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DJI Care Refresh refund?
1067 26 2017-3-13 23:21:01
fans31441475
Student Pilot
Flight distance : 201115
United States
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Hi all. I'm just hoping someone can steer me in the right direction since 2 email requests have gone unanswered. Maybe I'm not getting to the right department?
  
  
I purchased the Mavic Pro fly more combo from Newegg (through the DJI official store) and it was defective. No matter what I did the compass would constantly give errors and require to be recalibrated. Anyway, I ended up returning to the retailer for a replacement but I purchased the DJI care refresh on the unit I returned and need to get a refund for that plan. Sent two emails with the information to the sales email but haven’t had any response?
  
  
I've since received the replacement and purchased a refresh plan on the new one. Just need some support help on how to get a refund for the first plan.
2017-3-13 23:21:01
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DJI Natalia
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Japan
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That must have been frustrating for you, we'll forward this concern to the appropriate department and get it sorted out shortly.
Would you please help us confirm your e-mail address? We'd love to help you handle it soon.
2017-3-14 01:27:40
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fans31441475
Student Pilot
Flight distance : 201115
United States
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DJI Natalia Posted at 2017-3-14 01:27
That must have been frustrating for you, we'll forward this concern to the appropriate department and get it sorted out shortly.
Would you please help us confirm your e-mail address? We'd love to help you handle it soon.

I sent you a PM with my email DJI Natalia. Thank you for reaching out!
2017-3-14 08:28:03
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DJI Natalia
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China
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fans31441475 Posted at 2017-3-14 08:28
I sent you a PM with my email DJI Natalia. Thank you for reaching out!

No problem, I got your e-mail address, we've sent you an e-mail to help you deal with the case, looking forward to hear from you.
2017-3-14 18:13:21
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fans31441475
Student Pilot
Flight distance : 201115
United States
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DJI Natalia Posted at 2017-3-14 18:13
No problem, I got your e-mail address, we've sent you an e-mail to help you deal with the case, looking forward to hear from you.

I sent the information that was requested. Thank you. For the prof of return for the Mavic I attached a screen shot of the RMA from the retailer. Is that going to be ok? I wasn’t sure how else to show that the defective Mavic was indeed returned.
2017-3-15 00:12:20
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DJI Natalia
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Japan
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fans31441475 Posted at 2017-3-15 00:12
I sent the information that was requested. Thank you. For the prof of return for the Mavic I attached a screen shot of the RMA from the retailer. Is that going to be ok? I wasn’t sure how else to show that the defective Mavic was indeed returned.

The information you provided is valid, no worries, and our support will reply your e-mail soon.
2017-3-15 02:20:44
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fans31441475
Student Pilot
Flight distance : 201115
United States
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DJI Natalia Posted at 2017-3-15 02:20
The information you provided is valid, no worries, and our support will reply your e-mail soon.

Glad to hear, do you know how long it might take to get a response? I still have not heard back.
2017-3-16 23:11:48
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DJI Natalia
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China
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fans31441475 Posted at 2017-3-16 23:11
Glad to hear, do you know how long it might take to get a response? I still have not heard back.

Your case is under progress, we're working on it recently, I talked to our DJI Care team again to help you receive an update shortly. Appreciate for your patience.
2017-3-17 00:03:54
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fans31441475
Student Pilot
Flight distance : 201115
United States
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DJI Natalia Posted at 2017-3-17 00:03
Your case is under progress, we're working on it recently, I talked to our DJI Care team again to help you receive an update shortly. Appreciate for your patience.

I still have not heard back from anyone. I will give them 2 more days then I will be pursuing a dispute through PayPal. I see no reason for it to take this long to get my money back when it was taken from me so fast.
I appreciate your help here but the other end of the process is just unacceptable!
2017-3-21 07:52:40
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DJI Natalia
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China
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fans31441475 Posted at 2017-3-21 07:52
I still have not heard back from anyone. I will give them 2 more days then I will be pursuing a dispute through PayPal. I see no reason for it to take this long to get my money back when it was taken from me so fast.
I appreciate your help here but the other end of the process is just unacceptable!

