DJI Service
Reviews and Complaints

Prior to ordering a drone from DJI, I inquired with their support on shipping times as I assumed the pandemic was impacting times and I needed the drone by a specific date for work. Sales support said their would be no problem meeting my deadline. Two days after being shipped I get a notice from FedEx noting that the package was delayed in customs because the shipper (DJI) had not provided customs with the right information. I immediately reached out to DJI support to notify them and ask for an updated timeline. They said do not worry, there will be no delay our logistics team will handle it. Needless to say that did not happen and the package cleared customs a day after it was supposed to be delivered to me. The drone was useless at that point because it did not arrive on time for work, so I asked for a refund since they did not hold up their end of the promises that were made. I was told their policy would be to return the item and allow 3-5 days for inspection and 7-14 days for a refund to be processed after that. This is completely unreasonable as I never even received the package from FedEx in the first place. Customer support was terrible throughout this experience as well. I asked to speak to a supervisor and was told I would receive a call back. It has been a week with no call back. I have never dealt with a company this unreasonable or with this poor of customer service.

Back in June I crashed my Phantom 3 Advanced. I sent it to the CERRITOS, CA, US repair facility, paid for the repair and was a DIFFERENT Phantom 3. When I took it out to fly it, the GPS would cut out in midflight causing instability. At this point I contacted them and created another case, sent the replacement unit back in and was promptly told by Ken, that I would have to pay for the repair as I waited past 15 days to report the issue (it was less than 30 days but greater than 15 days) Nowhere in any of the emails does it say this. Only on a website does can it be found. Upon further pressing of the issue, I was then told that it was water damaged and that absolutely no warranty of any kind will be given, and hence I was accused (by action) of sending them a water damaged unit. Which, if I did, it was damaged when I received it. They say that the replacements are fully tested, yet this one was not even bound to the remote they sent back with it. Now I am out of a Phantom 3 advanced, Stuck with a repair invoice with NO itemized description (as I received when I sent the one I crashed back in)of parts need to be replaced. The Phantom flew, it recorded video, it was just the GPS that was not working... I have been unable to speak with anybody at the repair facility, the emails I get back say the same thing over and over, DJI would never send a water damaged unit. I have asked to have my property returned to me...

Absolute WORST customer service in the world. if there was an option to leave ZERO stars I would do that. I ordered the Mavic 2 about a month ago. I received tracking information about 2 weeks after the purchase, not the 3-5 business days as promised. After waiting 3 weeks of watching the tracking delivery date, and contacting FedEx directly they told me that the package is still in china customs awaiting paperwork from DJI. I have tried EVERYTHING possible but I get absolutely nowhere with DJI's customer service. Every number I call they hang up and tell me to do the live chat. I have spent every single day with the live chat only to get generic responses and them telling me they will email me in 48 hours. Weeks have passed *** I have not gotten a SINGLE email from them. I just paid $2,000 to never have received anything, get no response from DJI, with no resolution in sight. I have no idea what to do at this point. I tried to cancel my order and the only thing that DJI told me is to refuse the package when I receive it. I have never experienced such a nightmare of dealing with a company before. I recommend that anyone looking to purchase a drone to go with another company that cares about you after purchase. I have spent over $5,000 in drones and accessories in the past and after experience nonstop issues and horrible customer service I will NEVER purchase from DJI again. Please hope elsewhere ! My story is not an anomily, this is what they do! they take your money and then ignore you!

I was flying from a high location, a safe and reasonable location with no warnings. I flew it for a few minutes and then a wind warning signal came up. I tried to return to home but by then the wind was too strong it could not gain altitude to come to me. It eventually landed in a tree half a mile away from me and well below the home point, lost forever in the New Hampshire woods. I have DJI Care Refresh so I was upset but not too worried. However after weeks of confusing emails and spotty calls I was told that I would not get a replacement because it was my fault and I didn't immediately land it. But I DID try to immediately land it, I RTH but it couldn't reach that altitude and just flew away. That is my explanation but the DJI Service Team with my case wouldn't hear it. They took so long telling me I couldn't get my replacement that by the time I found out I just wanted it to be over. I was given 3 separate case agents who would be in charge of my case but all the did was wait for my email and tell me another department would be handling my case soon. I tried calling and I could barely understand the person I was speaking with. I asked to speak to a supervisor or someone who knew my case and I was told I would get a callback and I never got a call. Eventually, they told me the best they could do was a %15 percent discount which was barely cheaper than just buying the whole drone again. I love the products of DJI but the stress and frustration of dealing with there poor customer service is very difficult.

Horrible, horrible, horrible experience with DJI customer service. I purchased a DJI Air 2S two days ago. I financed it. Then, I realized that I made a small error in the shipping address so I immediately started to make efforts to contact them. I noticed all their customer service centers are chat-based bots. I CAN'T GET ANY HELP WHATSOEVER. The response from DJI is that they cant change addresses per their contract with Affirm, the financing company, but when I called Affirm, Affirm says DJI can. Then, DJI advised that I have Affirm contact DJI, but DJI won't give Affirm any method of contact whatsoever. After several attempts, a live person would show in the chat. I'd share my concern with them, but they would blatantly offer nothing to stop the shipment and now I see that it's being shipped to the wrong address meanwhile my repeated warning to them of the wrong shipping address. Keep in mind, affirm has already reported the charge to my credit report. I told DJI several times regarding it. They constantly told me a supervisor would reach out to me within 24 hrs and so far no one has contacted me. POINT IS, this product is expensive and no product is good no matter how good the product is without a good customer service platform especially when you will have issues with the product such as returns, warranty, exchange, default, or my situation. I am extremely disappointed with their sales process. It's not professional. Meanwhile, the supervisors sit in their back in the office, I await to see my credit score get affected by this charge causing hardship which took years of hard work to improve.

I am totally disgusted with this company DJI, I purchased my mavic pro platinum at the end of April. A month and a half ago I started having problems calibrating the gimble and getting a jelly effect in my footage. I contacted DJI support and we took the steps to try and resolve the problem with no success. I was given a case number and told to send the mavic back for repair. The mavic was still under factory warranty, so I figured everything would be fine. I received an email from DJI about a week later saying the drone has been crashed and dji would not cover the damage. I told the rep that it must be a mistake, my drone has never been in an accident or been crashed ! He continued to say that it had been, what he didn't know is that I have crash insurance, but it's from a different company. So if I crash my drone and needed a new one... if I crashed it. Why then wouldn't I use the insurance that I have already paid for !? I then ask them to take a second look into the case and they came back with the same outcome, they told me that the airframe is cracked and that's where the problem is, and he said something about that's why the motors are having a problem. My drone never had any problems flying , it worked perfectly, now I'm being told that the motors are not working ! I am *** at dji , I believe that something happened at their facility and they are not owning up to it ! I hate liars and companies that have no integrity ! I've heard that dji doesn't like to honor it's commitment to it's costumers and now I see first had what they are talking about. I've ask for the return of the mavic and have contacted the company that I have insurance through, I just hope that they have more integrity than dji.

DJI's customer service is so bad ... I think it's intentional for US customers. No company that has people smart enough to make this technology would allow customers to be so ill-serviced unless it was on purpose. Our eyes are opening to find just how much China does not like us, and the lack of other countries' problems with this product line, screams to me, intent. I own a mini2, got it when it first came out. Installed app, and went flying. It would wander a bit, sorta odd for a polished product ready for the market, but ok. After many months, the next app version came out, and everyone scrambled to install it. Has to be polished and ready for consumers now right? Sure, buuuut, you have to have the correct device, otherwise any issues are your fault. Say what? You put a product out that isn't OS version compatible? This isn't 1995. Ever since the latest app came out (1.4.8), I have not flown my mini2, due to the people that updated, and went out flying. Guini pigs. I waited to go flying and kept an ear to the forum, and sure enough, fly aways, aircraft loss, screen goes blank, ... does not sound like unpolished application, sounds like forethought to me. I'll be selling off my used mini2, not that I don't like it ... but I do not trust the company enough, as they obviously are not here to help us Americans. They make excuses, run the clock, and reiterate already discussed 'reasons' (excuses) they will not help you out. Imagine any other product, that demands you pay them, for a problem out of the box ... nobody else does that, because it's a failing business model. #intent I'm going to be contacting my legal associate about starting a class action, even if we don't win, we will make people ultra aware of the grievances laughed at by this company, so they can make better purchasing decisions in the future.

I want to start by saying that this has been the most frustrating customer service experience that I have ever had to suffer through. DJI really needs to revise and change the company they use for phone and email responses. DJI shipped a replacement Mavic Mini (CAS-XXXXXXX-T7Z7F3) on October 13th and I received the tracking information that the drone would arrive on October 16th. That Friday the package showed that is was in the truck and out for delivery. The drone did not arrive and the status in UPS changed to "in Transit". I have made multiple email and phone attempts to try to get DJI to submit a claim for the lost package. The phone customer services has been such a frustrating one, they keep sending me in circles stating that I have to do my own dispute and when I asked for a manger they said someone would call which never happened, this service is clearly outsourced overseas. I went to UPS in person and called until they finally they told me that DJI blocks the ability for me to do a dispute and they have to initiate it on their end. I have received 3 email responses all stating that my case has been sent to the appropriate department but UPS told me that they have not been contacted by DJI. My email case is XXXXXXX. I have called four times, sent four emails and postponed 2 weekend trips with no resolution or clear communication of what is being done to resolve my issue. It is really sad to see that such a solid corporation with extremely high quality products would let their reputation be ruined by such a weak and poor customer service team. I read a few of the other reviews and it seems that this is a common theme. This is my first experience with DJI, they have great product and replaced my drone through their refresh program which I think is very fair but what good does it do if I never get the product back. I paid $500 for the fly more combo, $40 for the Refresh program and $40 for the deductible, hopefully this will not be lost money.

Very bad experience, we bought a Mavic Pro Platinum (Refurbished) online on 09/8, after a lot of problems with FedEx and Customs and DJI customer service my son finally received his Birthday Gift on 09/27 (19 days after), When he first used it, the drone did not work properly, it went sideways and we noted that the camera gimbal was malfunctioning. I reached customer service and they assigned a case number, I sent the drone back to them and today, after 13 more days they told me that the refund is denied because we crashed the drone. $1,035.00 and one day with the drone, I recommend that you don't buy anything refurbished, they stole my money, they are an untrusted company, they want me to pay for repairs even though the drone malfunctioned and it flew sideways into my car three feet off the ground, without me touching any of the controls other than the takeoff control. The drone got scratched up and one of the legs broke because of the crash, but the only reason the drone crashed was that it malfunctioned in the first place. Now, they want me to pay for repairs. I order the drone for my son's birthday and it comes ONE MONTH later which is already unacceptable, and then when the drone finally arrives it's defective. I send it back and make a case to get a refund because I don't trust in those *** refurbished products anymore and I was going to spend an extra $500 and buy a brand new one, but instead they deny my refund request and are making me pay for the repairs of something that was already defective. DJI customer service called me from China to tell me that I have to pay for the repairs and the refund is denied. This is unacceptable. They are stealing my money, claiming that it was my fault for crashing the drone. I took pictures of the damage that was sustained from the drone being defective, and the damage that happened is not from a crash. It is very clear that the damage is from some type of burn inside the drone. I should check on this website before buying the drone but my bad.

