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DJI SUPPORT REPAIR COST TOO HIGH
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fans1212d56f
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Canada
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Got a mavic pro probably like many of you tried flying it inside and crashed it nothing major couple broken propellers scratch here and there. And a gimbal cover was on so not even a scratch on camera or gimbal motors.

After crash inspected no broken parts.
But got gimbal overload error.
After painstaking searching for similar problems to see if I can fix it myself.
Found a video on YouTube with exactly the same problem, after asking him what was his problem and how much did it cost him,
He said it was gimbal control board and
Cost $17 but all has been waived because it was on warranty.

https://www.youtube.com/shared?ci=AGKymfmq8PQ

So I got excited because it's not going to cost me much to repair.
Since you can't find any parts to buy so you could fix it yourself.
And I live in Canada it took a week to get there then another week on dji shelf
After talking to so called support finally got the email with invoice

Invoice

Customer:   
Case:
DJI Care Balance:   
Quote Date:    01-30-17
Remarks:    Non-warranty. Aircraft has impact damage OR Hard Landing.

Item    Quantity    Unit Price(USD)    Total Price(USD)
Back Right Motor Arm       1      19.00   
Back Left Motor Arm        1      19.00
Intelligent Flight Battery 1      89.00
Mavic Pro Gimbal & Camera        179.00   
Middle Frame              1        4.00
Front Left Motor Arm    1         22.00
Front Right Motor Arm   1         22.00
Mavic 8330 Quick-release Folding Propellers
                        1         9.00    Top Cover               1         1.00
Service Charge    1 65.00/h       65.00
Freight:                           0.00
Total Amount:                     429.00
DJI Care deduction:               0.00
Total Payment:                    429.00



After talking with support and telling him that all I need repaired is gimbal.
I don't want battery because they asked to send drone and remote no battery.
I don't want new arms old ones are good I tested it was good flown it a couple of times to ensure.
I don't need top cover and frame they are fine not a scratch.
Propellers I'd take
I'm guessing that the person I talked about
Didn't tell them he had a crash
I did so ok I'll pay your labour change.

Invoice 2

Customer:   
Case No:   
DJI Care Balance:   
Quote Date:    01-31-17
Remarks:    Non-warranty. Aircraft has impact damage OR Hard Landing.

Item    Quantity    Unit Price(USD)    Total Price(USD)
Mavic Pro Gimbal & Camera 1    179.00
Mavic 8330 Quick-release Folding Propellers                           
                       1     9.00
Back Left Motor Arm    1    19.00   
Front Left Motor Arm    1    22.00
Middle Frame            1     4.00
Back Right Motor Arm    1    19.00
Front Right Motor Arm    1    22.00
Top Cover                1     1.00
Intelligent Flight Battery 1    89.00
Service Charge    1    65.00/H   65.00
Freight:                         0.00
Total Amount:                    429.00
Discount:                        -42.90
DJI Care deduction:               0.00
Total Payment:                   386.10

After this I'm pretty fed up with DJI
call again requested to speak with supervisor talked to on it seemed like his getting my point so he said I will be charged for gimbal and that's all and I should receive invoice in half hour...
A day later got invoice

Invoice 3


Case No:   
DJI Care Balance:   
Quote Date:    02-02-17
Remarks:    1. Non-warranty. Aircraft has impact damage OR Hard Landing. 2. Additional 10% discount for inaccurate part cost

Item    Quantity    Unit Price(USD)    Total Price(USD)
Top Cover                       1    1.00
Front Left Motor Arm            1    22.00   
Mavic Pro Gimbal & Camera       1  179.00
Middle Frame                    1   4.00
Back Left Motor Arm             1   19.00
Mavic 8330 Quick-release Folding Propellers    1                               1    9.00
Front Right Motor Arm           1    22.00
Intelligent Flight Battery      1    89.00
Back Right Motor Arm            1   19.00   
Service Charge         1    65.00/H   65.00
Freight:                             0.00
Total Amount:                        429.00
Discount:                            -85.80
DJI Care deduction:                   0.00
Total Payment:                       343.20


At this point finally got to me that DJI USA is not in the business of repairing drones just replacing.
So I call again speak to another Supervisor and he told me that they might have to replace my drone because there is too much damage horse s**t. so I'm done at this point and I say fine replace the arms and gimbal then as I wait for invoice again called day later requested to talk to manager tried to explain that all I want is to repair parts that are faulty then he goes on that I must replace arms because it won't pass quality assurance. So I told him that I didn't send my drone for replacement just for repair and he admitted that they don't repair mavic just replace and that they don't have parts now and ya they just send replacements aha so that's why you want to charge me for all this parts.Because you don't have any in
MANUFACTURE REPAIR SHOP!!!! REALLY!!!!
IT'S PARTS AND REPAIR MONOPOLY
I HAVE RECORDED MOST OF MY PHONE CALLS WITH THEN WILL UPLOAD THEM TO YOUTUBE TO WARN
PEOPLE THIS IS NOT ACCEPTABLE.

