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Delay of Product Delivery and Repair Notice
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5098 53 3-23 06:08
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DJI Support
DJI team
Flight distance : 2408 ft

China
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Dear customers,

Due to COVID-19 prevention and traffic controls, product repairs and shipment times are expected to be delayed. We are sorry for any inconvenience caused. We will try and resume normal operations as soon as possible. If you have any questions during this period, feel free to contact DJI Support via chat or email for assistance. Thank you for your understanding and support.

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Best regards,
DJI Support
March 23, 2020








3-23 06:08
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djiuser_ajFNRXwTfXI8
New

Netherlands
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May I know how many days of delay is expected for a new drone delivery in Europe?
3-24 06:47
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SupBro
First Officer
Flight distance : 1214177 ft
United States
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Stay safe!
3-24 17:47
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WebParrot
Captain
Flight distance : 8871 ft
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United States
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djiuser_ajFNRXwTfXI8 Posted at 3-24 06:47
May I know how many days of delay is expected for a new drone delivery in Europe?

If you can't wait for one, try some of the retail vendors who carry the product.  Apple, b&hphotovideo, both have the basic and combo in stock.  Both have international sales and the distribution channels would be something to look into as the covid-19 is affecting everything worldwide (in some fashion)
3-27 09:27
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FiLiNuX
lvl.3
Flight distance : 364304 ft
United States
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Anyone know what exactly "Some repairs suspended" entails?  I think everyone would realize that a delay is almost entirely unavoidable at this point and be understanding and patient.  The suspended verbiage however makes me think of repair processes possibly not being completed.  

Positive thoughts, energy, and prayers being sent out to everyone here & around the world!!  

Take care & be safe!!
3-27 20:05
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Lucas775
Captain
Flight distance : 12390778 ft
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United States
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Stay safe and God bless.
3-28 12:23
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Woe
Captain
Flight distance : 4129268 ft
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United States
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Thanks for the info.
4-3 04:55
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patdig
lvl.2
Flight distance : 232326 ft
Canada
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I have a case repair number for my Mavic Mini, but have not received my email with the mailing label. Will I be notified by email when the repair facility will open for normal operations?
4-3 09:50
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fansdf38a589
lvl.1

United States
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I have been with out a drone for pretty much 3 weeks now after starting a dji Refresh claim I received a the replacement and now the battery is faulty on the new drone that came with the new drone I was told to send the old one in like I did with the crashed drone and they would receive another battery which would take another week and a half!!!!!!


This is not acceptable I would like dji just to send me a new battery free of charge and be done with it please someone please contact me in Regards to this my original case number is:

CAS-4112574-X9H0B1
4-10 14:41
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fans65019e57
lvl.1

United States
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I bought 2 fpv goggless and 2 air units. One air unit did not work... its almost 3 weeks and a half now . And they only say because covid 19  that the department for repairs is closed.... this is very frustraiting...that I have a case and I need to wait for a maul package to send the unit to repair.....
4-10 15:50
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Vlas
Captain
Flight distance : 1356020 ft
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United States
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I've definitely felt the delay.
4-28 10:08
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djiuser_xpVOrYT5Bbzr
lvl.1
Flight distance : 938 ft
United States
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I placed an order 4/24 and was given an original arrival date of 4/29. That changed to 4/30 and now “No scheduled delivery date available at this time.” I understand there are shipping delays but had I known all of this I would have driven 2 hours and bought one in person. Very disappointed and I used the support chat and was rudely disconnected when trying to report my problem.
5-1 06:50
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Drone668
lvl.4
United States
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djiuser_xpVOrYT5Bbzr Posted at 5-1 06:50
I placed an order 4/24 and was given an original arrival date of 4/29. That changed to 4/30 and now “No scheduled delivery date available at this time.” I understand there are shipping delays but had I known all of this I would have driven 2 hours and bought one in person. Very disappointed and I used the support chat and was rudely disconnected when trying to report my problem.

That is unfortunate, hopefully you will be able to get it either in person or sometime in the future.
5-1 14:52
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djiuser_BD28ntAsHhzr
lvl.2

United States
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djiuser_xpVOrYT5Bbzr Posted at 5-1 06:50
I placed an order 4/24 and was given an original arrival date of 4/29. That changed to 4/30 and now “No scheduled delivery date available at this time.” I understand there are shipping delays but had I known all of this I would have driven 2 hours and bought one in person. Very disappointed and I used the support chat and was rudely disconnected when trying to report my problem.

Just get a refund and then go for a drive.
5-2 01:57
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djiuser_xpVOrYT5Bbzr
lvl.1
Flight distance : 938 ft
United States
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djiuser_BD28ntAsHhzr Posted at 5-2 01:57
Just get a refund and then go for a drive.

