Mini 5 Pro - Excellent product, but a very disappointing customer and after-sales experience.
Actually, I was a new DJI customer, having purchased my Mini 5 Pro only 3 months ago. Overall, it is a good product with excellent camera quality. Unfortunately, my experience with DJI after-sales following my Mini 5 Pro flyaway was extremely disappointing. Case number: CAS-35880465-L6S2W9 The drone was lost following a loss-of-signal situation, and the key issue remains unresolved: why did the aircraft fail to perform the expected RTH after the signal was lost? DJI reviewed the flight data but did not establish a clear root cause. I acknowledge that I was using a non-original battery. However, there was no battery-related error or warning identified as the cause of the incident. This still does not explain the RTH failure. Initially, DJI's technical team attributed the incident to the battery. After I challenged this conclusion, the main reason was changed to environmental signal interference, which DJI said was not covered by warranty. The after-sales process was also extremely slow. The case dragged on for nearly six weeks, with repeated follow-ups required from my side. Eventually, DJI offered a 25% “special courtesy discount” on a replacement with only 9 months of warranty remaining. However, after comparing the final price with DJI's current retail pricing, the discounted replacement was comparable to—or even more expensive than—a brand-new package with a full 1-year warranty, including a controller and battery. A 25% discount sounds impressive, but provided very little real benefit. I proposed several reasonable alternatives, but all were rejected. DJI ultimately called the 25% offer its “absolute final resolution.” I understand DJI cannot necessarily accept responsibility for every flyaway, but I expected a proper explanation of the unresolved RTH issue and a more reasonable after-sales solution. After almost six weeks, I rejected the offer and decided to leave the DJI ecosystem. I no longer want to spend more money on DJI drone products without a proper explanation of the RTH failure and after experiencing such a disappointing after-sales process. I have deleted my DJI account and moved on. Excellent product, but a very disappointing customer and after-sales experience. update 14/09/26: offered solution still doesn't make sense. Discounted replacement price is still higher than brand new retail price. Replacement unit condition new/refurbished/repaired and warranty duration still not confirmed. update 13/09/26: DJI Customer Service contacted me again - confirming battery was not the root cause. Offered me additional coutersy discount on top of marked up replacement unit price. The fact: new net retail price is cheaper than discounted replacement unit.