Flyaway case
Title: If I Could Give DJI Zero Stars, I Would – Terrible Support, NZ$1,032 for a Replacement, and No Satisfactory Explanation ⭐☆☆☆☆ DJI Case Number: CAS-36435485-W9B3F9 I am extremely disappointed with DJI and the way my Flyaway case has been handled. I have owned multiple DJI drones and trusted this brand for years, but this experience has seriously damaged my confidence in the company. My DJI Mini 5 Pro experienced a Flyaway incident in early September 2026, and I lost the drone. The battery was fully charged at 100% before take-off, yet the drone lost power after travelling approximately 5 kilometres. DJI advertises a transmission range of up to 10 kilometres under suitable conditions, so I expected a much clearer technical explanation of what happened. I submitted the requested flight records and cooperated with DJI's investigation. However, the main explanation I received was that strong winds affected the aircraft. I understand that wind can affect flight performance and battery consumption, but I was not given a satisfactory explanation addressing my specific concerns about why the drone lost power after such a short distance despite starting with a fully charged battery. Instead of feeling that my concerns were taken seriously, I felt that the responsibility was simply being placed on me. Repeating that strong winds were the cause without adequately addressing my questions was extremely disappointing. The replacement offer was equally frustrating. DJI offered me only a 25% discount, and I still had to pay NZ$1,032 for the replacement drone alone. This is a significant amount of money, especially after losing my original drone and receiving an explanation that I do not find satisfactory. The incident happened in early September, but I did not receive the replacement package until 23 October 2026. Waiting nearly two months for a resolution, only to face such a substantial cost and further concerns, made the experience even worse. The replacement box is labelled “FOR SERVICE ONLY” and “NOT FOR SALE.” I have not opened the package, and DJI has not confirmed whether the replacement unit is brand new or refurbished. I had planned to sell the drone to recover some of my investment because selling the remote controller and batteries separately is difficult. However, this packaging may make potential buyers suspicious about the drone's condition and make it harder to resell. I should not have to face additional uncertainty and potential financial losses after paying NZ$1,032 for a replacement. To make matters worse, I have not received an official invoice for my payment. If I could give DJI zero stars, I absolutely would, but unfortunately, one star is the lowest rating allowed. In my experience, DJI is happy to take your money when you purchase its products, but when something goes wrong and you need genuine support, the experience is completely different. Instead of feeling supported as a loyal customer, I felt blamed for the incident, with strong winds repeatedly given as the explanation without adequately addressing my concerns. Good customer service should mean taking customers' concerns seriously, investigating incidents thoroughly, and providing clear, evidence-based explanations—not simply putting the responsibility back on the customer. I expected much better from a company selling premium products. I have owned multiple DJI drones, but this experience has seriously damaged my trust in the brand. A premium product should come with premium customer support, especially when a customer has invested in multiple products from the company. I am requesting that DJI replace this unit with another DJI Mini 5 Pro in standard retail packaging, without the “FOR SERVICE ONLY” and “NOT FOR SALE” labels. I also request an official invoice, written confirmation of whether the replacement is brand new or refurbished, and a clearer technical explanation of my Flyaway incident based on the flight records. I hope DJI takes this complaint seriously and provides a fair resolution. Based on my experience with this case, I will seriously reconsider purchasing DJI products in the future, and I cannot recommend the company's customer support. Case reference: CAS-36435485-W9B3F9