DJI (dji.com) has a 3.0 out of 5 rating on OK.one, based on 621 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is mixed. Opinions are polarized: 46% rate it 4 stars or higher while 32% give 1 star; The business has replied to 91% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-10-24.
What reviewers say
AI generated
Most reviewers were unhappy with their experience overall. Consumers frequently struggled with unhelpful support agents, automated replies, and extremely long waiting times when trying to resolve technical issues. Many people also reported receiving faulty equipment or experiencing sudden hardware failures shortly after purchase, accompanied by frustrating warranty claims. Reviewers expressed deep disappointment over the lack of proper solutions and communication when seeking help.
The minority of people were satisfied with the efficient after-sales service, noting smooth communication and fast product replacements. Some reviewers noted that their broken devices were thoroughly investigated, quickly repaired, or swapped without incurring extra costs.
Auto-generated from all reviews of this business. For reference only.
**⭐ NO STARS – Absolutely appalling after-sales support. Three faulty replacements and still no resolution!**
I honestly wouldn't recommend DJI to anyone based on my experience. Their products might look impressive on paper, but what happens when something goes wrong? In my case, it's been an absolute nightmare.
I originally purchased the DJI Pocket 2 Creator Combo, and it worked brilliantly until the wireless connection to my phone stopped working. Fortunately, I had a two-year warranty, so I contacted DJI and followed their instructions to send the device in for inspection and repair.
Since then, DJI has replaced my camera THREE TIMES. Unfortunately, every replacement has developed problems of its own, including frozen screens, connection issues and audio interference. That's three replacement devices, all with faults, and I'm still without a reliable camera.
I've now raised a formal complaint and requested either a refund or an alternative model. After everything I've been through, I have absolutely no confidence in receiving another Pocket 2.
DJI's response? They refuse to refund me because I purchased the camera through Amazon rather than directly from their website. Instead, they want to send me yet another Pocket 2, despite the problems I've experienced with all three replacements. They've also offered me a €50 store coupon as compensation for the inconvenience.
And here's where things get even more ridiculous.
I went to Amazon to request a refund, only to be directed back to DJI's website because the seller appears to be one of DJI's own Amazon stores. So DJI tells me they can't refund me because I bought it through Amazon, while Amazon directs me back to DJI. I'm effectively being passed from one place to another without a satisfactory solution.
**Three faulty replacement cameras, endless correspondence, hours wasted, and still no resolution.**
I understand that electronic products can develop faults. What I find completely unacceptable is the repeated failure to provide a working product and the refusal to offer a reasonable alternative after three unsuccessful replacements.
I bought a premium product and expected reasonable customer service when something went wrong. Instead, I've spent months trying to resolve an issue that should never have reached this point.
DJI's handling of this case has completely destroyed my confidence in the company. I wouldn't willingly buy another DJI product, and I'd strongly advise anyone considering one to think carefully about the after-sales support they might receive if things go wrong.
**My advice? Think twice before buying DJI. A good product is only half the story; how a company treats its customers when things go wrong matters just as much. In my experience, DJI has failed miserably on that front.**
Reply from DJI2026-10-24
Hi there,
Please accept our most sincere apologies for the frustrating experience with your DJI Pocket 2. We completely understand your disappointment after three replacement attempts, and we want to resolve this for you as quickly as possible.
To review your case and find a final solution, could you please provide us with the following details?
• The Serial Numbers (S/N) of your current device.
• The previous Case ID.
• Your current location / country of residence.
Once we receive this information, we will check your records immediately and get back to you with a satisfactory resolution. Thank you for your patience.
Title: If I Could Give DJI Zero Stars, I Would – Terrible Support, NZ$1,032 for a Replacement, and No Satisfactory Explanation
⭐☆☆☆☆
DJI Case Number: CAS-36435485-W9B3F9
I am extremely disappointed with DJI and the way my Flyaway case has been handled. I have owned multiple DJI drones and trusted this brand for years, but this experience has seriously damaged my confidence in the company.
My DJI Mini 5 Pro experienced a Flyaway incident in early September 2026, and I lost the drone. The battery was fully charged at 100% before take-off, yet the drone lost power after travelling approximately 5 kilometres. DJI advertises a transmission range of up to 10 kilometres under suitable conditions, so I expected a much clearer technical explanation of what happened.
I submitted the requested flight records and cooperated with DJI's investigation. However, the main explanation I received was that strong winds affected the aircraft. I understand that wind can affect flight performance and battery consumption, but I was not given a satisfactory explanation addressing my specific concerns about why the drone lost power after such a short distance despite starting with a fully charged battery.
