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DJI charge me 1089$ for a Mavic pro under warranty
410 18 2017-8-12 07:33:10
lodanox
lvl.1
Flight distance : 259683
France
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Hi

I recently bought a DJI mavic pro drone in France.
I flew it a few time (5-6 times) without any crash or hard landing.
Than before my departure to South Africa the gimbal drone wasn't working anymore. Each time I tried to turn it on the error message "gimbal overload" came up.

I recalibrate the drone with the remote controller and also with DJI assistant but it wasn't working at all. So I search on google and I understand that it was a ribbon cable issue.

So I sent the drone to repair under warranty. The guy at the shop who took the drone noticed that there was no damage or crash damage on the drone and it look like new.
But a few weeks later I received a DJI letter who claim that in regard of the black box I crashed the drone (which is completely fake) and refuse to repair my drone under warranty.

So they want me to pay 1089$ for a ribbon cable damaged by it's own.

Here a video where you can see the ribbon cable getting broken without any reason in the middle of a fly :

https://youtu.be/xClXmgDnPdI

It's my second drone from DJI after a P4P (who also meeting a problem of drifting) and I'm very disappointed.

Someone here can help me find a solution ? {:4_170:}
2017-8-12 07:33:10
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Tekameleon
lvl.2
Flight distance : 180745
Canada
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@DJI Mindy can you help here?

Otherwise, and probably not the solution you are hoping for, you could ask them to return your Mavic and just replace that cable yourself.

That price quote seems suspect though, the cable is a $50 part and a (delicate but) relatively easy fix. There must be more to the repair than just the ribbon cable...


2017-8-12 07:57:41
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Nees
lvl.4
Flight distance : 24685
Belgium
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Can you show us the full repair quote?
2017-8-12 08:17:11
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Tealk
lvl.4
Flight distance : 77969
Romania
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If DJI will make you pay for what you're up to, it means he's sad ...  you show them that video?
2017-8-12 08:42:24
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Rick-Becco
lvl.4
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United States
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it would be cheaper to purchase the drone New for 759.00 if they wont do it under warranty ? Why would they not offer that as a choice if the cost to repair is that high.
with as many of the cable breaks they shoud all be coveered.
2017-8-12 08:50:29
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Lucas775
lvl.4
Flight distance : 973534
Canada
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I wish DJI would have made the gimbal on the mavic as strong as the gimbal on the Spark.
2017-8-12 09:16:31
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lodanox
lvl.1
Flight distance : 259683
France
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Nees Posted at 2017-8-12 08:17
Can you show us the full repair quote?

As soon as I get back in Paris (after tomorrow ) I will post the quote.
2017-8-12 11:11:01
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lodanox
lvl.1
Flight distance : 259683
France
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Tealk Posted at 2017-8-12 08:42
If DJI will make you pay for what you're up to, it means he's sad ...  you show them that video?

I shown the video to my reseller who normally manage this kind of issue with DJI support, but they said that they don't wanna argue with DJI, because they still want to continue trade with them and sell their products...
So nobody got my back, even my reseller who's  the biggest electronic shop in France.
The sad things is that I spent all my money at la Fnac (my reseller) to get my equipment for travel photography/filmmaking and they gave up on me because DJI overcome the drone market and they rather have good relationship with DJI than with their client...

sad...

2017-8-12 11:18:24
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Mari
Second Officer
Flight distance : 254239
Netherlands
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... why does you reseller not replace your Mavic? If it is the biggest electronics reseller in France they could take to lost of your Mavic en replace it with a new one to make customer happy...

When DJI says that you have crashed the drone, how to prove you didn't? You no longer have the data stored in the blackbox and even when you have a backup of that data, there is probably no way to read that data because it is coded.
2017-8-12 13:35:27
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DJI Diana
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Japan
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Could you please provide me with your case number so I can check what happened?
2017-8-12 19:05:12
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lodanox
lvl.1
Flight distance : 259683
France
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DJI Diana Posted at 2017-8-12 19:05
Could you please provide me with your case number so I can check what happened?

Hello Diana,
Thank to replying to me.
I just get back from Italy so sorry for the late reply.
I'm not sure I can provide a DJI case number as I left the drone to my reseller (who directly deal with DJI support based in Switzerland)  
So I only have a case number from my reseller.

Here de coupon from my reseller :
[img]%5BURL=https://www.hostingpics.net/viewer.php?id=273870IMG20170816073954.jpg%5D[/URL][/img]


and here what they charge me in the first place :

[img]%5BURL=https://www.hostingpics.net/viewer.php?id=512937IMG20170816074004.jpg%5D[/URL][/img]

Hope it could help...
2017-8-15 22:00:45
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DJI Diana
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China
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lodanox Posted at 2017-8-15 22:00
Hello Diana,
Thank to replying to me.
I just get back from Italy so sorry for the late reply.

