Hi! I have got very sad story about mavic and DJI service which is the worst with what I have got experience.

  
  

I plan my trip around the south america last year, so I decided to buy a drone, I read a lot about mavic and I get it in April. I train to fly and all the functions and everything looks ok.

  

I go to Chile on november and than go to Peru where the story begin.

  

I use mavic in Cusco, and next day we go to colourful moutain, I try to use mavic but it lost video connection, I see only black screen:/ ( you can see it in attachment)

  

I cannot flight in this beautiful place. I note that I have never had a crash or any other mechanical demage.

  
  

I read everything about lost video connection on forum and check just like people said (cable, sd card etc)

  

I also wrote to dji support and they give me the adress to nearest dji service in Peru, in Lima (also in attachment this conversation)

  

So I change the plans and go firstly to Lima to check my drone. The building looks like ok so I have a hope that everything will be ok

  
  

And now it is started, I give mavic to specialist from dji in Lima and he check the cable, sd card etc. and told me that he need to open the mavic to check main board and flex for gimbal, I said ok because I have warranty, mavic has almost 6 months so I do not have any objections, there were no mechanical demage signs.

  
  

And the man said if he open the mavic I could lose the warranty and the repair will be cost 600$ if it is main bord or 110$ if it is only flex, I  said WHAT? YOU ARE AUTERIZED SERVICE DJI WHY I SHOULD PAY AND LOSE WARRANTY? They told me to check it with dji support.

  
  

So i again write with dji online support and they told me that I need to send my mavic to california to get repair (it takes over month to get my mavic back), or I can take risk and repair it in Lima and pay for everything and lose warranty (everyting in attachments)

  
  

So I decided to take risk because in one month I do not need the mavic any more because NOW I AM ON MY TRIP! AND NOW I AM IN AUTORIZED DJI SERVICE!

  

The repair takes few hours and I get the invoice for 110$ to paid, when I asked how I could it demage the flex they told me that it is the factory defect and I can not make anything with it....

  
  

First question is why they give me the adress to service in Lima if they know that mavic cannot be repair there?

  

Next, why I need to pay for repair and the most funny is why I lose my warranty repair the mavic in AUTORIZED SERVICE?

  
  

SORRY BUT FOR ME DJI IS LOOSERS AND I HOPE MANY PEOPLE CHANGE THEIR CHOICE BEFORE BUYING DRONE IN DJI, ANYONE HAVE SIMILIAR EXPERIENCE?

  

I'm going to assume that you did NOT book a repair via DJI support, hence why the repair agent said they cannot repair it as it would void warranty? This is hard to read at best (I'm assuming English is your second language so apologies), but it sounds like both DJI and the service/repair agents are simply following procedure.

And in regards to DJI support and their products, any issues I've had, DJI have easily fixed. And as for the Mavic - I just returned from a 1200km trek in Japan, walked for over 7 weeks and used the MAvic almost daily. I never had one problem and would encourage potential buyers to purchase a Mavic for travel.

I think the issue being shown here is the appropriateness of DJIs warranty. In particular if you are needing service outside the county you bought your drone in. Surely, when a authorised DJI repair centre charges for the replacement of what is reported  to be a faulty manufactured cable something is wrong. If DJI want to be known as an international company that need to appreciate this type of feedback and shine through with good customers service and not simply empathy to their situation? Another issue here is why work done by a DJI authorised repair agent voids this guys warranty. Seems unfair!

4WDaus Posted at 2018-1-1 19:34
I think the issue being shown here is the appropriateness of DJIs warranty. In particular if you are needing service outside the county you bought your drone in. Surely, when a authorised DJI repair centre charges for the replacement of what is reported  to be a faulty manufactured cable something is wrong. If DJI want to be known as an international company that need to appreciate this type of feedback and shine through with good customers service and not simply empathy to their situation? Another issue here is why work done by a DJI authorised repair agent voids this guys warranty. Seems unfair!

I have to agree with you on this. I will admit I had an issue similar to this with my Osmo+, it was bought in HK and wasn't covered in Australia (home) when I needed a repair. It did get sorted in the end though. But I do agree, International Warranty should have world wide service and repair coverage.

