Hey everyone,
I have read numerous threads on occasions where user's have sent there Phantom in for Repair and recieved a one with a completely different serial number. I myself have just experienced this and to be honest i would be completely happy if DJI would have let me know prior to do so, as i was quoted for a repair rather then a replacement. To top things off.. i was sent a used/refurbished unit. The unit that i had sent in for repair may as well have been brand new.
I had originally purchased my Phantom 4 at the end of August. Shortly there after i started noticing issues with a tilted horizon/gimbal. I attempted to fix the problem myself at home as per DJI Support discussion. After numerous calibrations and test, I had no luck fixing the problem so i contacted support again and a case number was created & the drone was to be sent in for assessment/repair. This process started on September 23rd, 2016.
My Original Items that i had sent in are as detailed below: Product Details: Product Name Serial Number Quantity
Phantom 4 Remote controller 045JDE26020441 1
Phantom 4 gimbal camera 07RDD5T0S400RG 1
Phantom4 aircraft (exclude RC, camera, battery and battery charger) 07DDD5U0B11962 1
An assessment and quotation for repair was sent to me on October 4th, 2016 I was under the impression that the following repairs/components were to be replaced/repaired.
Remarks: Warranty. Aircraft OR Gimbal has software/hardware issues Item Quantity Unit Price(USD) Total Price(USD)
Phantom 4 gimbal camera 1 379.00 379.00
Phantom 4 main control component 1 69.00 69.00
Service Charge 1 65.00/H 65.00 Freight: 0.00
Total Amount: 513.00
DJI Care deduction: 0.00
Total Payment: 0.00
I just received my Phantom 4 on October 20th,2016. Nearly a month after the the process had started. Keeping in mind that i had only owned the aircraft for 1 Month prior to having any issues. After opening the box and examining the aircraft that was sent to me it was brought to my attention that it is a completely different Unit. The aircraft that was sent to me was dirty (covered in small bug splatter etc, had markings & minor damage to the mesh portion underneath.
I went back and checked the email that included the contents that were being sent back to me and the Serial Number for the Aircraft is in fact different then the one i sent in. I even checked the aircraft name for safe measure via the DJI Go app and the name of the craft was set to Sophie's Drone. Needless to say i am not Sophie.
Product Details: Product Name Serial Number Quantity
Phantom 4 Remote controller 045JDE26020441 1
Phantom 4 gimbal camera 07RDD5T0S400RG 1
Phantom4 aircraft (exclude RC, camera, battery and battery charger) 07DDD3G0A10055 1
I apologize in advanced for the length read..
After contacting DJI about the matter and having conversation back and forth. It took 2 "escalations into the issue" via DJI to figure out why i was sent a replacement, and now DJI says that the only solution to this is
"Allow me to explain this matter for clarification. The Phantom 4 that you sent to our facility has deemed defective and needed a repair. But instead of repair, it was found out that total swap for the new unit is more efficient due to the defect of the unit. Sadly, we no longer have the old unit that you previously had.
We ensure that the replacement unit is at its best condition before sending it to you. If you encountered any issue, we can create for another RMA case for you."
If it was the same condition as my Phantom that i had sent in. I would have no issues at all. If i had wanted a refurbished used unit, i would have bought a refurb from DJI's website instead of spending over $1600 CDN.
I currently have a case open with DJI but i honestly don't see any help other then sending it back in and going almost an entire month without an aircraft.
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