My experience with DJI Care Refresh & customer service. Mini 3 Pro crash update!
Рет қаралды 22,079
2 жыл бұрынHaving had two accidents within two weeks gave me some insight on DJI customer service.
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@t0mwhazzup 2 жыл бұрын
How I drowned my DJI Mini 3 Pro: kzfaq.info/get/bejne/bZmopLiimtSufZc.html
@ukdronejourneys Жыл бұрын
My Mini 3 Pro also ended up in the drink kzfaq.info/get/bejne/e7Z9iMubqZ3Deps.html
@DJISupportGlobal 2 жыл бұрын
Hi, Tom. We are grateful for sharing your experience with our customer service and feedback with DJI Care. This will surely strengthen our customer relationship and foster advancement in customer service among our DJI customers. We're glad to be of service. Thank you for choosing DJI.
@t0mwhazzup 2 жыл бұрын
Thank you very much for your comment. I really appreciate the way DJI has handled my incidents so far! You always hope that you don't need it, but if you need it, it's good to have confidence in DJI!
@DJISupportGlobal 2 жыл бұрын
@@t0mwhazzup Please contact us at any time if you have any questions. We will try our best to help you.
@rajeshkrishnan9255 2 жыл бұрын
I have got my mini 3 pro 2 days back and it got crashed due to no fault of mine. The local reseller is refusing to help since it’s physical damage. I stay in India. Please give me a solution.
@t0mwhazzup 2 жыл бұрын
@@rajeshkrishnan9255 I hope you get an answer from DJI. If it was not your fault, I am sure DJI will help you out. But you have to open a case with DJI directly, not your reseller. Good luck!
@MilitarAmericano 2 жыл бұрын
@@DJISupportGlobal hey, I just purchased a DJI Air 2S with Dji Care. I’m loving it. You guys down to do a partnership on my KZfaq channel? 🔥
@martinstreasurehunting Жыл бұрын
Glad to hear they got your back😎😎👍👍
@t0mwhazzup Жыл бұрын
Absolutely, couldn't be happier about it!
@rangerrick8220 Жыл бұрын
I am a noob to drones. Never had one. Researched drones to death and bought a Mini 3 Pro. Watched KZfaq videos to death to understand how to fly, common errors, all its functions. Finally took it up. On second flight - I am out flying then get a message saying `high winds can't return'. Winds were fine when I started but suddenly picked up. Then I get a drone disconnected error and it starts a RTH cycle... meaning it will now go even higher into the wind before starting back. Luckily, I regained control, brought it back down and zoomed it back... despite all the prep, I could have easily had a fly away... but I did take this package when offered initially!
@t0mwhazzup Жыл бұрын
Even if you don't need it, I think DJI care refresh is worth it just for the peace of mind when flying. So, good choice with care refresh, and of course with the Mini 3 Pro. Enjoy it! 🙂
@rangerrick8220 Жыл бұрын
@@t0mwhazzup Thanks! :)
@lukasmayer1021 2 жыл бұрын
Very nice video!
@ukdronejourneys Жыл бұрын
DJI customer services is the best in the world, fast honest action and positive outcomes from them... DJI forever...
@t0mwhazzup Жыл бұрын
Same here ☺️ Unfortunately it doesn't seem to work for everyone..
@TrueFisp112 2 жыл бұрын
I'm also very happy with DJI Care Refresh. New M3P in one week (Sweden-Rotterdam-Sweden) with UPS. Can't be beaten.
@t0mwhazzup 2 жыл бұрын
Happy to hear that! Was it a damage or a flyaway?
@TrueFisp112 2 жыл бұрын
@@t0mwhazzup Damage, gimbal completely ripped off.
@t0mwhazzup 2 жыл бұрын
@@TrueFisp112 Ouch. What happened?
@TrueFisp112 2 жыл бұрын
@@t0mwhazzup Flew right up in a tree during active tracking in the woods. Shouldn't really have happened, but still did.The thin rubber membranes that are holding the gimbal were torn upart and the whole gimbal dislocated several cm forward. The gimbal is a weak point on the M3P, no protection at a frontal crasch.
