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Repair/return request with no progress for more than a week
615 21 2017-4-10
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koliaest.mavic
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Hello!

A week ago I created a repair request (request number 487088) on which I didn't manage to get any feedback - via phone, chat - everytime I heard "wait 1-2 days). Then I tried to create one more request and even got a case number (CAS-556931-K6D5M8) with promising words that I'll receive a shipping label soon. So now I'm waiting for another couple of days but still don't have the shipping label.

How soon should I receive it? I'm becoming desperate to get my brand new Mavic fixed
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2017-4-10
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taus
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Denmark
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I'm also waiting... and wondering if/why they send a label in the paper-post.  Why not just send it by email and then we could print it out. It would save a few days for everyone?
2017-4-10
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DJI-Ken
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We were already assisting you today on other social media, your case has been forwarded to the NL repair center and someone will be contacting you.
2017-4-10
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koliaest.mavic
lvl.2
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DJI-Ken Posted at 2017-4-10 08:11
We were already assisting you today on other social media, your case has been forwarded to the NL repair center and someone will be contacting you.

Yes, Thanks for assistance! Finally, after 10 days of waiting I'm able to send my drone to the Service-center
Hopefully, repair/replacement won't take long...
2017-4-13
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koliaest.mavic
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taus Posted at 2017-4-10 08:03
I'm also waiting... and wondering if/why they send a label in the paper-post.  Why not just send it by email and then we could print it out. It would save a few days for everyone?

mine came via email...but it took over 48 hrs...
2017-4-13
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taus
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DJI-Ken Posted at 2017-4-10 08:11
We were already assisting you today on other social media, your case has been forwarded to the NL repair center and someone will be contacting you.

Yes, I ended up chatting with them and they sent an email with a label within 48 hours. The drone just arrived at the service center today.
2017-4-13
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koliaest.mavic
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taus Posted at 2017-4-13 04:39
Yes, I ended up chatting with them and they sent an email with a label within 48 hours. The drone just arrived at the service center today.

Mine arrived at the service centre this morning as well...now I'm praying to get it back before April 29th - the date when I start the trip I bought the drone for
2017-4-13
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The Rev
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koliaest.mavic Posted at 2017-4-13 04:57
Mine arrived at the service centre this morning as well...now I'm praying to get it back before April 29th - the date when I start the trip I bought the drone for

I sent mine in and from the day it was posted to when it was returned was 22 days.
2017-4-13
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koliaest.mavic
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The Rev Posted at 2017-4-13 05:13
I sent mine in and from the day it was posted to when it was returned was 22 days.

That's my biggest fear cause I bought Mavic specially for a trip and wasn't even able to fly for at least 1 minute....and the trip is coming soon)
2017-4-13
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DJI-Ken
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taus Posted at 2017-4-13 04:39
Yes, I ended up chatting with them and they sent an email with a label within 48 hours. The drone just arrived at the service center today.

OK, sounds good.
2017-4-13
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DJI-Ken
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koliaest.mavic Posted at 2017-4-13 04:19
Yes, Thanks for assistance! Finally, after 10 days of waiting I'm able to send my drone to the Service-center
Hopefully, repair/replacement won't take long...

OK, what is the case# and I will add a note.
2017-4-13
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The Rev
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koliaest.mavic Posted at 2017-4-13 05:26
That's my biggest fear cause I bought Mavic specially for a trip and wasn't even able to fly for at least 1 minute....and the trip is coming soon)

When you send it in you will get notified by UPS that it has been delivered but it takes about 7 days for the support site to show it has been received so don't be concerned and then things happen quite quick after that.
2017-4-13
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koliaest.mavic
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DJI-Ken Posted at 2017-4-13 07:05
OK, what is the case# and I will add a note.

The case# is CAS-556931-K6D5M8
2017-4-13
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koliaest.mavic
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The Rev Posted at 2017-4-13 07:33
When you send it in you will get notified by UPS that it has been delivered but it takes about 7 days for the support site to show it has been received so don't be concerned and then things happen quite quick after that.

