Bests & Worsts Reviews from Amazon

I purchased the DJI Care Refresh plan that allows 2 replacements a year for a fee. I had some damage to the drone and immediately followed the instructions to complete the repair request and sent the product with a prepaid label. This is where the odyssey begins. After acknowledging receipt of the product 3 days later (the repair center I sent it to is less than 1 hour away from my house!), I heard nothing from the company for 7 days. The repair process inquiry on the website is buggy and most of the time you have to enter the case number manually a few times before you see the status. The status did not change throughout the period of time 97 days), saying "conducting damage assessment. Bear in mind that the DJI Care Refresh offers the option to just have a replacement sent right away without a damage assessment, but NOWHERE in the repair request did it offer a way to access this feature. When I tried to call the support number the first time, I was on hold for 47 minutes (yes you read that right) to then speak to some representative who spoke halting english and had no more information than what I had already read on the website. I waited another couple of days, wrote 3 emails that went unanswered, tried the online chat route (again waiting on hold for 30+ minutes) and was given the same useless information. I wrote another couple of emails, unanswered as of today, then called again and waited on hold for 37 minutes. This time the rep was a bit better and promised to contact "them" to ask about status. I finally received an update today via email that said that the "damage assessment had been completed" and to check the (buggy and confusing) repair process update website. When I did so, the status was still "conducting damage assessment". You guessed it, I called support again, and after waiting for another long time I asked what was going on. I was told that it takes 3-5 days for "them" to send me an email with the quote and then I could choose if I wanted a repair or one of my replacements. 3-5 days after 7 days of assessment, to write an email! Unsatisfied and being a glutton for punishment, I went back to the online chat.. After "ONLY" 25 minutes i got to text with someone who seemed a little less incompetent and after I insisted that it should not take 3-5 days to send an email, he promised he would follow up with "them" and try to expedite the email. Lo and behold, I received a quote 15 minutes later from "them" and I was able to pay the replacement fee. "They" said it takes 1-2 business days to actually ship the replacement. I am now waiting anxiously. In all, from when the request was accepted by "them" until I will (hopefully) receive the replacement, it will be 2 weeks. This for a process that promises to "send you the replacement as soon as we receive the product". I still have not figured out who "they" are, and have never been able to speak to "them", but I know that "they" are incompetent and slow and I will never again in my life buy another DJI product, nor recommend to anyone to buy one. If you do buy one, make sure you NEVER have to deal with "their" customer service or after sales service, because it will be a traumatizing experience. If I could give less than 1 star, or negative stars, I would. The only redeeming quality is that the call center employees were very patient with me and tried their best, their only fault is working for a terrible company. The product itself performs as advertised, and I hope to have it back soon so I can use it.