i guess i am joining the bandwagon when it comes to disappointing customer service provided by dji online support.

unfortunately about a month ago i dropped my mavic pro so i had to send it in for repair.

before doing that, i chatted with online tech support and was reassured on two different occasions that i will be receiving a brand new drone as replacement versus refurbished. at the time, this made a difference in my deision in terms of whether i pay for the cost of the repair, or activate my dji care refresh and pay the fee to get a replacement. when i was reassured that it will be a new drone as a replacement, i decided to activate the dji care refresh instead of paying for the cost of repair.

today i received my replacement from dji, and disappointingly it's not brand new. i checked the manufactured date, and it's jan 17, 2017. the one i sent in for repair, apr 10, 2017.

i totally understand that, it's not unusual to get a replacement unit that is not brand new. as an analogy another member made, if i damaged my car that's not totaled, would the insurance company get me a brand new one?

difference here is, the insurance company would tell me up front what i am dealing with. dji online tech support gave me misinformation and i made my decision based on that. if they told me, no it will be a refurbished unit, then i would think twice before activating my dji care refresh because who knows what happened to the refurbished unit previously? i know my own drone, the repair cost wasn't too high around $330, if i knew that it would be a refurbished unit i would have picked the repair option versus replace.

for what it's worth, just FYI the whole process took 3 weeks from the moment i mailed out the drone to when i received the replacement.

Yeah misinformation, but I'm afraid contract says new or refurbished as new, I suspect we never envisaged when buying care, that we might end up with an older drone, at least I didn't until now.

3 weeks!  Cool maybe I'll get mine back that fast.

Sorry for the trouble that had been caused. Actually, we have the statement on of what the replacement drone might be in the DJI Care Refresh online page introduction: Each time you request a replacement, you’ll receive a replacement unit that is new or equivalent to new in performance and reliability.
Besides, would you mind providing the case number, I'd like to check into it.
Back to your drone, is everything working right? How does it perform?

DJI Thor Posted at 2017-7-18 19:39
Sorry for the trouble that had been caused. Actually, we have the statement on of what the replacement drone might be in the DJI Care Refresh online page introduction: Each time you request a replacement, you’ll receive a replacement unit that is new or equivalent to new in performance and reliability.[view_image]
Besides, would you mind providing the case number, I'd like to check into it.
Back to your drone, is everything working right? How does it perform?

thor, i read that very clearly when i first bought dji care refresh.

however, what's the point of having online support tech if dji is just going to point back to the policy whenever the online tech specialists are giving the wrong info?

i also read the instructions very carefully when i returned the aircraft for assessment. in the instructions it also very clearly states that the RC should be included, and battery should be excluded unless there is something wrong with the battery. HOWEVER, when i contacted online tech support, i was told repeatedly to NOT include the RC and include the battery.

so what would you trust more? what's written in documents or what an online tech specialist is telling you?

anyhow, my case # is  CAS-742815-J9M2M1

kl2525 Posted at 2017-7-20 07:08
thor, i read that very clearly when i first bought dji care refresh.

however, what's the point of having online support tech if dji is just going to point back to the policy whenever the online tech specialists are giving the wrong info?

Sincerely sorry your disappointment. This situation has filled us with regret, we are sorry for the mishap and the trouble you’ve been caused. But I should say that the instruction of the DJI Care Refresh introduces which parts can be replaced under DJI Care Refresh: Or if it is possible, could you please provide a screenshot about the info you had read?
I really care about your situation and want to help to make a better service, since if you had received the drone, was everything alright?

DJI Thor Posted at 2017-7-20 18:38
Sincerely sorry your disappointment. This situation has filled us with regret, we are sorry for the mishap and the trouble you’ve been caused. But I should say that the instruction of the DJI Care Refresh introduces which parts can be replaced under DJI Care Refresh:[view_image]Or if it is possible, could you please provide a screenshot about the info you had read?
I really care about your situation and want to help to make a better service, since if you had received the drone, was everything alright?

Thor, I understand what can be replaced and what cannot be replaced. I also understand that in the policy it says the unit will be new or equivalent to new.

I don't think you understand me. My point is, i trusted what an actual PERSON informed me, one that is suppose to be a tech specialist, versus simply reading and trusting what the policies states.

