How does this work, then?

Bought Spark.

Created DJI account online, and purchased DJI Care Refresh, knowing I might fly it into a tree.

Flew it into a tree.

Went online, paid for a repair/replacement, and was told to wait for an address to ship the faulty drone to.

That was 2 days ago. I thought the whole point of Care Refresh was super-speedy turnarounds. Did I do something daft?

Hi bdge, just to clarify, do you mean you haven't received the shipping label? If yes, may I have the case number so that I can check the exact status? Thank you.

CAS-1447615-K7V5B8

Yes I have not received the shipping label.

When I try to go to the case I get a 404 web error.

bdge Posted at 2018-1-31 00:32
Yes I have not received the shipping label.

When I try to go to the case I get a 404 web error.

Per the case, the shipping label should have been sent to you, did you check the spam box? If still no shipping label, I will inform the support team to send you again, thank you.
Where did you check the case and you got 404 error?

Spam box checked, it's not there.

I do wonder why it isn't showing in my account under "My Orders".  The only item showing is the DJI Care Refresh itself, purchased on 23rd Jan, not the fee I paid to make use of it.

Should a Refresh order not appear in the Orders section?

bdge Posted at 2018-1-31 01:08
Spam box checked, it's not there.

We have arranged the support team to send again, could you please provide us your another email account as backup? Thank you.

DJI Mindy Posted at 2018-1-31 01:24
We have arranged the support team to send again, could you please provide us your another email account as backup? Thank you.

There's nothing wrong with my email address, but you can send it also to gh7776@bdge.co.uk if you like.

bdge Posted at 2018-1-31 01:28
There's nothing wrong with my email address, but you can send it also to  if you like.

Thank you for the email account, we will send the shipping label to both of your email accounts. Please wait patiently, thank you.

Can I make a suggestion?  Since the key here is FAST TURNAROUND, why don't you send the new unit out and collect the broken one at the same time? Couriers can do that. Then there is no need for a 48+ hours wait while you send out a postage label.

Right now at 2 days I still don't have a postage label. I'm not really feeling like customer service is your priority.

Just to clarify, will this (me receiving the shipping labels) be soon? Today?

OK I have the label now.

But I would still appreciate some feedback on whether you agree that this process could be streamlined?

bdge Posted at 2018-1-31 02:34
OK I have the label now.

But I would still appreciate some feedback on whether you agree that this process could be streamlined?

Glad to know you received the shipping label, we appreciate your suggestion very much, while currently, it may be hard to achieve since we must make sure we have received the package firstly, but I will transfer your suggestion to our management for consideration, please send in the device at your most convenience and our team will take care of it for you, thank you.

I haven’t received my shopping label, who do I talk to to get it re-sent to my address? My case number is CAS-1665616-Y8K8L2

fans19234c75 Posted at 2018-4-18 08:47
I haven’t received my shopping label, who do I talk to to get it re-sent to my address? My case number is CAS-1665616-Y8K8L2

Hey,  I've checked your case, the shipping label has been sent to you, please check your spam to see whether you have received one email from UPS. If still not, please kindly offer the current email address you are using, we'll re-arrange for you.

I have also not received a shipping label for case # CAS-1810121-F4V8N3.  I have checked my spam folders and there is no email from DJI.

rootHog Posted at 2018-5-18 12:26
I have also not received a shipping label for case # CAS-1810121-F4V8N3.  I have checked my spam folders and there is no email from DJI.

Sorry to hear that, could you please PM me you another backup email account? We will inform the team to look into and send you in working hours, thank you.

Hi, I have the same issue, no shipping label has been sent, case number CAS-3235061-K6X9N6, I have checked my junk mail and not there either.

ed956. Posted at 6-29 02:54
Hi, I have the same issue, no shipping label has been sent, case number CAS-3235061-K6X9N6, I have checked my junk mail and not there either.

Hi there, we will send you a shipping label within 2 business day if your place is reachable by our UPS EU service. The case was just created, appreciate your patience.

DJI Mindy Posted at 6-29 19:18
Hi there, we will send you a shipping label within 2 business day if your place is reachable by our UPS EU service. The case was just created, appreciate your patience.

Received it this morning, thanks!

ed956. Posted at 6-30 08:32
Received it this morning, thanks!

You are welcome, hope everything goes smoothly and you will get the replacement soon.