DJI

Good company ethics.

Good company ethics. After my Mavic 2 Pro malfunctioned I contacted DJI to inform them of this. After reviewing my flight data, they have decided to supply a replacement. This has been the first time after many years flying DJI drones this has happened. Well done DJI

failing customer service

I would like to express my displeasure with the solution provided by DJI. Bought a DJI mini 2 last year. A while back I went flying and the return to home didn't work anymore. The drone stalled at another point. After some attempts to fly the drone back to where I was standing using the footage I saw. Meanwhile, the battery was empty. This was ultimately unsuccessful and the connection to the drone stopped. Explained this to DJI. Flight data sent and eventually the conclusion was: fault lies with the driver. I was offered a 30% discount for the purchase of a new drone. Excluding batteries and transmitter. This was the best DJI could offer me. You can expect from such a large and reputable company that their customer service would be a bit more lenient with these kinds of complaints. I am very disappointed with the outcome and hope any future buyers will think carefully before finally purchasing a drone from DJI. Let me be clear: the equipment is great, flying a drone always involves some risk. But do not take responsibility yourself and in my view not look objectively at the results of the data analysis and ultimately give the consumer the feeling that it is his fault.

Concerning DJI support

Concerning DJI support. What a waste of time. Called three times and not one knew anything about technical support of their own products. Got more out of utube. The drone was given to me as a gift, but I would never use Dji. Everytime I called the person I spoke with had to put me on hold. I needed the correct cord for the aircraft to connect to my PC. None of them knew I already had it. Figured it out by mistake. What a lack of customer service. I do not recommend Dji products based on their support services. Zero!!!!

Simon Neil ScottUnited Kingdom · 46 reviews · Posted 2021-06-15

Great products, but bad warranty cover

Great products, but unfortunately not so great customer service or warranty cover. I now own three DJI items, including the Osmo Pocket, Osmo Pocket 2 and a large DJI Gimbal. They have all been great products and no complaints in that regard. However, through my own fault, the Osmo Pocket fell from a height and broke, only a week before travelling to the Lake District in 2021. Knowing it couldn't be repaired and returned in time, I bought an Osmo Pocket 2 (ouch) and again, a great product. Upon returning, I then went through the process of contacting DJI and raising a repair ticket, to have the original Osmo Pocket looked at, repaired and returned to me. I had the full expectation, this wouldn't be an issue, especially as it was well within it's one year warranty, and the guide included with the item, states it has a one year warranty from the date of purchase. So all good! Handed the item for a delivery driver, and a few days later I had confirmation of it arriving in Germany from the UK (at no cost to me). A short time later and email arrived, and this time essentially asking I pay around EU 112 to have it repaired, because "physical damage" isn't covered. As you can imagine, I was surprised and shocked! I opened an online chat with DJI to query this, and was bounced around 4 different departments, and still had no explanation by the end. It wasn't until I had an email, which I then replied to, that it was clarified. But no warranty cover, for physical damage, on a product built and designed, to be used outdoors, walking, running, hiking, underwater (in a protective case), cycling and more? That just makes no sense to me. It's an item, much like many things DJI creates, designed to be used outside, in treacherous places where a fall or drop is to be expected. I've essentially instructed the item be sent back to me, still damaged, and I will take this to Amazon to have it looked at, as they seem to be a lot more welcoming to the idea of assisting me.

Terrible product, terrible support.

