There was some verbiage, as well as the non-refundable $149 charge ($in addition to the $39 swap charge) for using DJI Care Refresh Express that has me confused.    Does DJI send the replacement unit with the EXPRESS level of Care service BEFORE receiving the damaged drone?  This does not seem to be the case, meaning even with the EXPRESS level of  Care they require you return the damaged product first before they ship.  However, what's the additional up-front charge for, then?    Basically, they will refund it to your card WHEN they receive your damaged drone "within 10 days".  However, that would lead me to believe that they're already sending the replacement product.    It's a great product, but so much of their support terms and condiitions are very unclear on their own website.   

So, here's what the DJI Care Express plan states when in the middle of entering claim and paying.  However, there is other conflicting information during the process.  
Pay the service fee & Place temporary authorization on credit card.
DJI ships replacement product
DJI receives the original product & releases pre-authorization hold

Hello, there. Sorry for your confusion.
Under DJI Care Refresh Premium services, DJI will ship your replacement before we receive your damaged product.
Under DJI Care Refresh Basic services, DJI will ship your replacement after we receive your damaged product.
After we receive the sent-back product and a product inspection is performed, the pre-authorization hold is released immediately.
If DJI fails to receive your product within the agreed return period or the received product does not meet the DJI Care Express conditions, DJI will charge for a default cost equivalent to the pre-authorization amount.
Please let us know if you have other questions.

DJI Wanda Posted at 10-23 00:22
Hello, there. Sorry for your confusion.
Under DJI Care Refresh Premium services, DJI will ship your replacement before we receive your damaged product.
Under DJI Care Refresh Basic services, DJI will ship your replacement after we receive your damaged product.

Hi Wanda, I believe the terminology is the issue:  DJI Care Refresh is the product, Premium or Basic are the options.  Somewhere, DJI returned a title of DJI Care Refresh EXPRESS, and the EXPRESS made me believe that was the ship-first (before receiving damaged product) option.  

munklejohn Posted at 10-23 04:49
Hi Wanda, I believe the terminology is the issue:  DJI Care Refresh is the product, Premium or Basic are the options.  Somewhere, DJI returned a title of DJI Care Refresh EXPRESS, and the EXPRESS made me believe that was the ship-first (before receiving damaged product) option.

Sorry for the misleading. DJI Care Express is a faster service option compared to DJI's regular repair process. Premium is an upgraded service compared to the Basic service.
You can have more details through this link:
https://repair.dji.com/express/refresh-express

Hello, is the pre-approval fee returned to the client after receiving the damaged drone?

djiuser_L9n4g0siyI3Z Posted at 1-1 22:23
Hello, is the pre-approval fee returned to the client after receiving the damaged drone?

Hi there. If you are referring to the Premium, yes. The pre-authorization will be released once the DJI facility receives the damaged drone. Please keep us posted if you have further questions. Have a nice day.

They've had my drone all day long and still haven't shipped my new one out yet and I told them I use it for my business and over top of that they sent me a replacement drone another one for my  DJI air 3 and soon as I unboxed it and tried to use it it started throwing out errors gamble stuck and gamble error I'm getting highly frustrated this is been going on now for about couple weeks I really wish they could least provide me with top of the line service because of this thank you if DJI is reading this please reach out to me I've got my case number #

DJI Wanda Posted at 2022-10-24 18:11
Sorry for the misleading. DJI Care Express is a faster service option compared to DJI's regular repair process. Premium is an upgraded service compared to the Basic service.
You can have more details through this link:
https://repair.dji.com/express/refresh-express

No it's absolutely not it will be the same as the basic and that's from me replacements three of them I had to now with them so I know exactly everything about

The express online on their website is a total joke because they still have to inspect it online it says they don't it says they just have to make sure it's in the box and then they'll ship beers out and that doesn't take two or three days to do that I've got to get alternative brand of drones to go to if anyone's interested?

Preston Newsome Posted at 1-4 08:07
The express online on their website is a total joke because they still have to inspect it online it says they don't it says they just have to make sure it's in the box and then they'll ship beers out and that doesn't take two or three days to do that I've got to get alternative brand of drones to go to if anyone's interested?

Hello Preston, sorry for the inconvenience you've experienced. We appreciate the information you provided and we will forward it to the relevant team for further checking. Thank you for your patience and understanding.