I ordered a drone on 7/27/2018 and never recieved my package. The package was declared lost through Fedex and Fedex claimed that they paid back the company on August 16th. DJI comes back to me stating that Fedex denied the case when Fedex told me personally and sent me emails that I was in favor of the case!!!!!!!! DJI is lying and has now stolen my money and now in which I have opened up a police report in hopes to get it back.
I simply do not understand how one loses a package that requires a signature from the buyer upon delivery. I hope to get answers soon because i will not rest until i get refunded or recieve the drone.

I am beyond frustrated with DJI and the way they deal with customer service...You are better off buying a drone in store and not through this company.

Any advice on what to do/ If anyone has had a similar experience please advise!

djiuser_WjVYxhyyFYEW Posted at 2018-8-20 07:47
Any advice on what to do/ If anyone has had a similar experience please advise!

Start a case with youru credit card issuer. They will, most likely, immediately refund you your money, and then investigate with both FedEx and DJI.

Asked DJI for a copy of the correspondence between them and FedEx in which FedEx denied their claim.   If your correct DJI will not have such information.  

If all the facts are correct I am sure that this will be soon sorted out. I would suggest you start a formal support case with DJI via email and send them your order number to check: https://www.dji.com/support

First, take a deep breath and relax. Get the official response from DJI and FedEx and send each to the other. If what you are posting here is true, it's probably just a mix up with one party of the other and it'll get resolved.

Hi, we're sorry to hear about what happened.This is not the experience we want for you. Can you please provide us the order number? We'll help check the details and provide  proper resolution. Thank you.   

I have the same problem, ordered Osmo Pocket paid through ...., the package never came to my doorstep. Called Fedex and emailed to DJI logistics team support, back and fort it’s been over a month. FedEx told me DJI is claiming for lost package. Now Fedex closed the case, I still don’t get my replacement. Frustrated!!! every time I email to logistics team support, they say they are still investigating the case, I mean for how long ? one year ? Here is my order # 0014982990814, can somebody please help? I will not rest til I get my replacement

fans55b44fa2 Posted at 3-2 15:10
I have the same problem, ordered Osmo Pocket paid through ...., the package never came to my doorstep. Called Fedex and emailed to DJI logistics team support, back and fort it’s been over a month. FedEx told me DJI is claiming for lost package. Now Fedex closed the case, I still don’t get my replacement. Frustrated!!! every time I email to logistics team support, they say they are still investigating the case, I mean for how long ? one year ? Here is my order # 0014982990814, can somebody please help? I will not rest til I get my replacement

Sorry for the inconvenience caused. We're checking the exact status with the logistics and will keep you updated on the latest progress. Appreciate your support and patience.

kissanime app thnk you.

DJI Diana Posted at 3-3 00:17
Sorry for the inconvenience caused. We're checking the exact status with the logistics and will keep you updated on the latest progress. Appreciate your support and patience.

got email 3 days ago, my case has been escalated and following up in the next 2 business days? here is my case number CAS2804960H4W847, what does that mean? today is the day I should get a response

fans55b44fa2 Posted at 3-7 16:43
got email 3 days ago, my case has been escalated and following up in the next 2 business days? here is my case number CAS2804960H4W847, what does that mean? today is the day I should get a response

Hi there, upon checking the case, the higher level team has called you several times but cannot reach out to you, so they left the voicemail, if there is anything wrong with your phone, we will inform the team to contact via the email.

DJI Diana Posted at 3-7 19:09
Hi there, upon checking the case, the higher level team has called you several times but cannot reach out to you, so they left the voicemail, if there is anything wrong with your phone, we will inform the team to contact via the email.

called several times? is that a joke? I did not get any calls or voice messages yesterday, I gave my contact number and email in the very first day when I contacted logistics team support

fans55b44fa2 Posted at 3-8 08:42
called several times? is that a joke? I did not get any calls or voice messages yesterday, I gave my contact number and email in the very first day when I contacted logistics team support

Hi there, sorry to have some issues with our customer support team. We already coordinate your concern to the respective department. We will notify if there is an update to your concern. Appreciate your patience. Thank you.

