Question, Mavic 4 Pro warranty support for U.S. supplied drones

[Paul2660]

It's my understanding that if you purchased a Mavic 4 Pro from a retailer outside the US then you had to go back to that county for warranty support. However as of mid November 2024 many U.S. retailers, B&H, Adorama, Amazon, etc. all started to sell the Mavic 4 Pro.

I have tried to contact support via the normal website, but it shows no support for my geography the US.

What is the current process to get warranty coverage for a DJI Mavic 4 Pro, Purchased from a U.S. supplier. I am not interesting the care refresh, (whatever it was called) as I know that is not available the US.

Thanks
Paul

 

[mavic3usa]

It's my understanding that if you purchased a Mavic 4 Pro from a retailer outside the US then you had to go back to that county for warranty support. However as of mid November 2024 many U.S. retailers, B&H, Adorama, Amazon, etc. all started to sell the Mavic 4 Pro.

I have tried to contact support via the normal website, but it shows no support for my geography the US.

What is the current process to get warranty coverage for a DJI Mavic 4 Pro, Purchased from a U.S. supplier. I am not interesting the care refresh, (whatever it was called) as I know that is not available the US.

Thanks
Paul

To be more accurate, DJI says the warranty support comes from wherever the region the drone was shipped to by DJI. So if DJI shipped the drone to Korea and then Korea sold it to you (in the US), the warranty would be from Korea.

DJI does not ship drones to American retailers such as B&H and Adorama and Amazon so technically while you buy from those US retailers, they buy the drones from elsewhere and then "re-sell" them to you. Therefore the warranty for those drones come from the region wherever those drones were actually purchased from such as Canada, Ireland, South Korea, Japan, or China. If Adorama send a truck to Canada to get drone and bring them back across the border for sale to US resident, your warranty is Canadian. Unfortunately most people are not aware of this, there's no way to actually tell where your drone landed once it left the factory in China, and you almost never find out until you need warranty service.

This isn't technically legal in the US. Most of the burden is on the legit retailer but that's another thread.

If you have a claim, reach out to DJI support (you can use the official DJI public forum) and let them know. Several people have had some success but others have reported being unable to do anything except return the drone back to the merchant they purchased from so they can process the claim. Unless you know someone who lives in-country, then it's difficult to meet the shipping requirements for DJI purposes. A few people have also reported having success with package forwarding services as well. Honestly, it DJI were 100% pro-customer, they would make an exception for the US customers and while they cannot guarantee to get a drone back into the United States, at least they should allow you to ship the drone directly from a US address to the applicable foreign DJI service center. Even if they did this for just 1 year to ease the transition, it is the least they could do for those of us who most likely won't ever have a warranty problem (not Care Refresh) but continue to fully support DJI thru these troubling times despite the risks.

 

[MS Coast]

I have tried to contact support via the normal website, but it shows no support for my geography the US.

 

[Paul2660]

Thanks to both of you. Great detailed explanation on the warranty.

Paul

 

[MS Coast]

I suggest calling DJI.

 

[GadgetGuy]

Honestly, it DJI were 100% pro-customer, they would make an exception for the US customers and while they cannot guarantee to get a drone back into the United States, at least they should allow you to ship the drone directly from a US address to the applicable foreign DJI service center. Even if they did this for just 1 year to ease the transition, it is the least they could do for those of us who most likely won't ever have a warranty problem (not Care Refresh) but continue to fully support DJI thru these troubling times despite the risks.

Since DJI knows that they cannot guarantee getting a drone back to you (and have failed miserably every time they have tried and made an exception), it would be foolish of them to make any further exceptions, and allow you to directly ship the drone to the applicable foreign service center at their expense. Based upon past experience, they then cannot even return the original drone to you, let alone ship you a new refurb. Best they leave you in possession of the drone, and make the reseller handle the problem who sold it to you, fraudulently claiming it came with a usable 12 month warranty.

 

[KAOS Imagery]

B&H, Adorama and some US eBay sellers offer insurance which covers not only crashes but product failures, so essentially a warranty. But that insurance looks expensive. People used to talk about State Farm having a great inexpensive policy, you might look into that and see if it covers product failures.

 

[Paulark]

My Mavic 4 suddenly decided to no longer power up, no crash, no damage. I contacted DJI via the chat option on the website. You just have to tell the bot "chat with a live agent" then it will put you in the queue.

When I spoke to that agent a week ago, I was told that they don't have any stock (presumably to ship me a replacement) but that he would go ahead and create a case for me, and assigned me a case number. After seeing all the DJI drones I've purchased, he said that he would put me at the top of the list (probably just something they say to pacify you) and to expect an email as soon as they get stock, then I could send it.

That was a week ago and so far, nothing. Never got a confirmation email that said a case was created either, but he never said that I would. After running a status request on the case number, it doesn't find it, but they may have to receive your drone first before that number is officially logged into a service request and bound to your account.

I'll check with them in a few days and report back. Worst case scenario is that I will have to file it under my State Farm policy, but I'm trying to avoid filing a claim. If the warranty option doesn't succeed, I'll have no other choice.

 

[MS Coast]

My Mavic 4 suddenly decided to no longer power up, no crash, no damage. I contacted DJI via the chat option on the website. You just have to tell the bot "chat with a live agent" then it will put you in the queue.

When I spoke to that agent a week ago, I was told that they don't have any stock (presumably to ship me a replacement) but that he would go ahead and create a case for me, and assigned me a case number. After seeing all the DJI drones I've purchased, he said that he would put me at the top of the list (probably just something they say to pacify you) and to expect an email as soon as they get stock, then I could send it.

That was a week ago and so far, nothing. Never got a confirmation email that said a case was created either, but he never said that I would. After running a status request on the case number, it doesn't find it, but they may have to receive your drone first before that number is officially logged into a service request and bound to your account.

I'll check with them in a few days and report back. Worst case scenario is that I will have to file it under my State Farm policy, but I'm trying to avoid filing a claim. If the warranty option doesn't succeed, I'll have no other choice.

I had a similar experience last month. They were courteous, sympathetic, and helpful, but warned that stock wasn't available and would not be for 60 to 90 days. I followed up last week. The case is active, but it won't show as a service request on the web status check system until they have stock. I was assured that they'd contact me via email when they were ready to receive the drone.