Hi all
I should have received my FPV controller on the 9th of September but it was taken away from the collection point by an unknown person. I have contacted DHL and DJ but having no luck. I have sent them evidence from DHL showing that the item is still waiting collection. The collection point accepts no responsibility for the theft and DJI keep saying we are investigating. Is 6 weeks to long for me to wait or am i being unfair?
Pulling my hair out (what i have left) 
I donât think Iâd have waited six hours, never mind six weeks 
Your agreement for the repair / replacement was with DJI and Iâd be expecting them to resolve the issue.
Hi Paul I would be like rich said onto them straight away, you allowing 6 weeks will be more in your favour as itâs definitely missing not misplaced, keep on to them daily.
I have said to you the other day about DHL updates were bad and even failed to message me stop before so I be watching out, luckily I saw the van and it was 2 hrs before the time stated to me, page was not updated saying delivered then yesterday got a message to apologise in delays that my delivery has not arrived yet 
so clicked on tracking and below the apologise is message delivered and a picture of it in his hand at the gate.
Good luck
Itâs a bit like any delivery company ( Evri in particular coz I hate them) Usual response from them is âYour issue lies squarely with the company you bought the item off,Nowt to do with usâ 
I hear you.
Just tried DJI again and after waiting 10 mins they hung up.
Grrrrrrrr
Your dealings are with DJI - you have a contract with DJI to repair and return your item.
DJI have a contract with DHL to ship the repair. It should now sit with DJI to argue with DHL about what has happened with this item. They should put in a claim with DHL for the missing item as its now been overdue for quite some time and DJI should send out a replacement for the item and claim the costs back from DHL.
Keep on at DJI till itâs resolved. Your not DHLâs customer but DJIâs so DHL will not entertain your questions or claim as your not the account holder.
Knowing how good DJI can be about service repairs I am sure they will do right by you and send you out a replacement.
Hi Paul, working for DHL I dont know how anyone could of collected it without the AWB number and a form of ID ?? sounds a bit sus to meâŚ
HI @BigDog The collection point looked on the CCTV on the 9th when i arrived to collect. They have it on CCTV another driver picking the item up off the counter and walking away with it.
The collection point did not keep the item secure.
I have given DJI the address and phone number of the collection point and prove the item hasnt been scanned. At the end of the day its not my fault but im the one inconvenienced. Poor support from DJI. I will never use again.
DJIâs is usually superb and in my experience 2nd to none.
Have you tried using the service progress function/ option within the DJI Store app. They usually answer questions quite quickly via that means of communication.
When communicating with them, lay it on thick, then they send you some freebieâs as an apology.
When they replaced my Avata 2 & Goggles 3, they forgot to enclose the spacer pad for the forehead rest, when I reached out to them, they dispatched it for next day delivery along with 2x128GB SD cards as an apology
Were you obliged to pick it up from the collection point? You havenât confirmed this and itâs an important point in law. Dji shipped to you via their contracted partner. DHLâs partner is likely the collection point you refer to. So, Dji has shipped, DHL has delivered. And DHLâs partner has experienced a theft. DJI will sort you out, but DHL would the seek recompense from their collection point for some failure in the contract between DHL and said âcollection pointâ. Iâd not be blaming DJI for this but for sure, youâre inconvenienced, not them or DHL - best of luckđ
(moot point but if youâd had the item delivered to home and it had been stolen from your doorstep, DJI would be the party responsible for immediate resolution)
I got a notification to pick it up from the collection point but when i arrived the item was not there. The collection point knows it was taken but are very unhelpful. Wouldnât give me the CCTV as it was to much hassel.
I know its not DJI or Dhl fault the item was taken but surley it doesnât take 6 weeks to see the item was never collected. I beleive they should claim against the collection point. 
Just so irritating than a company as big as DJI canât sort
DJI blaming DHL
DHL blaming Collection Point
And collection point saying not my problem
Tell them you want the cctv or youâll be taking the theft up with the police?
Totally agreed - hopefully it will get sorted. DJI have (imo anyway) always delivered great customer service
the collection point isnât obliged to provide the footage to anyone except the police. Data protectionâŚand the police wonât pursue as itâs a trivial issue (in their world) - they donât even show up for serious house burglaries preferring insurers to resolve (which is just plain wrong)
By which time theyll claim the cctv has been recorded over
where abouts did you collect it from, town city ???
Was supposed to collect it from my local londis Long Eaton Nottinghamshire
We I work at the hub not there at the mo due to being on hols, back Monday hence if your happy to PM me your AWB number I will do some diging ???
There having a rough time of it as late âŚ
