DJI

12.8 urgent update: Hi there, The repair cost information has been sent to your email address. Please kindly check your inbox at your convenience. If you have any questions while reviewing the quotation, or if you would like clarification regarding the repair procedure or the following steps, please feel free to reach out at any time. We will make every effort to provide clear and timely information so that you can feel fully supported throughout the process. Thank you very much for your patience and understanding. We will continue to follow up on your case and provide reliable assistance. Wishing you a pleasant day. 12.5 update Hello Nigel, hope all is well with you. Since it is currently the weekend and the factory is closed, there may be some delays in message updates. We will continue following up on your case during the upcoming workdays next week. Please rest assured that we take your issue very seriously. If you have any questions or need assistance while waiting, feel free to leave a message or email us. Thank you for your patience and understanding. Wishing you a pleasant weekend! 12.4 update： Hello Nigel, we hope everything is going well with you! Our team has already replied to your inquiry via email. Please kindly check and respond at your convenience. We take your issue very seriously—if you have any further questions, feel free to leave a message or contact us by email, and I will also keep you updated promptly on the follow-up progress from our team. Thank you so much for your ongoing understanding and support! 12.3 urgent update： Hi there, Thank you very much for reaching out. We would like to take this opportunity to respond more clearly and expand on what we mentioned in our previous email, so that there is no misunderstanding. Regarding the explanations we shared earlier, we would like to emphasize again that the information about lithium battery characteristics and maintenance was provided to help you understand what may occur when a battery remains unused for an extended period, as well as to offer general care tips for future reference. These explanations were not intended to suggest that you should attempt to repair or open the device yourself. If the earlier message gave you a different impression, we sincerely apologize. As we explained in the email, once your device arrives at the factory, our technical team will perform a complete inspection based on the physical unit. After the assessment, you will receive a clear quotation depending on the components found to be affected. We encourage waiting for this official evaluation, because conclusions drawn from the actual device are the most reliable. The battery information shared earlier represents general knowledge and does not directly indicate the specific condition of your device. Thank you again for your patience throughout this process. We understand that waiting can be challenging, and we are here to keep supporting you. If you have any additional questions or if there is anything else you need, please feel free to message us here at any time, and we will continue to assist you.

12.8 update: Dear Customer, Thank you for your interest in and trust in our products. We highly value every customer's inquiries and willingness to collaborate. According to our current policies and regulations, DJI ceased shipping and business operations in Russia and Ukraine as of April 2022. Consequently, DJI no longer accepts or processes any payments or orders made with payment cards (including credit cards, debit cards, etc.) issued in Russia or Ukraine. We sincerely apologize for any inconvenience this may cause you. Once again, we appreciate your understanding and support. Should there be any changes in policies or cooperation conditions in the future, we would greatly welcome the opportunity to serve you. Wishing you all the best! ------------------------------------------------------------------------- 12.3 update： Hi there, thank you for contacting the DJI official team. First, we sincerely apologize for the inconvenience this has caused. We fully understand your intention to purchase the Osmo Pocket 3 Creator Combo as a gift for your friend in Slovakia, and we truly empathize with the disappointment and frustration caused by the payment difficulties. According to DJI’s current policies, since April 2022, we have stopped all shipments to Russia and Ukraine, and we do not accept payment cards issued in these two countries, including credit and debit cards. Therefore, we regret that we are unable to process your order through our official website at this time. We have provided a detailed explanation in the email, so please take a careful look. We genuinely hope you can understand the situation. Once again, thank you for your understanding and patience. We highly value the experience of every customer. --------------------------------- Update: Dear Vlad, Thank you very much for your prompt response and for providing the information. Please don’t be upset; we have reported it to the relevant team for verification. Once we receive a reply, we will update you as soon as possible. Thank you for your understanding and support! Best regards, DJI Support Team

Dear John, We sincerely apologize for any inconvenience caused. We have located your case and reported it to the relevant team. Please rest assured and keep an eye on your email in the coming days. Once again, thank you for your understanding and support! Best regards, DJI Support Team

