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Bad customer experience and DJI Support needed
488 8 2018-11-28
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Cepheroh
Second Officer
Flight distance : 1691959 ft

Singapore
Offline

Hi DJI Moderator if you read my thread,

I need your help to check and follow up on my case -CAS-2463414-J6T0K5. I contacted DJI Support for my Mavic air defect and also for warranty claim and they have created a case for me on 10th Nov. They gave me an address in Hong Kong to deliver the Drone for repairs and so I ship it out via DHL and shipment was received by someone by the name Mr Lam at delivery address on 19th Nov. I am surprised to later found out that the service centre it is in Fu Bao, Shenzen China! Not sure why need to deliver to Hong Kong and why not straight to Shenzen China. I have contacted online support and also email them at support@DJI.com and all they said that I have to wait for customs clearance, Hong Kong service centre back to normal and Specialist to open my package.I m getting different answers from everyone. I don't think online support can help me because the are located in Australia! and not sure whether they physically know where is my Drone now. Today its already 28th Nov and there is no update in the DJI repair online tracking site.

I am worried now and I hope Members here or Moderator can help me on this.

Regards.
2018-11-28
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DJI Mindy
Administrator
Flight distance : 7 ft
Offline

Hi Cepheroh, we are sorry to inform you that due to the merger of Hong Kong Customs and Commodity Inspection, the processing period for the product you sent to the Hong Kong repair center may be extended. We are verifying with the related team of the current status and will keep you updated soon, please wait patiently, sorry for the inconvenience caused.
2018-11-28
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Cepheroh
Second Officer
Flight distance : 1691959 ft

Malaysia
Offline

DJI Mindy Posted at 11-28 03:42
Hi Cepheroh, we are sorry to inform you that due to the merger of Hong Kong Customs and Commodity Inspection, the processing period for the product you sent to the Hong Kong repair center may be extended. We are verifying with the related team of the current status and will keep you updated soon, please wait patiently, sorry for the inconvenience caused.

Hi DJI Mindy, thank you for your prompt response. Looking forward to get an update from you later and hope that atleast we have a manifest in system.
2018-11-28
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DJI Mindy
Administrator
Flight distance : 7 ft
Offline

Cepheroh Posted at 11-28 04:06
Hi DJI Mindy, thank you for your prompt response. Looking forward to get an update from you later and hope that atleast we have a manifest in system.

No problem, I will keep you updated in working hours once I get any feedback from the related team. Thanks for your patience.
2018-11-28
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DJI Mindy
Administrator
Flight distance : 7 ft
Offline

Hello Cepheroh, the status of your case has been updated, the quotation will be sent to you very soon, please note the email later.
2018-11-29
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Cepheroh
Second Officer
Flight distance : 1691959 ft

Malaysia
Offline

Hi DJI Mindy. I am not sure what you did but it helps. Yes i got a manifest update and also an email from DJI Supervisor for my case. Appreciate your help and this is really good customer service. Looking forward for the quotation and hopefully the warranty claim is valid
2018-11-29
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DJI Mindy
Administrator
Flight distance : 7 ft
Offline

Cepheroh Posted at 11-29 01:28
Hi DJI Mindy. I am not sure what you did but it helps. Yes i got a manifest update and also an email from DJI Supervisor for my case. Appreciate your help and this is really good customer service. Looking forward for the quotation and hopefully the warranty claim is valid

No worries, the quotation email will be sent very soon, hope everything goes smoothly and you will get back in the air again.
2018-11-29
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Cepheroh
Second Officer
Flight distance : 1691959 ft

Malaysia
Offline

I got the invoice and DJI fully provide FOC for my case. The board and IMU unit confirned defect and warranty is valid. Thank you DJI Mindy and your team for the support and hope i will fly back soon
2018-11-29
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DJI Mindy
Administrator
Flight distance : 7 ft
Offline

Cepheroh Posted at 11-29 20:30
I got the invoice and DJI fully provide FOC for my case. The board and IMU unit confirned defect and warranty is valid. Thank you DJI Mindy and your team for the support and hope i will fly back soon

Not at all, hope you will get it back soon.
2018-11-29
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