Yeah...you know....I always wondered why dji doesn't build a customer service center here in the US. We definitely buy enough of their products to justify the expense. The language barrier and customer service expectations here in the US make things quite difficult.
3 out of 4 craft that I have returned for warranty repair have been replaced. The record for getting my craft back is 9 days, the worst is 3wks, and I live 20 miles from Cerritos, overnight shipping with UPS ground. One of them, my P4 had a cracked shell at the corner of the battery opening. It was 362 days old and they replaced the whole craft under warranty with a brand new P4, not a refurb.
I also returned my Mavic Pro which had a gimbal go bad about 4mos after I got it. They replaced the craft with a new one. This is the one that took 3wks because they wanted to charge me a refresh fee, but I never crashed it, there wasn't a mark on it, I always pampered it because it seemed so fragile. I had to argue with them for a week and finally they admitted they had no justification for charging me a refresh fee, so it was covered under warranty. What a hassle, but it all worked out. Many owners had gimbal problems with Mavic Pro it turns out. This made me a bit sour about buying refresh policies in the future.
Only on my P4P warranty return did DJI actually repair the craft by replacing the gimbal/camera assembly, which was faulty out of the box. I bought the P4P a full 6 months after initial release, but I still got a bad one. However that P4P has been awesome ever since, it's my go-to craft.