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.
Be careful who you buy your drone from.
I bought a Dji neo 2 from Dik Smith on line,everything seemed fine till I went to buy the Care Refresh insurance offered by Dji. I couldn’t register the drone ,so I took it to DJ1 store in Carindale to buy the insurance through them.They checked it out and it had already been registered by someone else 3 weeks before I bought it.Closer examination revealed the security seal on the box was missing and replaced with sticky tape and the seal on the shrink wrap covering of the box had been carefully cut out.I am seeking a refund from Dik Smith.
Then I will buy from DJ1 with conference
Neil Lesslie
Reply from DJI2026-02-07
Dear Neil Lesslie,
Thank you for sharing this with us and for the reminder.
We understand that you are planning to request a refund from the original seller.
To help avoid potential risks and unnecessary losses, we kindly recommend purchasing devices through the official DJI website.
Thank you for your understanding and support.
Best regards!
DJI official website link:
https://www.dji.com/au/camera-drones?site=brandsite&from=na
Worst experienced ever. Dji osmo pocket 3 got gimbal problem. Sent to warranty center said void due to small scratch 2-3mm size. When i said want to make complaint, then suddently sent video said have water damge. Now email from cs manager said have gap. Very not responsible
Reply from DJI2026-02-06
20/02/2026 Update：
Hi there,
Hope this message finds you well. We would liket to follow up on the OP3 aftersales issue. Our management team has provided a suitable solution, however we have not yet received a response despite multiple attempts to reach out.
If you could kindly check your latest email for the details regarding our offer, we would greatly appreciate it. Once we receive your feedback, we will prioritize resolving the matter promptly.
Thank you for your understanding. Looking forward to your reply!
17/02/2026 Update：
Hi there,
We are reaching out to follow up on your case once again. After a thorough review and verification by the relevant team, the final resolution has been confirmed and sent to you via email. Please kindly check your inbox at your earliest convenience and review the details carefully.
If you have any questions or require further clarification, please feel free to reply directly to the email. If possible, we would greatly appreciate your prompt response so that we can proceed with the next steps and continue assisting you without delay.
Thank you very much for your time and cooperation. We look forward to hearing from you soon.
————————————————
11/02/202/ Update：
Hi Mr. Shafiq, I hope this email finds you well. My apologies for reaching out again.
We’re writing once more to follow up on your case. After internal discussions and verification, our team has put together a special arrangement for you—one we truly hope you’ll kindly consider.
If you have any further questions, please don’t hesitate to reach out. We’re always here to support you.
10/02/2026 Update:
Hi Wan,
Hope this message finds you well. Thank you for sharing with us your information and we have managed to locate your case. We understand that your case is currently being taken care by our Customer Care Team and we seek you kind understanding and patience in this process while we are verifying the situation. Please feel free to reach out to us if you require any further assistance in the meantime and we are more than happy to help! Thank you and wish you a great day ahead!
Best Regards,
DJI Support
————————————————————————————
Hi there. We're very sorry to hear about your feedback. We want to help you in any capacity and we need to communicate with the relevant team to further look into this matter. Kindly provide any reference ticket/case number (CAS)/serial number（SN）. We're always here to help.
Very poor customer service and no respect for user time. I spent over 45 minutes on support calls for a malfunctioning device under warranty, receiving conflicting instructions (send battery only, then both, then changed again). Even after escalation, there was no clear direction. Customers are expected to diagnose issues and handle repeated shipping for DJI’s own faults. Unacceptable experience for a premium brand.
Reply from DJI2026-02-05
Update 2：
Hi there, we are following up on the battery issue you previously reported. Initially, we could have arranged for only the battery to be returned for inspection. However, considering that the root cause of the issue might not lie with the battery itself, handling it separately could prolong the overall troubleshooting process. To save your valuable time and resolve the problem more quickly, we recommended returning both the drone and the battery for a comprehensive inspection.
We have noticed that you have already returned the package. Once the factory receives the returned items, we will immediately arrange for inspection. To ensure your user experience, our relevant team will formulate follow-up solutions based on the inspection results and keep you updated via email in a timely manner. Please keep an eye on your email notifications.
Furthermore, if you have any other requests, please do not hesitate to contact us. We will be glad to provide further assistance.
Update 1：
Hi Eunice. Thank you for your patience. We note that the relevant team has already been assisting you. Please kindly arrange to return the battery and device as soon as possible, and we will promptly follow up on the matter.
Hi there, we sincerely apologize for the inconvenience you've experienced. Could you please provide us with the case number or the device SN code so that we can assist you further? Thank you for understanding.
A battery I bought failed. DJI were well within their rights to tell me ‘too bad’ as it was out of warranty. Instead they called me and listened to my issues. Very quickly Leroy, spoke with his manager who promptly organised a replacement. Excellent service. Thank you.
Reply from DJI2026-02-05
Hi Kris, thanks for sharing your feedback on our service. This will surely strengthen our customer relationship and foster advancement in customer service between our DJI customers. We're glad to be of service. Thank you for choosing DJI.
Odd and Abusive Callers After Purchases, Aggressive App Usage Restrictions and Account Created on Purchase
There are multiple concerns with this corporation that I've encountered.
Firstly, whenever I've made purchases from them, I've had mysterious calls from unrecognised and unusual sources. While I have no direct evidence indicating they've definitely been selling information to telemarketing companies and other degenerates, every call I've received from them have occurred within days or weeks of purchase. For example, days after my first purchase in August 2024, I received a call from an English Man who pretended to be calling about someone else. When I prompted him who he was calling for, he blatantly lied, saying the first name he could think of in a very snide way.
Clarifying, I never sign up with marketing with anyone, don't use smart tech of any description, don't use social media and make minimal purchases online. I generally avoid creating accounts with anyone. Every call coincides directly with a purchase from DJI.
