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
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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.
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Hi...
Can you please assure me that the controller also will be taken back for a diagnosis please, the reason i ask this is because i was flatly refused this after the first incident which upset me greatly!!!
This all needs to be guaranteed to me that the work will be carried out under warranty please because it really honestly should have been done in the first place after the first three excellent months after the purchase...This really would be massively appreciated!!!
And just for the record,the incident on the fourth short flight was out of my hands completely, like i said before, ive been flying drones for a rather long time now so i really am pretty competent when it comes to flying drones!!! I didn’t crash the drone!!! For whatever reason the drone itself decided to fly itself sideways at full speed into a fence!!!
Also while I was patiently waiting for the new replacement, i purchased an iPad Mini 4 just so i could fly by FPV on a bigger screen!!! It wasn’t cheap as you well know so i feel that it was a complete and utter waste of my hard earned money because that was the only reason why i purchased the iPad!!!
I really do miss flying your product and I just wish to be treated fairly and satisfied just like i was when i first purchased your product?!?
Kind Regards... Bob...
Reply from DJI2021-02-28
Hi Bob, we have replied to your post: https://businessapp.b2b.trustpilot.com/reviews/60392d7af85d750b98a1c86e. Please contact our support team via http://www.dji.com/support to open a new case and send the unit (you can send the remote controller together with the aircraft) in for a thorough diagnosis. A proper solution will be provided based on the diagnosis result. Thanks for your kind understanding.
So Far... Not Great.. (read full review for more)
I bought a Pocket2 AND Samsung S10+ (the DJI chat said it was compatible) as a gift for my wife. On the day of arrival I plugged in the Pocket2 to "register" it and get a guarantee. The new phone immediately complained that the connection was damp. I then spent 2 HOURS sending video's, pictures, proof of purchase to the DJI "support" chat to be told I have to PAY to send it to Germany to get it repaired!! Terrible intro... if it works out though I may be back to increase it to 3 stars...
Update:
Increased to 3 stars as I got a postage label this morning.. Hopefully it will be checked over and returned and I can increase yet again..
Reply from DJI2021-02-12
Hi there, we are sorry to hear about the issue with your DJI Pocket 2. Could you let us know your case number? We'd like to help you keep an eye on it. Sorry again for the inconvenience caused.
Update:
Thanks for your update, Heath, we will have it fully checked when it arrives at our repair center.
I got a DJI mini and really liked it. Flew it a few times and then it stopped working. I sent it back to DJI for repair and it was returned to me ‘fixed’ but issue persisted.
I made a video of the drone not connecting at start up and sent it back...it was returned to me once more and I got an email saying repair was made. I could not initially get the drone to connect. I emailed care and they said a repair had been made.
Eventually, I updated firmware myself and, when SD card was removed...it connected and flew.
The customer care was proactive, yet it did take months to sort.
Reply from DJI2021-02-12
Hi Ciaran, we are deeply sorry for the inconvenience caused. We've managed to get your ticket number, our team is following up on it. We'll help to escalate your situation and keep you updated via email.
Bought a drone from their website that use the Tello app for my daughter's Christmas present an education drone. Turns out the drone need the app to work the app dosen't work ! DJI not our problem talk to this other company.
Ok fine can I get a refund and buy another one? no you had it more than 7 days from delivery. No refunds.
Back to DJI...... silence ...... they now don't respond to emails and I've had no luck getting someone on the phone.
Reply from DJI2021-01-02
Hi Michael, we are sorry for the unpleasant experience you encountered. The information that you provided has been received, we have escalated your issue to the corresponding team to follow up, our team will reply to your email soon. Sorry again for the inconvenience caused.
UPDATE: After DJI contact me after this review, they certainly attempted to better the experience and I was able to provide them with all the necessary data. However, due to the nature of the malfunction they couldn't "prove" that it occurred.. I appreciated the effort that was put forth but disappointed they wouldn't honor the warranty regardless. In a case by case situation, this one I feel should have been covered for, at the very least, customer appreciation, based on everything I have provided.
I decided to compromise and accept the 15% off repair cost due to the amount of time this has wasted and so I have changed my 1 start review to a 2 star review. If they honored the warranty, this would have been upgraded to a 4 start (subtracting 1 star for the time it took to resolve).
