Hi there,
Hoping one of you DJI Support admins can help escalate this... Not getting much help from the support phone or email..
Short version:
Was gettng mid-air camera/gimbal resets, and "jelly" in my footage. So I emailed tech support and sent video showing the problem.
Was told to send it in and they will evaluate. I sent last week, and they got it yesterday
Quick turnaround and quote saying they needed to replace: the Middle Frame Module, Rear Right Motor Arm, and Front Left Motor Arm. And no mention of the camera or gimbal.and they quoted me $79 for this under DJI Care
As my drone had not crashed, and was in perfect shape other than the defective camera issue, I assumed they were looking at the wrong drone.
I called them and explained and got the "dont be concerned, its going to be replaced with a new drone and camera.."
Fine, except for the fact that it was a defective camera that "should" be covered under Warranty (got the drone in November 2017) AND I had mistakenly left my 200gb SD card in it that I would like back... Also I trusted my drones flying capabilities, and keep seeing in this forum that DJI replaces drones with refurbished ones and they've fallen out of the sky, had batteries eject mid-flight, etc... I'd rather just get the new camera/gimbal with the drone that I trust...
I just sent an email this afternoon explaining all this, and got this response that doesnt answer anything I asked about:
"The parts on the invoice are there mainly for cosmetic damage. Since the invoice sent is for DJI Care Refresh, the aircraft will be replaced in full with a working one, including a working gimbal/camera. The parts on the invoice do not need to be adjusted to resolve the main issue. "
There was no cosmetic damage...
The case is CAS-1468803-N2S2G6 CRM:0320000002480
I will email all supporting documentation if needed.
Thank you-=James Hannon
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