Hi.

Basically, have a Mini 3, gimbal came off on one side, even though never crashed It.

I made sure the day I got the drone to buy 1 year standard CCare Refresh.

Having contacted DJI....they said I could basically, avoid the whole inspection/estimate/repair service, by paying £39, which would take it from any hassle of repair and quotes etc etc and they would ship me a new drone which would be much fasr=ter.

However, for some reason, It just says It's been stuck In customs since Friday.

This Is as well, DJI told me that within 2 days I would get a UPS shipping label, that never came soI had to dip into my own pocket, yet again andfork out approx £15.00 for first class shipping the drone (no battery) back to dJI.

Anyone experienced the who Express side of things?

was kinda hoping to be flying sometime this weeek, but god knows.

DJI - Can you help me? (as you know, you will see In the past I've bought your Mini 2 series twice, the Mini Pro Twice, plus also has 2 x DJI Osmo action cameras - all with care refresh, so it may be possible to say, I've spent a whole lotta money and am loyal to the brand.


CAS-13167043-S2H2L4

thanks
Matt

Hi, there. We apologize for any inconvenience this has caused. This is not the kind of experience we want you to have. We'll forward this to our relevant team for further assistance. Please keep an eye on your email for more updates. Thank you for your understanding.

DJI Diana Posted at 7-3 15:31
Hi, there. We apologize for any inconvenience this has caused. This is not the kind of experience we want you to have. We'll forward this to our relevant team for further assistance. Please keep an eye on your email for more updates. Thank you for your understanding.

thanks....Just checked agaIn today...still same place it was nearly 5 days ago.....now I'm thinking why oh why did I think i was clever by avoiding the whole ispection of the drone stuff, but paying for Express....lol

Staffydog33 Posted at 7-4 03:21
thanks....Just checked agaIn today...still same place it was nearly 5 days ago.....now I'm thinking why oh why did I think i was clever by avoiding the whole ispection of the drone stuff, but paying for Express....lol

We are sorry for the inconvenience caused.  As per checking, the shipping label was sent to you on 26 July via email, you did not receive it at that time, right?
Because the package is now sent to DJI by your label, could you please contact the courier and help to provide an update? We hope to receive your package soon and send out the replacement asap.

DJI Susan Posted at 7-4 03:44
We are sorry for the inconvenience caused.  As per checking, the shipping label was sent to you on 26 July via email, you did not receive it at that time, right?
Because the package is now sent back by your label, could you please contact the courier and help to provide an update? We hope to receive your package soon and send out the replacement asap.

WHAt??

aRE YOYU TELLING ME THAT MY BROKEN DRONE IS BEING SENT BACK TO ME, AFTER i PAID extra FOR dji CAREEXPRESS? £39 + Care Refresh, plus approx £15.00 postage to you, not it's coming back to me still busted?

It said I email to me that If i did NOT get a UPS shipping label within 2 days I would have to send it myself, so I did what you told me to do, now after all this waiting, it's being sent back to ME, still busted??

Staffydog33 Posted at 7-4 14:27
It said I email to me that If i did NOT get a UPS shipping label within 2 days I would have to send it myself, so I did what you told me to do, now after all this waiting, it's being sent back to ME, still busted??

Received Payment Notification


Dear DJI Care Customer,


We have received your payment for DJI Care Express (product: DJI Mini 3, case number: (CAS-13167043-S2H2L4 ).

Please check your email within 48 hours for a Shipping Label and send in the product under the CAS-13167043-S2H2L4. Please do not pay for other duplicated created cases if there has.

Your replacement will be shipped as soon as possible after original product has been received and inspected.

To track the status of your case, please use the following link: PROGRESS INQUIRY.