After reading all the reviews on here, I feel bad to know that I actually had a GOOD experience... After owning my Ronin-M for about 4 years, it started to give out on me for some reason. To the point where I would have to guess whether it would turn on or not. It was the worst, especially when your on a client shoot and your stabilizer doesn't work... I read the reviews and bad experiences people had with DJI, and was slightly reluctant to give my equipment to them and worry about going through hassle... COMPLETELY OPPOSITE EXPERIENCE! I went through their "Online Repair Request" and filled out all the information I needed to give to them. Afterwards, they provided me a shipping label via UPS. I did however pay a packaging cost of about $38. Which I didn't mind. Mainly because it was a UPS protected style packaging. Meaning they ensure it is up to standard to protect the sensitive or delicate equipment, with extra packing materials. Make sense. MAKE SURE to take a picture with the printing label and the equipment you are shipping, for quality and quantity assurance. Just in case things go missing. I sent it off March 20th (on a weekend). I then got a message on the 23rd saying the received my package and it was going to be under assessment. I got a quote from them on the 24th. It was around $80. I WAS SHOCKED! I was thinking it was going to be hundreds of dollars. Considering, this gimbal has made me thousands of dollars per shoot! Trust me. I wasn't complaining. AT. ALL. Approved and paid the quote. I got a notification April 2nd saying the repair has been made. Now they just have to test it and make sure it's ready for use before shipping. By April 5th, they notified me it was on it's way to ship. I got it the next day! I tested it the minute I got the package. I wasted NO TIME! Nothing was missing. Everything was heavily packaged. They definitely made sure my package was safe and wrapped correctly! And what do you know... IT WORKED LIKE NEW! I'm thoroughly impressed by the streamlined process and communication they offered. It's super simple. They keep you updated and they let you know where things are at. I don't have to sweat anything. It did take some time (3 weeks). But it was worth it! Thank you DJI, truly!

I crashed my drone after loosing signal when flying it with a broken remote. Is important to note that the remote is missing an antenna, it is obvious at plain sight that is broken. I sent the drone and broken remote to DJI for repairs. I followed all the instructions from DJI technical support so the could assess the damage. Their assessment was that drone crashed after loosing signalI from the remote. DJI advised that was not covered by warranty and that I needed to pay for the repair. I asked the Technical support representative via email to quote me for the repair of both drone and remote. DJI quoted the repair, I thought it was fair since they sell a refurbished drones like mine with batteries and remote for a little more of what they quoted me. I agreed to the fee DJI quoted and paid in advance for the repair. To my surprise, DJI only repaired the drone and sent the broken remote back. I contacted DJI and asked for an explanation. DJI's answer was that I never quested the remote to be repaired. I wrote back and I requested then to read the email history on the case, as the request was made in writing via email. Since I prepaid for the repair, I have no leverage with DJI. They are telling me that a refund is not possible because they sent me another drone and my old drone was their property now. I was also told that my remote had no serial number which is absolutely false because DJI sent an email conformation of receiving the drone and remote with their respective serial numbers. I purchased both through the DJI website. My complains are, 1- DJI only performed 50% of the quoted repair. 2- DJI dropped the ball by not clarifying the scope of the work. 3- DJI never communicated of additional charges for the remote. 4- DJI at no point informed me that remote was not going to be repaired. 5- It took over a week and two follow up emails for a supervisor to contact me after it was escalated by the technical support rep. 6- DJI is selling on their website refurbished drones for much less of what they charge to repair them. I'm still talking to DJI regarding the incident. Unfortunately, DJI responds once a week making this a very slow and stressful process. Consumers please be careful when paying for DJI repair services and look at their website for cheeper options.

I've now had 2 DJI Products. The first one was a Phantom 2+ about 8+ years ago. I paid about $2500 for the entire kit, extra batteries, props, backpack, etc. After a few times of flying it I was informed by the app that it needed a firmware update before it would fly again. Their update completely bricked the drone...as in dead. When I finally got through to support with them, the DJI rep said "This sometimes happens, we can't fix it. You'll have to send it back to CHINA. You'll have to pay for the repairs yourself, in advance, and we can't tell you how much so you'll have to provide them a pool of money. If they decide they need more money, you have to pay it or they won't send your drone back. Seriously. Out $2500 Fast forward to now. DJI now has repair facilities here in the US, and is the major drone company in the US. After my last experience I was really reluctant, but got a new DJI FPV drone. It's been nothing but problems. The drone/goggles/controller won't activate. I call their support and the first thing you get is a horribly long voicemail greeting saying "Covid" (which is BS - fix your process - covid is NOT an excuse any more for over the phone tech support - seriously knock it off its insulting). I waited on hold a LONG time and finally got someone overseas. We tried many things, different apps, different software update programs. An hour and 20 minutes into the call, they disconnected the call. No, they don't call you back. So I called back in again, waited 30 mintues to talk to someone else who told me that my *phoneisn't compatible (though this doesn't actually use my phone other than to activate the drone), and so I got ANOTHER phone and it still doesn't work. He was in the process of having me download another app (because he said the app on the google play store isn't actually up to date), and install that - and then it disconnects and dropped again. All told I have a LOT of hours (actually DAYS) of time wasted, and now over $4000 sunk into DJI drones, and very much feel that DJI only gives a *** about selling you something, and once they have your money too bad. Oh, and I went in and used the online chat to try to get resolution, they took my info and said "someone will contact you in 2 business days" HORRIBLE service...and it absolutely seems designed this way to maximize their $$$ and don't care about their customers.

Do yourself a huge favor and DO NOT buy a drone from DJI. You will regret it if you ever have to involve customer service. FACT - my Phantom 4 worked fine until I had to download the DJI GO4 app. There was an immediate problem and the drone and controller were clearly having communication issues. Others have had the very same problem. DJI, incredibly, denies this, "If it's the software that caused this, then all of the Phantom 4 user experienced the same." They said that AFTER they said this - "We understand that the problem seems to start after the new app has been downloaded", so the fact is they will lie to you. Or at least some of them will. The honest comment came from a first level customer service rep in November, the dishonest comment came from Francis, a technical supervisor in February. Three+ months and 30+ emails (all kept to substantiate) and they still think I should pay $438.30 (hey, discounted 10% from the original $487!) to fix it. They claim a hard landing (it's their go-to response to stick the blame on the customer) caused THE BOARD IN THE CONTROLLER TO FAIL! They've sent responses that imply it was the first time I contacted them. They ignore specific questions and information and just stick to their script. They came back to me a few times about the warranty being out of date. It's not a warranty issue, I never mentioned warranty, why are we (again) talking about warranty? We're talking about your app disabling my drone and then nothing being done about it! After their most recent response saying I can pay or they will just send it back, I said send it back. I intend to make a video while I blow the thing apart. My guess is that a prospective DJI customer watching an actual DJI customer blow up a $1500 drone will send that buyer elsewhere. After telling supervisor Francis that this was what I intended to do, "We apologize for the inconvenience." is what was offered up. An inconvenience? That's what they call it when they disable a $1500 customer drone and refuse to fix it! While I'm out $1500 it is my hope that this review will save countless others the agony of dealing with dishonest DJI and will ultimately cost DJI far more than $438.30 in lost sales and margin. They truly deserve it. Do not make the same mistake I did - DJI has a lousy track record, it's well documented now. There are far better options out there. Worst customer service experience of my life. Don't let it happen to you, don't be the next victim.

THE WORST CUSTOMER SERVICE EXPERIENCE, by a company who is allowed to perform business in the US. I contacted DJI on 10/14 and let them know the Mavic Pro I purchased was not working. I informed them of the DJI APP not uploading and the controller alerting of the Gimbal not connecting. Four months later, and over twenty (20) hours on the phone with DJI CS, and the Drone being in for repair three times, I'M STILL RECEIVING THE RUN AROUND BY DJI MANAGEMENT AND CUSTOMER SERVICE. The second time I sent the drone for repair, I asked to speak with a manager. In the process of them transferring me to what I believe was China, the call failed multiple times. I had to call back and go through the entire process of explaining myself and the issues time after time. The call never got through, and CS apologized for the inconvenience and faulty systems. A VERY FRUSTRATING SITUATION and a waist of my time. After requesting numerous times to DJI customer service department to talk to a manager, I received a call from a number from China and spoke to a so-called manager named Novel who committed to helping me through the resolution of the issues. THEY ENDED UP BEING FALSE COMITTMENTS, THAT WERE NEVER ADHERE TO. On 11/18 I talked to DJI manager Novel. I expressed to him that I no longer had confidence in the Drone I purchased, being that it was a defective electronic that had been repaired. I asked him to consider my scenario and whether he'd accept a repaired electronic, when a new one was purchased. He committed to providing a new one. HE NEVER FOLLOWED THROUGH WITH HIS COMITTMENT. In addition, I mentioned to him that the new white box the drone was purchased in, was returned damaged and with fingerprints markings throughout. I stated to him, that this was not the way to handle the $1000.00 Drone that I purchased. He committed to providing me a new drone, I NEVER RECEIVED THE NEW DRONE AND HE NEVER RESPONDED to my emails again. The drone came back for the third time, the same issues occurred. I tried to get in touch with Novel via email, as in addition to the Drone not working, the charging cable for the controller was missing, HE NEVER RESPONDED. I contacted CS and they have not been able to help me. In talking to DJI management, I mentioned that I was a repeated customer as I also own a Phantom II Drone. By their actions, the customer are not their priority. I've lost ALL confidence in DJI and their electronics. I'd like to return this Drone for a refund. Does anyone have a contact at DJI that may be able to help me?

