at 2017-8-10 14:39
Update, after looking through the videos from the previous owner. I found the video that shows the ACTUAL crash that damaged the drone. As for DJI Susan not finding the above issues, I don't think DJI would openly admit fault for a issue of this magnitude. I am still waiting on my return label to send the drone back.......

Edit: Never mind. Didn't read.

Update, I sent in the damaged replacement that they sent me and DJI IS CHARGING ME FOR A REPAIR... ARE YOU SERIOUS?

My Mavic is being sent in this week. This sure does worry me. I'll be keeping an eye on this thread.

Im joining this one because I'm nosey and want to know the outcome.  I really hope they take that charge away.

Moderators?  This is just wrong.

Ive has nothing but issues with DJI customer service. I ended up paying more and bought from Apple Store instead.

Oh damn, this is just absolutely wrong.

Its why I ONLY but from JB HiFI here in Australia, I will NEVER buy direct from DJI.

JChen Posted at 2017-8-15 07:57
Update, I sent in the damaged replacement that they sent me and DJI IS CHARGING ME FOR A REPAIR... ARE YOU SERIOUS?

[view_image]

Sorry for the confusion caused, just checked your case, this case will be covered under warranty, as you can see the remark of this quotation, we've sent you the correct quotation, please check it. We'll do our best to get it sorted out shortly. sorry again for the trouble you have been caused.

Slic Ric Posted at 2017-8-15 08:46
My Mavic is being sent in this week. This sure does worry me. I'll be keeping an eye on this thread.

No worries, should you have any questions about it, please provide me with your case number, I'd like to check it for you.

DJI Diana Posted at 2017-8-16 00:49
No worries, should you have any questions about it, please provide me with your case number, I'd like to check it for you.

Hi dji Diana, would you be able to find out what's happening with my Mavic sent in for stress cracks repair.

CAS-796247-T3L9T6

Are stress cracks common in the Mavic?

Wow this is pretty sad. I will be sending my Mavic for repair soon (compass/ GPS issues) and this worries me

DJI Diana Posted at 2017-8-16 00:48
Sorry for the confusion caused, just checked your case, this case will be covered under warranty, as you can see the remark of this quotation, we've sent you the correct quotation, please check it. We'll do our best to get it sorted out shortly. sorry again for the trouble you have been caused.

Can I suggest your systems be improved.

Yes it does say its being covered under warranty, but also includes a link to send payment! This is highly irresponsible.

hallmark007 Posted at 2017-8-16 05:26
Hi dji Diana, would you be able to find out what's happening with my Mavic sent in for stress cracks repair.

CAS-796247-T3L9T6

Sorry for the delay, just checked case, the drone has been received yesterday, it is under process now, we'll keep you updated, I'll keep an eye on it as well.

GSI_IRE Posted at 2017-8-16 06:36
Can I suggest your systems be improved.

Yes it does say its being covered under warranty, but also includes a link to send payment! This is highly irresponsible.

Thank you for your suggestion. Normally, there is no payment link in the quotation of warranty cases. For this case, as you can see, the remark says it will be covered under warranty, but it seems our colleagues didn't change the quotation, the total payment is 79, not 0. So a payment link has been added to this email. We have corrected this mistake, sent a correct quotation again. Just checked this case, the drone has been shipped, I think this customer would receive it soon.

Hi,

I am also a very worried customer where I'm about to send in my Mavic Pro for the Horizon Tilt issue, and honestly I just want a fix not a refurbished one. I didn't see much posts in the last about 3-4 months, so I was wondering if this issue has been resolved and how did DJI resolve it before I send my drone in?
Very worried from all the posts..

CAS-853484-L6Q3G7

Thank you