A big problem for  DJI Care Refresh!!

I am a German and my first DJI Osmo Pocket I bought in December 2018 by DJI in Germany.
On a journey, the Pocket sunk by my carelessness in the sea in New Sealand.
In Melbourne, I bought a new pocket because my trip was not over yet.

Now I wanted to complete DJI Care Refresh. But this does not work, because I bought the Pocket not in Germany, but in Australia. The DJI support asked me to write the specialists at DJI Care Support, maybe they can make an exception for this case. From the answer I was very disappointed !!
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We admire the exceptional interest in DJI Care Refresh plan. We are sorry for the inconvenience you are having right now and we thank you for bringing this issue to our attention.
Kindly be advised that the DJI Care Refresh only works within one coverage region. DJI Care Refresh and the corresponding product must be purchased from the same country or region. And DJI Care Refresh only can be used in the country or region where it was purchased. If the unit was purchased in Australia, the DJI Care Refresh is eligible to use and purchase in Australia only. In as much as we wanted to help you, DJI as a policy that we need to adhere to.
But this does not mean you're not the least priority. We are working hard on that as DJI trying to expand its coverage to reach customers globally. Once there is an update it should be posted on our official website.

Your kind understanding and cooperation are much appreciated.
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The answer was very disappointing !! - My problem can not be solved by DJI.

Hi Udo13, we are so sorry for the inconvenience caused, according to current policy, we do not support global warranty and the product and the DJI Care Refresh must be purchased from the same country.
Moreover, if you need the warranty service in the future, the device will need to be sent to the official repair center in Australia, the Germany repair center can only provide the paid service. Sorry again for this situation and appreciate your understanding.

DJI Mindy Posted at 7-2 00:47
Hi Udo13, we are so sorry for the inconvenience caused, according to current policy, we do not support global warranty and the product and the DJI Care Refresh must be purchased from the same country.
Moreover, if you need the warranty service in the future, the device will need to be sent to the official repair center in Australia, the Germany repair center can only provide the paid service. Sorry again for this situation and appreciate your understanding.

Hello,
so if I bought my Osmo Pocket on Amazon.fr in which country would it be "affiliated" as it can be a UK product or DE or any other EU country ?

DJI Mindy Posted at 7-2 00:47
Hi Udo13, we are so sorry for the inconvenience caused, according to current policy, we do not support global warranty and the product and the DJI Care Refresh must be purchased from the same country.
Moreover, if you need the warranty service in the future, the device will need to be sent to the official repair center in Australia, the Germany repair center can only provide the paid service. Sorry again for this situation and appreciate your understanding.

No, I absolutely do not understand that.

Is not it possible to overwrite the warranty for the DJI Osmo Pocket purchased in Germany on the replacement camera?
DJI incur no additional costs or risks. Because the first camera is no longer available.

Doesn't make sense.  Usually any valid warranty is tied to the product that is covered, regardless of where it was purchased.  Not sure if DJI is using a third party to provide coverage or they are using their own policies.  The whole purpose for warranty/coverage is to provide insurance of services/product availability, in the event of a mishap or malfunction.

Thanks for sharing

It has always been this way, but having said that, products should carry this health warning as a minimum, I can see why dji use regional warranty system as it clamps down on illegal movements of their goods .
But in your case and with all care refresh products they should be supported worldwide for all products, it’s an anomaly and it should be sorted out, but until it is, all dji products should carry this warning on the front of all packaging.

source05 Posted at 7-2 01:23
Hello,
so if I bought my Osmo Pocket on Amazon.fr in which country would it be "affiliated" as it can be a UK product or DE or any other EU country ?

Hi source05, it is recommended to purchase from our authorized platform: https://www.dji.com/where-to-buy
With the serial number, we can help check which country it is from.

Udo13 Posted at 7-2 08:25
No, I absolutely do not understand that.

Is not it possible to overwrite the warranty for the DJI Osmo Pocket purchased in Germany on the replacement camera?

That is not possible, you purchased a new Osmo Pocket from Melbourne, it has nothing to do with the first device, the warranty is unable to be overwritten. All these have been explained in our policy and hope for your understanding.

Unfortunately, I live in a foreign country! With rare exception, repairs need to be sent off to China!

DJI Mindy Posted at 7-2 19:09
Hi source05, it is recommended to purchase from our authorized platform: https://www.dji.com/where-to-buy
With the serial number, we can help check which country it is from.

Hi DJI Mindy, thank you for your answer.
The next physical selling platform is several hundred KM away so I ordered it on Amazon, but do I understand it right from your answer that Amazon isn't a authorized platform to buy your product from ? I am new to this kind of warranty and costumer service as usually warranties are cross country or at least by continent.
I've send you the SN number by PM.
Thanks a lot for your help

Thanks for bringing this crazy situation to our attention Udo. I can understand the warranty situation. Canon have a similar policy on their camera bodies - mainly to avoid grey imports. However, Canon lenses have a worldwide warranty. This suggests to me that the manufacturer can provide worldwide warranty - if they want to. Having to return a uni to country of purchase is crazy and I'm sure DJI will lose sales as a result.

I think what bothers me most is that your loyalty to the DJI brand has only been met with a totally inflexible warranty system - looks like loyalty to DJI doesn't count for much - its the DJI way or the highway

source05 Posted at 7-2 20:49
Hi DJI Mindy, thank you for your answer.
The next physical selling platform is several hundred KM away so I ordered it on Amazon, but do I understand it right from your answer that Amazon isn't a authorized platform to buy your product from ? I am new to this kind of warranty and costumer service as usually warranties are cross country or at least by continent.
I've send you the SN number by PM.

