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DJI Care Refresh Express Case next step???
183 13 7-5 06:43
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The Chad
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United States
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I opened a case to express replace my Mavic Air 2 and paid the $69.00 USD.  But there is nothing that says what comes next.  The case details say "Send Your Product".  But it does not say where... ????  I've received no emails at all.  This is not a good process that leaves the customer guessing what comes next.
I read on another thread that I should expect a shipping label in a couple of days?  How is that "express"?  I will pay to ship this faster.  I need this turned around fast.  


Please advise.
-chad
7-5 06:43
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DJI Diana
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Hi, we're truly sorry to have been any trouble with your experience. We've pulled up your case using your DJI Forum account. We'll be sending you an email and kindly attach the proof of payment for your replacement using your DJI Care Refresh. This way, we can arrange a request in re-sending you the shipping label.

Again, we truly apologize for the inconvenience. Thanks in advance for your patience.

7-5 10:43
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The Chad
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DJI Diana Posted at 7-5 10:43
Hi, we're truly sorry to have been any trouble with your experience. We've pulled up your case using your DJI Forum account. We'll be sending you an email and kindly attach the proof of payment for your replacement using your DJI Care Refresh. This way, we can arrange a request in re-sending you the shipping label.

Again, we truly apologize for the inconvenience. Thanks in advance for your patience.

How can you re-send me a shipping label when I never received one to begin with?  Should the system have sent one?  My Paypal address is paypal@chadflorian.com, while my email address here and on DJI.com is me@chadflorian.com.  
I have my Paypal receipt, but zero emails from DJI on case CAS-4594469-D0S8M5
I will be watching for an email.

Thanks!
7-5 10:55
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The Chad
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I received the email end replied with my Paypal receipt.  I hope this can be turned around quickly.  Thanks!
7-5 11:11
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DJI Diana
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The Chad Posted at 7-5 11:11
I received the email end replied with my Paypal receipt.  I hope this can be turned around quickly.  Thanks!

Thanks again for your patience. We hope that we're able to help in assisting you with your query for today.  Feel free to reach us again for any DJI related concerns.

We're here to help.
7-5 11:37
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NikkiMau5
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DJI Diana Posted at 7-5 10:43
Hi, we're truly sorry to have been any trouble with your experience. We've pulled up your case using your DJI Forum account. We'll be sending you an email and kindly attach the proof of payment for your replacement using your DJI Care Refresh. This way, we can arrange a request in re-sending you the shipping label.

Again, we truly apologize for the inconvenience. Thanks in advance for your patience.
Hi DJI Diana! I have the same issue. S.O started with the repair steps by accident and called and cancelled it to use refresh, also utilized the express $69 additional to replace mavic air 2. Please assist in emailing shipping label since per instruction it said we have to pay using paypal and that is done
7-6 10:27
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The Chad
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I did refresh from the start, but still have no shipping label. Just give me the damn address and I'll send it myself.  I don't know why getting a shipping label takes more than a few minutes.
7-6 15:04
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DJI Diana
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The Chad Posted at 7-6 15:04
I did refresh from the start, but still have no shipping label. Just give me the damn address and I'll send it myself.  I don't know why getting a shipping label takes more than a few minutes.

Sorry to have kept you waiting, the shipping label has been sent to you, please check the email from UPS and send back the drone at your most convenience.
7-7 04:02
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DJI Diana
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NikkiMau5 Posted at 7-6 10:27
Hi DJI Diana! I have the same issue. S.O started with the repair steps by accident and called and cancelled it to use refresh, also utilized the express $69 additional to replace mavic air 2. Please assist in emailing shipping label since per instruction it said we have to pay using paypal and that is done

I see the case number was just created, the shipping label usually will be sent within 24-48 working hours if your address is eligible for it. I've pushed the team to send it to you in priority, please note the email from UPS later, thank you for your understanding.
7-7 04:05
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The Chad
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DJI Diana Posted at 7-7 04:02
Sorry to have kept you waiting, the shipping label has been sent to you, please check the email from UPS and send back the drone at your most convenience.

Yes.. I see the label now... thanks!  We travel full time and are only at the location specified in the case for 1 week.  If it looks like we're going to move before the replacement gets here, will I be able to change the address before it ships?
7-7 04:10
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The Chad
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DJI Diana Posted at 7-7 04:02
Sorry to have kept you waiting, the shipping label has been sent to you, please check the email from UPS and send back the drone at your most convenience.

I just realized the return label is UPS Ground.  Ground shipping from Maine to California.  Yea.. that will be super "express".  I suppose you'll ship it back via ground also...  Come on, DJI!    How is this an "express" exchange?  We should be allowed an option to ship a new drone immediately and secure it with a credit card if the broken drone is not returned in a timely manner.

How can I update my ship-to address?  there is no way this will get turned around before we move locations.
7-7 05:25
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NikkiMau5
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DJI Diana Posted at 7-7 04:05
I see the case number was just created, the shipping label usually will be sent within 24-48 working hours if your address is eligible for it. I've pushed the team to send it to you in priority, please note the email from UPS later, thank you for your understanding.

Thanks for your response. I received the label however it says ground and not priority. Not sure how long another label will be generated but Item needs to be shipped now so will send it your way now thru ground. Hoping replacement arrives priority
7-7 09:54
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DJI Diana
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The Chad Posted at 7-7 05:25
I just realized the return label is UPS Ground.  Ground shipping from Maine to California.  Yea.. that will be super "express".  I suppose you'll ship it back via ground also...  Come on, DJI!    How is this an "express" exchange?  We should be allowed an option to ship a new drone immediately and secure it with a credit card if the broken drone is not returned in a timely manner.

How can I update my ship-to address?  there is no way this will get turned around before we move locations.

The advantage of DJI Care Refresh Express is the responsibility determination and data analysis will not be conducted, but the shipping is still the regular label, sorry for the inconvenience caused.
If you would like to update the address, please email to support@dji.com with the new address and then keep us updated with the email ticket number here, we will inform the team to handle it APAS, thanks.
7-8 05:50
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DJI Diana
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NikkiMau5 Posted at 7-7 09:54
Thanks for your response. I received the label however it says ground and not priority. Not sure how long another label will be generated but Item needs to be shipped now so will send it your way now thru ground. Hoping replacement arrives priority

The shipping label is still the regular one even you sent back via the DJI Care Refresh Express service, sorry about that. Our repair center will take care of it. If you need any further assistance, please feel free to let us know.
7-8 05:52
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