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501 14 9-12 20:17
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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my esc board malfunctioned and now needs repaired.  They said its under warranty as long as it not pilot error. Now its a $75 charge to me. I assume its not pilot error for that to go out and not recieve warranty work. Am right or am i missing something here?
9-12 20:17
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DJI Paladin
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Flight distance : 318 ft

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Hi there. Thank you for reaching out and we're sorry for the trouble that this has caused. Can you please provide us with your case number via PM so we can check it here on our end? Please keep us posted. Thank you.
9-12 20:19
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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DJI Paladin Posted at 9-12 20:19
Hi there. Thank you for reaching out and we're sorry for the trouble that this has caused. Can you please provide us with your case number via PM so we can check it here on our end? Please keep us posted. Thank you.

CAS-10369512-H4Z1S9
9-12 20:30
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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DJI Paladin Posted at 9-12 20:19
Hi there. Thank you for reaching out and we're sorry for the trouble that this has caused. Can you please provide us with your case number via PM so we can check it here on our end? Please keep us posted. Thank you.

CAS-10369512-H4Z1S9
9-12 20:31
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DJI Susan
Administrator

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Hi there, thank you for getting back to us, as per the damage assessment, there was an external impact to the drone, the front aircraft arm (left) was broken, it may be the cause of the ESC issue, you can check the damage assessment picture at https://repair.dji.com/trace/search?from=dji_repair
Therefore, it is a paid case by default, may I know if the drone experienced an accident? If yes, was it caused by the drone's issue or the pilot? We will help you further.
9-12 22:45
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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No,the drone has no crashes on it. I did land it when I got the error message in flight. I landed it in my hand as usual. I did try it once afterwards to see if the problem still existed.after that,i sent it to you.
9-13 05:35
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DJI Thor
Administrator
Flight distance : 13602 ft
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djiuser_u4rtE3Hw9Kzz Posted at 9-13 05:35
No,the drone has no crashes on it. I did land it when I got the error message in flight. I landed it in my hand as usual. I did try it once afterwards to see if the problem still existed.after that,i sent it to you.

Thank you for your feedback. We will make further checks with our team and keep you updated.
9-13 05:57
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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DJI Thor Posted at 9-13 05:57
Thank you for your feedback. We will make further checks with our team and keep you updated.

Can you inquire asap about the bill? I need to get it back quickly as possible please. Thank you for your time
9-13 06:19
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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DJI Susan Posted at 9-12 22:45
Hi there, thank you for getting back to us, as per the damage assessment, there was an external impact to the drone, the front aircraft arm (left) was broken, it may be the cause of the ESC issue, you can check the damage assessment picture at https://repair.dji.com/trace/search?from=dji_repair
Therefore, it is a paid case by default, may I know if the drone experienced an accident? If yes, was it caused by the drone's issue or the pilot? We will help you further.

Does this mean by paid case that im not responsible for the bill and that its free of charge?
9-13 08:05
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DJI Thor
Administrator
Flight distance : 13602 ft
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djiuser_u4rtE3Hw9Kzz Posted at 9-13 08:05
Does this mean by paid case that im not responsible for the bill and that its free of charge?
Please note that our team is further checking your case and we have urged our team to expedite the process. Besides, we will resend you the quotation if there is any difference according to the analysis result. Thanks for your understanding and support.
9-14 00:47
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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DJI Thor Posted at 9-14 00:47
Please note that our team is further checking your case and we have urged our team to expedite the process. Besides, we will resend you the quotation if there is any difference according to the analysis result. Thanks for your understanding and support.

Ok,and thanks for your time and efforts.
9-14 09:24
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DJI Thor
Administrator
Flight distance : 13602 ft
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djiuser_u4rtE3Hw9Kzz Posted at 9-14 09:24
Ok,and thanks for your time and efforts.

Please note that our team is still looking into your case and we will keep you updated ASAP. Appreciate your patience.
9-15 04:39
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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It's been 2 days now,how much longer is it gonna be?
9-15 05:14
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djiuser_u4rtE3Hw9Kzz
lvl.2
Flight distance : 11630427 ft
United States
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djiuser_u4rtE3Hw9Kzz Posted at 9-15 05:14
It's been 2 days now,how much longer is it gonna be?

I made the payment.  Only so i can get my drone back quickly. But im not too happy about bieng charged for an esc board that i have no control over.  Could you atleast send it back on a 2 day service?
9-15 08:25
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DJI Thor
Administrator
Flight distance : 13602 ft
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djiuser_u4rtE3Hw9Kzz Posted at 9-15 08:25
I made the payment.  Only so i can get my drone back quickly. But im not too happy about bieng charged for an esc board that i have no control over.  Could you atleast send it back on a 2 day service?

We are sorry to hear about that. We have urged our team to perform data analysis but you have paid the quotation, we had to cancel it. Besides, our team has sent out your package. Appreciate your patience.
9-16 03:32
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