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.
To put this in context I am a total newbie to drones.
I bought each of my 2 sons a DJI mini 4k for xmas. Amazon couldn't deliver before xmas so I ordered the drones from DJI online less than a week before xmas and got them, as promised, 2 days later via DHL.
I was so impressed with the 2 minis I bought another one for a friend after xmas via Amazon.
Then I bought myself a DJI min 4 pro from DJI online, and again had it 2 days later.
The quality of these things is superb. No issues with setting them up and getting them flying at all. We bought the DJI care, or insurance, whatever as well.
To date between me and my sons we probably have less than 10 hours total flight time but it's all been perfect. We are flying, for now, at a local RC field where we're sure we are in compliance with local regulations. But hope to branch out.
So, I'm not sure what all the negative publicity is about. Our experiences have been absolutely, 100% positive.
If this changes due to any further events or inter actions with customer service (except for purchases haven't had any) I will update here
DJI 回复2025-01-21
Hi there! We are grateful for your support of our product, we will keep moving to provide more products with good quality and professional customer service.
If you have any further questions or concerns, please do not hesitate to contact our support team.
Normally, my reviews are inspired when I get hold of a bad product. The good rarely gets my praise. Just being honest. When I came across the overall review of this review forum, I was shocked; shocked enough to weigh in if anyone cares to read. I am a DJI drone fan. So much so, that my limited dollars have purchased a great number of drones to include the DJI Phantom FC40, Mavic Air, Mavic Pro, Mavic 2 Pro, Air 3, Mini 4K and soon to be the Mavic 4 Pro...fingers crossed. I do not buy them because of any dissatisfaction. I buy them because they have opened a world of perspective that was not possible before 2013, unless you decided to rent a helicopter and fly over an iceberg with a shoulder-held camera system. The first set Phantom drones were not using multiple satellite constellations. We all got what was called "SA Selected Availability" rather than the "precise" telemetry code. So, the odds of losing your drone were HIGH. However, despite the risk and anxiety, I was hooked. I filmed as much as my 16GB SD card would hold, lol. I went from watching my FC 40 move nearly a 1/2 football field while hovering in place to a drone so accurate and dependable, I could theoretically put the remote on the ground, go pour a cup of coffee, add cream, drink 1/2 of it and return to find the drone in the exact coordinate that I left it. AMAZING! Capturing waterfalls, icebergs, beachfront, real estate, commercial buildings...I am amazed and never take this hobby for granted. Since my first DJI drone over 11 years ago, I have not been disappointed. Nothing comes close for the price, features, form factor, and reliability. Similar capabilities can be purchased but for 10X or more the cost...no joke. Do they spy for China...no proof has been submitted to the public, so forgive my distrust in the government. It does appear a political game of "picking favorites" is at play in order to end the era of "privately owned" hobbyist drones. After all, the only options to meet or exceed DJI drones is well over 30k. I can spend just under 3k and have the features and portability that commercial drone buyers can only dream of. I can't speak to "toy" drones that DJI offers. I am in this hobby for capturing unique perspectives that inspire my creativity. I am happy to entertain alternatives but there are NONE that compare for price, form factor, ease of use, complexity of options, durability, safety, accuracy, warranty/repair options, insane battery life, camera imagery. It is the example of quality and is currently mass market winner among the drone hobby enthusiast
DJI 回复2025-01-20
Hello there! We are delighted to hear about your positive experience with our support team and our drones. Your satisfaction is our ultimate goal, and we are thrilled to know that we can assist you promptly and efficiently.
Thank you for your support of our product, we will keep moving to provide more products with good quality and more professional customer service. If you have any further questions or concerns, please do not hesitate to contact our support team.
Brilliant drones, especially my current Mavic 3 which I can’t fault
DJI 回复2025-01-17
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 Europe customer service: Smooth and Easy Issue Resolution
My experience with DJI Europe's customer service was truly impressive!
I had an issue with my drone, I was initially worried, but after raising the issue with the support team they've handled the issue and it's resolution process efficiently and effectively, making it a good experience. Communication was consistently clear and prompt, keeping me informed every step of the way and all the options I had.
I want to give a special thanks to Tina, whose assistance was invaluable. She was incredibly helpful, professional, and a pleasure to deal with. DJI Europe are very professional and clearly prioritizes customer satisfaction, and it shows. Highly recommend them for their excellent customer service!
DJI 回复2025-01-11
We are grateful for sharing your experience with our customer service. This will surely strengthen our customer relationship with our valued customers. Should you need to contact us for any reason, please know that we are always here to help. Thank you for choosing DJI. Happy and safe flying.