We have official store in Amazon, but there are also many sellers in Amazon that we cannot guarantee all of them are authorized stores. Please check the recommended reseller here: https://www.dji.com/where-to-buy
I will reply to your PM about your device.

I ran into problems of a different kind - in Melbourne, where I live.  Udo13, I hope you enjoyed your visit here!

When I purchased my Pocket it had only just become available in Australia.  The DJI Care product was not available.  When it did become available, I was not permitted to buy it because by then my Pocket was more than 30 days old.  So much for looking after keen early customers!

Neo Supreme Posted at 7-2 08:48
Doesn't make sense.  Usually any valid warranty is tied to the product that is covered, regardless of where it was purchased.  Not sure if DJI is using a third party to provide coverage or they are using their own policies.  The whole purpose for warranty/coverage is to provide insurance of services/product availability, in the event of a mishap or malfunction.

I can fully support this statement.
For me, it unfortunately means that I have no guarantee for the subsequently purchased DJI Osmo Pocket during the trip.

Because the camera in warranty send from Germany to Australia and than return you can forget.
I am very disappointed. I've never experienced that in any product.

Gelert Posted at 7-2 21:49
Thanks for bringing this crazy situation to our attention Udo. I can understand the warranty situation. Canon have a similar policy on their camera bodies - mainly to avoid grey imports. However, Canon lenses have a worldwide warranty. This suggests to me that the manufacturer can provide worldwide warranty - if they want to. Having to return a uni to country of purchase is crazy and I'm sure DJI will lose sales as a result.

I think what bothers me most is that your loyalty to the DJI brand has only been met with a totally inflexible warranty system - looks like loyalty to DJI doesn't count for much - its the DJI way or the highway

Thank you for your explanations.
I feel the same way. I also assumed that for the camera bought abroad, the same warranty still applies as for my first purchased camera in Germany. That for this specific case DJI can make no exception, I absolutely can not understand.
However, Dji can be sure that I will announce this condition in all video forums in which I work.

Whether I'll buy a camera from DJI under these circumstances is very questionable.

fansfe82067d Posted at 7-3 04:15
I ran into problems of a different kind - in Melbourne, where I live.  Udo13, I hope you enjoyed your visit here!

When I purchased my Pocket it had only just become available in Australia.  The DJI Care product was not available.  When it did become available, I was not permitted to buy it because by then my Pocket was more than 30 days old.  So much for looking after keen early customers!

Yes, we really enjoyed it in Melbourne.
I am still very satisfied with the DJI Osmo Pocket.

But I am very disappointed with DJI.
Now I have to ask myself again and again, why I still praise the product.

Certainly there are rules for warranty. But exceptions can be made for special situations.
I live in Germany, bought my camera in Germany. Unfortunately the Pocket was lost abroad and I bought a spare camera abroad.

"Yes Udo, for this exceptional case, you will receive from DJI the warranty conditions as for the first camera purchased in Germany"


I hope I get this answer.

I think DJI use third party insurance to cover for DJI care, so unless they can settle it with the same insurance company world wide, it is unlikely that DJI care will become a global cover thing

So then what about us , I’m living in Morocco where there is no dji store and i bought my drones from spain, then i can’t benefit from care refresh , as a consumer I’m paying the full price of dji products when purchasing them and then we got discriminated because Dji didn’t offer there services in africa , I’ve been a loyal client to dji but now I began thinking about new alternatives

DJI is a Chinese company. When dealing with issues,  you're dealing with a Chinese company. Good luck with that.
It's not like dealing with most Western companies where, although the product is likely manufactured in China, you deal with the Western company and they deal with China.

i broke one of the arms off my mini 3 after hitting a tree can this be repaired? i can not  get care refresh as i brough the product overseas ?

DJI will fix/replace their products at a cost. And, in most cases, they have to go to China and back.

djiuser_1UwZmTtrgukr Posted at 2022-12-30 13:00
So then what about us , I’m living in Morocco where there is no dji store and i bought my drones from spain, then i can’t benefit from care refresh , as a consumer I’m paying the full price of dji products when purchasing them and then we got discriminated because Dji didn’t offer there services in africa , I’ve been a loyal client to dji but now I began thinking about new alternatives

Hi there, we are sorry for any inconvenience. Hope you understand that DJI Care Refresh is only available to customers in the U.S., Canada, EU countries, the UK, Switzerland, Norway, Australia, Hong Kong, Taiwan, Japan, South Korea and Mainland China. To ensure that you can enjoy the services normally, DJI Care Refresh and the corresponding product must be purchased from the same country or region.

djiuser_SlcNC3NcbzLX Posted at 1-4 04:27
i broke one of the arms off my mini 3 after hitting a tree can this be repaired? i can not  get care refresh as i brough the product overseas ?

Hi there, we are sorry to hear about the accident. We recommend that you start a case through the link below and send the drone in for diagnosis and repair. http://www.dji.com/support
DJI Care Refresh is only available to customers in the U.S., Canada, EU countries, the UK, Switzerland, Norway, Australia, Hong Kong, Taiwan, Japan, South Korea and Mainland China. To ensure that you can enjoy the services normally, DJI Care Refresh and the corresponding product must be purchased from the same country or region.

I am from Australia and purchased my drone in Hong knog. I
had a small crash and had to send my mini 3 for a repair nothing major just a broken arm once the the repair was done they change the serial number and then i got an email saying i was able to get dji care which i did i now have fly away and replacmeant cover. this may assist you guys in been able to get the cover.