A few weeks ago I crashed my Mavic and it came into contact with Salt water. I was bummed, but was glad I had bought the DJI Care Refresh. Sent the drone back for service, and got an email stating that I'd have to pay $798 to get it repaired!

How come I can't use me DJI Care instanfe? According to the website water damage is covered!

My case number is: CAS-666389-D4L3W4

Here is what the website states:

10、My aircraft crashed into water. Will replacement be covered under DJI Care Refresh?
Damage occurring after the product has come into contact with water is covered by the DJI Care Refresh. Product that suffers water damage can be replaced under DJI Care Refresh.

Where does it say "except salt water"? Come on DJI, do the right thing... it's not hard to treat your customers the way you'd like to be treated yourself. I asked this question when the care refresh service was released. I was very specific and asked about salt water. I was told yes, any type of liquid was covered as long as I was able to return the bird.

Yes, water damage is covered by Care Refresh; it wasn't originally, but has been for the past six months or so. This appears to just be a misunderstanding, and either they don't realize you have Care Refresh or they're giving you the amount it would cost to repair if you don't choose to get one of the Care Refresh replacements you're entitled to.

Either contact their support and work this out or you can wait for one of the DJI employees who participates on this forum to look into it for you and get this cleared up, but one way or the other I'm sure it'll be taken care of before long.

So the repair would cost more than a replacement aircraft?

Panaceabeachbum Posted at 2017-6-2 16:03
So the repair would cost more than a replacement aircraft?

Yes, I've seen an estimate like that before from someone else who also had water damage and no, it doesn't make much sense to offer a repair bill that's higher than the cost of a brand new Mavic. But DJI considers a water damaged aircraft to essentially be a complete loss, and I suppose there is a certain logic to the idea that repairing an existing Mavic would be more expensive than building a new one. It's not unlike when a car gets totaled in a wreck: sometimes it's cheaper just to buy a new one.

PM one of the Admin and they will clear it up with their service department.

Hi Boyer, product that suffers water damage can be replaced under DJI Care Refresh. I've informed the appropriate team to look into this case , hope we can get it sorted out shortly. Appreciate your patience.

DJI-Thor Posted at 2017-6-2 20:11
Hi Boyer, product that suffers water damage can be replaced under DJI Care Refresh. I've informed the appropriate team to look into this case , hope we can get it sorted out shortly. Appreciate your patience.

Thanks for your help Thor. I received a voicemail saying that they would send me an email with an invoice adjusted for use of my second refresh incidence.

Why was this not offered initially? One would think that if someone has DJI Care that they would want to use an incident rather than pay for almost the full cost of the Mavic Pro.

glad to hear they got you figured out....even if it took some intervention.

Jboyer75 Posted at 2017-6-5 16:00
Thanks for your help Thor. I received a voicemail saying that they would send me an email with an invoice adjusted for use of my second refresh incidence.

Why was this not offered initially? One would think that if someone has DJI Care that they would want to use an incident rather than pay for almost the full cost of the Mavic Pro.

So glad to hear that, hope you can get a drone back to fly soon.  Normally, we send a repair quotation first, if the customer decided to use the DJI care refresh, then we will send a new quotation.

I feel like I hear more bad things than good about DJI care, but did you get it worked out? In the future if I do happen to get water damage I would like to know if they abide by their own policies

Heavysledz Posted at 2017-6-5 19:50
glad to hear they got you figured out....even if it took some intervention.

I'm still waiting for the email with the quote for the DJI care refresh option, instead of paying almost the price of a new drone for the repair!

Clare_G101 Posted at 2017-6-6 05:10
I feel like I hear more bad things than good about DJI care, but did you get it worked out? In the future if I do happen to get water damage I would like to know if they abide by their own policies

I've had to ship my Mavic Pro back a number of times (twice for accidental damage, one for a defect), and in my experience the reps here on the forum, and online are very helpful. However what needs to be better are two major things.

1) The time it takes to get service. It takes a very long time to get the drone back from repair, the first time over a month. It takes at least a couple days before they acknowledge that you've sent the drone in, a few days more to evaluate and send you a repair quote, a few days more until they send you an invoice, and finally a few days until they get around to fix the drone, and ship it back.

2) The policy to get you to pay full price for repair, rather than offer you the price to use your DJI care refresh. The first time I damaged my drone, they automatically offered me the lower price to get it fixed ($79), the second time I sent it in, they initially wanted to charge me $698!. It was not until after I inquired that the damage fell under the terms for the DJI care, did they offer me the DJI care price ($129). You would think that any sane person would rather pay the lower price! There was no option in the email to choose.

Hope this gives you insight when you need to send your Drone in for repair. (Notice I said when, not if =)

Jboyer75

I'm curious why this is the OP's second Refresh.  

AG0N-Gary Posted at 2017-6-6 10:05
I'm curious why this is the OP's second Refresh.

Because I used my first refresh when I crashed my Mavic into a tree, and broke the gimbal.

The first refresh is $79. If you damage the drone again, the second is $129. After that, you have to buy a new drone.

crashed my spark into water yesterday and its totally damaged :/
I never bought DJI CARE REFRESH, is anything i can do now or just total loss of the drone?

fans44e3c4a2 Posted at 2018-8-12 06:48
crashed my spark into water yesterday and its totally damaged :/
I never bought DJI CARE REFRESH, is anything i can do now or just total loss of the drone?

Hi, sorry on what happened on your aircraft. I would suggest contacting our team for further help, you can sync your flight records using the DJI GO 4 app so that our team can be figured out what happens to the drone why it ended up experiencing a water damage, however, if the issue will be a pilot user, I'm afraid that fixing the drone will be expensive as the internal components experienced a water damage. Please see the details below.

support@dji.com

DJI Tony Posted at 2018-8-12 11:33
Hi, sorry on what happened on your aircraft. I would suggest contacting our team for further help, you can sync your flight records using the DJI GO 4 app so that our team can be figured out what happens to the drone why it ended up experiencing a water damage, however, if the issue will be a pilot user, I'm afraid that fixing the drone will be expensive as the internal components experienced a water damage. Please see the details below.

