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.
I was kept in contact with explained exactly why it wasn't under warranty or repair plan and the whole time I was treated with respect and only willingness to help. Thank you Dji
DJI 回复2024-04-12
Hi Randy. We greatly appreciate you taking the time to share your experience with our service. Rest assured that we will aim to deliver even better service in the future. Please do not hesitate to contact us if you have any DJI-related questions. Thank you for your support.
I am delighted to share my…amazing customer service
I am delighted to share my overwhelmingly positive experience with DJI. Recently, I had the pleasure of ordering a drone from their platform, and I was truly impressed by the efficiency and professionalism displayed throughout the entire process. Despite encountering a defect with my newly acquired drone, my interaction with DJI's customer support, particularly with Zoe, was nothing short of exemplary. Zoe's proactive approach, evident in her daily updates and prompt resolution of my issue, showcased the company's commitment to customer satisfaction. DJI's swift response and dedication to resolving concerns reflect their reputation as a premier provider of drone technology. I wholeheartedly commend DJI for their outstanding service and commendable commitment to excellence.
DJI 回复2024-04-10
Hi there, thanks for sharing your experience here. We are glad to know you are satisfied with our service. Your feedback is our greatest motivation. We will keep providing professional service in the future. Should you have any further inquiries, please feel free to contact us.
Ordered some products but received a very damaged package with missing one product. Directly contacted customer service. They told me not to worry but in the end we have passed more then a month and finally solved. It took long unfortunately but in the ebd they solved the problem
DJI 回复2024-04-05
Hi there, we are sorry for any inconvenience. Could you please provide us with the relevant case number(CAS) or order number to check more details?
Update: Thanks for the information provided. We will forward your concerns to the corresponding team and ask them to reply to your email asap.
Bought a DJI 3 mini (not directly through the shop but still new) researched additional batteries and chargers. Ended up getting them from DJI, fabulous charger, performs even better than I read it did. Fast easy delivery from DJI, also got refresh two year cover (so cant and hope I dont need to use it) Everything arrived quickly and well packaged with a little glider , sweet and a bag, nice touch. SO I can only conclude that so far from my interactions they are a good if not great company to deal with.
DJI 回复2024-03-26
Hi, Brian. Thank you for the kind words. As always, these are our collaborative efforts in positioning DJI to its global product standards in providing close to perfect customer satisfaction. Our hearts are full of your comments.
Thank you for choosing DJI.
I purchased my Mini 2 from CeX UK. I mistakenly flew it into a wall and broke the camera gimbal which would not keep horizontal. Used the care service which I signed up to when logging into the app for the first time, not sure if this was because the previous owner hadn't signed up.
Sent to DJI Netherlands and had a repaired Mini 2, boxed and looking fresh, sent back within 2 weeks!
Working wonderfully again. Very greatful to DJI Netherlands for their wonderful turn around time and recommend the care warranty you can purchase!
Thanks DJI
DJI 回复2024-03-25
Hi, Rob. Thanks for sharing your feedback with our service. This will surely strengthen our customer relationship and foster advancement in customer service between our DJI customers. We're glad to be of service.
Thank you for choosing DJI.
Spent €3600 on 2 drones 2 years ago and now when I try to trade in and upgrade I’m told it isn’t possible in my country (Ireland)
And that they respectively worthless!
Bad investment
DJI 回复2024-03-21
We regret to learn about your situation. We understand the difficulties you've encountered and are dedicated to resolving them. We would like to further investigate this matter to find possible solutions. If you have previously reached out to us, we kindly ask for details such as the contact point and the ticket number to assist us in addressing your concerns effectively. Please feel free to contact us so we can work together to achieve a positive resolution.
Had a drone stolen, all the tech and ridiculous signing you out after 3 months and they cannot even block your drone? Yet a £200 Garmin mini can be blocked no problem. Also getting the care refresh changed to the new drone was so much trouble I gave up, it was wasting more of my time than the value of it.