Then, as if by magic, I received a call maybe two days later from a Chinese woman, speaking, yes, Chinese. To me, the fact the caller was Chinese, speaking Chinese, is evidence that the corporation is selling customer data to interested parties. DJI are Chinese and the proximity to the purchases is evidential, also. The issue with this, is the fact I did not actually sign up with DJI when I made a purchase. It was a guest purchase using their retail partner Hasselblad. If there's something in the regulations that say customers need to have accounts in order to agree to the terms and conditions. Say, oh, you need to sign up before they sell your details to cold callers and weird Chinese women blabbing on in a language most don't understand, perhaps that should be followed here?
Both were mobile numbers. Companies like the Information Commissioners Office deem mobile numbers as particularly dangerous and mostly don't do much about them. Then, no call lists. I've been on one for years, yet these companies, or individuals, call anyway. That suggests that DJI are selling customer details to underhanded, unregulated individuals or companies, which makes me question their integrity as a company.
Guess what? I received more unusual calls when I made another purchase last August (2025). Around two weeks afterwards - I'm not sure honestly - I received a call with an automated service talking about customer something or other. Then, an abusive one from another mobile number. This one had some foreign man blabbing on about nonsense with lots of chatter in the background. They were using different languages and sounded like an illegal call centre centred on cold-calling, scams and possibly voice print collection. The latter is often used to spoof access to people's accounts by bypassing the biometric protections many companies are enforcing now. AI can already do this and scammers are using this with AI right now to access people's accounts.
That Man made fun of my voice and attempted to argue about the fact I'd called him. I told him I did not and closed the call. I believe he was trying to gather voice data, so needed to keep me on the phone long enough for the system to record my voice print. Perhaps once it's matched there may be buyers on the dark web interested in such biometric information? It happens. Cockroaches everyone in such organisations...
The app for a device they sell uses Android. I'm keeping the exact device private, but anyone familiar might deduce what it is from these paragraphs. I hate Android for it's intrusiveness - it is Google. Then there are restrictions for using it. Every piece of data gathering must be enabled for full usage. An account is also needed to use the device properly without even more restrictions, which is a problem when considering data protection. DJI to me have already shown they're selling customer information, which shows minimal respect for regulation.
When I made the last purchase, an account was created automatically. As I mentioned above, I don't want or need accounts with these companies. Considering how much data is sold, traded, passed through CDN and advertising algorithms, AI training and all the other BS everyone deals with nowadays, I loathe accounts with anyone. They give companies the legal oversight to do whatever they want. That leaves us all legally in trouble immediately.
Every purchase should be anonymous, minimal details should be kept, information should be securely kept and there should be no interested third parties. Unfortunately, snooping domains on practically every retailer (analytics, advertising, bots) invalidate every single cookie policy regarding opting out. Then there's the constant threat of miserable data brokers operating in the shadows. And yes, different countries, different rules.
Reply from DJI2026-02-02
2026-2-10 final update：
Hi there,
Thank you for your patience, clarity, and thoughtful communication throughout this process. We truly value the concerns you raised regarding privacy, data protection, and anonymous purchasing, and we appreciate the time you took to share your perspective in detail.
We would like to reaffirm DJI’s firm commitment to customer privacy and information security. Protecting personal data is a fundamental principle at DJI and is embedded across our internal policies, operational procedures, and daily practices. Whether a purchase is made anonymously through a retail partner or through a DJI account, all customer information is handled strictly in accordance with applicable data protection laws and compliance standards.
DJI does not sell, trade, or disclose customer personal information to any third parties, nor is such information used for unsolicited calls, marketing activities, or any unauthorized purposes. Customer contact details are not used to initiate unknown or external communications.
Regarding the unusual calls you described, we understand how unsettling such experiences can be. It is important to note that unsolicited and fraudulent calls are widespread globally and often originate from unregulated sources. Factors such as timing, phone number format, or language alone do not establish a direct connection to any specific company. DJI does not participate in, authorize, or support such activities in any form.
We would also like to confirm that DJI’s official service facility in the United Kingdom is operated by local staff and adheres to the same global data protection standards, access controls, and internal compliance requirements applied across all DJI operations worldwide.
Based on the review and communication completed, this case has now been fully addressed and is officially closed. We appreciate your professionalism and understanding throughout the process, as well as the importance you place on privacy and data protection.
Thank you once again for your trust in DJI. We remain committed to safeguarding user information with care, transparency, and responsibility.
Wishing you all the best.
The DJI product quality falls far short of their advertising claims, often being just average or even poor. However, the real issue lies in their customer service, which turns any process—especially returns, into a frustrating ordeal. It's best to avoid this company to avoid disappointment!
Reply from DJI2026-01-31
2026-2-2 urgent update：
Hi there,
Thank you for your patience while we followed up internally. We have received confirmation from our team, and your case has now been fully reviewed and handled by the relevant specialized team.
Regarding the situation you experienced during the return process, particularly the delay in receiving the return shipping label, the team has completed a thorough review. Our previous message was sent based on this review and was intended to provide you with the correct return label as quickly as possible, so the return process could move forward without additional delays.
We have also confirmed that the refund for your returned item has already been successfully completed. If you have any further questions related to the refund status or transaction details, please feel free to let us know.
We sincerely apologize for any inconvenience you may have encountered during your purchase and return experience. Your feedback is highly valued, and we will take this opportunity to continuously refine and improve our service processes to provide a more seamless experience going forward.
Should you require any additional assistance at any stage, please do not hesitate to reply with the relevant details. We will continue to follow up and support you accordingly.
Thank you for your understanding and continued trust.
I own a DJI Osmo+ which is fully functional hardware-wise, but DJI discontinued the required app, making the product unusable.
DJI offers no alternative or support, so the device has no value anymore.
This is software-induced obsolescence and unacceptable for a premium product.
Reply from DJI2026-01-24
Dear Nikki,
Thank you for sharing your feedback with us. We sincerely apologize for the frustration you have experienced with your DJI Osmo+ and the associated app issues.
