Most reviewers were unhappy with their experience overall. Consumers frequently struggled with unhelpful support agents, automated replies, and extremely long waiting times when trying to resolve technical issues. Many people also reported receiving faulty equipment or experiencing sudden hardware failures shortly after purchase, accompanied by frustrating warranty claims. Reviewers expressed deep disappointment over the lack of proper solutions and communication when seeking help.
The minority of people were satisfied with the efficient after-sales service, noting smooth communication and fast product replacements. Some reviewers noted that their broken devices were thoroughly investigated, quickly repaired, or swapped without incurring extra costs.
Sent my DJI O4 Air Unit for repair. Instead of fixing it, they claimed it had physical damage (which it didn’t), kept my cable and adapter board, and offered to sell me a “discounted” replacement for more than it costs locally. On top of that, they refused to return my original unit. Absolute scammy behaviour. If you’re from the UK, avoid sending your device to their EU repair center — they’ll just keep it.
CAS-22088807-Z3J9Z7
UPDATE – May 12th
DJI has responded, labeling my O4 Air Unit as a "total loss" and offering a 15% discount for a replacement. Unfortunately, their assessment is misleading and fails to address the real issue.
They noted the USB-C port as faulty — yet I connected the unit to DJI Assistant 2 and even updated the firmware before sending it in. The real issue was corrupted NAND memory, which only affects recording, not the core FPV functionality — and they didn’t even diagnose this.
They also marked the camera and cable as "missing." I intentionally did not send the camera, as it’s securely soft-mounted in the drone canopy, and removing it risks damaging the shock-absorbing mount or losing the small rubber dampeners. This has nothing to do with the issue reported.
As for the cable, I did send it, and it includes the MIPI-to-camera adapter board, which is a critical and hard-to-find part. Without this adapter, I cannot even connect the camera to another unit. If DJI keeps this cable, they are effectively making my entire system useless.
I never consented to any part removal or to scrapping. I do not accept the repair offer, and I expect my original unit and cable returned at no cost. This is not about the money — it's about proper customer service and respecting property.
DJI, please step up.
Update:
Reached an agreement
After further communication, including a direct phone call, I was offered a replacement unit at approximately half the regular market price. While not an ideal resolution, it represents a form of compromise that I was willing to accept.
A word of caution to other European customers: avoid purchasing DJI products from Chinese retailers if you live in the EU/UK. These units aren’t covered by the local warranty and may have to be shipped to Hong Kong for service, which complicates the entire process.
DJI 回复2025-05-09
Hi there, we are sorry to hear about this feedback. We’re here to help and will gladly provide updates on your service. To assist you further, could you please provide your case number (CAS)? This will allow us to look into your situation more effectively. Thank you for your understanding. We look forward to resolve this issue for you.
Update 1：
Hi, there
Thanks for providing the case information.
We will forward it to the relevant team for further checking.
Once there's any feedback we will get back to you as soon as possible.
Kindly appreciate your patience on it.
Update May 12th：
Hi, there. Thanks for your patience.
After checking, our relevant team have double inspected for your O4 Air Unit, the result is the same that the O4 Air Unit is a total loss. For safety and the proper functionality of the unit we advise a complete replacement. Please be kindly noted that, the original unit will not be sent back after payment confirmation/acceptance of the offer according to after-sales policy.
If you have questions about the test results, you can provide more information and we'll get back to the relevant team to double-check.
In the meantime, if you wish to have the device back, we can send it back without any repair.
Look forward to your reply.
Update May 13rd:
Hi, there
Thanks for your feedback.
We are glad to know that the repair case was resolved finally.
After checking, we have arranged to ship out replacement by DHL on May 12nd.
You will receive it very soon.
Kindly remind you to open to check if everything is good after receiving it.
Should you have further questions or concerns, please feel free to contact us.
Ordered DJI Osmo pocket 3 directly from dji. Then realized it is going to take too long to get it so I bought it locally. Then logically I wanted a refund due to not needing it anymore. It is now 22 days since I have claimed a refund. Today I received email that it is going to take 14 MORE DAYS. This is a joke. 36 days to send me my money back? Really??