The negative reviews I have read are spot on true. Just think, for a company that sells such high end technology one would expect High End Support. Such is NOT the case, obviously! The following convesation is MY HORROR story. On May 20,2021 I upgraded my gear by purchasing a Smart Controller unit due to the harsh Carolina sun glare. DJI now has my payment in full for said upgrade. Now I wait and wait and Wait for delivery updates. ( Note- I contract out my drone service and needed better visual for obvious reasons, safety being one of them). First, the S,Controller did not ship from California but from...China (in a Slow Boat, I might add), was then routed to Japan according to tracking records before it hit stateside, thereby taking approx.. three weeks to arrive. I lost potential clients due to these delays and still am. Why is that you query? The S.Controller was defective out of box! Problem, not only did it not have a compatible power adapter with the KOP (Kit Of Parts), on initial charge up, I received 'Charger incompatibility errors no matter what adapter I utilized, INCLUDING the Mavic power supply! Oh, as a side note, some of the Setting selections were...wait for it...in Chinese! Apparently DJI doesn't have a credible QA dept. for this to have happened. Not that this is unacceptable in itself, what became the coffin nail is, as others have/are experiencing with this poorly managed/structured "Company" is the "Product Return Protocol from ***" scenario. It goes like this: 1. Disgruntled consumer returns Smart Controller Tues, 6/1.21 (as verbally instructed when speaking with TSupport rep, 2.DJI Receives flawed/defective Smart Controller on 6/7. 3. DJI responds with "replacement approved" Email on 6/10 4. DJI Verifies what has already been "approved" on 6/8/>" 5. Days/weeks go by with numerous (waste of my time and energy) direct calls and pleadings to "please expedite the new, fully tested and QA approved fully functional sans previous issues." 6. How has the Customer Service support been at this juncture...does one hear the cacophony of chirping Crickets emanating from DJIs' headquarters. Absolutely one does! 7. It is now nearing One Month for this ongoing case#CAS-XXXXXXX-G6H3W8. 8. Amex has been notified of this blatant negligence behavior/ attitude and is investigating. To the other individuals whose tales of woe I have perused on this page of horror, I wish you 'good luck' you obviously need it with DJI, In closing, I have a fitting slogan for this 'Company' : "DJI... We don't just specialize in Technology, We are the world leaders in "Lip Service and Customer frustration!" Regard, Glen F.

DJI Customer Support is horrible. Especially considering how much you're paying for the product. I recently purchased the OSMO Pocket 2. I used their Trade Up Credit program, swapping out my OSMO POCKET 1. It took about a month to get the credit. When I finally got the credit I immediately used it to purchase the OSMO Pocket 1 Combo Creator pack. Mind you, DJI had my original Pocket since December 1. I received the POCKET 2 on January 6. I un boxed it the following day. One feature is the you can swap out the base with one of two attachments. I took off the base that was on camera and snapped in the base with tripod screw. Everything was fine until I tried to take off the base. It wouldn't budge. it was stuck on my camera and I couldn't swap it out. I called DJI, the person on the phone sent me a video on how to try and take it off. it involved getting a towel or some type of cloth, hold the device from the bottom and bend down! Bend an expensive tech gadget...mind you the video says in bold letters "Way too F...Hard to Get Off!" Well that didn't work and I tried to pry it off and that was not working so basically i can't use my device the way it's intended. IT SHOULD BE NOTED, THAT NOT ONLY HAD I ONLY HAD THE DEVICE FOR LESS THAN 12 HOURS I ALSO PURCHASED THE CLEAR WARRANTY SUPPLEMENT! I told the person I just want to get another device. I've been bending, pulling on this device and its' not budging. I want a new device this one is defective. He told me I had to go to the on line store and direct message with support there. OK I did after 15 minutes they told me I had to call the number I just called to work this out...then I explained to them it was they who sent me to you. So I call back for now the 2nd time. I go through everything again with someone new. I explain all I want is a replacement. just send it over and I will send you the defective device. NO not how it works you have to send it to us, we have to assess it and then we'll send you a replacement. I said NOT A CHANCE. There's noting to assess. I haven't even taken a picture with it and it's broken. it should stilll be under warranty and i have warranty plans so should get a new item with out question. NO NO NO NO NO NO NO NO this went on for 4 hrs. I asked how they get to use Covid as their excuse for delay yet they have no problem asking a customer who is in a Stay At Home ordinance due to pandemic, to go to a Fed Ex office when they can just send Fed Ex to my house and I can have a contact free pick up and delivery. NO NO NO NO NO NO NO That's all they were good at doing is saying NO. My issue is still unresolved. They have my money and I have a broken product and all i want is a new replacement. It should be simple, but not with DJI. they are the worst.

I am currently discussing with DJI my Mavic 2 that suddenly fell from the sky due to no error of my own or input from the RC. The drone flight was normal. When hovering setting up for a shot the drone gave me a "gimbal roll" error and began to immediately spin out of control and land on the cliff side. When first speaking to Ken, I was told "This is Ken from the Technical Support team, and I will be assisting you on this case from now on for related inquiries about data analysis. Here's the result of the data analysis on your case number: CAS-XXXXXXX-S0W7P6. Incident date: XXXX XX XX FLY25 1. The aircraft worked under GPS mode, and responded to the pilot's command well; 2. At flight Time T=02:18 seconds, Relative Height H=-2 meters, Distance to home D=32 meters, the aircraft flew forward as per RC input and crashed with obstacles; 3. Incident coordinates: 44.XXXXXXX -XXX.XXXXXXX According to the analysis, the incident was not caused by any product malfunction. We can still proceed with the repair, however, you will cover the repair charges" In response to Ken I reference the fact that his analysis was incorrect and the information that he was stating was wrong. "Dear Ken, After analyzing your response I do find it unnaceptable for the following reasons(my comments in RED): 1. Incident date: XXXX XX XX FLY25 1. The aircraft worked under GPS mode, and responded to the pilot's command well - The drone worked under GPS mode till minute 9.21.1, as per the flight record shows, afterwards it switched to ATTI. 2. At flight Time T=02:18 seconds, Relative Height H=-2 meters, Distance to home D=32 meters, the aircraft flew forward as per RC input and crashed with obstacles; -No, at 2.18 the drone was at height of 18.1 meters, distance of 77.9 meters with no input in the RC 3. Incident coordinates: 44.XXXXXXX -XXX.XXXXXXX, no, drone had crashed at following coordinates:44.XXXXXXXX -XXX.XXXXXXXX" I then asked to have my case referred to a higher level of service representative. Meet Francis. I was told "Thank you for patiently waiting. This is Francis, one of the Supervisor here in DJI. We apologize for the inconvenience. We've tried to call you unfortunately, we're routed to your Voice Mail. Our Data Analysis is just relying on the flight data that you've submitted. Some of the information like the -2 meters is not accurate because if the IMU was interrupted, then the telemetry will provide inaccurate data but it doesn't affect why it really crashed. Our Data Analysis focused on the reason why it crashed because you've assigned your drone to move forward that caused it to crashed. We've already asked our Team if they can provide discount. If the discount has been approved, you'll be getting a new quotation. Thank you for choosing DJI products. Best Regards, Francis" I then proceeded to forward images of the location showing that there is nothing in my flight zone that could be an obstacle, there was no warning from the avoidance system and that if the drone in fact collided with something in front that it would have fell downward and not in a spinning motion forward further. If it fell directly down it would have plummeted into the ocean and would not have been recovered. Even frances states there was an IMU interruption which could have caused the drone to act erratic. Now I am met with Lloyd. Who is giving me different information that Ken and is even stating that the drone was hit by a wave (18.1 meters high based of the flight record) and if so would have been washed into the ocean and again, not recoverable. This poor analysis and poor excuse to push the blame onto me for a pilot error is a poor excuse for customer service. I have proven on countless occasions that their analysis is incorrect and inconsistent between all those who analyze from DJI.

There should be an option of (negative) 5 stars! I think that DJI is perhaps the worst company I have ever done business with. DJI CUSTOMER SUPPORT IS THE WORST! DJI CUSTOMER SUPPORT IS THE WORST! DJI CUSTOMER SUPPORT IS THE WORST! It's here 3 times so readers would understand how frustrating it is to deal this company. I work in the consumer sector, and if I ever treated someone the way they treated me I would not be in business. Period. I was flying my DJI mavic1 drone at a customers house. It was a calm day, clear, no rain or wind. In line of sight, and cinematically. My drone sent the remote a warning that there was a battery issue, and to return at once. (I have never had one issue with my drone up to this point) I was bringing the drone in for a landing and it was only about 30 ft in the air and BOOM, it just fell out of the sky. It just missed the house and landed very close to me. I was only a 30 ft fall, how bad could the damage be... I picked up the drone and the battery was loose, partially connected and the front landing leg was cracked and the front lights looked cracked. I removed the battery and it was hot and expanded (puffy). DJI batteries are known for this... they are extremely dangerous in this state as they can explode. I have had a battery expand on me before in my house, while not even in use, and while it was partially discharged. The batteries flaws are a huge issue with DJI products... (search for that as well). I was happy that I had purchased, 2 years in a row, the "DJI Care Refresh" insurance program for $100 each year. That put my mind at ease to finish the job. I had another drone with me and finished what I was filming and got home and contacted DJI through there website. I was given a care refresh case number and sent a mailing label to return the drone to them. (I only had a few days left on my care refresh policy, but got it in the mail before it expired). About a week or so goes by and i get an email with a bill for $390.00. I knew there was a small payment you had to make but this is about 1/2 if not more of what this drone is worth now. I question them and they don't seem to understand I have Care Refresh, even though you need the CR number to get a mailing label ( My first WTF moment)... Then they are asking me to renew my Care Refresh when i don't even have the drone fixed yet... another $100 to take from me. WTF? Then they need all this information, they want all the drone video records from my phone, all flight records, and every two days they are asking for more, and different and more and different. (stall and frustration tactics). Yesterday they told me there were no records of a crash in this information i had sent, and today today was the last straw when the very first customer rep I worked with over a month and a half ago, asked me for all the same information he asked the very first time he contacted me in March. (Again WTF) Thanks for not helping KEN. This started the first week of March. It is now the end of April. I have so many emails back and forth I cant count them all. I was "helped" by 5 different customer support people who all gave me the same "Canned replies and confusing run-around" you see in all these complaints here. I paid $200 for a care refresh package that they refuse to let me use. How can this company have a B rating... it's absurd. There are lots of other drone companies out there, Parrot, Autel robotics etc, that have a decent product and wont intentionally try to evade, stall, deceive and lie to you. Do Not believe one word from their customer reps when they give you this prerecorded B.S... "WE APOLOGIZE FOR THIS NEGATIVE EXPERIENCE"... they don't really and they don't care. I ask anyone on this page reading my review to just do an internet search of "DJI Customer Service" even threads on their own website are littered with frustrated customers/horrible reviews So to all drone consumers out there. Beware of this company, they are very eager to take your money, but will leave you deserted when you need ANYTHING from them. To DJI, what a shame, you are a market leader in a very cool sector, with a good product that you do not stand behind. There is just too much damning evidence against your nasty business tactics... the sector is heating up and you are riding on some very old laurels...