Realy suprising that there is so much negative reviews. I had a problem with my air3s and contacted Dji. They told me to sent the drone to them and when they recived it they will send me new drone. No questions asked. I dont have care refresh. Also they use DHL express so the package arived from Rotterdam to Zagreb in 19hours. Dji support is legendary. This is my first drone so i dont have expirience with drone companies but this expirience was more than great.
DJI 回复2025-01-11
Hello! We appreciate you sharing your thoughts about our service. Your feedback is essential in helping us strengthen our customer relationships and enhance our support for DJI users like yourself. We're excited to have the chance to assist you. Thank you for choosing DJI; we're dedicated to providing you with the best possible experience.
I'm shocked to see such negative comments about this company. I bought a drone with the cover, and indeed needed this having not had the drone long.
I received excellent service, very fast and efficient activation of policy and received the replacement within a week.
I didn't have to wait more than a day for correspondence from them. What a breath of fresh air to actually deal with a company that does what it says, and quickly.
Very happy customer!
DJI 回复2025-01-09
Hi Oonagh, we are delighted to hear about your positive experience with our support team.
We are grateful for your support of our product, we will keep moving to provide more products with good quality and professional customer service. Thank you for supporting DJI.
Hi there, Jules. We are sorry to hear about the situation you experienced. For us to look into this further, please provide your order number.
Thank you for your cooperation, and we look forward to resolving this matter for you promptly!
Update 1.9
Thank you for the information you provided. We have already started to investigate your case with the relevant departments. Thank you for your understanding and patience.
1.11
We are glad to hear that your problem has been solved. If you have any further questions, please feel free to contact us.
I purchased a mini 3 and the fly more combo from them 6 months ago and it all arrived fine and was great to fly. I then got the Osmo Action 5 and also absolutely loved it. Again, no problems. Recently I got the Mic Mini but was disappointed to find it didn't come with a lightning adapter. I contacted support and the sent me a new one which arrived within a week instead of making me pay £19. I am shocked to see so many bad reviews here when they are a truly brilliant company.
DJI 回复2025-01-03
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.
Drone worked great. I have the Mavic Air 2. I've had it for 2 years, was flying a little reckless in a warehouse and basically destroyed it on a wall. Sent it in to DJI and they replaced it with a new one for $60 (I'm out of warranty). Got the replacement a week later. Great customer service.
DJI 回复2024-12-28
Hi Derrick, we appreciate your sharing your experience with our service. Rest assured that we will keep striving to provide even better service in the future. Please don't hesitate to contact us if you have any DJI-related concerns. We're here at your service! Thank you for your support!
3 year old mavic mini 2 pro drone in for repairs without the refresh £116 brand new mavic mini 2 pro sent out in the box 10/20 Dji fantastic customer service
DJI 回复2024-12-27
Thank you for your feedback as it helps us strengthen our customer relationships and continuously improve our service. Thank you for choosing DJI, we're grateful for the opportunity to serve you. Feel free to reach out if you have any questions or need assistance. We are always happy to help!
Thank you for your support and have a nice day ahead!
I recently got the Pocket 3—it’s a great, lightweight camera that perfectly fits my need for easy travel. The image quality is sharp and clear.
DJI 回复2024-12-25
Hello Luca,
Thank you so much for choosing the DJI Osmo Pocket 3! We're delighted to hear that it perfectly fits your needs for easy travel and that you're enjoying the sharp and clear image quality. We greatly appreciate your support and are thrilled to have you as a valued customer. Your support means the world to us.
Wishing you a wonderful Christmas holiday filled with joy and a fantastic New Year ahead.
Best regards,
DJI Support
I crashed my drone into a light pole and applied for a replacement through care express and somehow there was a mix-up as to if it was going to be replaced or repaired so I called DJI support, and they cleared it up nicely. They shipped it out and I got it 2 days earlier than expected!!
DJI 回复2024-12-21
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.
I've owned 4 DJI Drones over the last 5 years. Started with the Mini, Air2s, Mavic 3, Mavic 3 Pro. Never had any issues with flying them around Scotland in my pursuit of photography. No fly aways, no crashes, no drama. I would say DJI produces some quality products that stand the test of time and long may they continue to produce and improve their product line. Cheers.
DJI 回复2024-12-21
Hi, there. Thank you for your support of our product, we will keep moving to provide more products with good quality and more professional customer service. If you have any further questions or concerns, please do not hesitate to contact our support team.
