Booking A Drone Repair

In the event of perceived technical issues, the first line of defence is to call heliguy™ and our DJI-trained staff will attempt to resolve the problem remotely, free of charge. This often provides a rapid, real-time resolution to reduce downtime, maintain operational continuity, and remove the burden of sending in the hardware for repair. heliguy™ has, at any one time, up to 15 members of staff managing the inbound phone lines, and our support team is on hand to provide remote technical assistance from 8am-5pm, Monday to Friday.

If a remote remedy is not possible, the ongoing technical process is underpinned by the heliguy™ RMA ticketing system. This ensures effective end-to-end management of support requests and repairs, from the reporting stage through to resolution and hardware return. Book a repair by opening a new ticket via the online booking system. Ensure you have a standard heliguy™ account as well as a heliguy™ repair account.

After booking your equipment for repair, send it to us. We can issue you with a DPD label - which is prepaid by us for warranty repairs or if your equipment is covered by heliguy™ Repair Refresh; or costs £15 for standard repairs. Alternatively, you can arrange your own collection via a courier of your choice, or drop it off to us. Let us know your collection preference when completing the online booking repair form.

Once we’ve received your equipment, our in-house technicians will conduct an inspection and issue you a repair quote. We will only start work once you have given us the authority to do so. A £27.50 inspection fee applies if you do not proceed with repair. This charge will be waived if you agree to the work. Inspection is also free for warranty claims/Repair Refresh tickets.

The majority of repairs can be completed in-house at heliguy™ within 5 to 7 working days. Or pay an additional £75 to benefit from our 72-hour fast-track service. Occasionally, we need to send equipment to DJI’s European repair centre. This can extend the repair time up to three weeks, but we can look after shipping for you. During repair, use your ticket number to track your status online, giving you full oversight of progress. Upon completion, our technicians conduct full testing. You will only be issued with a finalised quote and receipt for payment when your equipment is in full working order. We can handle returns via DPD which is free for warranty repairs/Repair Refresh claims, or £15 for all other repairs. Or, you can make your own arrangements.