DJI 回复2024-03-20
We're very sorry to hear about your feedback. With this, may we confirm if you've contacted our team? We'd like to help you in any capacity and the need to communicate with the relevant team to further look into this matter. Kindly provide any reference ticket/case number (CAS), Ollie. We're always here to help.
One of the best tech company. Very fast service and shipping,extremly fast in EUROPE.
Glad i started my drone hobby with this company. Thank you very much!
DJI 回复2024-03-13
Hi, George. We thank you for taking the time in sharing your feedback with our service. As always, should you need to contact us for any reason, please know that we're always here to help. Thank you for choosing DJI.
Horrible return service, contacted customer service 10 times and still no solution
Asked for a return on the 6th of March. Didn’t receive the return label. I’ve contacted their customer service 10 times already (live chat, call,…) and every time they promise me to send a return label within 24 to 48 hours and I received nothing. There is nothing wrong with my mail, and there was nothing in my junk or spam mail. When I ask to speak to someone from the return department, it’s never possible. I’m sick and tired of their bad service. Return case nr CAS-15864075-H6N1T9. Maybe this return will finally change something…
Update 1: I got the return label a while after this review. Customer support contacted me and apologized for the inconvenience. I hope the return process will go smoother.
Update 2: return process went very fast. Same day the package got delivered I got a confirmation of accepting the return & the next day I got my money back.
Thank you for the always professional and kind customer service. I really appreciate it.
DJI 回复2024-03-12
Hi there, sorry for any inconvenience caused. Regarding your feedback about this case, we've checked your case number, and we will forward it to our relevant team for your attention. Please keep an eye on the update, we will also keep following your case until all is sorted.
Update： I see you have received our mail this morning, please send it back as soon as possible, we will help you deal with it as soon as possible. Thank you.
Update 2: Please rest assured that our team will follow up on it. We will also keep an eye on your case. If there is anything else we can help you with, please feel free to contact us.
Update 3:We are glad to hear that your issue has been resolved and we will continue to improve our services. If you have any further questions or concerns, please do not hesitate to contact our support team.
Update 4: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. We wish you a happy life！
I have a DJI mini 3. Within the first year one of the elastic bands holding the gimbal in place came loose. I sent the drone from the UK to DJI in the Netherlands and I am extremely impressed with their service. The drone was fixed within 7 days and I expect it back before the weekend.
The is it the email I sent them....
Wow thank you. This is the sort of customer service and value I love! I’ve always said if my drone dies I’ll buy another tomorrow.
When you receive this sort of customer service I would be daft to go anywhere else.
Very impressed and thank you.
With thanks
Tom
DJI 回复2024-03-12
Hi there, thanks for sharing your experience here. We are glad to know you are satisfied with our service. Your feedback is our greatest motivation. We will keep providing professional service in the future. Should you have any further inquiries, please feel free to contact us.
Update: 01/03/2024
DJI called me to advise that they have reviewed my case again, they have agreed to honour the warranty repair on my Mavic, increasing stars to reflect this.
Original Review 29/02/2024
Absolutely appaling after sales service. The warranty offered by DJI is worthless.
My £1850 Mavic 3 Pro did a fly away and eventually had a collision breaking one of the arms. The aircraft was completely unresponsive to my attempts at braking.
DJI reviewed previous flight logs and focused on a flight log 2 weeks prior to this, accusing me that the damage had occured then and that it was my fault. This incident occured when I was catch landing the aircraft and caught a propeller, I did catch the drone and there was no collison or damge to the aircraft.
If DJI had bothered to review all the following flight logs they would see that I'd had successful flights following this, so how could I do that with a broken arm.
I've called DJI each day for a week to contest this and the only response I get is wait 24 hours for an update, which never arrives. They just sent me the same quotation asking for payment as it's my fault.
The fault was clearly a software error, having reviewed the flight log myself it lists the aircraft as not in flight but with a recorded speed of over 11 mph.
