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Delay in Mavic repairs?
152 18 2017-3-16 00:10:09
jthavorn
Beginner
United States
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Have made several calls and emails concerning the status of my Mavic Pro that I sent to the Carson facility after I crashed it. I was quoted and paid on March 9 and the status has been in limbo since then. It just reads "Repaired and tested." One rep over the phone says it's being repaired this week. Another says they havent even started yet cause they're waiting on more replacement parts. Can someone from DJI give me a straight answer? I'm going on a trip at the end of the month and would like to have it back before then.
2017-3-16 00:10:09
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DJI Mindy
Moderator
Japan
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Hello jthavorn, there are some backlogs for the Mavic Pro.
Could you please provide me with your case number?
I'll help to add a note to your case and escalate it for you.
2017-3-16 01:16:10
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jthavorn
Beginner
United States
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DJI Mindy Posted at 2017-3-16 01:16
Hello jthavorn, there are some backlogs for the Mavic Pro.
Could you please provide me with your case number?
I'll help to add a note to your case and escalate it for you.

Hi Mindy, I sent you a message with my case number.
2017-3-16 08:51:25
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DJI Mindy
Moderator
China
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jthavorn Posted at 2017-3-16 08:51
Hi Mindy, I sent you a message with my case number.

Thank you. Copy that.
I have brought this to management and we will prioritize the case for you.
Sorry for the inconvenience caused.
2017-3-16 19:18:53
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jthavorn
Beginner
United States
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DJI Mindy Posted at 2017-3-16 19:18
Thank you. Copy that.
I have brought this to management and we will prioritize the case for you.
Sorry for the inconvenience caused.

Hi Mindy,

Thanks you for responding to my post. I'll be keeping an eye on my email and for those status updates. Does the repair center work on weekends as well?
2017-3-16 22:53:02
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Agnisimo
Beginner
United Kingdom
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Hi Mindy,

I had sent my mavic (UPS shows Mavic delivered on 1st of March.), but after 8th of March there is no update (CAS-470977-S7Z9Y4). Status shows: It will take 2-3 working days for repair and test. Please wait patiently.
Its more than one week and nothing (no updates).

Could you please help me to get update  when preliminary I'll receive Mavic?
2017-3-16 23:42:16
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DJI Natalia
Moderator
Japan
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Agnisimo Posted at 2017-3-16 23:42
Hi Mindy,

I had sent my mavic (UPS shows Mavic delivered on 1st of March.), but after 8th of March there is no update (CAS-470977-S7Z9Y4). Status shows: It will take 2-3 working days for repair and test. Please wait patiently.

We sincerely apologize for the delay on the repair process, your case has been escalated, we'll try our best to help you get it resolved as soon as possible, appreciate for your patience.
2017-3-17 00:03:08
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Agnisimo
Beginner
United Kingdom
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DJI Natalia Posted at 2017-3-17 00:03
We sincerely apologize for the delay on the repair process, your case has been escalated, we'll try our best to help you get it resolved as soon as possible, appreciate for your patience.

Thank you in advance Natalia.
2017-3-17 00:05:47
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jthavorn
Beginner
United States
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DJI Natalia Posted at 2017-3-17 00:03
We sincerely apologize for the delay on the repair process, your case has been escalated, we'll try our best to help you get it resolved as soon as possible, appreciate for your patience.

Do repairs take place on the weekends as well?
2017-3-17 00:49:30
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DJI-Thor
First Officer
Japan
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jthavorn Posted at 2017-3-17 00:49
Do repairs take place on the weekends as well?