Instead of feeling that my concerns were taken seriously, I felt that the responsibility was simply being placed on me. Repeating that strong winds were the cause without adequately addressing my questions was extremely disappointing.
The replacement offer was equally frustrating. DJI offered me only a 25% discount, and I still had to pay NZ$1,032 for the replacement drone alone. This is a significant amount of money, especially after losing my original drone and receiving an explanation that I do not find satisfactory.
The incident happened in early September, but I did not receive the replacement package until 23 October 2026. Waiting nearly two months for a resolution, only to face such a substantial cost and further concerns, made the experience even worse.
The replacement box is labelled “FOR SERVICE ONLY” and “NOT FOR SALE.” I have not opened the package, and DJI has not confirmed whether the replacement unit is brand new or refurbished.
I had planned to sell the drone to recover some of my investment because selling the remote controller and batteries separately is difficult. However, this packaging may make potential buyers suspicious about the drone's condition and make it harder to resell. I should not have to face additional uncertainty and potential financial losses after paying NZ$1,032 for a replacement.
To make matters worse, I have not received an official invoice for my payment.
If I could give DJI zero stars, I absolutely would, but unfortunately, one star is the lowest rating allowed.
In my experience, DJI is happy to take your money when you purchase its products, but when something goes wrong and you need genuine support, the experience is completely different. Instead of feeling supported as a loyal customer, I felt blamed for the incident, with strong winds repeatedly given as the explanation without adequately addressing my concerns.
Good customer service should mean taking customers' concerns seriously, investigating incidents thoroughly, and providing clear, evidence-based explanations—not simply putting the responsibility back on the customer.
I expected much better from a company selling premium products. I have owned multiple DJI drones, but this experience has seriously damaged my trust in the brand. A premium product should come with premium customer support, especially when a customer has invested in multiple products from the company.
I am requesting that DJI replace this unit with another DJI Mini 5 Pro in standard retail packaging, without the “FOR SERVICE ONLY” and “NOT FOR SALE” labels. I also request an official invoice, written confirmation of whether the replacement is brand new or refurbished, and a clearer technical explanation of my Flyaway incident based on the flight records.
I hope DJI takes this complaint seriously and provides a fair resolution. Based on my experience with this case, I will seriously reconsider purchasing DJI products in the future, and I cannot recommend the company's customer support.
Case reference: CAS-36435485-W9B3F9
Reply from DJI2026-10-23
2026/10/24 update：
Thank you for your reply. Our team has already responded to you by email. Please check your inbox and refer to that email for further guidance.
For any further communication, please reply directly to the email.
Thank you for your cooperation.
======================
Hi there,
We sincerely apologize for the frustration, delay, and uncertainty you have experienced with your Flyaway case and replacement.
Thank you for providing the detailed feedback and your case number, CAS-36435485-W9B3F9. We will forward your concerns and requests—including the technical explanation, replacement packaging, confirmation of the unit’s condition, and official invoice—to the relevant team for verification and further review.
We will update you as soon as we receive their response. Thank you for your patience and understanding.
Best regards,
DJI Support Team
Disappointing Experience with DJI Mini 5 Pro and Customer Support
My DJI Mini 5 Pro was lost during a flight in following what I believe was a technical malfunction. DJI's flight analysis confirmed that the drone initiated landing while operating mainly in GPS and ActiveTrack modes, but blamed pilot error without clearly explaining what action triggered the landing.
For such an expensive, supposedly premium product, this level of customer support is extremely disappointing. I expected greater transparency, accountability, and a fair resolution from a company like DJI.
I am still waiting for DJI to properly address my concerns.
Reply from DJI2026-10-23
Hi there,
We sincerely apologize for the loss of your drone and the frustration caused by the support experience.
To help us look into your concerns, could you please provide the following information?
Your drone’s serial number (SN)
Your case number (CAS)
Once we receive these details, we’ll coordinate with the relevant team for further review.
Best regards,
DJI Support Team
DJI support is one of the best I've ever dealt with. Every time I've had an issue with a product, I send it in and within a day or two I've got a replacement back. DJI Care is honestly one of the best protection plans out there for your gear. I can't say enough good things about them. I wish every company worked like this!
Reply from DJI2026-10-23
Hi Swain,
Thank you so much for your wonderful feedback and kind words. We really appreciate you taking the time to share your positive experience with DJI. It means a lot to our team.
We will keep working hard to deliver reliable support for you. Thank you again for choosing DJI.