EDIT: I recieved money one day after writing this bad review. Coincidence? No idea but in the end it took them around 24 days to process my refund and return my money. Thanks DJI.
DJI 回复2025-05-08
Hello Glada,
We hope this message finds you well.
Thank you for bringing your concerns to our attention. Please be assured that we take your feedback very seriously.
In order to assist you further and expedite the resolution of your case, could you kindly provide us with your order number or email ticket number? This will enable us to investigate your refund status more efficiently.
We appreciate your understanding and cooperation.
9th May update:
Hello Glada,
We hope this message finds you well and that your week has been going smoothly so far.
We truly value your feedback regarding the refund processing time and take your concerns very seriously.
In order to assist you more efficiently, could you please provide us with your order number or any relevant ticket number from your email correspondence with DJI?
This information will help us look into your refund request and provide you with an update as soon as possible.
Thank you very much for your understanding and cooperation. We look forward to your reply.
12th May update:
Dear Glada Rider,
Thank you for your message. We are glad to hear that your refund has been completed.
If you require any further technical support or assistance from DJI in the future, please feel free to contact us at any time. We appreciate your understanding and cooperation.
Wishing you a wonderful day.
Probably the best customer service experience, I purchased the excellent DJI power 1000 , Expansion Battery and 1.8kw superfast charger, and customer service addressed a few small issues quickly. Will definitely buy from them again.
DJI 回复2025-05-05
Hello Andrew
Thank you for sharing your experience. We are delighted to hear that you're satisfied with our service. Your feedback is our greatest motivation. We will keep providing professional service in the future.
Thank you for your great support and have a wonderful day!
I'm a big DJI enthusiast. My first ever drone was the Avata 2, and I felt incredibly lucky that it was the first FPV drone you could fly with just one hand! Within a few months, I was flying like an advanced FPV pilot.
When the USB connector broke, it did take a bit longer than expected, but DJI delivered a replacement — and that gave me confidence to keep building my DJI collection.
I later bought the DJI Neo because it works without a controller — using either your phone or the motion controller from the Avata. A few months later, I added the Mini 4 Pro, mainly for the tracking and AI functions.
I also got DJI Care Refresh based on all the good reviews — and they really live up to the praise! I crashed my Mini 4 Pro on a Thursday, filed a claim, paid the deposit, and by Tuesday I had a brand-new unit. That’s only 4 days, including a weekend — impressive!
Then came the Osmo Pocket 3 Producer. I dropped it once, and it wouldn't power on. I didn’t have Care Refresh for it, so I expected repair costs — but DJI fixed it for free. Amazing gesture!
Every time I’ve contacted the helpdesk, I’ve been helped effectively. There was some miscommunication around my Avata 2 repair, but it was resolved in a very decent and professional way.
I also needed to upgrade my Mini 4 Pro to C1 category before traveling to the USA, and DJI supported me the same day — super fast!
By now, I’ve had three repairs, and all were handled honestly, as promised, and without hassle. Based on both product quality and support, I can say this: DJI has given me the best customer service experience I’ve ever had.
Thanks DJI — you’ve earned a loyal customer!
DJI 回复2025-05-03
Hello! We appreciate you sharing your thoughts on our service. Your feedback is essential for us to strengthen our customer relationships and enhance the support we provide to DJI users like you. We are excited to have the chance to serve you and are dedicated to ensuring the best possible experience for all our customers. Thank you for choosing DJI!
DJI is possibly the best experience I've ever had with a company.
I've owned two drones so far and am currently flying the Avata 2. The products are expensive, but the quality is unmatched. Care Refresh is a lifesaver and an absolute must for FPV flying.
I hit a tree and ended up in a river — sent the drone back with the battery and just two days later, I received a brand-new drone and battery. They even followed up with a phone call to check if everything was satisfactory.
Fantastic products and excellent aftercare.