We're sorry that the services for this product have been suspended currently and relevant technical support and after-sales repair services cannot be provided.
To provide some context, as electronic products are affected by technological developments and changes in usage requirements, each generation of products has a fixed life cycle. In order to continuously provide you with premium product and service experiences, DJI regularly optimizes resource allocations to promote the development and application of new products and technologies. Therefore, we have decided to stop providing support services for the Osmo+ and its accessories starting on January 30,2023.
We genuinely appreciate your understanding and patience.
1.30 update
Hi Nikki,
Hope this message finds you well. We sincerely apologize for the frustration you have experienced with your DJI Osmo+ and the associated app issues.
We previously contacted you via email to recommend reinstalling the DJI Go app, but we haven't heard back from you yet. We completely understand how disappointing this situation must be, and we're here to help resolve it as quickly as possible.
To better understand the issue, could you please clarify whether the problem you mentioned refers to being unable to open the DJI Go app on your mobile device, which in turn prevents you from operating the Osmo+? If so, kindly share your device model, operating system version, and any specific details about what happens when you try to launch or use the app.
If the issue lies elsewhere, please also describe the exact symptoms or error messages you encounter, so we can offer the most suitable support.
You can simply reply to our email with the details mentioned above. Once we receive your information, we'll look into it promptly and work with you to find a solution.
Thank you for your patience and understanding—we truly appreciate it.
I dont know why the reviews are so low for this website. I generally buy my products with the '.co.uk' website because the delivery is much faster but the '.com' website is where I always have to send my drone in for repair which I have had to use this service on multiple occasions for different types of dji product, neo and avata 2. I am very satisfied with the customer service team as they always take the time out to help me and answer my questions in any way they possibly can. Ive personally never seen any issues with the repair and replacement service they provide, actually, I have always been satisfied with the service they provide and the absolute quick turn around. From the moment I send me drone I generally receive it around 7 days, maximum 10 days, including weekends. The customer service that I have received from this company as always been top notch and ive never had any issues getting me queries answered or my returned products. They have on multiple occasions waived the fee of the service, maybe because of how many products I have or how often I have to use the service as im still learning manual mode on the avata 2 but the fact is, they dont have too, yet they do. Which I really really appreciate so I am taking the time out to write this long amazing review that they definitely deserve. Even though in the near future I will move onto building my own fpv drone as I want a faster drone, I will never let go of my avata 2 just because of the customer service I have received. I am and always will be a long lasting loyal customer to dji because of the absolute kind service I have felt and received since being a dji customer. I literally have no negative things to say about dji other than 1 flaw with the avata 2 and whoever has used an avata 2 knows exactly what I mean by this. But like I mentioned many times, I will continue to be a loyal customer just because of the amazing service I receive. I have had 2xdji neo which I gifted to friends and family as I moved onto handling the avata 2 properly, and I have 2x avata 2. This is just because I dont like to cut my flying sessions short incase I break one when I am out flying. Ultimately, I believe these reviews are unfair but of course everyone clearly feels different but I just cant understand why it has this many low reviews because I am not talking about my experience based on 1 or 2 instances, atleast 20 times involving all my products. Thank you DJI for being so kind and providing such a great service.
Reply from DJI2026-01-23
Hi there,
This is the DJI Support Team. We would like to sincerely thank you for taking the time to share such a detailed and heartfelt review. Your kind words and recognition truly mean a lot to us.
We’re delighted to hear that you’ve had a consistently positive experience with our products and after-sales service. Your trust and support are a great encouragement to our team, and they motivate us to continue improving both our products and customer service.
No matter where your future flying journey takes you — whether continuing with your current devices or exploring new experiences — we’ll always be here to support you.
Thank you once again for your loyalty and for being part of the DJI community. Wishing you smooth flights and enjoyable creations ahead!
Best regards,
DJI Support Team
I am leaving this review, not necessarily for DJI but more for a member of staff, so I had an incomplete order delivery from DJI. This was being passed around and not being rectified as I would like (I wanted my SD cards) kept being told that it had been delivered and sent me a picture of the package being delivered. In steps Kate from customer service, she deals with shop and gets them to resend the order, when that didn't happen she again jumps in deal with the issue in a timely manner and I have my cards. She follows up with me to make sure I had them and all is good. So from me not wanting to deal with DJI again (A lot of there products can be sourced elsewhere) I am now a fan again and would happily purchase from them again as sometimes it is nice to no how the handle the things that go wrong and Kate went that extra mile for me.
Reply from DJI2026-01-20
Thank you for recognizing DJI's service. It is our honor to provide service for customers like you. Your feedback means a lot to us. If you encounter any issues in the future, please don't hesitate to reach out to us. We're always here to assist you!
Repair service was amazing even got a personal call afterwards. Best service I have ever had from a company!
Reply from DJI2026-01-20
Hi there,
Thank you very much for taking the time to share your wonderful feedback. We are truly pleased to hear that the repair service met your expectations and that the follow-up personal call made a positive impression on you.
Your kind words mean a great deal to our team and motivate us to continue delivering attentive and dependable support.
If there is anything we can assist you with in the future, please feel free to reach out at any time. We look forward to supporting you again.
Wishing you all the best and a great experience ahead.
products are fine but delivery is something appalling
Reply from DJI2026-01-16
Hi there. This is DJI support. Thank you for your feedback. We’re sorry to hear about your delivery experience — could you please share what issue you encountered? If you need any assistance, feel free to let us know anytime. We’re here to help.
1.18 update
Hi Anthuan Griffin,
Thank you for sharing your feedback with us earlier. We truly apologize for any inconvenience you may have experienced with your delivery.
As we haven’t received further details yet, could you kindly describe the issue in more depth? If the matter is related to the logistics provider, we recommend reaching out to them directly for timely tracking and resolution.
