I'm posting this to hopefully get some help from the mods on this forum.

When DJI ships out a drone, do they note the serial number of the drone to the order?  

I purchased DJI Care Refresh with my Mavic Pro back in October.  I had to send it in recently for repairs.  However, the repair center says that I am not eligible for a Refresh, because the drone I sent in doesn't match my Agreement Number's S/N.  I did not register the drone myself, I was told that it was registered when my Mavic Pro shipped.  I had to follow up with djicare@dji.com to even get my Agreement Number a few days after I received my drone.  I have a Zen Desk ticket which shows I was requesting my Agreement number with the drone S/N that was in my possession.

All I want is for them to correct their mistake and to get my Mavic back already.  It's been sitting in the Carson, CA repair center for a week.  I have talked to 4 tech support reps and a supervisor, only to find out a week later that the issue is the above.  I spoke with (supervisor) Oscar who said he'll see what they can do at the repair center and I've emailed djicare@dji.com for further help.

TLDR:
Purchased DJI Care Refresh with Mavic Pro.  Requested Agreement Number.  Agreement number was bound to the wrong Serial/Number.  Cannot use DJI Care Refresh.  Does DJI keep track of the serial numbers they send out?  I need them to realize they made a mistake and that my Mavic in the repair center is indeed the Mavic that should be under DJI Care Refresh.

Sorry to hear about that, please tell me your ticket number since you've sent an e-mail to djicare@dji.com, I'll check the case with our DJI Care team to see anything we can do for you as soon as possible.

Hi Natalia.  I've reached out to djicare@dji.com and they explained to me that the S/N registered in the Refresh agreement is the S/N on my main Control board and that is associated with the body's S/N and that all should be correct.  Zendesk #426248.  I am going to follow up with DJI support in California in a bit.  I gotta say this information should be known to the support/repair team and I'm not happy with the down time without my Mavic and the time i had to spend explaining the situation to several reps because of something that "appears" to be in order.