So... I had an issue with my Osmo Pocket 3. The button popped off. Don't know how, don't know where - it just did. I keep very good care of my product, so not sure what happened.

Contacted tech support to find out how to get a replacement button - they instructed me they "could not" send me a button, because they "must fix it themselves - but that they would repair my unit". (Specially - they said: "However, according to our process, it is currently not possible for you to complete the button installation operation yourself. Therefore, we recommend that you send the device back to us so that our team can perform a professional installation service for you").

While it seemed like a lot of extra work (sending back/forth just to get a button), I reluctantly decided okay - I'd send it in. I was given very flowery replies like "As we consider you to be one of our most important customers and we will do our best to make sure that you are fully taken care of in the best possible way, we are going to provide a free new button for you. This is the least that I can do in the light of this event. I strive for your satisfaction and I  want to ensure a gratifying experience for you."

So, I am expecting MY unit to be fixed, and sent back to me. Again, I could have put it on myself - just needed a new button.

Days go by, and then... I get the weird "doublespeak" that the product I am being returned is "the product you received is new or equivalent to new in terms of performance and reliability."


I ask  "Waaait a second... What does "equivalent to new" mean, and is the unit I am being sent "new", or "equivalent to new"? I suspect it means "refurbished" - aka - a previous damaged broken unit, that was fixed - and being passed of to customers as "new" with word games, especially because it did not directly say "new", but that it COULD be "brand new" OR "equivalent to new".


The tech support keeps avoiding answering the question, just repeating the mantra that the unit I am receiving is "new" or "equivalent to new", and refuses to answer the question what "equivalent to new" means. Actually, just ignores it in some e-mails, and answers "other" questions in other e-mails. I even flat out ask "Please answer the following question - does "equivalent to new" mean "refurbished", aka "previously damaged, but fixed"? Tech totally ignores that component of my e-mail, and does not respond to it.

Several e-mail exchanges letter, pressing to find out what "equivalent to new" means, while STILL not directly admitting it is a PREVIOUSLY DAMAGED unit, receive replies like "Regarding the equipment you mentioned, I would like to clarify that while it may not be brand new, please rest assured that its performance and quality are indeed equivalent to new"... In other words - its a PREVIOUSLY DAMAGED UNIT.

Receive my product. While it is in a "new box", and has a "DJI seal" to make it look like a "brand new product" - I open it - and it's obvious it is not a new unit. Not only were there missing parts (part of the box for other components was empty) - but it's obvious this was a previously damaged, but "fixed" unit.

The tech support STILL refuses to directly answer the question - but instead plays word games saying things like it is "equivalent to new", and "Regarding the equipment you mentioned, I would like to clarify that while it may not be brand new, please rest assured that its performance and quality are indeed equivalent to new", "I would like to assure you that the replacement device we provide you will be of the same quality and performance as a new product. Before it is shipped, it will be thoroughly inspected and tested to ensure that it will function properly and meet our high standards."

Still outright refusing to answer a  DIRECT question of "Is this a refurbished product" (aka previously damaged, but fixed) unit.

I paid $900 for this. I purchased it BRAND new. I have no idea how someone treated their unit in the past, if they dropped it, got water on it, smashed it, whatever. If I wanted a "previously damaged, but fixed" (aka "equivalent to new") product, it would have been a lot less to purchase.

Companies charge less for refurbished, aka "EQUIVALENT TO NEW" (PREVIOUSLY DAMAGED) products - because they KNOW there could be problems down the road - even though they tested it extensively, and the risk is on the consumer that there could be problems.

I was misled by the tech - NEVER did they say "oh, we'll send you a PREVIOUSLY DAMAGED, but repaird product" (or even using their word games "equivalent to new"), but rather text like "We will prioritize your device and complete the installation and return it to you as quickly as possible."


AKA - I am getting MY device fixed, and MY device sent back to me.


NOT that I would be getting a previously damaged, "equivalent to new" product.