Case ref: CAS-15651673-M2Z7P3
DJI 回复2024-02-29
Hi there, sorry for any inconvenience caused. Regarding your feedback about this case, we've checked your case number, and we will forward it to our relevant team for attention. Please keep an eye on the update, we will also keep following your case until all is sorted.
The products Dji makes are always good and innovating. Im looking forward for a dedicated hybrid full-frame camera from DJI. Im convinced they will enter this market sooner than later and start a competition with Canon, Sony and Nikon. Every interaction with customer service is always excellent.
Keep up the good work DJI!
DJI 回复2024-02-20
We are grateful for sharing your support of our product and 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.
Dont bother with them, these are well over priced rubbish. Ive bought 2 in a year, first one was lost and rebought another assuming it was my error, and this one has nothing but gimble issues, 500£ plus now pro4 is out for nearly £1,000. Budget drone they say. My £50 one was better than these, Not happy
DJI 回复2024-02-12
Hi Steve, we are so sorry for your unpleasant experience. Could you please provide more details about the gimbal issue? If you have a case before, please provide us with the case number, and we will help to check on it and do our best to help.
Update: Thanks for providing the information. However, we'd like to confirm if you reached out to our phone, chat, or email support team? We've checked using the information you provided and found no results. We would appreciate if you will share to us any case (CAS) or ticket number for reference. Looking forward to help.
Unfortunately my drone had a flyaway. Fortunately I had DJI Care. Still, I never used the service and I was convinced that my inexperience could have led to the drone loss. So I contacted DJI support that told me to create the flyaway case. I told them I would like to know what happened and they requested me to send the flights data and the screen video recording (I advise everyone to always record the screen while flying) for them to analyze for free. I got a reply half a day after my submission. According to the records they didn't saw any mistake from me and informed me that it would be a warranty issue. So I would get a free replacement under warranty. They also offered me a Samsung pro 256GB micro SD card to compensate the loss of mine. I had doubts and they replied to my emails always in the next 24hours. Meanwhile a few days passed since I was supposed to receive the tracking information and I get a call from NL, from DJI. They were calling me to say they were sorry but they had stock shortage and my drone was only be shipped the next day. This was just a 2/3 day delay. And they sent me an extra battery!
Following this experience, I can only thank them for helping me, understanding my loss, and trying to compensate me...
DJI 回复2024-02-07
Hi there, thanks for sharing your DJI Customer Service experience here. We are glad to know you are satisfied with our service. Your feedback is our greatest motivation. We will keep providing professional service in the future. Should you have any further inquiries, please feel free to contact us.
Idk what people are yapping about, dji is the best. Find me a better drone company and I'll give you $100 (jk)
Yes it is a premium brand and you will pay for it, but there is nothing that comes close to them which is why they have like 50% of the whole drone industry
(I've had thousands of dollars worth of dji)
DJI 回复2024-01-25
Hi there. We are grateful for sharing your experience with our service. This will surely strengthen our customer relationship and foster advancement in customer service between our DJI customers. We're glad to be of service. Thank you for choosing DJI.
Complicated returns process. Given 2 weeks to return and then given the wrong returns label to return. Attempted to set up a UPS return but returns address would not work. So essentially missed the returns deadline and then unable to get through via chatbot or in person. I was contacted several times during the return window and asked to give feedback but once return closed, impossible to get through.
In answer to your question: I selected to return via Royal Mail, but was given ups label. I set up an ups account, which would not accept the returns address on returns label that was provided.
I received a voicemail yesterday from DJI stating that I have been emailed another returns label. But I have not recieved it. Can you advise please?
Thankyou for making contact and sorting out this return. I can confirm that I have received a full refund. A better explanation of the returns process, perhaps a returns information tab on your website may be a solution.
