Back in November I bought a Mini 3 Pro Fly More combo and a 2 year Care Refresh pack from the DJI store on Amazon UK. I registered the Care Refresh immediately but had a problem today when I tried to use it. It kept telling me that I should use Care Express Premium because I'd paid for it, then telling me that I couldn't because '[size=15.008px]your DJI Care Service is unavailable at this repair center, so DJI Care Express cannot be requested.'

I went round in circles for a while before Chat opened for the day, and a very helpful CS rep explained that I had a Care Refresh registered in EUR on your system (it was sold and paid for in GBP) and that the system wouldn't allow me to use it. He suggested that I did an 'at cost' repair request but make a note in the description that I had Care Refresh and that he'd add a note from his end. Which seems to have worked (no shipping label yet...) but he also told me that I cannot use the Premium service, so I will have to send the drone back, wait for it to be repaired.

That's frustrating, but it's even more frustrating to know that I bought a service from the UK DJI store on the UK Amazon and can't get the service I paid for because the SKU I was sent is for the wrong currency...

Is there a way to get this permanently fixed?

Hello, there. Sorry for the inconvenience. Would you please tell me your SN and the email address? We will check and confirm with our teams.

Not comfortable posting my SN on a public forum. PM?

speedracer66 Posted at 3-8 05:46
Not comfortable posting my SN on a public forum. PM?

Send DJI Wanda your SN via PM.  She will help you out.  

DowntownRDB Posted at 3-8 12:43
Send DJI Wanda your SN via PM.  She will help you out.

I have - thanks!

speedracer66 Posted at 3-8 05:46
Not comfortable posting my SN on a public forum. PM?

We are sorry for the late response. We checked that our teams had sent you Shipping Label and email, would you please check?
We apologize for the inconvenience caused. We escalated your case and will let them treat your case and a DJI Care Express case. If you have any questions, please feel free to talk.
For the DJI Care Refresh service you bought from DJI Store on UK Amazon. Could you please send us an invoice to further verify the issue?
Thank you in advance.

speedracer66 Posted at 3-8 13:32
I have - thanks!

No problem.  Hope you get your issue fixed soon.  

DJI Wanda Posted at 3-8 19:36
We are sorry for the late response. We checked that our teams had sent you Shipping Label and email, would you please check?
We apologize for the inconvenience caused. We escalated your case and will let them treat your case and a DJI Care Express case. If you have any questions, please feel free to talk.
For the DJI Care Refresh service you bought from DJI Store on UK Amazon. Could you please send us an invoice to further verify the issue?

Will happily send you the invoice but don't know how to do that through a PM.

speedracer66 Posted at 3-9 13:44
Will happily send you the invoice but don't know how to do that through a PM.

Sorry for the late response. We have replied to you in PM. Please check.

speedracer66 Posted at 3-9 13:44
Will happily send you the invoice but don't know how to do that through a PM.

Sorry for the late response. We confirmed with our designated department. According to the invoice you provided, it is not our official store in UK Amazone. DJI Care Refresh services sold on DJI Store.com would not be activated in the form of an activation code. We will recommend you contact the dealer for the currency issue.

DJI Wanda Posted at 3-13 00:01
Sorry for the late response. We confirmed with our designated department. According to the invoice you provided, it is not our official store in UK Amazone. DJI Care Refresh services sold on DJI Store.com would not be activated in the form of an activation code. We will recommend you contact the dealer for the currency issue.

Amazon says it's yours...

speedracer66 Posted at 3-13 00:25
Amazon says it's yours...

[view_image]

Kindly know that the service is offered by us however the purchase channels are not only restricted to our website.
There are two forms to buy the services, one is purchasing the services from DJI Store, and the services can be bought from our website by entering your SN, the other one is an activation code/card, you need to activate the services separately by entering the activation code.

DJI Wanda Posted at 3-13 00:37
Kindly know that the service is offered by us however the purchase channels are not only restricted to our website.
There are two forms to buy the services, one is purchasing the services from DJI Store, and the services can be bought from our website by entering your SN, the other one is an activation code/card, you need to activate the services separately by entering the activation code.

So... Amazon has agreed to refund me for the policy. Slightly bizarrely, they require me to send back the voucher card, even though I've explained to them that it's been activated. Not my problem...

The question now is... can I pay to replace the EUR service with a GBP one when I get the refund? Or do I just have to accept that I'm stuck with a (much) lower level of service for two years, but essentially for free?

speedracer66 Posted at 3-13 01:12
So... Amazon has agreed to refund me for the policy. Slightly bizarrely, they require me to send back the voucher card, even though I've explained to them that it's been activated. Not my problem...

The question now is... can I pay to replace the EUR service with a GBP one when I get the refund? Or do I just have to accept that I'm stuck with a (much) lower level of service for two years, but essentially for free?

Please confirm whether the seller would like to offer you a free DJI Care Refresh service or are just willing to refund you the money but no be able to use the services later.
If you want to use the DJI Care Express services normally on the website later, we will escalate your request to our teams.

DJI Wanda Posted at 3-13 01:49
Please confirm whether the seller would like to offer you a free DJI Care Refresh service or are just willing to refund you the money but no be able to use the services later.
If you want to use the DJI Care Express services normally on the website later, we will escalate your request to our teams.