This is extremely poor service, plus the fact that DJI is sending out PREVIOUSLY DAMAGED UNITS and KEEPING GOOD QUALITY UNITS (i.e., my unit) for whatever reason. PLUS the fact they are playing word games, refuse to answer a direct question, and never said in initial communication that I would be getting a "damaged" unit - but rather that MY unit would be fixed and MY unit would be returned.


Could someone please assist me in either getting MY fixed device - or a BRAND NEW/non previously damaged product? The tech seems to refuse to do that, basically saying oops, sorry, yeah, we can't - BUT WE WANT YOU TO BE HAPPY. (I.e., this is the text: "Regarding your question about  how to return your current device for a replacement, we regret to inform  you that we are afraid we are unable to accommodate you. Please  rest assured that we will do our best to ensure that the entire process  is as smooth and quick as possible. We will provide you with all the  information and guidance you need so that you can easily send your  device back to us. If you need further  assistance or have any questions, please do not hesitate to contact us.  We are here to provide you with the support you need and ensure your  satisfaction."


If I had known DJI was going to send me out a PREVIOUSLY DAMAGED product I woudl have said no, I figure out how to fix it myself - and insisted they send me a button - or find a 3rd party button somewhere else.


How do I either get MY unit returned, with the button fixed (which I KNOW I took good care of) - OR - an actual BRAND NEW product (like they were alluding to in the e-mails)?


Thank-you!

A very good and pertinent question you have posed here and I am eager to read DJI's response in this situation. This query also relates to other DJI products such as their drones. Is a replacement new and unused, or somebody else's previously damaged goods that have been repaired by DJI? If one purchases Care Refresh, a BRAND NEW/unused product should be sent out to a customer, not a refurb.

All of the replacements Ive had from DJI have been like new,    apart from a different box you could never tell.  

Hello, we apologize for the inconvenience. Kindly provide us with the relevant case number and ticket number for us to check from our side. We look forward to your reply.

Hi, thanks - I believe these are the #'s you are looking for?
CAS-19876825-M3R8H0 & 8782456?

Thanks.

djiguy001 Posted at 1-19 20:03
Hi, thanks - I believe these are the #'s you are looking for?
CAS-19876825-M3R8H0 & 8782456?

Hi there, thank you for sharing the case number with us. We will forward this to our relevant team for further investigation and get back to you as soon as we receive the updates. We appreciate your patience in this matter.

Thank you!

So, here is an update on the situation...

a) In the initial communication, I had wanted just to be sent a new button. I was told they could "not" send a "new button" (doesn't quite make sense, but whatever), and I would have to send it in. I was told I would get MY unit replace. More specifically, that I would get a new button, and that it would be installed. "As we consider you to be one of our most important customers and we will do our best to make sure that you are fully taken care of in the best possible way, we are going to provide a free new button for you. This is the least that I can do in the light of this event. I strive for your satisfaction and I  want to ensure a gratifying experience for you. However, according to our process, it is currently not possible for you to complete the button installation operation yourself. Therefore, we recommend that you send the device back to us so that our team can perform a professional installation service for you. You can send your unit in for further checking by submitting an online repair request at this link"

I further clarified  "So I can send it in now, and it will be repaired & sent back to me free of charge, correct?". (MY device). For a reply, I was told: "We will prioritize your device and complete the installation and return it to you as quickly as possible." (aka the installation on MY device would be made, and then MY device would be returned to me). Even though I didn't want to send it in - (because I originally just asked for them to send me a button so I could put it on myself). Not once was I told I would be getting a previously damaged/refurbished "equivalent to new" product.

b) After the product was received, and I a return label saying the unit was being returned, I got this message, that said "After testing your product, DJI has determined to provide you with free repair service"... it then later stated "This product will be covered under warranty. We'll either replace it with a product that's new or equivalent to new in both performance and reliability, or repair it.", and then got a return notice with a different serial number. I thought the wording of "equivalent to new" was odd, so asked for clarification - "Question - I noticed the serial # is different on the unit being shipped back. Am I receiving a new product, or is it someone else's used product?" (And I had to ask SEVERAL times).

