Warranty claim rejected without documentation—disappointing service from DJI
UPDATE 14 october: DJI offered me a 50% discount on the repair. Accordingly, I have updated my rating from 1 to 3 stars. UPDATE 11 october: DJI wrote here on Trustpilot, in a reply, that a ‘relevant team’ has contacted me. Who exactly is this ‘relevant team’? ORIGINAL: My DJI Mini 4 Pro RC2 controller started charging erratically (the charger starts/stops after a few seconds regardless of charger/cable). The unit was sent to DJI for inspection via the retailer. Timeline (in brief): 2 Sep.: Through the retailer (Coolshop) I’m told that DJI rejects the claim due to “moisture/corrosion on the core board.” A repair is offered at €246.25. 10–11 Sep.: Instead of documentation, I’m forwarded a standardized text from DJI saying that “even humidity” can cause oxidation in, among other things, the drone. They say they attached photos (but forgot to attach them). – I reply that it’s unserious to write about my drone when it’s my controller I sent in. Also, this is a warranty claim, as the controller should withstand normal humidity. Finally, I remind them again to send the photos they forgot to attach plus documentation. 16 Sep.: The retailer states they are asking DJI to obtain the photos they forgot to attach. 26 Sep.: The retailer informs me they can no longer get hold of the photos from DJI — but instead offer an “exceptional 40% discount” (under €150). Still no service report or documentation of a red indicator/corrosion. 7 Oct.: I ask whether the retailer can’t just take new photos of the controller/the fault. 8 Oct.: The retailer writes that they refuse to send new photos of the controller (the red indicator/internal corrosion) that they previously forgot to attach, and that if I do not accept the offer within 5 days, they will return the controller. It seems too wild to be true—if I could attach screenshots of the correspondence, I would! As of today, my controller is still with DJI.