The seller no longer sells Care Refresh so they are unable to offer it (and, as I understand it, even if they did I would be unable to register it). They have offered a refund which I will be happy to use to pay for the service I thought I was buying.

My understanding from Amazon, though, is that they are unable to remove the cover that has already being activated so I don't know how I will add a second Care Refresh to the drone.

speedracer66 Posted at 3-13 02:11
The seller no longer sells Care Refresh so they are unable to offer it (and, as I understand it, even if they did I would be unable to register it). They have offered a refund which I will be happy to use to pay for the service I thought I was buying.

My understanding from Amazon, though, is that they are unable to remove the cover that has already being activated so I don't know how I will add a second Care Refresh to the drone.

If you just want to use the Care Refresh normally, you don't have to refund the services.
Because your package has arrived at the service center, you are probably unable to use the DJI Care Refresh services this time if you get a refund from the seller.
Kindly double-confirm whether your request is to get a refund from your dealer or just want to enjoy the DJI Care Express services later.

DJI Wanda Posted at 3-13 02:19
If you just want to use the Care Refresh normally, you don't have to refund the services.
Because your package has arrived at the service center. you are probably unable to use the DJI Care Refresh services this time if you get a refund from the seller.
Kindly double-confirm whether your request is to get a refund from your dealer or just want to enjoy the DJI Care Express services later.

I have not had a refund from the seller. I have been offered a refund by the seller if I return the activation code. The seller is aware that a claim is under way and I assume is aware that they will be unable to deactivate the service as a consequence. They have offered me a refund because they missold the product.

What I want, as I have been quite clear from the start, is the service I paid for, for the duration of the contract. I cannot 'use the Care Refresh normally'. I cannot access Premium Express and to access the service at all I have to request a paid repair and have CS override it. That's not acceptable.

What I want at the moment is for my drone to be repaired and returned to me under the currently active Care Refresh policy.

speedracer66 Posted at 3-13 02:29
I have not had a refund from the seller. I have been offered a refund by the seller if I return the activation code. The seller is aware that a claim is under way and I assume is aware that they will be unable to deactivate the service as a consequence. They have offered me a refund because they missold the product.

What I want, as I have been quite clear from the start, is the service I paid for, for the duration of the contract. I cannot 'use the Care Refresh normally'. I cannot access Premium Express and to access the service at all I have to request a paid repair and have CS override it. That's not acceptable.

Got it. We will escalate your request to our desginated teams.

speedracer66 Posted at 3-13 02:29
I have not had a refund from the seller. I have been offered a refund by the seller if I return the activation code. The seller is aware that a claim is under way and I assume is aware that they will be unable to deactivate the service as a consequence. They have offered me a refund because they missold the product.

What I want, as I have been quite clear from the start, is the service I paid for, for the duration of the contract. I cannot 'use the Care Refresh normally'. I cannot access Premium Express and to access the service at all I have to request a paid repair and have CS override it. That's not acceptable.

Your request has been forwarded to our designated teams. It may need 2 business days to receive feedback from our teams.  

speedracer66 Posted at 3-13 02:29
I have not had a refund from the seller. I have been offered a refund by the seller if I return the activation code. The seller is aware that a claim is under way and I assume is aware that they will be unable to deactivate the service as a consequence. They have offered me a refund because they missold the product.

What I want, as I have been quite clear from the start, is the service I paid for, for the duration of the contract. I cannot 'use the Care Refresh normally'. I cannot access Premium Express and to access the service at all I have to request a paid repair and have CS override it. That's not acceptable.

Your case is deemed a warranty repair case. Thus, your DJI Care Refresh replacement times are still intact.
We will complete the repair as soon as possible. If you have any questions after receiving the package, please feel free to talk.

I think this deserves a bit of recognition. This appears to have been an Amazon error, but DJI found a work-around initially and have now found a permanent solution. Amazon, to be fair, did offer a refund, but that is no longer necessary.

Thanks to Wanda and everyone else who helped.

speedracer66 Posted at 3-14 07:12
I think this deserves a bit of recognition. This appears to have been an Amazon error, but DJI found a work-around initially and have now found a permanent solution. Amazon, to be fair, did offer a refund, but that is no longer necessary.

Thanks to Wanda and everyone else who helped.

Great to know that everything's settled. As always, should you need to contact us for any reason, please know that we are always here to help. Thank you.

I have the same issue, I purchased my DJI Care Refresh package from the DJI store itself but I get the same error every time I try and raise a request. Spoke to support via online chat yesterday and didn't really get anywhere, told me to try Chrome instead of Edge and clearly it's not a browser issue from the many posts reporting this. CS representative said they couldn't raise an express case for me either and said they would investigate and get back to me and sadly I've heard nothing.

As I'm a new user on the forum I can't post my own thread either until I have enough 'Points'

Had same issue, no resolution from live chat team. Haven't been able to use the product so sending back. Terrible customer service and mixed excuses from live chat, payment failed with direct debit, credit card and PayPal. They also suggest my credit rating may be an issue which I know is not true. They appear to have this issue cropping up since 2018