I am sorry to say that I didn't find a case number from the two pictures, the case number from DJI support should begin with CAS- , could you please contact your reseller to ask for the case number? Then, I'll be able to look into it. sorry for the trouble you have been caused.
2017-8-15 22:13:16
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lodanox
lvl.1
Flight distance : 259683
France
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DJI Diana Posted at 2017-8-15 22:13
I am sorry to say that I didn't find a case number from the two pictures, the case number from DJI support should begin with CAS- , could you please contact your reseller to ask for the case number? Then, I'll be able to look into it. sorry for the trouble you have been caused.

Yes, still waiting for my reseller answer to have this case number... As soon as I get this case number will reply.

Thank you
2017-8-15 23:02:27
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lodanox
lvl.1
Flight distance : 259683
France
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Nees Posted at 2017-8-12 08:17
Can you show us the full repair quote?

The repair quote is in my precedent post, but in french.

But it say that drone look like new, 0 damage, 0 scratch in the first place, but on the estimate, it say that the drone has been crashed and the gimbal damaged.

And I swear, my drone was intact and I never crashed it. I thought it would be so natural to get the repair under warranty so I didn't think about took any pictures of the drone or save the flight data before bring it back to warranty... :(
2017-8-15 23:07:36
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DJI Diana
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Japan
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lodanox Posted at 2017-8-15 23:02
Yes, still waiting for my reseller answer to have this case number... As soon as I get this case number will reply.

Thank you

Ok, please keep us updated.
2017-8-15 23:14:06
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lodanox
lvl.1
Flight distance : 259683
France
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Mari Posted at 2017-8-12 13:35
... why does you reseller not replace your Mavic? If it is the biggest electronics reseller in France they could take to lost of your Mavic en replace it with a new one to make customer happy...

When DJI says that you have crashed the drone, how to prove you didn't? You no longer have the data stored in the blackbox and even when you have a backup of that data, there is probably no way to read that data because it is coded.

I dont know, as you said, I should have stored the data or take pictures of my drone before bring it back to the repair service. But in regards of how things happen, and other users who face the same ribbon cable problem, I thought it would be very natural to get the repair under warranty by DJI...
How it can be possible for a supposed crashed drone to look intact, without any scratchs ?
2017-8-15 23:17:31
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Nees
lvl.4
Flight distance : 24685
Belgium
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lodanox Posted at 2017-8-15 23:17
I dont know, as you said, I should have stored the data or take pictures of my drone before bring it back to the repair service. But in regards of how things happen, and other users who face the same ribbon cable problem, I thought it would be very natural to get the repair under warranty by DJI...
How it can be possible for a supposed crashed drone to look intact, without any scratchs ?

Tbh, would NEVER have brought it back to FNAC... You should ask it back and send it to DJI. I thought you reveived a quote from DJI, but it is FNAC. They are dumb... 100% sure They didn't open a case at DJI.
2017-8-17 04:44:10
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lodanox
lvl.1
Flight distance : 259683
France
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Nees Posted at 2017-8-17 04:44
Tbh, would NEVER have brought it back to FNAC... You should ask it back and send it to DJI. I thought you reveived a quote from DJI, but it is FNAC. They are dumb... 100% sure They didn't open a case at DJI.

How did you knew ?! Are u French based ?

Ok You were so f*** right !!! I spoke with DJI support and they told me that they never received any drone, so la Fnac just sent the drone to a subcontractor based in Switzerland and decide to call it DJI. So I was angry against DJI whereas DJI never deal with my drone. So disrespectful from la Fnac !
I ask to have my drone back and gonna send it back to the real DJI support.
My new RMA number is CAS-902309-Y2C1J6.
I already sent the flight data of the drone for them. Waiting for their analyse of my data...

Will keep u updated

If you wanna check out my work on IG @michel_vespasien ;)

Thank for the support guys !
2017-8-22 02:37:52
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DJI Mindy
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China
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lodanox Posted at 2017-8-22 02:37
How did you knew ?! Are u French based ?

Ok You were so f*** right !!! I spoke with DJI support and they told me that they never received any drone, so la Fnac just sent the drone to a subcontractor based in Switzerland and decide to call it DJI. So I was angry against DJI whereas DJI never deal with my drone. So disrespectful from la Fnac !

We sympathize with your situation, local team will take good care of it. Appreciate your patience.
If you need further assistance, please keep us updated.
2017-8-22 04:06:55
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