The 10% discount is for
179.00 for gimbal and camera charge
Confronted the supervisor's about this
Turns out they don't even know about online repair price chart

In their ONLINE REPAIR PRICING CHART
It's 159.00 for gimbal and camera

Got final invoice
Invoice 4

Customer:   
Case No:   
DJI Care Balance:   
Quote Date:    02-03-17
Remarks:    1. Non-warranty. Aircraft has impact damage OR Hard Landing. 2. Additional 10% discount for inaccurate part cost 3. Removed the shell and battery per tasked customer request

Item    Quantity    Unit Price(USD)    Total Price(USD)
Mavic 8330 Quick-release Folding Propellers                                       
Mavic Pro Gimbal & Camera 1    179.00 still no price change on invoice
Back Right Motor Arm    1    19.00   
Middle Frame            1    4.00
Back Left Motor Arm    1    19.00   
Front Right Motor Arm    1    22.00
Front Left Motor Arm    1    22.00   
Service Charge    1    65.00/H    65.00
Freight:            0.00
Total Amount:            339.00
Discount:            -67.80
DJI Care deduction:            0.00
Total Payment:            271.20

And I told them I would like them to send me the old "broken gimbal assembly will see.
Battery has been taken out and top cover
And some credit discount applied for wrong
Gimbal and camera price.

In the end I still overpaid for “repair”

This goes to BBB if anybody have a similar problem recommend do same

https://www.bbb.org/losangelessiliconvalley/business-reviews/drone-retailer/dji-service-in-carson-ca-267337

where the charge should be
$17 for part
$65 labor
$9  Props
total $91  
2017-2-12
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Gusmtb
lvl.4
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Unfortunately we are just at their mercy.
2017-2-12
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hallmark007
Captain
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Third price looks about right, they did give you 20% discount, I suppose it's your word against theirs as to what was wrong, and I suppose their the engineers. Other bits like the battery was obviously a mistake.  They didn't charge you shipping and looks like they didn't charge you for props. So I think it's a bit strong calling this a scam..
2017-2-12
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Jdwyier
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United States
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Taken at the OPs word I wouldn't call it a scam either. A "Racket" might be more appropriate.

So if I crash my Mavic and bust the gimble and get a few scratches or cracks in the body or arms and ALL I want DJI to do is replace the gimble they won't do it?  Or if I crash my Mavic and bust and crack a single arm I'm going to get a 'Refurb" unit of unknown history rather than my own unit back? I can understand this if someone is using DJI Care, it's plainly stated in the agreement, but if I'm PAYING for a repair then I expect MY Mavic to be repaired and returned.

I would really appreciate feedback on this issue from some of the DJI folks on the board. Please tell me that what was described by the op was a mistake or misunderstanding rather than company policy.  
2017-2-12
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DJI-Thor
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Can you tell us your RMA number or case number? We'll look into it.
2017-2-12
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fans027120f8
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United States
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Dji is a horrible company, I had a p2 that had a Gps issue, they would only replace gave me a discount, didn't arrive for 6 months so I bought a p3, when the p2 finally came it had a brick battery, at first they wouldn't warranty it because they tried to tell me I bought it 6 months ago, yes paid for it 6 months ago didn't arrive till last week, luckily I saved all the emails and had to send them in as proof and finally got a new battery, it went bad mid flight just shut down p2 crashed, they told me the first battery should have never been replaced by them and I only got "lucky"
2017-2-12
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fans027120f8
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Had to buy a new battery at my expense and also pay for the repair even tho this unit was only 3 months old(doubt it was in the mail for 6months) do you all love calling dji waiting time on the phone only to talk to someone and get nowhere!?
2017-2-12
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fans1212d56f
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Canada
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DJ Thor look into this racketeering as someone mention here. someone maybe all the customers that got screwed should sue their ass.
There is noting you can do I paid already and drone has been shipped. And it's not the same one because serial numbers that they send me don't much up with
My drone. So that just reaffirmed that Carson is
Not repairing their drones.
It's like giving your brand new car with 20.000 km that had a fender bender to  mechanic and he giving you back same car all mice with 200.000 km and tell you it's same one. That kind of stuff might fly in China.
2017-2-13
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fans1212d56f
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Canada
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Jdwyier if you don't have DJ refresh or care I would recommend that you repair your drone at authorized dealer/repair shop they will repair your drone and ask if you want broken parts back. I would have done that but when I sent my drone they didn't have parts yet.
2017-2-13
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fans1212d56f
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Canada
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So dji don't like the original post title and renamed it originally it was "DJI SUPPORT REPAIR SCAM" CHINESE CENSORSHIP AT IT'S BEST"
2017-2-13
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Chriscycling
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United Kingdom
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Interestingly there are load of spares available on Ebay.............................arms, bodyshells etc
2017-2-13
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fans2b75c050
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DJI does need some help on customer service and support. I completely got lied to by USA support repair. Said they were going to ship me the part that was broken on my new MAVIC. A small cover was cracked  common on the gimble. Found out today they are not , and want me to send it for repair or exchange. Not going to happen. Problem will get a refurbished one.
2017-2-13
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fans1212d56f
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Chriscycling Posted at 2017-2-13 12:40
Interestingly there are load of spares available on Ebay.............................arms, bodyshells etc