c) Instead of giving me a direct answer, the answer was either consistently ignored, or a non-direct answer of "We'll either replace it with a product that's new or equivalent to new in both performance and reliability" I asked again: "Does that mean I am getting a "used" machine? If so, I do not want a used machine, because I purchased a new one. Please send me either the same machine I sent in, or a brand new one. I do not want a "used" machine that someone else used that "might" have been fixed, simply because I do not know how they treated the device in the past, and something else could be broken even though the "tests" were fine."

d) The question is ignored, or when/if I did get a response, would be just told it was "brand new, or equivalent to new"

c) Only after sending a message here (although it could be unrelated to this post - simply because the person responding said they were out of the office for a few days), did I get a response from the "repair" section saying that yes, indeed it was refurbished.  "Regarding the unit that was replaced, I want to assure you that it is a certified refurbished unit. " Then, there is a follow up e-mail rather smugly saying/playing games that in their "Our repair and replacement policy, which is outlined in our Terms of Service" - and then proceeds to quote with a big red circle something out of their service terms (which I did NOT agree to, nor was I told upfront that I could/would get a PREVIOUSLY DAMAGED, but REPAIRED unit (aka "refurbished).

The funny thing is - in the very SAME terms this guy quoted, which I didn't agree to/nor was I told about upfront - they VIOLATED the SAME terms they are quoting, i.e., "DJI will not start repairing without your consent with the offered repair quote. If you disagree with the repair quote, DJI will return your product(s), and according to DJI's aftersales policies in your local area". I did NOT consent to getting a previously damaged, but repaired unit, aka "equivalent to new", aka "refurbished" unit. If they had told me, that the "repair" would be giving me a PREVIOUSLY DAMAGED, but REPAIRED unit, i would have said no - I don't want that, just install the button as you initially promised or tell me how I can get a button myself and I'll install it.

So this is getting very frustrating/upsetting, not to mention wasting hours of time following up, writing this message, etc, and surprisingly this is a bit stressful/anxiety producing - which it shouldn't be - it should be a nice smooth, easy process.

I didn't pay for a DAMAGED unit - I bought a BRAND NEW unit. Based on the initial and follow up correspondence - I was fully expecting MY unit to be fixed - by simply installing a button. While of course for the refurbished unit there is "rigorous testing" - and the unit MAY be "okay" - I have no idea how the previous person treated it. Maybe they dropped it, maybe they got it wet - so maybe even though the testing says it "should" be okay - it won't be okay. There is a reason companies sell refurbished units at a DISCOUNT - because they KNOW there 'could' be problems later on.

"Maybe" it's fine, "maybe" its not - but the fact is - I was TOLD that I would get MY unit fixed, not that it would be a refurbished unit sent out. If I had been told upfront that it would be a refurbished unit (and not some "word games" of "equivalent to new"), then I could have/would have made a decision based upon that. (And most likely again, would have said - just send me the button, and I'll fix it myself, because I would not have wanted someone else's unit).

This poor treatment does not build trust.

At this point in time - I'm not sure where my original unit is floating around - so the question is - how do I actually get a brand new unit now? I don't want the previously damaged, but fixed - aka refurbished - aka "equivalent to new" unit.

Thank-you.

djiguy001 Posted at 1-22 07:39
So, here is an update on the situation...

a) In the initial communication, I had wanted just to be sent a new button. I was told they could "not" send a "new button" (doesn't quite make sense, but whatever), and I would have to send it in. I was told I would get MY unit replace. More specifically, that I would get a new button, and that it would be installed. "As we consider you to be one of our most important customers and we will do our best to make sure that you are fully taken care of in the best possible way, we are going to provide a free new button for you. This is the least that I can do in the light of this event. I strive for your satisfaction and I  want to ensure a gratifying experience for you. However, according to our process, it is currently not possible for you to complete the button installation operation yourself. Therefore, we recommend that you send the device back to us so that our team can perform a professional installation service for you. You can send your unit in for further checking by submitting an online repair request at this link"

Hi there,
thank you for the updated provided and we apologize for the inconvenience.

We will forward this to the relevant team for further investigation and will update you as soon as we receive any information. We appreciate your patience and understanding in this matter.

