I’m one of the customers who ordered the Mavic within the last days of September. Since then I’ve been planning a trip to Asia, looking forward to capturing some stunning aerials abroad with the Mavic.
Fast forward to December, when I finally had the Mavic in my hands. I live in Vancouver, and we had an unusually cold winter this year. On a warmer evening (I was waiting for warmer weather due to DJI’s advice to not fly in too cold temperatures. Shortly after takeoff I received an error “overcurrent discharge”, which resulted in a crash (full story here: http://forum.dji.com/thread-77541-1-1.html).
In that thread, DJI Mindy advised me to contact support and helped to create a support ticket for a replacement. As instructed, I packed up the Mavic and everything else that came with it into the original box, packed that box into the sturdy shipping box that it arrived in, and sent it to the DJI facility in Carson, CA.
It arrived at the DJI facility on Monday Jan 16, and this was confirmed by support when I called to follow up. To this date, the status in the repair tracker has not been updated since the ticket was created. I’ve called support several times, as well as used chat several times to get an update on what’s happening. Did my Mavic get lost at the facility? Was it stolen? Did something happen to it? Each time I get told that it’s at the top of the queue, and that I should check back in a day or so. Each time I check back in a day or so and nothing ever changes.
I’ve explained my situation with the vacation that I’ve been looking forward to for months, and I’ve been assured that I will have a Mavic back to me by then. It’s now February 8. I leave for vacation on the 17th. At this rate, it’s looking very unlikely that this is going to happen at all, especially given that there hasn’t been an update to my case since December 28.
Can someone from DJI please explain what is going on? Has my Mavic been lost or stolen at the facility? It’s so strange that I’m seeing reports of people on this forum getting their Mavic serviced and returned within 1-2 weeks, and I’m sitting here nearly a month later with nothing. The best I can hope for is that it gets looked at within the next few days and the replacement gets sent overnight to me. I'm sure anyone could appreciate how stressful this situation is.
I’m sorry I have to do all this communication here, as I’m getting nowhere with support on the phone and via the chat.
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