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DJI / UPS lost my drone
1975 25 2018-6-1
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djiuser_XiULLKKbcjE2
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United States
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My Mavic Pro was shipped out to Dji to be repaired because the camera gimble stopped working. The package was lost in transit by UPS, and when I contacted UPS they said that I should contact DJI directly and that they would begin an investigation. At this point my drone is MIA and I'm pretty bummed because I was looking forward to using it this summer.
2018-6-1
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HedgeTrimmer
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United States
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Do you have the UPS Tracking number?  
If yes, does number show it being delivered to DJI?    Does it show who signed for it?  


I hope you got a UPS pick-up or UPS drop-off reciept, or UPS shows the package in their system being picked-up or dropped-off.

2018-6-1
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3-D
Captain
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United States
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don't settle.  Don't just give up.  Call them and make them track it down.

I made them track down a $20 package of shoe cleaner.  There is no way i'd let them get away with losing my drone!!
2018-6-1
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DJI Susan
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I'm so sorry to read the troubles. Could you tell us your case number? I have tried but failed to get the case number via the forum info...
2018-6-1
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djiuser_XiULLKKbcjE2
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United States
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DJI support is closed and i will definitely contact them on Monday. But yes I have been tracking the package and it stopped in Forth Worth TX and hasn't moved. The scheduled delivery on the package now says "Scheduled delivery information is not available at this time. Please check back later." and UPS said the package is considered lost. I've seen this process take 1-3 months to resolve and I'm just overall irritated.
2018-6-1
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djiuser_XiULLKKbcjE2
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United States
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I sent the UPS tracking number and case number to you in a private message. Thanks for following up with this.
2018-6-1
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DJI Susan
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djiuser_XiULLKKbcjE2 Posted at 2018-6-1 19:07
I sent the UPS tracking number and case number to you in a private message. Thanks for following up with this.

Received with thanks! I'll forward to the right team to investigate. They will check the exact status and keep you updated. We'll keep an eye on this as well.
2018-6-1
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djiuser_XiULLKKbcjE2
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United States
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I keep calling technical support and at this point they are just giving me the run around. They just saying they will notify me with any updates to my case. I'm going on 4 weeks w/ no drone and many headaches.

Mckinney,  TX,  United States        06/06/2018        11:13 A.M.        A damage has been reported and we will notify the sender.
Mckinney,  TX,  United States        06/05/2018        9:15 A.M.        Merchandise is missing. UPS will notify the sender with additional details. / All merchandise missing, empty carton was discarded. UPS will notify the sender with details of the damage.
DFW Airport,  TX,  United States        06/02/2018        5:50 P.M.        We've begun an investigation to locate the package.
Ft Worth,  TX,  United States        05/30/2018        7:44 P.M.        Arrival Scan
New Stanton,  PA,  United States        05/29/2018        11:14 P.M.        Departure Scan
New Stanton,  PA,  United States        05/28/2018        12:30 A.M.        Arrival Scan
Pittsburgh,  PA,  United States        05/27/2018        11:42 P.M.        Departure Scan
Pittsburgh,  PA,  United States        05/26/2018        8:42 P.M.        Origin Scan
05/26/2018        9:38 A.M.        Drop-Off
United States        05/24/2018        6:23 P.M.        Order Processed: Ready for UPS
2018-6-11
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DJI Mindy
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djiuser_XiULLKKbcjE2 Posted at 2018-6-11 15:56
I keep calling technical support and at this point they are just giving me the run around. They just saying they will notify me with any updates to my case. I'm going on 4 weeks w/ no drone and many headaches.

Mckinney,  TX,  United States        06/06/2018        11:13 A.M.        A damage has been reported and we will notify the sender.

We apologize for the inconvenience caused, our related team has claimed the lost issue to UPS and is waiting for the investigation from them, we will inform the team to keep following up, please allow us some time, thanks for your patience and understanding.
2018-6-11
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djiuser_XiULLKKbcjE2
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United States
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After me calling almost every day this week someone from the logistics team called me today (the people who are supposed to be communicating w/ UPS). They told me they are shipping me out a replacement drone. Hoping UPS doesn't lose this one too..
2018-6-14
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DJI Mindy
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djiuser_XiULLKKbcjE2 Posted at 2018-6-14 17:46
After me calling almost every day this week someone from the logistics team called me today (the people who are supposed to be communicating w/ UPS). They told me they are shipping me out a replacement drone. Hoping UPS doesn't lose this one too..