I am currently experiencing the same issue. It appears FedEx has lost my package.  

me.armstrongroadrunner.com Posted at 7-4 00:00
I am currently experiencing the same issue. It appears FedEx has lost my package.

Hi there, I managed to get your order number via your Forum account, it seems not lost. The tracking on the FedEx website keeps updating.
Affected by the pandemic and the traffic control, the shipment and the customs clearance are expected to be delayed, we will forward your order to the logistics for attention, appreciate your understanding and patience.

Did you get this issue resolved??

djiuser_cw2ZccdKgd2K Posted at 2-8 11:24
Did you get this issue resolved??

Hi, we have replied to your post here. Thank you.

I FACED THE SAME THING WITH DJI AND UPS.  IT'S ALREADY BEEN MORE THAN A MONTH AND THEY SAY THEY KEEP INVESTIGATING WHEREAS UPS SAYS THEY HAVE PROCESSED THE CLAIM ALREADY TO SELLER. DO NOT BUY ... FROM DJI !

fans637501c5 Posted at 4-28 19:31
I FACED THE SAME THING WITH DJI AND UPS.  IT'S ALREADY BEEN MORE THAN A MONTH AND THEY SAY THEY KEEP INVESTIGATING WHEREAS UPS SAYS THEY HAVE PROCESSED THE CLAIM ALREADY TO SELLER. DO NOT BUY ... FROM DJI !

Hi there, we are sorry for any inconvenience. We managed to find your case and ticket through your forum account. We will confirm this issue and get back to you asap.

I sent back my drone via UPS because the battery was defective. I have proof from UPS the package was dropped off to them. I provided this to Alexis via DJI email. I was basically told we don’t care pay us our money. I have proof I dropped off the drone! UPS lost or stole the package. DJI hasn’t responded to any of my emails and could care less. I’ve spent over 20k in 7 years. I’m done with DJI. I’ve reached out to the BBB and attorney general.

fans1e827de3 Posted at 6-6 20:37
I sent back my drone via UPS because the battery was defective. I have proof from UPS the package was dropped off to them. I provided this to Alexis via DJI email. I was basically told we don’t care pay us our money. I have proof I dropped off the drone! UPS lost or stole the package. DJI hasn’t responded to any of my emails and could care less. I’ve spent over 20k in 7 years. I’m done with DJI. I’ve reached out to the BBB and attorney general.

Hi there, we managed to find your case number through your forum account. We will check your case details and get back to you asap.

fans1e827de3 Posted at 6-6 20:37
I sent back my drone via UPS because the battery was defective. I have proof from UPS the package was dropped off to them. I provided this to Alexis via DJI email. I was basically told we don’t care pay us our money. I have proof I dropped off the drone! UPS lost or stole the package. DJI hasn’t responded to any of my emails and could care less. I’ve spent over 20k in 7 years. I’m done with DJI. I’ve reached out to the BBB and attorney general.

Hi there, thanks for your patience. Our supervisor has looked into your case and reviewed all the information and confirmed that this is a fraudulent case. Should you have concerns, please kindly report to your local police and if the police need any help from DJI, please kindly inform them we will be more than glad to provide assistance.

DJI Mindy Posted at 6-7 03:53
Hi there, thanks for your patience. Our supervisor has looked into your case and reviewed all the information and confirmed that this is a fraudulent case. Should you have concerns, please kindly report to your local police and if the police need any help from DJI, please kindly inform them we will be more than glad to provide assistance.

I went to my local police and was advices there is nothing they can do. The merchant must file a case with UPS and the merchant must file a case. As the customer there is nothing else I can do as I have proof it was dropped off to ups.

I need someone to call me and help me!

fans1e827de3 Posted at 6-7 10:34
I went to my local police and was advices there is nothing they can do. The merchant must file a case with UPS and the merchant must file a case. As the customer there is nothing else I can do as I have proof it was dropped off to ups.

As our team explained in the email we have gathered sufficient information to can prove that UPS does not have the drone. We hope that you could check again with the package and the Mavic 3 Classic.

