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Shipment Times and Delay
1360 31 2018-8-29
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fans331ee0d1
lvl.1
Germany
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I ordered my Mavic 2 Pro on friday august, 24th in the evening hoping for a delivery within 3-5 days (as the store said at that time). On tuesday the order was ready to pick up by DHL and it was done so by wednesday 29th. The tracking status on DHL's website says the package is being processed in Shenzhen for the last 24 hours. Estimated shipment times are being delayed day after day.
After calling DHL they tell me it is not shipped with Express and gave me another tracking number. The representive person told me it was highly unlikely that the shipment would be done within 5 days.

So why is the online store saying 3-5 days while those times are clearly unrealistic? Why is the package not being sent via Express? And why do i receive 3 different tracking numbers from different sources?

Kind regards
a customer
2018-8-29
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DH_Pilot
First Officer
Flight distance : 2312461 ft
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Slovakia
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That is really strange I would contact DJI support, I ordered on 23rd, package was sent out 25th and delivered today 30th by DHL to Slovakia so definitely it was sent via DHL express.
2018-8-29
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DH_Pilot
First Officer
Flight distance : 2312461 ft
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Slovakia
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And one more side note we had bank holiday yesterday 29th so if yesterday would be working day I would have it already yesterday so 4 working days for delivery from china to Slovakia.
2018-8-29
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DJI Susan
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Hi there, I managed to get your order number via the forum info, the package was send by DHL Express. It takes some time to update, you may check the tracking status later. We'll keep an eye on it as well.
2018-8-30
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fans331ee0d1
lvl.1
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DJI Susan Posted at 2018-8-30 00:26
Hi there, I managed to get your order number via the forum info, the package was send by DHL Express. It takes some time to update, you may check the tracking status later. We'll keep an eye on it as well.

Hey Susan, thanks for your reply. Would you tell me via PM which tracing number you used? Because I have 3 different ones from DHL. Thanks!
2018-8-30
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fans68308231
lvl.3
Flight distance : 200177 ft
United Kingdom
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DJI Susan Posted at 2018-8-30 00:26
Hi there, I managed to get your order number via the forum info, the package was send by DHL Express. It takes some time to update, you may check the tracking status later. We'll keep an eye on it as well.

Hi,

Could you check my shipment as well please.

Ordered on 23rd.

Tracking has been stuck at Departed Facility in SHENZHEN since monday.

DHL customer service dont know where it is.

Order No.:0449868180430
2018-8-30
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DJI Susan
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fans331ee0d1 Posted at 2018-8-30 00:35
Hey Susan, thanks for your reply. Would you tell me via PM which tracing number you used? Because I have 3 different ones from DHL. Thanks!

I've sent you a message in PM, please kindly check later, thanks!
2018-8-30
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DJI Susan
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fans68308231 Posted at 2018-8-30 00:39
Hi,

Could you check my shipment as well please.

I've checked your tracking number, the shipping status is estimated to be updated within 1-2 working days, you may check the status later.
2018-8-30
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fans68308231
lvl.3
Flight distance : 200177 ft
United Kingdom
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DJI Susan Posted at 2018-8-30 05:25
I've checked your tracking number, the shipping status is estimated to be updated within 1-2 working days, you may check the status later.

Thanks.

If it eventually arrives how do I go about getting the care refresh ive missed added back on.

Refresh was activated same day it left DJI on 27th.

2018-8-30
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DJI Diana
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fans68308231 Posted at 2018-8-30 05:53
Thanks.

If it eventually arrives how do I go about getting the care refresh ive missed added back on.

Hello. For the DJIcare issue all you need to do is to send an email to djicare@dji.com for further help. If you have any other concerns please feel free to contact DJI support for us to help you further. Have a safe and happy flying.
2018-8-30
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SMCantrell
New

Guam
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Hello, I ordered my Mavic 2 Zoom on August 24th, the website says shipped but does not list the shipping number, however, I was emailed the shipping number when the status changed to shipped. for the last 4 days when I track it through FedEx, it says "This tracking number cannot be found, please check the number or contact the sender." any Ideas when I can expect my purchases? I am hoping to take it on a trip in 2 weeks. Order Number: 0019848030780
2018-8-30
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DJI Mindy
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SMCantrell Posted at 2018-8-30 21:47
Hello, I ordered my Mavic 2 Zoom on August 24th, the website says shipped but does not list the shipping number, however, I was emailed the shipping number when the status changed to shipped. for the last 4 days when I track it through FedEx, it says "This tracking number cannot be found, please check the number or contact the sender." any Ideas when I can expect my purchases? I am hoping to take it on a trip in 2 weeks. Order Number: 0019848030780