Glad to know the issue is turning out to be great, hope you will receive it soon, please keep us updated if there is any other issue.
2018-6-14
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Jozar_099
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Similarly to the initiator of this post, UPS lost my DJI Mavic 2 Zoom. It's now been seven (7) weeks since DJIs took my drone with no sense when this madness will end. DJI blames UPS, UPS blames DJI. No one wants to close the case. Me the customer gets to pay the consequences. Please help! If this continues, I will be forced to follow with lawsuit. Case #*CAS-2318803-M0M3X4
2018-10-18
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DJI Diana
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Jozar_099 Posted at 2018-10-18 14:41
Similarly to the initiator of this post, UPS lost my DJI Mavic 2 Zoom. It's now been seven (7) weeks since DJIs took my drone with no sense when this madness will end. DJI blames UPS, UPS blames DJI. No one wants to close the case. Me the customer gets to pay the consequences. Please help! If this continues, I will be forced to follow with lawsuit. Case #*CAS-2318803-M0M3X4

We're sorry to hear about the trouble, Joel. Checking the case, I can see that one from the higher team is taking care of this case. Since UPS is still investigating the case, we really need to wait for their update. We'd really appreciate your patience on this. Thanks for the support!
2018-10-18
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Jozar_099
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@Diana. My package was never delivered on the 27th of September.  Investigation started since then. I turned a police report as requested on Oct 3rd. Now it's going to be the Oct 19th and still waiting. I was just told today to keep waiting. When is this nightmare expected to end? Why does a customer have to not only wait for your vendors (UPS) investigation, but also pay for his own police report? Why am I being responsible for your contractors dealings? Did I hire UPS to deliver? This could have been avoided if DJI would have sent my brand new Mavic 2 Zoom with a signature requirement. Now you've lost it and I'm sitting two months waiting for you to get paid from UPS so I can get what's mine.  4 Weeks to fix a gimble, then 4 weeks (so far) to get UPS/DJI to take responsibility for their mistake. Then another period of time to get my new replacement drone. DJI was the biggest mistake of my life.
2018-10-18
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DJI Susan
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Jozar_099 Posted at 2018-10-18 17:06
@Diana. My package was never delivered on the 27th of September.  Investigation started since then. I turned a police report as requested on Oct 3rd. Now it's going to be the Oct 19th and still waiting. I was just told today to keep waiting. When is this nightmare expected to end? Why does a customer have to not only wait for your vendors (UPS) investigation, but also pay for his own police report? Why am I being responsible for your contractors dealings? Did I hire UPS to deliver? This could have been avoided if DJI would have sent my brand new Mavic 2 Zoom with a signature requirement. Now you've lost it and I'm sitting two months waiting for you to get paid from UPS so I can get what's mine.  4 Weeks to fix a gimble, then 4 weeks (so far) to get UPS/DJI to take responsibility for their mistake. Then another period of time to get my new replacement drone. DJI was the biggest mistake of my life.

Hi Jozar, we understand your situation and very sorry for the unpleasant experience. All your info has been forwarded to the designated team for check and review, please allow us some time to investigate this. The management will keep following up your case and update for you.
2018-10-18
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Jozar_099
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Flight distance : 436 ft

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@DJI Susan. I've given DJI 1 month for a repair that literally took one hour to complete and 1 month to dispute/find my lost package with your chosen delivery company. How much longer are you wanting me to wait Susan? Let's be realistic, is a month for either one of these above tasks necessary? Specially when I also bought the refresh warranty. The truth is that DJI only cares about their profits and not the customer.  If you can't see how unjust your process is, I hope any future customer can. I'm disappointed in your company. No effort has been yet made to make it right. Not only that, but my entire summer is now gone. Now when you guys finally supply me my replacement, I won't be able to fly it.
2018-10-19
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DJI Susan
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Jozar_099 Posted at 2018-10-19 05:22
@DJI Susan. I've given DJI 1 month for a repair that literally took one hour to complete and 1 month to dispute/find my lost package with your chosen delivery company. How much longer are you wanting me to wait Susan? Let's be realistic, is a month for either one of these above tasks necessary? Specially when I also bought the refresh warranty. The truth is that DJI only cares about their profits and not the customer.  If you can't see how unjust your process is, I hope any future customer can. I'm disappointed in your company. No effort has been yet made to make it right. Not only that, but my entire summer is now gone. Now when you guys finally supply me my replacement, I won't be able to fly it.

Jozar, I hope you understand that this incident is not what we want to see. Now that UPS is conducting an investigation, we might really need to wait for their update. You may check UPS tracking site time by time for an update regarding the investigation. Below is the current status of the tracking info.

If there'll be an update, the relative department will reach you the soonest time possible. Thanks for understanding. 1.png
2018-10-19
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Jozar_099
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@DJI Susan. Your statement is very incorrect and misguiding. It was indeed in DJIs control to protect my property. Who would send a $1300 device without a signature requirement? There are many precautions you could have taken with UPS, but you didn't to save some on shipping cost. Not only did you not protect my package but you had no care, and this is even after I called several times prior to you shipping asking for better protection. Let me make sure this is clear, if my package is not found, it is your sole responsibility to reimburse me.! You took that responsibility when paying for the shipment both ways. I don't understand why as an intelligent company you wish to cast blame at UPS for losing my property which in fact you both work as an unit.