12.12 update Hello David, thank you for your patience and understanding. We have checked the logistics status of your order, which shows as delivered. Would you mind letting us know if you have received the item? If you haven't received it or if there were any issues during the process, please reach out to us promptly. Thank you once again for your understanding and support! 12.9 urgent update： Hi there, We hope you are doing well. We would like to let you know that we are continuing to follow up on your case. Please check your email for the latest progress, and feel free to contact us by email or leave a message if you have any questions. We sincerely apologize for the inconvenience caused. Please kindly disregard the previous email, as it contained incorrect information. We are very sorry for any confusion this may have caused. Thank you for confirming the arrangements for the re-delivery. We have already contacted the warehouse to initiate the process, and the package will be arranged according to the address you provided. Please allow some time for the new tracking number to be generated. We will send the updated tracking information to you as soon as it becomes available. We truly regret the inconvenience caused during this experience. We aim to provide a smooth and reliable service for every user, and we greatly appreciate your patience and understanding throughout the process. If you need any further assistance, please feel free to reach out. We wish you a pleasant day ahead. 12.6 update Hello David, we hope everything is going well with you. Our team is currently still following up on your case and expediting the processing. However, as it is currently the weekend, there may be some delays in response. We sincerely appreciate your patience and continued cooperation. We will keep you updated as soon as there is any progress. Thank you for your understanding and support, and we wish you a pleasant weekend! 12.4 update Hello David, we hope everything is going well with you. Our team has sent you an email, and we are currently confirming the inventory status. Once we receive a response from the warehouse, we will notify you promptly. At the same time, we look forward to receiving your disclaimer as soon as possible so that we can assist you more efficiently. Please kindly check your email at your convenience and provide us with the disclaimer. Thank you for your continued cooperation and support. Wishing you a wonderful day! 12.3 urgent update： Hi there, This is a reminder regarding your shipment. We have noticed that there have been no updates on your shipment since November 27th. To assist you more effectively, please review your previous email, complete the disclaimer, and return it to us. Once we receive it, we will promptly contact the carrier to verify the current status of your shipment. Your cooperation will help us expedite the handling of this matter and ensure that we can provide possible solutions at the earliest opportunity. We kindly ask you to review your email and take the necessary action at your earliest convenience. Thank you for your understanding and support. ------------------------------ 12.1 update Hello David, our team has already sent you an email. We kindly ask you to check it when you have time. We have assisted in contacting DHL and are currently awaiting their response. Please rest assured that we will continue to follow up on your case, and we will promptly update you with any developments. Thank you for your patience and understanding! // Hello David, we sincerely apologize for the unsatisfactory experience. Could you please provide us with your tracking number and email address? We will assist you promptly in resolving this matter. Thank you for choosing DJI and for your trust in us. Once again, we are sorry for the inconvenience caused and look forward to your reply! ==========================

28/11/2025 Update Hi there, Hope this message finds you well. We're writing this to follow up on your case. Please kindly note that Tony has sent you a new email. Could you please check you email inbox when you have a moment? Thank you so much for your time and understanding. ------------------------------------------------------------------------- Hi there, We're truly sorry to hear about your experience, and we understand how frustrating this situation must be. Thank you for bringing it to our attention. To better assist you and review the case in detail, could you please provide the product’s SN or CAS number? This will help us trace the case and offer you more accurate support. We’re here to help and will do our best to resolve this for you. 11.29 Update Hi there, Sorry for the inconvenience. We’ve checked the DJI Customer Care Team has explained the situation and shared a solution with you via email. Could you please take a moment to review it and reply to the email when you’re ready? Thanks for your support and understanding. ------------------------------------------------------------------------- 1 Dec. Update Hi there, We sincerely apologize for the frustration this situation has caused. After reviewing the assessment from our team, the charging port showed clear signs of corrosion. Corrosion leads to poor electrical contact, which ultimately results in charging failure. Based on the characteristics of the corrosion and the fact that the device was exposed to rain, the issue was determined to be caused by liquid intrusion. According to our warranty policy, damage caused by liquids, corrosion, or improper use cannot be covered under warranty. We fully understand how disappointing this may be, especially given your expectations for product durability. Although warranty service is not applicable in this case, our team has offered a discounted replacement as a gesture of goodwill—please kindly check the email for more details. If you need assistance proceeding with the offer or have any additional questions, we’re here and happy to help. ------------------------------------------------------------------------- 2nd Dec. Update Hi there, We haven’t received a response from you yet. When you have a moment, please kindly check our previous messages, or refer directly to the latest email we sent on December 1st. If you have any questions, please feel free to reply to this email anytime — we’re here to help. ------------------------------------------------------------------------- 3rd Dec. Update Hi there, Hope this message finds you well. This is a follow-up message to gently notify you that we haven't received your reply yet. Please kindly feel free to reply to the email directly when you have a moment. Thank you so much for your time and understanding. ------------------------------------------------------------------------- 5th Dec. Update Hi there, We truly understand the concerns raised regarding this case, and we would like to provide the clarification to ensure full transparency. After a detailed assessment by our team, the charging port of the battery case showed clear and significant signs of corrosion. Corrosion affects the internal circuitry, causes unstable electrical contact, and ultimately leads to charging failure. The characteristics of the corrosion were consistent with liquid intrusion, which aligns with the reported exposure to rain. As stated in DJI’s global warranty policy, damage caused by liquids, moisture, or corrosion cannot be covered under warranty, as such issues lead to irreversible component degradation. This is why the case could not be processed as a warranty repair. Should you decide to proceed with the final solution we previously offered, please feel free to contact us at any time. We remain ready to assist you. Thank you for your patience and understanding.

