I purchased DJI Care for 3 years in a row for my DJI Mini 2 and never needed it until I crashed it a few days ago.
I reached out to support before the end of my DJI Care for replacement since the online portal didn’t let me start a request.
They reached out to me a day later, saying that when I reached out to support, my coverage had expired in Beijing time. I’m a California citizen and purchased my drone and DJI Care in California…
I’m confused: what does it have to do with Beijing time, etc.? They specifically said they’ve corrected the time conversion that your activation began on the 28th, which is the 29th in Beijing. So logically it also expired on the 29th in Beijing, which is the 28th in CA. It’s not like you got your DJI Care on the 29th in CA and they say it’s expired on the 29th in Beijing.
@Finley
That’s my understanding too.
Service began 29 Apr 2025 (typo- means 2024) and is valid until 28 Apr 2025, in Beijing time zone. OP purchased DJI Care on 28 Apr 2024 in PT, with coverage expiring 365 days later on 27 Apr 2025 in PT (or 28 Apr 2025 in Beijing). OP tried to get service on 28 Apr 2025 in PT (or 29 Apr 2025 in Beijing), which was a day over.
I’m sure this time zone conversion may catch some people who buy super early in the day and have it not apply, but doesn’t look like this is the case here. Mind you, it’s not a great move by the company to deny service for being a day over the warranty period, especially for someone who keeps refreshing their coverage.
@Quinn
According to payment history, this is the time that I purchased it: 04/29/2024 03:02:56 (UTC-5)
So, it’s actually on 29 April both in California and Beijing
Jade said:
@Quinn
According to payment history, this is the time that I purchased it: 04/29/2024 03:02:56 (UTC-5)
So, it’s actually on 29 April both in California and Beijing
But then didn’t you request help on the 29th in both Beijing and California? Or was it later in the day so that you exceeded the early morning hours it’s showing there?
Either way, sounds like they’re denying you service based on a few hours/a day. I would try to escalate, be very nice, and ask for some goodwill. They’re probably not contractually obligated but they shouldn’t be doing something so petty.
What was the local PDT time when you sent the email for service, and what was the time when the original service agreement email was sent? And if you crashed a few days ago, why did you wait until the last possible second of the coverage window to request a replacement?
If there’s no time zone specified in your service agreement (it looks like there isn’t in mine), you might be able to nicely push back with that argument and see if they’ll do a courtesy or discounted repair. But I would assume a Chinese company bases their warranty timing on their own time zone, and not California time.
In the beginning, what time did it activate? Beijing or Cali time? Should be able to find that out. Then go according to that. Easy.
I’m shocked at the people here defending DJI. If he purchased it in the US, it should go by US time. Also, if it’s a matter of hours, an exception should be made nonetheless. Bad customer service not to
@Dallas
Yeah, pretty dodgy to refuse care over half a day.
@Dallas
Thing is, we don’t know when this internet stranger activated their plan originally, we don’t know what time they sent the request, we don’t know what their contract says, we don’t know what their email to support says. All we have is an incomplete version of the story and a partial screenshot of an email.
I’m personally not defending DJI, but I also feel like people are quick to post on here (and other product subs) with a story that doesn’t include all the facts in an effort to paint a company as bad.
I know, I should have checked earlier. I thought I still have time for DJI Care and I was traveling thats why I was late.
I’m just very confused that how could I ever know the agreement was on Bejing time while nothing on the website nor agreement mentions it.
I reached out to them before the time I purchased DJI care same time a year ago. And the website was showing that I had the coverage.
@Jade
This may be a good line of defense (defend your right to this service). “I understand that there may be a process delay before I request a service and your system processes this request, but at the time I made a claim (and after it was submitted) your site showed that the service is still valid.” Give them plausible deniability – delay in processing – to not “lose face” after they denied the claim and maybe they will make an exception.
The world doesn’t revolve around the US buddy, it goes by the manufacturer’s country.
Dru said:
The world doesn’t revolve around the US buddy, it goes by the manufacturer’s country.
Actually it does revolve around the country of purchase as DJI only allows you to apply the refresh from the country of activation.
If they’re going to anyway apply Beijing timing, why have that rule in the first place?
@FlyFarmer
Agreed, if the service plan is only valid in one country then it should expire in that country as well. I would ask DJI for an exception.
When I checked my recent plan, it says the contract expires on xx/xx/xxxx 24:00, which is vague unless you mean local time or GMT.
Typical American.