I tried, that’s when the person on the DJI chat very frankly told me that wasn’t an option, I would have to wait for delivery but he couldn’t tell me when that would be.... and he then disconnected...
5-2 05:17
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Drone668
lvl.4
United States
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djiuser_xpVOrYT5Bbzr Posted at 5-2 05:17
I tried, that’s when the person on the DJI chat very frankly told me that wasn’t an option, I would have to wait for delivery but he couldn’t tell me when that would be.... and he then disconnected...

I mean, eventually they will have to deliver it so it's just a matter of time.
5-2 05:21
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djiuser_xpVOrYT5Bbzr
lvl.1
Flight distance : 938 ft
United States
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Drone668 Posted at 5-2 05:21
I mean, eventually they will have to deliver it so it's just a matter of time.

Not to be rude, I understand “eventually” it will be delivered, but this is the first time I’ve ever given a company $600 and not known when said product would be delivered. I’m already in the process of going through my bank for a refund and for sure will never solicit any business from DJI again.
5-2 22:54
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djiuser_HhA4Uiz9TTT0
lvl.1

United States
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Good Morning, reading through several threads on "Delivery" It would be help ful for those of us who have orders and Anxiously waiting if you would add a Processing time completion date as this seems to be the longest part of your Order system. Putting a date for completion of processing would be great! Thanks.
5-3 05:18
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Drone668
lvl.4
United States
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djiuser_xpVOrYT5Bbzr Posted at 5-2 22:54
Not to be rude, I understand “eventually” it will be delivered, but this is the first time I’ve ever given a company $600 and not known when said product would be delivered. I’m already in the process of going through my bank for a refund and for sure will never solicit any business from DJI again.

I understand what you're saying. I think it is a good idea to get a refund right now given the current situations, but after all this ends, I think DJI is still a good company to buy drones from. So far I have had pretty good experiences with DJI, although it was before this special circumstance. Also if you pay with Paypal the refund process might be easier. Stay safe out there.
5-3 05:33
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djiuser_tuyn8hYOP8w1
lvl.1

United States
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Is there any update on this, I just ordered a mavic mini and got an arrival date of August 5th. Which is ridiculously far away and the care refresh is already started since it “shipped” which means I basically loose out on 4 months of coverage. Should I be pushing for a refund and purchase this elsewhere?
5-5 20:42
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djiuser_rUhEF0uaOQzn
New

United States
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I have a question
5-6 18:48
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fansda13d497
New

United Kingdom
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djiuser_ajFNRXwTfXI8 Posted at 3-24 06:47
May I know how many days of delay is expected for a new drone delivery in Europe?

I’m still waiting too. Ordered and paid last Friday(1st May) and still waiting. My tracking has been stuck in China for 4 working days too.
5-7 02:05
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Elfman
Second Officer
Flight distance : 151716 ft
United Kingdom
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so does that mean the new mavic air 2 wont be with customers until sometime in june?
5-7 13:51
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barbelle
lvl.2
United States
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Has anyone had any experiences with repairs at this time.? Any idea of the expected increase in time ( even a range) for a typical repair?
5-8 22:42
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grahamdoherty7
lvl.1

United Kingdom
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thanks for info waiting on mavic mini
5-10 10:07
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djiuser_ZPawvq6bGXJ4
lvl.1

United Kingdom
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Hello!

I ordered my Mavic Air 2 on the 4th May and it is marked as shipped and showing in Shenzhen, however it has shown as that since Saturday.

Of course with everything going on, delays to shipping are understandable and out of your control but as with another user here, my Care service has begun and so I am wondering whether it would be better to try and buy one from somewhere else that might have some stock closer to (or in) the UK, and if so, how would it be best to arrange a refund for the Air 2 and Fly More package?

Are you able to provide any rough estimates as to when it would be delivered if I do keep this order?

Stay safe, and thank you!

An excited customer
5-13 09:24
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djiuser_44rSmbntgwGH
lvl.1

United States
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I purchased an osmo action over Mother’s Day weekend because of the great sale price. It was supposed to be delivered tomorrow but I see it has been delayed due to clearance issues once it got to Memphis Tennessee. How long will this delay be?
5-13 16:47
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djiuser_44rSmbntgwGH
lvl.1

United States
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Issue already resolved
5-14 08:26
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djiuser_aG6igtayIRR7
lvl.2
Flight distance : 494974 ft
Canada
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Ordered Mavic 2 Pro w/smart controller 05/24. Payment cleared within hours. Contacted customer service 05/25 asking about shipping delays due to covid19. CS Rep told me it should ship 05/26 and to allow 3-5 business days for delivery. It's now 05/28 and my package has still not shipped. Contacted CS again only to be told there's not much more they can tell me that isn't already on the website in my account, but they did flag my order as priority and the representative told me to expect an email with a more accurate shipping date in 24-48 hrs.