Original post:
Within 3 seconds after take-off my drone's motors shut off and fell out to the ground like a rock and destroyed the gimbal. This occurred DURING the warranty period and so I ordered a new drone and thought I'd deal with it later. A few months go by and I decide to send it in for repair as a back up drone. After I sent in the proof of purchase with date (July 31st, 2019) and the flight record with the date when the damage occurred (June 27th, 2020), DJI said they will not honor warranty because I made the claim after the warranty date even though the malfunction occurred within the 1-year warranty period. The repair was $174.00 and they would rather lose a customer than pay a legitimate warranty claim. I read through the entire warranty policy and no where does it say they will not cover warranty damage if the claim is made after the warranty period even though the damage occurred during the warranty period. When I brought this up with customer service and asked them to show me where it says I can't be covered in the policy they said it was an "internal policy". It just amazes me how much they value their paying customers.
A message to DJI: You make money on customer service and customer loyalty, not swindling and nickel & diming them for legitimate claims.
Case # CAS-5550437-N0S8F1
Reply from DJI2020-12-29
Hi Scott, we are deeply sorry to hear about the accident with your drone. We have escalated your case to our supervisor team to follow up, we'll have someone contact you within working hours. Thanks for your patience.
The Mini 1 is not a bad drone for what it does but the real issues are DJI's grossly inadequate user manual and that dealing with DJI’s customer service is excruciating and may expose your personal information to people outside of DJI. My experience comes from a fly away and my attempts to get DJI to stand behind the loss.
First, DJI’s internal information system does not prevent your personal information from being assigned a case number already assigned to someone else. Once this error has been made, DJI starts to send you information about whoever got the number first while you case languishes. As a result, I got the name, physical address, email address and phone number of the other party. I do not know what identifying he got of mine but I do know my information had not been purged from his file for a least a week after I discovered the error and reported it to DJI. I know this because DJI called me a week later to inform me that I should have already received a replacement drone but, of course, it was not me who they were trying to reach. In addition, a DJI supervisor revealed this error occurs a couple of times every other month. When they attempted to compensate me for the data breach, they offered 10% off the cost of a new drone.
Second, the Mini 1 manual has no information on what happens if you lose video contact or complete contact with the drone. Forums on the mini are replete with stories of “fly aways” or lost contact but nowhere does the manual you how you can tell the difference on the remote control and or, according to the DJI customer service, that the drone will automatically Return To Home after 11 seconds if it receives no further instruction from the remote control. When I asked if DJI would improve the manual, the response was that “the user manual or the instructions will not cover every detail”. Yet they produce a video for an earlier model drone which covered this issue.
Third, DJI will not reveal the content of the drone’s data file captured by its app. According one forum DJI encrypts some of this data so 3rd party apps are of limited value. This means you have no way of confirming what DJI says happened. DJI also does not capture the loss of video from the drone, nor does DJI see the loss of video as a contributing factor related to a fly away or crash.
Fourth, DJI is primarily based in China so while they have TA staff in the Philippines (and maybe elsewhere) the staff you deal with on a “fly away” in based in China and they operate on a schedule 12 hours ahead of EST. This means that emails usually take two of more days to make a round trip, slowing down the whole process of dealing with a claim.
Finally, DJI’s Refresh program requires all pieces of the drown be returned for it to be in effect. So, for example if your drone crashes and your camera comes off then you must find it for DJI to replace your drone.
In the end, DJI offered a total 25% off the cost of new drone for a model that has been discontinued and refused to sell me a refurbished one. DJI controls about 70% of the market and as a result it is hard to find good alternatives but it could well be worth the effort.
PS - DJI representatives have asked for me to reveal my personal identifying information in order to "assist" me. All of the information I have presented is based on emails from DJI or contemporaneous notes of phone calls I have had with their representatives. So the information is available if the company was doing internal audits or reviews of their interactions with customers.
Everyone I have asked has told to forget this request in order to avoid wasting more time on this experience. If these DJI representatives could assure me that they actually have the authority to change part of DJI's approach to how they deal with customer issues I might consider it. Short of that, at this point, I agree with those have advised me.
Reply from DJI2020-12-25
Hi Ostinato, we are deeply sorry for the inconvenience caused. May we know your case number for better assistance? We'd like to help you check the details and do our best to assist. Looking forward to hearing from you, thanks.
Had my Mavic Air for over a year now and honestly it's been issue after issue.
Support has been helpful, but the amount of issues I've had from start to finish have left me wishing I hadn't bothered :(
Reply from DJI2020-12-13
Hi Lina, we are deeply sorry to hear about your frustration. May we know the specific issue that you encountered? Please let us know your case number or ticket number for better assistance, thanks.
DJI where do I start, OK there drones are well known and seem to have a huge following but now I really don't understand why.
So my Mavic Air 2, was a good piece of kit although they STILL suffer with unstable connections and rather buggy, same with my Spark, Phantom 3 Advanced, Panton 3 Pro, Mavic Pro.