Kamil, I sympathize with your situation and so sorry to hear about your difficulties. First of all, I am sorry to tell that DJI doesn't provide the international warranty, so you might need to pay for the repair if the drone is not purchased locally. And it might void the warranty of your drone. Our support really wants to help you to get the issue resolved in the most convenient way, and you always have the option to choose to repair the drone in the recommended service center or not. Besides, if you had purchased DJI Care Refresh, it will still be valid. This is the policy and we hope your kind understanding.

Hi, thank you for your story, I plan to travel around the world in few months, I hope that you were unlucky and DJI usually do not handle things that way.
Interested by the way things actually ended.

DJI Thor Posted at 2018-1-2 00:34
Kamil, I sympathize with your situation and so sorry to hear about your difficulties. First of all, I am sorry to tell that DJI doesn't provide the international warranty, so you might need to pay for the repair if the drone is not purchased locally. And it might void the warranty of your drone. Our support really wants to help you to get the issue resolved in the most convenient way, and you always have the option to choose to repair the drone in the recommended service center or not. Besides, if you had purchased DJI Care Refresh, it will still be valid. This is the policy and we hope your kind understanding. [view_image]

How about purchased from DJI store directly? does it count as locally? or i need to send to China?

Thanks

Yes, I like to know also as I bought mine from Dji online. Where to repair?

Whosin Posted at 2018-1-3 06:01
How about purchased from DJI store directly? does it count as locally? or i need to send to China?

Thanks

Regularly, when you purchase the drone in DJI online store, the drone will be shipped from the nearest warehouse, then the warranty will be provided by the corresponding repair center, which means, the warranty area depends on the receiving address of the package. For example, if I purchase the drone in Canada online from DJI store, I need to send the drone to the center in North America. No need to send to China.

CHEOLK Posted at 2018-1-3 09:32
Yes, I like to know also as I bought mine from Dji online. Where to repair?

Hi there, please refer to my reply on 8#. Thanks.

I am sure that not providing international warranty will definitely affect potential buyers decision. So buyers beware.

DJI Thor Posted at 2018-1-4 02:30
Regularly, when you purchase the drone in DJI online store, the drone will be shipped from the nearest warehouse, then the warranty will be provided by the corresponding repair center, which means, the warranty area depends on the receiving address of the package. For example, if I purchase the drone in Canada online from DJI store, I need to send the drone to the center in North America. No need to send to China.

Hi, I hava a problem with Compass Calibration in the number 2. Fly for just two weeks and have this problem that I can't solve. I bought in US tha Mavic but I live in Brazil. Braziliam DJI Repair Center (Dronetecnia) says that I need to send the drone for repair in USA and can't repair in Brazil because I bought in another country. Contact DJI Support Chat and was told me that it is a hardware problem and I can send the drone to Brazil repair center and DJI in the chat open the case CAS-1371662-B1N5J2. I just cant send to USA because I don't have a adress in the USA. Please DJI Suport and Brazil DJI repair center Dronetecnia allow me to send the drone to be fix in Brazil, it's a factory problem I just have this drone 30 days ago. Please help me. And as you can read in the chat, DJI several times say that I can send to the Brazil repair center.

DJI Thor Posted at 2018-1-4 02:30
Regularly, when you purchase the drone in DJI online store, the drone will be shipped from the nearest warehouse, then the warranty will be provided by the corresponding repair center, which means, the warranty area depends on the receiving address of the package. For example, if I purchase the drone in Canada online from DJI store, I need to send the drone to the center in North America. No need to send to China.

Hi Thor

I am from Singapore.
If my drone, Mavic, need servicing,. where do I send it to. I bought it from DJI ONLINE.

cheo

Tango_B Posted at 2018-1-1 19:15
I'm going to assume that you did NOT book a repair via DJI support, hence why the repair agent said they cannot repair it as it would void warranty? This is hard to read at best (I'm assuming English is your second language so apologies), but it sounds like both DJI and the service/repair agents are simply following procedure.

And in regards to DJI support and their products, any issues I've had, DJI have easily fixed. And as for the Mavic - I just returned from a 1200km trek in Japan, walked for over 7 weeks and used the MAvic almost daily. I never had one problem and would encourage potential buyers to purchase a Mavic for travel.

