Defective camera and deeply disappointing after-sales service
My experience with DJI and its after-sales service has been extremely disappointing. I purchased a DJI Osmo Action Adventure Combo in Japan, which included the camera, three batteries, a charging hub and an extension rod. The camera had a defect in its side compartment door: it could be opened simply by sliding it, without having to press the safety release button first. During normal use, this might seem like a minor issue as you can simply close the door again. However, this is a camera specifically advertised for underwater recording. In my case, the compartment door opened while I was using the camera in the sea, allowing water to enter and causing the camera to stop working. DJI simply classified the issue as “water damage”, without properly considering that the water entered because of a faulty compartment door, rather than through negligence or misuse on my part. Their initial quotation was €192.04 before tax: €106.67 for the core board module €24.17 for a battery €25.20 for the repair service €36 for shipping I explicitly told them that I did not want the damaged battery to be replaced, yet they continued to include it in the quotation. After I complained, they offered me a €70 discount. Even with this discount, the final cost would have been approximately €146.44 including tax. The most absurd part is that I found the same camera brand new on Amazon for €175. In other words, DJI expected me to pay almost €150 to repair a camera that was damaged as a result of a defective compartment door, while also charging me for a battery I had asked them not to replace and €36 for shipping. For less than €30 more, I could purchase a completely new camera with a new battery and a new warranty. Furthermore, after I rejected the quotation, DJI agreed to return the camera to me free of charge. I therefore do not understand why they wanted to charge €36 for shipping if I accepted the repair, while apparently covering the same return shipment when I declined it. I understand why they cannot return a water-damaged lithium battery, as transporting it could present a safety risk. What I do not understand is why they insisted on charging me for a replacement battery after I had clearly stated that I did not want one. I also understand that a product purchased in Japan may have warranty limitations in Europe. Nevertheless, this is still a DJI product, and the problem was caused by what I consider to be a manufacturing defect in the locking mechanism of a camera designed and advertised for underwater use. I would have considered it reasonable to pay for the labour and possibly the shipping, but not almost the full price of a new camera to repair damage caused by the product’s own defective closure. The camera was excellent while it worked, but DJI’s handling of this case and its after-sales service have been deeply disappointing.