I've had the worst ongoing experience with DJI customer service! I received my drone back from DJI repair facility 3/5, I got it shipped to Las Vegas, NV for a shoot I was doing down there. I'm a professional drone pilot, I've been flying the Inspire 2 for four years now and know quite well how it operates. This "new" drone I got sent back to me from the DJI repair facility was "new or equivalent to new in both performance and reliability". This new drone had a different serial number than the one I sent in to them. 3/9 I was able to fly my drone for the first time before the shoot started to make sure everything was working properly before the shoot. Right away I started getting errors from the drone. The landing gear wouldn't go up or down, from the get go the landing gear was stuck in the down position and wouldn't work. This was a "brand new" drone I had just received from DJI. My flight records show everything, my first and every flight having landing gear problems. I sent an email to DJI asking why they sent me a new drone that was broken, they said I needed to send the drone back to them to get the landing gear fixed. This was a brand new drone I just received from the DJI repair facility, and now I have to send it right back to them for repair. The first day I fly the new drone, out the box the landing gear was stuck and never went up, never went up in manual mode, I tried everything... broken landing gear on brand new drone. I was filming out in the desert when I flew this new drone. In the short time frame I had the drone it was in a desert environment with out any water surrounding it. All firmware was up to date. I had to activate it, sign in, start the warranty and everything to get it to fly. My ProRes and cDNG I paid for also were not functioning properly. I was also getting gimbal protection errors because of the new drones stuck landing gear. 3/17 the drone arrived back at the DJI repair facility. The first email I got from the DJI repair facility wasn't addressing the broken landing gear at all, they have never addressed the broken landing gear. It was a bill for $2115.65 to fix the landing gear. I got an email saying this: "Remark - After carrying out the damage assessment, we found that your Inspire 2 has water damage. We would like to offer you a 15% discount and applied to this repair invoice. We will either repair it or replace it with a product that's new or equivalent to new in both performance and reliability after payment has been received. There is no one I can talk with at the repair facility directly to get this resolved. First, the drone came to me new broken that was not up to performance or reliability standards, and two, I was in the Las Vegas desert when I flew this new drone after getting it back when I found out the landing gear was broken. My flight records reflect all of this. It's impossible for water to get in this drone causing so much water damage that the whole drone needs to be replaced. I'm also not sure why they are charging me for 1550T Quick-release Propeller's I didn't even mention when the landing gear was broken. They told me not to fly the drone in wet environments and to keep my drone dry. I was flying in a desert, I'm not sure how a desert is considered a wet environment... I sent in all my flight records and uploaded my flight logs to my account. Calling customer service they were able to see the flight records I sent them but now they can't review them and I have to send in the files again. At this point I'm being scammed from DJI and being asked to pay $2115 to fix the broken drone they sent me. https://venturebeat.com/2019/01/18/drone-company-dji-loses-150-million-to-corruption/ It is now 4/10 and DJI repair facility still has my drone and with no resolve. For being a customer of theirs ever since the Phantom 1 first came out it's so disappointing to see the fall of their customer service and their equipment. I've had to purchase a second Inspire 2, X7, X5S, 29 batteries... while my main drone is down so I can keep working. As a professional this is crazy and I'm now reevaluating where I spend my money and what companies to support. As a professional cinematographer I'm starting to look to other companies that I can trust and work with. I could go on about the other charges and scams I've had to pay for in the past like a double battery faultier and their scam "protection plan"...

DO NOT BUY A DRONE FROM DJI - NO SERVICE AND NO DRONE DJI Support and DJI Customer Service can not be trusted. DJI Support and DJI Customer Service deliver awful customer service and absolutely no help when you reach out to them through DJI Facebook, DJI Twitter, DJI's e-mail, DJI's chat function on the website or when you try call the DJI numbers listed on their website. My point with this review is to help other customers avoid spending months fighting with DJI Customer Service, not getting your money return and spending so much time getting nowhere. From a customers standpoint, you cannot trust DJI what's so ever. They keep making promises that other DJI departments will take care of it, and other DJI service reps will reach out or call you back, but little to nothing happen. On their website they promise 1-3 business days delivery, I am now on week 4 waiting for a DJI Mavic Mini Combo. Still the same answers from all their different customer service channels "Our corresponding team who is handling you concern will get back to you". Below is a sequence of events of what happen since i purchased the DJI Mavic Mini Combo in June 23th. A couple of reasons why you should NOT buy a Drone from DJI: 1. On their American website (dji.com) they say they have 24/7 support - that's not true, they close 6PST 2. On the same website DJI state that delivery will be within 1-3 business from purchasing date and will be delivered by Fedex or UPS. When you have purchased the DJI Drone product and receive your tracking number, it is a different story and *** starts. 3. I ordered my DJI drone Mavic Mini Combo on June 23th, and I have not heard anything from DJI that i can trust nor did I receive the drone I ordered on DJI's website. I have waited 3-4 weeks as for now (July 7th) and nothing have been communicated from DJI's customer service or sales team. 4. When you reach out to DJI's customer service departments they promise you that they will keep you in the loop and communicate any updates, DON'T expect that! 5. In the beginning of my conversations with DJI customer service via DJI's chat function, I was told from 4-5 different people my drone delivery was "Expected to be delivered on Friday 26th 2020 by end of the day", which was aligned with DJI's statement on their website. 6. Be careful buying products here if you need them with a short notice, you cannot trust their information on the pages. They do anything they can do to make you purchase a product, take your money and then they do not deliver or return your money. If you need the Drone within 7 days, do NOT buy through DJI's Website, you will get disappointed. 7. Five 6 days after you have purchased you DJI Drone, your shipping tag have now changed to July 1, but there is no tracking history whats so ever.. I do not expect it to arrive the 1 of July, which is 7 days since i ordered. 8. Be aware that right after you have purchased your DJI Drone or equipment, DJI will charge money on your card on file. When they have the money, DJI don't care about the customer or when the product are being delivered. 9. After spending 3-5 hours getting in contact with DJI's customer service and sales team through DJI's email function and DJI's chat function, I have gotten the exact same excuses and misleading informations from every single DJI customer rep. "We will forward your concern to the team involved". 10. The shipping dates keep changing, and the DJI product is still "flying" around in china according to the shipping history. Every DJI person i have been in contact with (15 or so) have promised me a delivery date that did not live up to their promise. Here July 7th i still do not have any DJI Drone, and have no idea when it will arrive. 11. DJI do not return your money, even though you do not receive your DJI equipment. NO DRONE, NO MONEY 12. When DJI escalate your case and say "my manager is not available, we can call you back" DON't count on that. 13. Been in contact with 15-19 different DJI customer Service reps. promising me a resolution, but after 3 weeks nothing have happen and DJI have not refunded my payment. 14. 90 minutes on DJI customer chat is not unusual. 15. When you get through, they cannot guarantee your money back! 16. DJI CANNOT give you a confirmation over email or anything. 17. A lady named Boni called me on July 2th guaranteeing it would be delivered July it 3th, but have not received anything and no calls, no money back, no emails from DJI. 18. July 8th - Still no drone, still no money returned, still no help from DJI. Conclusion: DJI has horrible customer service, very unstructured company, greedy, no communication from DJI employees, a lot of false information and promises. Buying a drone in year 2020, my recommendation is to stay away from DJI. CEO Frank Wang should take actions. DON'T buy drones from DJI!

I filed a claim under a replacement service agreement that I purchased from *** and was confirmed valid by an employee. They are now denying that. I purchased a Mini 2 drone in February and purchased the additional *** Care Refresh service plan. This plan includes coverage for one "flyaway," or a drone that is lost in flight and cannot be recovered. I attached the service plan to my drone's serial number, and I received a completed service agreement by email that instructed me to: "To make sure that your aircraft can enjoy the flyaway replacement service, please enter Profile - Device Management in the app to bind your *** account with the aircraft in advance, and also to bind the remote controller. The flyaway replacement service cannot be used if the flyaway aircraft was not bound with the account and remote controller, or if the account or remote controller was unbounded before the flyaway occurred." I followed the instructions and bound the coverage to my account, aircraft, and remote controller. On February 21, my drone was lost in flight and I could not recover it. I filed a claim with *** (case ***) and provided them the flight records as requested. I received a notice on February 26 that their data analysis was complete and that I would be charged for a new drone (not covered by the service plan). On February 27, after spending over an hour on the phone with *** Support, the representative confirmed that I had taken all necessary steps to bind the coverage to my devices, that my service plan was valid, and that the replacement would be covered under the service plan that I purchased. He instructed me to take some screenshots and email them to include them with my case. I did so. I received an email reply on March 1 telling me that they would not cover my replacement under the coverage I purchased because I had not bound the coverage to my device. I replied, emphasizing that I had already had this confirmed by an employee on the phone. On March 4, after having received no reply for 64 hours, I called the support line again. I was told that "they are working on data analysis" and that I should check my email in 24-48 hours. I asked to speak to a supervisor, but was told that supervisors do not have phone numbers and that she would ask them to email me. I have wasted almost two weeks, and hours on the phone, trying to get this replacement. It is frustrating that *** is trying to get out of a basic service agreement that I paid for.

DJI Broke my drone and then made me pay to repair it. This all started after a low speed (less the 2mph) low altitude (less than 1m) collision shortly after lift off. As with most Mavic Drones in order to hover in place, the drone needs to first get a GPS signal. I didn't allow my drone to first get a GPS signal before lift off (my fault) which resulted in an extremely minor collision (didn't even leave a scratch). Right after the collision I collected my drone, reset, allowed it to get the GPS signal then flew it as normal for about 30 after that. As I was putting the drone away I couldn't get the right rear arm to fold in. After playing with it for a few minutes I decided to just send it back to DJI instead of trying to force it closed or fix it myself. The next Monday I sent the drone back to DJI via UPS. I made the flight data available to them and assumed that when they received the drone, reviewed the flight data they would see that it was clearly a manufacture defect and take care of it. I was WRONG! Instead the repair technician forced the arm closed which resulted in the joint area being broken (visibly). They then sent me a quotation to have it repaired including only the picture of the drone after they had broken it to make it appear that it had been received like that. After seeing the picture on the repair claim, I immediately noticed that the arm had been forced closed and that the case of the drone was visibly broken which was not how I left it at UPS. I paid UPS to pack the drone so I thought that they had been the ones to force the arm closed during packing. I then started down the road of trying to get UPS to cover the cost of the repair. After about a week of going back and fourth with both UPS & DJI, DJI sends me the picture attached below of the drone on a scale when they received it. The arm was folded out and if you look closely, you can see that there is NO visible damage to the drone. After seeing this immediately emailed Drew with DJI support and pointed out that the repair technician had obviously broken my drone and tried to pass *** off as the way he'd received it. I was met w/ the response attached below. A response admitting that DJI broke the drone. I called in after getting this email. I was give an ultimatum from the rep on the phone. Pay the repair fee or we will send your drone back. I have filled out numerous surveys that DJI has sent me, requested a supervisor reach out to me and still have not heard back from DJI. I will never ever spend money with DJI in the future and will discourage everyone I encounter not to as well until this is made right.

