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[SOLVED] Trying to purchase Care Refresh - number already in use
1811 32 2016-12-20
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Boardtalk
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@DJI Staff,

Hi folks,
Received my MAVIC today (Tuesday) and after work spent the late evening updating and having a general look around but haven't yet taken it out for a flight.

Have just tried to purchase Care Refresh but when I type in my SN number (which is found inside the battery compartment) it says, "Aircraft S/N You've purchased DJI Care for this aircraft before.", but I haven't.

I logged in and checked the SN number on this page, https://repair.dji.com/en/djicare/coverage and I can see it was activated on 4th November 2016, but I haven't even purchased Care Refresh yet.

As I type am trying to get through to sales chat but there's nobody available yet so am reverting to the forum. It's late here and I have to work in the morning.

Hoping DJI staff can help,
Thanks

2016-12-20
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hungdang
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Hi Boardtalk, You should contact DJI support
2016-12-20
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DJI Mindy
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Hello Boardtalk, could you please provide me with your aircraft SN? I'll help to look into it.
2016-12-20
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Doots
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It's DJI sending out refurbished units as new?
2016-12-21
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Boardtalk
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DJI Mindy Posted at 2016-12-21 07:11
Hello Boardtalk, could you please provide me with your aircraft SN? I'll help to look into it.

Hi Mindy,
My SN number is 08QDDAA012xxxx
Many thanks for taking a look.
2016-12-21
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Boardtalk
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Doots Posted at 2016-12-21 09:10
It's DJI sending out refurbished units as new?

The other persons care refresh is unused so I'm thinking its an error with printing the SN number.
2016-12-21
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Boardtalk
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hungdang Posted at 2016-12-21 02:45
Hi Boardtalk, You should contact DJI support

Hi Hungdang,
I was at work today and couldn't spare the time but once home, I contacted support this evening. Thanks for  the idea. Chatted on the chat thingy but to no avail, poor chap was as confused as I. Apparently I must now put my case to djicare@dji.com
Am off work tomorrow so will be making phone calls.... Aahhh had hoped to go for the maiden flight in the morning.
2016-12-21
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Boardtalk
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DJI Mindy Posted at 2016-12-21 07:11
Hello Boardtalk, could you please provide me with your aircraft SN? I'll help to look into it.

Any word Mindy?
2016-12-21
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Sgt_Throatpunch
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Can returns be sold as "new"?
2016-12-21
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stratosHD
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congrats you have free coverage courtesy of DJI .  Now out of joke, were you bought your bird? Might they have reselled it to you>?
2016-12-21
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DJI Mindy
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Hello Boardtalk, we had checked your information.
You purchased the Mavic with DJI Care Refresh at the same time.
It will be activated within two days after being shipped out.
If you have any further query, please feel free to let me know.
2016-12-21
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Boardtalk
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DJI Mindy Posted at 2016-12-22 06:27
Hello Boardtalk, we had checked your information.
You purchased the Mavic with DJI Care Refresh at the same time.
It will be activated within two days after being shipped out.

Hi Mindy,

I only received my Mavic on Tuesday the 20th December 2016 and purchased the Combo pack but not the Care Refresh. When I checked https://repair.dji.com/en/djicare/coverage it says start date was 4th November 2016 but at this time I didn't have my Mavic so wouldn't even have known what the SN number is. Also, the care refresh is not paired with my Mavic.

My fear is someone else has purchased Care Refresh using either the wrong SN number (which is my Mavic SN) or possibly, the unit was returned and I'm receiving a second-hand unit? Also, if I should need to use the Care Refresh, it will ship to the wrong address.

Can you please check the address for the Care Refresh against my address from my purchase order number.
My SN number is 08QDDAA012xxxx
My original purchase order number is 353092338xxxx

Additionally, I checked all email inbox's (spam box etc) and have never received an email relating to the Care Refresh service agreement.

Thanks
2016-12-22
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Boardtalk
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stratosHD Posted at 2016-12-22 03:28
congrats you have free coverage courtesy of DJI  .  Now out of joke, were you bought your bird? Might they have reselled it to you>?

Direct from DJI store on 26th Oct
2016-12-22
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Boardtalk
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Sgt_Throatpunch Posted at 2016-12-22 01:59
Can returns be sold as "new"?

God knows...
2016-12-22
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stratosHD
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Boardtalk Posted at 2016-12-22 21:52
Direct from DJI store on 26th Oct

oh thats really intriguing
2016-12-22
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DJI Mindy
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Boardtalk Posted at 2016-12-22 18:51
Hi Mindy,

I only received my Mavic on Tuesday the 20th December 2016 and purchased the Combo pack but not the Care Refresh. When I checked https://repair.dji.com/en/djicare/coverage it says start date was 4th November 2016 but at this time I didn't have my Mavic so wouldn't even have known what the SN number is. Also, the care refresh is not paired with my Mavic.

Thanks. I've pass your information to our related team.
If I get any update, I'll let you know.
2016-12-23
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Boardtalk
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DJI Mindy Posted at 2016-12-23 11:11
Thanks. I've pass your information to our related team.
If I get any update, I'll let you know.