If you want to pay triple.  Did you look at the prices compare them to those on DJI Web price chart.
2017-2-13
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PimpDawg
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Why does DJI offer parts for sale if you're not allowed to repair your own drone without voiding warranty?

Has anyone ever ordered parts for the Mavic? From what I understand not even the repair facility in Carson has parts for repair which is why they always push you to replace.
2017-2-13
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fans1212d56f
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Canada
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I'm going to quote here a member of different forum Rob
"If I think about it I cannot remember a single case were a person sent back a Mavic and got back their original Mavic!

People on Youtube and the forums always say that the serial number is different, they had to Re-Pair the controller with the returned Mavic and any identifying marks they made on the unit are gone. The only conclusion is that they really do not repair them at all and it actually makes sense from DJI's perspective.

DJI is not the first company that I have seen do this, I have also came across several Japanese companies that do the same thing. In a business world it makes sense because they send your old drone back to China and strip off all the parts, inspect them and then throw the physically good circuit boards back on the production line, If the board has an electrical defect it will be rejected when it's placed in the assembly line testing jig. I would imagine that all the cheap plastic parts are just dumped and the camera and gimbal are probably sent to a separate department for analysis and repair if possible.

This all makes good sense from a DJI perspective because it allows them to offer fast service and they lesson their chances that an improperly trained person missed a problem also it allows them to use cheap Chinese technical labor throughout the whole process. The only thing the foriegn service centers do is probably inspect the Mavic for the slightest mark or damage and tick off a box for that item so that the bill can be calculated. Then box up your drone and add it to a pallet going back to China. They then grab a new drone off the shelf and balance the in/out flow of units.

From a consumer standpoint this sucks because a slightly battered yet almost working drone may end up costing you a bundle as in the OP's case.

For DJI it's like running a casino, the odds are always in their favor, but I suspect someone can beat the house if they send in a drone with lots of mileage but in perfect physical condition except for a minor defect like a broken motor prop holding plate. In this scenario the system may work in your favor as they may just send you a brand new drone for $30 plus shipping. Any other kind of case and your SOL as they are going to check off as many damaged area boxes as they can."

Rob
2017-2-13
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DJI-Thor
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fans2b75c050 Posted at 2017-2-13 13:01
DJI does need some help on customer service and support. I completely got lied to by USA support repair. Said they were going to ship me the part that was broken on my new MAVIC. A small cover was cracked  common on the gimble. Found out today they are not , and want me to send it for repair or exchange. Not going to happen. Problem will get a refurbished one.

Can you tell us how and when you were promised that the part will be sent to you?  Like by phone, by email?  Please PM me your phone/email (depends on how you contacted them).  And I'll look into this and have a solution(other than a replacement) for you if I can confirm it.
2017-2-14
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Ttony1976
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Hi Just a question did you not take out the DJI Care, I only ask this because I bought my Mavic this week and purchased the dJI care straight away Would this be covered on the care package ?
2017-2-14
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DroneFlying
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Ttony1976 Posted at 2017-2-14 01:55
Hi Just a question did you not take out the DJI Care, I only ask this because I bought my Mavic this week and purchased the dJI care straight away Would this be covered on the care package ?

