DO NOT BUY DJI A YEAR OF FAILURE NO WARRANTY AND ZERO ACCOUNTABILITY
Case CAS 26196474 S5H3T4 My experience with DJI has been the most unprofessional and exhausting customer service process I have ever dealt with. After nearly a full year the Smart Controller issues remain unresolved and DJI continues to avoid any form of responsibility. Timeline of Failures Feb–July 2025 Sent my Smart Controller (SN 13M3MA7001X162) for repair due to zoom and Bluetooth defects. After 5 to 6 months, it was returned still unable to sync with the aircraft. Aug 2025 Sent it back again. It returned in worse condition with gimbal zoom Bluetooth and even takeoff functions malfunctioning. Oct 15–17 2025 Despite multiple calls DJI claimed the controller was “within normal tolerances” even though it was completely unusable. Oct 20, 2025 DJI said it would take another two weeks to return the controller and then suggested I also send the aircraft assuming it would also malfunction. Oct 21, 2025 I formally disagreed with their evaluation and the lack of accountability. Oct 24, 2025 After eight months DJI claimed they found “no issues” and said the controller would ship “next week.” If problems continued, they wanted the aircraft sent in although they themselves caused most of the issues. Nov 4, 2025 DJI asked for a video but provides no platform that supports the file type they demand. The controller had still not arrived. DJI emailed saying the screen protector was broken even though I never had one and offered only 50 DJ Coins. Every time a device is returned it comes back more damaged. I have not been able to take a single photograph all year. Nov 10, 2025 I confirmed again that all problems connectivity gimbal zoom and Bluetooth remain unresolved and are clearly manufacturing defects. Their “goodwill” gesture does not address a year of failure. November 20, 2025 (today) After more than one hour on the phone DJI is once again requesting that I send the Smart Controller back because the zoom still does not work and left to right aircraft movement is disabled. They are also requesting that I send the aircraft as well. There is no formal warranty no assurance no responsibility and no guarantee that anything will be fixed. They openly admit to equipment shortages provide no reliable solutions and show no accountability. Phone support was rude dismissive and unprofessional. Final Warning to Other Customers After nearly a year DJI has: Returned my device multiple times in worse condition Provided no solution no compensation and no accountability Blamed nonexistent issues such as a screen protector I never had Wasted my time my entire shooting season and caused immense frustration I strongly advise everyone: DO NOT BUY DJI PRODUCTS. Their customer service is negligent unprofessional and unable to resolve even basic issues. This company simply does not operate at the standard customers should expect.