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DJI care refresh experience.
521 19 9-25 19:04
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David-Air
lvl.4
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Hi all

Over the weekend, I went flying at a river taking some videos.  Unfortunately, my drone clip a tree branch and fall in the middle of the river unretrievable.  Luckily, I do have a care refresh.

Has anyone had any experience with DJI with flyaway claim?  Please advise.

Appreciate with any input of comment


9-25 19:04
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DJI Wanda
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Hello, there. Sorry to hear this. If you want to use your DJI Care Refresh for flyaway, you may enter your DJI FLY APP- Profile- Device Management and start flyaway verification. It will guide you to report a flyaway case.  When “Flyaway aircraft report confirmed” is shown, it indicates that the flyaway report process is completed. We will then send you a DJI Care flyaway replacement quotation via email. After you pay the replacement fee, we will send you the product.
9-25 20:00
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David-Air
lvl.4
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DJI Wanda Posted at 9-25 20:00
Hello, there. Sorry to hear this. If you want to use your DJI Care Refresh for flyaway, you may enter your DJI FLY APP- Profile- Device Management and start flyaway verification. It will guide you to report a flyaway case.  When “Flyaway aircraft report confirmed” is shown, it indicates that the flyaway report process is completed. We will then send you a DJI Care flyaway replacement quotation via email. After you pay the replacement fee, we will send you the product.

Hi Wanda

I already raised Flyaway case via DJI support website yesterday.  Are you able to push this along?  I can give you the case # but not in the forum though.

Thanks

9-25 20:13
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DJI Wanda
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David-Air Posted at 9-25 20:13
Hi Wanda

I already raised Flyaway case via DJI support website yesterday.  Are you able to push this along?  I can give you the case # but not in the forum though.

We found your case through your registered email address. We also forward your request to them. Please do not worry.
9-25 22:46
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David-Air
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DJI Wanda Posted at 9-25 22:46
We found your case through your registered email address. We also forward your request to them. Please do not worry.

Thanks Wanda

Greatly appreciated.  I do fly very often, every other day whenever possible enabling me to learn drone flying but also colour grading as well.  Are you able to let me know when you think the claim will be fulfilled?  Just a ball park would be appreciated.

Thanks in advance.
9-25 22:58
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DJI Wanda
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David-Air Posted at 9-25 22:58
Thanks Wanda

Greatly appreciated.  I do fly very often, every other day whenever possible enabling me to learn drone flying but also colour grading as well.  Are you able to let me know when you think the claim will be fulfilled?  Just a ball park would be appreciated.

The judgment of warranty repair/replacement is based on the after-sales policies and warranty period.
You may  refer to the terms What This After-Sales Policy Does NOT Cover
Here is the link: https://www.dji.com/service/policy?site=brandsite&from=footer
9-25 23:10
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David-Air
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DJI Wanda Posted at 9-25 23:10
The judgment of warranty repair/replacement is based on the after-sales policies and warranty period.
You may  refer to the terms What This After-Sales Policy Does NOT Cover
Here is the link: https://www.dji.com/service/policy?site=brandsite&from=footer

Thanks Wanda

The claim process has commenced.  Thanks for your push.  Hopefully I will have the unit soon.
9-26 02:07
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DJI Wanda
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David-Air Posted at 9-26 02:07
Thanks Wanda

The claim process has commenced.  Thanks for your push.  Hopefully I will have the unit soon.

You are welcome. We hope you can receive the unit as soon as possible, too.
9-26 02:26
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djiuser_QhrVhx9iSDAX
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United States
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For me, It was biggest waist of money and time After my DJI Mini stuck on the top of the tree and I was not able to recover. After 3 days of back and forth with DJI they finally send me an email that because I am not able to recover Aircraft they will not replace it!!!??? I am like WHAT? Isn't it what FLY AWAY hole point is? I hope you have better experience. Good luck! I personally would never buy this "Care Refresh plan" again...it is deceiving advertising at best.   
9-27 08:53
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David-Air
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djiuser_QhrVhx9iSDAX Posted at 9-27 08:53
For me, It was biggest waist of money and time After my DJI Mini stuck on the top of the tree and I was not able to recover. After 3 days of back and forth with DJI they finally send me an email that because I am not able to recover Aircraft they will not replace it!!!??? I am like WHAT? Isn't it what FLY AWAY hole point is? I hope you have better experience. Good luck! I personally would never buy this "Care Refresh plan" again...it is deceiving advertising at best.

I am really sorry to hear that.  My experience is excellent so far.  

Lost it on Sunday, log the flyaway request with DJI straight away, come to this forum asking for flyaway experience.  Wanda from DJI replied my post.  Monday I got an email informing my Drone, extended battery as well as the SD card will be replaced.  SD card is on its way.  I paid for the access, and hopefully I will get my drone in a next week or so.  I will update this post once I receive my drone.
One important thing is that you must upload the flight record to DJI for review.
9-27 16:46
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David-Air
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David-Air Posted at 9-27 16:46
I am really sorry to hear that.  My experience is excellent so far.  

Lost it on Sunday, log the flyaway request with DJI straight away, come to this forum asking for flyaway experience.  Wanda from DJI replied my post.  Monday I got an email informing my Drone, extended battery as well as the SD card will be replaced.  SD card is on its way.  I paid for the access, and hopefully I will get my drone in a next week or so.  I will update this post once I receive my drone.