DJI 回复2025-05-03
Hello Martin, thank you for sharing your experience. We are delighted to hear that you're satisfied with our service. Your feedback is our greatest motivation. We will keep providing professional service in the future.
Thank you for your great support and have a wonderful day!
Absolutely fantastic company I bought my DJI Air3s flew it but it crashed good job I had DJI carer refresh insurance sent it back in the morning to the DJI repair centre they sent me out another one next excess fee of £89.00 definitely better than paying nearly £400 for another
DJI 回复2025-05-02
Hi there, thank you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. We're thrilled to have the opportunity to serve you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
Genuinely great drones. I’ve had two now - mini 2 and now mini 4. They fly flawlessly and I have never had any problems with them.
DJI 回复2025-04-26
Thank you so much for your kind words! We're thrilled to hear that you've had such a positive experience with our drones, both the Mini 2 and Mini 4. Your satisfaction is our top priority, and we appreciate your support. If you have any questions or need assistance in the future, please don't hesitate to reach out. Happy flying!
Amazing service. I had my Flip in for repair. Slight delay with it reaching the service centre. DJI pulled out all the stops to sort it out quickly, at no charge; they even gave me a store voucher to apologise for the delay.
Cannot recommend them enough. Special thanks to Paul in their customer services.
DJI 回复2025-04-12
Hi Daniel,
Thank you for taking the time to share your positive experience with our support team. We're delighted to hear that the issue with your DJI Flip was resolved promptly and to your satisfaction.
We truly appreciate your support and look forward to continuing to serve you with the same high standards in the future. Enjoy your flight!
The support of this company is 12/10!
I broke my mini 3 after crashing multiple times in a day.
I told the support that it is my fault and filed a repair case. After sending the drone in for repairs I waited for the estimated costs as I had not purchased the insurance. The costs would have been 90€, however, surprisingly they charged me 0€ and covered all the shipping costs!
I also believe that they sent me a totally new drone as mine had quite a few usage and scratch marks and broken off propellers.
I am a 100% happy that I chose DJI instead of any other drone company.
DJI 回复2025-04-13
Hello Juhan,
Thank you for your kind words and positive feedback about our support services. We are delighted to hear that you are satisfied with the experience. Your support and trust in DJI mean a lot to us, and we are committed to providing the best service possible. Congratulations on getting your drone back, and we hope you have a wonderful time using it.
We hope you have a delightful day.
Had an issue with my RC2 controller for my mini 4 pro, black screen of death.
Raised a ticket with DJI and it was sorted in hours. Brilliant service. This is the way it SHOULD BE.
Well done DJI - you are amazeballs!!
DJI 回复2025-04-12
Hi David,
Thank you for taking the time to share your positive experience with our support team. We're delighted to hear that the issue with your DJI RC 2 controller was resolved promptly and to your satisfaction.
We truly appreciate your support and look forward to continuing to serve you with the same high standards in the future. Happy flying!
Baught mini 2 combo. One of the 3 batteries would not charge. Smart charging indicator was pointing to faulty battery. Contacted dji customer service received battery replacement within 5 days. Was easy and simple process to follow. Very pleased with how Alee and Paul dealt with my request for help.
DJI 回复2025-04-05
Hi there, thank you for taking the time to share your feedback on our service. We're delighted to hear that you are satisfied. Your feedback is our greatest motivation, and we are committed to continuing to deliver professional service in the future.
Thank you for your great support and have a wonderful day!
While other experiences here may vary, in my case, customer support - led by Avery and the team - were fantastic. Long story short - An Osmo Action camera I ordered arrived with a battery missing. I alerted the customer support team to this shortly after opening all packages. The team were absolutely brilliant and resolved the situation by issuing a coupon for a replacement battery. My general approach to customer support is how they respond when things go wrong. In this instance, they were magnificent. I already have a DJI drone that I am happy with, and I will continue to use DJI where I need good quality kit.
DJI 回复2025-04-03
Hi there, we appreciate you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
I would give it 10⭐
I had a problem with gimbal On my DJI mini 3. I was pleasantly surprised with the professional handling. Everything went perfectly. The repair cost £66 but they fixed it for free and the drone is on its way home. Thank you very much. It is also worth noting that they sell top quality drones and if something goes wrong they will fix it professionally.