I was going to wait to see if DJI support did the right thing, but after a month of being given the run around I feel like anyone considering purchasing this (or anything else from DJI) should see. I spent close to $3,000 on the DJI Mavic 2 Pro with the smart controller along with a bunch of DJI accessories. I was excited to say the least. Once I got it, I had to wait for good weather to take it out for a spin. I flew it around my house a little bit, but no real flights and hadn’t been able to test any of the features. Finally the day came, great weather and no work. I drove out to the country because I wanted to test the tracking features and then be able to get in a nice manual flight to practice for my first “real” flight. Once I was out in the boonies, with no obstacles anywhere in sight and only a dirt road I deployed the drone in tracking mode with the “follow” option. I drove until I got the battery warning and then I pulled over and landed the drone and switched the battery. It worked great, I was stoked. Now it was time to test the “profile” tracking mode. I deployed the drone again and got it into position and then started driving. It was going just great for about 3 minutes and then I glanced down at the display on the smart controller and saw the drone coming in fast. Before I could even comprehend what was happening the drone slammed into the side of my pickup at full speed. My rear window was down and my dog was in the back seat – it almost flew right into my truck which could have caused serious injury to my dog or myself. It did do damage to my truck. My heart sank. I was devastated. I stopped and found the drone twitching in the road, smashed, propellers busted and completely out of service. I then drove home and immediately started sending DJI support e-mails explaining the situation. I explained that the drone was tracking my vehicle in tracking mode with the profile option. I made it clear that there were no obstacles anywhere around and invited them to look at the GPS data on Google Earth to verify this. I also made it clear that the drone flew into my truck which was the object being tracked. 2 weeks go by and I finally hear back from DJI. They essentially said that since the drone was going faster than 12m/s the sensors would not work and that it could not avoid obstacles – therefore it was pilot error. What? Obstacle? My truck, the object being tracked is considered an “obstacle”? No. It’s clear they just looked at the speed at the point of impact and completely ignored the fact that I told them it hit the object being tracked – not an obstacle. So that reason is ruled out. Next, after about another week they tell me that it’s possible that the object being tracked blended in too much with the surroundings. This is asinine and I feel like I shouldn’t have to even address it but I’ll make it short. Very light-colored dirt road out in the country with nothing else around. Big black shiny truck. Plenty of contrast. But let’s just say that was the case… If the drone “loses track” of what it’s tracking is the behavior supposed to be that it drops in elevation and flies full speed into the last known location or the location of the controller? Ridiculous. I could possibly see that it if the drone saw something else and got confused and started tracking that, maybe even having to avoid an obstacle to pick it up – but once again there were no obstacles and it’s not like it saw something else and started tracking it, it dropped in altitude to the level of my vehicle as it was flying full speed directly at me. I let them know this was also not a possibility or plausible explanation. Another week goes by and I get another DJI support e-mail. This time they are just re-hashing old excuses. They tell me that in side-tracking mode that the drone cannot avoid obstacles if the drone is going > 12m/s (it was going 14 m/s when it crashed itself into my truck). I’m pretty livid at this point. They are giving me the same reason they have already given me which I have 100% shot down as a plausible explanation due to the fact that the drone flew into the item it was tracking (my vehicle) all by itself – it didn’t hit an obstacle as it was trying to track my vehicle which they keep ignoring. I sent a response letting them know once again the details and that the drone did not run into an “obstacle”. Finally, DJI had gotten tired of trying to actually explain it and just told me that the flight data shows no malfunction and that I have to pay them to get the drone fixed. What? First off, this drone obviously malfunctioned. I have the flight data which shows it tracking on the side of the road and then shows it flying directly into the middle of the road, crashing (spinning around) and then dying in the middle of the road. Anyone with common sense could see that the drone is not supposed to do this. 7/1 Finally replaced under warranty.

Insurance is a waste of money

Purchased my second drone from DJI (Mavic Mini 2) along with the insurance. My drone crashed into Crocodile infested water in Northern Territory so was unable to be retrieved. I contacted DJI and after sending in all the files they requested was told that due to it being an operator error, the insurance would not cover anything. After some angst, they offered a 15% discount then up'd it to 25% discount on a new drone. I've been a loyal customer of DJI, purchasing 2 drones and an OSMO 3, but now will be looking elsewhere for a comparable device and better insurance. Case number: CAS-6399122-T8K1Y3 In reply to your reply, the insurance is a waste of money for the Magic Mini as Fly Away not covered. My recommendation is to look for a better option and not to waste $750 plus insurance

Situation live and updating....

Shocking / nonexistent after sales in the UK. Purchased a faulty drone and can't get hold of anyone by chat/email/phone for over 2 days! Updated:further to the below reply, I eventually managed to talk to someone on live chat and they have agreed to sort a replacement drone. I will update this thread..... Update (11 June 2021): Finally hear something. They now want to charge me £480 for 'accident damage'. This feels like one big scam.

Where is the 2nd day shipping?

Dji may have good products. But I a beyond frustrated with the after sale service. I told them I needed my drone back asap after I had an accident. I put in for a replacement drone. The replacement drone has been shipped, however DJI representative told me that they will put in 2nd day air shipping.. i look at the tracking number and based on the delivery date, this is a ground delivery. I needed the drone for an important event. Thank you Dji for not holding your end.. I was willing to pay the difference. Besides what is "express delivery" if it's just normal shipping.

Good product horrible customer…

Good product horrible customer service!! Just no they do not keep their word and they charged me for extra items and they promise to give you a coupon to make it up but the coupon never works. They always say they have to make a new one but it’s going to take a few days. A few days come and they have no idea what I’m talking about. Then they say we will make you another coupon but it’s going to take three days. See the pattern? Horrible customer service

Room for improvement

I am very dismayed by the customer service: I ordered the Ronin S2 direct from DJI and have been entirely unable to find out when it will be shipped, and even if it will be shipped or whether the order has been cancelled. I keep being told that this has been "escalated" to "logistics" but for some reason there is no way for me to contact "logistics" directly. There is no UK number to call, just online agents who keep saying they have "limited capabilities". It goes without saying that the money has already gone out of my account. Compared with other big camera companies this is an insulting level of customer care. Update: Okay - in the spirit of fairness, I am updating this having now received the gimbal I ordered (which appears to be a first class product). First, the good: the people on the other end of the "chat" function respond quickly, and are always friendly. However - and here is the less good - they seem to have access to a very limited information stream, in my case about the status of my order. Different people would say different and often contradictory things. DJI really needs to operate some sort of call centre in the UK, or at least a call centre which is highly connected to its UK operation. The fact that it is not even possible to talk to someone on the phone at all triggers all sorts of anxieties about a company that seems to have no physical footprint in the country. I dread to think what will happen if / when I need to talk to someone about an issue with the product itself. My query was really very simple, and one phone call with someone who could assure me that all was well would have made all the difference.