DJI Thor Posted at 2017-7-20 18:38
Sincerely sorry your disappointment. This situation has filled us with regret, we are sorry for the mishap and the trouble you’ve been caused. But I should say that the instruction of the DJI Care Refresh introduces which parts can be replaced under DJI Care Refresh:[view_image]Or if it is possible, could you please provide a screenshot about the info you had read?
I really care about your situation and want to help to make a better service, since if you had received the drone, was everything alright?

screen shots attached

no everything is not alright.

this is supposed to be a new replacement, and instead of replacing everything, they gave me an old mavic pro, they gave me my old propellers, and they gave me a gimbal cover that's all scratched up.

more screen shots

kl2525 Posted at 2017-7-22 06:42
more screen shots

This situation has filled us with regret, we are sorry for the trouble you’ve been experiencing. I'd informed the appropriate team of training more about the info of DJI Care Refresh. Please take the info on our website for reference.
We have a QA team to ensure that the drone is everything alright before shipping and I'd check the case, I can not find the scratch about the gimbal cover. Could you please provide a picture of the propellers and gimbal cover to me?
And your question about how do you transfer the DJI Care Refresh to the new drone, we had transferred DJI Care Refresh to the replaced drone automatically in your case. So you don't need to contact us to transfer it.

DJI Thor Posted at 2017-7-23 22:48
This situation has filled us with regret, we are sorry for the trouble you’ve been experiencing. I'd informed the appropriate team of training more about the info of DJI Care Refresh. Please take the info on our website for reference.
We have a QA team to ensure that the drone is everything alright before shipping and I'd check the case, I can not find the scratch about the gimbal cover. Could you please provide a picture of the propellers and gimbal cover to me?
And your question about how do you transfer the DJI Care Refresh to the new drone, we had transferred DJI Care Refresh to the replaced drone automatically in your case. So you don't need to contact us to transfer it.

https://1drv.ms/i/s!AlAS_pNLVvxPxXIBW5syL7Wn1Wdj
https://1drv.ms/i/s!AlAS_pNLVvxPxXOEqP-PBpE-bpka

https://1drv.ms/i/s!AlAS_pNLVvxPxXRvAZj07XKJ7f4e  the spots you see are not dust..i wiped down the cover with a lint free cloth before taking the photo..those are scuff marks

your apology doesn't change the fact that i was misinformed and ended up with an older drone with who knows what happened to it before versus paying the $330 repair for my own drone.

so disappointed with dji's customer service..especially when you spend thousands of dollars on the product..you expect to see well trained, well informed staff that knows what they are talking about to help customers to make informed decisions.

kl2525 Posted at 2017-7-27 16:11
https://1drv.ms/i/s!AlAS_pNLVvxPxXIBW5syL7Wn1Wdj
https://1drv.ms/i/s!AlAS_pNLVvxPxXOEqP-PBpE-bpka

I could not view the pics on the link, could you please upload it to Dropbox so I can grab that pictures?
I understand your feeling and what you are worried about, the drone provided is a well-performed and reliable guaranteed. Please check if the drone works normally.  

DJI Thor Posted at 2017-7-27 23:54
I could not view the pics on the link, could you please upload it to Dropbox so I can grab that pictures?
I understand your feeling and what you are worried about, the drone provided is a well-performed and reliable guaranteed. Please check if the drone working normally.

https://drive.google.com/file/d/ ... HM/view?usp=sharing
https://drive.google.com/file/d/ ... Vk/view?usp=sharing
https://drive.google.com/file/d/ ... EU/view?usp=sharing

i did and i am noticing jerky movements with the camera when the drone is flying.

kl2525 Posted at 2017-7-28 15:06
https://drive.google.com/file/d/0By7Q0810XfE0czNiX1VwX0Z1bHM/view?usp=sharing
https://drive.google.com/file/d/0By7Q0810XfE0WFBkYnBnWEoyUVk/view?usp=sharing
https://drive.google.com/file/d/0By7Q0810XfE0QllGWmpKUER5MEU/view?usp=sharing

Thanks for the feedback, I’ve reported your case to the designated department and will have someone to contact you soon, please wait patiently. Besides, could you please provide more details about the jerky movement? I would help to check.

DJI Thor Posted at 2017-7-29 04:18
Thanks for the feedback, I’ve reported your case to the designated department and will have someone to contact you soon, please wait patiently. Besides, could you please provide more details about the jerky movement? I would help to check.

I've noticed that when the drone makes a turn, especially in sports mode, the camera would jerk and it's obvious in the videos.

there are also 2 other issues i noticed after testing it extensively this past weekend.

the pictures and videos taken are not level. it's very obvious when i take an aerial shot of the lake near by and you can see that the pictures are not level with the horizon.

another issue is it seems that the camera is having a hard time focusing and the photos are coming out a little blurry. this is with the camera being in autofocus mode on a sunny day.