A Challenging Experience
This review is based upon case number: CAS-18309816-T0K4G0. The service and repair process started on 2024.09.26. I received my DJI Avata 2 back on 2024.10.11. The process took approximately two weeks to complete, which overall is not terribly long. However, during those two weeks, I struggled with customer support and repair to effectively correct my issue with my Avata 2. I had sent in my drone because I had identified defects in the gimbal structure of the aircraft after my maiden flight. No, I did not crash (I know there are a lot of people out there that would say they didn't crash and did, but I am not one of those people). After I sent in the pictures of the defect and my flight logs the DJI repair team immediately stated that I had crashed and wasn't under warranty. I had to fight tooth and nail with them to justify my case. It finally took me extracting the last recorded video from my goggles to prove where I was flying (around artificial turf) and whatever their data analysis team determined as a crash wasn't a crash. From the video, the evidence clearly displayed that the defects the aircraft had were not caused by any kind of crash. The manager who took on my case finally offered free repair of my issues. I am extremely grateful for the offer. After receive my drone back on 2024.10.11, DJI made effective repairs and the drone looks brand new. I haven't taken the aircraft out for a flight as of yet, but as of now my issue has been corrected.