DJI Air 3s repair in these difficult times

[1gratefulflyingdawg]

Bought my Air 3s early June, was able to purchase Care Refresh before DJI site went into out of stock mode. Flew it a few times then had a gimbal overheating and gimbal stuck warning (help post previously posted). Tried troubleshooting, (received helpful suggestions here) texted with Liam on the FB Air 3 and 3s page who said I should send it in.

I procrastinated for a few days and finally called DJI tech support to discuss the issue because of the current conditions. Spoke with a great tech who walked me through the repair submittal process, to create a case number and then made sure I had the UPS return label the same day. I shipped the Air 3s back and DJI received it on Monday the 11th. Here are the emails

Monday August 11
8:49 am drone received
3:19 pm Repair quotation $0.00 covered under warranty.
Repair expected to take 3-6 business days

Tuesday August 12
8:05 am repair completed will be shipped out in 3 days
11:00 am drone has been through quality assurance and will ship in 2 days
11:15 am UPS shipping number

Besides this being amazing service I believe this also shows that IF DJI are able to repair a drone they will do it as quickly as possible.

I think this is truly amazing customer service and I feel grateful to have been the recipient as I know others are still awaiting the return of their drone.

Many thanks to DJI support.

 

[mavic3usa]

This is what I am hearing as well for the A3S in particular; those seem to have a quick turnaround. that's good news.

 

[WShade]

Bought my Air 3s early June, was able to purchase Care Refresh before DJI site went into out of stock mode. Flew it a few times then had a gimbal overheating and gimbal stuck warning (help post previously posted). Tried troubleshooting, (received helpful suggestions here) texted with Liam on the FB Air 3 and 3s page who said I should send it in.

I procrastinated for a few days and finally called DJI tech support to discuss the issue because of the current conditions. Spoke with a great tech who walked me through the repair submittal process, to create a case number and then made sure I had the UPS return label the same day. I shipped the Air 3s back and DJI received it on Monday the 11th. Here are the emails

Monday August 11
8:49 am drone received
3:19 pm Repair quotation $0.00 covered under warranty.
Repair expected to take 3-6 business days

Tuesday August 12
8:05 am repair completed will be shipped out in 3 days
11:00 am drone has been through quality assurance and will ship in 2 days
11:15 am UPS shipping number

Besides this being amazing service I believe this also shows that IF DJI are able to repair a drone they will do it as quickly as possible.

I think this is truly amazing customer service and I feel grateful to have been the recipient as I know others are still awaiting the return of their drone.

Many thanks to DJI support.

If I may ask, where did they have you ship it and and was it returned from the same location? Just curious.

 

[1gratefulflyingdawg]

If I may ask, where did they have you ship it and and was it returned from the same location? Just curious.

Fort Worth, TX both ways. UPS has it and I should get it on Friday.

 

[Starz]

My thoughts would be you will be receiving an aircraft with a different serial number.

 

[1gratefulflyingdawg]

My thoughts would be you will be receiving an aircraft with a different serial number.

I’m good with that.

 

[GadgetGuy]

I’m good with that.

Please report back after, receiving the drone, as to whether it is your repaired original, or a new refurb with a different serial number. We are trying to determine if DJI has been able to successfully source refurbs from DJI Canada, or whether they are now attempting to do repairs on simple items.

Historically DJI does not repair drones. They replace them with new ones, called refurbs, after a repair invoice is paid, which, in this case, was a $0 repair cost, as it was a warranty "repair."

 

[1gratefulflyingdawg]

Please report back after, receiving the drone, as to whether it is your repaired original, or a new refurb with a different serial number. We are trying to determine if DJI has been able to successfully source refurbs from DJI Canada, or whether they are now attempting to do repairs on simple items.

Historically DJI does not repair drones. They replace them with new ones, called refurbs, after a repair invoice is paid, which, in this case, was a $0 repair cost, as it was a warranty "repair."

Yep I’m aware of the normal policy to replace vs. repair. I will certainly provide a final update once I get my drone back hopefully Friday.

 

[GadgetGuy]

Yep I’m aware of the normal policy to replace vs. repair. I will certainly provide a final update once I get my drone back hopefully Friday.

Either way, it is encouraging that they are able to do anything at all, other than the 60-90 days they have been quoting recently. I know they are trying their level best to help us.

 

[1gratefulflyingdawg]

Either way, it is encouraging that they are able to do anything at all, other than the 60-90 days they have been quoting recently. I know they are trying their level best to help us.

 

[1gratefulflyingdawg]

Yes I agree they are doing everything they can to help customers.

 

[alfo2010]

I have nothing but praise for the DJI technicians that spent a considerable amount of time to determine if I had a problem with my Mavic 4 Pro but found no problems with the drone. However, it was decided that they would send me a new drone to replace my drone. These guys went way out of their way to make sure I had a new drone just in case they missed something. However, the shipping is a whole another issue.

My drone has been sitting or gone missing since August 6th. I have sent multiple emails to DJI about the non-delivery. Yesterday UPS told DJI that it is logistic problem, whatever that is unknown to me. The day before I received the message I suggester that someone get off their *** and track down my shipment thus yesterday’s response. Today is August 13th and no messages from DJI or UPS. Yesterday I strongly suggested that they send me a new drone today and that DJI and UPS slug it out as to where the drone is. If or when I receive the first shipment, I will send it back to them. I made it clear that I should not be time penalized further while they try to locate the drone that was sent to me on August 5th and been sitting at the very large UPS facility at Vancouver airport for thirteen days. To say I’m disappointed about this situation would be an understatement.

 

[GadgetGuy]

I have nothing but praise for the DJI technicians that spent a considerable amount of time to determine if I had a problem with my Mavic 4 Pro but found no problems with the drone. However, it was decided that they would send me a new drone to replace my drone. These guys went way out of their way to make sure I had a new drone just in case they missed something. However, the shipping is a whole another issue.

My drone has been sitting or gone missing since August 6th. I have sent multiple emails to DJI about the non-delivery. Yesterday UPS told DJI that it is logistic problem, whatever that is unknown to me. The day before I received the message I suggester that someone get off their *** and track down my shipment thus yesterday’s response. Today is August 13th and no messages from DJI or UPS. Yesterday I strongly suggested that they send me a new drone today and that DJI and UPS slug it out as to where the drone is. If or when I receive the first shipment, I will send it back to them. I made it clear that I should not be time penalized further while they try to locate the drone that was sent to me on August 5th and been sitting at the very large UPS facility at Vancouver airport for thirteen days. To say I’m disappointed about this situation would be an understatement.

Were I you, I would just ask DJI to please just send you back the original drone, since they diagnosed it and found no problems. DJI Canada can then simply recall the original shipment sitting in Customs, or file a claim for the lost shipment. Not your problem. Thank them for their effort, but their original solution needs to be re-evaluated in light of the problems it caused.

 

[1gratefulflyingdawg]

It is my belief these issues are not a problem that DJI or UPS can resolve. Neither one of them want to deal with this issue. CBP is most likely in possession of the drone either physically or by an order to hold.

 

[mavic3usa]

It is my belief these issues are not a problem that DJI or UPS can resolve. Neither one of them want to deal with this issue. CBP is most likely in possession of the drone either physically or by an order to hold.

This is what I believe as well. While none of us know for sure, we have heard many similar stories and they all turn out to be not the fault of DJI or UPS but the government and whatever meddling they have done in the process. In most instances, nothing you can do or say will impact the final disposition of that drone whether it eventually comes to you or it remains seized. The frustration is understandable but it's starting to feel like a hopeless situation and one we should do our best to avoid due to the risks.