DJI Support Portal
Dear DJI Dealer
Actualized by 26.08.22 - Newest added and updated items are in green.
If there are any problems with your DJI products, there are various ways to handle them and find a solution.
On this portal, you can also find info and help in the most frequent situations where you need to help your end-user.
We frequently update and actualize our PDF documents without notice.
NB: After clicking on your chosen PDF link please ALWAYS refresh your browser window with the PDF so you don't get an old (cached) version but the newest updated one.
1. DEALER Section:
What-To-Do when an End-user approaches a Dealer with a defective DJI product.
Please respond to your customer with this or a similar attitude:
Despite accurate quality control, technical problems can not be avoided 100%.
We take your request very seriously and want to help as quickly as possible.
Our customer's product and service satisfaction is our top priority.
| Hotline and DJI Support for Dealers |
1st attempt: please use the DJI contact options in Section 3. Useful Info & Tips below. |
| DJI-RMA procedures for DEALERS | Link to PDF guidelines in English |
| TROUBLESHOOTING – check and find a problem | DJI-PRE repair check |
| DOA (max 14 days from purchase or activation) WARRANTY (max 2 years from purchase or activation) BATTERIES (6 months or 1-year Warranty from purchase) |
DJI RMA Dealer Guide Tips and RMA Scenarios for Dealers NB - DJI Battery Warranty Policy for DEALERS |
| OUT-of-WARRANTY repairs |
DJI RMA Dealer Guide Tips and RMA Scenarios for Dealers |
| FLY-AWAY (max 2 years from purchase or activation) | FLY-AWAY Dealer Guide |
| HOW to Export the Flight Record and Cached Video files | FLIGHT Log and Video files Export Guide |
| HOW to register a product ONLINE at DJI/Support/Repair |
DJI RMA Enduser Guide (see pkt.1-3) Video Tutorial (audio in Swedish) |
| Registering a CAS by fill-out-and-print-the-GTS-form | DJI_Global_Technical_Support_Form_Dealers |
| NB When using the DJI Dealer-System for RMA | NB using DJI DealerSystem for RMA |
| NB When shipping (more than one) RMA product to DJI | Ship DJI RMA products to the right address in NL |
| FREE LABELS provided by DJI in NL (Netherlands) incl. DJI Label Policy (EU) & DJI Label Policy (Norway) |
DJI RMA Dealer Guide Tips and RMA Scenarios for Dealers |
| NB When asking BOSTON for a free shipping label | FREE LABELS from Boston - Policy |
| TOLLFAKTURA only for shipments from Norway to the EU |
TOLLFAKTURA_Dealer to DJI-Nuth TOLLFAKTURA_Dealer to DJI-Barendrecht TOLLFAKTURA_Dealer to Boston in DK |
| What to do if the Warranty is denied and the RMA has to be paid? | RMA denied Warranty PI to pay DEALER guide |
| What can you expect to pay for an Out-of-Warranty Repair? | Pricelist of DJI services and spareparts for repair |
| RYZE Tello TROUBLESHOOTING – check and find problem RYZE Tello drones DOA – Warranty – Out-of-Warranty RYZE Tello AS-Policies - Live-Chat - Support - Contact |
RYZE Tello PRE repair check RYZE Tello RMA Procedures (see pkt. 1) RYZE Tello Policies & Support |
| For POWER stores. When Conmodo sends a payable PI (Proforma Invoice) for a repair at DJI. And the end-user only wants to pay it at the store, Boston can prepay the PI and invoice the store afterwards. Follow the tutorial. |
How to ask Boston to prepay a DJI PI and to be invoiced by Boston |
2. END-USER Section - For the shortest Turn-Around-Time:
Dealer please copy and forward these PDFs to the End-user to handle the case on his/her own.
