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Help with my Mavic Pro
1384 15 2017-4-16
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Kevin Chua
lvl.1
Singapore
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I have a damaged drone from Singapore which I wish to send in for repairs.



Video recording was shaky. and the gimbal seems to be in contact with the black metal plate, causing a scratch.

The gimbal doesn't seem to be horizontally aligned as well.






I really need urgent help, as I am going to use it for my proposal during my overseas trip in 12th May
2017-4-16
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Jenee 2
Captain
Flight distance : 7852129 ft
Australia
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I suggest you contact DJI support and discuss it with them. Either email them or try online chat.
2017-4-16
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DJI Mindy
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Flight distance : 7 ft
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Hi Kevin, what's your current firmware version? Is the firmware up to date?
2017-4-16
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Kevin Chua
lvl.1
Singapore
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DJI Mindy Posted at 2017-4-16 22:44
Hi Kevin, what's your current firmware version? Is the firmware up to date?

The firmware is the latest version. I did all the software solutions to make sure its not something which is software related. I emailed DJI for support and I have sent out my drone. However I wanted to update some of the information in my case before submitting (inside dji repair website). However, I keep getting error 404 when I click "FIll in the information". Is there any solution to this error?
2017-4-17
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Kevin Chua
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Singapore
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Jenee 2 Posted at 2017-4-16 22:12
I suggest you contact DJI support and discuss it with them. Either email them or try online chat.

Thanks, I did. The reply was very fast. I emailed them at 9am and they got back to me before noon. I have sent out the drone after getting a case number from them. I must say, the first impressions of their after-sales services is pretty legit.
2017-4-17
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DJI Mindy
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Kevin Chua Posted at 2017-4-17 00:33
The firmware is the latest version. I did all the software solutions to make sure its not something which is software related. I emailed DJI for support and I have sent out my drone. However I wanted to update some of the information in my case before submitting (inside dji repair website). However, I keep getting error 404 when I click "FIll in the information". Is there any solution to this error?

I can help to add information to your case.
Please provide me with your case number and let me know what you want to update for.
2017-4-17
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Kevin Chua
lvl.1
Singapore
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DJI Mindy Posted at 2017-4-17 01:35
I can help to add information to your case.
Please provide me with your case number and let me know what you want to update for.

Thanks DJI Mindy! I deeply appreciate your assistance

My case number is CAS-579347-Z9G5V6
I want to update the shipping information (tracking number and provider company) of the parcel I sent out today.
2017-4-17
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DJI Mindy
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Kevin Chua Posted at 2017-4-17 01:43
Thanks DJI Mindy! I deeply appreciate your assistance  

My case number is CAS-579347-Z9G5V6

Copy that.
I have sent you a PM, please let me know the tracking number.
2017-4-17
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Kevin Chua
lvl.1
Singapore
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DJI Mindy Posted at 2017-4-17 01:52
Copy that.
I have sent you a PM, please let me know the tracking number.

How can I check the status of my case? I don't see the 5 stage display when I open up my case. The parcel was delivered yesterday but it hasn't been reflected yet.
2017-4-20
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Sangarone
lvl.3
United States
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Gimbal is definitely not under one of the 3 pegs.
2017-4-20
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Kevin Chua
lvl.1
Singapore
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Sangarone Posted at 2017-4-20 01:28
Gimbal is definitely not under one of the 3 pegs.

I checked, they were all under the pegs, which made it more troubling..
2017-4-20
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DJI Mindy
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Kevin Chua Posted at 2017-4-20 00:55
How can I check the status of my case? I don't see the 5 stage display when I open up my case. The parcel was delivered yesterday but it hasn't been reflected yet.

It will takes some time to receive and update the case.
I have brought this to our support team and will keep you updated as soon as possible.
2017-4-21
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Kevin Chua
lvl.1
Singapore
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DJI Mindy Posted at 2017-4-21 23:48
It will takes some time to receive and update the case.
I have brought this to our support team and will keep you updated as soon as possible.

Hi DJI Mindy, I was told the package was received on the 19th April. It has been more than 4 days and I have not received any update when I checked on the website. Can I get an understanding on what is going on at the Shenzhen Service Centre?
2017-4-24
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Kevin Chua
lvl.1
Singapore
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DJI Mindy Posted at 2017-4-21 23:48
It will takes some time to receive and update the case.
I have brought this to our support team and will keep you updated as soon as possible.

I know you are very busy attending to countless queries, so I just wanted to remind you that you haven't got back to my reply. It's been 8 business days since it reached the service center and there is no update at all.
2017-4-26
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DJI Mindy
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Kevin Chua Posted at 2017-4-26 19:19
I know you are very busy attending to countless queries, so I just wanted to remind you that you haven't got back to my reply. It's been 8 business days since it reached the service center and there is no update at all.

Sorry for my late reply.
I have escalated the case for you. We will update the case soon.
Really sorry for the delay.
2017-4-27
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Kevin Chua
lvl.1
Singapore
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DJI Mindy Posted at 2017-4-27 00:04
Sorry for my late reply.
I have escalated the case for you. We will update the case soon.
Really sorry for the delay.

Hi DJI Mindy

I received the repair cost invoice and I do not understand why I was charged USD115 for repairs. So I messaged DJI via online chat and the answer was "The drone was actually evaluated physically and they have found some physical damage on it which is not covered under the warranty"

From my understanding, I did not violate or breach any of the conditions which might cause the drone's warranty to be invalid. The policy also did not mention anything about physical damage which is not covered under the warranty. I looked at the flowchart of DJI After-Sales Service Policy and I thought for my case, the drone should be repaired for free.

Maybe my understanding is incorrect, please try to explain to me if I got the warranty policy wrong. Thanks
2017-4-27
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