manxphoto Posted at 5-13 00:33
Hi Wanda
Thanks for getting back to me. The main problem that I was hoping to highlight was the time delay in initially sending the aircraft to the dealer, them assessing it and then sending it onwards to you if they think it's a warranty issue. Then you send it back to the dealer and they send it on to me. Looks like it's probably going to be over a month from me contacting them to me getting the drone back. After Brexit there seems to be an extra delay of several days for the paperwork to be completed for import to The Netherlands. I live on an offshore island (the Isle of Man) where we don't have any DJI dealers, so I have to use one in the UK, which all ads to the delay. My suggestion was, could you not get one of your larger UK dealers to act as a warranty centre? I've been dealing with Heliguy in the UK for areound six years now, they have always been very helpful over the telphone and on the two occasions that I've needed a drone repaired, the first time they were very quick in reparing it and sending it back and the second supplied the spare parts needed so that I could fix it myself.
I understand your situation and I will note down your suggestion and let the related departments notice this.
Regarding yout case, we will do our best to help you out. Since the drone had been shipped back to our service center, we will contact the corresponding team to see how we can help on your case. At the same time, if it is convenient, please contact the dealer for the service case number that DJI provided, which is started with CAS-. Look forward to hearing back from you.
Besides, please click the "Reply" button if you reply to me so I can receive the reminder. Thank you very much.
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