Hello there .. I have purchased a brand new fly more combo from dji the machine was defective it was removed from the box . And flew away Hello I purchased a dji drone fly more combo took it from the box calibrated it charged it and pushed the auto take off button the device proceeded to take off into the air with a very unsteady flight I then tried to retrieve the drone but it refused to take any commands and flew away under its own power and could not be found . I have contacted dji the day it happend on the 14th of November at lunch 12 noon .I looked for the device for 7 plus hours . After giving up trying to find it I spoke with an online support representative at dji . I had auto sync on during this aswell . I was then told to wait for a reply so I waited . I then was requested to submit the data log which I did 13 times my case was then deemed resolved with out my knowledge by ejay a manager at dji . So mean while I am waiting for a reply and did not recive a call I then emailed them again this time manually sending the flight log txt data . And was disregarded lied to disrespected . After opening 3 cases being offerd 20% off then 30% off I was sent an explanation stating that the device did not malfunction. But in the fake data log I've been sent its clear they are lieing . The device was fully charged but indicated 44 percent charge which was a malfunction. And in the fabricated data log they sent me the battery level shows 42% .. the flight length indicates 10 min and 40 plus seconds in the fabricated flight log dji has created while the real flight log is only 60 seconds long and before this photo they indicated the device log was 18 seconds long . The device landed under water and 3 feet below sea level in the data log but in there fabricated photo log it did not . And the nearest body of water is 10 X farther then the maximum distance traveled is according to the fabricated log dji had made .. They are liars and theves. My device is brand new and still in the warrnty period but they will not take responsibility and replace the device. I paid 800 CAD for this machine to not even get to fly it 1 time. On top of the defects listed the device also indicated there was no memory card installed when there was . The recorded time was wrong . I believe DJI SHOULD NOT EVEN BE ALLOWED TO DO BUSINESS I BELIEVE THEY DISCRIMINATE AGAINST CANADIAN'S i have screen shots of everything said to me .. one representative would say one thing and the next would say another . I was told multiple times that I would get a call back aswell I was told that a call back was scheduled after waiting on the phone for 46 mins when the rep pretended to schedule it

I purchased equipment that is defective and I can't get even decent Customer Service. Please help! Do NOT do business with this company! We bought the DJI OSMO ACTION and at first glance, it was awesome. The picture was beautiful, the device easy to work with and a totally unintrusive piece of equipment... WHILE IT WORKED which was exactly 5 days or so :( So I tell myself, "these things happen sometimes", I have a warranty plus additional insurance. Easy Peasy right? NOPE! Firstly I'm in Italy, which I needed the equipment for AND I can't send the malfunctioning device back til I return to the states IN TWO WEEKS! But I start the process of dealing with the issue online... I figure out quickly that thats not gonna work so I wait to get back home. I finally begin with what winds up being a barrage of phone calls only to finally connect to DGI's HORRENDOUS ***. Truly the worst I've ever experienced and that is saying a lot. The *** is asleep, uncaring and super slow and by now I am super frustrated because it has taken me many tries to get them on the phone. I'm talking MANY dropped calls disconnects, or the sound of someone answering and hanging up without saying hello. They simply don't care which in this day and age of Social Media and bad reviews equals to the death of a company! I finally put in a ticket for repair as per their instructions, send the camera back immediately and it takes forever to come back. When it does, ITS BROKEN but in a different way.. They fixed whatever bug it had before and then BROKE the camera speaker :O SOOOO since this equipment was bought for a work/vacation out of the country, where we were when it stopped working and with two more weeks to go, I was NOT happy! I call back, ask to speak to a Supervisor and I'm told by the very bored customer service rep that the Supervisor is not available and that I would receive a callback in 24 -48 hours. When I asked why it took them so long to respond to the customers keeping them n business, he responded that actual company "Protocol" was that supervisors "DO NOT" actually speak to customers. Wait... WHAT? When I repeated that back to him as a question he tried to back track. He repeated that he would put the request in and ask the supervisor to call me BUT that there were MANY others before me waiting for a call as well... Needless to say my camera is still broken and I am waiting for a phone call I do not have a lot of faith in getting. This had been going on for 2 months now!?! DJI OSMO ACTION CAMERA Purchased on May 21 Arrived: May 25 Stopped working: June 5 *** Payment amount: $349.00 with extra warranty for $29.00. *** online direct to company site.

Days after spending *** on a Mavic 2 Pro, DJI Care Refresh and fly more kit, drone went ballistic towards end of flight and was a flyaway, gone forever I purchased my Mavic Pro 2 on Amazon and received it on March 2nd! I flew it around my house about 3 different occasions just to make sure I was still confident of myself since I previously owned the original Mavic pro but had sold it. I purchased some extra batteries and a case as well as the DJI Care for my drone. I wanted to go somewhere in LA to get great shots and looked up places I could fly and registered my drone with the FAA. After about an hour's drive, I arrive to LA and find a nice park where I can take off from and land when the drone returns home. I started it and it asked to be calibrated so I made sure I did so. Everything seemed good and I was ready for take-off. I flew it around for a couple of minutes messing with the photos and then landed at 90% battery. I then began another flight at 90% battery and was getting awesome video of the city, but I continued to get all types of interference and seemed to have no control of the drone. The battery was at about 30% and the drone was about 1500 feet away and I hit the return home button several times. It seemed it was having trouble doing so. Then out of nowhere, my screen goes grey as if the camera is close to an object, but I still cannot move the drone or the gimbal. I had zero control as stated before. My heart sank! I told my friend to wait at the home location in case it does return as I set off looking for it. I spent over 5 hours looking for this drone and couldn't locate it. I spoke with apartment managers and businesses to see if it was on their roof or something and still nothing. I tried contacting DJI but they're closed over the weekend! You'd think a company like DJI, they would have 24/7 customer support, but far from it. I finally give up and go home. I contact DJI via Facebook messenger to inform them and they began a case for me. They asked for me to sync my flight data and explain what happened as they conduct their investigation. However after reading about other similar cases and their results I am now growing cold on the outcome. Sadly it seems that they blame signal loss, ambient weakness, drone failing to come home user error. I've had the data interpreted and it's clear that isn't not my fault. I'm sad I've lost over *** in less than a week. How they've denied similar cases and are seemingly about to do the same thing to me is horrible for such an expensive device and brand. They have the worst customer service stationed outside the USA it seems and are only open weekdays certain hours. So if an emergency happens over the weekend to you while you're flying where you need drone answers fast, don't count on them being there.

I contacted the company regarding a brand new drone that malfunctioned and flew a half a mile away and was never recovered. They stopped responding. On Saturday, January 11, I took my new Mavic Mini out for a fly. After setting my home point and flying for a few minutes, on all full batteries (the controller and all three batteries, and my phone battery was more than sufficient) the drone started to act up. It warned me to fly with caution because of "extra payload" being detected. It then said there was strong wind (it was a beautiful day with no wind). I started to turn it around and get my bearings on landing it. It then immediately said I needed to land because the battery was low (which should have never happened after less than 15 minutes in the air. Within a very short time, it said it was returning home. I was relieved it would return back to its home point. However, it completely took on a control of its own, and only by using the "find my drone" feature did I realize it flew about a half a mile away. The last known location was in the middle of the woods. I don't know if it crashed into a tree and got stuck, or died and fell into a tree, or died and is in a different location from falling. In any case, I went into the woods in the exact location of the "find my drone" feature. I searched for two hours before I realized I would never find it. I don't know how or why this happened, but I'm very upset that a *** drone that I flew for less than two hours total from 12-20-2019 until [protected] is gone from what seems to be a malfunction to me. I certainly know factually that I didn't tell the drone to fly straight for a half a mile and crash into the woods. I can't understand how the battery went low after a 3 minute flight and an 8 minute flight on a full battery. I can't understand how it told me there was high wind when I was out with my young children and my brother, all without a jacket as it was an absolutely clear day with no wind, and I can't understand how it said it would return home to the home point I set and instead flew half a mile away. I went back and forth with DJI through email, and they simply said it was too windy, though they couldn't provide specifics of what is considered too much wind. I asked how they knew it wasn't a malfunction since there as absolutely no wind that day. Every email took them about 4-5 days to respond, all to have my questions not really answered, and to be offered a small insignificant discount on a new one, and no follow up on how to but the new one with the discount if I decided to go that route. The case number they gave me is ***. I read online that there was a firmware issue that was causing drones to fly away, but they said nothing of this and offered me nothing in return but a tiny discount which in the end they ignored me when I inquired about it.

DJI Mavic 2 Pro found to be dangerous when operating in the Active Track 2.0 mode. DJI refuses to acknowledge the flaw, while under warranty. In December , I purchased the top brand DJI drone, the Mavic 2 Pro, with the Hasselblad camera. I was really excited, as I was later doing a family trip to Iceland and was looking forward to getting some spectacular film. As part of the drone package, I also purchased the DJI Refresh Care which covers damage to the unit during normal use. This Care package was for in case I was to damage it through my own negligence. During the months leading up to my trip, I practiced all the functions the drone had to offer and I also familiarized myself with it's limitations. On the Iceland trip, things were going well until one day, while having it following my car in the ActiveTrack 2.0 mode, it crashed into my car. In accordance with it's manual, this is not something its supposed to do. After that, I packed it away and did not use it. When I returned home, I contacted DJI support and they provided further instructions, which was to return the unit to them. This I did. Within a week, they replied that the drone was not faulty. When I challenged their response, I was asked to furnish video of the event and to download the unit's flight path. This I did too. Their answer was that the drone fell victim to it's own limitations and that I should seek to use the DJI Refresh Care plan to replace my unit. To clarify the use of the plan; the plan will replace up to two units per year at a cost of $119.00 per replacement. I later found out that the replacement units are refurbished drones. They are not brand new. At the time of the accident, the unit was still under DJI's limited warranty, which states that they will repair, or replace the unit, at no cost to me. Many emails and phone calls have been bounced back between myself and DJI. I have proven without a doubt that the unit's built in software is at fault and that DJI has refused to acknowledge this fact. Even though that, at one point they conceded that the unit was at fault. They were ready to replace my unit, at no cost, in accordance with their warranty. Then they made an about face and refused to honor the terms of the warranty. As it stands at this time, DJI refuses to replace the unit. They don't acknowledge that the unit is faulty, yet they insist that I should pay $571 for repairs(?) or use the Care plan to replace the drone. I refused this offer, as I now know that these drones are not new and therefore, as a refurbished drone, I have no idea of it's previous history, and to what extent the unit has been refurbished. I have provided chapter and verse to DJI from their Mavic 2 Pro manual and their limited warranty to prove that the drone has a built in software fault that is not related to it's limitations, and that their warranty is binding under these conditions. To summarize, The Mavic 2 Pro is dangerous. It can, at anytime, fly out of control, injuring innocent bystanders.

