Hi there,

Could I get an update about the repair status of my drone please? It's been in the conducting damage assessment phase for over 2 days now which is longer than the stated time. If there are delays due to high volume (which based on reading the numerous threads here seems likely) then it would be very helpful for DJI to try and keep customers informed and advise that the process may take longer than stated.
Having purchased DJI Care Refresh I understand that in theory repairs should be expedited. Obviously if everyone is doing the same then we can't all be expedited, would just appreciate more updates. Sorry to pester just missing my drone!!

Hello, could you please clarify did you request the data analysis?

DJI Mindy Posted at 2017-3-9 03:29
Hello, could you please clarify did you request the data analysis?

Hi Mindy,

No I didn't. There's a broken cable on the gimbal so it should be a straightforwards diagnosis, which is why I don't understand the delay.

Thanks
Nick

Have now been advised that it's pilot error and therefore no warranty. I was under the impression that this was what Care Refresh was for - accidental damage. If it doesn't cover this then what is the point of it?
Thanks.

Ignore the above, it's been amended now so that I can get a replacement under Care Refresh.

NikB Posted at 2017-3-9 07:28
Ignore the above, it's been amended now so that I can get a replacement under Care Refresh.

Thank you for your update.
If you have any further query, please feel free to let me know.

DJI Mindy Posted at 2017-3-9 17:53
Thank you for your update.
If you have any further query, please feel free to let me know.

Hi Mindy, do you have an ETA on care refresh replacement stock at the Netherlands repair centre?
Thanks

NikB Posted at 2017-3-14 05:49
Hi Mindy, do you have an ETA on care refresh replacement stock at the Netherlands repair centre?
Thanks

There might be little delay for the replacement due to the backlog.
Sorry for the inconvenience caused.
Please wait patiently, we will arrange the shipping as soon as possible.

DJI Mindy Posted at 2017-3-15 02:29
There might be little delay for the replacement due to the backlog.
Sorry for the inconvenience caused.
Please wait patiently, we will arrange the shipping as soon as possible.

Hi Mindy,

I'm aware that there is a delay which is why I'm asking if there's an actual ETA?
Thanks, Nick

NikB Posted at 2017-3-15 03:18
Hi Mindy,

I'm aware that there is a delay which is why I'm asking if there's an actual ETA?

Would it be possible for me to just purchase another drone then get a refund on the difference?

NikB Posted at 2017-3-15 03:19
Would it be possible for me to just purchase another drone then get a refund on the difference?

I'm sorry that's not available.
Since there are backlogs for the Mavic Pro, I'm not sure about the estimated time for your replacement.
I have brought this to the attention of our designated team and we will prioritize the case for you.

DJI Mindy Posted at 2017-3-16 18:28
I'm sorry that's not available.
Since there are backlogs for the Mavic Pro, I'm not sure about the estimated time for your replacement.
I have brought this to the attention of our designated team and we will prioritize the case for you.

Thanks for letting me know Mindy.

DJI Mindy Posted at 2017-3-16 18:28
I'm sorry that's not available.
Since there are backlogs for the Mavic Pro, I'm not sure about the estimated time for your replacement.
I have brought this to the attention of our designated team and we will prioritize the case for you.

Hi Mindy, just to let you know I got a message from the repairs team to say my case had now been prioritised. I appreciate your effort.

Regards

NikB Posted at 2017-3-16 23:38
Thanks for letting me know Mindy.

I've received a tracking number now that my replacement has been shipped, however UPS isn't recognising it. Is this just because it's not registered on their system yet or is the number not quite right?
Thanks.

NikB Posted at 2017-3-18 01:24
I've received a tracking number now that my replacement has been shipped, however UPS isn't recognising it. Is this just because it's not registered on their system yet or is the number not quite right?
Thanks.

I have sent an request to designated team for review.
If I get any update, I'll let you know.

DJI Mindy Posted at 2017-3-18 23:48
I have sent an request to designated team for review.
If I get any update, I'll let you know.

Thanks Mindy.

NikB Posted at 2017-3-19 01:04
Thanks Mindy.

I have confirmed with our support team.
We created the tracking number on last Friday. But the weekend caused the delay.
It will be updated soon.

DJI Mindy Posted at 2017-3-20 03:04
I have confirmed with our support team.
We created the tracking number on last Friday. But the weekend caused the delay.
It will be updated soon.

Thanks Mindy.

NikB Posted at 2017-3-20 04:09
Thanks Mindy.

No problem. I have checked the status of the tracking number again and it's in the shipping.
If you have any further query, please feel free to contact us.

DJI Mindy Posted at 2017-3-20 22:36
No problem. I have checked the status of the tracking number again and it's in the shipping.
If you have any further query, please feel free to contact us.

Hi Mindy,
Thanks for your help, it's now been delivered. Just about to check it over.

Regards

DJI Mindy Posted at 2017-3-20 22:36
No problem. I have checked the status of the tracking number again and it's in the shipping.
If you have any further query, please feel free to contact us.

Hi Mindy,

All appears well with the new drone. However the gimbal clamp was not placed properly so the camera has shipped out of position. It checks out ok but I think a little more care when putting the clamp on after testing is more appropriate especially given how sensitive these gimbals appear to be.

Regards

NikB Posted at 2017-3-23 02:44
Hi Mindy,

All appears well with the new drone. However the gimbal clamp was not placed properly so the camera has shipped out of position. It checks out ok but I think a little more care when putting the clamp on after testing is more appropriate especially given how sensitive these gimbals appear to be.

Thank you for your feedback.
We will keep improving it.