It is commonplace for tech companies to send refurbished units out as replacements. So they take repaired items and place them in a new body, then test all components rather vigorously [we would hope] but whether this is fair is another matter. From their point of view they are replacing one used item with another used item, so is perfectly reasonable, but if, like me. you baby your tech items, you don't know what your getting in return half the time!

Interested to see hw this pans out, but I'm pretty sure it won't get much further unfortunately - they'll just point you to their terms & conditions I guess......

Best of luck though!

IftiBashir Posted at 1-24 06:09
It is commonplace for tech companies to send refurbished units out as replacements. So they take repaired items and place them in a new body, then test all components rather vigorously [we would hope] but whether this is fair is another matter. From their point of view they are replacing one used item with another used item, so is perfectly reasonable, but if, like me. you baby your tech items, you don't know what your getting in return half the time!

Interested to see hw this pans out, but I'm pretty sure it won't get much further unfortunately - they'll just point you to their terms & conditions I guess......

While it may true that is what companies do, that is not what I was told would happen.

I was misled/lied to/whatever you want to call it. I was told MY unit would be fixed, and MY unit would be repaired. Had I been told a previously damaged/used/repaired unit would have been given to me - I would have simply said no. And in fact - I did want to just order a button and put it on myself - but they said they had to do it.

On top of that - with their OWN TOS - they did NOT tell me that I would be given a refurbished unit - nor did they give me the option of declining that (which according to their very own TOS)... And then when I asked for clarification - 3-4 e-mail exchanges - either ignored or refused to directly answer the point blank question of "Is this a refurbished unit"?

THAT is what I am upset about. Very poor treatment, including wasting a LOT of time trying to get this resolved - only to be told "Well, soz! TOO bad! We can't do anything (which is a load of crock), Good luck!"

djiguy001 Posted at 1-24 11:05
While it may true that is what companies do, that is not what I was told would happen.

I was misled/lied to/whatever you want to call it. I was told MY unit would be fixed, and MY unit would be repaired. Had I been told a previously damaged/used/repaired unit would have been given to me - I would have simply said no. And in fact - I did want to just order a button and put it on myself - but they said they had to do it.

djiguy001 Posted at 1-24 11:05
While it may true that is what companies do, that is not what I was told would happen.

I was misled/lied to/whatever you want to call it. I was told MY unit would be fixed, and MY unit would be repaired. Had I been told a previously damaged/used/repaired unit would have been given to me - I would have simply said no. And in fact - I did want to just order a button and put it on myself - but they said they had to do it.

Personally, as long as I received a working unit that looked as good as new, I would;dn't be too fussed TBH.....
Although I also appreciate where the OP is coming from RE the misleading information.
Let us know how you get on ;)

djiguy001 Posted at 1-22 07:39
So, here is an update on the situation...

a) In the initial communication, I had wanted just to be sent a new button. I was told they could "not" send a "new button" (doesn't quite make sense, but whatever), and I would have to send it in. I was told I would get MY unit replace. More specifically, that I would get a new button, and that it would be installed. "As we consider you to be one of our most important customers and we will do our best to make sure that you are fully taken care of in the best possible way, we are going to provide a free new button for you. This is the least that I can do in the light of this event. I strive for your satisfaction and I  want to ensure a gratifying experience for you. However, according to our process, it is currently not possible for you to complete the button installation operation yourself. Therefore, we recommend that you send the device back to us so that our team can perform a professional installation service for you. You can send your unit in for further checking by submitting an online repair request at this link"

Hello, our relevant team has replied to you via email. Please check it carefully. You can respond to this email or contact us if you have any questions. Thank you.

DJI Susan Posted at 1-27 02:07
Hello, our relevant team has replied to you via email. Please check it carefully. You can respond to this email or contact us if you have any questions. Thank you.