The local RO decides it, they may sometimes, like when there're too many cases to work on.
2017-3-17 01:12:57
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fansad9696f3
Beginner
United States
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I am in the exact same boat. Had the Mavic for about 3-4 days and it was wonderful until I was flying it about 1 mile from my location and it just dropped out of sky, I didnt hit anything because I could still see the drone! It was at about 400ft alt and there was absolutely nothing around for it to hit. I honestly think it was a hardware malfunction because I also had no warnings on my app. Anyway that is neither here nor there. The biggest issue is that DJI has had my drone in their possession longer than I have and have failed to provide any updates. I know the drone was received because I have the UPS notification but when I log into my DJI refresh progress it shows nothing but blanks. At this rate I just want some honesty. I have spoken with several representatives who "assure" me that the refresh/repair is in process. Absolutely insane.
2017-3-17 07:46:11
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keithd12
Beginner
United States
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I'm in the same boat...they've had my Mavic for about 6 weeks now.  The repair trace has been saying since March 6th that it will take 3-4 working days for repair and test of a problem they are repairing under warranty...that was nine working days ago.  I've contacted customer service, and the reply was basically, "Be patient."  When will my drone be returned?  My case number is CAS-448936-X0Y2H8.
2017-3-17 11:42:23
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fansaa3da6c4
Hobbyist
United States
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fansad9696f3 Posted at 2017-3-17 07:46
I am in the exact same boat. Had the Mavic for about 3-4 days and it was wonderful until I was flying it about 1 mile from my location and it just dropped out of sky, I didnt hit anything because I could still see the drone! It was at about 400ft alt and there was absolutely nothing around for it to hit. I honestly think it was a hardware malfunction because I also had no warnings on my app. Anyway that is neither here nor there. The biggest issue is that DJI has had my drone in their possession longer than I have and have failed to provide any updates. I know the drone was received because I have the UPS notification but when I log into my DJI refresh progress it shows nothing but blanks. At this rate I just want some honesty. I have spoken with several representatives who "assure" me that the refresh/repair is in process. Absolutely insane.

The DJI repair process is the most bizarre way to run....you have to keep your sanity while you wait for them to go thru each step.
2017-3-17 12:06:00
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InThisLifeOrThe
Hobbyist
United States
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I sent mine in February the 25th they Received it I have been waiting since. I have contacted the repair service center in Cali about a dozen times now between emails and phone. I have can order a New mavic quicker than waiting for this... It's said really. To all of you above, when they say escalated it's not escalated... I had to talk to a manager ( not a supervisor ) to finally get any real answers. the 3 people I talked too about the week a before told me my case escalated... Ya no. They also told me I would receive an updated Invoice three times by email within 24-48 hours. NEVER GOT those until I contacted the manager and had a new case made ( which I was never told until I talked to the manager that a new case was created for me. The customer service is so full of it. I suggest to anyone planning on dealing with DJI any further to check with local insurances first about covering drones. I was quoted a one-time fee of $75 for the year and no deductible! ( Oh and RENEWABLE) unlike DJI Care Refresh. Worst $99 I have ever spent. I will be switching to the P4P and getting coverage elsewhere. I am still waiting on my Mavic like the rest of you. Going on a month shortly!
2017-3-17 14:59:47
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DJI-Thor
First Officer
China
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keithd12 Posted at 2017-3-17 11:42
I'm in the same boat...they've had my Mavic for about 6 weeks now.  The repair trace has been saying since March 6th that it will take 3-4 working days for repair and test of a problem they are repairing under warranty...that was nine working days ago.  I've contacted customer service, and the reply was basically, "Be patient."  When will my drone be returned?  My case number is CAS-448936-X0Y2H8.

I apologize for the delay. Your case is escalated and will be handled as soon as possible.
2017-3-17 22:50:31
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toji
Beginner
France
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Same here ...
They've had my Mavic for more than a month ! (CAS-454847-K4F8M8)

I received it borken, send it to repaire and waited since.
I should have ask for a refund and buy an other one, it would have been quicker.
1 day ago
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DJI Natalia
Moderator
Japan
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toji Posted at 2017-3-22 05:18
Same here ...
They've had my Mavic for more than a month ! (CAS-454847-K4F8M8)

Sincerely sorry for the delay in your case process, thanks for bringing this to our attention.
We've informed our appropriate department to take care of your case, will try our best to help you out shortly.
1 day ago
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toji
Beginner
France
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Thank you Natalia.
6 hours ago
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Agnisimo
Beginner
United Kingdom
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DJI Natalia Posted at 2017-3-17 00:03
We sincerely apologize for the delay on the repair process, your case has been escalated, we'll try our best to help you get it resolved as soon as possible, appreciate for your patience.

Hi Natalia,

Finally after one month today  I received received drone, but not mine Serial No is different.
on CASE CAS-470977-S7Z9Y4 and received email shows mine.

I didn't received any information that i'll receive  refurbished DRONE. (photos: REQUEST #465763)

I have DJI Care  and additional insurance for my ID.

Could you please help me to resolve this issue?
47 mins ago
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