They disregard their Enterprise Customers, let alone the rest
I am a Enterprise Customer, and sadly have to report that DJI customer service is completely lacking, mainly in regards particularly to maintenance and transparency.
They are very good with sales to get your money off you, but for reasons that can't be fathomed have no customer service.
I know there are many large commercial players out there spending huge amounts of money. I'm a small operator, but nevertheless have spent $36,000 Aus with them.
Through a series of circumstances which don't need to be discussed here. I bought a new M30T which had never been flown, still in showroom condition sitting in its case. But the 1095 day service was due, and indeed the 328 day service had well passed.
I very clearly stated to DJI how long I'd had the drone and that I need all maintenance logs needed to be cleared.
I was subsequently quoted $1100 and to have them send it off for the required maintenance. They did say standard maintenance on the quote, but I didn't at that time realise that meant they were only quoting for the 328 day service. Even though I clearly stated I've had the drone activated over the 1095 days. (Remembering this is a drone with 0 flight hours which could easily be confirmed by DJI at any time).
Now on their website, it clearly states under the RMA terms and conditions :
3. DJI Service Center assessment and repair: The DJI Service Center will receive and test your product and send you a quotation.
So further to this I gave the drone into Carousel in West Australia for them to send off on 27.5.26 and was confirmed after that the quote was correct and thus I gave the go ahead.
DJI clearly state they will look at the drone and let me know the correct quote for the maintenance. How is it they did not contact me and correct the situation, saving time and frustration. It takes weeks for the drone to be returned.
I work away as well, and 100kms or so from the carousel. So it's a mission to get this done.
As I work away it was a little while after I decided to start the drone and make sure the maintenance logs were cleared. That's when I discovered they only did the more basic maintenance program.
I then asked if DJI could let me pay the difference and have the higher maintenance completed. They declined and wanted me to pay another $1550 to have basically the same thing done.
As stated on their website, the only difference between the 2 services is to replace the motors if required. (Keep in mind drone was never flown and kept in case).
How can they have such poor customer service? All correspondence clearly logged showing I was acting in good faith on their advise. They cleared the drone as airworthy on the standard maintenance schedule, so they know the drone is in good condition!
Truly disappointing attitude, they're just after your money.
Prior to this I was contemplating buying more DJI drones, but now will have to have a good rethink.
RMA E2723
Reply from DJI2026-10-22
24th Oct. update:
Hi Adam,
We take your feedback regarding equipment maintenance concerns very seriously and have escalated it to the relevant team for follow-up.
Our responsible colleague previously tried to call you but unfortunately could not reach you. They will contact you via email for further arrangements and will attempt to call you again next week.
We sincerely apologise for any inconvenience caused. Thank you for your understanding and support.
--------------------------------
Hello there,
We are sorry to hear about the situation you have encountered.
Could you please provide your case number and any other relevant information so that we can verify the issue and follow up accordingly?
We look forward to your reply. Thank you for your understanding and support.
Best regards,
DJI Support
Im presuming its dji as this is what was in the task. On askable i had to analyse drone footage of a broken roof.
I did it clearly on camera and said aloud what i could see and commented on the various images. They should have paid me £20 but no. I can only presume your against people with disabilities as you didn't like my speech disability.
Update: askable have now given the money. I don't know if it's them who review it and decide if the researcher was wrong or if the researcher looks again. Either way shouldn't of happened.
Reply from DJI2026-10-22
Updated 23 Oct. 2026
Hi there,
In addition to the information requested above, could you please also upload a screenshot showing your participation in the campaign via the link below?
https://pan-sec.djicorp.com/s/EWsEQ4np2FtSqwY
Once we receive all the requested information, we’ll check the case with the relevant team and further investigate. Thank you for your cooperation!
=======================================
Hi there, this is DJI Support.
We've noticed your feedback, and we're sorry to hear that you've encountered this situation. Please allow us to sincerely apologize for any unpleasant experience this may have caused.
To help us better understand your situation and provide appropriate assistance, could you kindly provide the following information?
1. The reference number of your previous case with the DJI support team, if available
2. The link to the relevant post
3. Your email address
4. Your phone number
5. Your account ID on this platform
Once we receive this information, we'll do our best to look into your situation and provide further feedback and assistance.
Thank you for your understanding and cooperation.
Terrible service, not doing anything except apologizing. Estimated time for my "Express shipping" purchase is 2 weeks, most likely in reality would be more ...
