I regret choosing DJI.
I regret choosing DJI. I recently lost my DJI Neo 2 drone after only a few minutes of flight, and my experience with DJI's customer service has been extremely disappointing. The drone took off with a fully charged battery. After approximately 3 minutes of flying, I suddenly received a low battery warning on my phone even though the battery was still showing around 58-63%. I allowed the Return-to-Home (RTH) function to activate automatically, expecting the drone to safely return as advertised. However, the drone was still hundreds of metres away and was unable to make its way back. The app then displayed a warning stating that strong winds were preventing automatic return and instructed me to return the drone manually. I immediately attempted to do so, but the battery started draining extremely quickly. Within a short period, the drone reached critically low battery and eventually landed in a restricted area behind a large fence near a creek, where I was unable to recover it. What concerns me most is DJI's explanation. DJI reviewed the flight logs and concluded that the incident was entirely my fault because the drone encountered strong winds at altitude. According to DJI, wind conditions at approximately 100 metres can be very different from what is experienced on the ground. My question is simple: How is a normal first-time or casual user expected to know the wind conditions at 100 metres altitude when everything appears completely normal at ground level? The weather on the ground was calm, and there was no indication that the drone would encounter conditions severe enough to prevent it from returning home. Even more concerning is the implication for future flights. If weather conditions can change dramatically at altitude or even a short distance away from the pilot, what assurance does a user have that the same thing will not happen again? If the drone can detect dangerous wind conditions only after it is already affected by them, that raises serious questions about the effectiveness of the safety systems. I also received conflicting information from DJI representatives. Consultant (Leia) initially told me the drone was registered in Hong Kong, might be second-hand, and suggested contacting the seller. The seller advised me it's new and advised me to contact DJI instead. Later, the same DJI representative (Leia) stated that the drone may have been new but was not originally purchased in Australia. Eventually, the complaints team concluded that the incident was my responsibility and offered a 50% discount on a replacement drone. To be fair, DJI drones produce excellent video quality, and the technology is impressive. However, my experience with customer service and post-sale support has left me disappointed. I expected more assistance and a more balanced assessment of what happened, especially considering that the drone was lost shortly after take-off. I bought this drone as a gift for my son. My son is very sad since we lost the drone, and he asks me every day if we are getting a drone again. Before purchasing, I usually read Trustpilot reviews carefully. I was originally considering a Potensic Atom but chose DJI because of its reputation and popularity. Looking back, I wish I had paid more attention to customer service reviews rather than focusing solely on the product features. Based on my experience, DJI makes great drones, but if something goes wrong, don't assume the company will stand behind you as you might expect. Case 33357590-Q8Y1L5