DJI 回复2025-04-02
Hi there, thank you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. We're thrilled to have the opportunity to serve you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
Crashed my DJI flip causing damage to the camera gimbal. After a quick live chat with dji support they recommended i send it back for inspection. I completed to online form to create my repair request, they sent me a postage paid label. It was away for a few days inspection, and notified me the bill was £66, but they would replace it for free.
I thought they meant they would replace the gimbal for free and install it. But no, a brand new Dji Flip arrived this morning. Very very happy with the service, but hope i dont need it again
DJI 回复2025-03-31
Hi there, thank you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. We're thrilled to have the opportunity to serve you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
DJI TOP BEDRIJF
Liam Zhan
Afgelopen week, na enig vriendelijk hulpvaardig contact met Liam Zhan van DJI over heel soms kleine weergave storingen in de video , vroeg DJI om mijn bijna 1 jaar oude DJI-MINI-2-SE op te sturen
Gratis verzendlabel
Ze stuurden me een gratis verzendlabel
Keurige rapportage l
Werd keurig op de hoogte gehouden van de werkzaamheden bij DJI
Zo snel
Binnen 3 dagen stuurde DJI een hagelnieuwe DJI-MINI-2-SE terug
Gratis
Als garantie service hoefde ik totaal niets te betalen
Top Begeleiding 24/7
Om de nieuwe DJI-MINI-2-SE te installeren even weer hulp gekregen van DJI 24 uurs dienst
Dji 2 jaars refresh service
Kreeg ook nog het aanbod voor een 2 jaars refresh service wat ik natuurlijk direct heb gedaan
Na 1 jaar vliegen weer een hagelnieuwe drone en 2 jaar vrij van risico's en dat gratis met een vriendelijke glimlach van DJI
Dit bedrijf weet wat zaken doen is
Ik raad iedereen DJI aan
Beter kan niet !
---
DJI TOP COMPANY
Liam Zhan
Last week, after some friendly helpful contact with Liam Zhan of DJI about very occasional minor display errors in the video, DJI asked to send my almost 1 year old DJI-MINI-2-SE
Free shipping label
They sent me a free shipping label
Neat reporting l
I was kept neatly informed of the work at DJI
So fast
DJI sent back a brand new DJI-MINI-2-SE within 3 days
Free
As a warranty service I did not have to pay anything at all
Top Support 24/7
To install the new DJI-MINI-2-SE I received help again from DJI 24 hour service
Dji 2 year refresh service
I also received the offer for a 2 year refresh service which I of course did immediately
After 1 year of flying a brand new drone again and 2 years free of risks and that for free with a friendly smile from DJI
This company knows how to do business
I recommend DJI to everyone
It doesn't get any better than this!
DJI 回复2025-03-29
Hi Vos,
Thank you so much for your kind words about DJI. We're delighted to hear that Liam Zhan was able to assist you and that you had a positive experience with our service. Your support and trust mean a lot to us.
We're thrilled to know you're enjoying your DJI Mini 2 SE, and we hope it provides you with many great flying experiences.
Thank you once again for your recommendation and for choosing DJI.
DJI service is exceptional, top class !!! I bought a used drone from ebay, crashed it into a tree next day, the drone was dead. I contacted DJI support, I told them that I crashed it. The serial number showed its still in warranty. DJI send a DPD courier to pickup the drone (they paid for the dpd). They fixed it for free ( the quote was 88£, but they fixed it within warranty). Then they sent it back to me via DPD. Turnaround was only 4 days since I sent it to them. Incredible! Way to go DJI
DJI 回复2025-03-27
Hi there, thank you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. We're thrilled to have the opportunity to serve you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
Outstanding customer service! Mini 4 pro crashed during take off, damaging the body. Called customer services to explain the situation and within a week they had collected it, examined it to verify the details, and replaced it under warranty. Genuinely impressed!
