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Does DJI Care Refresh Cover A lost drone??
4985 20 2020-9-23
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Mountain_Mavic Air
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I was flying my drone over a resivoir today and out of no where, boom, it drops from the sky and lands in the water.  Battery had plenty of power (in the 90's), It was connected to satellites, had a strong connection to the remote controller, and weather conditions were ideal.  I had just finished filming a video about 7 feet over the water and was about 350 feet out.  I raised the drone to about 30 feet and then the roter revved up super loud and then just stopped, no error code or anythin, just stopped.  Clearly, I was not able to retreive my drone, however I do have care refresh, but no drone to send in.  Can I file a claim for this???
2020-9-23
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Labroides
Captain
Flight distance : 9991457 ft
Australia
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If you heard the motors revving loudly, that doesn't sound like a simple loss of power incidents.
You might even have a warranty claim if the recorded flight data is evidence of a manufacturing fault (and it's less than 12 months old).
Post your data to get some idea.
2020-9-23
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DJI Mindy
Administrator
Flight distance : 7 ft
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Hi there, we are so sorry for your loss, unfortunately, DJI Care Refresh doesn't cover the loss or partial loss of the drone according to the policy. However, if the drone is still under the warranty period, you are recommended to contact our DJI Support team www.dji.com/support with the details to start a ticket for the data analysis. Our team will do their best to figure out what happened and the proper resolution will be provided. DJI Care Refresh.png
2020-9-23
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GaryDoug
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Has to be under a year old since it wasn't available till April 29 of this year.
2020-9-23
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Suren
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Flight distance : 8641729 ft
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New Zealand
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Put a warranty claim, also post your logs.
2020-9-23
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A J
Captain
Flight distance : 13838848 ft
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The warranty covers manufacturer defects for one-year from the date of activation so if you are totally blameless for the loss (subject to the flight records) DJI should replace the drone. Care refresh is essentially an accidental damage insurance policy - loss is not covered.
2020-9-24
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Mountain_Mavic Air
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A J Posted at 9-24 00:30
The warranty covers manufacturer defects for one-year from the date of activation so if you are totally blameless for the loss (subject to the flight records) DJI should replace the drone. Care refresh is essentially an accidental damage insurance policy - loss is not covered.

Awesome!  I will use that then.
2020-9-24
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A J
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Mountain_Mavic Air Posted at 9-24 05:34
Awesome!  I will use that then.

Good luck with it
2020-9-24
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frankymusik
Captain
Flight distance : 16995620 ft
Germany
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... the log files would be really very interesting!
Do you know how to make them available in the forum? It has already been described in detail several times ...   

2020-9-24
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Mountain_Mavic Air
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Labroides Posted at 9-23 18:34
If you heard the motors revving loudly, that doesn't sound like a simple loss of power incidents.
You might even have a warranty claim if the recorded flight data is evidence of a manufacturing fault (and it's less than 12 months old).
Post your data to get some idea.

Ok, I will do that!
2020-9-24
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Mountain_Mavic Air
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frankymusik Posted at 9-24 07:17
... the log files would be really very interesting!
Do you know how to make them available in the forum? It has already been described in detail several times ...

How do you do it?  I would love to make them visible so I can get a new drone.
2020-9-24
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Mountain_Mavic Air
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Suren Posted at 9-23 22:07
Put a warranty claim, also post your logs.

How do I do that?
2020-9-24
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JJB*
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HI,

use this link ; https://www.phantomhelp.com/LogViewer/Upload/

post the upload link on here.

cheers
JJB
2020-9-24
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Mountain_Mavic Air
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DJI Mindy Posted at 9-23 18:42
Hi there, we are so sorry for your loss, unfortunately, DJI Care Refresh doesn't cover the loss or partial loss of the drone according to the policy. However, if the drone is still under the warranty period, you are recommended to contact our DJI Support team www.dji.com/support with the details to start a ticket for the data analysis. Our team will do their best to figure out what happened and the proper resolution will be provided.[view_image]

But it should be under the 1 year warranty.
2020-10-1
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DukeNukemNY
Second Officer
Flight distance : 365233 ft
United States
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That is the primary reason I took out an insurance policy against loss of the drone.  I understand it isn't available in all states or countries for that matter, but definitely worth the $63 annually.
2020-10-2
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DJI Mindy
Administrator
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Mountain_Mavic Air Posted at 10-1 10:41
But it should be under the 1 year warranty.

Sorry for the late response, in this case, the data analysis can be applied, please contact our support team to start a ticket.
2020-10-6
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LoonyFlyer
lvl.3
Flight distance : 37864 ft
United States
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Mountain_Mavic Air Posted at 10-1 10:41
But it should be under the 1 year warranty.

How did it go? Were you able to get a replacement under warranty?
2020-10-10
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Mountain_Mavic Air
lvl.4
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LoonyFlyer Posted at 10-10 09:35
How did it go? Were you able to get a replacement under warranty?

DJI says it was a malfunction on their end, and they are sending me a new one!
2020-10-10
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LoonyFlyer
lvl.3
Flight distance : 37864 ft
United States
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Good for you! I had less luck with my warranty claim...
2020-10-10
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ssylca44
Captain
Flight distance : 393701 ft
Canada
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Definitely not!
2020-10-10
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GaryDoug
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Mountain_Mavic Air Posted at 10-10 09:41
DJI says it was a malfunction on their end, and they are sending me a new one!

Did they give you any details? Motor/prop failure?
2020-10-10
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