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Dji care refresh help
173 4 1-25 22:07
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fans775f4789
lvl.3
Flight distance : 1713580 ft
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Hong Kong
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I recently crashed my mavic 2 pro, I can found the body, but the camera is lost. I go to DJI flagship store in Hong Kong and they said DJI care refresh cannot be used because the gimbal part is lost. I am furious, why do I buy DJI care then, in case of crash, most of the time the flimsy gimbal would be torn off and difficult to be found. If DJI care not cover this kind of situation, it is really not reasonable
1-25 22:07
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DJI Susan
Administrator

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Hi there, I understand your situation and very sorry for the inconvenience. Could you send the aircraft SN, agreement number of refresh and damage pictures to support@dji.com, then tell us your ticket number? We'd like to check the exact status and try our best to help.
1-25 23:17
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AlphaFlightNW
First Officer
Flight distance : 784064 ft
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United States
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Thats not good... I hope this gets resolved, because its not like you took the gimbal off as a keepsake, so the fact they want the gimbal seems very peculiar.
1-26 00:10
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fans775f4789
lvl.3
Flight distance : 1713580 ft
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Hong Kong
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DJI Susan Posted at 1-25 23:17
Hi there, I understand your situation and very sorry for the inconvenience. Could you send the aircraft SN, agreement number of refresh and damage pictures to , then tell us your ticket number? We'd like to check the exact status and try our best to help.

Fortunately I am able to find the camera and gimbal after hours of search at crash site. I am successful in using DJI care to have a new aircraft. However, it still hurt me to know that DJI care cannot be used if part of the camera or drone are missing. Missing parts after crash is common. The usefulness of DJI care is much decreased by this unreasonable restriction
1-26 19:43
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DJI Susan
Administrator

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fans775f4789 Posted at 1-26 19:43
Fortunately I am able to find the camera and gimbal after hours of search at crash site. I am successful in using DJI care to have a new aircraft. However, it still hurt me to know that DJI care cannot be used if part of the camera or drone are missing. Missing parts after crash is common. The usefulness of DJI care is much decreased by this unreasonable restriction

Sorry for the unpleasant experience. Your suggestion will be forwarded to the designated team for further review, hope they will consider it in the future. If there is anything else we can help, feel free to contact us.
1-27 23:33
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