Update Nov 27, Hi there, Sam, I hope this message finds you well. I am from the DJI official support team and I am pleased to provide you with the latest update regarding your case. After communicating with our relevant team, we have confirmed that your payment has been successfully processed, and the replacement item has been dispatched via SF Express with tracking number SF32*******1896. You will receive a notification email with detailed shipping information. You may also track the shipping status on the official SF Express website: https://www.sf-express.com/cn/sc/. If you have any questions during the shipping process or after receiving the item, or if you require additional assistance, please feel free to contact us. We are always ready to assist you. We look forward to your confirmation and hope you enjoy using your new device. ------- Dear Sam, We sincerely apologize for the inconvenience caused and fully understand how you feel. We have verified your case; please rest assured that we will immediately forward it to the relevant team. Once we receive a response, we will inform you right away. Once again, thank you for your understanding and support! Best regards, DJI Support Team 11.29 Update Dear Sam, We noticed you’ve successfully received your delivery. Should you need any assistance with the product in the future, please feel free to reach out anytime. We’re always here to help and support you.

2025.12.01 urgent update： Hi there, I am truly sorry that you have had to experience such a long and frustrating refund process. I completely understand how upsetting it is to wait this long, especially when the refund affects your next purchase. We sincerely wish we could resolve this directly for you. However, because the order was placed through a third-party platform, we unfortunately do not have access to its refund system and can only handle issues for orders made on the official DJI Store. I apologize for the inconvenience this limitation has caused. The return and refund procedures for your order are fully managed by the platform and the seller you purchased from. To ensure your refund continues to move forward, I recommend contacting that platform’s customer service again, as they can view the complete order details and perform the necessary processing. We are very sorry for the trouble this has caused you. If you make future purchases through the DJI official store or need any assistance with using your DJI products, we will be more than glad to help. Wishing you a smooth and speedy resolution, and thank you sincerely for your patience and understanding. ----------------------------------------------- Hi there, I am a customer service representative from the official DJI team. I am truly sorry to hear that you are experiencing difficulties with your refund. We completely understand how important it is for you to receive the refund promptly, and we fully appreciate the frustration and inconvenience caused by the delay. Please accept our sincere apologies for the situation. May I confirm whether you purchased your DJI product through the Amazon platform? If so, we regret that we are unable to directly assist with refunds processed through third-party platforms. To ensure your refund is handled as quickly as possible, we kindly recommend contacting Amazon customer service directly, as they can provide the most accurate updates and solutions for your refund. If you submitted your refund request through DJI official after-sales service, please provide your case number starting with CAS. This will allow us to follow up on your request more efficiently. You can find this number in the email you received or in your spam folder. Once we have this information, we will do everything possible to secure the best resolution and help resolve your issue promptly. Once again, we sincerely apologize for the inconvenience and greatly appreciate your patience and cooperation. We are committed to supporting you and ensuring that this matter is resolved properly.

11.28 important update： Dear Valued Customer, Hope this message finds you well! After carefully reviewing your case, we understand that an incident has resulted in damage to your drone's stand, and we recognize the inconvenience this situation has caused you. While we admire your initiative in addressing the issue, we must clarify that our ability to provide precise technical support is limited without a physical inspection—especially concerning internal components such as wiring and adhesive, which are difficult to assess remotely. It is also important to note that DJI products are highly integrated and precision-engineered. Even if the drone appears functional now, an impact can cause internal damage that may not be visible, potentially affecting its performance or safety in the future. For this reason, we strongly recommend having your device inspected at an official DJI Repair Center. This is the only way to ensure a thorough diagnosis and reliable repair. Please be aware that unauthorized disassembly or modification may also void your product's warranty. Thank you for your understanding and support. ------------------------------ Update Hi Nico. Thanks for providing the information. We'll see to it that the team will be notified of the matter and investigate it further. Again, we thank you for your patience. Hello there, We're disappointed to hear about this and want to help however we can. To proceed, we'll need to coordinate with the relevant team for further investigation. Could you please provide any reference ticket or case number (CAS)? We're here to assist you.

