Hello,

I've been struggling with your customer (logistics) support about my lost package since last Tuesday. I got it delivered to a service point nearby, also got a confirmation it was ready for pick up but when I got there, there was no trace of my parcel. It was delivered at 1.33pm when the store was closed (from 1pm to 2pm). I tried to explain everything to DJI but no positive response. DHL told me they lost the parcel and have no idea about its whereabouts. I just want a full refund because I have no power to do anything more about it. I called and wrote tens of messages to both companies but I still got some robotic answers from DJI. It's case number 6077144.

DHL

DJI

DHL is the one who has to do the refund

DJI should definitely do better and either issue you a full refund immediately or send a new package, and since they know the serial number of your products they can disable their activation so that whoever stole your first package can't use it. And then they should deal with DHL, not bother you with this.

Anyway, good luck and I hope it gets resolved soon!

fichek Posted at 4-23 00:07
DJI should definitely do better and either issue you a full refund immediately or send a new package, and since they know the serial number of your products they can disable their activation so that whoever stole your first package can't use it. And then they should deal with DHL, not bother you with this.

Anyway, good luck and I hope it gets resolved soon!

I completely agree with you! I am just a middleman now waiting for a solution. It’s not my fault and it should be solved accordingly. I think the driver stole it.

Hi there, we are sorry for the inconvenience caused. We will confirm this issue with the corresponding team and get back to you asap.

Hi there, we got an update from the corresponding team that the investigation is still ongoing and our team is communicating with DHL. Our team will keep you updated via email. Hope you can wait for the email patiently.

DJI Mindy Posted at 4-23 01:53
Hi there, we got an update from the corresponding team that the investigation is still ongoing and our team is communicating with DHL. Our team will keep you updated via email. Hope you can wait for the email patiently.

Hi,
I completely understand but it takes so many days with only one reply a day from your logistics team or DHL. It's been already a week since the parcel got lost and I still don't have the drone or my money back. Nothing of this is my fault, someone from DHL stole the package I assume.

Ugh, I feel your pain. Had a similar UPS dance once. It was like waiting for a particularly slow turtle race—super frustrating!  DJI's hands are a bit tied when the carrier's the one who's got the ball.
Just keep those lines of communication open, and hopefully, your case will get the attention it needs. Hang in there, and good luck with the resolution!

mairu10 Posted at 4-23 02:12
Hi,
I completely understand but it takes so many days with only one reply a day from your logistics team or DHL. It's been already a week since the parcel got lost and I still don't have the drone or my money back. Nothing of this is my fault, someone from DHL stole the package I assume.

We understand your frustration very well. As our team replied in the email, it may take up to 8 business days for the DHL investigation. We will urge them to speed up the process and keep you updated via email. Please rest assured that we will pay close attention to your case. We appreciate your patience and understanding a lot.

Sachi Su Posted at 4-23 03:24
Ugh, I feel your pain. Had a similar UPS dance once. It was like waiting for a particularly slow turtle race—super frustrating!  DJI's hands are a bit tied when the carrier's the one who's got the ball.
Just keep those lines of communication open, and hopefully, your case will get the attention it needs. Hang in there, and good luck with the resolution!

Thank you so much for your support, they refunded the order today!

mairu10 Posted at 4-23 07:52
Thank you so much for your support, they refunded the order today!

You're welcome. If there is anything else we can help you with, please feel free to contact us.

mairu10 Posted at 4-23 07:52
Thank you so much for your support, they refunded the order today!

I’ve been waiting since Wednesday last week for my delivery. The following day, when I noticed it was not here, I contacted DHL and DJI. While I’m paying $1000 I’m without a drone and I hope to hear something soon. It’s been a long seven days.

mairu10 Posted at 4-23 07:52
Thank you so much for your support, they refunded the order today!

I’ve been waiting since Wednesday last week for my delivery. The following day, when I noticed it was not here, I contacted DHL and DJI. While I’m paying $1000 I’m without a drone and I hope to hear something soon. It’s been a long seven days.

djiuser_xFY2zs8tlCvL Posted at 10-24 08:39
I’ve been waiting since Wednesday last week for my delivery. The following day, when I noticed it was not here, I contacted DHL and DJI. While I’m paying $1000 I’m without a drone and I hope to hear something soon. It’s been a long seven days.

Hi, there
We apologize for the inconvenience.
Per checking the information you registered in the forum, we found that the package was delivered on Oct 22nd.
Could you please tell us have you received you it?
Should you have further questions or concerns, please do not hesitate to reach us.