vincentmd
![](https://forum44.djicdn.com/data/attachment/common/65/common_11_usergroup_icon.png) lvl.2
Flight distance : 1174111 ft
France
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One more negative update (or maybe should be considered as a joke). DJI support answered my email and basically they don't give a **** to the fact that they never solved my RC connection problem which put me in difficult situation at the time of the crash. And they are not offering solution regarding the DJI Care Refresh.
So basically DJI has been holding my drone for 3 weeks and they are ok requesting money for a Drone that is i) damaged because they never solved my initial probel and ii) that is covered under DJI Care Refresh. Again it was never advertised nor mentionned in the DJI Care Refresh that it will not work outside the US.
Last but not least, no moderator of this forum pays attention to this thread and the moderator I have been contacting by PM never responded.
Drone bought in March and already 2 months without the Drone or without the Drone working properly. Not to mention that I bought an Osmo mobile in April and DJI was supposed to offer a spring gift pack. The gift pack never arrived. I emailed support nicely but they never responded. Not a big deal for me but just aligned with how they threat customers (raise expectations and give wrong information, then either not respond or don't meet expectations)
What could you do worst DJI? And what am I left with - just waiting and paying for a useless DJI Care Refresh + paying repairs ? It's definitely not going to happen.
I am wondering what the best solution is now, just polute this forum with bold titles so that DJI minds caring or should I go to their office in the Netherlands?
Getting really annoyed by how they threat customers and try to fatigue them until they give up.
Support Agent (DJI
Dear Vincent , Thank you for contacting DJI. Upon reviewing an checking the case notes on case: CAS-677263-Y7G6G7. My honest and logical suggestion is having your unit to be repaired. It really upsetting that the DJI Care Refresh that was purchase in San Francisco was not been of a help in replacing your unit. But it would be much costly if you send your unit to San Francisco to have a replacement using the DJI Care Refresh. If you have any questions, please feel free to contact DJI Europe Support, Mon-Fri 8:30AM - 5:00PM (UTC+1) via the following three channels:
Tel Support: +31 20 654 5202
Email: support.eu@dji.com
Online Support: http://www.dji.com/support#after
Best Regards,
DJI Support
Vincent
Hi,
I am reaching out regarding case CAS-677263-Y7G6G7. I would really appreciate if you could help. So far my experience with DJI support has not been great. To summarize, I have 2 issues.
The first issue was the RC micro USB cable that was faulty leading to sporadic connection between the RC and the phone (CAS-622358-R0H8W2). I had to constantly connect and disconnect the phone and the remote which is a terrible experience during flight. It took a month to DJI to send me a replacement part after I sent then 10s of emails. Unfortunately I crashed the Mavic because of this issue. I crashed the Mavic when the connexion issue happened as this situation led me to do a wrong action. Given the case CAS-622358-R0H8W2 was not handled properly, I think DJI should take responsibility for CAS-677263-Y7G6G7
The second issue is my DJI CARE REFRESH. On the quotation of the repair, the agent mentioned my DJI CARE REFRESH does not work in EU because it was bought outside of EU. Of course! I was living in San Francisco when I bought the Mavic together with the DJI CARE REFRESH on your website and now I live in Amsterdam in Europe. It was never stated anywhere on your online store and on the emails I received following the purchase. Even the Service Agreement which is basically a contract between DJI and me does not mention any area / regional limitation.
The "Coverage" and "Exclusions" parts do not mention this as well. So basically today I understand that I paid a useless DJI CARE REFRESH. I feel it’s a real trap for any people who relocate to another country and for travelers. In a nutshell, if Support had solved CAS-622358-R0H8W2 in time I would not have crashed. And if DJI had mentioned that DJI CARE REFRESH does not work internationally I would not have bought it. These 2 issues could have been avoided by reacting in time and giving proper information.
I am looking for an honest solution but there is no way I will pay 160EUR for the repair + wasted 99USD on DJI CARE REFRESH that will not work in Europe. I am not trying to be difficult but I think you can appreciate the situation is not acceptable from a customer standpoint. I am willing to find a good way out of it. Looking forward to your help. Thanks a lot,
Vincent
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