12.3 Update: Dear Greg, hope you are doing well. We have received a feedback from the team that the resolution had been provided. Please check your email including the junk/spam mail. Should you have any doubt or need clarification, please feel free to contact us or reply to the email with Customer Care Team for further assistance. Thank you for your understanding and patience. 12.1 Update: Dear Greg, Upon our verification, your package has been delivered. We have reported this to the relevant team for prompt handling. Once we receive any updates, we will inform you immediately. Once again, thank you for your understanding and support! Best regards DJI Support Team ----------------------------------------------------------------------------- 11.28 Update： Dear Greg, We have sent the shipping label and the relevant return instructions to you via email. We kindly recommend checking your inbox at your convenience. To avoid any further delay in getting your device back to you as soon as possible, we sincerely suggest sending the unit in at your earliest convenience. Thank you for your continued patience and cooperation. 11.27 update： Hi there, Thank you for contacting us again. We understand that this situation can be frustrating, and we sincerely want to assist you. We are from the DJI official support team and are committed to helping you resolve this issue. The most important step is to have your device inspected. Only after the inspection can we accurately identify the issue and provide a detailed quotation. Even if you decide not to proceed with the repair, the device can be returned to you in full. If you are located in Canada, our colleagues mentioned that a discount may be available after the inspection. We highly recommend sending your device for inspection so that we can fully understand the issue and provide precise assistance. Please let us know if it is convenient for you to arrange the inspection, and we will guide you through the next steps. Update 4 Dear customer, We apologize for the inconvenience. We understand your concerns. Let me first explain the origin of the warranty period. The components and performance of electronic products naturally degrade with usage and time. Even if not used after purchase, they will gradually degrade over time. When the degradation reaches a certain level, it may result in some functions becoming unusable or certain components failing to work. At this point, repairs or replacements of the damaged components are necessary to continue using the device. To standardize the responsibility for after-sales maintenance, the state has enacted relevant laws, establishing corresponding warranty periods for electronic products. All electronic products on the market have warranty periods. During the warranty period, the merchant bears the repair costs for device issues. After the warranty period, the merchant will charge repair fees based on certain costs. We recommend that you send it in. Our engineers will conduct a detailed inspection and analysis. Based on the inspection results, we will provide you with repair service. Update 3 Dear Valued Customer, We sincerely apologize for any inconvenience experienced. To assist you effectively, could you please provide your device's SN? This will allow us to verify the details for you.

Dear John, We sincerely apologize for the frustration and inconvenience this has caused you. Our team has re-verified: your device was thoroughly checked and confirmed intact before shipment. We regret the trouble this situation has brought. We will submit your feedback to the relevant team for further review. Should you have any questions or need assistance going forward, please reply to the email anytime—we’re happy to further assist. Again, we apologize for the hassle.

Update Dear Customer, We sincerely apologize for the inconvenience caused. We have reviewed the photos you uploaded and confirmed that your device currently has the lens cover attached. To assist you further, we have also uploaded a reference photo showing the device without the lens cover, titled “without lens cover.” Please feel free to check it for comparison. If you have any additional questions, please do not hesitate to contact us. We are always here to help. --------------------- Dear Customer, We sincerely apologize for any inconvenience this situation may have caused. To better assist you, we would like to kindly confirm whether the Osmo Action 6 you received arrived without the lens cap installed. Normally, the lens cap is already attached to the camera during assembly. If possible, we would greatly appreciate it if you could take a photo of your device and upload it using the link below, so we may verify the situation accurately: https://pan-sec.djicorp.com/s/jJMG4or8jkcHN6y In addition, we kindly ask you to also provide the device SN and your purchase receipt/order proof, so we may proceed with further verification. Thank you very much for your patience, understanding, and cooperation.

Dear Charles, Thank you very much for your recognition and support of DJI. We are delighted to hear that you are satisfied with our products and after-sales service, and we appreciate you sharing your valuable experience. Your feedback motivates us to continuously improve the quality of our products and services. We wish you enjoyable use and all the best in life!

Dear John, We're very sorry to hear about your feedback. We'll communicate it to the team to further assist. At the same time, we'll make sure to keep an eye on it. Thanks for being patient.

