My Osmo Mobile is just out of warranty (1 year, 1 week old). As luck would have it, I now have some gimbal problems.
The roll gimbal has some slight resistance and is "sticking" enough to make the horizon go askew. The unit gets very little use and is treated with kid gloves. I'm very disappointed that a problem like this can happen with light use.
I contacted the service phone number. Waste of time - they directed me to the website to initiate a repair ticket. It took a while, but I made it through the forms. Kept getting error messages in Chinese and it formatted my address in a weird way. Finally got to the summary page and a shipping label.
Here's where I'm a bit confused.
The person on the phone told me that I would be contacted after receipt of the unit with a cost for the repair (if it was my fault). DJI would repair for free if it was a defect. I'm not sure he heard me when I told him I was out of warranty. When I asked if I didn't want to pay the repair amount, I was told the unit would be returned to me at no charge.
However, the online form indicated that if I decided not to have a repair done, there would be a $65 service fee. Oddly, it said that cost applied to "aircraft."
To resolve this contradiction, I went to online support chat. There, I was told the $65 service fee only applied to aircraft - Osmo cost was different. Unfortunately, they wouldn't tell me what the Osmo service fee is. Apparently, it's some sort of secret. So that’s three different answers from three different DJI sources.
Despite this being (IMO) a unit defect, I don’t mind paying a reasonable amount. There does come a point where repair doesn't make sense. Considering this unit is failing after light use, it would make more sense to buy something else (that might last a little longer) rather than pay $100 or more to fix this one. That means they could hold my Osmo for $65, $100 or more “ransom” if I don’t want to have the repair done.
I don’t think it unreasonable to ask for a range of costs, or to know what the non-repair service fee might be, or under what circumstances it might be applied.
Has anyone sent in an Osmo Mobile for service? Can you provide a ballpark cost of a repair? Does anyone know what the "service fee" is if you decide not to have a repair done? If there anything official from DJI stating this amount?
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