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Turnaround time for replacement Mavic (DJI Refresh)
138 8 4 days ago
Cali-Adlerauge
Beginner
United States
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Hi,

What is the current turnaround time for  receiving a replacement Mavic under DJI Care Refresh. I submitted my payment on 3/8 and haven't heard anything since. I'm leaving on a trip next week and was planning to take the Mavic with me.

My case# is CAS-468414-X7R0Z4


Thanks!
4 days ago
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FrequentFlyer
Intern Pilot
United States
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Best bet is to get in touch of the contact of your case.
4 days ago
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fans098027be
Beginner
Flight distance : 34051
United States
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As someone currently going through this process in the US, I can say from experience that you're looking at the following (please keep in mind these are BUSINESS days):
2 days to have UPS ground shipping sent
2-5 days for UPS ground shipping
5 days for Check-In (at least that is how long it will take for your case to update)
1 day for Damage Assessment
2-3 days for Quotation
3-4 days for Damage Repair (this is where I am at currently, and I just received - after 4 days - that the process has been delayed due to high volume)

Then of course, another 2-5 days for ground shipment.

In total, that is about 30 business days of events, which equates to a full six weeks. Not sure what it looks like without 'priority', but if you have to send it in, the process takes over a month (weekends included, of course).

Like I have said in other posts, as well as after reading other similar experiences, DJI is more interested in acquiring new customers rather than taking care of its existing customers. But hey, if it is all about dollars and cents, $79 is less appealing than a fresh $750.

Sure, you will have an insurance policy, but do not expect your unit back anytime in the near future.
4 days ago
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DJI Mindy
Moderator
China
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I have checked your case and it has been updated early today.
Your Mavic will be shipped out soon.
3 days ago
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Cali-Adlerauge
Beginner
United States
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DJI Mindy Posted at 2017-3-21 00:04
I have checked your case and it has been updated early today.
Your Mavic will be shipped out soon.

Thanks Mindy!
3 days ago
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waynem61
Beginner
Flight distance : 3961
Online

A month so far, they need to learn from Apple as far as service goes.
3 days ago
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DJI Mindy
Moderator
Japan
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No problem.
If you have any further query, please feel free to let me know.
2 days ago
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ROGAT
Beginner
Australia
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waynem61 Posted at 2017-3-21 17:41
A month so far, they need to learn from Apple as far as service goes.

Yes I agree with you there, but I firmly believe that DJI does not look towards the future and securing their customer base as repeat business or at least nowhere near enough, they are in the enviable position of being so far in front of the competition at present they may think themselves bulletproof, that is the only rational I can come up with judging the way they conduct themselves as far as customer after sales service and their very annoying and downright unconscionable behavior  when it comes to gouging money from people, a perfect example is oh we will sell you a remote follow focus for your Inspire and X5 camera at 3K plus oh you want the cable that will make it work with the inspire remote that's another 70 bucks thanks huh ? you, want a holder for it to mount on your remote? pfft ok 200 odd dollars please, finished now ?? oh come on do you really need those 2 special screws needed to secure the mount onto your controller ?? ( THIS IS NO WORD OF A LIE !! BELIEVE IT OR NOT !! ) well that will be 70 bucks thanks very much for coming sucker hahahahaha and don't get me started about the Osmo and the x3 cameras that will only fit the Inspire but not the Osmo and vise versa ! and that is just the tip of the iceberg
2 days ago
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waynem61
Beginner
Flight distance : 3961
Online

ROGAT Posted at 2017-3-22 02:29
Yes I agree with you there, but I firmly believe that DJI does not look towards the future and securing their customer base as repeat business or at least nowhere near enough, they are in the enviable position of being so far in front of the competition at present they may think themselves bulletproof, that is the only rational I can come up with judging the way they conduct themselves as far as customer after sales service and their very annoying and downright unconscionable behavior  when it comes to gouging money from people, a perfect example is oh we will sell you a remote follow focus for your Inspire and X5 camera at 3K plus oh you want the cable that will make it work with the inspire remote that's another 70 bucks thanks huh ? you, want a holder for it to mount on your remote? pfft ok 200 odd dollars please, finished now ?? oh come on do you really need those 2 special screws needed to secure the mount onto your controller ?? ( THIS IS NO WORD OF A LIE !! BELIEVE IT OR NOT !! ) well that will be 70 bucks thanks very much for coming sucker hahahahaha and don't get me started about the Osmo and the x3 cameras that will only fit the Inspire but not the Osmo and vise versa ! and that is just the tip of the iceberg

The other problem here in Australia is that there is no local support. It is impossible to actually speak to anyone. All communication is through China as email, is very slow, all very polite but mostly unhelpful.
The competition is fast catching up, and I would be more than happy to take my chances with another manufacturer (Autel, Yuneek. etc.) when it's time to upgrade.
I don't want to reward DJI for their bad customer service by giving them more money.
5 mins ago
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