DJI 回复2025-03-24
Hi Deeno,
Thank you so much for your kind words and for sharing your experience with our customer service team! We’re thrilled to hear that your Mini 4 Pro issue was resolved quickly and to your satisfaction.
We value your feedback and are glad we could assist you during this time. If you need further support or have any questions, don’t hesitate to contact us. Happy flying!
I don't have any experience of their support as yet but the Air 3S build quality is great and the software is absolutely fantastic, delivered fast and in great condition.
DJI 回复2025-03-19
Hi there, we appreciate you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
I purchased a DJI Action 3 camera directly from DJI’s official website (dji.com) in May 2024 while living in the U.S. Less than a year later, the rear screen detached from the camera due to what is clearly a manufacturing defect.
I contacted DJI support, expecting standard warranty service. Instead, they told me my product’s warranty is tied to Singapore and that I would have to ship the camera internationally at my own expense, despite purchasing the product through DJI’s official U.S. sales platform and having it shipped to a U.S. address.
I asked them to escalate the case, and since then they have completely ignored my follow-ups.
This is unacceptable for a global brand, and it feels deceptive and dishonest toward U.S. customers. Be very cautious if you’re buying directly from DJI.com — they may not honor their warranty obligations in your country, even if they sold you the product themselves.
Update on My DJI Action 3 Issue
Thank you for your reply, DJI. However, I would like to clarify the situation further.
My case number is [## 8925217 ##], and my order number is 0653865085177. I purchased the DJI Action 3 camera from your official U.S. website on May 23, 2024. After less than a year, the rear screen detached from the camera due to a manufacturing defect.
Despite providing detailed information, photos, and proof of purchase, I have not received a resolution. Your support team has insisted that the warranty is only valid in Singapore, which is not in line with the fact that I purchased the product from the U.S. store and had it delivered to my U.S. address. Additionally, I was advised to send the product internationally at my own expense, which seems unreasonable.
I kindly ask that you review my case again and provide a proper resolution, as I expected DJI to honor the warranty in the U.S.
Thank you for your prompt attention to this matter.
Update Apr 01 2025:
After multiple emails and some back-and-forth with DJI support, they finally agreed to repair my camera under warranty. Initially, I was told that the warranty was only valid in Singapore, even though I purchased the camera from DJI’s official U.S. website. However, after escalating my case and persistently following up, DJI eventually provided a free repair service in the U.S.
I appreciate the assistance from Anna at DJI Customer Care, who helped push my case forward. While I’m glad the issue was resolved, the process took much longer than expected and required significant effort on my part. I hope DJI improves its warranty support in the future.
DJI 回复2025-03-18
Hi Tim, we are sorry to hear about this feedback. Would you mind providing us with the case number or contact ticket number? We will help you to know more background and see how to assist you better. Looking forward to your update!
3/19 update 1
Hi Tim, we are sorry that we did not hear from you. If it is convenient, you can update the details on the post and we will help you to further follow. Looking forward to you update!
3/19 update 2
Thank you for your updates. We will help you to check with our relevant team first and keep you update as soon as possible. Thank you for your understanding and patience.
3/23
Hi Tim, we would like to provide you with an update regarding your case. Our management team is currently reviewing the situation, and we have acknowledged your recent response to our previous email.
Please be assured that we are actively investigating your case, and we will collaborate closely with our management to keep you informed of any developments as soon as possible. If you have any further inquiries or require additional assistance, please feel free to reach out. We will be at your service!
4/3
Hi there, I hope this message finds you well. We have received feedback indicating that your case has been effectively addressed and resolved. We trust that you will receive the package shortly. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help.
I recently crashed my mini 4k and it was a mess.I contacted the support repair service and requested a repair. The service was exceptional with me kept informed of progress every step of the way. they sent me a new machine within a week even though I didn't have the insurance. Truly amazing service and all very friendly.
DJI 回复2025-03-17
Hi there, we appreciate you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
Insta360
DJI | Hasselblad
Store Dji
GoPro
Apple
Anker
EcoFlow
Roborock