DJI replacement plan and customer service
I purchased the Mavic mini 2 about a year ago with the refresh replacement insurance for $79 on their website. I have only flown it about three times. About six weeks ago I flew the drone over a lake and it hit a tree I did not see and I lost it the drone. I followed the steps to file the claim using the replacement plan insurance. The steps online to activate the insurance claim are very confusing so I ended up contacting customer service for help. Turns out there is fine print in the agreement about bonding the unit to the website in order to activate the insurance which I had not seen or done. I certainly had my receipt and evidence of purchase as I have an account on DJI.com showing the purchase and I supplied the flight log. Received a series of communications back about trying to honor some part of the insurance. The final email from their customer service team several weeks ago was that they would sell me a replacement unit for $225 and it would ship as soon as I paid however no invoice was ever supplied. I have asked for follow up explanation on how the care plan is being utilized or if I am getting a credit for having purchased it. No response. I’ve also asked them to supply the invoice so I can get the replacement unit paid for and shipped. No response. The drone and equipment itself is amazing. But the customer service sucks and the refresh care package including the website around utilizing this is confusing. It seems to be intentionally this way so they can void the replacement insurance easily. Buyer beware of paying for this insurance plan there are loopholes that they can use to refuse to honor it. In the meantime I have no drone I’ve paid for a replacement plan and customer service will not respond to my emails. Follow up: 10-26-21 Payment link received as well as follow up email from DJI customer care. I have processed the required payment and will await the new unit.