Hope they do, I'm not impressed to cough up almost CAD$3000 and still have diddly squat to show for it a week later and no one can tell me anything that gives me any confidence. If I didn't want the thing so bad I already would have clicked the refund button in my account and been done with this waiting game...
5-28 20:18
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djiuser_UoANbjTYG69Q
lvl.1
Flight distance : 34711 ft
United States
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I just got the mavic mini and the controller won't charge brand new..provided cables and all? I just want to fly plz help!!
6-1 05:30
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fans3dc088f6
lvl.1
Flight distance : 6394 ft
United States
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Sent my mavic mini in for repair/replacement under dji care refresh and it arrived at the Texas facility on thursday 6/4. It’s now Monday 6/8 and have not had any updates or anything on it. Still shows me it’s in ther processing stage and not in the “to be handled” stage. I thought dji care refresh was supposed to prioritize the repair/replacement prices for the buyer? Need help to get the ball going if anyone can help me. Case number is CAS-4394222-W9B8D2
6-8 10:37
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TheVoT
lvl.4
Ireland
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any update on how many days of delay are expected for a new drone delivery in Europe?
6-18 07:42
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fans9c7ca6e5
lvl.1
Flight distance : 1529 ft
United States
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Device has been delivered successfully to DJI Grapevine Texas location but site still says 'The replacement device will be shipped to you once the damaged device is received by DJI.'

Any idea what's going on?
6-18 12:30
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Repairsux
New

United States
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This is complete BS.  I chatted with support and they never told me about delays and could not talk to anyone because of long wait times and hung up after an hour listening to the annoying guy.  We pay over $1k for these drones and to not have any ETA is complete BS.   You guys as a company SUCK.
6-19 06:54
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fansadc56045
lvl.1

United States
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DJI received payment for Mavic Mini June 7. FedEx tracking shows it is still in China. Any idea how long these are actually taking to reach their destination? I’m east coast USA.
6-19 12:53
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Kazzaaz
lvl.3
Flight distance : 10987228 ft
United States
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This Wednesday will be THREE WEEKS since DJI has received my drone for repair.
I have requested an update via email and have gotten nothing back.  The drone is still in the "Damage Assessment" phase.

I understand the situation but this is absolutely ridiculous.
I have purchased over 5 drones from DJI and they make a great product.  Unfortunately I may no longer fly with this company after such terrible customer service experiences.
It is SAD that the only way to get an answer from DJI is to complain on a public forum.

DJI - If you are reading this - a customer expects an UPDATE after this long - regardless of the COVID situation!
6-20 09:01
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djiuser_M6sBtHEkwqJI
lvl.1

United States
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The DJI website says my order is shipped but fedex has not received the package, can I still cancel?
6-21 12:14
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DJI Mindy
Administrator
Flight distance : 7 ft
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fansadc56045 Posted at 6-19 12:53
DJI received payment for Mavic Mini June 7. FedEx tracking shows it is still in China. Any idea how long these are actually taking to reach their destination? I’m east coast USA.

Hi there, we are sorry to keep you waiting, I managed to get your order number via your Forum account, the order is in transit, hope you will receive it soon.
6-21 20:34
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DJI Mindy
Administrator
Flight distance : 7 ft
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Repairsux Posted at 6-19 06:54
This is complete BS.  I chatted with support and they never told me about delays and could not talk to anyone because of long wait times and hung up after an hour listening to the annoying guy.  We pay over $1k for these drones and to not have any ETA is complete BS.   You guys as a company SUCK.

Hi Repairsux, we apologize for the inconvenience caused due to the extended repair turnaround, upon checking your case, the evaluation has been finished and the quotation email should be sent to you very soon, please note the email notification, thank you.
6-21 22:12
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djiuser_TlSyVbSRs3ls
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United States
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djiuser_xpVOrYT5Bbzr Posted at 5-1 06:50
I placed an order 4/24 and was given an original arrival date of 4/29. That changed to 4/30 and now “No scheduled delivery date available at this time.” I understand there are shipping delays but had I known all of this I would have driven 2 hours and bought one in person. Very disappointed and I used the support chat and was rudely disconnected when trying to report my problem.

Same here. $3,000 USD spent and for a week it’s been sitting waiting to be delivered to FedEx. The initial information said the DJI store orders would be sent from within the US. Had they ONLY told the truth I could also have driven an hour away and had everything immediately.
6-28 03:32
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