I wish I had read the reviews before…

I wish I had read the reviews before buying from DJI. Their customer service is very poor. Not something you would expect when you pay a premium. I bought a drone with the care plan. My drone got damaged and I sent it back as requested. 5 weeks later and still no news. They eventually reply to your emails saying they will get back to you ASAP but they never do. I don't even know if I will see that drone again. Looks like a few hundred pounds down the drain... Update - DJI contacted me to let me know my parcel has been lost by UPS. They sent a replacement free of charge. Good outcome in the end but communication could have been a lot better.

UPDATED; Protection plan??

After flying for a while- great product, I had an accident. As this is my first drone, I took a protection plan - just to be sure. At first, I was happy I did, but now after a month of waiting (they have received the package on the 11th of March, through UPS with their shipping label) I have called service to check now 7 times - each time they say they will get back to me within 24/48 hours. And they NEVER DO! Complete scam. It's a damn loop. UPDATED; After complaining a bit on the helpdesk, I finally got a call from China and since then everything went smooth. Have been flying for the last week or so. It seems that UPS lost the package; and there are some serious issues in communication between UPS & DJI - happy that it got fixed after a month - so therefor one star higher.

Mervin JenkinsUnited States · 2 reviews · Posted 2021-04-02

Newbie... and a little disappointed

I’m new to the hobby and got my first real drone that needed to have the refresh plan put to use after only two days of flying. Anyway, the original rep really didn’t do the best job explaining my options available to make my turnaround time so much quicker than it has been. After speaking with another rep I finally get that I was not instructed properly based on the return I was expecting. I’m really bummed because I bought the drone for a trip out of town this Saturday and obviously it has not even been shipped back yet (due to the normal repair process mode I’m in versus express— again, wish someone had clarified that part). Anyway, I’ll update here once the process is complete to give my overall opinion about the entire ordeal.

blingdaUnited Kingdom · 19 reviews · Posted 2021-04-01

Finally received a new replacement drone & a battery from DJI after 2 and half months of debate with them.

Another Email sent out on 24th March, chased many times with online chat, today is 1st April, still no any reply from them. Such a painful experience to deal with their customers service. Apart from saying insincere sorry all the time, the attitude is Rude and disrespectful. Update: for dji reply here is my ticket number （#3440135） Regarding DJI fly app crashed in just a few seconds flight causing my drone is missing forever. Update:15th April Finally received a new replacement drone & a battery from DJI after 2 and half months of debate with them. Posted from Netherland to the UK (took a day to arrive).

Great drones

Great drones. I've owned 3 of their company. Now on my mavic pro 2 and it's an amazing tool for the money. A few years back we could only dream of what they achieve today, throwback to my phantom 4.

Very fast and accurate response time.

Travis LawrenceUnited Kingdom · 1 review · Posted 2021-03-25

Super good drone, terrible customer service

This is one of the best drones I have used, great quality and accessories for the price delivered quickly once ordered. However, the customer service is slow, unresponsive and they don't seen to care or want to resolve them if you have any issues. Be prepared for a long wait and poor resolution for any issues.

ØysteinNorway · 20 reviews · Posted 2021-03-24

Poor customer support

Poor customer support, they do not answer on their support when asked simple problems with trouble on battery charging.

DJI poor picture quality and customer service

I was recently given a DJI pocket 2 as a birthday present. I took my first footage in 4K 60fps and found the result to be grainy. I contacted DJI support. After a long wait I got to speak to online support who looked at some footage I uploaded and advised me to get a replacement. They clearly werent interested as they gave no advice as to why it was doing this or what the fault was. I later was given some advice from some one who takes video for a living and they advised the quality of the video was due to the unatural light. Why this advice wasnt given to me by customer services is why I havent rated the camera higher. The ratiing is more for the lack of customer service who despite me replying to their request for more information still havent got back to me.

I wanted to test the auto flight…

Update : Gave me a nice offer on a repair I wanted to test the auto flight sensor. I set it on quick shot. (Helix) to fly a cirlce around me. I saw there was a tree on the size of a house. So I thought that would be an easy test for the mavic air 2. It should even pick it up by the front sensor as the tree was massive And it failed miserable, it flew directly into the three. and it didnt event try to brake or avoid the obstracle. I made sure before the flight, that I set the sensors to avoid obstracle. And so it got stuck in the tree. So had to spend money on getting a crane truck out to help me. Cost me 1500 dkr. I never crashed the drone before. And im super disapointed it happenden on a auto quick shot. Where the sensors didnt help anything. DJI Reply : The aircraft cannot sense or avoid obstacles on the lateral sides; Conclusion: The incident was caused by non-manufacturing factors. Therefore, it is concluded to no warranty. So buyers beware! It should have been called “obstracle avoidance” unless you fly in auto helix mode to the side of a tree, as big as a house. And won’t even be picked up by the front sensor as well.