Here its my post!!!


https://forum.dji.com/forum.php? ... p;page=1#pid1325495


and here the response from mexico,.....and the evidence its the evidence taht the prodcut came that way......

I’m sorry you’re feeling disappointed but please tell me how did you buy your osmo. It will be great that if you can provide me case number or ticket number. We will help you locate the problem. Thanks for your support.

DJI Elektra Posted at 2018-5-1 01:25
I’m sorry you’re feeling disappointed but please tell me how did you buy your osmo. It will be great that if you can provide me case number or ticket number. We will help you locate the problem. Thanks for your support.

HI I have this ticket number.....SFP84

So also I asked the "specialist " for a document that certifies as a DJI specialist, he doesnt have any

and why if I go to a DJI STORE,   why somebody from HELLBOSS in MEXICO check my equipment....without an official paper that certifies that its store for warranty.

I think that the person that says its a specialist and the store has to be certified   by DJI...not just and engineer......

j3bmex@gmail.co Posted at 2018-5-1 06:43
HI I have this ticket number.....SFP84

So also I asked the "specialist " for a document that certifies as a DJI specialist, he doesnt have any

Hi there, SFP84 is not our official case number but the repair number by your dealer, per the images you provided, there is physical damage with the device, if you do not agree with the damage evaluation and the resolution provided by your dealer, we recommend to send in the device to our official repair center for further diagnosis, please contact our support team to start a ticket.

DJI Mindy Posted at 2018-5-1 21:15
Hi there, SFP84 is not our official case number but the repair number by your dealer, per the images you provided, there is physical damage with the device, if you do not agree with the damage evaluation and the resolution provided by your dealer, we recommend to send in the device to our official repair center for further diagnosis, please contact our support team to start a ticket.

Ok I will contact your support team....but now my equipment have been touched by somebody that its not certified by DJI and also its store its call HELBOSS...so i think that a 3rd party that its not DJI touched and manipulated  the equipment

j3bmex@gmail.co Posted at 2018-5-2 07:20
Ok I will contact your support team....but now my equipment have been touched by somebody that its not certified by DJI and also its store its call HELBOSS...so i think that a 3rd party that its not DJI touched and manipulated  the equipment

OK...everything...seems better now...Mexico retailer doesnt has the authorization in this case to approve a replacement.....But The equipment has been shipped to DJI and the warranty will APPLY.....

j3bmex@gmail.co Posted at 2018-5-2 10:04
OK...everything...seems better now...Mexico retailer doesnt has the authorization in this case to approve a replacement.....But The equipment has been shipped to DJI and the warranty will APPLY.....

Glad to know that, please post the case number which should be CAS-xxxxxx-xxxxxx here if you need any assistance during this process, we will do our best to help.

DJI Mindy Posted at 2018-5-2 22:48
Glad to know that, please post the case number which should be CAS-xxxxxx-xxxxxx here if you need any assistance during this process, we will do our best to help.

sure its CAS-1748195-Y4X1T6

j3bmex@gmail.co Posted at 2018-5-4 08:27
sure its CAS-1748195-Y4X1T6

Thanks for the case number,  the drone hasn't arrived in the facility, our repair center will take care of it when it arrives, no worries.

DJI Mindy Posted at 2018-5-6 21:32
Thanks for the case number,  the drone hasn't arrived in the facility, our repair center will take care of it when it arrives, no worries.

Well...Imagine...I asked for the track number to "HELL BOSS "company at charge in Mexico, now is asking me for my ticket of purchase...that they  already have, I gave to them when I asked for the warranty .....

j3bmex@gmail.co Posted at 2018-5-7 16:54
Well...Imagine...I asked for the track number to "HELL BOSS "company at charge in Mexico, now is asking me for my ticket of purchase...that they  already have, I gave to them when I asked for the warranty .....

The package hasn't arrived in our facility, maybe they forgot you have provided the proof of purchase, you could explain to them or send the POP to them again.

DJI Mindy Posted at 2018-5-7 21:06
The package hasn't arrived in our facility, maybe they forgot you have provided the proof of purchase, you could explain to them or send the POP to them again.

You know...now you will see the burocracy in MEXICO.....I went to the DJI store 26th April...for Warranty.... until April 30th I got a response from HELLIBOSS...I chat with one of your teammates and he told me that I had to authorise sent of equipment... I did it the same day, sending an email to HELLIBOSS authorising the send of my equipment.... They answer the same day and they write they will send it...Yesterday May 7th....they send me a mail asking me for my ticket of purchase...and until today they give me another number that i already have with you...and I told them

CAS-1767959-N7F2G3

j3bmex@gmail.co Posted at 2018-5-8 08:51
You know...now you will see the burocracy in MEXICO.....I went to the DJI store 26th April...for Warranty.... until April 30th I got a response from HELLIBOSS...I chat with one of your teammates and he told me that I had to authorise sent of equipment... I did it the same day, sending an email to HELLIBOSS authorising the send of my equipment.... They answer the same day and they write they will send it...Yesterday May 7th....they send me a mail asking me for my ticket of purchase...and until today they give me another number that i already have with you...and I told them

CAS-1767959-N7F2G3

And they sending until today The equipment...so how I can trust "HELLIBOSS"

j3bmex@gmail.co Posted at 2018-5-8 08:52
And they sending until today The equipment...so how I can trust "HELLIBOSS"

We are so sorry for the unpleasant experience with the dealer, the issue will be escalated to the appropriate department for attention, we will keep improving the customer service from the dealer, hope you will get it back soon.

