DJI Customer Service – Contradictory Instructions and Denied Warranty Despite Written Confirmation
Title: DJI Customer Service – Contradictory Instructions and Denied Warranty Despite Written Confirmation I am extremely disappointed with DJI customer service. I purchased a DJI Osmo Action 5 Pro during a trip to the Philippines. After only about two weeks, the device became completely defective and unusable. This was a major issue for me, as I had specifically bought the camera for underwater recordings while snorkeling. As a passionate snorkeler, this was an important part of my trip, which I was no longer able to enjoy due to the defect. I contacted DJI customer service in Germany and was asked to provide the serial number to verify the warranty. I did so correctly, including a photo taken directly from the device and an additional screenshot. Everything was clearly documented and submitted. I then received a written confirmation from DJI support stating that I should open the warranty case after returning to Germany. I relied on this written instruction. However, after returning to Germany, DJI suddenly told me that I should have handled the case in the Philippines and that processing it in Germany was not possible. This directly contradicts their previous written confirmation. On top of that, DJI later claimed that the serial number does not match the device – which is completely incomprehensible, as it was clearly documented directly from the camera (photo and screenshot). Under these circumstances, an error is practically impossible. In summary: - Contradictory and misleading information from DJI support - Disregard of a written confirmation - Changing reasons for denying the warranty claim - No clear or customer-oriented solution after nearly three months I followed all instructions provided by DJI and submitted all required information properly. This case raises serious concerns about the reliability and internal coordination of DJI customer support. I hope DJI will finally review this case properly and provide a clear and fair solution. Until now, this experience has been extremely frustrating and disappointing.