Using DJI Repair support in NL

Questions & Answers
1

Over 5 weeks ago I sent 2 of my O4 Air modules to the DJI Repair Centre in the Netherlands. I filed the items for repair on repair.dji.com and was instructed by their online service to send it myself to their support centre there.

I was given 2 case IDs and was able to check status updates in their support portal.

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I misread the above image for quite a while, by thinking the item had been received by DJI. When I contacted DJI support after about 3 weeks, they clarified to me that the item still hadn’t been received yet, as there was no “tick” in the second box. I did remark that the bold display and colouring was slightly confusing, but I admit that I misread it.

I had sent the package International Tracked, and on inspection of the tracking details, it quickly emerged that the item was stuck at dutch customs, ready to be sent back to me due to missing details. Up to today, the status of this message with PostNL has not changed. Neither Dutch customs or PostNL know where my package is. DJI was contacted by PostNL as the recipient, but couldn’t help with missing details either. Even today I do not know what the missing details were.

I’ve had a long and friendly conversation with DJI support, too. Maybe AI generated, but friendly nonetheless. DJI is very sorry, and keeps insisting that I should have sent the item with a prepaid label to avoid the lack of details at customs. I’ve been explaining to them that for me there was no such option when I logged the 2 repairs online.

Just before I thought I was going insane, I actually tried today to create a test repair using my DJI account, and low and behold, the site clearly tells me to send the package to a dutch address, with no link to prepaid labels provided:

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What I have found out though is that prepaid labels are available for US and Canadian customers. But not for UK based, it appears.

I’m in the process of complaining to DJI now about the potential loss of 2 Air modules, partially down to their miscommunication.

Has anybody on here sent items to NL for repair? Did you get to use a prepaid label or did you post the item manually via Royal Mail, for example, yourself?

2

Damn - this was not my experience at all…

I did send a couple of O4 pro units around 6 months ago - booked a ticket (single I believe), got a prepaid DPD label and they even produced travel documents for customs for me (just had to print those / package the items and drop the lot at my local DPD collection point).

One of the unit had the camera de-cased (I installed an aftermarket kit on it) and could not get an image – on the other one I did damage one of the ufl connectors (I was not claiming anything under warranty and was expecting to be charged tbh).

They contacted me a week or so later - I agreed to pay something like £30 (for the ufl work and maybe some postage not sure) and got 2 brand new units delivered a few days later (I was over the moon tbh)

Sorry to hear your experience does not tally…

3

Wow. How did you manage to get info where to take the item? Did they not give you the NL address?

Update: I’ve just tried to create a test repair in different browsers and it keeps giving me only the address option. I think I’m going to contact DJI UK or call the number in NL tomorrow.

4

I cannot recall anything out of the ordinary tbh - possible they changed their policy since tbh - I may have a go a bit later.
Found the email I got when I created the ticket (I am not mad :wink: :smiley: )

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5

Interesting. I had nothing like this. Maybe it has something to do with my account setup. Or they changed their policy.

Anyway! Thanks for your help, @Cedric :+1:

6

Before they opened their UK based repair centre, I had to send my Avata 2 to their Netherlands repair centre (it wasn’t a Care Refresh claim) and I had to download a prepaid DPD packaging label. There were 3x copies of said packaging label, which had to be filled in with my details.

Did you get a link to download these?

7

I’ve just gone through all my emails from 18/7, when I logged the 2 repair requests. I received nothing actually. No confirmation or label download link. Also, the online portal didn’t mention a label at all. This is what I’m trying to get across to DJI.

8

A brief update, for those who are interested.

It continues to be frustrating. I still have no idea where the package is and what PostNL and dutch customs are doing with it.

DJI says they’d love to help, but can’t, because I created my own shipping label and did not use their prepaid one.

And I keep reiterating to them that even if my 2 O4 modules would be returned to me today, I still wouldn’t be able to create a prepaid label to send it to NL. I’ve now created a screen grab video, which I sent to their Customer Service Manager. This demonstrated that no prepaid label is offered as an option to me. Yet DJI keeps insisting I haven’t used their prepaid label.