Hi DJI Susan,

Thank-you for your message. The response I received was basically a "too bad, we aren't budging, but we'll send you a free hat if you want". So... how would you suggest I reply?

a) In initial correspondence, whether intentionally or not, I was misled/miscommunicated/lied to/deceived/whatever word one wishes to use. I was told it would be MY unit that gets fixed, and MY unit that gets repaired. I did ask for a button I could install - but was told 'they' had to fix it and couldn't send me a button.
b) Over several e-mail exchanges, when I noticed the unit was being in the process of being sent back said it would be "equivalent to new, or brand new", I couldn't get a straight answer on a simple question - "is it a refurbished unit"? Only after posting here did I finally get a honest/straight answer that yes, it was a used/refurbished unit.
c) A signing his email "Eduardo Z" initially starts quoting "terms and service", implying that he is rigidly "following the rules", and that he can't "break the rules". Yet - in the very same terms & service he sent me  - several paragraphs above, he "broke the rules". It seems when its in his favor, appears not to apply/he chooses to ignore it. I never got a confirmation and/or the option to say that I wanted my unit back, and not a refurbished one. Including the "TOS" image I was sent, he highlighted the red box. I've added the green box.
d) Perhaps he didn't have the authority to issue a new unit, so asked him to forward it to someone who did. He either ignored that request, or just chose to refuse it, because he is the one continuing to respond and didn't answer the question.
e) I pointed out that the very same "rules" he was quoting me - he didn't follow. He ignored/chose not to answer that either.
f) With refurbished units in general - while some may be fix & be just like 'brand new' some aren't. So yes, while I still have warranty - it's possible that right when it expires - it breaks and is more expensive for me later on.

"Maybe" refurbished units are fine, "maybe" they aren't. While some people may be fine with refurbished units based on some of the responses above (and one fellow seems to only be able to speak in memes, and thinks he's funny with a mountain/molehill image, it's not) - I'm not okay with it.

I wasn't told up front what would happen, the very same "dji service TOS" I was "quoted" were not followed by repair staff, direct questions avoided being answered until I posted here... So - the "resolution" I'm being "offered" isn't really a resolution. It's a "too bad, we aren't changing, we messed up a few times, but oh well - here's a free hat if you want".

Right now I feel the best course of action - because it seems mistakes or because there was miscommunication on the part of DJI staff multiple times, would to be have me send this unit back, and be send a brand new, non refurbished unit. I've already spent too much time trying to get this resolved. It doesn't seem Eduardo Z wishes to that, and instead just wishes to offer me a free hat. I was expecting a nice smooth process with the initial repair, but it wasn't - and I've already spent way to much time on something that should have been a really simple process.

So... please let me know, how would you suggest I respond?

Thank-you.

djiguy001 Posted at 1-28 07:10
Hi DJI Susan,

Thank-you for your message. The response I received was basically a "too bad, we aren't budging, but we'll send you a free hat if you want". So... how would you suggest I reply?

Hello there, we totally understand your feelings. We have escalated the issue to our relevant team, and they will handle it as soon as possible. We will continue to follow up. Thank you for your understanding.

I know that sucks if you buy a brand new unit, return it and get the used item. I understand that after some usage like 1 year but if it is soon after you got it like 1 month then it totally sucks to get used and already damaged older unit that might be used like 6 months already. Especially if battery is like 80% and what you bought was 99% of life. Voltage meter wont show that. And the original problem with changed unit might come back and then you have a new problem with it with the price of brand new product.

I have seen pretty many times that product looked great from the outside and when I opened it and checked whats done inside, I have seen broken heat pipes for CPUs, broken screws etc. a lot of total careless "fixing". And that really annoys me. They do what they want because most customers wont open the hood of the car. And if complaining then copy paste "were sorry blaa blaa" begins.

This is why I fix products often by myself if possible.

These days you have to pray that product is not broken out of the box and then pray that it lasts warranty time. And then pray it would last more than 1 year before it will be "recycled" and smuggled to the Thailand to be burned and metals collected bare hands by some kids. But corporations do not have any responsibility after product is sold. Then it becomes customers problem.

DJI Paladin Posted at 1-29 22:17
Hello there, we totally understand your feelings. We have escalated the issue to our relevant team, and they will handle it as soon as possible. We will continue to follow up. Thank you for your understanding.

Thank-you. I basically got the same reply. Ignored any relevant information with respect to the fact I was told my unit would be repaired, never given the option to say I did not want a previously damaged/but repaired refurbished "equivalent to new" product - and their own rules weren't followed. Instead, was just "Sorry, too bad. We can't do anything. Have fun with your previously damaged & broken, but refurbished unit!"