Should you need further assistance from our side, please provide relevant information such as your case number or order number (if you purchased through the DJI official website). This will help us better understand your situation and see how we can assist you.
We appreciate your patience and are here to support you however we can.
The screen of the RC2 controller that came with the Mini 5 Pro became unresponsive after a few uses and test flights. Attempts to restore screen responsiveness were unsuccessful. DJI only provides warranty coverage in the country where the product was purchased. I purchased it in New Zealand while in transit and am now thousands of miles away. Consequently, you have the option to pay to return the device or have it repaired by a DJI service centre near to you at your expense. DJI explains that their cross-region policies do not forsee cross region warranty. This is not an international warranty but a country-specific one.
I would rate the product quality as poor and the warranty policy as inadequate.
UPDATE 21.1.26 I WOULD GIVE ZERO STARS IF I COULD.
I have returned the controller to the New Zealand reseller on my expense two days ago. (41€/48US$). I also requested DJI,by e-mail, to cancel my ticket three days ago which they acknowledged. They have since claimed on TRUSTPILOT to have attempted to contact me but I have not received any calls. I request that DJI cease posting false or unhelpful messages.
UPDATE 5th February
DJI, Stop sending meaningless, false messages. I asked you to close my ticket two weeks ago. Sendig unhelpful messages makes everything worse.
Reply from DJI2026-01-16
2.5 update：
Hello there, thank you for your understanding, support, and the cooperation and patience you have shown during this period! Your package has been shipped. If you encounter any issues after receiving the item or while waiting, please feel free to contact us anytime. Once again, we appreciate your understanding and support for DJI. Wishing you a pleasant experience and all the best in life!
1.26 urgent update：
Hi there,
We sincerely apologize for the misunderstanding caused by our previous message. We would like to clarify that our team attempted to reach you by phone previously, but was unable to connect. It was not our intention to indicate that multiple contact attempts were made, and we are sorry for any confusion this may have caused.
At present, we are closely coordinating with the relevant teams and actively following up on your DJI product-related case. We will provide you with further support and a clear update as soon as possible. Should there be any new information or progress, we will notify you by email at the earliest opportunity.
Thank you for your understanding and patience. If you have any additional information or questions, please feel free to reach out through this channel.
We look forward to your response.
——————————————
1.19 update
Dear Customer,
As we did not hear from you, we wish to follow up with you again to see if we can provide any further assistance to you, or if your concern has been resolved. We look forward to hearing from you, thank you.
Best Regards,
DJI Support Team
1.18 update
Dear customer,
We sincerely apologize for bothering you again. This time, we are reaching out to follow up on the previous issue. May we ask if your problem has already been resolved? If you still need our assistance, please kindly refer to the solutions we previously provided. We genuinely hope to help you resolve this matter, and therefore sincerely ask you to carefully consider the solutions we have proposed. We look forward to your reply.
Best regards,
DJI Support Team
Dear customer,
Thank you for providing the detailed information and for taking the time to share your experience with us. We sincerely regret the inconvenience this issue has caused and fully understand your frustration regarding the product performance and warranty policy.
We would like to inform you that we have successfully located your case. After verification, the relevant team has already reviewed the situation and provided the corresponding solutions in our previous email. At this stage, we kindly ask you to confirm whether you are willing to proceed with one of the proposed solutions so that we may continue assisting you accordingly.
If none of the provided options meet your expectations, please let us know which specific points you disagree with or what concerns you still have. Your feedback will help us better understand your position and explore possible next steps.
We would appreciate it if you could reply at your earliest convenience, as this will allow us to follow up and handle this matter more efficiently. Thank you for your patience and cooperation.
Best regards,
DJI Support Team
Hi there, we are sorry for any inconvenience. According to DJI Aftersales Policy, DJI does not provide global warranty, customers can obtain warranty service only at a designated DJI repair center in the region where the customer purchased the product. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge. We want to help you in any capacity and we need to communicate with the relevant team to further look into this matter. Kindly provide any reference ticket/case number (CAS). We're always here to help.
Best regards,
DJI Support Team
I will never buy another Drone from DJI . You have disabled my Mini 5 Drone to 120 meters with a very sneaky backdoor hack. I have not even upgraded the firmware.
I have purchased all five mini models from DJI over the years and I've always upgraded when a new version comes out, but NO MORE.
Don't blame the CAA as you have not done the same height restriction to the Air series and bigger drones which makes a complete and utter farce of the drone code.
If I want to take off and I am higher than 120m above sea level, I can no longer use my drone. I want a refund. This was not stated when I purchased the drone.
[Update] thank you for your response, but you are missing the point completely. The height limit has always been 120m FROM THE POINT OF TAKE OFF. If I am standing on a mountain at 200m, I can still fly my drone up to 120m. Now I can't because of what DJI have remotely hacked with my drone.
You have not done this hack to your bigger drones? Why have you only done this to the Mini series in the UK? The UK have different drone laws to Europe?
As you well know the UK is not in Europe. This is why the CAA in the UK has gone it's own class markings "UK0". Today on the CAA website it clearly states I can fly 120m from take off point.
Have you put these markings on any Mini Pro 5's yet?
[Update II]
Thank you once again for your reply. Last year I was over 120m up a mountain. The summit was flat. I took off and I was able to still fly 120m from my take off point. This is no longer the case as now it refuses to take off at this altitude. It's like it's only allowing you to fly from ground level.
As I've said before, it's just the mini series that's affected. Not the air or Mavic series. You still haven't answered my questions about why this back door hack has applied to the Mini 4 and 5 and not the 3 or 2. These fall under the "UK0" labeling. Are Mini drones being sold in the UK labeled up "UK0?". You need to take a look online at all your unhappy customers who are talking about exactly the same point I am making, and you are doing you best to avoid.
[Update III]
I think you need to have hands on experience with your product. Instead of reading what's on your computer screen.
I'm not getting an error code, all I am saying is that the maximum height WAS set from the take-off point, which may not be ground level.
