I just wanted to say I am a bit disappointed with DJI today.

I crashed my Air 3 last Friday 8/2/24, first crash it’s bound to happen right. I completed the care refresh online process on Sunday 8/4/24, glad I paid the extra for refresh.
My replacement arrived today8/7/24. Once I unpacked it I noticed the gimbal cover was pushed in way past where it should be and I heard a rattle. I took a picture before removing it. After removing the cover I couldn't tell what was rattling then a small piece of plastic fell out.

I immediately contacted customer support. They were very helpful and initially told me a replacement would be shipped out asap. Then I was informed that they would need to receive and inspect the unit before shipping another replacement. This is the disappointing part. I was very happy the new drone showed up before my birthday on Saturday 8/10/24 but now I won't have a drone. I understand that the original replacement could have showed up later or even if a new replacement was shipped immediately it may not be here by Saturday but the original replacement showed up on time but was broken at no fault of my own.

I can understand that it needs to be inspected but I contacted customer service within a couple hours of receiving the unit not days later.

Anyway I wanted to be able to provide more feedback than I was able to in the chat. The agent that helped me is at no fault here, I know they tried their best to assist me. It's disappointing that I have to wait longer when I receive a broken unit as a replacement.

-edit 1 mispelling and punctuation.

Hi there. Thank you for reaching out to us. We apologize for the inconvenience that occurred. Kindly provide the case number in order for us to check further from our end. Additionally, you mentioned that you have already contacted our customer support team. If you have an ID or reference number from that interaction, please share that as well. We'll be happy to assist you in resolving this matter.

DJI Natalia Posted at 8-7 15:21
Hi there. Thank you for reaching out to us. We apologize for the inconvenience that occurred. Kindly provide the case number in order for us to check further from our end. Additionally, you mentioned that you have already contacted our customer support team. If you have an ID or reference number from that interaction, please share that as well. We'll be happy to assist you in resolving this matter.

Hello. The new case number I was assigned is CAS-17730074-K0X9T1. I am not able to find a ID for the online chat.

I realized some of my initial post was missing text.
 The first 2 pictures were to illustrate that I feel the gimbal cover on the replacement unit doesn't seem to fit right. It takes several tries to get it to stay on the drone otherwise it pops off. My original drone the gimbal cover went on without issue on the first try every time.

Just_John Posted at 8-7 16:33
I realized some of my initial post was missing text.
 The first 2 pictures were to illustrate that I feel the gimbal cover on the replacement unit doesn't seem to fit right. It takes several tries to get it to stay on the drone otherwise it pops off. My original drone the gimbal cover went on without issue on the first try every time.

Hi there, we are sorry for any inconvenience. We forwarded it to our relevant team and will follow up with them. Once we get the results, we will keep you updated soon.

Just_John Posted at 8-7 16:33
I realized some of my initial post was missing text.
 The first 2 pictures were to illustrate that I feel the gimbal cover on the replacement unit doesn't seem to fit right. It takes several tries to get it to stay on the drone otherwise it pops off. My original drone the gimbal cover went on without issue on the first try every time.

Hello, we have contacted you via private message to discuss the solution. Please check it out.

Not sure when I will get a response from the PM. I have now received the UPs label from the initial contact with customer service. It makes it difficult to know what to do when I have been instructed differently but don’t get a follow up from the person that sent the PM.

Is there any way to discuss this via a chat function or text to allow for quicker responses?

Just_John Posted at 8-8 09:24
Not sure when I will get a response from the PM. I have now received the UPs label from the initial contact with customer service. It makes it difficult to know what to do when I have been instructed differently but don’t get a follow up from the person that sent the PM.

Is there any way to discuss this via a chat function or text to allow for quicker responses?

Hi there, we are sorry for any inconvenience.We have contacted you via private message, please check.