The replacement warranty… Don’t buy it. They only honor it when they want to.
Edit: to clear up confusion. I have used this service before as well. We’re not talking about me wanting a brand new drone. The replacement service ($100 extra purchase for this service, paid ahead of time) is not available. This rep said it is impossible to get an Avata 2. They sold me a new one immediately and it will be here in a few days. The rep said that was impossible. I would be cool with a repaired or rebuilt drone. I was told it was impossible, yet it’s on its way. As you can see from the screenshot, I have a number of DJI drones and that’s just DJI, so I am not a stranger to this system. If the offer to pay up front (plus the replacement fees when they do the replacement), then you shouldn’t be able to buy it brand new when they tell you they can’t honor the warranty they pushed and sold you on. Especially when you’ve used it in the past.
I’m glad everyone else has perfect experiences all the time and are either paid to shut down other consumers from speaking up about their experiences or seem to think sharing a negative experience is an attack on the hobby or your purchase choices. Obviously, I like the product, but MY experience with their customer service has been that 2 out of ten are helpful. I won’t apologize for sharing.
I’ve used DJI Refresh on my Mini 4 Pro twice now; they replaced it both times, even when I chose the “repair” option. Though the damage was minimal each time, none of the vital/expensive components needed replacing. Maybe in your case you totaled it?
No, it has minimal damage to the plastic whoop. I have 4 replacements for this drone in particular, but spent the last two days on the phone. Initially, it said quick return wasn’t available because they have a shortage of parts. I understood that and called. The rep was incredibly rude. I told him I understand the issue and asked if I could just buy a new one and return the broken one since they were having issues. He angrily told me they are only coming from Canada and China and wouldn’t be here in a week. I ordered one, full price again last night, from the DJI app. After the rep yelled at me that it was impossible to get one. It will be here this week. No one there will help or see any reason. They just keep explaining the difference between premium and basic and that premium($100 extra for the service?) isn’t available right now. I can’t get them to understand that the new one is already on its way, from them.
@Bryn
The replacements are refurbished drones. Logistically speaking, they are not the same as the brand new ones rolling off the factory on the way to retail, so they just can’t grab one of those and give it to you. So in the end, they were actually willing to honor the warranty, but it took longer than desired, and that didn’t fit your time frame, so you decided to order a brand new one. Is that accurate?
Blair said: @Bryn
I’m not the fanboy you refer to, but it does say ‘equivalent to.’
Totally, and I get and understand the inventory of replacement and repair parts. If the guy on the phone hadn’t told me it was impossible to get one in the US, I wouldn’t have a post.