Hi, I am sorry for my english I do not know what are the procedures of dji agents but when I choose the mavic I have been sure that I can go to dji autorized service and everything will be ok, even if I have to pay I do not understand how I can lost the warranty!? :/

DJI Thor Posted at 2018-1-2 00:34
Kamil, I sympathize with your situation and so sorry to hear about your difficulties. First of all, I am sorry to tell that DJI doesn't provide the international warranty, so you might need to pay for the repair if the drone is not purchased locally. And it might void the warranty of your drone. Our support really wants to help you to get the issue resolved in the most convenient way, and you always have the option to choose to repair the drone in the recommended service center or not. Besides, if you had purchased DJI Care Refresh, it will still be valid. This is the policy and we hope your kind understanding. [view_image]

Sorry but if DJI does not provide international warranty why you show the information tahta mavic is for traveller? So I can only go around the Poland?

secondly even I pay for repair why I lost warranty in dji autorized service?!

djiuser_QLlAJBk Posted at 2018-1-4 07:55
Hi, I hava a problem with Compass Calibration in the number 2. Fly for just two weeks and have this problem that I can't solve. I bought in US tha Mavic but I live in Brazil. Braziliam DJI Repair Center (Dronetecnia) says that I need to send the drone for repair in USA and can't repair in Brazil because I bought in another country. Contact DJI Support Chat and was told me that it is a hardware problem and I can send the drone to Brazil repair center and DJI in the chat open the case CAS-1371662-B1N5J2. I just cant send to USA because I don't have a adress in the USA. Please DJI Suport and Brazil DJI repair center Dronetecnia allow me to send the drone to be fix in Brazil, it's a factory problem I just have this drone 30[view_image][view_image] days ago. Please help me. And as you can read in the chat, DJI several times say that I can send to the Brazil repair center.

Hi there, just to clarify if you purchased the drone in the US, you need to apply for warranty, you need to send it back to the North America repair center. The recommended repair center only provide the warranty if a drone purchased locally. In your case, if you need to fix the drone in Brazil's recommended repair center, you can send the drone to then and repair it at your own cost, please contact the repair center for a further help. If you need to apply for the warranty, please kindly send the drone to the US. Sorry for the inconvenience.

CHEOLK Posted at 2018-1-4 17:41
Hi Thor

I am from Singapore.

Hi Cheo, if you purchase the drone in Singapore, you can send it to Hongkong for repair service. If there is a need, please contact support@dji.com for a further help. Thank you.

Kamil1989 Posted at 2018-1-5 14:57
Sorry but if DJI does not provide international warranty why you show the information tahta mavic is for traveller? So I can only go around the Poland?

secondly even I pay for repair why I lost warranty in dji autorized service?!

It is the After-sales Policy that we need to follow. I am terribly sorry for the inconvenience and hope your kind understanding.

Wow, another person who is experiencing just how bad DJI service and warranty is. Do not buy the utterly useless and expesive DJI Care Refresh crap warranty. Instead, contact your local State Farm or Geico agent and insure your drone for 80 bucks. This insurance will cover you for anything from a crash to a loss like what happened to you and you wont even have to pay a deductible!

Gui0123 Posted at 2018-1-3 05:18
Hi, thank you for your story, I plan to travel around the world in few months, I hope that you were unlucky and DJI usually do not handle things that way.
Interested by the way things actually ended.

DJI do nothing with my situation so think about another drone :/

Hello! If you change your camera settings to Automatic, do you still see black screen? This happened to me when I set camera to Manual. But my drone was not defective at all, it was not getting enough light that is why the screen is black.

Kamil1989 Posted at 2018-3-1 11:08
DJI do nothing with my situation so think about another drone :/

no other choice

I've lost my mavic pro very recently too due to this bloody auto landing issue. I have been flying many times with 20% battery before and have no issue. This time, it forced land by itself. I pressed stop many times and it fails to cancel landing. At the end, I have to find a bush and crash land. I cannot retrieve my aircraft too. Completely panic and depressed experience. Contact DJI and they insisted it was misoperation. But how could the user cannot full control of the aircraft even the battery low. It was 20% and I have plenty of time to come home. If it forces land on highway I would have caused catastrophic disaster by causing accident or kill someone. DJI tries to make second profit by not changing the firmware of giving user to cancel landing by stop button.  Please anyone, reconsider if you want to buy DJI products again.