UPS doesn’t have it because someone at UPS stole it lost it! I provided an email from the UPs store where I delivered it! This is the actual store that shows a driver picked it up! UPS also told me DJI services never submitted an investigation and when I tried to investigate it , UPS called DJI twice with no answer or response so the case was closed. Please see the attached email screenshot from the UPS store, proving I dropped off the package! My screenshot contains the store contact information and the managers signature. I provided this in email!

fans1e827de3 Posted at 6-8 20:42
UPS doesn’t have it because someone at UPS stole it lost it! I provided an email from the UPs store where I delivered it! This is the actual store that shows a driver picked it up! UPS also told me DJI services never submitted an investigation and when I tried to investigate it , UPS called DJI twice with no answer or response so the case was closed. Please see the attached email screenshot from the UPS store, proving I dropped off the package! My screenshot contains the store contact information and the managers signature. I provided this in email!

After investigation by our logistics department and UPS, the claim was not approved, so no compensation can be provided. Thank you for your understanding.

How can you say that when I’m showing you proof from UPS! ???? The email is from UPS, the receipt is from UPS!??????? I need a call with DJI , logistics team and UPS. Because this attached is proof FROM UPS!

My local police department sided with me after seeing my evidence. UPS said DJI never contacted them ever. Lastly this has been submitted to the California Attorney general and BBB. Both agencies have accepted my proof as no customer liability. So either DJI is lying or don’t care about a lifelong customer. So I need a call to discuss or it will continue to be sued through the government agencies.

Look at my proof from the UPS store where I dropped it off. This is proooooof UPS had the package. There’s no way you can say UPS never had it!

I sent my drone back to DJI by dropping it off at UPS. I have an email from the UPS store where I dropped it off confirming they accepted my drone and I have my UPS receipt. But the DJI logistics team says UPS never had my drone. I contacted UPS to investigate the drone and they found the drone was lost or stolen in transit. They reached out to DJI twice and no return or answer. How can DJI tell me it was never dropped off to UPS, when the UPS store confirmed they had the drone and put it on a truck? Now DJI won't issue me a refund even though I have proof it was given to UPS.  Does DJI actually care?

Hi there. Thank you for reaching out. We apologize for any inconvenience this may have caused. Regarding your issue, can you provide us with the case number (CAS) so that we can do further checking from our end ? Looking forward to your response. Thank you.

Please see this case: CAS-16383819-J2S2L6
DJI keeps saying UPS never had it. I have legitimate proof I gave it to them. I submitted the email from the manager at the UPS store showing I gave them the package.

fans1e827de3 Posted at 6-10 11:11
Please see this case: CAS-16383819-J2S2L6
DJI keeps saying UPS never had it. I have legitimate proof I gave it to them. I submitted the email from the manager at the UPS store showing I gave them the package.

Thank you for the case number. We will further check this with our relevant team. Thank you for your understanding and continuous support. We greatly appreciate it.

fans1e827de3 Posted at 6-9 11:10
Look at my proof from the UPS store where I dropped it off. This is proooooof UPS had the package. There’s no way you can say UPS never had it!

Hi there, we are sorry for any inconvenience. As mentioned earlier,this case has been confirmed to be a fraudulent case. Should you have concerns, please kindly report them to your local police and if the police need any help from DJI, please kindly inform them we will be more than glad to assist.

So you’re telling me I have proof from the UPS store that I gave them the package, A lawyer, my local nj police department ,The California attorney general and the BBB said I have substantial evidence and ownership is with UPS and the merchant. But you’re telling me it’s fraud and to report to my local police department??? My local police department said there’s nothing they can do. The merchant should be properly investigating. The police showed up to the UPS store and they confirmed it was picked up. Make this make sense because DJI is not making any sense!

fans1e827de3 Posted at 6-10 11:11
Please see this case: CAS-16383819-J2S2L6
DJI keeps saying UPS never had it. I have legitimate proof I gave it to them. I submitted the email from the manager at the UPS store showing I gave them the package.

Hi there, as we explained to you in your other post, after an investigation by our logistics department and UPS, the claim was not approved, so no compensation can be provided. Thank you for your understanding.
https://forum.dji.com/forum.php? ... 415&pid=3338372

Did anyone provide the evidence I gave DJI?