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DJI Care Refresh does NOT cover Pilot Error
388 7 2017-3-11 02:34:59
fansed5d1cc0
Student Pilot
Flight distance : 99261
United States
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I had a DJI Phantom 4 Pro that is covered by a DJI Care refresh policy I purchased with the drone.  The drone is not recoverable and I called support to get a replacement.  They looked at the flight logs and said the drone was operating properly and responded properly to commands, and therefore was not covered.

I thought conditions of pilot error were covered under DJI care refresh.  Do they not realize i have that policy?  On the phone the support operator realized I had it, and told me  that i needed to send flight logs etc.  I did that and now they are saying the crash was due to my error and therefore I am out of luck, no replacement.

What kind of scam are they running at DJI?  Doesn't the policy state pilot error is covered?


2017-3-11 02:34:59
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yoengel
Student Pilot
Flight distance : 81029
United States
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From what I understand DJI Care covers pilot error, but you need to be able to send back your drone.

They may have in some cases replaced an unrecoverable drone due to issues with the drone, which is a warranty issue, not related to DJI Care.
2017-3-11 09:50:10
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DJI Natalia
Administrator
China
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Sorry to hear about the damage.
As mentioned above, the drone must be sent in, our repair engineers will conduct damage assessment and send you an invoice. After receiving the invoice, you can either choose to repair your product or replace the aircraft under DJI Care Refresh.
Appreciate for your feedback, we're aware of your case and will look into what happened soon, apologize for the confusion caused.
Besides, DJI Care Refresh does not cover the following situations, you could get more information here: http://www.dji.com/service/djicare-refresh/info#s5
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2017-3-11 18:15:44
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DJI Natalia
Administrator
China
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According to the data analysis result, it crashed into the tree for pilot error, unfortunately, you failed to get it recovered.
To replace it with DJI Care Refresh, you must send in the aircraft, that's the reason why our support told you it would not be covered by Refresh service. If you are able to recover it, please send it in, we'll help you handle it. Our support sent you an e-mail as well to explain that for you.
Please feel free to let us know if you have any further questions, thanks.


2017-3-12 20:50:32
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jeebs-9
Student Pilot
Flight distance : 50214
United States
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It makes a lot of sense why DJI would want the drone back. I would hope the OP could understand that at least. Because users would just be selling drones online while claiming the drone fell in water. This way at least dji could recover parts or at least try to fix it.  
2017-3-13 10:18:43
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Andi_U
Beginner
Flight distance : 10393
Germany
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Hi, my Inspire 2 crashed due to pilot error, causing total damage on the aircraft as well as the X5S. I had purchased DJI Care Refresh for both, i.e. the gimbal as well as the aircraft. I sent both to customer care. Today I received a quotation over 914.65 EURO for the X5S alone which said "DJI Care Deduction: 0.00". Why is that?
Best, Andreas
3 days ago
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Andi_U
Beginner
Flight distance : 10393
Germany
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Andi_U Posted at 2017-5-26 02:10
Hi, my Inspire 2 crashed due to pilot error, causing total damage on the aircraft as well as the X5S. I had purchased DJI Care Refresh for both, i.e. the gimbal as well as the aircraft. I sent both to customer care. Today I received a quotation over 914.65 EURO for the X5S alone which said "DJI Care Deduction: 0.00". Why is that?
Best, Andreas

Correction, I just saw the fee of 914.65 EURO is for both, gimbal as well as aircraft.
3 days ago
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DJI Natalia
Administrator
China
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Andi_U Posted at 2017-5-26 03:10
Correction, I just saw the fee of 914.65 EURO is for both, gimbal as well as aircraft.

Thanks for update, hope you would get it back soon.
2 days ago
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