Using DJI Care

Torque · Jan 23, 2020

I've been flying Drones since the P1 was released, but still not immune to a bone head move now and then.
Yesterday I spent the morning applying a new skin from Decal Girl to the MM, took it out for a test flight and just off my deck I clipped the tip of a Vine Maple branch and fell about 30 ft to the ground. Tiny chip out of one prop, but the camera and gimbal are shot. Ripped wires and broken pieces - so...
Do I need to remove the brand new skin before sending it in for repair under my DJI Care plan? I've heard that a skin will void the plan, and I've heard that it makes no difference and I can leave it on the drone when I send it tomorrow.

What is the truth here? Leave or remove?

lannes · Jan 23, 2020

I'd remove it, just in case DJI make a fuss about it.
Knowing DJI , they would probably use every excuse to refuse a refresh if they can.

Thomas B · Jan 23, 2020

Their going to send you back a different drone anyway... peel it off.

lannes · Jan 23, 2020

Hopefully you won't get a refurb, but be prepared to get one, at least you have the skin to hide any issues.

Dale D · Jan 24, 2020

Torque said:
I've been flying Drones since the P1 was released, but still not immune to a bone head move now and then.
Yesterday I spent the morning applying a new skin from Decal Girl to the MM, took it out for a test flight and just off my deck I clipped the tip of a Vine Maple branch and fell about 30 ft to the ground. Tiny chip out of one prop, but the camera and gimbal are shot. Ripped wires and broken pieces - so...
Do I need to remove the brand new skin before sending it in for repair under my DJI Care plan? I've heard that a skin will void the plan, and I've heard that it makes no difference and I can leave it on the drone when I send it tomorrow.

What is the truth here? Leave or remove?

Did you think of just calling them first? Even though their English is a bit rough, they can understand you- might save you some grief. Call DJI support number from your DJI Refresh plan. I'd look up the number for you but not in a place now where I can get it.
Be sure to write down name of whom you spoke to!

paul242 · Jan 24, 2020

I’ve been impressed with all email comms I’ve had with DJI regarding the refresh scheme. I’d email over calling, so you at least have a record of what’s been agreed.

Dale D · Jan 24, 2020

paul242 said:
I’ve been impressed with all email comms I’ve had with DJI regarding the refresh scheme. I’d email over calling, so you at least have a record of what’s been agreed.

DJI calls are always followed up with e-mail anyway

Michael Skiba · Jan 24, 2020

You can phone, email enter a repair request or chat. Refresh worked great for me when I clipped a treetop and trashed my pro platinum. They provided a shipping label and sent me a new one once received.

Torque · Jan 24, 2020

Yeah, I tried calling but was on hold too long. I'm a healthcare professoinal working a stretch of 12 hour shifts - so sitting on hold won't work for me until Monday.

This is a repair, not a replacement. Reading their info, cameras/gimbals damaged due to operator error will be repaired, not replaced with a refurbished drone.

I've initiated the repair and have the shipping label ready.

Thanks for the replies everyone.