I just got an email from DJI informing the drone, battery is now being sent out.
9-27 23:22
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DJI Wanda
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djiuser_QhrVhx9iSDAX Posted at 9-27 08:53
For me, It was biggest waist of money and time After my DJI Mini stuck on the top of the tree and I was not able to recover. After 3 days of back and forth with DJI they finally send me an email that because I am not able to recover Aircraft they will not replace it!!!??? I am like WHAT? Isn't it what FLY AWAY hole point is? I hope you have better experience. Good luck! I personally would never buy this "Care Refresh plan" again...it is deceiving advertising at best.

Hello, there. Sorry for your inconvenience. We have checked your ticket and saw that your case has been resolved. Is there anything we can help you with?
9-28 03:37
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David-Air
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DJI Wanda Posted at 9-28 03:37
Hello, there. Sorry for your inconvenience. We have checked your ticket and saw that your case has been resolved. Is there anything we can help you with?

I received my drone, extended battery, SD card today.  Really happy the DJI care refresh.  Totally recommend to anyone.  DJI, keep up the good work.

Just one thing.  I paired the controller and aircraft, just need to dig around.  So if instruction provide would be better.
9-30 00:16
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DJI Thor
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David-Air Posted at 9-30 00:16
I received my drone, extended battery, SD card today.  Really happy the DJI care refresh.  Totally recommend to anyone.  DJI, keep up the good work.

Just one thing.  I paired the controller and aircraft, just need to dig around.  So if instruction provide would be better.

Hi, there. Glad to know that you have received the package. We have forwarded it to our team. Thanks for your understanding and support.
9-30 00:33
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djiuser_ne63YhXqWkSR
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Flight distance : 1231329 ft
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I bought the care refresh and was talked into buying the express package also and it said that the day they receive your drone they ship out the replacement same day. well they don't I bought both insurances for nothing they I mailed my drone over a week ago and they said it gonna take another week or so for repair assessment still haven't said when or if I'm going to receive my replacement been pure hell the 5 phone calls I've made .I'm done talking to the so called support
10-4 10:01
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DJI Wanda
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djiuser_ne63YhXqWkSR Posted at 10-4 10:01
I bought the care refresh and was talked into buying the express package also and it said that the day they receive your drone they ship out the replacement same day. well they don't I bought both insurances for nothing they I mailed my drone over a week ago and they said it gonna take another week or so for repair assessment still haven't said when or if I'm going to receive my replacement been pure hell the 5 phone calls I've made .I'm done talking to the so called support

Hello, there. Sorry for the late response. We have checked your case before. You created two cases for the repair. Both were not DJI Care Express. DJI Care Express can be claimed here: https://repair.dji.com/express/r ... 05056a04ec4&sn=
At the same time, we are sorry for the inconvenience you had when calling our support. We will forward it to our designated teams. If you have any questions, please let us know.
10-13 22:46
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Psoon
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Canada
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Depending on how the Care Refresh claim is processed, your experience may be terrific or it will be hell!I am in the process of claiming the Care Refresh for loosing my Mini 3 Pro when it clipped the top of a tree. This happened on a steep hillside and after several attempts at locating its whereabouts I can only assume that its stuck amongst the branches maybe 30m up.
According to my last email from Support the Care Refresh that I paid for is not going to help me because I did not complete the 'binding' of the drone with the program using the controller. As far as I'm concerned the receipt that was e-mailed to me showed that the Care Refresh is linked to my drone's serial number, so why is there a need for any 'binding'.
So, my recommendation to everyone that thinks this Care Refresh program is there to protect your loss - its NOT. The whole thing has so many legal hurdles that you'll need a lawyer to guide you through.
10-18 18:40
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David-Air
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Psoon Posted at 10-18 18:40
Depending on how the Care Refresh claim is processed, your experience may be terrific or it will be hell.

Mine is a flyaway claim with full flight record.  There is nothing to repair or retrieve possible and willing to pay ASAP make the process a little more easier.I guess when it is a repair job, the experience can be much different.
10-18 18:46
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DJI Mindy
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Psoon Posted at 10-18 18:40
Depending on how the Care Refresh claim is processed, your experience may be terrific or it will be hell!I am in the process of claiming the Care Refresh for loosing my Mini 3 Pro when it clipped the top of a tree. This happened on a steep hillside and after several attempts at locating its whereabouts I can only assume that its stuck amongst the branches maybe 30m up.
According to my last email from Support the Care Refresh that I paid for is not going to help me because I did not complete the 'binding' of the drone with the program using the controller. As far as I'm concerned the receipt that was e-mailed to me showed that the Care Refresh is linked to my drone's serial number, so why is there a need for any 'binding'.
So, my recommendation to everyone that thinks this Care Refresh program is there to protect your loss - its NOT. The whole thing has so many legal hurdles that you'll need a lawyer to guide you through.

Hi there, we are sorry for any inconvenience. We managed to find your case through your forum account. We will have a look and get back to you asap.
10-18 19:05
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DJI Mindy
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Psoon Posted at 10-18 18:40
Depending on how the Care Refresh claim is processed, your experience may be terrific or it will be hell!I am in the process of claiming the Care Refresh for loosing my Mini 3 Pro when it clipped the top of a tree. This happened on a steep hillside and after several attempts at locating its whereabouts I can only assume that its stuck amongst the branches maybe 30m up.
According to my last email from Support the Care Refresh that I paid for is not going to help me because I did not complete the 'binding' of the drone with the program using the controller. As far as I'm concerned the receipt that was e-mailed to me showed that the Care Refresh is linked to my drone's serial number, so why is there a need for any 'binding'.
So, my recommendation to everyone that thinks this Care Refresh program is there to protect your loss - its NOT. The whole thing has so many legal hurdles that you'll need a lawyer to guide you through.

Hi there, we've forwarded your request to the corresponding team and our team will contact you regarding this issue. Please wait for the email update patiently.
10-19 02:44
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