During the Father's Day promotion, I ordered a Mavic Mini on June 20, 2020 hoping it would arrive by my birthday on July 14. Order #001984517350. While DHL initially said that the drone had been delivered, upon their own internal investigation they finally confirmed to me in writing that the shipment had been lost. I have tried unsuccessfuly through emails and online chats with DJI support to get this resolved with no success. I have always had the highest respect for DJI and their products, particulary my Osmo 2. Is this an experience anyone else has had with DJI? Certainly it cannot be my reponsiblity that the package was lost by DHL. In my last correspondence with them I forwarded the confirming email from DHL requesting a full refund and have heard nothing back?? Very disappointed and hoping that someone on the forum or that DJI will get back to me with how I should proceed. Grateful for the help. Marty

Hi Martymindful，
We are very sorry to hear about your disappointment. Could you please provide your DHL claim number in order for us to follow up with the current state of your case? Your case is currently under investigation by our corresponding team. We will inform you as soon as we get any updates. We are again sorry to ask for your patience.

DJI Thor Posted at 7-20 04:48
Hi Martymindful，
We are very sorry to hear about your disappointment. Could you please provide your DHL claim number in order for us to follow up with the current state of your case? Your case is currently under investigation by our corresponding team. We will inform you as soon as we get any updates. We are again sorry to ask for your patience.

Hi Thor,
Thank you for your prompt response. The DHL waybill number is 5414853080. I have copied and pasted the confirmation of the loss by DHL below.

Re Waybill number 5414853080

Saritha Amarchinta (DHL CA) <Saritha.Amarchinta@dhl.com>
Mon, Jul 13, 2:12 PM (7 days ago)
to MARTY.KELTZ@GMAIL.COM

Hello Martin,

My name is Saritha and I am the specialist working on your file.

Please note, this shipment is declared lost by my operations.

For any further concern please email me.

Thank you for choosing DHL.

Regards,

Saritha Amarchinta

Customer Care Tracing Specialist

DHL Express (Canada), Ltd.

18 Parkshore Drive
Brampton, ON L6T 5M1

Direct: (905) 861-3628

Email : saritha.amarchinta@dhl.com

I would be very grateful to you if you can clear this up for me and arrange the refund. Fearing that I would spend the summer without the drone, I purchased and am delighted with the Mavic Mini I secured locally. It is indeed, a very fine product, and I look forward to posting updates to the forum on my flights and adventures with my DJI drone.
Martymindful

Hi Martymindful,
We do understand that you want to quickly clear everything up. But in order to verify your refund application, we need an official statement from DHL or a report from the local law enforcement authorities. Please send us one of those materials, and we will process your case.

DJI Thor Posted at 7-20 06:21
Hi Martymindful,
We do understand that you want to quickly clear everything up. But in order to verify your refund application, we need an official statement from DHL or a report from the local law enforcement authorities. Please send us one of those materials, and we will process your case.

Thor, This is a copy of the email I just forwarded to you:

Dear Thor,
There is no police report. The package wasn't stolen. It was lost by DHL which I am again confirming for you with the attached copy of the email from DHL. If this is not adequate, please tell me what more you need from DHL. I am sure that if you were to make your own inquiry with DHL at your end, they will also confirm that they lost the package. Please review the attached.
Marty Keltz
Marty Keltz,
416-587-3381
Email: marty@martinkeltz.com
Website: http://martinkeltz.com

Martymindful Posted at 7-21 14:04
Thor, This is a copy of the email I just forwarded to you:
[view_image]
Dear Thor,

Dear Thor,
I just got an email from Greg at customer support that I should have received and email confirming that my drone was delivered. I have no email confirming that. In fact, the only email I have is the one I forward to you above confirming that it was LOST!

Can you please resolve this for me. Is there anyone else on this forum who has had similar problems with DJI or DHL and can advice me on how to proceed.

Thank you,
Marty Keltz

Martymindful Posted at 7-23 03:28
Dear Thor,
I just got an email from Greg at customer support that I should have received and email confirming that my drone was delivered. I have no email confirming that. In fact, the only email I have is the one I forward to you above confirming that it was LOST!

Hi Martymindful,
We are sorry to tell you that your case is still under investigation. You will be notified as soon as the results are in. Sorry to ask for your patience once more.

DJI Thor Posted at 7-23 05:53
Hi Martymindful,
We are sorry to tell you that your case is still under investigation. You will be notified as soon as the results are in. Sorry to ask for your patience once more.

Hi Thor,
Yesterday, I again received an email from Greg in DJI Customer support requesting that I get a Police Report. I repeat, my drone was not stolen. It was lost by DHL. My understanding from two different employees of DHL, is that DJI has been in touch with DHL and that DHL has confirmed that the package is lost, was never delivered to my address and was not stolen. This is not a police matter.

It is now over 5 weeks ago that I purchased the Mavic MIni as part of DJI's fathers day promotion and still I can't get this resolved and get my money refunded. This would certainly be less frustrating if I was not continuing to be asked for a police report. I have forwarded the email from DHL confirming that the package was lost, not stolen

Please get back to me and let me know when I can expect to get my refund. After 5 weeks, I have no more patience.
Marty Keltz

Martymindful Posted at 7-27 07:19
Hi Thor,
Yesterday, I again received an email from Greg in DJI Customer support requesting that I get a Police Report. I repeat, my drone was not stolen. It was lost by DHL. My understanding from two different employees of DHL, is that DJI has been in touch with DHL and that DHL has confirmed that the package is lost, was never delivered to my address and was not stolen. This is not a police matter.

Hi Marty, I am very sorry for the inconvenience caused, as you provided the investigation email from DHL already, I had already contacted the logistics department and urge them to provide feedback asap. I will get back to you once I hear the feedback from them. I will get in touch with the support who is asking for the police report to let him notice about this information.

Thank you Thor... anything you can do to expedite the process for the refund will be greatly appreciated.

Martin J. Keltz Posted at 7-28 03:39
Thank you Thor... anything you can do to expedite the process for the refund will be greatly appreciated.

Hi Martin, you are the OP Martymindful, right? For your information, we have received the confirmation from DHL as well. We will help to handle the refund asap for you. Sorry again for the difficulties you had experienced.