| RMA procedures for END-USERS | Link to PDF-guidelines for end-users in English |
| TROUBLESHOOTING – check and find the problem |
DJI-PRE repair check or RYZE Tello PRE repair check |
| DOA (max 14 days from purchase or activation) WARRANTY (max 2 years from purchase or activation) OUT-of-WARRANTY repairs BATTERIES (max 1 year from purchase or activation) |
DJI RMA Enduser Guide |
| FLY-AWAY (max 2 years from purchase or activation) | FLY-AWAY Enduser Guide |
| HOW to Export the Flight Record and Cached Video files | FLIGHT Log and Video files Export Guide |
| HOW to register a product ONLINE at DJI/Support/Repair |
DJI RMA Enduser Guide (see pkt. 1-3) Video Tutorial (audio in Swedish) |
| Registering a CAS by fill-out-and -print-GTS-form | DJI-GTS-form-blank-Enduser |
| What to do if the Warranty is denied and the RMA has to be paid? |
RMA denied Warranty PI to pay ENDUSER guide |
| What can you expect to pay for an Out-of-Warranty Repair? |
Pricelist of DJI services and spareparts for repair |
| BATTERIES – LiPo & Li-Ion - 8 things you have to know ! |
Tip - Storing DJI batteries over a longer period |
| BATTERIES – Mavic 2 latest FW update w new functions | Tip - Mavic 2 Battery Safety Mechanisms |
| BATTERIES – TB50 & TB55 solved issues & NEW Guidelines | Tip - TB50 & TB55 Battery FW Update & Guidelines |
| BATTERIES – flying in cold surroundings - need to know ! | Tip - Flying in the Cold |
| Need to solve a DJI problem within a few minutes | Tip - How to DJI ONLINE CHAT by browser |
| For technical support (For Mavic series, Spark, Inspire series, Osmo series, Phantom 3 series and Phantom 4 series only) | Please click here |
3. Useful INFO & Tips for Dealers
| Subject | Links & PDF-guidelines in English |
| DJI After-Sales Service Policy | https://www.dji.com/dk/service/policy |
| BATTERIES (6 months or 1-year Warranty from purchase) | NB - DJI Battery Warranty Policy for DEALERS |
| BATTERIES – LiPo & Li-Ion 8 things you have to know! | Tip - Storing DJI batteries over a longer period |
| BATTERIES – Mavic 2 latest FW update w new functions | Tip - Mavic 2 Battery Safety Mechanisms |
| BATTERIES – TB50 & TB55 solved issues & NEW Guidelines | Tip - TB50 & TB55 Battery FW Update & Guidelines |
| BATTERIES – flying in cold surroundings - need to know! | Tip - Flying in the Cold |
| SN - Has this SN a DJI Care? & How long remaining time ? | https://repair.dji.com/en/djicare/coverage |
| SN - Is this SN activated? ( and when? ) | Ask in a mail to ff@boston.dk |
| SN - Is this SN a Boston import? | Ask in a mail to ff@boston.dk |
| HOW to AVOID repair delays and warranty rejections | Tip - How to avoid delays and warranty rejections |
| STATUS on a Repair or DOA at DJI? put in your DJI CAS-No | https://repair.dji.com/en/support/RepairTrace |
| SPARE PARTS & Accessories - if Not found in our HQ stock ? | Look if you can find them here - 1-2 days delivery |
| Hotline and DJI Support for Dealers | How to do/contact overview: |
Chat/Phone: simple/normal daily business requests, like: Send Back Unrepaired, No-Fault-Found-Feedback, Quotation, status, quick technical questions where help is needed, update a (repair)-case with further information CHAT: open the link https://www.dji.com/cz/support?site=brandsite&from=nav , scroll down to “Other Support Option” + click at “Online Support” + follow the instructions PHONE EUROPE (GERMAN): +49 (0) 9771 - 906 990 Mon-Fri 8:00AM - 5:00PM (GMT+1) PHONE EUROPE (ENGLISH): +31 20 654 5202 Mon-Fri 9:00AM - 5:00PM (GMT+1) E-MAIL: complicated cases, escalated cases, non-daily-business-requests à support.eu@dji.com or support.ge@dji.com Invoice requests à info.europe@dji.com GKAS-E-MAIL: placed GKAS-orders, special cases, GKAS related stuff which needs to be discussed with your GKAS-contact Patrick or Corinna: dealer.de@dji.com With this we hope we can reduce the Email requests for our DJI Support and can provide you a faster service without long waiting time, as the turnaround time from receiving and solving your Chat/Phone request will only take some minutes – instead of hours or days like you do have for E-mails/Tickets |
|
| BOSTON DJI Support v/ Fritz Feichtinger CTO. E-Mail: ff@boston.dk Tlf: +45 4810 4874 | |
4. MARKETING Material for Dealers
| Subject | Links & PDF-guidelines in English |
| PRODUCT tutorials – FAQ – specs – updates – online chat | Tip - A quick way to find help for DJI products online |
| TERMS & most used Abbreviations for drones | Tip - Terms and Abbreviations for drones |
| COMPARE DJI CARE vs DJI CARE Refresh | DJI CARE Overview - Difference & How to activate |
| COMPARE all DJI Enterprise Platforms & Payloads | DJI_EP-Portfolio online xls-sheet / PDF-printable sheet |
| DJI Enterprise Dealer Training, Webinars, Workshops etc |
Mail: ff@boston.dk |
| DJI Enterprise Marketing Portal | Website Click here: require password here: ff@boston.dk |
5. Drone EU REGULATIONS for legal flying - valid from 01.01.2021
| Subject | Links to websites |
| Drone Classes + EU rules before + after 2023 | EASA-EU rules Overview site Rules before & after 2023 in 2 tabels on 1 PDF |
| NEW EU Drone Rules for hobby and recreational purpose | All info in one Website - incl. Explaining Video |
| NEW EU Drone Rules for professional operators and drone pilots | All info in one Website - incl. Explaining Video |
| EU National Rules, exceptions, education, insurance, etc. | Individual info: Click on flag for desired country |
| NEW National EU Drone-Rules in the Nordics | click on your country DK - NO - SE - FI |
| Where to Register Drone Operators and Pilots | click on your country DK - NO - SE - FI |
| Online Education for A1/A3 | click on your country DK - NO - SE - FI |
