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DonBishop
lvl.2
United States
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Apparently, if you buy a DJI item through eBay, the warranty is void.  Even if the vendor has DJI Authorized Dealer plastered all over the place.  I had a z-Axis come to me with damage.  Here is the response from DJI:


Florenz (DJI)

May 18, 15:59 CST

Hi Donald,

We already did our best to dispute the invoice that you received unfortunately we received an update that they cannot change the invoice because your Proof of Purchase is from eBay. Since you purchased your unit in eBay we cannot guarantee your warranty because it is an online seller and you might deal with another person, you should ask for the original proof of purchase for you to use the warranty of your unit.

Please pay the invoice so that the repair technicians will start the actual repair for your Osmo. We appreciate your understanding in this matter.

Thank you.

Best Regards,
Florence

DJI SUPPORT

Tel Support: +1(818)235 0789 / Mon-Fri 7:00AM-5:00PM(PST)

Online Support: http://www.dji.com/support#after


2017-5-19
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Bent Kangaroo
Second Officer
Flight distance : 362510 ft
Australia
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Big deal.
Similar response given about my ebay sourced battery for my ebay sourced Mavic when i inquired about warranty for said battery.
I had to deal with the seller, not DJI.
All is good and no problems existed between seller or me.
Make sure you buy from ebay dealer with integrity.
2017-5-19
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DonBishop
lvl.2
United States
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Looks like a troll.  Sounds like a troll.  Smells like a troll.

Nobody likes terrible customer service.  Except you?  The vendor didn't warrant the product.  DJI did.  The vendor won't be making the repair.  DJI will.
2017-5-20
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FlyingSmasher
lvl.3
United Kingdom
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Good to know . Thank you.
2017-5-20
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thehippoz
Captain
Flight distance : 23 ft
United States
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Smells like a troll?
2017-5-20
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PM160Mavic
lvl.3
Flight distance : 303219 ft
United States
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This would make sense.  A lot of businesses policies have been this way when purchasing off any site like Ebay.  You need the "original receipt" not an Ebay one.
2017-5-20
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laceyboy
lvl.4
Flight distance : 159820 ft
United States
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Most high reputation eBay sellers have their own receipts/packing slips. You can try to ask them to give you one.
PayPal payment receipt won't work in this case.
2017-5-20
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Bent Kangaroo
Second Officer
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Australia
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DonBishop Posted at 2017-5-20 14:12
Looks like a troll.  Sounds like a troll.  Smells like a troll.

Nobody likes terrible customer service.  Except you?  The vendor didn't warrant the product.  DJI did.  The vendor won't be making the repair.  DJI will.

lol out comes the troll card

Didnt like the answer? now you attack the messenger?
It is not bad customer service to reject dodgey ebay receipts.
Your warranty is not invalidated by buying from ebay.
You should have got in writing about warranty coverage which should be handled by the seller to DJI.
If you bought from a shonky ebayer or an overseas ebayer to save 3 dollars, well now you have to deal with them not DJI.
I dont actually think im a troll for explaining this, but meh what ever, enjoy your conundrum
2017-5-20
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laceyboy
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Bent Kangaroo Posted at 2017-5-20 17:34
lol out comes the troll card

Didnt like the answer? now you attack the messenger?

How's about a stolen item sold on eBay?
2017-5-20
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DJI Natalia
Super Moderator
Flight distance : 318 ft

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Thank for sharing your experience here, proof of purchase is very important when claiming warranty, if you did not purchased the drone from an authorized dealer, it will be not covered by our product warranty, in that case, please contact the seller where you purchased it to help you handle it.
2017-5-21
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DonBishop
lvl.2
United States
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I did contact the vendor.  And, I sent both the original proof of purchase AND the vendor's DJI Authorized Dealer certificates in.  But, your customer service still refused to honor the warranty.
DJI.jpg
iNVOICE1.png
2017-5-22
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DJI-Ken
DJI team
Flight distance : 1515312 ft
  • >>>
United States
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DonBishop Posted at 2017-5-22 12:59
I did contact the vendor.  And, I sent both the original proof of purchase AND the vendor's DJI Authorized Dealer certificates in.  But, your customer service still refused to honor the warranty.

Don, what is your case# and I will talk to the California service center.
2017-5-22
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thehippoz
Captain
Flight distance : 23 ft
United States
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I've had pretty good luck on ebay, Amazon where all scammers have moved. But that qcode links to a technical sheet for WOOKONG-M. Dji probably knows their distributors, and you got scam.
2017-5-22
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DonBishop
lvl.2
United States
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CAS-619565-D0D7M8
2017-5-22
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Bent Kangaroo
Second Officer
Flight distance : 362510 ft
Australia
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Troll here again!
Just looking at your dodgey ebay receipt.
A $99 Ozmo proves my point about DJI not wanting to look after the fakers at the expense of everyone else.

What part of "deal with the seller" dont you understand?
2017-5-22
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DonBishop
lvl.2
United States
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Who will repair the unit?  DJI, or the vendor?  Who issues the warranty?  DJI or the vendor?

The vendor isn't "dodgy." They have been in constant contact with me and DJI.  They have also expressed the opinion that DJI's customer service is irrational.  The DJI email basically says you have to deal with DJI directly if you want the warranty to be honored.  No online resellers.  Not eBay.  Not Amazon.  Just DJI.  And, It wasn't a $99 Osmo.  It was a $99 z-axis for the Osmo.  Even DJI's repair invoice that I refuse to pay for a warranty repair calls the z-axis an Osmo, so I can see where that would be confusing, but the rest?  Your opinions have not changed my experience.  DJI customer service has been less than satisfactory.  They asked for the original proof of purchase and the DJI certificate.  I gave them what they asked for and still got stiff armed.
2017-5-22
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thehippoz
Captain
Flight distance : 23 ft
United States
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If ebay you went through paypal. Just file a complaint with them and get your money back.
2017-5-22
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Bent Kangaroo
Second Officer
Flight distance : 362510 ft
Australia
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DonBishop Posted at 2017-5-22 20:53
Who will repair the unit?  DJI, or the vendor?  Who issues the warranty?  DJI or the vendor?

