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Hi, mine was lost when I sent it to repair using Dji care refresh.

As it never arrived to dji facilities,  first I was told by DJI  that they would conduct the investigation with UPS and after UPS accept they lost it I was asked to conduct the claim process by miself. Seems to be that even it was not my choice to use UPS I have to made then move.

Now UPS is not giving me information on the progress of my claim because despite the fact that was the shipper, dji is who paid for the return label.

It's been more than 2 months calling both parties  and I don't have a clear solution.

Dji says is UPS liability and I am in the middle of both parts negligence to respond for my drone.  I already sent documents for the UPS claim, but now I don't know any news.

Have anyone had a similar experience?  How can it be solved?

We are sincerely sorry for the unpleasant experience.
Sorry that the third screenshot is too blurry and small to be check. Would you please post again?
Besides, please provide us your case number, I will escalate your concern to local team to follow up and get it addressed for you as soon as possible. Thanks.

Hi Mindy, I have sent this to support. But all I got is patience request, which will you understand is not easy after so much time.
My case is CAS-660634-R2F6F9

Sorry for the blurry pictures. I will try again.

Francisco,I sympathize with your situation and understand your frustration, very sorry about it. Your case has been reported to the designated department to follow up, we will have someone to contact you for details later, hope it will be solved soon.

Thanks Mindy!
As I bought a new Mavic I was told I could transfer de djicare refresh to it. I wrote to djicare@dji.com but I has not had answer. Could you help me with that?

fansee420bc7 Posted at 2017-8-10 20:00
Thanks Mindy!
As I bought a new Mavic I was told I could transfer de djicare refresh to it. I wrote to djicare@dji.com but I has not had answer. Could you help me with that?

No problem, I will contact them to help you out as soon as possible, appreciate your patience.

I really apreciate it. Because of that I haven't start using my new drone.

Hi. Today I checked on UPS web and the payment has been done yesterday to DJI.   No one has written me to coordinate the way I will have my money back.

Mindy, one question, should I still wait until Dji transfer my Dji Care agreement to my new drone to start using it?   I wrote in the 48 hour window but still waiting.

fansee420bc7 Posted at 2017-8-11 15:18
Mindy, one question, should I still wait until Dji transfer my Dji Care agreement to my new drone to start using it?   I wrote in the 48 hour window but still waiting.

I'm so sorry that you haven't got the reply yet, would you please wait for two more days, because it 's weekend at the moment, we apologize  sincerely for the inconvenience caused.

Thanks Mony, but should I wait to use the new drone?

Sorry, Mindy

fansee420bc7 Posted at 2017-8-12 06:16
Thanks Mony, but should I wait to use the new drone?

Do not use it at this moment please, since today is Sunday now, we'll escalate this with DJI care team, ask them to reply you on Monday.

Hi Mindy,  mi dji care transfer was successful. Thanks for your help.  How ever, it is 3 months now and even when UPS paid DJI (I have evidence), no one in DJI answer me how i will have my money back.  It is very frustrating, I wrote another desperate mai to support. Last time I made a phone call, I was told that I should wait 4 days to get an answer... it was 2 weeks ago.   Please help me.

fansee420bc7 Posted at 2017-8-27 19:40
Hi Mindy,  mi dji care transfer was successful. Thanks for your help.  How ever, it is 3 months now and even when UPS paid DJI (I have evidence), no one in DJI answer me how i will have my money back.  It is very frustrating, I wrote another desperate mai to support. Last time I made a phone call, I was told that I should wait 4 days to get an answer... it was 2 weeks ago.   Please help me.

Sorry to have kept you waiting, I have escalated the case again to local team, please wait patiently for the reply, thanks.

DJI really have the worse customer services, my drone has been lost/stolen since the 05/01/2018 and its now 13/02/2018, i call up and all i get is they are investigating it, again i need to use my drone for work and DJI have wasted my time and money, i would advice people to stay clear. Why use UPS if they constantly give problems.

fansadb608c9 Posted at 2018-2-13 05:00
DJI really have the worse customer services, my drone has been lost/stolen since the 05/01/2018 and its now 13/02/2018, i call up and all i get is they are investigating it, again i need to use my drone for work and DJI have wasted my time and money, i would advice people to stay clear. Why use UPS if they constantly give problems.

Sir, I have replied you there: https://forum.dji.com/thread-122953-1-1.html, please keep us on that post, thanks for your cooperation.