However I lost my Mavic Air 2 in the sea due to system malfunction, compass failure and restricted speed, long story short, drone was washed up I collected, DJI checked flight details and issued a return label, I returned, to be told it can't be repaired and want £500+ to replace and issue was pilot error... It 100% was not... Customer support is unprofessional, rude and lie through there teeth. Horrible company too interested in only money.
Also have a Osmo 3 which has failed within 60 minutes of use, it creeps all the time, so can't do night shoots. But so worn down I've not even bothered contacting DJI due to previous.
I will never buy anything DJI ever again, if you do you'll be on your own.
Reply from DJI2020-12-06
We are sorry to hear about the difficulties you experienced, Shane Pearce.
We had checked your case, as per the data, the accident was caused because of the strong wind environment, it is not suggested flying in a strong wind environment, a hazard may happen. Besides, the drone got water damaged, parts of the drone might get rusted and for flight safety concern, repair is supported for water damaged drone. We hope for your kind understanding.
We understand your frustration and would love to escalate your case to the higher department for further follow-up. We will have someone contact you during working hours.
If your Osmo Mobile 3 has any issue, please feel free to contact us via online chat or email the details, we will do our best to help.
DJI communicated well when I needed to use DJI refresh. After navigating the website and making contact they did everything they agreed to do. It took some time though UPS ground from nys to California and back. They provided shipping both ways though. Everything works great now and they even contacted me to assure I was satisfied. Thank you DJI
Do not buy from DJI store.
I am at present in communication with DJI support ( support...ha! ) via email, we are now on the 3rd email as DJI are again asking me to supply them with information that I had in fact supplied them with in my first email to them. I purchased a Drone which unfortunately has a defective battery and needs to be replaced, it seems that if I had purchased from a local shop or reputable online store this matter would be resolved by now but I'm being kept on this email loop so I can only recommend do not use DJI online store as it simply is not worth the hassle you'll have should you have a issue with your purchase.
Reply from DJI2020-11-17
Hi there, we sincerely sorry for the inconvenience caused. May we know your ticket number for better assistance? We'll help to check and follow up asap. Thanks.
DJI FPV Goggles - Anxious but overall good experience
So I will give you two words you need when dealing with DJI "patience" and "persistence". I thought I was going to have a terrible experience but after some patience and regular communication with their customer services team my issue got resolved and my DJI FPV goggles were sent back to me. In fact, a replacement pair which resolved the manufacturing issue I had with bolts on the faceplate. I did get to the point of just asking them to send the old pair back because it felt like nothing was happening for over a week, then in a day it was all resolved and new goggles were on their way back to me. It is definitely hard to communicate with them on occasion as lots o f things get lots in translation. I would say there is a customer support lady called Jane, who was amazing in following up, she emailed me out of hours with updates and followed up till my item was on its way back from the Netherlands. I wouldn't call it a flawless experience as I had so much anxiety with the lack of progress, but I would be lying if I said I am now not pleased.
Reply from DJI2020-11-17
Hi there, glad to know everything went smoothly and we much appreciate your kind words about our customer service, which gave us motivation and confidence to keep moving, please feel free to let us know if you have any concern, we are always here to help.
I just wish they'll email faster in customer service. For a premium company, their CS really sucks. This can really hurt their reputation.
Reply from DJI2020-11-09
Hi Robert, we feel sorry for waiting for the email response, we understand your feeling. Could you please tell us your ticket number? We'll look into the email and ask the proper team to reply as soon as possible.
good product but long wait when ordering from the factory
I ordered my Pocket 2 on October 25 and it shipped out to Fed Ex on the 2nd of November. Then it sat in Fed Ex hands for 11 days "for processing" in China. it left China on the 12th of November and arrived in Michigan on the 13th. All in all a long time to wait for a product in this day and age.
The product itself is great. It replaced my original osmo pocket and seems an improvement. It can zoom, has better microphones, a wider angle of view and is a bit smoother. all in all a great product.
i would recommend this pocket 2 to anyone who wants some smooth gimble shots...but would recommend not purchasing from them directly but from a supplier in your area who has the product in stock.
the people at DJI did reach out to me and followed up which i appreciate.
Reply from DJI2020-11-10
Thank you for providing the order number, as per check, your order has been delivered successfully, hope everything goes smoothly. We'll keep moving forward and provide better service to you all. Sorry again for the inconvenience caused.