The vendor isn't "dodgy." They have been in constant contact with me and DJI.  They have also expressed the opinion that DJI's customer service is irrational.  The DJI email basically says you have to deal with DJI directly if you want the warranty to be honored.  No online resellers.  Not eBay.  Not Amazon.  Just DJI.  And, It wasn't a $99 Osmo.  It was a $99 z-axis for the Osmo.  Even DJI's repair invoice that I refuse to pay for a warranty repair calls the z-axis an Osmo, so I can see where that would be confusing, but the rest?  Your opinions have not changed my experience.  DJI customer service has been less than satisfactory.  They asked for the original proof of purchase and the DJI certificate.  I gave them what they asked for and still got stiff armed.

DJI repair the unit providing you satisfy their demands for proof of ownership etc.
The warranty is instigated by the people you bought it from. Depending on their standing with DJI, results will vary.
Them being in "constant contact" with you does not automatically constitute taking ownership of the situation by them.
It appears DJI will play hardball with this as it is their policy, hence the need to deal with the seller. Being a "discount" seller as digitstores seem to be, you may need to pay for shipping to their nominated repairer/DJI agent, who will then post it onto a DJI facility directly for inspection.

2017-5-22
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DonBishop
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United States
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It is clear that you want to be right in your defense of DJI's poor customer service.  But, you are not.  The vendor was not a "discount" vendor.  I paid full freight for the z-axis.  I purchased through them because it was linked to my PayPal account and more convenient.  The constant contact was presented to you to let you know that the dodgy vendor as you called them is anything but.  The warranty is NOT instigated by the people I bought it from.  It is clearly printed on the packaging from DJI, not the vendor.  
2017-5-23
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Bent Kangaroo
Second Officer
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Australia
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I am not defending DJI customer service. These forums are full of examples of just that. Claiming that i am helping DJI will do you no favors and does not promote your argument.
I am trying to allow your brain to acknowledge that DJI dont handle warranty for items bought from ebay sellers, the seller instigates the warranty procedure. Even DJI state this and you some reason are still in disbelief. Like a stunned mullet or a dear in the headlights lol
This is the process which i followed to have warranty replacement for Mavic parts. I guess thats a lie too?

2017-5-23
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DonBishop
lvl.2
United States
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I sent DJI a defective product and they say they will fix it under warranty if I provide them the Proof of Purchase.  Later, they asked for the DJI Certificate from the vendor, which I also send them.  They then say that because I purchased online from eBay, they can not honor the warranty.  Now, I sent them the eBay proof of purchase when I sent in my part then again when they requested it.  I also made it clear that I had purchased it from eBay when I initiated the warranty claim.  DJI did not say the VENDOR was responsible for the warranty and initially accepted the part for service.  I don't give two shakes what you did.  My point that DJI customer support is something that sticks to your shoe is valid.  You had a different experience?  Good for you.  Now, unless YOU are going to fix my issue, bugger off.
2017-5-23
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Dean - Bekaru T
Captain
Flight distance : 15513100 ft
South Africa
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hey Don, i also had an issue with my mavic out the box but as a newbie thought perhpas it was my ignornace at first. My dad said that i should query the warrentee as he also felt it was a drone fault related - he is retired now but was a life long specialised electronics person who has time, inteligence and patience to deal with and follow up on warrentees.
Fortunately i was able to afford to buy my way out of the problem - a few months later i still feel a bit cheated that my drone ultimately cost more than it should  (because when i got it back from repairs it no longer had the original out of the box problem and therefore still feel that it should not have come with the problem in the first place)
I remain convinced that my first crash, which caused a gimbal overload notice and required me to send my drone back to china at costs to me - was not entirely my fault.
I crashed my drone on purpose - that part was my fault - the issue that caused me to make to drastic decision and step to crash my drone (to avoid losing it in the sea or where ever it was going without my control, was not my fault)
I have since seen a few you tube videos of other people who complain about a similar out of the box issue and people who have complained about monday drones.

i think that for many mavic owners the amount we paid is quite a lot of money,  for me it was a hell of a lot of money  - i hope you get your problem resolved and get back in the air asap. - i feel for you.

nice of dji stan to approach you - i hope he can help
2017-6-16
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Dean - Bekaru T
Captain
Flight distance : 15513100 ft
South Africa
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Hey Bent Kangaroo,

if you were the guy with the problem of this thread and someone with your attitude and insensitivity commented to you the way you have done - what word would you think of to describe them.
Troll may not be entirely accurate but it is a polite alternative.
Try to be nice and we will appreciate and maybe even value your comment.
2017-6-16
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S. P. Roth
Second Officer
Flight distance : 2405174 ft
Switzerland
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Thank you for this information. Amazon?
2017-6-17
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CharlieFliesDro
lvl.3
Flight distance : 36148 ft
United States
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Here comes my Negative Feedback.!

I have a bad track record with Feebay Sellers lately everything I bought was broken.
As a seller you should know not to use just bubble rap only or box only

Feebay Now just deletes your negative feeback  if you don't use there resolution center first.......

EBAY SUCK'S.!
buy at your own risk.! You've  been warned
.
2017-6-17
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Sprtbkrydr
Second Officer
Flight distance : 3777011 ft
United States
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If you buy on Ebay buy from Drone Nerds and you wont have any warranty issues.
2017-6-17
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