Crowesnest
lvl.3
Flight distance : 119741 ft
Canada
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Over the last 4 or 5 months I noticed a deteriation in the quality of my video recordings. I tried several things but eventually realized that I needed to contact DJI service. After a quick couple of steps (reset IMU etc) they determined that I needed to send it in for evaluation and repair. I asked if there was a depot in Canada but was told it would need to go to the US. Anyone living in Canada knows the problems of sending an item cross-border for repair so I was nervous. It was made worse when I found out that they wanted me to use UPS, probably the worse company to use for cross-border deliveries.
20 years ago I had a $10 item shipped over-night from the US to Canada via UPS. It showed up in the local warehouse the next day as expected but then took UPS 2 weeks to get the package the 2 block between their warehouse and myself. First they wanted to charge me $60 brokerage fee on a duty free item that cost $10. Then they lost the package in their warehouse for several days, then it was lost on their delivery trucks, when I tried to pick it up directly from their warehouse, I was told that it was on the delivery truck, when it wasn't delivered I was told it was out on the wrong truck. I swore that I would never use UPS again. I even stopped using companies that would only use UPS for delivery. But after 20 years, surely things would have improved??
I was encouraged when I click on the link that DJI sent me. Not only was DJI paying the shipping but it had all of the necessary documentation to get through all of the various regulations so that there should be no hold ups getting it to the repair depot. I filled out all of the forms and took the package down to the UPS store and sent it on its way. It took 7 days to get to the repair depot (Oct 24), which I thought was acceptable. DJI processed it the next day (Oct 25) getting it into their system. It was assessed and a quote was provided to me the next day (Oct 26). The repair was completed, tested and readied for shippment on following day (Oct 27) with UPS picking it up the next day. It then went to a "Clearing review agency" (whatever that is supposed to be) on Oct 28. It arrived in my local warehouse on Nov. 2 saying that it would be delivered by end of day on Nov 3. I checked in the morning of Nov 3 but there was no notice that it was on the truck for delivery. Mid-afternoon on Nov 3rd I got an exception notification. When I checked, it said that it was being held at the warehouse. At 4 PM I had received a call from UPS saying that they needed a Commercial Invoice or a receipt showing the value of the shippment. I called back 10 minutes later and got sent to voice mail. I left a message asking to clarify what documentation would be needed and how would I get them that information. The next day by noon I still had not heard back from UPS. I called and left another message, asking them to call me. After another couple of hours, I still had not heard back from them. I called the 1-800 number for UPS and asked them how do I get a hold of the local people to get them the information. He didn't know but took the information that I had and added it into their computer system. Howerver, I know that customs will want to see a physical document before it is released. Still no call back. The tracking shows that the shippment is still on hold. Why do I get the feeling that this is deja vu from 20 years ago??
I don't know if this is a local thing with UPS or if this is nation wide but if you are in Canada and have to ship your UAV back to the US for repair be forwarned that this is not a simple straight-forward thing. Expects lots of hassels. I've never had problems with other shipping companies. FedEx, DHL, Purolator and even US Post are much better than UPS. it is too bad that DJI doesn't offer a choice. With that said, I don't know where the fault lies here. Is it UPS screwing up or did DJI not provide the necessary documentation to clear customs. Anyway, it took 7 days to come from Carson City to Winnipeg and it looks like its going to take at least 7 days, at best, to get from the UPS warehouse to my hands. Hopefully it won't be like the last time where it took 2 weeks.
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