Reply from DJI2026-10-22
Updated 24/10/2026
Hi there,
we sincerely apologize for the long wait and understand your frustration.
We’ve checked with the relevant team and confirmed that your order is currently in transit for stock allocation and is expected to ship on November 2. The estimated shipping date can also be found on the order page when placing the order.
We appreciate your patience, and if you have any further questions, please feel free to contact us.
========================================
Hi there, this is DJI Support.
We've noticed your feedback, and we're sorry to hear that you've encountered this situation. Please allow us to sincerely apologize for any unpleasant experience this may have caused.
To help us better understand your situation and provide appropriate assistance, could you kindly provide the following information?
1. Your order number
2. The reference number of your previous case with the DJI support team, if available
3. Your email address
4. Your phone number
Once we receive your reply, we'll do our best to look into your situation and provide further assistance.
Thank you for your understanding and support. We look forward to hearing from you.
DJI responded to my initial message, possibly with an automated reply, and then completely stopped communicating. No meaningful support, no updates, and no resolution.
For a premium brand, this level of customer service is unacceptable. I do not recommend DJI products if you expect reliable after-sales support.
Update – 21 October 2026
DJI has now responded publicly to this review asking for a case number, yet my previous messages to their support team remain unanswered.
Rather than posting generic apologies on Trustpilot, I would appreciate DJI responding to my existing correspondence and providing an actual resolution.
My experience remains unchanged, and I still cannot recommend DJI's after-sales support.
Reply from DJI2026-10-21
Updated 2026/10/22
Hi there,
Thank you for providing the correct information.
We have checked and confirmed that the relevant logistics investigation is currently ongoing. Our internal team has replied to your latest email and kindly asks for your patience while the investigation is being conducted.
Thank you for your patience and cooperation.
==============================
Hello, this is DJI Support. We're sorry to hear about your experience. We take your feedback seriously and would like to look into this matter further. Could you please share the case number of your previous contact with DJI so we can better assist you?
We look forward to your reply.
Thank you, DJI. It’s a pleasure to be your customer.
I’m not usually one to leave reviews, especially since most of the time I’m not fully satisfied with the service I receive. And even on those rare occasions when things go well, it’s usually nothing particularly remarkable. But this time, I truly wanted to congratulate DJI and its entire team, from A to Z. You have all been outstanding, professional, and genuinely impressive.
I will continue to purchase DJI products and make use of all your services, because the way your entire organization operates is truly remarkable.
I wholeheartedly recommend DJI to everyone. You deserve recognition not only for the exceptional quality of your products, but also for your outstanding customer service and support.
Because, at the end of the day, behind every project and every passion, there are always people. And people are not objects. DJI has proven that it goes beyond simply offering a product: you don’t just sell products, you create emotions.
Thank you, DJI. It’s a pleasure to be your customer.
Reply from DJI2026-10-21
Hello there,
Thank you very much for sharing your experience with us.
We always value our users' feedback and suggestions. We will continue listening to our users and working to improve our products and services to provide a better overall experience.
Thank you again for your feedback and support. We wish you a wonderful day!
Best regards,
DJI Support
Having purchased a DJI Osmo Action 4 camera I downloaded the DJI Mimo app from the Apple app store. This is required in order for the camera to be activated and operate. The app loaded correctly and initially connected to the camera. However on this first connection a hardware update began but failed part way through. Since then the app refuses to connect to the camera, and activation is not now possible. This has rendered the camera unusable. DJI customer service have confirmed that this is as a result of an error in this version of the app, but no timeline is available for a fix. So, I am now left with a camera that doesn't function and no date for a resolution.
I have now received a response that indicates that an updated app has been released. I have downloaded this latest version and everything is now working fine. Whilst disappointed with the initial problem, I am delighted that my Osmo Action 4 is now working and please with DJI's customer service. I have revised my rating.
Reply from DJI2026-10-16
2026/10/17 Updated:
Thank you for the update. We’re delighted to hear that the issue has been resolved and that your Osmo Action 4 is now working properly.
Thank you as well for your kind words about our customer service and for updating your rating. Your support means a great deal to us.
===========================================
Hi there,
Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience this may have caused.
We have received the latest update from our engineering team. If you are using an iPhone, you may now download the newest version of the DJI Mimo app from the Apple App Store.
After updating the app, please try again using the latest version. Thank you for your patience and cooperation.
I bought a camera, which required an app, which required a firmware update, which required that the camera and phone be connected. The app-- which takes up all of 2 GB for whatever reason- wasn't able to consistently connect with the phone.