This situation has filled me with regret, sincerely apologize for the trouble caused. I'm checking with Care team for your case now, will try my best to help you out soon.

Update here: our support replied your e-mail to confirm your full name to issue the refund, but they did not hear from you for some reason, please PM me or reply the e-mail, thank you very much.
2017-3-21 19:28:40
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fans31441475
Student Pilot
Flight distance : 201115
United States
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DJI Natalia Posted at 2017-3-21 19:28
This situation has filled me with regret, sincerely apologize for the trouble caused. I'm checking with Care team for your case now, will try my best to help you out soon.

Update here: our support replied your e-mail to confirm your full name to issue the refund, but they did not hear from you for some reason, please PM me or reply the e-mail, thank you very much.

I just found the email you're referring to. It asks for my full name AND a return receipt ? I have already provided the receipt? I will respond via PM to you and to the email with my full name and resend the screen capture of the receipt.

Thank you for your help and I apologize for missing the email.
2017-3-21 23:12:23
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DJI Natalia
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Japan
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fans31441475 Posted at 2017-3-21 23:12
I just found the email you're referring to. It asks for my full name AND a return receipt ? I have already provided the receipt? I will respond via PM to you and to the email with my full name and resend the screen capture of the receipt.

Thank you for your help and I apologize for missing the email.

No problem, I've informed our care team to check your e-mail with the information and issue the refund for you soon. Thanks for your support!
2017-3-22 00:52:54
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fans31441475
Student Pilot
Flight distance : 201115
United States
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DJI Natalia Posted at 2017-3-22 00:52
No problem, I've informed our care team to check your e-mail with the information and issue the refund for you soon. Thanks for your support!

I would like to say thank you VERY much for your help! The refund has posted to my account and this matter has been resolved. Top notch service, please keep it up! Thanks again.
2017-3-23 23:51:17
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DJI Natalia
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China
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fans31441475 Posted at 2017-3-23 23:51
I would like to say thank you VERY much for your help! The refund has posted to my account and this matter has been resolved. Top notch service, please keep it up! Thanks again.

Great, nice to know everything has been sorted out!
Appreciate your feedback, which motivates us to keep improving.
2017-3-24 00:04:26
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qr8r
Beginner
United Kingdom
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Where should I send an email to start the Refrwsh refund process?
2017-5-17 14:32:40
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fans31441475
Student Pilot
Flight distance : 201115
United States
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qr8r Posted at 2017-5-17 14:32
Where should I send an email to start the Refrwsh refund process?

This is the rep that helped me.

Jillian Chen (Support) <support@dji.com>  
2017-5-17 23:11:54
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DJI Natalia
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Japan
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qr8r Posted at 2017-5-17 14:32
Where should I send an email to start the Refrwsh refund process?

Could you please provide us more details about the issue?
Please send an e-mail to djicare@dji.com, we'll help you handle it soon.
2017-5-18 04:29:40
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BlackHammer
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United States
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DJI Natalia Posted at 2017-5-18 04:29
Could you please provide us more details about the issue?
Please send an e-mail to , we'll help you handle it soon.

I've also submitted an email, but I have received no reply just yet.

What all do you need for me to receive a refund for the DJI CARE that was purchased yesterday?
2017-6-5 05:33:04
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DJI Natalia
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Japan
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BlackHammer Posted at 2017-6-5 05:33
I've also submitted an email, but I have received no reply just yet.

What all do you need for me to receive a refund for the DJI CARE that was purchased yesterday?

When did you sent e-mails to djicare@dji.com?
Just to verify, you've returned the drone so you need a refund for DJI care, right?
2017-6-6 00:06:28
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BlackHammer
Beginner
United States
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DJI Natalia Posted at 2017-6-6 00:06
When did you sent e-mails to ?
Just to verify, you've returned the drone so you need a refund for DJI care, right?

Exactly.

They emailed me back and let me know that it has been submitted, but they don't know how long it will take to issue the refund. Is there a way you can check?
2017-6-6 21:33:07
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DJI Natalia
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Japan
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BlackHammer Posted at 2017-6-6 21:33
Exactly.