If I want to take off from an elevation of 100m, I could still fly to maximum of 120m. I can't anymore as the height is locked to 120m.
The controller is locked to 120m from GROUND LEVEL. This is not the case with the Mini 2 & 3, including the Mavic and Air series. It's not a fault or an error, it's what DJI have done on purpose with a backdoor hack. I've watched several YouTube videos where very well known users which have said exactly the same thing.
If you can't get your head around this then there is really no point continuing this conversation, because it's utterly pointless. I've been a DJI customer for the past 6 years, but I'm calling it a day. You have changed the speciation of my drone, and I certainly don't like the way you have gone about it. Please don't quote the UK regulations, as you have not done the same thing to other Mini series drones which makes a mockery the whole suitation especially as none of your drones are even labeled in line with the New Regulations.
[Update IV]
It's good to know that I'm dealing with a AI chat bots that can't do the job a human being. Your just keep repeating the same response, and I have got absolutely nowhere with you. No solution to the issues raised.
Please don't contact me again. You service is absolutely diabolical.
Reply from DJI2026-01-12
2026/1/20 update
Dear Customer,
Thank you very much for your long-term support of DJI! We truly consider ourselves fortunate to have loyal users like you.
Regarding your concern, please note that as drones are unable to measure their relative height above ground in real-time, the 120-meter altitude limit in DJI Fly is designed primarily for takeoff from flat terrain. In such conditions, assuming no other operational issues, the drone should be able to reach up to 120 meters.
To help our engineering team thoroughly diagnose the issue, we kindly request you to provide the following specific information for verification:
1. Error Messages/Screenshots: Clear screenshots of any error prompts or warnings displayed on the remote controller or DJI Fly app during the flight attempt.
2. Exact Take-off Location: The specific GPS coordinates or address of the take-off site.
We take your feedback very seriously and our team is eager to assist you. However, without the necessary details, we are currently unable to verify the specific situation. Consequently, we are temporarily unable to fulfill your request for a return and refund at this stage. Once we have the required information, we will be in a much better position to investigate and work towards a resolution. We appreciate your cooperation and continued patience.
2026/1/19 update
Hello there, we sincerely hope everything is going well on your end. Should you require any assistance, please feel free to contact us at any time. We deeply apologize for the inconvenience caused and truly value your understanding and support throughout this matter.
2026/1/17 update
Hello Mark, we sincerely apologize for any inconvenience caused. We noticed that the required information has not yet been uploaded to the cloud drive. Kindly upload the details mentioned above to the cloud drive at your convenience so that our technical team can analyze and review them. We take this matter very seriously and regret any disruption this may have caused. We wish you a pleasant weekend!
2026/1/16
Hi there,
To help us better understand and verify the issue, could you please share the exact error message shown in the app? If possible, we would also appreciate it if you could provide the location where this occurred.
If you need to share additional information, photos, or videos, we have prepared a cloud drive for your convenience. You may upload any relevant materials using the link below:
https://pan-sec.djicorp.com/s/EoQB5dxMTEPBNmp
Thank you for your cooperation. We look forward to assisting you further.
2026 1.14 update
Hello there, thank you very much for the update! The hardware of drone cannot determine the relative altitude above ground in real time. The 120-meter altitude restriction in DJI Fly is only applicable as a height limit in flat terrain scenarios. Therefore, as long as you take off from a flat area and assuming there are no other issues with the drone, it is possible to reach an altitude of 120 meters.
For this reason, we would like to request your relevant information so we can assist you in troubleshooting and resolving your issue. Would it be convenient for you to send us the details via private message to our official accounts on platforms such as X or Instagram?
We look forward to your reply and are eager to help you resolve this matter!
Hello Mark, we sincerely apologize for the inconvenience and the unsatisfactory experience this has caused you. Due to the C0 class restriction in the European region, the maximum flight altitude is limited to 120m and cannot be unlocked to exceed this limit. Would it be possible for you to provide us with your email address, SN, or CAS number, along with any other relevant details? We will assist you in following up on your case. We once again apologize for any inconvenience caused and greatly appreciate your support for DJI.
I purchased the DJI Pocket 3, and within just a few uses, the memory slot began rejecting the memory card. I had heard these cameras can be touchy, so I was extra careful every time I used it — yet the problem happened anyway.
When I filed a warranty claim, it took weeks of waiting and hours on hold before DJI even sent me the return authorization number. Once they finally evaluated it, they claimed the warranty was invalid because I allegedly inserted the memory card backwards — which I did not do.
A quick online search shows that this is a recurring problem with the Pocket 3, and that many users have had similar issues. Unfortunately, DJI also seems infamous for not honoring their warranty properly.
Overall, a disappointing experience with both the product and their customer support.
100% do not recommend. There are far better cameras available from companies with better quality control, better customer service, and better prices.
Reply from DJI2026-01-12
2026.1.18 update
Hi Dawn, we highly value your experience and feedback, as the information you provide is crucial for us to effectively assist you. If you still need our support, please kindly provide the necessary details to us promptly. Thank you for your understanding and support!
2026.1.17 update
Hello there, we apologize for the interruption. Could you please provide the necessary information when you have a moment? We greatly value your experience and feedback, and the information you provide is essential for assisting you effectively. Sorry for any inconvenience caused, and thank you for your understanding and support!
2026.1.16 urgent update
Hi there, Dawn,
Just a gentle follow-up in case you may have missed our previous message.
Whenever convenient, please feel free to share your case number and contact email address with us, so we can continue assisting you further.
Thank you for your time and understanding. We look forward to your reply.
==========
2026.2.3 urgent update
Hi there, Dawn,
Thank you very much for reaching out to us. We truly value your feedback and your overall user experience, and we fully understand the inconvenience this situation may have caused.
