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Non-response for my e-mail
893 9 2017-4-2
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blitzkrieg3002
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I emailed support 10 days ago now and have not received any response.  Hoping someone from DJI see's this and can help me.  i'm having an issue with a camera defect with a very soft image on the left size of the image.  I posted another thread about it a day after I created the service ticket but thought i'd have better luck gaining someone from DJI's attention with a thread in the support section with this title.  

is this a common lenght of time for people to get a response back?

Thank you very much
Rick
2017-4-2
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DJI-Thor
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No, it's not common. Can you PM me your email, and the email you contacted?

Also, it would be helpful if you can post a picture demonstrating the issue you're referring to of the camera.  The "soft one side" issue is not uncommon and generally will have a warranty repair.
2017-4-2
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blitzkrieg3002
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United States
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DJI-Thor Posted at 2017-4-2 23:48
No, it's not common. Can you PM me your email, and the email you contacted?

Also, it would be helpful if you can post a picture demonstrating the issue you're referring to of the camera.  The "soft one side" issue is not uncommon and generally will have a warranty repair.

Hey there DJI-Thor I actually have another thread going where I have the images posted here

https://forum.dji.com/forum.php? ... 59&page=1#pid754004 but just in case here are the images.

https://www.dropbox.com/s/451mi5 ... h15m50s059.png?dl=0
https://www.dropbox.com/s/7l28mr ... h16m56s616.png?dl=0
https://www.dropbox.com/s/2w3yno ... h17m16s868.png?dl=0
https://www.dropbox.com/s/ymb5bh ... h58m06s638.png?dl=0
https://www.dropbox.com/s/mjw8hr ... h00m25s819.png?dl=0

My Mavic is a fairly early received Mavic around the beginning of December when I got it.  I figured maybe a firmware update or something would come out to help improve it, however nothing has helped it's always been this way since I first got it.  all of these images were focused on the center and pulled from 4k30 video footage.  some with a ND filter some without.

the website I contacted was the DJI support site:  http://www.dji.com/support/product
click on Mavic then click on email, I filled out all the required info and attached 3 of the above images and a copy of my receipt.  

my email address is:  blitzkrieg5049@yahoo.com
Name: Rick DeMartile

thank you for your support
2017-4-3
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F4D Studio
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DJI-Thor Posted at 2017-4-2 23:48
No, it's not common. Can you PM me your email, and the email you contacted?

Also, it would be helpful if you can post a picture demonstrating the issue you're referring to of the camera.  The "soft one side" issue is not uncommon and generally will have a warranty repair.

The lack of communication is very common. I have an issue currently I can not seem to get resolved and keep getting auto responses and general run around. I was told It would be a 10 day process and its not nor does anyone communicate.
2017-4-4
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blitzkrieg3002
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United States
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Still awaiting any sort of response.  Thank you
2017-4-4
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DJI Mindy
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blitzkrieg3002 Posted at 2017-4-3 11:46
Hey there DJI-Thor I actually have another thread going where I have the images posted here

https://forum.dji.com/forum.php? ... 59&page=1#pid754004 but just in case here are the images.

Hello Rick, I have checked the records under your email address and I can only see the email you sent was last October and our support team had replied you.
Probably the email was not sent successfully. When you emailed you should have received an automated message containing a 6 digit ticket number.You could send the email to support.us@dji.com.
As for your images, since you have renamed the files, I cannot make sure they are original images.
Could you please upload the original images from SD card to dropbox?
Please do not edit or rename the original files.
Thank you for your cooperation.
2017-4-4
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blitzkrieg3002
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United States
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DJI Mindy Posted at 2017-4-4 18:38
Hello Rick, I have checked the records under your email address and I can only see the email you sent was last October and our support team had replied you.
Probably the email was not sent successfully. When you emailed you should have received an automated message containing a 6 digit ticket number.You could send the email to .
As for your images, since you have renamed the files, I cannot make sure they are original images.

Mindy, so the method I used to contact you was the website I posted above www.dji.com/support/product I filled out the information on that site and submitted it.  is this not the correct method for receiving a ticket?

you say the correct method for warranty support is just a simple email to support.us@dji.com ? I will do that now.

as for the original files. I have stated the original files are 4k30 video clips and these are still snapshots from those clips.  are you stating you want me to upload the entire 4k30 2~4gb video clips into drop box and share with you those videos?
2017-4-4
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DJI Mindy
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blitzkrieg3002 Posted at 2017-4-4 19:06
Mindy, so the method I used to contact you was the website I posted above www.dji.com/support/product I filled out the information on that site and submitted it.  is this not the correct method for receiving a ticket?

you say the correct method for warranty support is just a simple email to support.us@dji.com ? I will do that now.

It is also a correct method. I'm not sure why the ticket is not created, probably the system or network issue.
Or you can take some photos then upload the original photos?
2017-4-5
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blitzkrieg3002
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United States
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DJI Mindy Posted at 2017-4-5 01:45
It is also a correct method. I'm not sure why the ticket is not created, probably the system or network issue.
Or you can take some photos then upload the original photos?

I've got my mavic shipped out via the email address you provided thank you Mindy.  I'm hoping they review the video I linked it to them in the email as well and get it back to me.  Thank you for your help.
2017-4-9
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DJI Mindy
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blitzkrieg3002 Posted at 2017-4-9 17:43
I've got my mavic shipped out via the email address you provided thank you Mindy.  I'm hoping they review the video I linked it to them in the email as well and get it back to me.  Thank you for your help.

No problem. If you have any further issue, please feel free to let me know.
2017-4-9
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