He apparently didn't have Care Refresh because yes, this would have been covered.
2017-2-14
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fans7edb1040
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Hey guys i just crashed my mavic last night hit a building in reverse at about 192 feet.   1 arm is hanging by the wire and the gimbal is completely detached.  It also looks like the main body needs to be replaced as the battery will not slide in.   Whats the best option for me?
16735306_10154402237856818_1731000000_o.jpg
2017-2-14
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thatsfishy87
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More pics below
2017-2-14
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FormatZ
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fans7edb1040 Posted at 2017-2-14 19:16
Hey guys i just crashed my mavic last night hit a building in reverse at about 192 feet.   1 arm is hanging by the wire and the gimbal is completely detached.  It also looks like the main body needs to be replaced as the battery will not slide in.   Whats the best option for me?

Nearly the same condition as you....Have you find the bese option?
2017-2-15
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Daley
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Here's my repair bill.  I hit a tree head on at 22mph and about 30 ft up.  I thought I was going to need a new camera and gimbal but this was the quote.  My camera was still attached but the lens was scratched and the motors weren't working to stabilize it at all.

Total time was about 3 weeks from when I sent it out to when I will receive it back.  There are other options out there for repair facilities.  Some are DJI authorized while others aren't but if you want to do repairs yourself you may be able to purchase the parts you need from one of those 3rd party repair centers.

I DID NOT have DJI Care... I'm really surprised at the cost to repair mine.  Best of luck with yours.
080501prh16xu1ix63i5r5.jpg
2017-2-15
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thatsfishy87
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FormatZ Posted at 2017-2-15 02:52
Nearly the same condition as you....Have you find the bese option?

No I have not i was hoping someone would tell me.
2017-2-15
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thatsfishy87
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Daley Posted at 2017-2-15 04:14
Here's my repair bill.  I hit a tree head on at 22mph and about 30 ft up.  I thought I was going to need a new camera and gimbal but this was the quote.  My camera was still attached but the lens was scratched and the motors weren't working to stabilize it at all.

Total time was about 3 weeks from when I sent it out to when I will receive it back.  There are other options out there for repair facilities.  Some are DJI authorized while others aren't but if you want to do repairs yourself you may be able to purchase the parts you need from one of those 3rd party repair centers.

Is your serial number the same?
2017-2-15
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DJI-Thor
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fans7edb1040 Posted at 2017-2-14 19:16
Hey guys i just crashed my mavic last night hit a building in reverse at about 192 feet.   1 arm is hanging by the wire and the gimbal is completely detached.  It also looks like the main body needs to be replaced as the battery will not slide in.   Whats the best option for me?

It looks like a murder scene.


If you didn't buy DJI Care refresh, the drone is probably not worth repairing by the look of it-- It will cost more to repair than to buy a new one. Sorry to hear the incident.
2017-2-15
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bochen7
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Wow bad crash. Never be reverse so low at night with a building around. This was totally avoidable dude.

If this fell on someone, or their kid, and permanently scarred them for life, you'd be looking at a lawsuit.

Lucky Mavic is the only thing totaled in this case. How did the battery get dislodged on impact at that angle? At least it wasn't Samsung it would have exploded and caught on fire.

2017-2-15
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GregM
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Canada
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thatsfishy87 Posted at 2017-2-15 17:29
Is your serial number the same?

I didn't receive drone yet but they send me serials back
Looks like I'm getting my remote back good i haven't taken the plastic off it. But drone serial is different don't know how they go but mine was 8QDD and this one 8QDE and dose not have R at the end so not refurbished hoping it's new.
2017-2-16
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Daley
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thatsfishy87 Posted at 2017-2-15 17:29
Is your serial number the same?

No my serial is not the same.  The tracking online had me mislead since it was tracking to the old serial number.  The controller is the same but the aircraft is not.
Also when I received it the controller and the remote weren't paired! How did they perform a correct flight test if they weren't using my remote?
2017-2-16
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thatsfishy87
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DJI-Thor Posted at 2017-2-15 20:23
It looks like a murder scene.

I got the pHoto though .

DJI_0004 2.jpg
2017-2-24
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tricky2
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How do you guys get someone on the phone at DJI??
2017-4-7
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Mcflying
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tricky2 Posted at 2017-4-7 06:12
How do you guys get someone on the phone at DJI??

Euh,....like calling them?