On the advise to continue to wait past two months without my property, what other choice do I have? You're literally holding my NEW replacement hostage while your shipping vendor refunds you for MY MONEY. More wait even though I've been repeatedly told that the investigation will only take 8-10 businesses day. Now going on the twelfth business day of that same investigation with no response.

Shame on you and your process to make the customer and other parties responsible for what you should solved.

I only hope other customers take my case as an example and never buy another product from you again.
2018-10-21
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MichealMedia
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The package has not been delivered? If so, you should contact UPS and accuse them of losing your package...
2018-10-21
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DJI Mindy
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Jozar_099 Posted at 2018-10-21 16:38
@DJI Susan. Your statement is very incorrect and misguiding. It was indeed in DJIs control to protect my property. Who would send a $1300 device without a signature requirement? There are many precautions you could have taken with UPS, but you didn't to save some on shipping cost. Not only did you not protect my package but you had no care, and this is even after I called several times prior to you shipping asking for better protection. Let me make sure this is clear, if my package is not found, it is your sole responsibility to reimburse me.! You took that responsibility when paying for the shipment both ways. I don't understand why as an intelligent company you wish to cast blame at UPS for losing my property which in fact you both work as an unit.

On the advise to continue to wait past two months without my property, what other choice do I have? You're literally holding my NEW replacement hostage while your shipping vendor refunds you for MY MONEY. More wait even though I've been repeatedly told that the investigation will only take 8-10 businesses day. Now going on the twelfth business day of that same investigation with no response.

Hi Jozar, we sincerely apologize for all the troubles caused, we have transferred your frustration to the team to push the whole progress, we will have someone to keep you updated for the further resolution, sorry again for the inconvenience caused.
2018-10-22
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Jozar_099
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Flight distance : 436 ft

United States
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After 13 business days waiting for UPS/DJI to advice me on my case investigation, I decided to check things on my own. Come to find out that UPS closed my case due to DJI not having answered their questions. They then decided to restart the investigation which will add 10 more business days to my forceful waiting. **I've been waiting over almost two full month now for DJI to return what they stole from me.  I've still have not seen any action from DJI. Logistics have never contacted me.

DJI do you honestly find this funny? Only thing that comes to mind is, "What was I thinking when I selected DJI as my product"? Not sure, but I regret it.

I would encourage everyone of you future customers to think twice before engaging on a purchase with DJI.

I really wish the CEO of DJi would see and know how his customers are being treated.

Beware!
2018-10-23
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DJI Susan
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Jozar_099 Posted at 2018-10-23 17:35
After 13 business days waiting for UPS/DJI to advice me on my case investigation, I decided to check things on my own. Come to find out that UPS closed my case due to DJI not having answered their questions. They then decided to restart the investigation which will add 10 more business days to my forceful waiting. **I've been waiting over almost two full month now for DJI to return what they stole from me.  I've still have not seen any action from DJI. Logistics have never contacted me.

DJI do you honestly find this funny? Only thing that comes to mind is, "What was I thinking when I selected DJI as my product"? Not sure, but I regret it.

So sorry for the unpleasant experience during the communication. We'll keep an eye on the status as well and hope this can be figured out soon.
2018-10-24
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djiuser_UaI7iz3nZkDH
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I’m sending my drone in the next few days by ups, my drone is only 3 weeks old and has a fault, I will cry if I have to go through lost goods and the rest, fingers crossed
2018-11-21
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DJI Diana
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djiuser_UaI7iz3nZkDH Posted at 11-21 07:24
I’m sending my drone in the next few days by ups, my drone is only 3 weeks old and has a fault, I will cry if I have to go through lost goods and the rest, fingers crossed

Hi John Paul, I was able to get your case number in your forum account. I strongly advise you to put the case number in the package when send the unit for repair. You will receive email notification once package received in the facility.
2018-11-21
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rickelal
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Canada
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its like these dji workers on these forums are literally paid just to say nice things and do nothing of any importance for you. What kind of reputable company tells a customer they just have to sit tight and wait while ups investigates while the customer is out thousands of dollars, this is ridiculous, this is why I buy everything off amazon even if its a little bit more expensive, atleast I have piece of mind that im dealing with a very reputable company that treats their customers the way they should be. DJi is ridiculous, my osmo pocket seems to be lost as well and I am beyond frusterated right now, It was a xmas gift for my son and all I get from dji is hopefully you will get it before then!! I mean really?!?!?!?!?!?
2018-12-19
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Pramod Raghavendra Jayathirth
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MichealMedia Posted at 2018-10-21 19:13
The package has not been delivered? If so, you should contact UPS and accuse them of losing your package...

aRE YOU NUTS?
3-20 17:11
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