Original**Ordered an item on 9th December, said it would arrive in approx. 2 - 3 days. Item was a present and the last day I could hand the gift over was today (19th December) and still no item. Spoke with DJI on Monday 16th December explaining the situation and they said someone would call me within 24 hours, didn't get a call. Recieved an email this morning (19th December) saying the item would arrive sometime before 24th December. Just out of curiosity, I check the website on Monday 16th December and it still said I could order the item and receive it before 19th December - obviously not. Had no gift to hand to my friend today and still no contact from DJI. The customer chat on the website says its not AI but it seems like it as it cant seem to grasp what I am asking and gives very generic responses.
Had great service in the past and bought multiple items but this will unfortunately be my last
Update 1**Not sure how to respond to DJIs response but my order number is 0448310871160. I have been told on 3 separate occasions that someone would call me in 24 hours but they haven’t.
Update 2** - I am on my 4th promised call back - this one marked as "urgent"
Final update - order received after nearly 2 weeks. Received a £30 gift note but I didn’t want that. I just wanted a simple phone call which I was promised 4 times but never received.
DJI 回复2024-12-19
Hello there, we appreciate you bringing this to our attention. We truly regret any inconvenience you've experienced and want to make things right. To assist you effectively, could you please provide us with any relevant information, such as the order number, so that we can conduct a thorough investigation from our end? Your cooperation is greatly appreciated. Looking forward to your prompt response. Thank you.
Update Dec.20
Hi there, we are sorry for any inconvenience. We'll communicate it to the team to further assist. At the same time, we'll make sure to keep an eye on it. Thanks for being patient.
Update Dec.23
Hello, Michael, we noticed that your order has been received.
If you have any more questions or need further help, feel free to ask.
Repair service is lightning fast. The repair in Europe is a little bit pricey though.
However, I wish every service in Germany would be this fast.
Me sending them an item, them inspecting, repairing and sending back took 7 days!
DJI 回复2024-12-13
Hi Max,
We appreciate you taking the time to share your experience with us. We're pleased to hear that you're satisfied with our service. Your comments serve as a powerful source of inspiration for us to strive for even better performance. Rest assured that we will continue to offer high-quality and professional service moving forward.
Thank you so much for your valuable support and have a wonderful day.
Must be a merry Christmas at dji given a crashed drone sent to dji theyre sending me a brand new one for free
DJI 回复2024-12-13
Hi there, thank you for sharing your positive feedback here.
Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. We will keep providing professional service in the future.
Thanks for your great support and have a wonderful day!
Crashed DJI Neo drone replaced by a new one within 3 working days
I crashed my DJI Neo almost the very first time I used it.
So I decided to send it for repair. The shipping and pick-up service was impeccable and seamless, and DJI paid for the shipping.
I sent it by DHL on a Friday, which means it arrived at the warehouse/ repair station on Monday at the earliest (this was an international shipping). I received a call on Tuesday informing me that I will have a new drone to replace the broken one.
Which was delivered by DHL on Wednesday and so the very next day (again, international shipping)!
This is an unpaired experience and an example of excellence.
Also, I received in total three calls, to update me and follow-up.
DJI 回复2024-12-13
Hi there, thank you for sharing your experience. We're pleased 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!
writing a second review to answer the reply team. the issue I'm having is, I'm aware of your download centre. but when I try do download. there is no button to download. and it says for iOS or windows. no mention to android. its a shame because its honestly not a bad piece of kit. just expensive and no way of using it with android. hopefully we can get another way of communicating.
DJI 回复2024-12-11
Hi Johnny, thank you for bringing this to our attention. We are sorry to hear the feedback. Pertaining to your issue, could you please let us know which DJI Apps that you are referring to ? In the meantime, you may download the DJI Apps from our official website here : https://www.dji.com/downloads. If you would like to contact our online service, you could also visit : https://www.dji.com/support?site=brandsite&from=nav. Looking forward to your reply. Thanks.
Thank you DJI for the resolution, this was a very pleasant surprise. Thanks Eva.
DJI 回复2024-12-10
Hi Laboutine.
We are sorry for the inconvenience. We understand your feelings and will confirm the matter with the relevant departments.
Thank you for your understanding and cooperation.
The quality is above any other civilian drone maker for price theres nothing that holds a candle next to DJI.
DJI 回复2024-12-09
Hi, there. Thank you for your support of our product, we will keep moving to provide more products with good quality and more professional customer service. If you have any further questions or concerns, please do not hesitate to contact our support team.
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