Note:
1) DJI Care Express Covered Parts List

For the DJI AIR 2S, DJI FPV, DJI Mini series, Mavic series and the Spark series: aircraft × 1, gimbal × 1, camera × 1, propellers (pair) × 2, and battery × 1.
For the DJI OM Series, DJI Pocket 2 and Osmo series: camera × 1 and battery.
For the DJI RS2, DJI RSC2 and Ronin series: gimbal × 1 and grip × 1.
For the Phantom series: aircraft × 1, gimbal × 1, camera × 1 and propellers (pair) × 2.
For the Inspire 2: aircraft × 1 and propellers (pair) × 2.
For the Zenmuse series: gimbal × 1 and camera × 1.


2) Please send back the DJI parts mentioned in the covered part listed above, which are defect and should be replaced. Then DJI will provide you with the corresponding replacement(s). To speed up progress, there is no need to send back parts not in the list.

*To speed up the logistics progress, it is recommended not to send back the normal functional parts.

*If your battery cannot be shipped out or is rejected by the courier due to severe damage, please reach to Care Inquiry to provide proof of damaged battery in form of photos or videos, a replacement battery will be provided after photo/video verification.



This is an automated message. Any replies to this message will not be monitored.


For further questions, please feel free to contact our support via:


Phone:
German service:  (Free for DE) 08009906990; (Free for AT) 0800005090; (Free for CH) 0800 55001; Other countries: +49 9771 906 990  8:00AM – 5:00PM  UTC+1

English service: +31 20 654 5202 9:00AM- 5:00PM (UTC+1)

Chat: CHAT INQUIRY  (Mon-Fri 8:00AM – 5:00PM UTC+1)



Thank you for your support!

Best Regards,

DJI Support

This was from JUNE 17th from somebodycalled Clement:

"Add on to your concern on the estimation of replacement time, please be advised that replacement turnaround time is within 1 business day after we received the device and it is excluding inbound and outbound shipment time.

I hope this information is helpful. Should you have any other inquiries, please don't hesitate to reply directly to this email. I will be more than happy to help. We are here for you always!

Thank you for choosing DJI and have a great day.
"

WT??

This is what I was sent on 16.06.2023:

DJI Care Express - EXPRESS - WHAT the ? Do you know how many £THOUSANDS of UK Pounds I have spent with you..OMG!
       
CAS-13167043-S2H2L4
       
DJI Mini 3
       
2023-06-16 02:10

"DJI Shipping Information：Bijdorp-Oost 6, 2992LA, Barendrecht, The Netherlands
DJI REPAIR DEPT
1. If you have an active DJI Care (except Non-EU version) contract for your product or if your product is within its warranty period, you will receive a shipping label via email within two working days. Otherwise you will have to send in your product by yourself.
2. If the logistics carrier loses your package, you should contact the logistics carrier yourself, and you might bear the loss depending on the logistics carrier's policies.
3. If you are in a non-EU country, you need to write "Defective Component - No Commercial Value" on the invoice and send the invoice with your products."

QUOTE:

"1. If you have an active DJI Care (except Non-EU version) contract for your product or if your product is within its warranty period, you will receive a shipping label via email within two working days. Otherwise you will have to send in your product by yourself."

So I did, 1st class tracked....after paying for care refresh, then paying again for £39 care express upgrade....the "15.00 shipping...only to be told that the care express is sooooo fast, we are sending back to you, still broken...OMG!!!!

as stated here, it's on YOU to get in touch:

"Pending
This item is still being assessed by the destination customs authority. If any further information is required before release they will contact the recipient directly"

Staffydog33 Posted at 7-4 14:41
This was from JUNE 17th from somebodycalled Clement:

"Add on to your concern on the estimation of replacement time, please be advised that replacement turnaround time is within 1 business day after we received the device and it is excluding inbound and outbound shipment time.

We are sorry for the inconvenience caused. Based on the information we have, your package is currently stuck in customs with the courier that you are using to send the device to us. We suggest that you get in touch with the courier immediately and provide us with an update. When we receive a courier update, we'll forward it to the relevant team so they can help us ship the replacement back as soon as possible. Thank you for your understanding and patience.