11.22 update Dear Richard, We apologize for any inconvenience and appreciate your understanding. Our team has been diligently tracking your case over the past few days. However, as we haven't received the necessary information from you yet, we're currently unable to locate your specific case. Should you require any technical support or assistance in the future, please don't hesitate to contact us - we remain fully committed to providing you with dedicated service. We sincerely regret any inconvenience caused and wish you all the best. 11.18 update Hi there, In order to assist you more accurately and to help you avoid any confusion caused by unofficial or imitation channels, may I kindly ask you to confirm whether your purchase was placed directly through the DJI official online store at https://store.dji.com/? If your order was completed on a different website, please share the full link with us. We will immediately help verify the authenticity of that site and ensure that your future experience and service support remain secure. Thank you very much for your cooperation. We are always here to assist you. 11.14 update Hello Richard, and apologies for bothering you again. To ensure we can promptly assist you with follow-up and properly resolve this matter, we would be very grateful if you could provide the relevant details at your convenience, including your CAS case number, email address, order number, and the website where you made the purchase. We sincerely apologize for any inconvenience caused and truly appreciate your understanding and support. 11.12 urgent reply（important）： Hi there, We are very sorry to hear about the difficulties you encountered with your recent DJI order. We completely understand how frustrating this experience must have been, and we truly appreciate the time you took to explain the situation in detail. In order to help us follow up and verify your case more efficiently, could you please share the case number beginning with CAS? This reference number can usually be found in the confirmation email sent from DJI Support. Please also check your junk or spam folder in case it was filtered there. Once received, we will assign a specialist to review your case and work toward the best possible solution. Additionally, since there are a number of unofficial and imitation DJI websites in the United States, may we kindly ask you to confirm whether your purchase was made directly from DJI’s official online store: https://store.dji.com/? If you ordered through another website, please share the exact link so that we can assist you in verifying its authenticity. We sincerely apologize again for the inconvenience caused and thank you for your patience and understanding. Our team will do everything possible to ensure this matter is properly resolved for you. Thank you for your cooperation. ----------------- Hello Richard , we are truly sorry to hear about your unpleasant shopping experience. Would you mind providing us with your order number, case number, and other relevant details? We will certainly assist you in resolving this matter properly. Once again, we apologize for the inconvenience caused and look forward to your reply. 11.10 update Hello Richard, hope you're doing well. We noticed that we haven't received the necessary information from you yet. To better assist you with resolving the issue, please kindly provide the required details at your earliest convenience. We apologize for any inconvenience and truly appreciate your understanding. Looking forward to your reply!

11.07 update： Hi there, We sincerely apologize for the frustration and inconvenience caused by the prolonged handling of your DJI Neo flyaway case—this experience falls far short of our standards, and we deeply regret the stress it has brought to you as a long-time DJI customer. We’ve checked and confirmed that your case is already being followed up by the Customer Care Team. Rest assured, we will urge the team to prioritize your case and work diligently to assist with resolving the issue. Thank you for your patience, understanding, and continued support. We appreciate your trust in DJI and will do our utmost to get this matter resolved properly. --------------------- Hi Tomi, we are deeply sorry for the inconvenience caused in your case. Could you please tell us your reference number? We will look into the details and try to help, we will also keep improving our service. Look forward to your reply.

Hi there, We sincerely apologize for the inconvenience caused. We have successfully located your case, and our relevant team is currently verifying the details. We kindly ask for your patience — we will complete the verification as soon as possible and get back to you once we have an update. Thank you for your understanding and cooperation. Wish you a pleasant day.