I have also initiated a refund and investigation with Royal Mail.

It would be easy for me to just lash out and kick off a blame game, but I do understand that each party involved wants to help. But it is extremely hard to actually get through to anyone at DJI who will look at my case in more detail. I will try again early next week.

9

Just to note

The label doesn’t come from DJI it will come from the courier on behalf of DJI

It use to be from UPS but my last one was from DPD

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10

It is a tricky situation

As far as DJI goes - you are telling them you sent something that they never received - and they have no contact/contract with the carrier so pretty much impossible for them to do anything about the parcel. Would be good if they could get to the bottom of why you did not see the return option..

Regarding the parcel - did you ship it with a copy of the invoice on the outside / or use the Royal Mail electronic attachment system? (for the customs declaration?)

11

Thanks for responding!

I basically created 2 repair orders on repair.dji.com, provided details about the faults. It then gave me 2 case numbers and told me twice to send it to the address in NL.

That’s all I had, and to be honest at the time, I thought this was sufficient for sending it and awaiting a quote for repair. I didn’t get an invoice or anything. I’ve checked spam etc and nothing was sent to me by DJI or a logistics partner.

Inside the package I labelled the items with their case number, to make DJI’s case easier to ID each module.

At the Post Office I registered the single package to be sent to NL as International Tracked. They asked about the content and where it is going. I’m not sure if I gave them my home address, which is beginning to worry me, as this could be a problem when it comes to returning it to me.

12

Have you tried to use your RM tracking number against the NL Post website - they should have a process for you to sort your customs situation

13

Yes the RM tracking number works with PostNL, who say that the item is being returned to me. I’ve chatted to PostNL multiple times now and they said the package is back with Customs. Yet Customs say it is with PostNL.

14

Update: I’ve had more comms from DJI and it feels like some kind of escalation has happened. I think I managed to get my problems understood and we’re working on this together now. Fingers crossed. :crossed_fingers:

15

The Post Office usually ask for your Post Code and house No. / Name, when posting items that are tracked, so hopefully, they will be able capture those details.

16

Quick update: unfortunately, it’s not looking great. :confused:

I’ve had quite a bit more back-and-forth with DJI, including an escalation to a manager. They’ve been polite and are still looking into it, so I don’t want to bash them.

I’ve also spoken to PostNL again, but the package with my two O4 modules is still effectively unaccounted for.

The main issue I’m pushing DJI on now is the shipping process. I’ve sent them a video showing that the current UK repair process still doesn’t give me a prepaid-label option. They’ve said they’ll provide me with an official DJI prepaid label if the package eventually comes back.

So I’m leaving it with them for now and seeing what happens. Hopefully it still ends positively, but I have to say the whole experience has been pretty disappointing. It’s definitely made me think twice about how much more DJI kit I buy in future.

17

Just thought I’d close this topic off and let you all know how it got resolved.

Eventually, my package was sent back to my UK address, after having spent 9 weeks at NL customs. Once I received it back, DJI sent me 2 DHL labels, which I then used to ship them to NL the normal way. Inspection took 3 days and I was charged EUR 15 for each of the Air Modules.

I have now received both of them and have added them back into my Meteor 75 and Rate W20, with one going spare, because in the meantime I had already purchased a new one.

I’m not entirely sure what happened, and why I did not receive the email with the labels in the first place. I do believe there was a mismatch with Email addresses on my DJI account.

On the whole, everything got resolved fine once I was able to stick to the DJI process. Outside of their process, DJI showed practically no flexibility or common sense. A simple phone call to the Dutch Post Office -to which I supplied ALL details to DJI Support- would have resolved the issue much sooner, but it was literally a case of “computer says no”.

I received multiple “please tell us how we did” after the saga was over. I have chosen to ignore them. Water under the bridge!