Hi SMCantrell, sorry about this, we will verify with the related team of what happened to your order and keep you updated soon, please wait a moment, thank you.
2018-8-30
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DJI Mindy
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Flight distance : 7 ft
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SMCantrell Posted at 2018-8-30 21:47
Hello, I ordered my Mavic 2 Zoom on August 24th, the website says shipped but does not list the shipping number, however, I was emailed the shipping number when the status changed to shipped. for the last 4 days when I track it through FedEx, it says "This tracking number cannot be found, please check the number or contact the sender." any Ideas when I can expect my purchases? I am hoping to take it on a trip in 2 weeks. Order Number: 0019848030780

Hi there, thanks for your patience, we checked again in the FedEx website that the package has been delivered, did you receive it? GTScreenshot_20180831_165541.png
2018-8-31
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MarcoFlyer
lvl.3
Flight distance : 62326 ft
Italy
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I also ordered the day 24 August and my parcel is still in China at Shenzen .....
2018-8-31
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MarcoFlyer
lvl.3
Flight distance : 62326 ft
Italy
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I checked the tracking and it's already the third day the package is stopped in Shenzen,China.  Should I worry?
2018-8-31
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fans331ee0d1
lvl.1
Germany
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Original thread poster here: Called DHL twice and they basically can't tell me where exactly the package is. Maybe it's still in China, maybe it's on it's way to Germany.
No one knows.
It's been seven day since I ordered the drone and it is still out of sight .This is the last time I ordered through the online store. I never had such a frustrating customer experience before.
The fact that a parcel wort 1500€ is kind of lost and without information makes it even worse.
2018-8-31
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MarcoFlyer
lvl.3
Flight distance : 62326 ft
Italy
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I find the strange thing, Track DHL Express Shipments clearly shows where the shipment is. I agree with you, a shipment with these costs should be at least very fast.
2018-8-31
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fans331ee0d1
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Germany
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MarcoFlyer Posted at 2018-8-31 05:38
I find the strange thing, Track DHL Express Shipments clearly shows where the shipment is. I agree with you, a shipment with these costs should be at least very fast.

According to other people here in the threat and online some got there drones in Europe already. I guess it's just bad luck for some others. Order on one day and everything is fast, order the next and the whole shipment is catastrophic.
2018-8-31
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MarcoFlyer
lvl.3
Flight distance : 62326 ft
Italy
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today friday, no tracking notification for the whole day .... as if it had been lost .Incredible .....is just frustating ....
2018-8-31
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DJI Susan
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MarcoFlyer Posted at 2018-8-31 07:07
today friday, no tracking notification for the whole day .... as if it had been lost .Incredible .....is just frustating ....

Hi MarcoDlyer, I've read your post and responded as well: https://forum.dji.com/thread-164527-1-1.html
If there is any further question, please kindly keep us updated there for better follow-up, thanks so much!
2018-9-1
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DJI Susan
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fans331ee0d1 Posted at 2018-8-31 05:30
Original thread poster here: Called DHL twice and they basically can't tell me where exactly the package is. Maybe it's still in China, maybe it's on it's way to Germany.
No one knows.
It's been seven day since I ordered the drone and it is still out of sight .This is the last time I ordered through the online store. I never had such a frustrating customer experience before.

Sir, we're sorry for the unpleasant experience. The tracking status on DHL website may not update timely, please allow them some time. We'll keep an eye on the status and update for you. Thanks for your patience.
2018-9-1
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Gneorg
lvl.2
Flight distance : 91640 ft
Estonia
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I have the same issue, ordered Mavic on 27.08 it was shiped 31.08 via DHL Express and it arrived to DHL England today at night. I hope they will forward it today. But i have another order eith Mavic 2 combo, that was placed 24.08 and it hasnt been shipped yet. I think DJI has issues with shipping goods on time
2018-9-4
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DJI Susan
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Gneorg Posted at 2018-9-4 05:03
I have the same issue, ordered Mavic on 27.08 it was shiped 31.08 via DHL Express and it arrived to DHL England today at night. I hope they will forward it today. But i have another order eith Mavic 2 combo, that was placed 24.08 and it hasnt been shipped yet. I think DJI has issues with shipping goods on time

Hi Gneorg, may I have your order number for better assistance?
2018-9-4
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Gneorg
lvl.2
Flight distance : 91640 ft
Estonia
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DJI Susan Posted at 2018-9-4 23:16
Hi Gneorg, may I have your order number for better assistance?