I started with Amazon's tech support, which is always garbage, and which sent me through a maze of circular support links and phone menus that led nowhere. I tried to resolve the issue with DJI's tech support, but DJI subcontracts their tech support to some company called CarePro that evidently doesn't have the time to deal with customers (waited on hold on the phone for 20m and just gave up). A company that doesn't provide tech support for expensive technology shouldn't be selling expensive technology.
Thinking I should have gotten a GoPro instead but they're 50-100% more expensive.
Reply from DJI2026-10-16
Update 19 Oct 2026
Dear Customer.
We have not received your response at this moment. Please feel free to reach out to us if you require further assistance in the future. Thank you.
Best Regards,
DJI Support
————————————————————————————
Hi there,
We are very sorry for the unpleasant experience. Our engineers have identified the issue and are urgently working on a fix. For now, please uninstall the Mimo app first (before uninstalling, please back up any materials and information you need from the app), and download the installation package of a previous version to use temporarily.
Installation package: https://service-adhoc.dji.com/show/special/ios/762a6fbd-4fc0-44fb-9774-12274c91f396
Access Code: x343vd
We will optimize the issue by releasing a new version of the app later. Please pay attention to subsequent app update notifications.
To assist you further, could you please also provide the following information?
1. The serial number (SN) of your device
2. Any reference numbers (such as a Case ID) or a screenshot of your previous contact with CarePro
Thank you for your understanding and patience.
Dji Aftersales customer service !
Wow im blown away with dji Aftersales customer service !
I own 2 x neo 2 drones the first one suffered internal storage failure shortly after buying it i sent it to dji and dji sent me a brand new replacement neo 2 even though I didn't have the care refresh package.
Only 1 week after that my 2nd neo 2 suffered esc failure so I then sent my 2nd neo 2 in for repair and they sent my another replacement neo2 even though my 2nd neo 2 didn't have the care refresh package either. Absolutely the best Aftersales service ive ever had from any manufacturer. 5☆ Plus from me😉👍
Reply from DJI2026-10-16
Hey Michael! We greatly appreciate your positive feedback and recognition of our after-sales service.
It is our goal to provide reliable support to every DJI user. Enjoy flying with your new Neo 2 drones and have a wonderful day!
Somehow a drone I purchased 3 years ago is “bound” to an old email address I haven’t had in over 5 years. Customer service couldn’t fix it so they opened a ticket where I immediately sent them all the info. Nothing… it’s been weeks and I still can’t use the controller I bought. On hold now. Again. So completely frustrating!
Reply from DJI2026-10-18
Update 20 Oct 2026
Dear Customer.
We have not received your response at this moment. Please feel free to reach out to us if you require further assistance in the future. Thank you.
Best Regards,
DJI Support
========================================
Hi there, this is DJI Support.
We're sorry to hear about your experience, and please allow us to sincerely apologize for any inconvenience this may have caused.
To help us investigate the issue and provide the appropriate feedback, could you kindly provide us with the following information?
1. Your email address
2. The SN of your device
3. Your DJI account
4. The reference number of your previous support case, if available
Thank you for your understanding and support. We look forward to hearing from you.
Update – October 12, 2026
Thank you, DJI Support, for the update and for arranging for your local team to contact me today. I appreciate the continued attention to this situation and look forward to finally getting my DJI Power 2000 issue resolved.
I will be watching for the phone call or follow-up email and hope we can move forward with a repair or replacement as soon as possible.
I will continue updating this review as progress is made. Thank you again for your assistance.
UPDATE – October 11, 2026
Thank you, DJI, for the update and for taking the time to look further into my situation. I truly appreciate that my case is now being treated as a high priority and that you're reviewing my previous communication with support.
I understand these things can take time, and I'm grateful that steps are being taken to move things forward. I have always enjoyed DJI products, and I look forward to getting this issue with my DJI Power 2000 resolved so I can get back to using it.
Thank you again for your attention to this matter. I look forward to hearing from your team within the next 1–3 working days and reaching a positive resolution.
Update – October 9, 2026
Hello DJI Support,
Thank you for your response.
I have taken screenshots of all my email communications with DJI Support dating back to August 17, 2026, including the correspondence around September 16. I will be uploading these screenshots through the link you provided so your team can review the entire history of this unresolved issue.
I also want to confirm that I only use one email address I have used throughout this entire process, from my very first contact on August 17 until today. I have not changed email addresses or used a different one to communicate with DJI Support.
