Hi


I  recently bought the dji neo......whilst i was doing quick shots circle my drone went into some trees....i could not retrieve it,i had taken out the insurance when i bought it and i am trying to make a claim.

I got the message about not being able to fly the drone if found etc ...so i clicked on that and i have nothing after that so i dont know if the claim has gone through,i was not asked abt time date where or when or anything.
No emails or text messages to say what happens next


iIs this normal as i have never lost a drone before....i would of expected an email for conformation that my claim is going through ?

Regards Neil

Hi Neil,
We are sorry to hear about what happened with the Neo.
Could you please tell us if you have submit a flyaway case via this link: https://repair.dji.com/us/repair/flyaway
After a successful registration, a DJI customer service agent will contact you with a service solution.
You can also provide us with the case number(CAS), we will also pay close attention to it.
Should you have any further questions or concerns, please do not hesitate to contact us.

DJI Wanda Posted at 10-27 06:52
Hi, there
We are sorry to hear about what happened with the Neo.
Could you please tell us if you have submit a flyaway case via this link: https://repair.dji.com/us/repair/flyaway

I used the flyaway service on the app..i did this twice as i was not to sure if i did it wrong of something because i never got an email asking me questions or what dji were going to do.

DJI Wanda Posted at 10-27 06:52
Hi, there
We are sorry to hear about what happened with the Neo.
Could you please tell us if you have submit a flyaway case via this link: https://repair.dji.com/us/repair/flyaway

Just followed the link in your reply and now have a cas number 18842958-q2mr7

But i get this message
DJI Fly

    In order to ensure your service timeliness and experience throughout the entire process, we recommend that you upgrade DJI Fly to V1.13.8 or above and then operate as follows:..i dont know what version my neo was on as its only around  2 wks old and its gone and on the dji fly app it does not show it on it.

djiuser_r1b5udkoPFJ5 Posted at 10-27 10:06
Just followed the link in your reply and now have a cas number 18842958-q2mr7

But i get this message

Thank you for your response. We have located your case and would like to confirm if you would like to use the Flyaway replacement under the DJI Care service.

If you choose this option, we will inform the relevant team to proceed with the process. Please note that data analysis will not be conducted if you opt for the replacement service under DJI Care.

DJI Wanda Posted at 10-28 03:05
Thank you for your response. We have located your case and would like to confirm if you would like to use the Flyaway replacement under the DJI Care service.

If you choose this option, we will inform the relevant team to proceed with the process. Please note that data analysis will not be conducted if you opt for the replacement service under DJI Care.

If you choose this option, we will inform the relevant team to proceed with the process. Please note that data analysis will not be conducted if you opt for the replacement service under DJI Care.


please can you explain to me what this means?
regards Neil

djiuser_r1b5udkoPFJ5 Posted at 10-28 03:28
If you choose this option, we will inform the relevant team to proceed with the process. Please note that data analysis will not be conducted if you opt for the replacement service under DJI Care.

Hi Neil, if you need to use the Flyaway replacement under DJI Care, we will skip the data analysis process and send you the replacement item directly to ensure you receive it as soon as possible.

After checking in the case, we found the replacement item has been sent out by DHL, and you are supposed to receive the notification. Please kindly keep an eye on the delivery. If you have any further inquiries, please feel free to contact us!

DJI Wanda Posted at 10-27 06:52
Hi Neil,
We are sorry to hear about what happened with the Neo.
Could you please tell us if you have submit a flyaway case via this link: https://repair.dji.com/us/repair/flyaway

Hi
Thanks for all the help you gave me.
I have now recieved my new drone.
Regards Neil

djiuser_r1b5udkoPFJ5 Posted at 10-30 07:43
Hi
Thanks for all the help you gave me.
I have now recieved my new drone.

Hi, Neil
Thanks for your feedback.
We are glad to know that you finally received the new drone.
Kindly remind you to check if everything is good when you are free of time.
Should you have any further questions or concerns, please do not hesitate to contact us.

DJI Wanda Posted at 10-30 19:26
Hi, Neil
Thanks for your feedback.
We are glad to know that you finally received the new drone.

No worries ...credit where its due and you and dji deserve it.