I am being billed for something I was told I would not be billed for and now they are holding onto my drone. On Sunday, March 29th I made a repair inquiry on the DJI website and had a back and forth conversation via email with a support technician named ***. He provided me a link to the various repair fees that DJI will fix for my Spark Drone (S/N - ***). The fee for the IMU sensor (which was the error I was getting) was $9. There was verbiage on the website about a $65 fee. I then called DJI to confirm there would be no $65 fee if I went through with the repair and that was confirm to be true. I then had an email conversation with Niko stating the follow on April 2: "Please be advised that even if you decline the repair process, you will not be charged a $65 repair service fee and the outbound shipping will be for free as long as you are in the United States where UPS can reach." This email exchange also told me I wouldn't be charged $65 if I didn't go through the repair, too.On April 27 I was sent a quote for the $9 IMU sensor and a $65 repair fee. At that point I called DJI and emailed them explaining I was told the fee would be waived. No one within DJI is acknowledging what was stated to me. Instead of doing the right thing and waiving the fee like they said they would they are arguing back and forth with me that it's a built in fee. I get that, I understand that, but I had someone tell me over the phone it would be waived. I'm asking for DJI to do right by the customer and waive the fee. DJI doesn't even make this unit anymore. The sensor broke on it's own too. I wasn't even using the drone when it happened and I at one point paid for the extra protection care that I never used. I've been an upstanding customer and DJI has done nothing to help me during this time of need. I received a call from someone at DJI in China (which came in as an unknown Chinese number so I didn't answer) and that person claimed to be a supervisor. They left a voice message but didn't even address the issue at hand with the billing and how one of their employees misquoted me and they won't acknowledge it. I've also been going back and forth with a supposed supervisor *** S of DJI support and he has been absolutely terrible. I requested multiple times for him to call me to discuss over the phone since his email replies sometimes take 2-3 days but he ignores that request. I do not plan to pay this $65 fee since I was told I wouldn't have to. Do right by your customers who are paying your salary and someone please provide proper management training to *** because he is absolutely terrible. I have no paid this bill yet but I may pay the $74 right now just so DJI isn't holding my drone hostage anymore but I would like a full $74 refund if that's the case. This has been an awful experience that has totaled over 10 hours between calls and waiting on hold, live chats waiting on hold and emails taking days to respond. I will never buy another DJI product again strictly on how they operate their customer service department.

DJI denied drone coverage under a warranty for a malfunctioning DJI Mavic Pro Platinum, that disconnected 30 feet from operator and disappear DJI denied coverage under a warranty for a malfunctioning DJI Mavic Pro Platinum, that disconnected 30 feet from operator and auto landed a few block on a trees backyards as showed on the app after that I try to recover by door to door visit and no body saw it. I had an issue with the DJI Mavic Pro Platinum drone I purchased on April 10,2019 (with the product carrying a 1-year warranty of the craft). Case: 1. The drone malfunctioned and disconnected despite being approximately 30 feet from the controller with full GPS signal lock. As proved according to DJI's own analysis of flight records of the case " 2. I tried to recover the aircraft, activating the return home bottom but the aircraft start to rotate without control. The aircraft took altitude and with any control landed on the trees area neighborhood. 3. The malfunction product and subsequent NOT return to home cause the missed drone just a few feet away and out of reach. 4. The controller screen was frozen and did not respond to commands. On August 1th, the Mavic Pro Platinum was lost as a result of this disconnection and malfunction that was completely out of an operators' control. The Mavic Pro Platinum was operating and DJI denied coverage under a warranty for a malfunctioning DJI Mavic Pro Platinum with full GPS signal yet disconnected, with battery that had more than 3/4 its flight capabilities left. In response to the unprovoked and unusual disconnection, DJI acknowledged in their email response: "For your case CAS-XXXXXXX-***, we have finished the data analysis, and the result is as follows: 1. The aircraft worked in GPS mode during the flight; 2. The pilot pushed the pitch stick forward, the aircraft flew forward then the flight record ended at Flight Time t=04:28, Relative Height h=14.6 m, Distance to Home Point d=329.5 m; 3. The take-off point: 43.XXXXXXX -XX.XXXXXXX; The last recorded point: 43.XXXXXXX -XX.XXXXXXX. With the record ended, the root cause of the incident cannot be verified." but proceeded to refuse to accept responsibility for the malfunction saying "the incident was caused by improper flight environment," which is insane because the flyaway occurred 30 feet away from the operator on a calm, fair weathered, summer day and with a perfect Clair view with not interference. The remedy they then offered was not only insufficient but also snarky and therefore infuriating. They offered me a 30% discount and asked for the address to which I'd like the new drone to be sent. DJI's own analysis showed signal/controller malfunction and their warranty explicitly provides coverage of such an incident with the DJI's software. Their failure to follow their own warranty policy and therefore create a situation of false advertisement is why I have filed this complaint with the complaintsboard.com. Desired Outcome I am seeking for the exact product replacement and the total refund of the amount I already pay for the product replacement.

Bought refurb Smart Controller from DJI. No charger provided to charge the unit when the battery dies. Wont charge without an OEM charger. Known issue Through our credit card company we are now batteling our third chargeback dispute with DJI over this matter. A brief summary of the situation as it stands today. DJI was selling refurbished "DJI Smart Controllers" at a slightly discounted rate and we purchased one as this item allows enhanced operation and control for our DJI Phantom Pro 2 Drones. They admit to not providing any OEM charger to recharge the unit we purchased from them when the battery dies. However, via email, they incorrectly claimed that a non OEM charger can be purchased elsewhere that will allow the unit to charge appropriately. They provided the specs they deem suitable for an appropriate charger. Taking their advice, we purchased multiple chargers, cables, etc from different companies that match the specs they required. None of these chargers will appropriately charge the unit. Thankfully, we own a second refurbished DJI Smart Controller that we purchased through a verified DJI distributor and interestingly enough, it came with an OEM Charger! The OEM Charger from this second unit we own is the only charger that will successfully charge both controllers. This proves that their OEM charger is the only charger that will appropriately charge the item. As a video production company that covers multiple productions each day, we need these two controllers to be available for two separate clients at any given time and those clients need to both be able to charge the controllers when their battery dies. This is why we cannot own a 2 products with only one working OEM charger. Unfortunately and despite our best efforts, DJI is not giving us any viable way to charge the item. We've offered to purchase an OEM charger but oddly enough, they are not giving any of their customers the option to purchase an OEM charger. Since the dispute appears to be unending, we had to make the unfortunate decision to return the item. We reached out to the company to initiate the return and they refused saying it is now out of the 14 day return period, despite the fact the item has been in dispute since the time of purchase. They have now painted us into a corner, and it is their intention to force us into keeping a product that we never could charge. Despite being in the middle of a perplexing and unprecedented situation where a company sells an item that cannot be recharged, we still hope to seek a positive outcome. There are only two options that we feel are in the best interests of both parties and we hope that DJI will consider one of the two options: 1. DJI needs to provide us with an OEM charger. We will gladly pay for the charger to end the dispute. I would like to underscore that we will pay an additional amount to obtain the appropriate OEM charger for the item. 2. Allow us to return the item which is in perfect physical condition and working order. DJI will provide us with a full refund. We are acting in good faith in trying to resolve an ongoing issue that has been widely reported by other customers. We have provided documentation proving that this is a known issue and we hope that they decide to do the right thing.

falsely claimed that my drone needed a part to be replaced. *** scam and rip off. I have a *** air 1 that I purchase in 2017. I had less than 5 hours of flying time on it. I received a message in oct of 2019 that I need to update the firmware. While I was updating the firmware it failed and it would not connect to the controller. I was out of warranty and the *** refresh. I tried to trouble shoot over the phone with *** and then sent the drone for repair to *** I told them that it was not my fault and *** should fix it because of the corrupted firmware. They would not help me out and instead said that I pay money because the core board was faulty. Below at the end is what I received from them - I did not have the money and they sent the drone back to me. Recently after almost 18 months I posted the issue on *** forum and a user recommended that I try again using tha *** assistant 2 software. I tried and was able to successfully able to upload the firmware and got the drone working. How can a faulty core board work again? *** tried to get money from me for a fake repair issue. Email quote from *** - Invoice Dear Customer, This message is from *** Support. A quote detailing the cost to repair your product *** Air is included in this Email. Click Repair Progress Inquiry for the detailed damage information. For further inquiries, please contact *** Case Info. Customer *** Case No. *** Quotation Date 2019-Dec-05 Remark NON WARRANTY: Dear Customer, Unfortunately, damage that is not caused by a product malfunction or is out of the warranty period is not covered by *** aftersales policy. Dear Customer We'll either repair it or replace it with a product that's new or equivalent to new in both performance and reliability after payment has been received. For more information, please visit *** North America Item List Core Board Quantity: 1 Net Price : *** Total Price: *** Repair Service Fee Quantity: 2 Net Price : *** Total Price: *** Shipping Cost 0.00 Total Amount *** Discount 0.00 Total Payment (USD$) *** Note 1. Please make sure the Case No. is included in your Payment Information when completing your transaction. 2. If you'd like to make a change to your shipping address, please contact ***@***.com. 3. To ensure repair quality, *** may update or replace the product module. If it is updated or replaced, the serial number may also change. The unit will still be covered by *** After-sales Policy even if the SN has been changed. Click here to check *** After-Sales Policy. 4. *** will use standard delivery service to ship back your products. If you have any other requirements, such as expedited service, please contact *** Support. Please be noted that *** will not bear the additional cost. Best Regards, *** Support This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto.