PLUS, DJI, I filled in the correct CN22 form which is all I needed to complete, the fact that it is stuck in your country, in your customs, after me paying for care refresh, then upgrading to dji express on your advice plus the £15.00 It cost me to send, if you think I'm just going to accept it after pouring my own personal fortune into buy just about every product you have made, sometimes twice over, 1: In no way on God's green earth am I going to let this go.

How you can ever CONSIDER treating not just a fan, but a SUPER fan off your products who has worked his butt to the bone to BUY all your products, Just makes things not all that very nice of you.

So, I'm sorry, I'm not going away, If I exaust all avenues, hey, I may only has 40,000 subscribers, but If I have to, I will simply have to tell them the 100% truth as a LOT of them are huge fans of DJI too.

Hey, i'm LUCKY, I didn't pull the trigger the other day and purchase yet ANOTHER DJI Osmo Action 3.....go check my dashboard...I have mini 3 pros, min 2s, mini 3 osmo actions - all with care refresh etc.

Staffydog33 Posted at 7-4 18:38
PLUS, DJI, I filled in the correct CN22 form which is all I needed to complete, the fact that it is stuck in your country, in your customs, after me paying for care refresh, then upgrading to dji express on your advice plus the £15.00 It cost me to send, if you think I'm just going to accept it after pouring my own personal fortune into buy just about every product you have made, sometimes twice over, 1: In no way on God's green earth am I going to let this go.

How you can ever CONSIDER treating not just a fan, but a SUPER fan off your products who has worked his butt to the bone to BUY all your products, Just makes things not all that very nice of you.

Sorry for any confusion caused and difficulties you encountered, please rest assured, we will walk through this with you. Please rest assured, if the courier contacts us for any information, we will get back to the courier. For the progress update, we will also keep an eye on the status. Thank you for your kind understanding.

YOU have to contact them DJI:
Pending
This item is still being assessed by the destination customs authority. If any further information is required before release they will contact the recipient directly
Tracking numberE400200127GB
Service used:International Tracked

LOL I Even asked Bing A.I.

"If you have paid for DJI Care Express and have correctly filled out the customs forms, then it is likely that DJI is processing your request. However, customs processing can still take time and there may be delays due to various reasons. It would be best to contact DJI customer service for more information on the status of your request."

Matt

"It sounds like DJI is trying to resolve the issue by sending you a prepaid UPS label. If you don’t receive the label within the specified time frame, you could try contacting DJI again to follow up on the issue. If you do end up having to send the package yourself and pay for it, make sure to keep all receipts and documentation so that you can request reimbursement from DJI."

Yup, I aagree with that Facebook member of the DJI UK group.

All I want Is what I was promised and paid for, otherwise, I have all the emails, shipping evidence ettc and I will Escalate more and more and higher and higher.

Matt.

Please, ONLY clcick like If you agree with me and DJI is being unfair.

another day another screenshot:

Staffydog33 Posted at 7-6 09:16
another day another screenshot:

Hi. We are sorry for the inconvenience caused. We have already forwarded this concern to our dedicated team for further assistance. Please also keep an eye on your email for further updates. We appreciate your understanding in this matter.

Check this out, dated today...and i paid extra on top of care refresh....paid an extra £39.00 to make it care EXPRESS!!!

1: send me what you promised

2: Send me a full refund for the cost of the drone

3: Sorry, but this is DISGRACEFUL behaviour, i will esculate this and claim for compensation plus make sure people get the truth about this.

Matt

So far 155 people have clicked like in support of me....wtf are you doing DJI?

Wahooooo..so happy.

Paid £39 on top of the current care refresh so it would be upgtaded to Care Express and gues what.....10 days gone buy since customs first got it and CUSTOMS STILL GOT IT!!

Matt

Staffydog33 Posted at 7-10 13:23
Wahooooo..so happy.

