Yellowknife3
lvl.1
Canada
Offline
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Okay, I'm starting to get a feeling that DJI support can be frustrating. 4 to 9 days between replies, I'm not getting the service I expect. Also the serial number I provided was generated through my online account/registration of the unit and their instructions for me are not working on their website. See below exchanges (read bottom up due to email format;
repair.dji.com does not work for me because of my location in Canada according to your site. It advises me to contact DJI support. Please advise.
From: DJI Support (DJI Support) <support.us@dji.com>
Sent: June 27, 2020 6:51 PM
To: xxx
Subject: [DJI Support] : RE Re: [DJI Support] : RE [North America][Canada][Mavic Mini]Uncontrolled crash into water
##- 请在此行以上输入您的回复 -##
Your request(#2864558)has been updated, please reply the email below.
DJI Support (DJI Support)
2020年6月28日 GMT+8 上午8:51
Dear xxx
Thank you for contacting DJI Technical Support.
We are unable to find any drone with the serial number that you have provided in the previous email. The serial numbers should be found inside the battery compartment of your drone, beside the QR Code. You may submit an online repair request in our website: repair.dji.com. After submitting the request, you will receive a shipping label via email. Print that shipping label out and send your drone back to us.
Let us know if you have further questions regarding this matter. Thank you!
Best Regards,
Sab
DJI Technical Support
Website: http://www.dji.com/support
YouTube: http://s.dji.com/Youtube-DJI
Hi,
My complete shipping address is xxx
I do not have DJI Care
Date of incident: June 13, 2020
Time of incident: 9pm Mountain Time
Email account used: xxx
I have synchronized the Flight Record and Cached Video files from your mobile device by DJI FLY app.
I was not recording video when the incident occurred.
Thank you,
xxx
From: Alec (DJI Support) <support.us@dji.com>
Sent: June 18, 2020 5:00 PM
To: xxx
Subject: [DJI Support] : RE [North America][Canada][Mavic Mini]Uncontrolled crash into water
##- 请在此行以上输入您的回复 -##
Your request(#2839810)has been updated, please reply the email below.
Alec (DJI Support)
2020年6月19日 GMT+8 上午7:00
Dear xxx
Thank you for contacting DJI Technical Support.
We are sorry to hear about this unfortunate incident. Due to the sensitive electrical components, and given that the units are not waterproof, water damaged units are ineligible for a repair service. It is advised to send it in and offer us the flight records for data analysis. After analysis, we will offer solution accordingly.
Complete Shipping Address (No PO Box. Kindly send us your complete shipping address to avoid further issues for shipping):
Do you have DJI care (refresh): Please offer us the agreement number if yes.
Date and time of the incident:
Email address associated with your DJI Account you used for your last flight:
To claim data analysis and warranty service, below is also required. And please follow the steps in the file attached about how to synchronize the Flight Record and Cached Video files from your mobile device by DJI FLY app.
If you fail to sync your flight records to the cloud, please send us the flight record's txt files on your mobile device. Please also export the cached video to us if you were recording a video when the incident happened. Attached is the PDF instruction for your reference.
We are looking forward to your early reply and have a great day.
Thank you for choosing DJI and stay safe!
Best Regards,
Alec
DJI Technical Support
Website: http://www.dji.com/support
YouTube: http://s.dji.com/DJI-Tutorials
Nalla12
2020年6月15日 GMT+8 下午10:15
Products: Mavic Mini
Serial Number: 1sdlgap00403xh
Consultation Type:
Purchase Way:
Order Num:
Name: xxx
Location: North America
Country: Canada
Email: xxx
Dealers: Dr.Drone
Tel: xxx
Subject: Uncontrolled crash into water
Message: On June 3rd my Mavic Mini was hovering above water at 6 to 8m. I was taking photos. I began to adjust the exposure when the drone quickly descended without any inputs. It lost 7m of altitude in 12 seconds without warning, crashing into 4 feet of water. I was able to recover it 12 hours later. Unit was shipped to me November 9th, 2019 and arrived November 23, 2019. I believe the unit malfunctioned and this was not due to operator error. I would like DJI to please replaced the unit or repair it free of charge, or issue a full credit towards another unit. |
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