They emailed me back and let me know that it has been submitted, but they don't know how long it will take to issue the refund. Is there a way you can check?

It takes a few business days to complete the process.
Please PM me your e-mail address or ticket number, so I can help you follow up it.
2017-6-7 03:26:06
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fansa5cc4f14
Beginner
Australia
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Hi, I have recently purchased a DJI Mavic Pro refresh care plan but it was purchased in error of country due to your support personnel misinformation. I am a buyer in Singapore but currently, no support care are provided for this region, therefore, your support personnel told me that I could purchase it in U.K. region and send my product over for repair. But apparently, I could not do that because I do not have a UK address. As such my refresh care plan is now deemed useless. I request a refund for my care plan as I will never be able to use it due to regional issues and hope you could help me on this problem. I have been sending corresponding emails with DJI support team but was redirected to DJI care. My first email was sent out on 31st May and till date, I have not received a confirmation email on the refund. I sincerely hope you could help me expedite on the solution for this issue.
2017-6-12 07:27:40
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DJI Mindy
Administrator
China
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fansa5cc4f14 Posted at 2017-6-12 07:27
Hi, I have recently purchased a DJI Mavic Pro refresh care plan but it was purchased in error of country due to your support personnel misinformation. I am a buyer in Singapore but currently, no support care are provided for this region, therefore, your support personnel told me that I could purchase it in U.K. region and send my product over for repair. But apparently, I could not do that because I do not have a UK address. As such my refresh care plan is now deemed useless. I request a refund for my care plan as I will never be able to use it due to regional issues and hope you could help me on this problem. I have been sending corresponding emails with DJI support team but was redirected to DJI care. My first email was sent out on 31st May and till date, I have not received a confirmation email on the refund. I sincerely hope you could help me expedite on the solution for this issue.

Sorry for the inconvenience that has been caused. At the moment, DJI Care does not support international coverage, so I know your concern and apologize for the wrong information.
Could you please provide me your order number and your email account? Have you sent email to djicare@dji.com? If you did, I will contact them to replay your email as soon as possible.
2017-6-14 23:50:54
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Ringostar
Beginner
New Zealand
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DJI Mindy Posted at 2017-6-14 23:50
Sorry for the inconvenience that has been caused. At the moment, DJI Care does not support international coverage, so I know your concern and apologize for the wrong information.
Could you please provide me your order number and your email account? Have you sent email to ? If you did, I will contact them to replay your email as soon as possible.

Dear Mindy,

My Order Number:  0448859298630 and my email: ringongoh@hotmail.com.

I had  email to djicare@dji.com since 12 June 2017. However, I didn't manage to receive any reply from them.
2017-6-15 20:58:46
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DJI Mindy
Administrator
China
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Ringostar Posted at 2017-6-15 20:58
Dear Mindy,

My Order Number:  0448859298630 and my email: .

I truly apologize again on behalf of my colleague. By which way you contacted our support and they provide wrong instruction? I will feedback to our management to look into it.
I also have forwarded your situation to DJI Care, they will reply your email and help you get it sorted as soon as possible. Appreciate  your patience.
2017-6-15 22:38:34
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DJI Mindy
Administrator
Japan
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Ringostar Posted at 2017-6-15 20:58
Dear Mindy,

My Order Number:  0448859298630 and my email: .

I have confirmed with Email team. Your drone has been crashed and hasn't been sent in repair center, right? Would you please PM me your name, contact number? I will escalate your case to management department to review and give you a resolution.
2017-6-15 23:12:42
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DJI Mindy
Administrator
China
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Ringostar Posted at 2017-6-15 20:58
Dear Mindy,

My Order Number:  0448859298630 and my email: .


Ringostar, sorry to have kept you waiting for such a long time, the message you sent was missed for some unknown reason. I have verified with DJI Care team, the repair cost of this time must to paid by yourself, then you can email to djicare@dji.com to explain this situation with case number and request refund of DJI Care Refresh. They will assist you.
2017-6-27 18:04:20
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