Paid £39 on top of the current care refresh so it would be upgtaded to Care Express and gues what.....10 days gone buy since customs first got it and CUSTOMS STILL GOT IT!!

We are sorry for the waiting, we are eagerly waiting for your package to arrive at our repair center as you do, so we can send the replacement to you.

We had asked the corresponding team to seek their suggestion as your package is sent to us on your shipping label. We will keep you updated. If it is convenient, you can also contact the shipping company for the shipping status.

To clarify the ￡39 you paid, it is the replacement fee (deduction) for the drone to use DJI Care Refresh.
Paying it when you start the service claim will speed up the process after DJI receives your package, that is DJI will send the replacement once your drone arrives at our repair center.
Hope this clarifies the concerns about the fee you paid. Thank you for your understanding.

Geez, another day since I paid to upgrade from care refresh to express.

11 days it's been stuck with customs, with all proper customs stuff filled out etc,,,,,progress??

NONE!

3 days ago I had email from DJI saying they were looking Into it.

Still nothing?

Will I be getting what I was promised, a superfast turnaround and a new drone?

defo not superfast.

I bet you whatever It takes a week or a year to get It back, they will not offer a gesture of at least my £39 back.

DEFO they will not Just be caring and send me one anyway, It's not as If this Is the 7th DJI drone I have bought, along with DJI action cameras and all the extras etc.

I've spent THOUSANDS of my hard earned pounds on this equipment and this Is the way I get treated?

DJI - why don't you do the right thing?

I wanted to purchase another DJI Action 3 - NO chance, not until I get my drone back.

I've made duplicate copies of my tracking number, which I had to yet again, FORK OUT MORE money, since It clearly says on their site "if you have no UPS label In two days, you will have to send it In yourself"

So I did, I literally went to the postage and said the fastest most trackable way please, made sure,  as I'm no newbie, to properly fill In all customs Info.

It hit customs In 2 days, since then nothing, you go on DJI chat, they don't get back to you, you email them they say you will get to me you don't

Even now I've had this totally beyond messed up situation, I would STILL buy from DJI, as long as I get the new drone they promised etc.....It's only a non-pro mini 3 for god’s sake, not a fully kitted up Matrice!

Do you really think I'm going to take this much longer?

Hey, If I have to I will fly to the Netherlands and ask where Is my drone, because I'm being treated like some kinda mug.

Matt

wow - still aint progressed.

??

i knew on top of refresh the "39 extra to make it express would be faster, just like they advised!

NOT

Matt

just got off live chat.....

We are sorry for the waiting, we received the reply from the logistics department, the clearance information was uploaded to the courier's website. We hope there will be an update soon.

We are sorry for any confusion caused in your case, but we will still love to clarify the sentence:
"1. If you have an active DJI Care (except Non-EU version) contract for your product or if your product is within its warranty period, you will receive a shipping label via email within two working days. Otherwise, you will have to send in your product by yourself."
It refers to that if the product does not have DJI Care Refresh and is outside of warranty period, the owner will need to send the drone in by himself.
And per your case, the payment was made and confirmed on 26th June, and the shipping label was sent to you the same day, we are sorry if you did not receive it.
I am not saying this as a belated action, but to clarify your concerns.
And now your drone is still in customs, anything we can do to help with the process, we will do. However, we also hope for your cooperation.
Once the package arrives at our repair center, we will replace the product for you. Thank you for your kind understanding.

Look, I had care refresh, but I was told that if I pay an extra £39 I could upgrade to Care Express, which would be faster as DJI said It will not need inspection or repair etc, soon as they get my drone, they will send me a new one out,, so thats what I did..

It's been stuck In customs on your end for 12 days now and as you can see In the screenshot above, I was told someone would email me yesterday, but they didn't!

This is unfare and not right.

Matt

DJI Susan Posted at 7-11 06:37
We are sorry for the waiting, we received the reply from the logistics department, the clearance information was uploaded to the courier's website. We hope there will be an update soon.