Tony, is water damage due to pilot error covered under Refresh??  It looks like you typed that it wouldn't be!  Thx  Bolton

Jboyer75 Posted at 2017-6-6 10:02
I've had to ship my Mavic Pro back a number of times (twice for accidental damage, one for a defect), and in my experience the reps here on the forum, and online are very helpful. However what needs to be better are two major things.

1) The time it takes to get service. It takes a very long time to get the drone back from repair, the first time over a month. It takes at least a couple days before they acknowledge that you've sent the drone in, a few days more to evaluate and send you a repair quote, a few days more until they send you an invoice, and finally a few days until they get around to fix the drone, and ship it back.

I sent in a Phantom 4 Pro + that had camera problems. The day it arrived it was diagnosed and I got statement that it was to be repaired under warranty. 2 days later it was on its way back to me. Total time it was gone was 13 days including shipping from NC to CA and back. Overall, I was very happy with the repair and the time frame.

Heavysledz Posted at 2017-6-5 19:50
glad to hear they got you figured out....even if it took some intervention.

this is off the subject however I just had to compliment you on your avatar.

Jboyer75 Posted at 2017-6-6 09:54
I'm still waiting for the email with the quote for the DJI care refresh option, instead of paying almost the price of a new drone for the repair!

my guess is 167.00  let us know when you get their quote.

Jboyer75 Posted at 2017-6-6 11:51
Because I used my first refresh when I crashed my Mavic into a tree, and broke the gimbal.

The first refresh is $79. If you damage the drone again, the second is $129. After that, you have to buy a new drone.

my first crash cost me 212.00 cdn funds,  was 167.00 US funds, they just sent me a new one, yet the only thing that was damaged was the gimbal and one of the back support leg.  so I never heard about first crash cost or second crash cost.

Tridiver Posted at 2018-8-12 18:10
Tony, is water damage due to pilot error covered under Refresh??  It looks like you typed that it wouldn't be!  Thx  Bolton

Hi, thanks for the inquiry, if the aircraft experienced a water damage due to a normal use it will be covered by the DJI Care refresh. The replied that I provided is for the other customer who mentioned he was not able to purchase the DJI care refresh prior to the incident. Please keep us posted if you need our help.

AG0N-Gary Posted at 2017-6-6 10:05
I'm curious why this is the OP's second Refresh.

I was going to say, if this is the second crash - and last one DJI will cover, I think the OP has a very big decision to make.  It's clear that he's just not getting the part about pilot skills, and probably wasn't cutout to fly a drone.  It might be a good time to sell the drone, and just move on to another hobby before he destroys another.

DJI-Thor Posted at 2017-6-2 20:11
Hi Boyer, product that suffers water damage can be replaced under DJI Care Refresh. I've informed the appropriate team to look into this case , hope we can get it sorted out shortly. Appreciate your patience.

Can I get some assistance also? Drone dropped into a River a couple of weeks ago -- was told it was covered as I had DJI care refresh at the time (expired now) -- DJI Support said start a case as it would be covered and then sent me a pro-forma invoice for a over 1300 euros -- not what I was told.

Please help.

fans5f602ff8 Posted at 9-4 01:49
Can I get some assistance also? Drone dropped into a River a couple of weeks ago -- was told it was covered as I had DJI care refresh at the time (expired now) -- DJI Support said start a case as it would be covered and then sent me a pro-forma invoice for a over 1300 euros -- not what I was told.

Please help.

I am sorry for the late reply. Could you please provide your case number to me so I can check and help? Look forward to hearing back from you.

I purchased DJI Care refresh and it clearly said water damage is covered . I followed the online instructions and they sent me the mailing address . I shipped the drone and received a 266$ bill for repair saying it's water damaged.  Case number CAS-3994689-L3L2Y9
This is why I got DJI Care for the peace of mind . This is a total scam ...it's still saying on the DJI Care site that water damage is covered . I need this resolved please

djiuser_5yMm6CTAbv5N Posted at 3-20 16:00
I purchased DJI Care refresh and it clearly said water damage is covered . I followed the online instructions and they sent me the mailing address . I shipped the drone and received a 266$ bill for repair saying it's water damaged.  Case number CAS-3994689-L3L2Y9
This is why I got DJI Care for the peace of mind . This is a total scam ...it's still saying on the DJI Care site that water damage is covered . I need this resolved please

Hi there, sorry for the confusion, DJI Care Refresh definitely covers water-damaged situation, please double check your quotation email, we have also included the DJI Care Refresh in it, which is right under the repair cost, you could choose to pay for the repair or DJI Care Refresh.
Should you have any other concern, please feel free to keep us updated.

DJI Mindy Posted at 3-20 19:18
Hi there, sorry for the confusion, DJI Care Refresh definitely covers water-damaged situation, please double check your quotation email, we have also included the DJI Care Refresh in it, which is right under the repair cost, you could choose to pay for the repair or DJI Care Refresh.
Should you have any other concern, please feel free to keep us updated.

Hi ...I am looking in the email and there is only the Price and a link that takes me to pay the full price or use .... ...I don't see any other option

djiuser_5yMm6CTAbv5N Posted at 3-21 12:37
Hi ...I am looking in the email and there is only the Price and a link that takes me to pay the full price or use .... ...I don't see any other option

I see the DJI Care Refresh quotation has been sent to you separately and you already paid for it, our repair center will take care of it and hope you will get it back soon.

same here! did this ever get resolved?