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Need help from a DJI representative
815 11 2017-9-2
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el pelo
lvl.3
Flight distance : 236768 ft
United States
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Hello I need some help from someone at DJI. About 2 weeks ago my Mavic started having compass issues. I contacted tech support and they recommended I do a firmware refresh, then a restore all settings via the DJI assistant. After that I did and IMU calibration and compass calibration.

Every time I fly my aircraft goes into ATTI mode and I get a GPS error. DJI suggested I send it in for repair.

This is where I am confused. I get a repair invoice yesterday stating the gimbal arm needs to be replaced and I should use my DJI care refresh. There was never anything wrong with my gimbal and that's not even why I sent it in. There is no mention of the compass.

I don't feel I should have to pay and use my DJI care as I didn't crash or damage the aircraft. I'm so confused.
2017-9-2
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DJI Susan
Administrator
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Could you tell us your case number? I'd like to check the current status.
2017-9-2
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el pelo
lvl.3
Flight distance : 236768 ft
United States
Offline

CAS-892267-Y1H0Y8
2017-9-2
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DJI Thor
Administrator
Flight distance : 13602 ft
Online


Thanks for the feedback, I had informed the appropriate department to take care of your case soon, hope we can get it sorted out shortly. Appreciate your patience.
2017-9-2
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el pelo
lvl.3
Flight distance : 236768 ft
United States
Offline

DJI Thor Posted at 2017-9-2 19:08
Thanks for the feedback, I had informed the appropriate department to take care of your case soon, hope we can get it sorted out shortly. Appreciate your patience.

Thanks for everyone's help. The story continues...

Apparently when the DJI service center received my Mavic the gimbal arm was broken. I find that hard to believe since the gimbal clamp and protector were both on the Mavic and it was sent double boxed in the original DJI packaging.

I still don't  feel like I need to use my DJI refresh. I simply sent it in for warranty because the compass was defective and this is out of my control.  My flight records would show it has never been crashed.

Customer Service has been slow to respond but so far I have been without a properly functioning Mavic about 4 weeks. I didn't get to take it on my recent trip to Ireland which is why I bought it.
2017-9-8
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fansc2962bbc
lvl.4
Flight distance : 29452 ft
Norway
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Agree. Sounds like a warranty case to me.
2017-9-8
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el pelo
lvl.3
Flight distance : 236768 ft
United States
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fansc2962bbc Posted at 2017-9-8 06:25
Agree. Sounds like a warranty case to me.

Hoping someone from DJI does the right thing here. I keep getting reminders to pay their invoice.

I won't get my original back which I understand but its still frustrating as I just shelled out $1000 and now I get a used unit.

I guess if they keep holding my Mavic hostage I can look into what kind of buyers protection I have through my credit card company.
2017-9-8
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TomGuyz
lvl.2
Flight distance : 72497 ft
Malaysia
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That was a bad experience that your facing. Hope that the DJI person can sort it out as soon as possible.
2017-9-8
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el pelo
lvl.3
Flight distance : 236768 ft
United States
Offline

TomGuyz Posted at 2017-9-8 06:49
That was a bad experience that your facing. Hope that the DJI person can sort it out as soon as possible.

Thanks me too!
2017-9-8
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el pelo
lvl.3
Flight distance : 236768 ft
United States
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Any DJI reps online? I would really like an update as I am still in the dark about what is going on?
2017-9-9
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DJI Thor
Administrator
Flight distance : 13602 ft
Online

el pelo Posted at 2017-9-9 04:32
Any DJI reps online? I would really like an update as I am still in the dark about what is going on?

Sorry for getting back late. I had forwarded your concern to the manager and will have someone to contact you soon. Appreciate your patience.
2017-9-10
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el pelo
lvl.3
Flight distance : 236768 ft
United States
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Starting to get frustrated at this point. It has been almost 2 weeks and no word back from DJI.

I sent in my Drone in perfect physical condition. That is what I would expect to receive back....not a bill from DJI ?
2017-9-12
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