@t0mwhazzup 2 жыл бұрын
@@TrueFisp112 True that. In my first crash the gimbal was also the part that was broken.
@ponder889 Жыл бұрын
DJI Care refresh is a no brainer. It’s the only after purchase insurance I ever purchased. I’ve crashed two drones in 6 months and received 2 new drones within a week of crashing them for around 70 bucks a piece. It definitely kept me a DJI customer and a happy one at that!
@t0mwhazzup Жыл бұрын
I think that, too! And even if you don't really need the insurance, the money for care refresh is worth it because of the peace of mind you get with it 🙂
@front2427 Жыл бұрын
@@t0mwhazzup Do too many claims not put up your house and motor insurances?I read an article once...
@t0mwhazzup Жыл бұрын
@@front2427 Not that I know of. Where do you have that from?
@front2427 Жыл бұрын
@@t0mwhazzup your credit rating may be lowered to its all about statistics.Saw that in a mag.
@t0mwhazzup Жыл бұрын
@@front2427 Which country do you live in? Might be a national thing. In Austria, there's nothing like that.
@TimothyDowd Жыл бұрын
I just got a drone, thanks for the info
@t0mwhazzup Жыл бұрын
Good luck and have fun 🙂
@travishansen-gp7vq Жыл бұрын
I too had an amazing experience with dji they covered my dji mini 2 under warranty when the gimbal started making a high pitched noise I was flying in the desert so I'm not sure if too much sand git in the gimbal or if it just was a gimbal issue but dji paid shipping both ways an covered it under warranty couldn't ask for any better
@t0mwhazzup Жыл бұрын
Wow, happy to hear you also had positive experience with DJI. May I ask, what service center (which country).
@kristanmuit3312 Жыл бұрын
Just a question. Once you get the service agreement from DJI, that means care refresh has been activated already? Thanks!
@t0mwhazzup Жыл бұрын
@@kristanmuit3312 Not really sure, it's been almost a year, so I forgot.. could you figure it out?
@Fridu54 10 ай бұрын
I crashed my Air 3 into a big waterfall and coudn‘t find it. A Flyaway, I am happy I have the 2 year plan of DJI Care Refresh.
@t0mwhazzup 10 ай бұрын
Sorry for your loss, but at least you're covered. Might not always be the most wise decision financially, but it just gives so much peace of mind in case anything happens.
@kristanmuit3312 Жыл бұрын
Just a question. Once you get the service agreement from DJI, that means care refresh has been activated already?Thanks!
@jaco_oosthuizen 2 жыл бұрын
Good for you! Unfortunately I cannot make use of DJI Care here in South Africa, as far as I know. Maybe DJI care can expand their service to South Africa???
@t0mwhazzup 2 жыл бұрын
I am really surprised that DJI care is not available worldwide. Maybe they will see your comment and respond. But as I explained in the video, in my case, DJI care was not even necessary!
@mxracingunlimitedltd7784 Жыл бұрын
Dont forget that DJI does repairs on drones and gets them back to brand new even the care plan has ended already. The prices are fair and are probably honestly going to be about the same as letting an aftermarket shop do it unless it needs a big electronic part and you have the option of going with a nice used replacement part. Or for instance on an older DJI drone like the Air2. That are all prob over 2yrs now. They list the price of a lot of the common parts that break and how many labor hours it is depending on its category. i think its 60$/hr. So i want to say camera gimbal repair is 2 hours and the parts are about 30$ for each indivual piece and then alittle more for the camera and theres 3 little motors built in. A gimbal arm is about $30 and if thats all thats cracked on yours and then be put back together again correctly and calibrated.. youll prob end up with a $300 bill for a camera repair becuase thats usually the most expensive for crashes, but thats a lot cheaper than a new drone..
@t0mwhazzup Жыл бұрын
Yes, I think I talked about the price of repair (without DJI care refresh) in the video. Ir might be the better/cheaper way if it's only a damage. But in case of flyaways (I had two already), DJI care refresh is the cheaper solution 🙂 You don't know beforehand, unfortunately
@front2427 Жыл бұрын
Hi Tom,youre obviously very lucky, Ive been waiting for 3 weeks for a replacement battery from this company, after spending over 2k uk on their products.awful customer support.I will keep you up to date.
