On the whole the experience is pretty good. Obviously you have to way up the cost implications, but for service it’s good.
After my crash, I took some photos of the damage. Logged in and gave a description of what happened. They then give a case number. Then after review send a ups label. Boxed the drone up and dropped it off at the ups collection point, but you can get it collected from home.
They will then send a report to you and a quote, but as I have refresh it was just the standard £109 For the zoom. When that’s paid they send it or a new or refurb unit back to you.
I sent mine in a shoebox but the one I got back was in a new dji box and sealed so it appears to be a new aircraft, they also sent new props.
The whole process took 10 days.
It’s a pity the weather was rubbish or I’d have had it in the air quicker.
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Which is pretty good, really 
I had a similar turnaround time with a CrystalSky last year too and they sent UPS to collect it from me!
They’re all refurbs Steve, but thankfully refurbed by DJI and not someone on ebay claiming to be a trained DJI technician 
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No flight logs?