It has now been over seven weeks since I first contacted DJI about my defective DJI Power 2000. Despite numerous emails, troubleshooting attempts, and repeated requests for assistance, I still have not received a repair case number, shipping instructions, or a resolution.
My last email correspondence with DJI Support was on September 16, and I have been trying to get this resolved ever since.
I hope these screenshots will finally provide everything needed to locate my previous communications and move forward.
At this point, I am requesting that DJI take immediate action to arrange a repair or replacement of my defective Power 2000. I have been more than patient throughout this process, and I do not believe a customer should have to go through this much effort simply to receive warranty support for an expensive product.
Please confirm once you have reviewed the screenshots and let me know exactly what steps DJI will take to resolve this issue.
Thank you.
Update 10/8/2026 – Still Waiting on DJI to Follow Through
On October 6, I updated my review after DJI responded and offered to provide replacement packaging free of charge so I could return my defective DJI Power 2000 for repair or replacement.
I clearly stated that I no longer have the original packaging and asked DJI to contact me privately through the email address I had already provided so I could securely confirm my shipping address.
It has now been another two days, and I still have not received an email, shipping instructions, replacement packaging confirmation, or any further response from DJI.
I originally contacted DJI Support on August 17, and here we are on October 8, nearly eight weeks later, with no confirmed repair or replacement process.
My DJI Power 2000 failed after only three weeks of use. I spent a significant amount of hard-earned money on this product, expecting quality and dependable customer service.
While I appreciate DJI responding publicly to my review, a public response means very little if there is no actual follow-through to resolve the problem.
I am more than willing to return the defective unit. All I need is for DJI to provide the promised packaging, shipping instructions, and a legitimate repair or replacement process.
DJI, please contact me directly and help get this resolved. After nearly eight weeks of trying to get assistance, I should not have to continue posting public updates just to receive basic customer service.
I will continue updating this review until this issue is properly resolved.
Reply from DJI2026-10-11
Update 12 Oct 2026
Hi Justin,
We understand posting your address here isn't convenient, we will be arranging the local team to give you a call today to make necessary arrangements. If you missed the call, please do not worry, they will follow up with an email!
Please let us know if you do not receive the email nor the callback, we will escalate further.
Best Regards,
DJI Support
————————————————————————————
Hi Justin, apology for the delay, we are checking with the relevant team on the next step forward, please rest assured your case is being reviewed under high priority level, its just that due to the weekends, responses from various team might be delayed, we seek your kind patience while we sort this out for you. Also, regarding the previous communication with us on email, we have also began an internal investigation at the same time, this is definitely not the kind of aftersales experience we want you to have and we seek your kind patience while we sort this our for you, we will follow up latest in 1-3 working days. Thank you
⭐☆☆☆☆ If I could give DJI less than zero stars, I absolutely would.
My experience with DJI has been incredibly frustrating and disappointing. In less than six months, I have already received three replacement drones, which has seriously undermined my confidence in the brand.
The original drone had multiple technical issues, including the “Preparing to take off” error appearing while the drone was already in flight. I was also unable to connect the drone to use the Fast Download feature to download my footage, making the overall experience extremely frustrating.
On top of the drone issues, I experienced problems resetting my password and logging back into my DJI account, adding even more stress to an already unacceptable situation.
I have now received my third replacement drone. Unfortunately, despite my request, it was sent back to me without being properly tested and verified to ensure it was working correctly. Given the problems I experienced with the previous drones, I expected DJI to take the necessary steps to check the replacement before sending it out.
To be clear, I have not tested this third drone yet, so I cannot confirm whether it has the same issue. However, I find it unacceptable that, after everything I have been through, DJI has not given me confidence that the replacement has been properly checked before dispatch.
For a company with DJI’s reputation, I expected much better product reliability, customer service and after-sales support. Instead, I have dealt with repeated replacements, technical problems, account access difficulties and a process that has left me extremely disappointed.
Three replacement drones in less than six months, multiple technical issues, and still no reassurance that the latest replacement has been properly tested.
Customers spend their hard-earned money expecting a reliable product and professional support when things go wrong. Unfortunately, my experience with DJI has been the complete opposite.
I have lost confidence in this company and would seriously think twice before recommending DJI to anyone. If I could give less than zero stars, I would.
Reply from DJI2026-10-09
Update 11 Oct 2026
Dear Customer,
We have not received your response at this moment. Please feel free to reach out to us if you require further assistance in the future. Thank you.
Best Regards,
DJI Support
----------------------------------------------------------------
Hi there,
Thank you for bringing your experience to our attention, and please accept our sincere apologies for the frustration and inconvenience you have experienced.