@t0mwhazzup Жыл бұрын
I hope this gets resolved quickly!
@t0mwhazzup Жыл бұрын
@@readmore4342 I am sorry, I am not from the UK, but maybe you can see the price on the DJI UK website in the shop
@front2427 Жыл бұрын
resolved, not quickly but however resolved,thankyou DJI
@readmore4342 Жыл бұрын
@@t0mwhazzup£85... Quid as we say in the uk for two years. thanks again for your reply, have a nice life
@front2427 Жыл бұрын
@@readmore4342 75 notes you use the code
@patfish3291 2 жыл бұрын
Don't get your math :-) ...you told us your accident was a warranty case ...so your costs woukd be still at 60€ without care refresh- right? ...But I totally agree it's worth to have care refresh! ... I feel so much saver/better every time I fly over water or in a forest :-)
@t0mwhazzup 2 жыл бұрын
Yes, it was handled under warranty, but that was only luck. (Actually it was my fault... don't know why DJI handles it that way, but I am not going to complain 😉 What I also really like about it is ease of mind. Even if the drone crashes or gets lost, I know I can get a replacement. So I don't worry when flying no matter what :)
@flightographist 2 жыл бұрын
I had to avail myself of refresh about a week after I started flying my MP3. Unfortunately, the vendor that sold me the refresh ( I purchased the drone from Best Buy and they did not have refresh) did so without being in possession of the codes; they didn't inform me about that until days after I bought it, but indicated they would bind it to my drone- they didn't. At first DJI wanted me to deal with the vendor, I refused and indicated I would take another route. They acquiesced and said they would honor it. I sent it in but somehow their system was indicating they did not have it, my courier provided proof of delivery and again they acquiesced. I like the drone, it's a good flying camera but not a great flying camera. I'm not convinced about the customer service though, it seems it could be quite easy to get lost in that system and be neglected which is terrible for what ends up being a 2k purchase after all is said and done.
@t0mwhazzup Жыл бұрын
Sorry to hear that it didn't work out so well for you. Maybe customer service quality/reliability is different for different service centers, but the one responsible for Austria/Germany seems to do just fine. At least you're happy with the Mini 3 Pro. With all the problems (range, freeze-ups) you hear about on KZfaq, you'd think it's a very flawed device. But not for me - everything works just fine and the range is very reliable for me - but I stay within the 500 m range to maintain VLOS most of the time. I tried up to 1 km in alpine areas, no problems there at all - as long as you don't fly behind a mountain :D
@CastBlastCamp 8 сағат бұрын
I was my hovering my drone about 5 feet off the ground this evening when a prompt popped up on the screen with scrolling text, as I was trying to read the prompt while NOT touching the screen or joysticks the remote randomly said returning to home ( 80%+ battery) and went straight up into a tree branch causing it to crash into the street and messing up the propellers, cracking the gimbal arm, chewed up a few corners, and popped / broke off two other cover parts on the gimbal /mount. I already reached out to DJI about the incident. They have sent me a shipping label. My question would be has this happened to anyone else? If so did DJI repair it for free? Any help is most appreciated, thanks!
@t0mwhazzup 8 сағат бұрын
@@CastBlastCamp Wow, that's a weird behaviour. Never heard something like that. Do you already know if DJI covers this for free? Which country are you in? This also makes a difference. The DJI repair center for Austria/Germany was always acting very well.
@CastBlastCamp 8 сағат бұрын
@@t0mwhazzup I'm hoping DJI will cover it for free , knowing that it was not pilot input causing the crash, but I'm not sure if they will. USA. I just got it too, my first drone, was planning on using it to get some footage tomorrow too....
