Hi guys, I can provide an update on this.
Here is a summary of my experience:
- I started by messaging DJI via messenger on facebook. Their response was fairly prompt and useful on nearly every occasion (fairly good 24/7 support). After requesting the input of a high-level tech support person on the chat, the conclusion was that my drone was bricked.
- I contacted the retailer I bought the drone from.
- They essentially told me to contact DJI for support directly
- I emailed DJI support, and sent them the serial numbers, the problem, and all correspondence to date, and my contact details, etc
- They sent me a postage label, so that I could send the drone back to their service centre near my home location for assessment
- I did not have to pay for postage to send the drone to them. I sent it via standard post (not express), with tracking. I had to pay for the padded shipping box, but not the postage (I didn't mind)
- I posted the drone at close of business mid week.
- I heard nothing for 3 full business days. At 10am on the 4th business day after posting it, I received an email from DJI, acknowledging that they'd received the drone at their service centre.
- This email listed everything I sent them (drone, battery, controller) and serial number associated with them.
- At 3pm on the same day, DJI sent me an email saying they had started a 'damage assessment'.
- At 8pm on the same day, DJI sent me the following email:
- as seen above, they determined that there was a Core Board Malfunction, which would be replaced for free. This was covered under warranty, with no excess payment required. Even though I paid for the DJI Care Refresh package, I did not need to use it.
- On the 5th business day after posting it, they sent me an email saying repair had been completed
- On the 6th business day, they sent me an email saying quality assurance had been completed.
- This was followed by another email about 1 hour later saying the drone had been shipped to me (they listed the serial numbers of the drone, battery and controller they returned to me. They replaced my drone with a Refurbished drone. The serial number of the drone had changed. However, they returned the same controller and battery back to me (same serial number).
- On the 10th business day after I sent it, I received my parcel. I shipped my drone to them in the original MP box: The MP box I received back from them had a different serial number on it - the same serial number as the refurbished MP they sent to me. The condition of the MP box they sent to me was poor to fair (the cardboard lid was torn in several places). They returned it to me with two additional plastic gimbal protectors and the grey rubber outer protector for the gimbal cover (I don't remember including either of them when I shipped it to them).
All in all, I'm a happy customer.
10 working days turnaround.
No probing interrogation about how the problem occurred.
Was fully covered under manufacturers warranty.
I now have a refurbished drone for no out-of-pocket expense
Condition of the refurbished drone: Very good condition externally - slightly better than the condition of the drone I sent them, which had a couple of scratches/bumps.
I can confirm that this refurbished drone turns on and connects with my old controller (same one I sent them)
I am yet to fly this refurbished drone, and will report back after a test run.
However, from this point I may just keep whatever firmware is on it and not try to update it for any reason....
Cheers,
Yannie