jthavorn
 lvl.1
United States
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This is my own personal experience. I did not purchase the dji care refresh.
In mid February I received my mavic pro that I purchased through Amazon. It got to me in less than a week after ordering so I was very thrilled. Like an idiot though, I crashed it into the side of a building only two days after receiving it. I tried to fix it myself but figured the only way to make sure it was good was to send it back to dji.
I started a case in late February and was told I send the drone back with the label they had created for me. I was confused since I literally thought they were going to send me a box with a label. After talking with some youtubers, I was told ups would email me the label and I would have to provide the box. I lost a week for that misunderstanding but I consider that more a fault on my own part.
Since I live in California the drone was shipped quickly to the Carson facility but took about a week before dji officially "revived" it. Within three days of reviving it, I was quoted a repair estimate which I paid the same day. After payment was processed, the drone sat around for a week. Repeated calls informed me that the repairs can't start since the facility didn't have anymore parts and were awaiting more.
After posting several times on this forum, my case was escalated by a moderator and thankfully within three days of last contacting dji, I was told that my drone was repaired and tested. It promptly shipped out the next day and arrived back in my hands the next day.
I've had it back for over a week now and it seems to be working just fine. After reading many stories about horrible service, I consider myself lucky since the whole process for me took about a month. That's still longer than I would've liked but again, I feel lucky to have my mavic back and fully working.
My overall thoughts about the dji service team is that the online moderators and call centers do a decent job and responding to us, but the rather long turnaround for my mavic has left me a bit cautious about flying my drone. I'm scared to really fly it far and test out more advanced features in fear that it will crash and I will have to go through all this again.
The mavic pro is a magnificent piece of technology and I really enjoy flying mine. The customer service team does an admirable job is communicating with its customers but again, if it usually takes this long to repair one of these products, then I'll definitely be flying my mavic with extreme caution from now on. |
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