fansefaa0706
lvl.1
Flight distance : 9669 ft
Belgium
Offline
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Dear DJI,
I have crashed my mavic mini.
the reason for the crash lies entirely with me, being a "new pilot".
Luckily I have the DJI care refresh.
I have sent my drone for replacement under the DJI care refresh.
My drone was sent after getting the UPS-label, was entered into the system, then I got a quote for repair/replacement.
I have payed for the replacement within 4 hours after receiving the quote.
Since then I'm getting absolutely nowhere when asking for updates, and to be honest it is getting quite frustrating...
(see time line at the bottom of the post)
Since then the progress says: Shipping preparation (7may) - it will take 1-2 working day for shipment confirmation after the repair is complete. Please wait patiently.
I have been contacting your online support at least 5 times. Every time again they tell me to wait 1-2 working days, wich I then do...
Further have called 2 times, with the same result.
as last I have sent an e-mail to support, without any reaction whatsoever.
=> when asking if there is a way to escalate, the people I have been talking/chatting to, keep saying that they have done what they could, and that I should wait another 1-2 working days....
To be honest all the above is getting very frustrating, to say the least.
I was told that the normal process takes 5-7 workingdays in total. by now we are 30 days and counting
All I'm asking for is to have an honest reply to my main questions:
When is a reasonable time-frame on when I can get my drone back?
And as it is taking so long, what is the reason for the delays?
Is there a possiblity to escalate this case?
thank you in advance for your help and effort,
B rgds,
Stefan
timeline:
started the case: april 27
received by DJI: 4 may
damage assesed: 6 may - 14.06 hours
payment received by DJI: 6 may - 17.59 hours
replaced: 7may
Since then the progress says: Shipping preparation (7may) - it will take 1-2 working day for shipment confirmation after the repair is complete. Please wait patiently.
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