I paid good money for Care refresh and Express Refresh, and are STILL waiting for the delivery of a replacement drone which was supposed to have arrived on the 15th (2 weeks ago!)
DJI blame UPS, and UPS blame DJI. Neither provide any solution.
UPS (the derisible North American excuse for a courier service), say one minute that there is a Brexit problem, and another minute say that papers are missing. However, their tracking web site shows that the parcel has already cleared customs. It has been scanned no less than SEVEN times (to date). There were no papers missing when it left us (I am partner in a legal firm, and our company has a register of the papers that accompanied the Drone).
If DJI have failed to provide adequate documentation, they shall be held to account. If UPS have lost or misplaced the drone, they shall be held to account. In either case, DJI are responsible for the replacement until it reaches our hands. Any third party company they employ to deliver parcels is DJI's responsibility, no the customer's. If they choose to use a courier service with worst reputation (93% bad reviews in TrustPilot) , they must accept the consequences.
In the meantime, we have had deliveries from Australia, Hong Kong, Japan, Germany, Italy, France and Saudi Arabia.... all by different companies (TNT, DHL, FedEx etc.. ). They all arrived on time.
De facto, UPS are using Brexit as an excuse, and DJI are more than happy to join the band-wagon to avoid actually 'doing' something.
After a series of pointless lip-service emails from DJI and UPS (both companies employing out-sourced staff disguised as 'technical support' to copy-paste the same insincere apologies and lip-service), I personally wasted a couple of hours on the phone to DJI 'support' who promised unequivocally to 'escalate' the case: clearly a euphemism for 'sweep it under the table', since they have done absolutely nothing. Nor have they returned, as promised, a call to update me on the case.
I shall wait until the end of this week before staring legal proceedings. I also note, with some amusement, that a Class Action suit is in progress against UPS.
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