Cool) well, anyway I'm ready for the worst, so probably will have to plan a one more trip to the same destination...with a Mavic
2017-4-13
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DJI-Ken
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koliaest.mavic Posted at 2017-4-13 07:47
The case# is CAS-556931-K6D5M8

OK, it's only just been delivered. It will take at least a few days until it's received into  logistics and moved to the correct department.
2017-4-13
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koliaest.mavic
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DJI-Ken Posted at 2017-4-13 08:12
OK, it's only just been delivered. It will take at least a few days until it's received into  logistics and moved to the correct department.

yep, I understand) so will keep my fingers crossed
That's the first time ever when I'm not happy that the Bank Holidays are coming
2017-4-13
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DJI-Ken
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koliaest.mavic Posted at 2017-4-13 08:19
yep, I understand) so will keep my fingers crossed
That's the first time ever when I'm not happy that the Bank Holidays are coming

Sounds good.
2017-4-13
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koliaest.mavic
lvl.2
Flight distance : 294180 ft
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Update:
Today I received an email stating that my repaired Mavic was posted to me via UPS.
My case changed status to "Product delivered" but when I'm trying to track the postage via the tracking number given, UPS says "UPS could not locate the shipment details for your request. Please verify your information and try again later."

So what am I doing wrong and why does the system say that it's delivered?
2017-4-25
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MMARKOE
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DJI-Ken Posted at 2017-4-10 08:11
We were already assisting you today on other social media, your case has been forwarded to the NL repair center and someone will be contacting you.

DJI-Ken,
Wanted to send a PM to you but tried to add as friend and got no response. The issue:
Followed all directions for sending in Mavic Pro for Care Refresh repair including writing on package DJI CARE and uploading flight record. The item was received at DJI last Friday, see below my name, but Repair Progress does not show received. The case #is: CAS-580916-H3V6G8
I am leaving on a trip to Colorado 5/8 and was hoping to have a repair or replacement before that time. Appreciate it if you can see where this is and if there is a chance this will be sent out this week?
Sincerely,
Marty Markoe
UPS Tracking #  1ZE80E409099102227 shows:
Delivered On:
Friday,  04/21/2017 at 10:03 A.M.
2017-4-25
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DJI-Ken
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MMARKOE Posted at 2017-4-25 03:53
DJI-Ken,
Wanted to send a PM to you but tried to add as friend and got no response. The issue:
Followed all directions for sending in Mavic Pro for Care Refresh repair including writing on package DJI CARE and uploading flight record. The item was received at DJI last Friday, see below my name, but Repair Progress does not show received. The case #is: CAS-580916-H3V6G8

It can take a several days for packages to be sorted when UPS drops them off and received in. Repair/replacement usually takes 1-2 weeks then sent back to you.
Honestly, I don't know if you would receive it back by the time you leave.
Shipping back to East coast is almost a week.
2017-4-25
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MMARKOE
lvl.3
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DJI-Ken Posted at 2017-4-25 05:54
It can take a several days for packages to be sorted when UPS drops them off and received in. Repair/replacement usually takes 1-2 weeks then sent back to you.
Honestly, I don't know if you would receive it back by the time you leave.
Shipping back to East coast is almost a week.

Thanks for reply. I expected the process to move quickly because the contract says,"After you purchase DJI Care Refresh, you will receive prioritized service."

Next problem is DJI always sends Signature Required. If I'm away how can DJI be notified to redirect to a neighbor or not ship until a date I'll be home?

Marty Markoe
2017-4-25
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DJI-Ken
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MMARKOE Posted at 2017-4-25 13:04
Thanks for reply. I expected the process to move quickly because the contract says,"After you purchase DJI Care Refresh, you will receive prioritized service."

Next problem is DJI always sends Signature Required. If I'm away how can DJI be notified to redirect to a neighbor or not ship until a date I'll be home?

If you are at work all day you can leave a note for the driver to deliver next door and that neighbor can sign. That's what I do.
Or contact support and have it delivered to your work.
2017-4-25
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