@Tom-zy5ci Жыл бұрын
Good evening, thank you for your experience, do you absolutely have to bring the drone back to them so that the Dji Fresch card works, because in the water if it's in it, it's not easy to find it? thank you for feedback
@t0mwhazzup Жыл бұрын
No, when you can't get the drone back you still get a new one from DJI, but in this case it's a flyaway (instead of a damage) and is more expensive (255 vs 70-80 Euros in Austria)
@Tom-zy5ci Жыл бұрын
@@t0mwhazzup thank you for your quick return, I lost 2 mavic, pro and pro 2 in a tree for the mavic pro and in the water for the pro 2 and therefore could not recover them, I did not have the Dji car card either. I have just taken the mini pro 3 and I will from experience take the Dji care card, it is obvious to be quiet. Dji are very reactive level sav, by experience ... thank you very much and have a good flight
@mrredMavicair 2 жыл бұрын
The only thing DJI care offers you is less fear of losing your drone or crashing it , it's a head's or tails weather you need it . Most times you don't . But of course it's a insurance for those worrying about flying or taking risks out of the normal .
@t0mwhazzup 2 жыл бұрын
I kind of agree. For minor damages the actual repair might be cheaper than paying for DJI care refresh and the damage fee. For flyaways DJI care is cheaper. But you never know what you're gonna need. I am happy to have that insurance, as you said, I don't need to worry that much.
@niklaseder316 5 ай бұрын
Hi Tom, ich bin auch aus Österreich und wollte fragen, wie genau das mit dem Care Refresh funktioniert. Mir wird die Avata also ersetzt, auch wenn ich am Crash verschuldet war und wie „kaputt“ muss sie sein, dass ich eine neue bekomme? Tolles Video und danke schon mal für deine Hilfe! LG
@t0mwhazzup 5 ай бұрын
Danke für deinen Kommentar! Ja, auch und vor allem, wenn du Schuld hast - ist wie eine Kaskoversicherung beim Auto. Wenn es kein FlyAway ist schickst du sie ein und bekommst eine neue oder neuwertige Avata retour. Wie kaputt sie sein muss, kann ich dir nicht sagen, aber wenn nur ein Propeller oder so kaputt ist, würd ich den eher selber tauschen. Ist billiger, hab ich auch gemacht. Ich hab meine Avata nämlich in Island bei 60km/h gegen einen Felsen gecrasht - sie war nur etwas zerkratzt und die Propeller kaputt. Hab ich selber ausgetauscht und war billiger als der Selbstbehalt vom Care Refresh 🙂 Du kannst das Video von Island hier sehen, wenns dich interessiert.. da sieht man den Crash auch 🙂 --> kzfaq.info/get/bejne/l7qnaaxpxL3elIk.htmlsi=djoL0635VpnYdbfK
@mattalford3932 11 ай бұрын
If you dont use it, they extend the manufacturers warranty for 1 year. It's not even that expensive to pay for a replacement if you crash it.
@t0mwhazzup 11 ай бұрын
True, I've heard that, too.
@intothevortex7825 4 ай бұрын
How does fly away work if the drone flys into a canyon or lake and cannot be recovered??
@t0mwhazzup 2 ай бұрын
That's actually what the flyaway coverage is for :) I don't remember the exact process (since it's been some time since my last flyaway), but you have to send the logs to DJI so that they can check everything. Best thing is to google for it.
@Leave_me_a_DRONE Жыл бұрын
Tom hello. Trying to file a flyaway report but cant find correct info how to do that. could you please help? thank you.
@t0mwhazzup Жыл бұрын
Did you find an answer already? It's long ago, so I don't remember exactly, but I remember that it was a bit hard to find, true. I think I did something on the RC, inside user profile or settings, and then googled for dji flyaway and filed a report there. But not 100 % sure
@hengweizhang3895 Жыл бұрын
what if U found the lost drone that covered by flyaway? can you still use it?
@t0mwhazzup Жыл бұрын
No, it's not useable any more when you report the drone flyaway.
@sidneimarques 4 ай бұрын
Tom, if the flyaway is my mistake as pilot, and if I have DJI Care, this will send me a new one?
@t0mwhazzup 4 ай бұрын
Yes!
@PressRec Жыл бұрын
I have a mini 3 pro too, but if I crash the care refresh saves me only about 200 euros because a new drone will cost me 714€ (already have the RC) Don’t think I really need it
@t0mwhazzup Жыл бұрын
Of course it's a decision you have to make for yourself. I have crashed a few drones since I do risky maneuvers and fly in narrow spaces, and then it really pays off.
