Hi all,

What is the expected turnaround time for an OSMO repair? Mine was received by the HK office 5 days ago but I have had no confirmation nor anything else. When I enter my details into the repair status tool it advises "waiting for payment" but nothing else (no serial number, etc) so I assume it hasn't been physically checked yet.

I appreciate DJI would be dealing with a ton of different repairs and high volumes, but I'm just curious to know how long before I can expect it back - 3 weeks? 3 months?

Cheers,
Richard

Hi Richard! Estimated turnaround time is 2-3 weeks. Could you please pass me your RMA number, we will look into it here

DJI-Tim Posted at 2016-3-26 23:18
Hi Richard! Estimated turnaround time is 2-3 weeks. Could you please pass me your RMA number, we wil ...

Hi Tim,

The case number is CAS-94736-L2Z6Q0.

Thanks so much.

richard.silver@ Posted at 2016-3-27 09:28
Hi Tim,

The case number is CAS-94736-L2Z6Q0.

Alright, i'm on it

DJI-Tim Posted at 2016-3-28 16:06
Alright, i'm on it

Thanks Tim

We already doing a free repair for you!  You will be receiving it back in NZ within 2 weeks

DJI-Tim Posted at 2016-3-28 21:58
We already doing a free repair for you!  You will be receiving it back in NZ within 2 weeks

Brilliant - thanks!

DJI-Tim Posted at 2016-3-28 21:58
We already doing a free repair for you!  You will be receiving it back in NZ within 2 weeks

Hi Tim,

Is there any way of finding out what was actually wrong with the unit and what was repaired?

richard.silver@ Posted at 2016-3-29 08:22
Hi Tim,

Is there any way of finding out what was actually wrong with the unit and what was repair ...

Our colleagues will be sending you an invoice where you can find out what was wrong with it

DJI-Tim Posted at 2016-3-29 15:10
Our colleagues will be sending you an invoice where you can find out what was wrong with it

Hi Tim,

I received the OSMO back last week and tested - works great! Apologies for not following up and advising.

I received advice of the repair, but it is in Chinese and as I don't speak or read it I don't know what was done or what was replaced. Would you or one of your colleagues be able to translate it for me and advise?
Thanks so much.

richard.silver@ Posted at 2016-4-18 08:23
Hi Tim,

I received the OSMO back last week and tested - works great! Apologies for not following  ...

Hi Richard!  We've replaced your gimbal and camera. Actually the whole upper part of the Osmo

DJI-Tim Posted at 2016-4-18 22:44
Hi Richard!  We've replaced your gimbal and camera. Actually the whole upper part of the Osmo

Wow, thanks for that Tim - didn't think that was the case as the serial number is the same.

On another note, a few of the guys here have been giving DJI Customer Service and Support a hard time (I'm sure you've seen the threads!) for various reasons. I just want to pass on my thanks to you and Adela for answering my questions and following up, as well as your techs for the prompt repair - it's much appreciated. I've had great service so far from DJI.

Thanks

when i was updated dji osmo from the dji go,the live video stoppted.while in the gallery videos and photos are able to playing.

Good day , my dji osmo 5 gimbal has not being responding, since I it asked for an a software upgrade and I did not complete it. It's since them been inactive even after checking with several phones. Kindly help cos I so much love it.

djiuser_EkMF4L8EWKGK Posted at 3-24 12:23
Good day , my dji osmo 5 gimbal has not being responding, since I it asked for an a software upgrade and I did not complete it. It's since them been inactive even after checking with several phones. Kindly help cos I so much love it.

Hi there, may I confirm you mean the DJI OM 5 cannot power on or it will not connect to the DJI Mimo on your phone? More details about the issue will be appreciated.