I recently crashed my drone... Trees are definitely the enemy. Lesson learned.
I sent my drone to DJI for repairs, and it just came back today... It only took 9 days from drop off to return. The cost was $198. It appears they actually gave me a completely new (refurbished?) drone (different serial number) rather than repaired the one I sent in. Only one test flight, but It seems to work well. I am a bit concerned that it is louder than my original. They are loud.
Upon receiving the drone, it would not connect to the controller. No instructions about this. A phone call to DJI customer service quickly solved the problem. I was given simple instructions for creating an new linkage. It worked the first time.
Though DJI repair did a good job, communicating with DJI customer service is not simple. They have definite protocols they expect us to comply with, but their instructions are confusing, and unnecessarily tedious. What should occur in one email, required several, and there is a lag in response time. Several points of confusion required multiple phone calls for clarification.
Call number one... Informing DJI that I had crashed the drone and needed a repair. I received the first email. It contains a form that asks for your "DJI account for activation." What they are actually asking for is the email account you used to activate your device. (Phone call number two).
A follow up email then contains a list of instructions, which are mostly clear, however, the first item requests that an attached "Customer Information Form" be completed. The form is not attached to the email. However, farther down a link is provided that takes you to a page with multiple forms listed. The "Customer Information Form" is not there, but another page titled a "Global Technical Support Form" seems to be what they want. (Phone call number three).
They ask that you package the drone with bubble wrap, and do not include any accessories. They then make a confusing statement about sending the white Phantom box will "automatic qualify it for invoiced repair." They don't want the white phantom box. I basically put the drone (and only the drone) in the original foam container, put that in a cardboard box surrounded by bubble wrap. That worked. From what has been said, above, they don't like you to send the white box, and will not return it if you send it. (No phone call required here).
A case number is provided at the end of the email. Apparently the case numbers and RMA numbers are interchangeable. Another point of confusion. (Phone call number four).
It then took several days for DJI to generate a shipping label. (Phone call number five).
Despite the unnecessary confusion, aggravation and phone calls... it all seemed to work. DJI could simplify this whole process by making a few small changes to their instruction emails (I will try to give them feedback).
Meanwhile... Enjoy your drones. They are an amazing technology.
Mark
Sent from my iPad using PhantomPilots mobile app
