I need to give credit when credit is due.  I have had two incidents where I needed to contact customer support and both times it was handled with professionalism.
My Spark went down twice and both times it was no fault of my own and they replaced the units.  The second time when Spark went down it was not retrievable, as it fell into a lake.  The take away here is that DJI could have said sorry you must have the unit to utilize the warranty, they looked at flight records and determined that it was no fault of my own and are making good with the warranty.

I want to thank DJI for standing behind their products !!!!!  

Good to hear, congrats!

how do you file a claim? I just lost my Phantom 3 last week in the river.

Did you have only the Warranty and No DJI Care ?

You are VERY LUCKY that it was not your fault ! Very Happy for You Buddy !


Also BIG Welldone to DJI !

Mittens Posted at 2018-7-18 05:51
how do you file a claim? I just lost my Phantom 3 last week in the river.

Hi Mitten,

Go here on DJI Support -

https://www.dji.com/support

They have Live Chat too.

I opened a ticket and submitted my flight records from my phone.

My spark was above water with 90 % battery life with 16 satellites.  I had initiated the RTH and did not touch the sticks, instead of going up it went straight down,  After looking at flight records the only thing that stuck out was the amount of cell deviation it was in red,  

I agree that I was very lucky and a huge THANK YOU DJI !!!!!

nice to read that

Under warranty or DJI care? I had the same thing happen but I was lucky because the spark decided to just touch the water before climbing again.

My Spark was under warranty.  

My Spark also touched the water but unfortunately, it had flipped over and that was that.

So nice to see good news for a change,, well done and thanks for sharing..

Very happy to hear that! Kudos to DJI Customer Support, well done.

What I understand is if DJI determines that it was not a pilot fault it handles it as a warranty case and if drone is lost it is okay. If out of warranty but still under DJI care, the damaged drone must be returned. My lost bird was a warranty case as well and I got a free replacement as well. Good job, DJI.