Manul
lvl.1
Spain
Offline
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I got my Mavic Air exactly a week ago and was very excited to test it out. I have flown it a total of 3 times since then and had minor issues (like the Gimbal Motor Overloaded problems) which seemed to occur intermittently, but nothing major. But on Saturday I powered up the drone and it gave me a message "Processor Chip Critically overheated". The fan on the drone won't turn on anymore so it overheats pretty much as soon as I turned it on.
I was disappointed, but I understand these things happen, maybe I got a bad unit or something. I've seen a few threads with the same issue on these forums and the consensus seemed to be to just send it for repair or replacement. So I opened up a case nr. CAS-1635898-T1M2V7 and described the issue. Here's where things got interesting.
I received an email on the same day that stated the following:
We have checked your case number CAS-1635898-T1M2V7 for you to send the unit to our service center. As we have verified your shipping address is within the Santa Cruz de Tenerife Spain, we would need to have a shipping address that is within Spain mainland city for us to provide you a shipping label, or if none, we would suggest sending your unit to our service center in your own expense.
Also, we would still need an address when your unit is ready
to be shipped back from Mainland city in Spain or within EU, as UPS is unable
to reach the address you have put into your case number.
I was shocked at this to be honest. I live in the Canary Islands, which are part of Spain, which is in the EU. I don't understand how it is my problem that UPS is unable to ship here. I bought the drone from the official DJI website and it was shipped with DHL just fine. I also have DJI care. I can even ship it out on my own dime but then I have no way to get the drone back! What am I supposed to do? Move to mainland Spain just so that DJI can repair the defective drone?
I replied back with basically the same response as outlined above but haven't heard back. I contacted the DJI online support and they promised to call me back but that didn't happen yet. I am even still within the 15 day window of returning the product (as per EU law) but DJI is literally giving me no way to do this.
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