My Mavic Mini got lost and never returned to where I started the flight to its Home Point which has to do with comes to safety features and RTH. I was flying my Mavic Mini over the path, slightly uphill over the forests with pretty regular trees up to 10m height. There was no wind. When I was around 38m altitude and 40m away, drone stoped responding me and soon lost my signal. Normally the drone should activate the Return Home function and after a few seconds when the drone is closer and signal gets stronger I shall be able to take over the control. I was waiting, however no reconnection happened. I've waited around 5 minutes, however the drone hasn't returned to the Home Point location. I wasn't able to use the "Find my drone" function, as my remote didn't have a connection with the drone, so I decided to run to the area where the signal was lost. After another minute or so, the DJI app stopped showing the drone view, it returned to home view, where I could only use the "Connect Aircraft" function, as if it was a new flight. After around 3-4 minutes in total I was on the site where I've lost connection with the drone. I've searched the surroundings, path, trees and branches to make sure the drone hasn't crashed there, but there wasn't any sign of the drone. I kept using the "Connect Aircraft" function, so I could reconnect to my drone if I was anywhere close to it. I wasn't sure what's the range of "Connect Aircraft" function. I've returned to the Home Point location again to make sure the drone isn't there. I've then decided to search drone in the line of Lost Connection and Home Point locations. The area was really steep and almost inaccessible, so I wasn't able to search it carefully. After an hour of searching I've given up, not sure what has happened. The aircraft Relative Height during last contact whereas the RTH altitude was set to 30m. In which case it was expected to fly in a straight line to the Home Point after losing a signal. It is noticeable that the return path doesn't have any obstacles which aircraft could hit. I suspect that the RTH hasn't worked correctly. Clearly if drone would fly over the blue line and would maintain its height it then wouldn't collide with anything, in which case I would be able to take over the controls or drone would return to my position. Since drone hasn't returned to its Home Point given the above details, I suspect that there had to be malfunction with the drone altitude measurement causing it not to maintain its altitude and crash early after RTH, even before signal was restored. This situation made me skeptical when it comes to safety features and RTH. I need to know how am I protected? *** - Serial Number of the remote controller: (Please upload the picture as an attachment if possible): All attached - Email Address of your DJI account associated with the accident: *** - Date and time of the incidentDec 23, 2020 - Flyaway address: South Lake Tahoe, CA - Description of what you did to try and regain control: Below at the bottom of this email - Purchase Channel(dealer Name/DJI Online Store) Costco *** Than you, Amir Vahdat

DJI makes false claims about product defects to avoid covering repairs under warranty. On 9/11 I received my DJI Mavic Air 2 that was ordered from Amazon. I paid for the "Fly More" package as well as the "Care Refresh" package. The drone was flying properly up until a flight on 9/30 at 21:15:11. It was then that I noticed the drone would not stay still during flight. Prior to this, if the controls were not touched, the drone would remain rock steady. Once I noticed the drone drifting and swaying, I tired recalibrating the IMU sensor and compass. This did not resolve the issue. I tired multiple more times over the course of the next few days to recalibrate with no luck. I tired different locations and different days thinking maybe the issue was caused by wind or other factors, yet the drone continued to sway. On 10/3 when trying to troubleshoot the drone yet again, the drone was still having the same issue. I tried to land the drone while it was around 2 feet over the ground, instead of landing directly downward, the drone drifted multiple feet over near a boxed plant. I tried manually controlling the drone to avoid the collision but the propellers hit the plant briefly and I landed the drone. I assessed damage to the propellers and didn't see any. I tried more troubleshooting, even putting on my spare set of propellers, yet the same exact issue persisted. On 10/4 I opened a case with DJI and sent the drone in on 10/8. In those few days I still tried troubleshooting found on DJI forums with no luck. At no point did I open, modify, change, or alter the drone. I simply tried recalibrations and different environments to fly in to narrow down the problem. On 10/14 I received and email stating the receiving the drone. On 10/15 I got another email saying the drone was evaluated but with no word on the cause. On 10/18 I finally received and email stating 3 motors had stutters in them, they still gave me no quote or explanation of how they fixed the issue or the cause. Later that day after my questioning, they claimed they issue was caused by the incident on 10/3. They either wanted me to pay $114. to repair the drone or use one of my two replacements from the Care Refresh package and pay $69. I explained how that is not true due to the fact that that incident had no bearing on the issue and that I would not be paying that price. Not only that but the incident only occurred due to the faulty hardware that was already present. After disputing their account of the issue, I sent them all my flight records as requested on 10/21. I still have not heard a word back as far as their findings. Meanwhile, the Care Refresh package I paid for is only good for a year, still have no idea if they plan on compensating the time the drone has been in their possession. DJI leaves the consumer with little choice. What options do we have? 1) Pay their unfair price for an issue that should be covered fully 2) Use a replacement drone from the Care Refresh that should be reserved for true issues and pay $69 on top of that 3) Get the drone back in a still faulty state or 4) Use a 3rd party repair service and then void your DJI warranty. The time it has taken to get simple answers has also been frustrating. Seems like if they can't get the money out of you, they make you pay with how much time they keep your product, further invalidating the entire reason you pay for a years worth of the Care Reresh coverage.

Purchased new Mavic Mini and have had POOR functionality. I have purchased NUMEROUS DJI products and have loved everyone. However, I purchased a new Mavic Mini fly more package at the end of September/beginning of October. Instantly noticed that something was just not operating correctly with the device. Even having the drone as close at 20 yards, small trees and something as thin as a power line would disrupt the POV video feed to the remote and it would lose signal. I understand that this is a small drone and that the distance from the remote is not going to be the greatest based on the size, but losing signal 20 yards away is not acceptable. I instantly wanted to return it and have been trying. That being said- my issue with this situation and DJI now goes WAY beyond just the drone not functioning as advertised. I have been trying since the the middle of October to get customer service on the phone and get this item sent back. It is SOOOO frustrating the lack of customer service support that this company has. It has been weeks of dealing with this. Not only have the not resolved this situation but they continue to not give ANY way to allow me to send this product back for a refund. They say they will CALL me back but to date have not received one single call back. They have never given me a case number so I cant even call them with a reference number concerning the case so every-time I call them back, because they have continually not called me back, I have to start back at the beginning. Without a case number I cant even prove how long I have been dealing with this and how many times I have tried calling. Numerous times I have asked for a supervisor and they always say the same thing- that I will get a call back and I NEVER DO. It is almost as if their customer is outsourced out side of the USA. I am fine with that. What I am not fine with is not being able to be transferred to someone that: 1: Can resolve my issue 2: Is a supervisor 3: Is in the United States. I cant even find a local phone number for them. I have called soooooo many times and have tried soooo many times to escalate the call to a supervisor or to someone who can make decisions other then the first person who answers who always says the same thing- that they will get a supervisor to call me back and they never do. Now after NUMEROUS calls to them I have no case number, no claim number, no way to prove all of these phone calls and now I am days outside of my warranty/return policy window. I have spent thousands with this company. I just want my money back. I want to return this product, which has less than one hour flight time and still has the original packaging and is in pristine condition. I want to get my money back for a product that not only does not perform like they said it would but also not to the DJI standard that I am used to. This is the only platform that I have found that DJI even seems to respond to. I just want my money and back and to send them their product back. I want to be able to be a proud DJI customer and be able to recommend them. Sadly, with this situation I cannot do that. I also understand that COIVD19 has made things difficult for everyone and every company. I understand that this could slow down response times. In this situation though they would not even provide me with a case number to show that I called inside of the return/warranty 15 day window. This is an attempt to at least get DJI to respond like they have told me they would but never do.

DJI set up the delivery in such a way that unless I am personally home to receive and sign for the shipment, it can not be delivered. Initially I tried to order a drone with DJI and my order was rejected because I used a credit card. This is despite their online store indicating that they accept payment by credit card. When I contacted customer service, I was told that occasionally their audit team will require further information (picture ID, etc) in order to process an order. The problem was, I was never contacted by anyone for more information before my order was cancelled arbitrarily by DJI. Meanwhile, the money for the order was held in limbo for a number of days while everything got cancelled/refunded. The only direction customer service could give me was to place another order. Again, this is despite any sort of reassurance that my order would not in fact be cancelled again. To further complicate the matter, I did not have enough disposable funds to allow for two pending purchases so I had to abandon my order attempts for the time being. Fast forward to now and I have successfully ordered a drone from DJI. I chose the shipping address as my home. Typically when I receive shipments that require a signature, if I am not home to receive, the package gets directed to a service center and I personally pick it up and sign for the shipment at that time. However, DJI set up their shipment with DHL in such a way that does not allow for the package to be redirected to a service center and/or an alternate address (I would also be open to having the package sent to an alternate address - my employer for example - to allow for me to receive it that way). As such, I am told by the courier, DHL, that unless I am home to personally receive and sign for the shipment, it will be returned to the shipper. This is not an option as I work full time and DHL only delivers Mon-Fri. I have contacted DJI and DHL multiple times to try to resolve this issue. DHL is telling me that DJI needs to change the delivery options to allow for the package to be redirected. DJI is telling me that they do not have that option. Despite my attempts to try to communicate with DJI to arrange an alternate means of delivery, they have maintained that one line "we do not have that option". They have not provided alternate options or resolutions. They do not seem to care about how or when I will receive my package. I am extremely disappointed in the level of customer service I have experienced with DJI (or lack thereof). At this time I am waiting for a call back from a supervisor but am told that could take up to 48 hours. Meanwhile, my package is literally sitting in a delivery truck within driving distance but is unable to reach me because of these ridiculous restrictions that DJI has put in place. My package was supposed to be delivered on Monday and now I have no delivery date in sight. It seems unfathomable that in this day and age of online shopping, there should be this many issues with trying to receive a simple online order. While I would really prefer compensation for the additional time and stress DJI has caused me in trying to get this sorted, I know that is an unlikely option. However, my first request will be for $100 store credit to compensate me for this distress. Failing that, I just want my package to be delivered as soon as possible. I see no reason for that not to happen in the next day or two. DJI can make the necessary changes with their chosen courier company to allow my shipment to reach me, they are just refusing to do the work to make that happen. I have attached a file containing my chat history with DJI for your reference. Order # *** Order date:

Defective Inspire 2 with multiple product issues leading to excessive repair costs and damage to aircraft. Purchased DJI Inspire 2 from a "DJI Authorized Dealer" the product arrived after about a week, the product was immediately unusable as both batteries that were provided by DJI were defective, they would not charge, or work with the aircraft. A request was submitted to DJI support, and the batteries were returned to the manufacturer. Roughly 30 days later I received the replacement batteries, at which time I powered on the aircraft to begin testing. The aircraft was supposed to come pre-paired to the remote controller. After trying for several hours to pair the aircraft with the remote controller and trying multiple suggestions from DJI support, the aircraft paired with the remote control. I took the drone down to an open space, set it down and attempted to fly it for the first time, now roughly 40 days after purchase date. The remote controller again would not pair to the aircraft, the remote control would blink red, beep repeatedly for HOURS. Again, attempted to troubleshoot connectivity between the remote control and the aircraft. After several more hours of troubleshooting the remote control became paired again to the aircraft, I took the aircraft outside sat it down and took it for a test. The aircraft performed normally and I began to take it further away from the test area. While flying less than 414ft away from me, the aircraft began to lose video transmission and all data was not visible on the aircraft controller. The aircraft was set to Return to Home when it lost signal, to be sure, I also pressed the Return to Home button on my remote. I watched the screen to see if the video feed would return. To my surprise, the screen came back on just long enough to watch the drone narrowly miss a branch, it then stopped, raised itself several meters and continued on its journey, it then proceeded to drive itself directly into a tree, without detecting any of it. Not just a branch, but an entire tree. I have owned previous DJI products in the past, and none of those products would ever hit a tree in the way in which the Inspire 2 failed to recognize the obstruction. The drone became lodged into the tree where it stayed for several days. I had to hire a professional tree climber for $350 to retrieve the drone. Once retrieved I sent the drone into DJI, who immediately sent me a quote for $*** for the repair of the drone, without checking any of the logs, or data or even viewing the video of the incident. They also stated that my remote control main board was damaged and needed to be replaced. They refused to warranty any part of the aircraft, including the controller. I had further discussions with the DJI agent, and submitted additional documentation. DJI changed their story from having a bad remote control main board to the repair for the remote would be covered under warranty to their latest email stating the remote control is fine and doesnt need to be repaired. The drone had issues which I will present below, as the drone is literally 3ft in front of me and unable to communicate with its remote control in the photo. DJI Support provided me the same "copy and paste" statement provided to dozens of other drone owners. They were always quick to ask for payment and seem to have no interest in taking any responsibility for issues with their products. The issues that I have experienced along with countless other owners shows the lack of Quality Assurance and complete disregard for any kind of commitment to the customer. DJI has a bill first, investigate later attitude and I am extremely reluctant to give DJI another penny for any reason after my experience with their supposed "flagship" product.