We are sorry for any confusion caused in your case, but we will still love to clarify the sentence:

Thankyou for the update.....i appreciate it

Matt

Staffydog33 Posted at 7-12 01:05
Look, I had care refresh, but I was told that if I pay an extra £39 I could upgrade to Care Express, which would be faster as DJI said It will not need inspection or repair etc, soon as they get my drone, they will send me a new one out,, so thats what I did..

It's been stuck In customs on your end for 12 days now and as you can see In the screenshot above, I was told someone would email me yesterday, but they didn't!

Sorry, please allow me to clarify again. The £39 you paid is the replacement fee of DJI Care Refresh, as long you decide to use the DJI Care Refresh, there is a replacement fee.

Paying it while you create the case is just to escalate the process of DJI handling the package after the package is received by our repair center, that is to send the replacement directly without having to go through the damage assessment, paying the DJI Care Refresh replacement fee, and so. Therefore, the process will be faster than the regular repair process.

Therefore, we will still need to wait for your package to arrive before we ship the unit.
Hope for your kind understanding.

Now, let me clarify, i DO NOT have to pay for a replacement fee, I am sick and tired of having to get this through to DJI chat, but they understood.

When I first bought the Mini 3 I bought the standard CARE REFREESH.......BUT, when It developed an error with the gimbal, I was asked IIf I would like to pay £39 to advance to CARE EXPRESS....so It would be faster, all I have to do Is send the drone back and the day they get It I will Immediately be sent a replacwement....FREE....coz of me paying £39.00 on top of the care refresh I already had so I have FULL CARE EXPRESS - bypassing any diagnnostics and repair process etc.

See, I have already paid ages ago!

Express service? 2 weeks, still in customs.

The cheek saying i have to pay more, look at the following airdata badge of mine, i'm a loyal DJI fan and spent £££ THOUSANDS with you, If anything I shouild be compensated for NOT getting what I paid for EG: Care express:

Quote from email:

"Add on to your concern on the estimation of replacement time, please be advised that replacement turnaround time is within 1 business day after we received the device and it is excluding inbound and outbound shipment time."

I remember when I sent my Mini 3 pro went in for repair under standard care refresh, DJI took a couple of days longer than usual, which was ok with me, but still they were kind enough to include an apology card and the DJI bag as a gift, which was so nice of them.

already paid, already told and i have the email that as I have already paid the £39 It will be sent immediately.


still in customs 2 weeks later.

Even action camera, I spend all my money with dji

paid 26th June....so much for express service so far, 2 weeks its been in your country, me done-less for a LONG time!

Hi everyone! I want to get my first drone for awesome videos while I travel. I have decided on the DJI Mini 3 Pro and can't decide which remote to get (RCN1 or RC) You guys are the pros and I wanted some feedback. Thank you!!!

I have already done a lot research on this topic and I am leaning towards the RC purely because it is newer. I have an Iphone 13 pro which is what I would use if I got the rcn1. Thanks in advance for all the feedback!!!

Staffydog33 Posted at 7-13 06:21
Now, let me clarify, i DO NOT have to pay for a replacement fee, I am sick and tired of having to get this through to DJI chat, but they understood.

When I first bought the Mini 3 I bought the standard CARE REFREESH.......BUT, when It developed an error with the gimbal, I was asked IIf I would like to pay £39 to advance to CARE EXPRESS....so It would be faster, all I have to do Is send the drone back and the day they get It I will Immediately be sent a replacwement....FREE....coz of me paying £39.00 on top of the care refresh I already had so I have FULL CARE EXPRESS - bypassing any diagnnostics and repair process etc.

Sorry, but please allow me to clarify again. DJI Care Refresh is not a free service, there will be an additional replacement fee, as you can see on the website https://www.dji.com/uk/support/service/djicare-refresh/faq. Please rest assured, the ￡39 is the replacement fee under the DJI Care Refresh when you use the replacement service.