CHINA
+86 4007000303
Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)

Hong Kong China
+852 3060 6038
Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)

Macau China
+853 6262 1485
Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)

Taiwan
+886 2 8723 0819
Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)

UNITED STATES & CANADA
+1 (818) 235 0789
Mon-Fri 9:00AM - 5:00PM (PST)

GERMANY
+49 (0) 9771-177 3000
Mon-Fri 9:00AM - 3:00PM (GMT+1)

Netherlands
+31 20 654 5202
Mon-Fri 10:00AM - 7:00PM (GMT+1)

United Kingdom
+44 2076603037
Mon-Fri 9:00AM - 6:00PM (GMT+0)
2017-4-7
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tricky2
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Thx McF, I actually picked up the phone, and got a real human bean within 7 minutes, amazing.  Filed a dispute on my repair quote, in as nice and polite a manner as possible...so, I hope to get a slightly less expensive quote in the coming business days, then pay it, and pray it arrives back to me before the end of the month.  thx for your help sir!
2017-4-7
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DJI-Ken
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tricky2 Posted at 2017-4-7 07:23
Thx McF, I actually picked up the phone, and got a real human bean within 7 minutes, amazing.  Filed a dispute on my repair quote, in as nice and polite a manner as possible...so, I hope to get a slightly less expensive quote in the coming business days, then pay it, and pray it arrives back to me before the end of the month.  thx for your help sir!

What was the reason for disputing the invoice?
2017-4-7
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tricky2
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DJI-Ken Posted at 2017-4-7 07:54
What was the reason for disputing the invoice?

Because they quote a replacement for a part that I question damage to.  The craft was not involved in a crash, the pitch motor had stopped responding accurately.  So then I get a $300+ quote for repair, when in the quote the pitch motor is $8, and they are also replacing the remote control cover, top and bottom, again, not what I sent in for repair.

So, with all due respect, I question why they are replacing items (some expensive!) without explanation, and seemingly, items that weren't broken to begin with....I disputed this bc one doesnt have to read very far in the forums to see multiple occasions of folks disputing expensive repair quotes, and receiving lower quotes thereafter...I'd like to experience same.

FYI - if you want to have a look for yourself:  CAS-534660-W7Z6D6


thanks!
2017-4-7
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LostMyMavic
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Daley Posted at 2017-2-15 04:14
Here's my repair bill.  I hit a tree head on at 22mph and about 30 ft up.  I thought I was going to need a new camera and gimbal but this was the quote.  My camera was still attached but the lens was scratched and the motors weren't working to stabilize it at all.

Total time was about 3 weeks from when I sent it out to when I will receive it back.  There are other options out there for repair facilities.  Some are DJI authorized while others aren't but if you want to do repairs yourself you may be able to purchase the parts you need from one of those 3rd party repair centers.

where in the US do you live ? im sending mine in for repair and am trying to get an average turnaround time since i have a trip to indo planned in less then 4 weeks. sent the drone in today 4/7/2017
2017-4-7
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PartsGuy
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Just curious but I wonder if you take your car to a garage and tell them what's wrong and if it doesn't fix it you expect them to re-repair it for the same money? Or do you expect DJI to continue to repair it based on your knowledge rather than theirs?
2017-4-7
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DJI-Thor
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LostMyMavic Posted at 2017-4-7 13:30
where in the US do you live ? im sending mine in for repair and am trying to get an average turnaround time since i have a trip to indo planned in less then 4 weeks. sent the drone in today 4/7/2017

Turnaround time now is about two to three weeks. So I'm confident you can make it.
2017-4-7
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tricky2
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PartsGuy Posted at 2017-4-7 14:34
Just curious but I wonder if you take your car to a garage and tell them what's wrong and if it doesn't fix it you expect them to re-repair it for the same money? Or do you expect DJI to continue to repair it based on your knowledge rather than theirs?

well...if I bring my car in, because the sunroof won't open...and they quote replacing the brakes...I'd question it.  thanks
2017-4-10
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tricky2
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I still don't understand why i have not received a new invoice after I disputed the original - what is taking so long?  CAS-534660-W7Z6D6
2017-4-11
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thehippoz
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tricky2 Posted at 2017-4-7 08:21
Because they quote a replacement for a part that I question damage to.  The craft was not involved in a crash, the pitch motor had stopped responding accurately.  So then I get a $300+ quote for repair, when in the quote the pitch motor is $8, and they are also replacing the remote control cover, top and bottom, again, not what I sent in for repair.

So, with all due respect, I question why they are replacing items (some expensive!) without explanation, and seemingly, items that weren't broken to begin with....I disputed this bc one doesnt have to read very far in the forums to see multiple occasions of folks disputing expensive repair quotes, and receiving lower quotes thereafter...I'd like to experience same.

Think that would be covered warranty. It just stopped working?
2017-4-11
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