I ordered a drone and a fly more combo from a website and when I received the item, a different high-end camera was in the box instead of my order. I had ordered a Pro 2 drone, fly more kit, and care refresh for Christmas. When the package arrived, I found the camera staring back at me. No drone, no kit, just a camera meant for another destination. The box had the company's technical support label and a California address, so it was clear it came from them. The camera's box had an address, purchase order number, and a destination for an international company. It seemed the third party fulfillment company had made a mistake. Customer support created a case and promised follow-up. I sent photos as requested but got a response only on January 7th, after persistent inquiries. They claimed my item was shipped correctly based on weight. I pointed out the fulfillment company's name on the package, but feedback was slow. On January 14th, they repeated their claim. It took a frustrating call to confirm they use third-party fulfillment. This situation is stressful, and the company doesn't seem to understand. They insist they sent the right package despite my proof. I paid for the order on 12/16. The company instructed me to return the item, but it won't be accepted as it's not their product. The case was closed by customer service, leaving me with no resolution.

DJI sends out bad GPS Modules to force consumers to send their drones in to DJI Directly for repairs not allowing consumer or repair shops to fix. To whom it may concern, I bought my drone in 2017 I believe, and I crashed it forcing me to get it repaired. One of the problems with it is my GPS module is broken. DJI sells the GPS module on amazon and sells it to stores for repairs. I bought a GPS Module from a US store on amazon. When I got the module it didn't work. So thinking I might have done something wrong I decided to send my drone in to one of those certified repair shops listed on DJI's website. This would be MultiCopter Warehouse. And *** their technician verified that the GPS Module I received was faulty. He let me know that they had to get a shipment in before they could fix my problem. It has been there for about 7 months because every shipment of the GPS Modules they keep receiving are defective. Here is what *** told me on Monday July 20th. "At this time we had just received our 4th batch of GPS modules from DJI, and unfortunately yet again this batch has a "GPS Data Error" just like the previous batches. We are currently awaiting two more batches in hopes that at least one will be functional." So now they have to wait for another shipment. So I went ahead and contacted DJI through their Chat on their website because that's really the only way I could find a way to talk to anyone. The person I chatted with was Donna. I explained the above to her. She told me "For the GPS module, regretfully, we do not sell this part separately. The drone needs to be sent for service and assessed in our facility." So I asked "What? You are selling them on Amazon directly" "Im sorry, but in our online store, we do not have this part available." So I said, "You have certified technicians across the US who are supposed to be able to fix these drones. Not only that, you ship the GPS modules to them." "I understand, you may consider sending your drone to our facility for a proper assessment and service." "Im sorry, but in our online store, we do not have this part available. I understand, you may consider sending your drone to our facility for a proper assessment and service." Anyway the conversation kept going but she basically kept saying the same thing that I need to send it in to them for repairs. I did tell her I was going to turn them into Complaintsboard.com but it had no effect. She did say she will have someone call me but I don't expect I'll hear anything. So far no one has called me. So decided to try to call them but you cannot speak to anyone but technical support. There is absolutely no way to talk to anyone else. I re-explained the whole situation again. He told me the same thing that I need to send it to their engineers to fix the drone. He didn't even care about the fact that they sent bad GPS modules to MultiCopter Warehouse. And that the one I bought off of Amazon was also defective. I asked if they would let me talk to someone else and the guy said no. Literally said no. I don' t have another $200-$300 on top of the $500 in repairs I have already done and $1300 for the drone. But that's not even the point. They have certified repair people across the US that can't do their job. I think that DJI is sending out bad GPS modules to force the consumers to send in their broken drones directly to DJI to make more money. Don't believe me, try to buy a GPS module. Not only that but they are taking the business away from the CERTIFIED repair technicians who need to fix these drones. Complaintsboard.com has a slew of complaints from the customer service on DJI. I believe these are deceptive practices by DJI to make more money from the consumer. If I would've known I would have this problem to repair my drones I would have never purchased from DJI. All I want is a good GPS Module sent to MultiCopter Warehouse so *** can finish my drone and send it back to me in working order.

Major malfunction to two separate drones, sent drones in. DJI lost one, after finding the drone they said there was no malfunction. Now they ignore me I own several drones purchased for DJI and have not had issues with them in the past. This is in regards to two Mavic 2 Zoom units that have been shipped DJI. We shipped both drones to you 22 days ago but have yet to have any meaningful outcome. We have purchased five drones from DJI for both work purposes and for vacationing. Up until now we have had zero problems with your company, but the handling of these cases are changing our perception of your company drastically. When vacationing in Asia I was piloting a Mavic 2 Zoom back to its landing point. I was in manual control of the drone, and was piloting in an open location, so there should be nothing that would impede the sensors from working properly. As I was piloting back to my location the drone suddenly shot down into the water, completely submerging the unit. I have hundreds of hours piloting these drones and other models, and have never had this happen. Because I was on vacation I immediately went out and purchased another Mavic 2 Zoom, and would take care of the damaged unit when I returned to America. I did not have to buy a controller, so I only purchased the actual drone itself. Within days I was piloting the new drone with the same controller. As I was manually piloting the drone to the landing point the drone once again shot forward unprovoked, colliding with a wall. We had same issue happen with both drones, and the only common connection was the controller, which is clearly malfunctioning. This is documented by a video recording. I shipped out both units, and received a diagnosis for the first drone on 8/10 that stated that I instructed the drone to fly into the water, which is ludicrous. We waited several days to receive the diagnosis for the second drone, but it never came. Finally we called to see what was taking so long, only to find out that your team had not began the diagnosis for the second drone. Not only had the diagnosis not been performed, the drone itself was missing and was unable to be found! When we finally received the diagnosis for the drone we were told that tree branches impeded the sensor and due to the RC input it collided with an obstacle. This is once again not correct. There were no tree branches, and I certainly did not instruct the drone to fly forward into a wall at full speed. Not only was our drone lost for over a week while at your facility, we are being told that both drones had the exact same issue within days of each other, but it is due to the user. We have video recording and it is clear that the drone malfunctioned. We have called and emailed five separate times to speak with a manager, and we have repeatedly been told that a manager or supervisor would contact us within 24-48 business hours. We have waited over a week even after calling and emailing, and STILL have not heard a response. As I stated earlier we use these drones for work. Everyday the drones remain in a state of disrepair we lose money. We need to speak with a supervisor ASAP about these repair charges, as we are confident this was not caused by the user, but rather a malfunction with your hardware. If we do not hear back from somebody by 5PM on 8/28 we will be forced to escalate this to the next stage. We have spoken with several of you team, and have repeatedly been offered flat apologies and assurances that we will hear back from a supervisor, and yet nothing has happened. We have documented each correspondence and it is plainly evident that we have exhausted all options to have this resolved, and are being met with resistance and falsehoods. We have made every reasonable attempt to expedite this, and are at our wits end. We have emailed, called, used the chat feature. Everything to try and speak to a manager, and not a single person has taken the time to respond.

I did not receive my drone from DJI. FedEx concluded it did not deliver the package to my address.and paid the claim June 23rd, DJI refuses to refund On May 8th I purchased a Mavic Air 2 drone from DJI for the cost of $1027. Then At 11:31 on May 2oth I received an email from DJI stating my package had been delivered. I was outside the whole time and no fed ex truck ever came. I then sent an email to them which I will enclose stating that I received the email and but the package never came. Later that day I checked the tracking number on FEDEX and it said it was delivered at 2:01. That's 2.5 hours past the time DJI stated, so I was confused. I was also home at that time and again FEDEX never came. I got on a DJI chat the next day with DJI and told them my details as they never answered my email. I was told it would be expedited. A few times a week I checked with them thru out the Month of May and early June and was told the same thing every time. Oh I'm sorry, I will escalate it. This got old after a while as it was the same story with no matter who I spoke with. Then I called them in mid-June to try and speak to someone. I was told that number I called was technical support and they would email logistics. I said can you transfer the call over to logistics and I was told they are unable to call logistics themselves, only emails were allowed. So I went back to the chat and was told to call FEDEX and ask for a copy of the investigation and go to the police station to file a report for a stolen package. I told them it wasn't stolen as I was outside the while time. It was never delivered by FEDEX. I did call FEDEX on June 19th and was told there was an open investigation on the package. They patched me thru to a voice mail of a lady who was working on the claim. I left a voice message with her to call me back. She called me back Monday June 22nd and she said that she closed the case and paid a claim to DJI. I asked her what that meant, and she said the package was lost and not delivered to my address and they paid the claim of the package but could not tell me the amount of the package paid. I then emailed DJI with this information and asked for my refund. Again, I was told the same story by DJI, the investigation was still open, and the package was delivered. I was almost having daily conversations with DJI and got nowhere. I was told several times I would receive a phone call back from a supervisor and no one ever called. This was getting very nerve racking at this point cause no one would speak to me about it. Was always told it would be escalated on chat but supervisors were always busy no matter what time of day. In early July I finally was getting some where as this lady was communicating with me daily until she again told me to file a police report for a stolen package. This story was so old as I kept telling them it was never delivered. I then called FEDEX and again was told the same thing as before, it was lost and not delivered. The next day I received a letter from DJI stating they were closing the case cause the package was delivered. This was 2 weeks after FEDEX paid for the claim to DJI for the lost package. I Then called FEDEX again and this time I recorded the conversation. I spoke to 4 different employees and then a supervisor all confirming that it was lost, it was not delivered and they paid the $100 for shipping as DJI did not insure the package. I then emailed DJI and threatened to sue them and expose them thru the media. This got me a phone call from a manager named ***, finally I thought I got somewhere. He made it all sound good by telling me that he contacted headquarters and ask them to find the paid claim and issue me a refund. I was promised by *** the manager this would be resolved by Either July 10th or July 13th. I said ok, well it was now late in the day on July 14th and no phone call, no email , no refund. Its now been 62 days since the delivery date and no refund even thou its been esculated over 20 times. Absoululty pathetic customer service, especially by manager