Your Guide to Opening a Repair Application with DJI

Thanks for choosing Candrone as your DJI dealer. If something’s gone wrong with your DJI equipment, or you just need routine maintenance, this guide walks you through how to open the right service application directly with DJI.

Service requests for DJI products are handled through DJI’s online Service Request and Inquiry portal. As your dealer, Candrone is here to help you understand which path fits your situation, what information you’ll need on hand, and what to expect once your application is submitted. The application itself is something you’ll file directly with DJI, but we’re happy to help you prepare and answer questions along the way.

Which Service Should You Choose?

DJI offers four separate service paths. Picking the right one the first time saves you time, so take a quick read through these before you apply.

• Repair Service
  For when your product has a defect or issue and needs to be inspected and fixed. This is the most common application path for enterprise customers.

• Maintenance Service
  For routine upkeep, inspection, calibration, deep cleaning, and replacement of worn parts. This is preventive care, not a fix for a specific problem. As an enterprise customer, this is one of the most valuable services for keeping your fleet flight-ready.

• Flyaway Service
  For when your aircraft was lost or flew away during a flight and you can’t recover it. DJI will review your flight records and help determine next steps.

• Replacement Service
  For when you received your product within the last 30 days and it has a manufacturing defect, was damaged in transit, or doesn’t match its description. Replacement is faster than repair when you qualify.

Things to Know for Every Service

Before you ship

• Back up your data. DJI may format internal storage during inspection. Memory cards are not affected, but don’t send them.
• Send only what’s required. The application page lists exactly which components to include. Don’t send third-party propellers, stickers, QR codes, iPads, DSLR cameras, external microSD cards, or personal accessories.
• Ship within 7 calendar days of submitting your application. Late shipments can postpone your service.

Tracking your case

You can check the status of any service case anytime on DJI’s Service Progress Inquiry page. DJI will also email and call you at the major milestones, receipt, quotation, payment, completion, and shipment, so keep an eye on your inbox and phone.

Finding your serial number

You can find your product serial number on the package label, or in your DJI app: open the app, go to Profile > Device Management, select the corresponding product, and look for Aircraft SN.

Invoices and receipts

If you need a repair invoice or a flyaway invoice, contact DJI Support after you’ve made payment. For maintenance, the invoice comes from the authorized dealer where you purchased the service, if that’s Candrone, just reach out and we’ll get it to you.

Frequently Asked Questions

• How long does the whole process take?
  Timing varies by service. Maintenance is typically completed within 7 working days after DJI receives your product. Flyaway cases are evaluated within 2–3 working days. Repairs depend on inspection results and parts availability.

• What if I don’t hear back from DJI?
  Check DJI’s Service Progress Inquiry page first. If something looks stuck, contact DJI Support, or reach out to us at Candrone and we can help follow up.

• Can I cancel a service case after I’ve submitted it?
  Yes, contact DJI Support to cancel. This is especially relevant for flyaway cases if you find your aircraft after submitting.

• Do I have to pay for shipping?
  It depends. For Maintenance and Flyaway services, DJI covers shipping. For Repair, DJI covers two-way shipping if your product has a manufacturing defect under warranty, otherwise you cover the trip to DJI. For Replacement, DJI typically provides a shipping label.

• My product is an enterprise model. Is the process different?
  DJI’s portal flow is the same, but for Maintenance specifically, enterprise customers go through their Enterprise dealer (that’s us) for quotation rather than the standard consumer DJI Care path. For Repair, Replacement, and Flyaway, you submit through DJI’s portal directly.

• What if the technician finds something I didn’t mention?
  If DJI finds an additional malfunction outside the maintenance scope or warranty, they’ll send you the damage assessment and a price quotation. Work doesn’t begin until you accept and pay.

• Can Candrone open the application for me?
  Service applications are submitted directly by the product owner through DJI’s portal, that’s how DJI verifies the product, account, and contact details. We’re happy to walk you through the form, help you prepare your information, and answer questions, but the application itself needs to come from you.

Thanks for flying with Candrone; we’re here whenever you need us.