Thanks Mindy, I'll keep you updated here.
2016-12-23
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DJI Mindy
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Boardtalk Posted at 2016-12-24 04:37
Thanks Mindy, I'll keep you updated here.

Our care team had checked your information.
It's someone else purchased DJI care fresh by using your SN.
They will help to correct it.
I'll let you know when you are able to purchased DJI care fresh.
2016-12-25
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Schwavic
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Sounds like someone fat-fingered the serial # when trying to buy Refresh for their own Mavic...
2016-12-25
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Boardtalk
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DJI Mindy Posted at 2016-12-26 02:39
Our care team had checked your information.
It's someone else purchased DJI care fresh by using your SN.
They will help to correct it.

Thank you Mindy, that's very good to know.
2016-12-26
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Boardtalk
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Schwavic Posted at 2016-12-26 03:26
Sounds like someone fat-fingered the serial # when trying to buy Refresh for their own Mavic...

Sounds like it all right
2016-12-26
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DJI Mindy
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Boardtalk Posted at 2016-12-26 21:48
Sounds like it all right

Hello, you are able to purchase DJI care refresh now.
Thank you for your patience.
2016-12-28
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Boardtalk
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DJI Mindy Posted at 2016-12-28 09:45
Hello, you are able to purchase DJI care refresh now.
Thank you for your patience.

Excellent! Thanks Mindy for all your assistance, I've successfully purchased Care Refresh.
Thanks a million.
2016-12-28
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DJI Mindy
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Boardtalk Posted at 2016-12-28 20:13
Excellent! Thanks Mindy for all your assistance, I've successfully purchased Care Refresh.
Thanks a million.

Happy to help! :-)
2016-12-29
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alvindji
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Hi Mindy,

I got my Mavic today and had the exact same problem I wrote to djicare@dji.com but somehow the support team is not fully understanding me on what is happening. Since I only 48 hours to buy the care refresh w/o going through the video verification so if you could help it would be awesome! My Zendesk ticket number is 415442.
2017-2-1
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DJI Mindy
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alvindji Posted at 2017-2-1 16:32
Hi Mindy,

I got my Mavic today and had the exact same problem I wrote to  but somehow the support team is not fully understanding me on what is happening. Since I only 48 hours to buy the care refresh w/o going through the video verification so if you could help it would be awesome! My Zendesk ticket number is 415442.

I have brought this to the attention of our support team.
They will help to follow up with you.
2017-2-2
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alvindji
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DJI Mindy Posted at 2017-2-2 19:58
I have brought this to the attention of our support team.
They will help to follow up with you.

Thanks Mindy! Will wait for the support team's email.
2017-2-2
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alvindji
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alvindji Posted at 2017-2-2 21:57
Thanks Mindy! Will wait for the support team's email.

Hi Mindy, I still have not heard anything from the support team and my 48 hours after activation is almost up. Will still be possible to skip video verification process if this is resolved after the 48 hour restriction since it was not my fault of delaying the purchase?
2017-2-3
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DJI Mindy
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alvindji Posted at 2017-2-3 09:35
Hi Mindy, I still have not heard anything from the support team and my 48 hours after activation is almost up. Will still be possible to skip video verification process if this is resolved after the 48 hour restriction since it was not my fault of delaying the purchase?

They should have replied your email on yesterday.
Could you please double check the mail box?
2017-2-4
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Bucefalo
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DJI Mindy Posted at 2017-2-4 03:16
They should have replied your email on yesterday.
Could you please double check the mail box?

Minji hi.. sorry i've a similar problem.. is not about Care refresh but about having the INVOICE
of my mavic.. i wrote already to several emails but i didn't get it !
my  order number: 8526007485902!
could you please send me the invoice? thank you
2017-2-4
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DJI Mindy
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Bucefalo Posted at 2017-2-4 04:29
Minji hi.. sorry i've a similar problem.. is not about Care refresh but about having the INVOICE
of my mavic.. i wrote already to several emails but i didn't get it !
my  order number: 8526007485902!

Hello Bucefalo, I'll bring this to the attention of our pre-sales team and make sure they send you the invoice.
2017-2-5
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fans72238e3f
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Hello Mindy, I have the same exact problem as OP. I have activated my new Mavic Pro Alpine White and found that Care refresh program was activated on 12/26/17. I purchased the drone on 1/2/18.

S/N: 08QCE9NA025CX1

Please help as I am running out of time for the activation window to expire. I have not flown the drone yet. Barely finalized the set up and calibration and initial firmware updates.

Thank you!
2018-1-5
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Boardtalk
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fans72238e3f Posted at 2018-1-5 00:54
Hello Mindy, I have the same exact problem as OP. I have activated my new Mavic Pro Alpine White and found that Care refresh program was activated on 12/26/17. I purchased the drone on 1/2/18.

S/N: 08QCE9NA025CX1

Hi There,
Sorry to learn you are having the same problem I had. It's best to start a new topic, if you haven't done so already, as the moderators will then realise its a new case/issue.
Am sure DJI will do there best to assist.
Good luck with your new drone.
2018-1-6
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