We completely understand why this situation has eroded your confidence in our brand, and we want to make things right. To help us investigate your case immediately and provide you with a dedicated solution, could you please provide us with the following details?
Your Order Number or Repair Case nubmer(CAS)
The Serial Number (SN) of your replacement drone
We truly value your patience and welcome the opportunity to regain your trust.
We've been using DJI drones for over a year as part of our day-to-day business operations, capturing aerial footage of renewable energy projects. Until recently, we've had no significant issues and have always been impressed with the performance and image quality.
Unfortunately, that changed when our drone suffered an apparent in-flight malfunction and simply fell out of the sky without warning.
At the time, we were filming a newly installed solar PV array and the drone was operating at its maximum flight height. The consequences could have been far worse than a damaged aircraft. Had anyone been below, the falling drone could have caused a serious injury or worse. It also could have landed on the solar installation itself, causing significant damage to our client's newly completed project.
What concerns me most is not the financial cost of replacing the drone, but the safety implications of an aircraft falling uncontrollably from height. After more than a year of reliable use, this was completely unexpected and has left us questioning the safety and reliability of the product.
The drone itself had been a great tool for our business, which makes this incident all the more disappointing. When you're operating equipment above people, property and active work sites, reliability isn't just a nice-to-have, it's essential.
A frightening experience and one that could easily have ended much worse than it did.
Update: If you could provide an email address that I could send further details to that would be appreciated.
Update: Files uploaded through link provided.
Reply from DJI2026-10-07
Update 11 Oct 2026
Dear Customer,
We are sorry that we have not yet received your reply. We apologize for any inconvenience this incident has caused.
Based on the information you provided, our recommendation is to have your device sent in for inspection. Once we receive your drone, our team will perform a professional inspection and further analyze the details of the incident. Please submit a repair request via the official website link we shared with you.
Should you need further assistance later, please feel free to contact us. Thank you!
Best Regards,
DJI Support
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Update 10 Oct 2026
Hi Arianna！Thank you for your patience and for your cooperation in uploading the necessary information as per requested, in this case we would recommend proceeding with a repair service for your device. Please visit the following link to initiate the repair process:
https://repair.dji.com/gb/repair/index
On the repair page, please scroll to the bottom and select your specific country/region to get the correct service options. If you are unable to find your country/region listed, or encounter any issues during this process, please let me know your current location/region.
For your information, once you have submitted the repair request, we will send you a Shipping Label for you to mail you device to our official servicing center, our engineers will inspect and we advise you directly through email regarding this incident and subsequent procedures!
Please feel free to reach out to us if you require any further assistance and we are more than happy to help! Thank you and wish you a great day ahead!
Best Regards，
DJI Support
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9th Oct. update:
Hi Arianna,
You may use this cloud drive link to submit your fault footage, product serial number and incident details.
https://pan-sec.djicorp.com/s/BW4Z8o6LZT8596i
The password for the link is the last six digits of your provided phone number.
Thank you.
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2026/10/08 Updated:
Hi there,
Thank you for providing the information. We appreciate your cooperation.
However, we’re currently unable to locate your device or case based on the information provided. Could you please share some additional details, such as the serial number (SN), and the date and approximate time of the incident?
Also, could you please let us know whether you have been able to locate the aircraft and, if so, whether there is any visible damage?
This information will help us better understand the situation and provide further assistance. Thank you for your understanding and cooperation.
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Hi there,
We’re very sorry to hear about this incident and understand your serious concerns regarding the potential safety risks. We’re relieved that no one was injured and that no property was damaged.
We would like to investigate what happened. Could you please send us the following information?
- The drone model and serial number (SN)
- Your current country or region
- The date and approximate time of the incident
- A brief description of the flight conditions and what occurred immediately before the drone fell
- The relevant flight records/logs from the DJI Fly app
- Photos or videos of the damaged drone and the incident site
- Your DJI case number, if one has already been created
Please keep the aircraft and all related components in their current condition, and refrain from operating the drone until it has been properly assessed. Once we receive the information, we’ll assist you with the next steps. Thank you for bringing this matter to our attention.
love my dji pocket 3 and my drone. I have had great experience with DJI and I will continue to buy more devices from DJI
Reply from DJI2026-10-08
Thank you so much for your support!
We’re delighted to hear that you’re enjoying your DJI Pocket3 and drone and have had such a positive experience with DJI. We look forward to continuing to bring you more great products and experiences in the future.
