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Phantom 4 Pro gimbal not responding after gimbal motor overload err
291 9 10-19 22:05
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Rdavis103
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Flight distance : 94373 ft

United States
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I was flying my Phantom 4 Pro yesterday and after a little while the error "Gimbal Motor Overload" appearred on the screen and the camera was not responding.  I landed safely and the camera now does not respond to inputs from the controller.  I have DJI Care Refresh and have two replacements still available.  How can I start a DJI Care Refresh for this issue??  

Thank you!!

Roy Davis
3129090742
10-19 22:05
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DJI Susan
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Hi Roy, sorry to read about your issue and thank you for reaching out. You may confirm if the drone is still within the standard warranty period, if yes, you can start an online service request at https://www.dji.com/support/repair and select the "Request Repair Service Online" option. The service process will be 5-7 business days, not including shipping time.
If you decide to use the DJI Care Refresh for this, you can select the "DJI Care Express“ option, the turn-around time will be much quicker, the team will ship the replacement once they receive your drone.
Hope this is informative for you.
10-19 23:27
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Rdavis103
lvl.2
Flight distance : 94373 ft

United States
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DJI Susan Posted at 10-19 23:27
Hi Roy, sorry to read about your issue and thank you for reaching out. You may confirm if the drone is still within the standard warranty period, if yes, you can start an online service request at https://www.dji.com/support/repair and select the "Request Repair Service Online" option. The service process will be 5-7 business days, not including shipping time.
If you decide to use the DJI Care Refresh for this, you can select the "DJI Care Express“ option, the turn-around time will be much quicker, the team will ship the replacement once they receive your drone.
Hope this is informative for you.

Hi,  thank you so much for responding. I did try the online repair process but when it asked for the Phantom 4 Pro Serial Number it says ‘No product found’. I tried several times and double checked the number on the Phantom 4 Pro but it still says that. Is there any way that you could open a Care Refresh Premium case for me??  Thank you again and take care,  Roy Davis. 3129090742
10-20 00:16
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DJI Susan
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Rdavis103@hotmail.com Posted at 10-20 00:16
Hi,  thank you so much for responding. I did try the online repair process but when it asked for the Phantom 4 Pro Serial Number it says ‘No product found’. I tried several times and double checked the number on the Phantom 4 Pro but it still says that. Is there any way that you could open a Care Refresh Premium case for me??  Thank you again and take care,  Roy Davis. 3129090742

Can I have a picture of the serial number of the aircraft? I will double-check for you.
10-20 01:06
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Rdavis103
lvl.2
Flight distance : 94373 ft

United States
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DJI Susan Posted at 10-20 01:06
Can I have a picture of the serial number of the aircraft? I will double-check for you.

Hi Susan,  I’m attaching two photos from the Care Refresh service agreement. The agreement number and the serial number for the Phantom 4 Pro. Thank you!!  Roy Davis 3129090742
A3C5F187-F7FD-472E-890C-77EC11E5B13A.png
FE79A98E-F788-4E99-9296-8CB344ED530C.png
10-20 01:47
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DJI Susan
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Rdavis103@hotmail.com Posted at 10-20 01:47
Hi Susan,  I’m attaching two photos from the Care Refresh service agreement. The agreement number and the serial number for the Phantom 4 Pro. Thank you!!  Roy Davis 3129090742

Thank you for getting back, I am confirming it with the corresponding team, I will keep you updated soon. Thank you for your patience,
10-20 04:59
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DJI Susan
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Rdavis103@hotmail.com Posted at 10-20 01:47
Hi Susan,  I’m attaching two photos from the Care Refresh service agreement. The agreement number and the serial number for the Phantom 4 Pro. Thank you!!  Roy Davis 3129090742

Hi there, it is a system glitch, we are still working on it, please try it again later.
10-20 05:59
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DJI Diana
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Flight distance : 2408 ft

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Rdavis103@hotmail.com Posted at 10-20 01:47
Hi Susan,  I’m attaching two photos from the Care Refresh service agreement. The agreement number and the serial number for the Phantom 4 Pro. Thank you!!  Roy Davis 3129090742

Hi there, thank you for the patience and we're sorry for the inconvenience. You may now start a service request at https://www.dji.com/support/repair Please keep us posted if there's any problem when creating a case online. Thank you for your support.
10-20 08:10
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Rdavis103
lvl.2
Flight distance : 94373 ft

United States
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Hi, thank you so much!  I was able to open a Care Refresh Premium case and DJI said the new Phantom 4 Pro should be on the way very soon.  Take care,  Roy Davis 3129090742
10-20 12:36
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DJI Diana
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Flight distance : 2408 ft

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Rdavis103@hotmail.com Posted at 10-20 12:36
Hi, thank you so much!  I was able to open a Care Refresh Premium case and DJI said the new Phantom 4 Pro should be on the way very soon.  Take care,  Roy Davis 3129090742

Hi, Roy. Thanks for your confirmation. As always, should you need to contact us for any reason, please know that we are always here to help. Thank you.
10-20 15:04
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