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Repair Process at DJI
526 6 2017-5-18 14:45:37
fansf7eba87b
lvl.1
United States
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This is a cautionary note to anyone considering sending their drone to DJI for minor repairs. My Mavic was my baby, and I hated to see it with any damage, so when I messed up the case and the frontal sensors I sent it to repairs. But the first thing I did was confirm with DJI support that I would be able to choose what I wanted repaired. They said I could. but...
You don't get to choose.

My drone was able to fly, and the camera/gimbal worked fine. But I was quoted for two motor arms, and the gimbal arm module (together, more than $100). I was also quoted for the propellors (I even changed the propellors with the spares that came with the drone).

When I was flying the drone it showed my frontal sensors had an error on my phone. But they were not on the quote. They were the original reason I sent the drone in, and I'm now faced with paying for a set of repairs I know aren't necessary, and might get a still-broken drone shipped back to me.

As far as support goes in handling this problem, they're not the best. No one ever replied to my email, and it's now been well over a week. I've talked with customer service, and they sent it in for re-evaluation. But they weren't re-evaluating the damage, they were re-evaluating if it was caused by pilot error and concluded that it was my fault the drone crashed. I agree, it was my fault. That was never in question. I have contacted DJI support online three times and they're telling me that they can make a note for the repair team, while also telling me I need to pay for the quote to get my case in front of the repair team.

They also offered to file a dispute for me, but every time they file it, I come back 3-4 days later to ask where I am along the process, and they tell me that I have been given a quote. The dispute filing doesn't get you anywhere, they simply file it and wait for you to pay the bill.

Here's the quote so you guys have an idea what to expect.

ItemQuantityUnit Price(USD)Total Price(USD)
Gimbal Arm Module159.0059.00
Mavic 8330 Quick-release Folding Propellers29.0018.00
Middle Frame Module14.004.00
Front Left Motor Arm122.0022.00
Upper Cover11.001.00
Front Right Motor Arm122.0022.00
Gimbal Mounting Bracket11.001.00
Repair Service Fee265.00/H130.00
Freight:0.00
Total Amount:257.00
DJI Care deduction:0.00
Total Payment:257.00



2017-5-18 14:45:37
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DJI Mindy
Administrator
Japan
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We’re deeply sorry about the inconvenience caused.  Could you please provide me with your case number so I can escalate it for you?
2017-5-18 20:01:49
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Frank Liu
lvl.1
United States
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DJI Mindy Posted at 2017-5-18 20:01
We’re deeply sorry about the inconvenience caused.  Could you please provide me with your case number so I can escalate it for you?

Hi Mindy,

My case number is CAS-624379-M1S3N8

What will escalating it do?

Thank you for trying to help
2017-5-19 10:48:57
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taus
lvl.2
Flight distance : 7729
Denmark
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Frank Liu Posted at 2017-5-19 10:48
Hi Mindy,

My case number is CAS-624379-M1S3N8

What will escalating it do?

Who knows? You will never know what would have happened without escalating the case.

It is a matter of faith. You might feel better now that you know the case is escalated.   

Do you feel it?
2017-5-19 10:58:58
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DJI-Thor
Administrator
Japan
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Frank Liu Posted at 2017-5-19 10:48
Hi Mindy,

My case number is CAS-624379-M1S3N8

Hi Frank, I’ve informed our appropriate team to look into your case soon, hope we can get it sorted out shortly. Appreciate your patience.
2017-5-19 23:12:12
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Frank Liu
lvl.1
United States
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Wow, I got contacted this Monday. I suppose that's because of you DJI Admin's. Thanks for helping out!

They did take off the two front motor arms and propellers from the quote. They're also saying that they're sure the DJI Gimbal Arm needs repair, and they didn't mention the front camera sensors. I'm just going to take their word on it this time. I paid the bill ($208 now, they added $13 freight in for some reason). I guess we'll see if it comes back with any sensor issues! (I'll post when I get it)
2017-5-23 15:21:58
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fans84b41fbd
New
United States
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Did you ever get it back? lol
2017-7-4 01:22:49
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