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Cases being escalated or prioritized
215 6 2017-3-18 09:00:19
jthavorn
Beginner
United States
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Many users and myself have waited nearly a month for our repairs. My mavic has been wirh dji for almost a month and I was quoted for my repairs and PAID over a week ago. Ever since I paid, the status hasn't changed from "Repaired and tested". After posting on this forum, I was told my case was going to be escalated and prioritized, but still no updates. Many users have been told the same with their cases as well so are we just being lied to or are we really being prioritized? Thank you.
2017-3-18 09:00:19
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DJI Mindy
Administrator
Japan
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Your frustration is understandable.
Since there are backlogs for Mavic, your case was delayed.
But we have escalated the case for you. You case was upgraded outbound shipping to 2 days.
Our support team had emailed your with the explanation.  We apologize for the inconvenience caused.
2017-3-18 18:52:17
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jthavorn
Beginner
United States
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Thank you for responding. At least I know moderators are paying attention. But I did receive the email and appreciate the effort even though I live in California so ground shopping usually only takes two days anyways. Haha.
2017-3-18 22:34:57
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Michael Kaine
Hobbyist
Flight distance : 221306
United States
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DJI Mindy Posted at 2017-3-18 18:52
Your frustration is understandable.
Since there are backlogs for Mavic, your case was delayed.
But we have escalated the case for you. You case was upgraded outbound shipping to 2 days.

CAS-487264-B2W1KO

I do understand that there is a backlog on the magic but when purchasing DJI care refresh I was led to believe that my replacement would be priority and that the entire replacements process would take somewhere between a week and a half in 2 weeks.
Question?
If there is a backlog why was I able to order a second mavic on friday the 17th to be received on monday the 27th! It was shipped on Monday mediately after the weekend I'm not complaining about the fast shipping just the bad service that I'm experiencing from care refresh?
2017-3-21 07:32:23
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DJI Mindy
Administrator
Japan
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Michael Kaine Posted at 2017-3-21 07:32
CAS-487264-B2W1KO

I do understand that there is a backlog on the magic but when purchasing DJI care refresh I was led to believe that my replacement would be priority and that the entire replacements process would take somewhere between a week and a half in 2 weeks.

The warehouse for our online store is different from repair center.
I have checked your case. We have sent you the quotation on Mar.18. Did you pay for it?
2017-3-22 00:03:20
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Michael Kaine
Hobbyist
Flight distance : 221306
United States
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DJI Mindy Posted at 2017-3-22 00:03
The warehouse for our online store is different from repair center.
I have checked your case. We have sent you the quotation on Mar.18. Did you pay for it?

I received the quotation on March 21st a few minutes after creating this post and paid immediately. Why does it say upder repair and ask to allow 3 to 4 days if I paid for a replacement under my DJI care refresh?
Screenshot_20170322-151958.jpg
2017-3-22 11:24:20
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DJI Mindy
Administrator
China
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Michael Kaine Posted at 2017-3-22 11:24
I received the quotation on March 21st a few minutes after creating this post and paid immediately. Why does it say upder repair and ask to allow 3 to 4 days if I paid for a replacement under my DJI care refresh?

Since it was a repair case at first and you chose to replace it under DJI Care Refresh, the whole process will not be changed, no worries, we will arrange the replacement as soon as possible.
2017-3-23 02:31:47
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