The app dji go 4 , dont work , it go out all the time .”:/
Alternative have to find other app to fly and make video :/
But the drone fly ok 👌
Reply from DJI2020-11-07
Hi Christian, sorry for that case happened. May we know the model and OS of your mobile device? Could you screen record a video to show us the details of the problem? Please feel free to contact us via http://www.dji.com/support, we'll do our best to help this out. Looking forward to hearing from you, thanks.
I bought a DJI Osmo 2, I have had it for two years and it no longer charges. It's in perfect condition - never got wet, no bashes just stopped working. When asked about a repair (which I was willing to pay for) the list of caveats in place that might result in me never receiving my product back from the Netherlands repair center (at best) or causing serious harm if a battery explodes (at worse) has left me too frightened to send it at all. DJI doesn't provide good enough options when a product goes wrong. Now it's useless and I'm disappointed.
Reply from DJI2020-10-28
Hi Laura, please start an online service case and pack the Osmo Mobile 2 with a case and send it back, we will do our best to help when we receive the unit. Should you have any assistance needed, please feel free to contact us at any time, we are here to help.
Mavic Mini dc'ing no response from DJI or reseller.
Hello.i own for about a month and a half a mavic mini.used it 3 or 4 times.3 times inside to dea how it ford with a samsung A5 2017 and a iPhone XS.inside with many interferences and no gps the drone would be ok. About 2 weeks ago i went to team building at a fishing spot.clear land, no electricity poles, no antena,no wi fi connection near.uav forcast said all good.launched the drone and it began to lose signal about 2 3 m away from me.image would drop, and dc from telephone/rc.from about 10 dc'es the drone tried 2 times to rth.i haven't flewn it since.i wrote to dji no answer till now.i wrote to gnex romania from where i bought this drone.no response till now.i had a parrot bebop 2, I like it very much.about 2 months ago it flew away from me, parrot support is cert bad.that is way i took this dji drone to see if there is a change in support if problems appear.unfortunately i have a problem with my 4 times flewn drone. Another problem is that this drone is insured.if i have to change the drone i have to pay another reinsirance fee?
Reply from DJI2020-09-18
We are sorry for the issue you encountered and the unpleasant experience. Could you please provide us with your ticket number so we can help? Look forward to hearing back from you.
**Edit: After posting this review DJI contacted me and remedied the situation. I am happy with the final outcome and have upgraded the review from 1 star to 3 stars. See below for the original review. **
I bought a DJI Mavic 2 Zoom a little over a year ago and have flown it for only a few hours total flight time. Unexpectedly, and without any crashes, the camera stopped taking photos (the video still works). After mailing in the drone for assessment as per DJI's recommendation, DJI determined that the core board module needs to be replaced and are charging over $400 for the repair.
I was shocked that after very little use the core board module has failed for no apparent reason and that I'm expected to pay for that failure. I realize that the warranty has recently expired, however I expected a drone from DJI to be a high-quality product and for DJI to stand behind its product. This has been a disappointing and frustrating experience and I would not recommend purchasing this drone.
Reply from DJI2020-08-28
Hi Frano, sorry for the inconvenience caused. We've checked your case, our team has followed up on your request and sent the quotation to you again, kindly please check it. Should there any further concerns, please feel free to let us know.
I bought a Mavic air over 3 weeks ago and expected to see it within a week. After a week I emailed them and was told because of Covid their Calif office is either sending eqpt out late or may even suspend shipments. I replied if that is the case I would like my money back I got same response; "Following the County of Los Angeles "Safer at Home Order For Control of COVID-19" and the Executive Order from the State of California to stay at home, and in following the guidance on how to prevent the spread of COVID-19 from the California Department of Public Health, we regret to inform you that we have decided to minimize our repair operations in California Some product repairs and shipment times are expected to be delayed or suspended. Thank you for your understanding and support..".
Then I got this; "
Dear Customer,
The following order has been partially shipped. Please login to your DJI account to check the delivery status."
I replied and got the first response again.
July 31
It seems there is progress being made which is a great thing. Hopefully I will see my Mavic soon.
:)
Aug 6
I appreciate the hard and diligent assistance I received by Greg from DJI finding my order in the system. I was relieved to know that my issue does not happen much. By reading the positive reviews I know this to be true.
My first flying experience was a few days ago and I enjoyed it immensely. Found it easy to fly my Mavic Air 2.
I order the Ronin SC and they delivered a broken phone mount. NO customer service is talk to, just email support. It takes forever for them to get back to you. They advertise free shipping but the shipping is terrible. It took 2 weeks and counting for the replacement phone mount.
Good company, bit I just spent half an hour on the phone with the giving them feedback for their products and after promising a "gift" of some sort gavee a 15% voucher to their dji store...! Pathetic and very misleading!
It brings into question the general ethics if the company!
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