DJI Mindy Posted at 2018-5-8 23:42
We are so sorry for the unpleasant experience with the dealer, the issue will be escalated to the appropriate department for attention, we will keep improving the customer service from the dealer, hope you will get it back soon.

Any new information.....

j3bmex@gmail.co Posted at 2018-5-15 08:30
Any new information.....

The package still hasn't arrived in the facility, can you please get the tracking number from the dealer? Our related team is still communicating with the dealer, sorry for the delay, we will also try to get the tracking number from the dealer and escalate the case.

Thanks for your patience, our related team has made an investigation, because of the system reason and the send in process by dealer, your previous case is not working for the dealer to send in the unit, the package is on the way to our repair center, but it was a little bit delayed by the clearance. Please check the details here. We will arrange expedited repair when it arrives, thanks for your patience.

DJI Mindy Posted at 2018-5-17 04:57
Thanks for your patience, our related team has made an investigation, because of the system reason and the send in process by dealer, your previous case is not working for the dealer to send in the unit, the package is on the way to our repair center, but it was a little bit delayed by the clearance. Please check the details here. We will arrange expedited repair when it arrives, thanks for your patience.[view_image]

Until today, it’s close to a month in this case, yeah I have patience but what can you told me about all the jobs I can’t do, and money lost because these delay of my equipment. I don’t know what Helliboss told you but they said me that my equipment has not change because they are afraid of taking a superior call about changing the equipment, because they could be charged for that and they don’t have the capacity to take that decision . So you hire people that take decisions because they are afraid to be charged, so they said I broke the equipment.That it’s not a specialist….Its that why since the begining I ask for help on dji.com.  And as I claimed via web…and get my first case number I asked for warranty because I went 3 days after I bought the equipment, and the equipment failed since I open the box.

j3bmex@gmail.co Posted at 2018-5-18 09:35
Until today, it’s close to a month in this case, yeah I have patience but what can you told me about all the jobs I can’t do, and money lost because these delay of my equipment. I don’t know what Helliboss told you but they said me that my equipment has not change because they are afraid of taking a superior call about changing the equipment, because they could be charged for that and they don’t have the capacity to take that decision . So you hire people that take decisions because they are afraid to be charged, so they said I broke the equipment.That it’s not a specialist….Its that why since the begining I ask for help on dji.com.  And as I claimed via web…and get my first case number I asked for warranty because I went 3 days after I bought the equipment, and the equipment failed since I open the box.

Checked your tracking number, it shows the clearance is over. I sympathize with your situation, we will escalate your case as soon as we receive your osmo+.

DJI Elektra Posted at 2018-5-19 00:12
Checked your tracking number, it shows the clearance is over. I sympathize with your situation, we will escalate your case as soon as we receive your osmo+.

...another week.......and Im still waiting....

j3bmex@gmail.co Posted at 2018-5-25 08:56
...another week.......and Im still waiting....

Sorry for keeping you waiting. I've checked your case again, the package has been received and updated in our system. The replacement will be shipped out soon, please keep an eye on the tracking number later.

DJI Susan Posted at 2018-5-25 23:33
Sorry for keeping you waiting. I've checked your case again, the package has been received and updated in our system. The replacement will be shipped out soon, please keep an eye on the tracking number later.

Half of the week.... 4 days since the last post....and Im still waiting!!!

j3bmex@gmail.co Posted at 2018-5-30 08:58
Half of the week.... 4 days since the last post....and Im still waiting!!!

The replacement has been approved by our repair service, please contact our dealer to get the replacement drone, we will also inform the dealer in advance.

DJI Mindy Posted at 2018-5-30 22:36
The replacement has been approved by our repair service, please contact our dealer to get the replacement drone, we will also inform the dealer in advance.

The dealer here in Mexico????   With which case number??, I mean after more than 30 days I just call And say, That you approved the replacment???

j3bmex@gmail.co Posted at 2018-5-31 08:58
The dealer here in Mexico????   With which case number??, I mean after more than 30 days I just call And say, That you approved the replacment???

The correct case number is CAS-1767959-N7F2G3, the drone was sent back to NA repair center for repair service and we have decided to replace the device for you. The seller should have the device in stock, please get it from them directly, that would be the quickest way.

DJI Mindy Posted at 2018-5-31 22:22
The correct case number is CAS-1767959-N7F2G3, the drone was sent back to NA repair center for repair service and we have decided to replace the device for you. The seller should have the device in stock, please get it from them directly, that would be the quickest way.

Today June 1st, I call to Heliboss and DJI store Mexico....and they dont have information on my case number!!!!...SO they cant give me anything until you let them know...... really???...Another weekend without my equipment!!!! ...It suposed to be faster......

j3bmex@gmail.co Posted at 2018-6-1 08:35
Today June 1st, I call to Heliboss and DJI store Mexico....and they dont have information on my case number!!!!...SO they cant give me anything until you let them know...... really???...Another weekend without my equipment!!!! ...It suposed to be faster......

Sorry for this. I'll double check with the designated team to confirm the exact status.

DJI Susan Posted at 2018-6-1 23:52
Sorry for this. I'll double check with the designated team to confirm the exact status.

Thanks!!!... I have my replacement osmo already....and works perfect since beginning, no gray or black screens or recorded atom errors!!!!

j3bmex@gmail.co Posted at 2018-6-6 10:55
Thanks!!!... I have my replacement osmo already....and works perfect since beginning, no gray or black screens or recorded atom errors!!!!

Great! We're glad to hear everything works well now. Wish you have a good time flying the drone.