Hi Susan,
I have received all of my orders this week. No need in assistance.
2018-9-13
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DJI Mindy
Administrator
Flight distance : 7 ft
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Gneorg Posted at 2018-9-13 07:21
Hi Susan,
I have received all of my orders this week. No need in assistance.

Hi Gneorg, Susan is not online today, glad to know you have received all the orders, please let us know if you have any further issue, we are always here to help, thank you.
2018-9-13
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djiuser_LDhjbT6KtzpW
lvl.1

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Order Time:        2018-08-22 08:16:42 (UTC)
Osmo RAW Combo + Extra SSD        USD $2,499.00        1
Waiting... 55 days.. lol  i need much, on the site especify 3-5 days, wtf? serius?
Send several supports and not receive my order only bla bla bla, i need wait but i need the can, dji abuse  this.
Order Number:  0019586708079
2018-10-17
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DJI Mindy
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djiuser_LDhjbT6KtzpW Posted at 2018-10-17 17:27
Order Time:        2018-08-22 08:16:42 (UTC)
Osmo RAW Combo + Extra SSD        USD $2,499.00        1
Waiting... 55 days.. lol  i need much, on the site especify 3-5 days, wtf? serius?

Hi there, we are terribly sorry for the delay of your order and the inconvenience caused, we have verified with the related team that the order was delayed because some of the accessories are out of stock, the warehouse is keeping pushing the production line, we will come back to you about the further resolution soon. Thank you.
2018-10-17
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DJI Mindy
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Flight distance : 7 ft
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djiuser_LDhjbT6KtzpW Posted at 2018-10-17 17:27
Order Time:        2018-08-22 08:16:42 (UTC)
Osmo RAW Combo + Extra SSD        USD $2,499.00        1
Waiting... 55 days.. lol  i need much, on the site especify 3-5 days, wtf? serius?

Hi there, thanks for your patience, we have verified with the related team that some parts are still out of warranty and we do not have the estimated date yet, even the order has been split, you cannot use them because of the lack of other parts, the email of the tracking number will be sent to you once the order is shipped, we have provided some DJI Credits for the compensation, we sincerely apologize again for the inconvenience caused.
2018-10-22
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djiuser_LDhjbT6KtzpW
lvl.1

Brazil
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DJI Mindy Posted at 2018-10-22 04:00
Hi there, thanks for your patience, we have verified with the related team that some parts are still out of warranty and we do not have the estimated date yet, even the order has been split, you cannot use them because of the lack of other parts, the email of the tracking number will be sent to you once the order is shipped, we have provided some DJI Credits for the compensation, we sincerely apologize again for the inconvenience caused.

THANKS.. I NEED WAIT IS PARTS FOR MY JOB. THANK YOU FOR YOU SUPPORT.
2018-10-25
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DJI Susan
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djiuser_LDhjbT6KtzpW Posted at 2018-10-25 21:01
THANKS.. I NEED WAIT IS PARTS FOR MY JOB. THANK YOU FOR YOU SUPPORT.

Sorry again for the inconvenience caused and thank you very much for your patience.
2018-10-25
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djiuser_LDhjbT6KtzpW
lvl.1

Brazil
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AGAIN NO SOLUTION.
90 DAYS WAITING ?

Payment Status:        Pay Confirmed
Payment Method:        Online Payment
Total:        USD $2,499.00
Order Time:        2018-08-22 08:16:42 (UTC)
Order Number:  0019586708079
ALL TIME RETURN AND NOT SEND MY ORDER NOT SEND PART ON ORDER.
THE FUCK CAMERA X5R IN SITE SINALIZE 3 TO 5 DAYS FOR SEND WTF MY CAMERA NOT SEND I WAITING FORA 90 DAYS 90 FUCK DAYS.
DJI HAS BECOME A UNFAIR COMPANY. HAS GOOD PRODUCTS. BUT SINCERELY NEVER BUY PRODUCTS OUT OF STOCK.
THIS AND MY REAL DISORDER, 90 DAYS, I WOULD UNDERSTAND UP TO SOME DAYS BEHIND, BUT NOW NO MORE.
2018-12-20
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DJI Mindy
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djiuser_LDhjbT6KtzpW Posted at 12-20 19:51
AGAIN NO SOLUTION.
90 DAYS WAITING ?
Payment Status:        Pay Confirmed

Hi there, we are so sorry to know the order still hasn't been shipped, we will have someone to contact you soon about the current status, please wait a moment, thank you.
2018-12-20
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