Please rest assured that your concerns are taken very seriously, and we would like to assist you as efficiently as possible. To help us follow up on your case in a more targeted manner, we kindly ask you to share your case number, contact email address, and any additional details that you believe may be helpful.
We sincerely apologize once again for the unpleasant experience, and we greatly appreciate your patience and understanding. We look forward to your reply and will do our best to support you further.
My Flip combo developed an issue with the gimbal after a software update – it was only 3 days old. I contacted DJI service; they did try to troubleshoot, and after the gimbal calibration failed, they requested I send it back for a brand-new replacement. They sent me a return label and I promptly sent it back. There was no damage, as I'd barely flown the thing. It was in its original packaging, bags and accessories – complete in mint condition. Within two days, they replied with a message saying they hadn't received my drone in the parcel I'd sent. They sent me a picture of my box, retaped with a different kind of packing tape to mine, and inside was a plastic food container – no black carry bag with the DJI Flip, RC2 controller and 3 batteries with charger.
They requested my statement and informed me they would investigate with DPD, whilst I'm losing out on not having my drone and DJI Care ticking away whilst they're delaying.
I reported this to the police and was provided with a CRN. I also requested CCTV from the drop-off point to show my box's original condition. Today, 7 days later, they've emailed me saying they've suddenly received the drone in damaged condition and that I don't qualify for a replacement – they have to investigate and review the drone data logs.
Absolutely disgusting, both DJI and DPD. They promised a new replacement; instead, I got stress, hours spent talking and writing to the police, CCTV GDPR requests, and now emails saying they've got the damaged drone.
Avoid DJI – there are other good camera and drone companies. I had an absolutely dreadful experience.
Update 20.01.2026 No I am not doing well. With DJI's team using AI to translate every conversation it leaves a lot of room for miscommunication /miss interpretations. From my last chat I understood that it was too late to cancel delivery with DPD who got the last drone missing/ stolen. But the replacement made a way internationally to my local DPD depo to be then intercepted and sent back to UK service centre which adds now even more delays. I lost three weeks of my DJI care plan already, this is costing me more and more every day.
Reply from DJI2026-01-12
2026 1.23 update
We sincerely apologize for disturbing you again. After our verification, your package has been delivered. If you have any further questions, please feel free to contact us. Thank you for your understanding and support!
Best regards,
DJI Support Team
2026.1.22
Hi there, we hope this message finds you well, we wish to follow up with you with an update. Your parcel has been shipped out by Royal Mail and it is on its way to you. We sincerely apologize for any inconvenience this has caused and we appreciate your kind understanding and patience in resolving this matter together with us. Please let us know if you have any further inquiries and we are more than willing to assist.
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2026.1.20 update
Hi there, we hope everything is going well with you. Our team is still following up on your case, and we are closely monitoring your logistics information. Based on your request, we are currently re-arranging the shipment with the logistics provider you specified. We will keep you updated as soon as there is any progress. Thank you for your understanding and support!
2026. 1. 15 update
Hi there, hope this message finds you well. Please accept our sincere apology in this matter. We wish you follow up with you with an update, we are in the process of preparing a set of DJI Flip to be shipped out to you and we will be following up with you again once the device has been shipped. We thank you for your kind understanding in this matter and if you have any further inquiries, please feel free to reach out to us. Thank you and we wish you a pleasant day ahead!
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2026.1.14 update
Hello there, we hope everything is going well with you. We sincerely apologize once again for the inconvenience and negative experience caused. Our team takes your issue very seriously and is currently conducting an expedited investigation. You may check your email for updates at your convenience, and I will also keep you informed as soon as any new progress is available. Thank you once more for your understanding and support!
Hello there, we sincerely apologize for the unpleasant experience you have had. After hearing about your situation, we fully understand how you must feel. We take this matter very seriously and would like to offer you a satisfactory solution. We will investigate and follow up on your case accordingly.
To better assist you, could you please provide us with relevant details such as your CAS number, email address, and any other necessary information? We apologize once again for the inconvenience caused and look forward to your reply.
Terrible customer services.
Do not refund postage when DJIs chosen courier is at fault.
Make sure you use your credit card when buying from them so you can reclaim full monies owed to you after they only refund you part payment..
Reply from DJI2026-01-09
2026.01.13 Urgent Update:
Hi there,
Thank you very much for taking the time to share your feedback with us. We truly understand your disappointment regarding this order, and we are sincerely sorry that the experience did not meet your expectations. We would like to gently clarify the situation by walking through the delivery timeline and explaining why the shipping fee could not be refunded.
According to our records, your order was placed on December 27 at 6:30 PM and was shipped on December 28, in accordance with our standard shipping process.
On December 29, the carrier DPD attempted delivery but was not successful. Following this, you chose to redirect the parcel to a DPD Pickup Shop for collection. The parcel was successfully delivered to the pickup location on the same day, and the tracking status reflected that the delivery had been completed.
After the parcel arrived at the pickup shop, you contacted our support team to request another delivery attempt. Our team checked with the carrier and confirmed that since the parcel was already marked as delivered in the system, re-delivery could no longer be arranged. We understand that this was not the outcome you were hoping for, and we regret the inconvenience this caused.
You later let us know that you were unable to collect the parcel and requested a refund instead. Based on this request, the parcel was returned to the sender on January 8.
In line with our refund policy, the product payment was refunded after the item was returned. However, as the logistics service had already been completed, and the return was due to the parcel not being collected rather than a delivery service failure, the shipping fee was unfortunately not eligible for refund.
We truly value your feedback and understand how frustrating this situation may feel. If you would like us to further explain any part of the process or explore how we can assist you moving forward, please feel free to reach out. We are always here to help.
Thank you for your time and understanding.
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2026.01.10 urgent update：
Hi there, thank you for taking the time to share your experience with us. We sincerely apologize for the frustration this situation has caused.
We have already located your order and are currently reviewing the details related to the shipment and refund you mentioned. As this requires verification with the relevant teams and the courier, and because of the weekend schedule, there may be a short delay in providing a final update.
