djiuser_vUFmYS6LZhvQ
lvl.2
Flight distance : 1874856 ft
United Kingdom
Offline
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Dear DJI Support Team,
I am writing to seek clarification and assistance regarding the replacement process for my DJI Avata 2 drone under DJI Care Refresh Express.
On December 3, I experienced an accident with my new drone (purchased on December 19 from the DJI Hasselblad online store (UK) and activated on December 23). While flying through a dark room, the drone, which was hovering steadily, suddenly started moving sideways on its own. Unfortunately, it leaned against a wall, became uncontrollable, and fell down a flight of stairs. The engine frame broke during the fall.
I promptly reported the incident and received a return label, but I have some questions about the next steps:
1. How should I pack the damaged drone for return? Should I use the original Fly More Combo bag and box or some other packaging?
2. Will the replacement drone come with a Fly More Combo bag, or should I reuse my current one?
3. Should I wait to receive the replacement drone and send back the damaged one in the same box, or should I send it immediately?
This is my first time using DJI Care Refresh Express, despite owning a DJI Air 2S for three years. I greatly appreciate your guidance to ensure the process goes smoothly.
Thank you in advance for your assistance.
Best regards,
Leszek Chrzastowski
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