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Support Issue - WHY!
680 10 2018-3-8
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Ottotto
lvl.3
Flight distance : 156811 ft
United States
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Hi Support,
Why after having a product 25 days, an exchange can take weeks or pay $69.00 under the assurance plan to have a new piece of drone sent in return within weeks.  I didn't break it.   ACC0 Data Error.  The assurance plan assures me I'll have to keep paying through the nose for a piece of drone defect, plus wait for the next possibly defective piece of drone.  There would go my second drone at a cost of $99.00, all the while it's actually a defective piece of drone. What a stiff, in my view.  The answer is because you can, to me it's clearly not customer centric.
Thanks,
Walter
2018-3-8
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A CW
Captain
Flight distance : 12810843 ft
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United Kingdom
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If the drone is a DOA unit (delivered to you with malfunctions out of the box) then ensure to claim under the manufacturer warranty which covers defects through no fault of the pilot. By using the standard warranty you do not have to use your care refresh plan and thus no excess to pay and you'll retain your 2 claim options for the remainder of the first 12 months since activation.
2018-3-8
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Ottotto
lvl.3
Flight distance : 156811 ft
United States
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Agreed except dji is very quick to warn about the length of delay resolving those issue and dji recommends using the assurance plan for "quicker" service.  At this point Total cost of ownership per flight hour is $200.00.  The drain is open let me pour 69.00 more dollars down.
2018-3-8
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Kloo Gee
Captain
Flight distance : 11321529 ft
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United States
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Ottotto Posted at 2018-3-8 14:55
Agreed except dji is very quick to warn about the length of delay resolving those issue and dji recommends using the assurance plan for "quicker" service.  At this point Total cost of ownership per flight hour is $200.00.  The drain is open let me pour 69.00 more dollars down.

From the day I opened my ticket to the day I got my warranty replacement back was exactly 2 weeks.  I felt like that was quite reasonable.

I made a review video about the process:
2018-3-8
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Ottotto
lvl.3
Flight distance : 156811 ft
United States
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Hey Kloo Gee,  I set my expectations much to high for this product line and company.  A similar tech company iRobot- roomba, it drove down the stairs - 3 day turn-around, so yeah, 2 -weeks, poor planning on my part-the project goes on and didn't budget for 2.  I do like your moniker.    Thanks,  Walter
2018-3-8
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DJI Thor
Administrator
Flight distance : 13602 ft
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Ottotto, I acquired your case number via the email. As I noticed that you applied for the DJI Care Refresh Express case, the turnaround will be faster than the regular repair process.
But according to your description, I don't know if there was a misunderstanding to the warranty and DJI Care Refresh plan. If the error is not caused by the user, we suggest user send the drone in, our engineers will check and see if it is a warranty case, and we have been doing hard to improve the speed of the repair.
As for now, the drone will be shipped when we receive your package, this is the plan's process, and please don't worry about the replacement, the drone will be fully tested. Should you have any issues with the plan or if there is anything we can help, please feel free to contact us, we'd love to help. Thank you for your kind understanding and your support.
2018-3-8
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Ottotto
lvl.3
Flight distance : 156811 ft
United States
Offline

DJI Thor Posted at 2018-3-8 18:18
Ottotto, I acquired your case number via the email. As I noticed that you applied for the DJI Care Refresh Express case, the turnaround will be faster than the regular repair process.
But according to your description, I don't know if there was a misunderstanding to the warranty and DJI Care Refresh plan. If the error is not caused by the user, we suggest user send the drone in, our engineers will check and see if it is a warranty case, and we have been doing hard to improve the speed of the repair.
As for now, the drone will be shipped when we receive your package, this is the plan's process, and please don't worry about the replacement, the drone will be fully tested. Should you have any issues with the plan or if there is anything we can help, please feel free to contact us, we'd love to help. Thank you for your kind understanding and your support.

Thanks, I spent the 69.00 because DJI assures faster service that way. (that's you btw, read your own website)   Please continue to cater to folks who are thrilled to have an item returned in 2 weeks.  
2018-3-9
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DJI Mindy
Administrator
Flight distance : 7 ft
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Ottotto Posted at 2018-3-9 01:57
Thanks, I spent the 69.00 because DJI assures faster service that way. (that's you btw, read your own website)   Please continue to cater to folks who are thrilled to have an item returned in 2 weeks.

For DJI Care Refresh Express, damage assessment and quotation are not required, which shortens the time required for replacement, customer should make their own decision if he/she would like DJI Care Refresh Express or normal repair process before sending in, please let us know if there is any other problem.
2018-3-10
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Ottotto
lvl.3
Flight distance : 156811 ft
United States
Offline

DJI Mindy Posted at 2018-3-10 03:29
For DJI Care Refresh Express, damage assessment and quotation are not required, which shortens the time required for replacement, customer should make their own decision if he/she would like DJI Care Refresh Express or normal repair process, please let us know if there is any other problem.

Ohhhh,  that does make sense! -cool. Thanks,  
2018-3-10
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DJI Susan
Administrator

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Ottotto Posted at 2018-3-10 06:34
Ohhhh,  that does make sense! -cool. Thanks,

I've checked your case, the package is on the way currently. The local team will take care once they received the unit. We'll keep follow up as well. No worries.
2018-3-10
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Ottotto
lvl.3
Flight distance : 156811 ft
United States
Offline

DJI Susan Posted at 2018-3-10 19:54
I've checked your case, the package is on the way currently. The local team will take care once they received the unit. We'll keep follow up as well. No worries.

Thank you.
2018-3-11
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