@dedgemusic Жыл бұрын
But in the normal warranty there's what included exactly? 2 years warranty should be mandatory for every company
@t0mwhazzup Жыл бұрын
The normal warranty doesn't cover pilot's error, DJI care refresh does :) I don't know exactly what is covered in the normal warranty.
@royjohnsonvideo Жыл бұрын
Great video. I would have prefered it without the background music, very distracting. Regards...
@t0mwhazzup Жыл бұрын
Hey Roy, thanks for your feedback!
@wandat46 Жыл бұрын
Yeah, I usually back out of videos with all that music.
@swcblad 8 ай бұрын
what is pilot error in the firsr place?
@t0mwhazzup 8 ай бұрын
That can be a very philosophic question 🙂
@garhwali_traveller_ Жыл бұрын
In India ... dji is banned ... if you fly its all pilot risk... recently i crashed my drone ... and the battery is dead ... and for imu cable and 1 single damer and arm screw inside cost me $100 ... its so expensive in India...
@onbekend100 Жыл бұрын
If i sell my dji drone, Can i sell it with DJI Care Refresh 2-Year Plan (DJI Mini 3 Pro)?
@t0mwhazzup Жыл бұрын
As far as I know, you can sell your Care Refresh plan with the drone.
@jonaiello Жыл бұрын
I am just curious how old are you? I know age is just a number
@arikavital5044 Жыл бұрын
The Drone is not bad but Dji service is so bad! I bought one in China upgraded the package to 47 min batteries and extras, continue to travel to other countries as many of us do and will, the drone had a failure with the sensors it didn’t brake went straight to the water and sunken, I rescued it, contacted DJI in Europe and apparently in different country there is no warranty, no body tells you when you buy, you would assume that it is an international company! I lost 1200us dollars with 3 months of use!! I got a manipulative unswears from the company offers me 15% off the price of a new one then after discussion 30%, replacing me with a replacement drone that might be used fixed one I am not sure if it’s even new. Basically they offer TAKING from me my drone and making me buy a new one for a small discount! I am done with this company. They are way over their head. What a shame, if I knew that I will not be able to use this drone when I am traveling in different countries I would never buy it!! Is way to expensive to risk the lost because they don’t give you warranty in different country! What’s the point to buy it if you can’t travel with it?! JUST LIKE TAHT!
@t0mwhazzup Жыл бұрын
I am very sorry to hear about your experience. I would have expected that you can claim your warranty anywhere in the world as they operate worldwide. And even if not, I would have expected them to find a solution that fits your special situation. As described in the video, I had only positive experience with them, but I absolutely see your disappointment there.
@Billbobaker 2 жыл бұрын
They didn't cover my mini 2 in a fly away... not sure I will pay for that on my new mini 2 and 3. just money I threw away really.
@t0mwhazzup 2 жыл бұрын
Sorry to hear. Could you tell me more why they wouldn't pay?
@Billbobaker 2 жыл бұрын
@@t0mwhazzup they said I had to return the drone and sent me a shipping lable.
@t0mwhazzup 2 жыл бұрын
@@Billbobaker Sounds to me as if you opened a "normal" case, not a flyaway case. I do remember that I had a hard time finding the right webpage for opening the flyaway case. Did you double check?
@Billbobaker 2 жыл бұрын
@@t0mwhazzup No. I just ordered a new one from Costco.
@t0mwhazzup 2 жыл бұрын
@@Billbobaker I hope you are going to do well with your new one!
@cuerenegeland5947 Жыл бұрын
First of all, youre counting your warranty into the cost when that's a completely different situation. Second, even if it was your fault, youre assuming it would have been covered and you would get a new drone. You simply dont know that. So this entire video was based on bs. The only thing i see is, you would have saved a bunch of money on your gimbal repair if you didnt waste it on insurance.
@t0mwhazzup Жыл бұрын
Well, I can see your opinion and I appreciate your thoughts. I've had two flyaways so far and one gimbal repair, everything was handled well by DJI without any problems. For me, it has paid off, but that's the thing with insurance. Expensive if you don't actually need it, but good to have if you do. The video was more about my experience with care refresh, and I can't say anything negative. But by now I know that other people have had different experience with DJI.
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