Aavis Posted at 1-29 23:33
I know that sucks if you buy a brand new unit, return it and get the used item. I understand that after some usage like 1 year but if it is soon after you got it like 1 month then it totally sucks to get used and already damaged older unit that might be used like 6 months already. Especially if battery is like 80% and what you bought was 99% of life. Voltage meter wont show that. And the original problem with changed unit might come back and then you have a new problem with it with the price of brand new product.

I have seen pretty many times that product looked great from the outside and when I opened it and checked whats done inside, I have seen broken heat pipes for CPUs, broken screws etc. a lot of total careless "fixing". And that really annoys me. They do what they want because most customers wont open the hood of the car. And if complaining then copy paste "were sorry blaa blaa" begins.

Thank-you. Yes - that is precisely my point. Companies discount refurbished units because they know there could be problems later on. Maybe you get lucky and there won't be - but you don't know.

Had I known in advance they would have sent me a refurbished unit (which they call "equivalent to new") - I would have never sent it in, and insisted I just get the button to fix it myself. Instead, they told me "my" unit would be repaired. They then did not follow their own rules that the customer would have a choice whether to proceed with a proposed repair option (i.e., "give you a refurbished unit"). And communication so far seems to be basically "Too bad. Have fun."

djiguy001 Posted at 1-30 05:15
Thank-you. I basically got the same reply. Ignored any relevant information with respect to the fact I was told my unit would be repaired, never given the option to say I did not want a previously damaged/but repaired refurbished "equivalent to new" product - and their own rules weren't followed. Instead, was just "Sorry, too bad. We can't do anything. Have fun with your previously damaged & broken, but refurbished unit!"

Hello there, our relevant team has replied to you via email. Please check it carefully. You can respond to this email or contact us if you have any questions. Thank you.

DJI Paladin Posted at 1-31 02:19
Hello there, our relevant team has replied to you via email. Please check it carefully. You can respond to this email or contact us if you have any questions. Thank you.

It looks like it was exactly the same reply, basically "Too bad, enjoy your previously broken, but repaired/refurbished unit".

djiguy001 Posted at 1-31 19:05
It looks like it was exactly the same reply, basically "Too bad, enjoy your previously broken, but repaired/refurbished unit".

Hi there. Our relevant team has explained it to you in the email. If you have any questions, you can reply to the email. Thank you for your understanding and cooperation.

If refurbished products are "just as good" as "brand new" products, then (a) why are is the DJI repair so adverse to sending out a brand new product - after all - if a refurbished product is "just as good" - what's the difference? (b) why was the DJI rep misleading/deceptive (whether accidental or deliberate) in initial communications? It should be made right, because the reps made mistakes, several times.

Anyways, yes - the person who responded said she didn't want to, because it's was "against policy" (even though the same policy was broken several times to send out a refurbished unit).  And "the replacement machine's performance and reliability are equivalent to that of a new one"... Anyways, I did do as you suggested (responding to e-mail), and certain questions are either ignored or just not responded to, so there does not appear to be a point to responding to the e-mail, because the stance does not change.

Have a good day.

djiguy001 Posted at 2-1 05:00
If refurbished products are "just as good" as "brand new" products, then (a) why are is the DJI repair so adverse to sending out a brand new product - after all - if a refurbished product is "just as good" - what's the difference? (b) why was the DJI rep misleading/deceptive (whether accidental or deliberate) in initial communications? It should be made right, because the reps made mistakes, several times.

Anyways, yes - the person who responded said she didn't want to, because it's was "against policy" (even though the same policy was broken several times to send out a refurbished unit).  And "the replacement machine's performance and reliability are equivalent to that of a new one"... Anyways, I did do as you suggested (responding to e-mail), and certain questions are either ignored or just not responded to, so there does not appear to be a point to responding to the e-mail, because the stance does not change.

Hello, our relevant team has replied to you via email. Please check it carefully. You can respond to this email or contact us if you have any questions. Thank you.