Hello Support,

My Mavic was delivered and signed for in California 2 days ago, but the repair status is still at "To Be Received".  It says to give 24 hours but it's been 48.  Can someone please give me an update

I will PM the case number to a representative once I receive a response.


Thank you.

Welcome to the Careless service..

Just to let u know that the warranty is a long long time to repair... which I m really frustrated..

It will take some time to check in and update the system. Since it's signed already, please do not worry about it.
We're glad to help you confirm it after receiving your case number.
Thanks for your supporting!

DJI Natalia Posted at 2017-2-23 19:06
It will take some time to check in and update the system. Since it's signed already, please do not worry about it.
We're glad to help you confirm it after receiving your case number.
Thanks for your supporting!

Natalia
I have had great customer service experience. But my Mavic Pro was signed for on Tuesday this week and the repair process is not showing this yet.  CAS-457141-L5T4N4

Not sure what the backlog is at the shop, but I am hoping for a quick turn around.

Thanks for your help
Rich

RichJ53 Posted at 2017-2-23 20:40
Natalia
I have had great customer service experience. But my Mavic Pro was signed for on Tuesday this week and the repair process is not showing this yet.  CAS-457141-L5T4N4

We'll help you follow up the case, thanks for your support, Rich.

fansaa3da6c4 Posted at 2017-2-23 17:56
Welcome to the Careless service..

+1.  agreed with statement

DJI Natalia Posted at 2017-2-23 23:14
We'll help you follow up the case, thanks for your support, Rich.

Thank you Natalia, we will see what happens  

DJI Ken is also aware of my repair too.

Rich

DJI Natalia Posted at 2017-2-23 19:06
It will take some time to check in and update the system. Since it's signed already, please do not worry about it.
We're glad to help you confirm it after receiving your case number.
Thanks for your supporting!

This is a test reply

DJI Natalia Posted at 2017-2-23 19:06
It will take some time to check in and update the system. Since it's signed already, please do not worry about it.
We're glad to help you confirm it after receiving your case number.
Thanks for your supporting!

Hi Natalie,

I sent you my case PM.

Thank you!!!!

FirstFly Posted at 2017-2-24 10:06
Hi Natalie,

I sent you my case PM.

Got it, please do not worry about it, we'll take care of the case.

Received a very nice phone call and email from DJI apologizing for the delay and promising to expedite.  Thank you very much!

Going on week 4.  It's been over a week since I paid the refresh replacement fee.  Can anyone tell me how long it takes to get the replacement?  Figuring new units ship in about a week, I thought my replacement would ship faster.  I thought Refresh gave you expedited or priority service.  Please help.......  Thank You.

DJI Natalia Posted at 2017-2-25 20:12
Got it, please do not worry about it, we'll take care of the case.

Hello Natalia, my case CAS-451786-X8D4M4 has been stuck in repair for a week, but I paid for refresh replacement.  Can you please check and see what the delay is?  The whole process has taken a month already. Thank You, Scott.

This situation has filled us with regret, deeply sorry for the delay, we've informed our repair team for your case, will contact you for the explanation.

DJI Natalia Posted at 2017-3-14 20:12
This situation has filled us with regret, deeply sorry for the delay, we've informed our repair team for your case, will contact you for the explanation.

Please.  I look forward to your favorable response.  Thank You, Scott

FirstFly Posted at 2017-3-15 04:03
Please.  I look forward to your favorable response.  Thank You, Scott

Our support contacted you for the information, apologize for the delay, we'll help you handle it once it's available, thanks for your patience, Scott.

DJI Natalia Posted at 2017-3-15 18:05
Our support contacted you for the information, apologize for the delay, we'll help you handle it once it's available, thanks for your patience, Scott.

Hi Natalie, 2 weeks ago I heard from support that they would send my drone back with 2-day air to make up for the time.  They were apologizing for taking a long time and that was 2 weeks ago. They made it sound like they were going to send it soon.  Two weeks later and there has been no progress...  DJI has now had my drone longer than I have. I thought buying refresh got me preferred or expedited service. For a week it has shown status of in repair, but I paid for a replacement.

Bottom line: I have not heard from support.  Thank You.

FirstFly Posted at 2017-3-16 04:13
Hi Natalie, 2 weeks ago I heard from support that they would send my drone back with 2-day air to make up for the time.  They were apologizing for taking a long time and that was 2 weeks ago. They made it sound like they were going to send it soon.  Two weeks later and there has been no progress...  DJI has now had my drone longer than I have. I thought buying refresh got me preferred or expedited service. For a week it has shown status of in repair, but I paid for a replacement.

Bottom line: I have not heard from support.  Thank You.

We understand how you feel, we've informed our related team for your case again, will try our best to help you get it sorted out soon.

This is not a repair. It's a replacement. If you can ship new ones out in 3-5 days, why don't I have my replacement after weeks of waiting?  It doesn't make any sense.

DJI Natalia Posted at 2017-3-16 04:47
We understand how you feel, we've informed our related team for your case again, will try our best to help you get it sorted out soon.

This is not a repair. It's a replacement. If you can ship new ones out in 3-5 days, why don't I have my replacement after weeks of waiting?  It doesn't make any sense.

FirstFly Posted at 2017-3-17 04:00
This is not a repair. It's a replacement. If you can ship new ones out in 3-5 days, why don't I have my replacement after weeks of waiting?  It doesn't make any sense.

We sincerely apologize for the delay on the replacement process, we're aware of your case and will take it   as priority, appreciate your patience.