Experience with RMA

Discussion in 'Mavic Pro Discussions' started by camfirstflyer, Nov 18, 2016.

  1. camfirstflyer

    camfirstflyer Member

    Joined:
    Oct 21, 2016
    Messages:
    24
    Likes Received:
    4
    So I recently sent my Mavic in for repair, due to what I think was a de-centered lens. Details here.

    I just wanted to provide some observations and feedback on my customer support experience so far (I haven't received my drone back yet, so I can't say if the issue is resolved).

    FIRST CONTACT
    I used the web-chat feature on the DJI support page and found the help I received to be fairly responsive and logical (no bs "did you remember to reset your router?" comments). I demo'ed my issue using a youtube video I had posted showing the blurriness of my footage that was consistent only across the right side of the frame. The CSR gave me a fairly straight forward form to fill out and patiently waited for me to populate it, then created an RMA ticket on the spot. Shortly after, I was emailed a pre-paid UPS shipping slip with ~fairly~ clear instructions for packing.

    UPS SHIPPING
    As most know, there are issues with shipping batteries via air and as I was required to ship back my RC (sans drone battery), UPS ground shipping was used. Long story short, It was picked up on the 9th and delivered on the 16th. Not bad for a 2500 mile truck across North America.

    SERVICE CENTER (Carson, California)
    My drone was officially "received" on the 17th. That same day it was assessed ("warranty, no signs of abuse"), service quoted ($0 for cam/gimbal [$126] plus labour[$65/hr]), repaired, tested, and passed through QA. Later that night I received notification that my drone had been packed and shipped back via UPS.

    IF all goes well and I receive my drone back in fully functional condition, this will have been a very professional and efficient RMA experience. The only weird part I found in this whole process was the fact that the serial number recorded for the camera/gimbal that I sent in matches the product repair summary of the drone I'm getting back. maybe I'm misinterpreting this as the same cam/gimbal being returned, which would be a bit weird if the lens is indeed de-centered and in need of replacing (as quoted).

    Anyway, TL;DR --> so far I am satisfied with the RMA process that DJI has in place and my experience with it, albeit I wish I didn't have to go through it (such is the risk of being an early adopter i suppose).

    Hope this helps others :-/
     
  2. Random155

    Random155 Well-Known Member

    Joined:
    Nov 10, 2016
    Messages:
    101
    Likes Received:
    24
    Good to know its pretty painless.
     
  3. Sgt. ThroatPunch

    Sgt. ThroatPunch Active Member

    Joined:
    Nov 6, 2016
    Messages:
    25
    Likes Received:
    12
    So... was this issue due to something you did? I'm curious why you would be charged if it was a warranty issue.
     
  4. camfirstflyer

    camfirstflyer Member

    Joined:
    Oct 21, 2016
    Messages:
    24
    Likes Received:
    4
    No, I wasn't charged. They just included the quoted repair costs, which are covered by the warranty.
     
  5. Random155

    Random155 Well-Known Member

    Joined:
    Nov 10, 2016
    Messages:
    101
    Likes Received:
    24
    Probably because he processed it as a refresh claim and why would DJI argue with getting someones $$$$
     
  6. Random155

    Random155 Well-Known Member

    Joined:
    Nov 10, 2016
    Messages:
    101
    Likes Received:
    24
    He's asking why you put it through as a refresh claim when you could have triEd a warranty claim and got a replacement for free
     
  7. camfirstflyer

    camfirstflyer Member

    Joined:
    Oct 21, 2016
    Messages:
    24
    Likes Received:
    4
    I do not have DJI Care. Not sure what the issue is with believing a company would not fulfill its warranty agreement on a product that clearly did not arrive to spec.
     
  8. Random155

    Random155 Well-Known Member

    Joined:
    Nov 10, 2016
    Messages:
    101
    Likes Received:
    24
    Clearly I'm confused....
     
  9. Random155

    Random155 Well-Known Member

    Joined:
    Nov 10, 2016
    Messages:
    101
    Likes Received:
    24
    Haha I'm posting in the wrong thread... so sorry, I'm a troll. lol
     
    camfirstflyer likes this.
  10. camfirstflyer

    camfirstflyer Member

    Joined:
    Oct 21, 2016
    Messages:
    24
    Likes Received:
    4
    The RMA issued was for repair. I assume that if the complete system was compromised (not just the camera) they would have. For me, I can see possible delays with shipping me a new drone (as many are now experiencing) so getting my drone repaired with individual components and sent back is sufficient in my view.
     
  11. lord_roman

    lord_roman Active Member

    Joined:
    Oct 15, 2016
    Messages:
    30
    Likes Received:
    5
    same experience with me, they received my delivery on nov 18th morning, later that night it was shipped back to me with.
     
Loading...
Similar Threads - Experience RMA Forum Date
Anyone have experience mapping? General Discussions Nov 26, 2016
DJI Exchange/Support Experience General Discussions Nov 21, 2016
DJI Experience Store NYC General Discussions Nov 15, 2016
Have anyone else experienced uneven focus ? Mavic Pro Discussions Oct 29, 2016
How about some positive experiences with the Mavic? Mavic Pro Discussions Oct 28, 2016

Share This Page