Warning: Terrible customer service and zero accountability. My package has been lost for eight weeks, and DJI keeps stringing me along with the same useless QR code for a pickup point where the item never arrives. I’ve repeatedly told them the item isn't there, yet they send generic delay emails while refusing to provide answers or a refund. I am out of pocket with no product. Avoid them if you value your money and peace of mind.
Order no 0446019918728
Seriously top notch service, had my drone for just over a year, never had any issues and then it all of a sudden malfunctioned and flew away and i unfortunately lost the drone, contacted dji about a flyaway, sent all the flight records and data they needed, and with it being under warrenty still they have replaced the drone with no problems at all, can’t fault them, was really quick. Drone arrived today and it’s going brilliant. Thank you again
Reply from DJI2026-10-06
Hi there,
Thank you so much for sharing your experience and for your kind words!
We’re truly glad to hear that our team was able to help resolve the flyaway case and arrange a replacement for you. We really appreciate your trust and support of DJI, and we hope you enjoy many more safe and enjoyable flights with your new drone!
I ordered a camera from the online store on 18th September. After 2 allegedly failed delivery attempts (I was at home both days) the box finally arrived 6 days later... with no camera in the box! Someone had stolen the camera from inside the parcel & I just received an empty box. I saw the DPD driver leave the parcel in my porch so nobody else had access to it other that the employees of DPD for 6 days. I reported the theft to the police & to DJI. I have had no assistance from DJI at all, other that assurances that they will support me (how exactly?) & 2 x £10 credits to my account. I don't want credits to my account, I just want the camera I paid for! I'm unlikely to ever buy from them again anyway if I don't get a replacement camera or a refund.
DJI have now twice asked for my information here. They have all of those details already because I reported the issue to them more than once. I only left this review after several days of them doing nothing about it.
I have sent photos to DJI again on 30th September (I had already sent them before). I do not routinely take videos of myself opening parcels so cannot supply an 'unboxing video'. The irony of that request is that the video camera was the item stolen from the box! What a frustrating experience this is. Just the same generic responses again & again. I feel like they are just hoping I'll give up.
Update:
After messing me around & making me jump through hoops for weeks, they refused to help me because I could not prove the camera was not in the box! Without a photo or video of the camera actually being stolen on my doorstep, they said they had no evidence either way. So now someone at DPD has a new camera & all I got was hours of wasted time. My advice would be to only buy their products from a third party's store because DJI will not help you if something goes wrong! Their packaging is designed so that the side of the box can be pulled open to access the contents & then pushed back into place. There was no tape around the box at all; just a seal across the top.
Reply from DJI2026-09-29
2026.10.15
Hello there,
Thank you for your cooperation. We are truly sorry for any inconvenience this may have caused.
After a thorough investigation by our logistics team, we regret to inform you that we are unable to approve a refund or replacement based on the information currently available. To move forward, we kindly ask that you review the required documents outlined in our latest email and provide them to us for further review. We will continue to follow up on the investigation for you.
We understand this may be frustrating, and we truly appreciate your understanding and cooperation. If you have any questions, please feel free to reach out to us by email.
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2026.10.2
We apologize for repeatedly asking you to provide information. As we need to verify further details with the logistics provider, we will request relevant supporting documents from you. This helps us push forward the logistics investigation more effectively. Please rest assured that we will handle your case as soon as possible. Thank you for your patience.
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2026.9.30
Hi there, we are sorry for the inconvenience.
We apologize for the inconvenience. We have received your feedback, and your case is now under logistics investigation, which will take a relatively long time (approximately 8–14 business days). Please rest assured that we will keep following up and pushing for progress throughout the process.
Additionally, kindly provide the unboxing video or outer package photos via the previous email thread so we can submit them to the logistics provider for verification.
Thank you for your understanding and support. We are looking forward to your reply!
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2026.9.30
Hi there,
We are truly sorry and deeply concerned to hear about this terrible experience. Receiving an empty, tampered package after enduring delivery delays and failed attempts is completely unacceptable, and we fully understand your frustration, disappointment, and anger. This is definitely not the standard of service we want any customer to experience.
We would like to escalate this investigation immediately. Could you please provide us with the following details via private message:
Your DJI Online Store Order Number;
The email address associated with your order/DJI account;
The DPD tracking number;
Any existing DJI support case number (CAS)
Once we receive this information, we will immediately escalate the matter to our senior order and logistics escalation teams to investigate with the carrier and help you push for a proper resolution (replacement or refund).
Thank you for your patience, and we sincerely apologize once again for the ordeal this has caused.
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