Hi!
This monday I'we opened a supprt ticket #602838 to replace crashed Mavic (switched off midflight) . Got reply from robot thanking me for synchronising flights logs. Then there was no any updates until today.
Today I'we got a letter with a survey on support quality. Suspecting that there is something wrong I went to dji.zendesk.com to find that my case is already marked as resolved. just like that, without event replying to me, receiving and reparing drone.

How is it possible that my problem is ignored? How can I replace my drone if I even can't get in touch with DJI support?

If your case is marked "solved", leave a new comment in that case and it will be re-opened... Seems that after a reply of one of the DJI people, cases are set to "solved". Don't know why, but in my case this also happened! Did have a simple question to be answered!

Mari Posted at 2017-6-28 11:16
If your case is marked "solved", leave a new comment in that case and it will be re-opened... Seems that after a reply of one of the DJI people, cases are set to "solved". Don't know why, but in my case this also happened! Did have a simple question to be answered!

Yes, looks so. It is reopened after my reply.

OK, support guy used wrong reply template. Just got the right one.

This is a system display, no worries, it doesn't mean that your problem has been ignored, like Mari mentioned, just leave a new comment , this case will be re-opened.

DJI Diana, There actually was a problem. First step was skipped, so i didn't receive any instructions and forms.
But now it is OK.

fans8e7a06e5 Posted at 2017-6-30 09:58
DJI Diana, There actually was a problem. First step was skipped, so i didn't receive any instructions and forms.
But now it is OK.

Sorry for the trouble caused. I am glad to hear that it is OK now, hope everything goes smoothly after this.