DJI 回复2024-01-21
Sorry to know about the inconvenience this has caused. We'd love to help and take necessary actions in resolving the matter. Could you please provide any reference ticket, case number (CAS)? We'll make sure to keep an eye and communicate it to the team. Looking forward to your response.
Update: Thank you for getting back to us, we will check out your case and provide an update to you as soon as possible. Thank you for your patience.
Update 2: Hello there, we confirmed with the corresponding team, the shipping address on the shipping label we provided is correct. Could you please tell us the details of the issue when you tried to ship the unit? Thank you very much.
Update 3: Thank you for your reply with the details, we are sorry that a shipping label for Royal Mial is not available on our end.
Regarding the shipping label, you can just download the shipping label PDF we provided on the email, and take the package to UPS store to ship the unit. Please let us know if it does not work, thank you very much.
The drone is great. They are a really good drone company. Customer service/DJI Care Refresh not so good. The policy is that after you active the drone you have 48 hours to get the Care Refresh. I activated the drone on 12/24 and tried to purchase Care Refresh on 12/25. Probably less than 24 hours since activation. I called customer service. They confirmed that I was correct and told me they didnt know why that happened. Admitted fault, but still asked me to upload video and just a bunch of hoops as if it was my fault their system is crap. Disappointed and not impressed with the company. I guess I dont really need the refresh so thanks for saving me $125. Skydio might be my next purchase.
Just another update: DJI Customer service and their processes are incompetent. It was well over a month they responded with one of the their form letters. "We have tried to contact you, but you have not responded...etc" There was never any contact attempted. I am just shocked at how bad their Customer Service is messing this all up. I guess I would have accepted a message that says we screwed up .. but we dont care and you're crap out of luck. But they cant even say that. Its comical. DJI You need to find a better process for managing your .. AfterCare program.. and while you're at it .. maybe find some new policies and procedures for customer complaints.
DJI 回复2023-12-28
Hi, Landy. Apologies for reading about this issue you've encountered and for any inconvenience caused. May we confirm if you already have a ticket number or reference number regarding the concern? Rest assured that we'll communicate it to the team to further assist regarding the matter. Looking forward to your response.
Update: Thank you for your reply. We are confirming with our related teams. Should there be any updates, we will get back to you.
Update 2：Hello, sorry for the long waiting time. Your case has been checked and our support will call you soon. Please pay attention to your inbox and phone calls.
Have few devices from DJI. Had an accident with my drone, so to get replacement was easy and hassle free.
My recent purchase of Osmo3 had shipping issues as DHL lost it, so replacement was sorted out very quickly and customer support was really helpful and upfront with me.
DJI 回复2023-12-21
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.
DJI camera drones and customer support HIGHLY RECOMMENDED!
I’ve been flying DJI drones for a while now and really enjoyed the flight experience and camera quality. Two times I’ve had problems with two of my drones. First time the drone did not respond to the controller and crashed in water. DJI checked the flight logs and found technical failure. Immediately provided a replacement drone! The other time I was careless and crashed completely due to my own fault, so I decided to use my DJI care refresh insurance. Painless procedure, excellent costumer service the whole time and really quick delivery all the way from Netherlands to Norway. All in all nothing but positive experiences with the equipment and costumer support. If only more companies were of this quality! Highly recommended!
DJI 回复2023-12-19
Hi Vidar, we appreciate your time sharing your experience with our service. Rest assured that we will keep providing better service in the future. Please feel free to reach us if you have any DJI-related concerns. We're happy to help. Thank you for your support!
I actually love droning for fun but the mini pro 3 and the mini se I have give me the irrits when they come up with " server error, try again in a while" and you spend the rest of the day frustrated to say the least, I have been on the verge of smashing mine so if anyone else gets this let me know, great drone when it works
DJI 回复2023-12-16
HI there, sorry for the inconvenience caused. Have you tried to switch another network (Wi-Fi or Hotspot) and try to see if any help? Also please make sure the firmware version of device and controller are the latest. Please try and keep us update, thanks.
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