Regarding your concern about the return postage, we will carefully review the responsibility involved in this case and provide you with a clear explanation based on the outcome of our verification. Once we have a confirmed response, we will inform you as soon as possible.
Thank you for your patience and understanding. Please feel free to let us know if you have any additional questions or information to share while we are completing this review.
Warte seit über einem Monat auf meine Bestellung. Der Support reagiert zwar, aber es gibt keine Lösung und keine Rückerstattung. Man fühlt sich als Kunde komplett im Stich gelassen. Kann ich absolut nicht empfehlen.
EDIT: The investigation that you are talking about is almost two months ago and every single week I get the same answer to wait... I was nice enough, I am not waiting any longer 15.01 is the deadline. You are the Company, if you can't get my order done it's your problem not the problem of the customer....
Reply from DJI2026-01-07
1.16 Update:
Hi there, hope you are doing well. We have received an update from the team that your request had been processed. Should you need further assistance, please reply directly to the email for further communication, thank you for your understanding and support
Update:
We sincerely apologize for the long wait. We are continuously following up on your case and have expedited the processing once again. We will notify you immediately of any updates. Thank you again for your understanding and support!
Edit:
Thank you for your reply. We truly regret any inconvenience you've experienced and the long waiting for the investigation. Rest assured that we will urge the logistics team to provide the investigation results as soon as possible. Thank you for your patience through the process
Updated:
Thank you for your information, we have located your case. We can see that the relevant team is already chasing up for the investigation result. Meanwhile, we have forwarded your case to the relevant team for further review and will follow up with them closely for a resolution for you at the soonest. They will give you an update via email once there is a feedback. Please allow them additional 3-5 business days for review. We are truly sorry the delay, your patience and understanding is greatly appreciated.
Hi there, thank you for reaching out, we are very sorry to hear about your experience and the inconvenience it has caused. To assist you better, could you please provide us with case number, your order number or any reference number from your previous support interaction? This will help us look into the details and address your concerns more effectively. Thank you for your cooperation.
PLEASE READ AND BE WARNED
Updated 19.2.26
*Edited as further information has been supplied and it’s been 8 days since DJI stated urgent support had been provided
I ordered a DJI Neo directly from DJI’s website on 17 December, with delivery scheduled for 19 December via DHL. The item was intended as a Christmas present for my son.
The delivery never arrived.
On 19 December, no delivery was made to me. I immediately contacted DJI Support and submitted a missing parcel claim. I also asked for the case to be escalated due to the time sensitivity.
This is where the experience seriously deteriorated.
I was contacted by Hank, who stated he is the UK Customer Care Manager. He advised that DJI needed to complete an investigation with DHL. On 31 December, I was told that DHL had “confirmed the package was delivered correctly”.
However, this conclusion directly contradicts DJI’s own Terms & Conditions and DHL’s delivery requirements:
• DJI’s delivery T&Cs clearly state that once a package is signed for, it is considered accepted.
• DHL’s tracking explicitly stated “Deliver to Person” and that someone must be present to accept the parcel.
• No signature was obtained.
• I was not home.
• I did not give permission for the parcel to be left.
Despite repeatedly highlighting this, Hank refused to acknowledge DJI’s own delivery terms and instead continued to defend DHL without addressing the lack of signature or breach of delivery conditions.
After weeks of going in circles with DJI, I contacted DHL directly. DHL then confirmed in writing that:
• The delivery was meant to be made directly to me.
• Correct delivery procedures were not followed.
• The parcel was left without my consent.
This should have been the turning point.
I fed this confirmation back to Hank, expecting accountability or at least corrective action. Instead, I received a generic, templated response stating that DJI would “feed this back internally” while still insisting the courier maintained the parcel was delivered correctly.
My Experience With DJI Support
I am genuinely disgraced by the level of support, particularly from someone claiming to hold a senior customer care role. DJI’s own purchase terms were ignored, clear evidence from DHL was dismissed, and responsibility was repeatedly deflected.
For a company selling high-value products, this level of customer care is unacceptable. There was:
• No ownership
• No advocacy on behalf of the customer
• No meaningful escalation
• No accountability
I was left without the product, without a replacement, and without a resolution, despite clear evidence that delivery procedures were breached.
Final Thoughts
This was, frankly, a complete failure of customer support. If DJI cannot stand behind its own delivery terms or challenge a courier when procedures aren’t followed, customers are left completely unprotected.
I would strongly caution anyone purchasing directly from DJI to reconsider, as once something goes wrong, you may find yourself entirely on your own.
Attempting to escalate through social media or Trust Pilot and the case is ignored. I even communicated through their Legal department, however, they also ignored me.
Next steps - small Claims court
Just to clarify. DJI have confirmed that DHL have not responded, and DHL did communicate with me (which I’ve shared with DJI) and confirm that they didn’t the correct process.
I’ve also asked 4 times for any of the data DJI has on me, to be provided and I’m yet to receive this, even through following their process.
All the responses on here, basically confirm that non of the departments never communicate effectively 👎🏼
Reply from DJI2026-01-07
3.2 Update:
Hi Evanskio,
We’re truly sorry to hear about your experience and understand how upsetting this situation must be, especially given the importance of the package.
After receiving your report, we immediately initiated a logistics investigation with DHL. According to the feedback provided by DHL at that time, the parcel was confirmed as delivered to the address on file. In light of your concerns, we subsequently raised an additional appeal with DHL, and they agreed to reopen the investigation for further review.
Following this update, we sent you an email to continue the process and gather any additional information that might assist the investigation, but unfortunately we have not yet received a reply.
To help protect your interests, we would also gently recommend reporting the incident to your local relevant authorities, as they may be able to provide further assistance on cases involving missing deliveries in your area.
Thank you for your understanding.
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2.21 Update:
Hope you’re doing well. We noticed you haven’t had a chance to reply to our previous email with the attached documents.