Dear Tim, Thank you for reaching out to us and sharing your experience with the DJI Power 1000. We sincerely apologize for the inconvenience and frustration this has caused you—we fully understand how disappointing it is to face such a experience. We truly appreciate your patience and support throughout this process. After checking your We truly appreciate your patience and support throughout this process. Kindly note that the Customer Care Team is already following up on the case. Your DJI Power 1000 has already been shipped back to you, and the logistics information shows an estimated delivery date of November 03. Please keep an eye on the logistics updates. Once you receive the device, we recommend testing it as soon as possible to ensure it works properly. If you encounter any further issues or have additional questions, feel free to contact us at any time. We are committed to providing you with a better after-sales service experience, and we will continue to follow up on your case to ensure your concerns are fully addressed. 11.2 update Hi Tim, We take your case seriously and understand your core concern. Our Customer Care Team has sent you an email regarding this—please kindly check your inbox. Feel free to reply directly if you have any further questions. Wishing you a happy weekend ahead! 11.6 update Dear Tim, We hope this message finds you well. We wanted to assure you that we take your feedback extremely seriously. The Customer Care Team is actively following up on your case and conducting a thorough verification of the details you shared. Rest assured, we’ll keep a close eye on the progress. Please feel free to reach out to us anytime if you have additional questions or need further clarification. Thank you for your continued patience and trust in DJI. 11/9 update Dear Tim, We apologize for reaching out again, but our team has been closely following up on your case. We sincerely hope you will give us another opportunity to send you the replacement—our top priority is to ensure you receive a fully functional device that works properly as expected. Please rest assured that every unit undergoes rigorous inspections before shipment. Due to the weekend, there may be a slight delay in our responses and follow-up actions—we would greatly appreciate your understanding in this regard. Thank you for your patience, and please feel free to reach out if you have any further questions or concerns. 11.11 update Hi Tim, We’re reaching out to let you know that we’ve arranged for a replacement shipment of your case. Please check your email to see if you’ve received the tracking number. Please rest assured that every unit undergoes rigorous inspections before shipment. Once you receive the package, we recommend testing it as soon as possible to ensure everything functions properly. Feel free to reach out if you have any questions or need further assistance! 11.12 update Hi Tim, Sorry for reaching out again—we noticed the tracking information shows your device has been delivered. Please kindly check and test it at your earliest convenience, and feel free to reply to this email promptly if you have any questions or need further assistance! Thank you for your understanding. 11.14 update Hi Tim, First, we’d like to sincerely apologize for any inconvenience caused to you previously. Please know that your feedback is incredibly valuable to us—it plays a key role in helping us improve our services and products. With that in mind, we’re just following up to check in on your current product usage. If you encounter any issues or have questions while using the device, please feel free to reply to this email at your earliest convenience. Thank you for your understanding and support!

Hello Tim, we sincerely apologize for the inconvenience caused. Regarding the requirement to provide a permit or go through the unlock process for flights above 120 meters, this is based on local aviation regulations and safety requirements to ensure that flights comply with local civil aviation rules. Concerning personal information, we take user privacy and security very seriously. Information provided for unlock or flight permit verification is used solely for flight safety and compliance management. DJI always prioritizes user privacy and data security, and all information is strictly protected according to industry security standards, using high-level encryption and safeguards to ensure that user privacy is secure and reliable. We fully understand your concerns and sincerely appreciate your support of DJI products. We hope that, while complying with regulations, you can continue to enjoy safe and enjoyable flights. If you need any further assistance, please feel free to contact us for help. Thank you for your understanding and support. Best regards, DJI Support

Hello there, thank you for your support and recognition of DJI. We are committed to providing high-quality and convenient user services, and your acknowledgment is our greatest reward. Should you have any further questions or require technical assistance, please feel free to contact us anytime. We appreciate your understanding and support, and wish you a wonderful day! Best regards, DJI Support Team

12.2 update Hi Suemar, Hope this message finds you well. Upon receiving your feedback, our engineering team has attached great importance to your case and has conducted multiple rounds of testing and analysis in an effort to resolve the issue with your extension rod. We deeply regret that despite these efforts, we have not yet been able to reach a conclusion that satisfactorily addresses your concern. At this stage, we kindly request that you send the extension rod back to us for further detailed inspection. However, we have not yet received the returned item or any reply to our follow-up emails and messages. Should you wish to proceed with the repair process in the future, please feel free to contact us at any time. We remain ready to assist you. Thank you for your understanding. We wish you all the best. 12.01 update Hi there, Hope you are having a good week. We're just checking in as we haven't received a reply to our previous email yet, and we don't see any shipping updates on our end. Could you please let us know when we can expect the parcel to be sent out? If you're running into any issues or have any questions at all, please don't hesitate to reach out—we're happy to help. Looking forward to hearing from you. 11.27 update again: Hi there, Thank you very much for your continued support and trust in DJI. It is always a pleasure to see professional users like you create outstanding work with our products. Regarding the issue you reported, our technical team has conducted a thorough review and found that the camera detachment was most likely caused by external impact. During the inspection of the quick-release adapter latch, clear signs of damage were observed, which supports this conclusion. We sincerely appreciate the valuable suggestions you shared, especially those concerning technical improvements and user experience. Your feedback has been forwarded to our senior technical team, and we are actively working to incorporate these insights into future product and service enhancements. Your case is being given priority, and we will contact you as soon as there are further updates. At your earliest convenience, please review our previous email so that we can proceed with the most suitable solution promptly. Thank you once again for your cooperation and support. -------------------------