Could you please take a moment to review them and get back to us at your earliest convenience? Thank you for your time and support!
2026.02.20
Hello there, we hope this message finds you well. We noticed that you haven't had the chance to reply to the email containing the documents sent by our team. When you have a moment, we kindly request that you take a look and respond at your earliest convenience. If you encounter any difficulties, please don't hesitate to reach out to us—we would be more than happy to assist you. Thank you for your understanding and support!
2026.02.19 update：
Hi there,
Thank you very much for your message, as well as for your continued patience, understanding, and support. We have fully received and carefully reviewed all of the information you shared with us by email, and the relevant details have already been forwarded to the appropriate teams for further handling.
Prior to this, several of our colleagues made multiple attempts to assist with reopening the claim on your behalf. Based on the information confirmed internally, the courier has repeatedly verified that the package was delivered in accordance with the standard delivery procedure to the address you provided.
For your reference, we would also like to clarify a few points. If you believe that the package may have been taken after delivery, you may consider filing a police report with your local authorities. Should the authorities contact us regarding this matter, we will cooperate fully and provide any necessary information as required.
Thank you for taking the time to share your feedback with us. Your input has been forwarded to the relevant departments and will be used to support ongoing service improvements. Your experience is very important to us, and we sincerely appreciate your understanding and cooperation throughout this process.
Thank you again for your trust and support, and we wish you all the best.
request 9739538
request 9739554
I just bought my first drone. DJI MINI PRO 5.
I also purchased something they call (DJI Care Refresh 2Y) which I thought was an insurance for 2 years. It is not an insurance cover. It is some Mickey Mouse repair service that I could not understand.
Apparently, whatever it is, has to be activated within 48 hours of you switching on the drone.
I received the drone on 29th Dec 2025 but, because the seller WEX PHOTO UK did not have the CARE 2Y REFRESH in stock, I did not receive the activation code until Jan 6th.
I called DJI UK (Support) and ended up speaking to someone at the other side of the planet! She was a very nice lady but trying to get the code activated turned into a nightmare. She explained as best as possible that it was not a insurance but a repair service that, in the event of drone damage, you get a replacement for £262 !!! WHAT IS THE POINT OF THAT?
I am probably insured already for items up to £1000 with my bank insurance.
The lady said it would be activated in 2 or 3 days.
I was so angry I hung up the phone.
I will wait a few days and see if it has been activated. If not, I will contact WEX PHOTO to cancel the Refresh 2Y and take my chances.
Reply from DJI2026-01-06
2026/1/7
Hi there,
Thank you for your support and understanding. We’d like to let you know that we’ve already replied to you via email, and your DJI Care Refresh has been successfully activated according to your request.
If you have any further questions or need additional assistance, please feel free to reach out anytime. We’re always here to help.
======================
Hi there,
Thank you for taking the time to share your experience. We truly understand how frustrating this situation must feel, especially as a first-time DJI user, and we’re sorry for the confusion and inconvenience this has caused.
To clarify, DJI Care Refresh is a service plan designed to provide service protection for your device. In the event of accidental damage, it allows you to replace a damaged product with a fully functional unit by paying a corresponding replacement fee, helping reduce the overall cost of unexpected damage.
For full transparency, we recommend reviewing the detailed service terms and coverage information on the official DJI website, where the service scope, activation requirements, and replacement process are clearly explained.
Regarding your concern about activation, we’ve already located your case information in our system and are currently following up on it. Please rest assured that our support team is reviewing the situation and will assist accordingly.
We sincerely appreciate your feedback and your interest in DJI products. Your experience matters to us, and we hope to have the opportunity to support you better going forward.
Bought several "Reyes" gifts (Is the Spanish giftgiving day) back on Dec 9th. The page assured express delivery for the EU, and none of the items I bought appeared as "sold" or "limited".
I spent more than 1500 eur on several items, but the items won´t move from their warehouse until 10 days later without explanation. On top of that, they did a partial delivery, meaning they delivered 4 out of the total 5 gifts I bought. They did not send my son´s gift, the "DJI O4 Air Unit Pro", which was marked as "Awaiting Delivery".
Today is Jan the 6th, almost 1 month after I placed the order and the DJI O4 Air Unit Pro has not even been prepared for delivery,so I could not gift my son his new camera.
Based on my experience, avoid buying in their store and look for a reseller instead. Prices are similar but the communication and delivery will be better.
Reply from DJI2026-01-06
1.14 update：
Hi there,
Thank you very much for your continued patience. We sincerely apologize for the delayed shipment and any inconvenience this may have caused. We truly appreciate your understanding throughout this process.
We are glad to inform you that your DJI O4 Air Unit Pro has been shipped today. The shipping information has been updated, and you may check the latest order and delivery status directly on the official website.
Thank you again for your patience and support. Please feel free to contact us if you need any further assistance.
------------------------------
Update 1.13
Hi Dan C, hope you are doing well. We are truly sorry that the new supply for the DJI O4 Air Unit Pro is still on the way. Rest assured that we are following up closely with the team to ship out your order as soon as possible. Thank you very much for your patience through the process
Update 1.8
Thank you for your patience, we have receveid a confirmation from the team that the supply for DJI O4 Air Unit Pro was delayed. The relevant team tried to update you the information via phone call several times but to no avail. The latest update is that the supply will arrive by next week and they will prioritize your order.
We will monitor the order status and update you once it is shipped. Thank you for your patience
1.7 Thank you for the information, I have located your order and forwarded to the relevant team for further checking. I will give you an update in 1-3 business days. We are truly sorry for the delay and inconvenience it has caused.
Hi there, thank you for reaching out, we are very sorry to hear about your experience and the inconvenience it has caused. To assist you better, could you please provide us with your order number or any reference number from your previous support interaction? This will help us look into the details and address your concerns more effectively. Thank you for your cooperation.
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