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.
One Month Later: DJI Lost My $4,000+ Drone, Still No Resolution, No Timeline
DJI and FedEx have turned what should have been a simple warranty repair into an absolute nightmare.
All I did was send my DJI Mavic 4 Pro in for a straightforward warranty repair. Instead, I've now been going back and forth with DJI for well over a month with no solution.
Every single time I contact DJI for an update, I'm told the exact same thing: they're waiting for the courier's response. I can't continue waiting forever. They won't even give me a simple estimated timeframe. How is it acceptable for a customer to wait over a month without even knowing if this will take days, weeks, or months?
To make matters even more confusing, one of DJI's own representatives, Rya, previously told me that FedEx had confirmed the package was lost. Yet since then, I've continued receiving emails saying DJI is still waiting for a response from the courier. Which is it? How can I be told two completely different things about the same case?
I've spent thousands of dollars with DJI over the years, and now my drone worth over $4,000 has disappeared during the warranty process. Despite that, my case remains unresolved, and I still haven't been given a clear solution.
The stress this has caused has been unbelievable. I can't even go about my daily life normally because this is constantly in the back of my mind. I did everything DJI asked me to do, and now I'm the one left waiting indefinitely.
DJI, this needs to be resolved now. Continuing to send me the same email over and over telling me to wait for the courier is not a solution. At some point, DJI needs to take responsibility and resolve this matter instead of leaving a loyal customer in limbo.
Case numbers: CAS-35043647-X6J9N2 and CAS-34860032-M9G0C5.
I am extremely disappointed with how this has been handled. If this is how DJI treats customers when something goes wrong during a warranty repair, then unfortunately this experience has completely changed my opinion of the company.
Update – August 17, 2026:
At this point, I have absolutely had enough.
DJI has now given me three different timeframes, and every single one has passed without a resolution. Each time, I am simply told that DJI is still waiting for FedEx and that I need to wait a few more business days.
I have been extremely patient, but I cannot continue being given new timeframes that repeatedly pass with nothing actually being resolved. I wait, the timeframe passes, and then I am given another timeframe. This has become an endless cycle.
I sent my drone in for a warranty repair, and it has now been well over a month. I still don't have my drone back, and DJI still hasn't provided me with a solution.
If DJI continues telling me to wait endlessly instead of actually resolving this, I will have no choice but to escalate this further. If this is not resolved by the end of this week, I will proceed with a formal Consumer Protection Ontario complaint, file a BBB complaint, and reach out to major news and consumer-interest outlets to share my experience and make sure people are aware of how DJI has handled this situation.
I have spent thousands of dollars with DJI and have been more than patient throughout this entire situation. I should not have to keep chasing DJI for answers and waiting for deadlines that repeatedly pass without anything being resolved.
DJI, please resolve this by the end of this week. I cannot continue waiting indefinitely.
⭐ 1/5
I genuinely hope DJI resolves this so I can update this review and finally move on from this situation.
DJI 回复2026-08-07
2026.8.24 Update:
Thank you for your continued follow-up and patience. Our team has also been working closely with the logistics provider to investigate the situation.
Please understand that the outcome of the shipping investigation needs to be based on the findings provided by the courier. At this stage, the most helpful evidence that could allow us to further appeal the result and discuss the case with FedEx would be photos or videos taken while you were packing the shipment. Without such supporting evidence, it would be very difficult for us to challenge the investigation result provided by FedEx.
We sincerely understand your concerns and apologize for the frustration this situation has caused. If you have any relevant evidence or further information, please continue to reply to our email so that our team can review it and continue assisting with your case.
=====================================
2026.8.13 Update:
Hi Abdul,
We’re truly sorry for the prolonged wait and the frustration this has caused.
We understand that this case has taken longer than expected, and we have already escalated and urged the relevant internal team to prioritize the follow-up. Our team is actively working with FedEx to push the investigation forward and move the case toward a resolution as soon as possible.
We know repeated waiting is not the answer you were hoping for, and we sincerely apologize for the inconvenience. Please rest assured that your case is being closely monitored internally, and our Customer Care team will continue updating you through the existing email thread once there is further progress.
Thank you for your continued patience.
=================================
2026.8.8 Update:
Hi Abdul,
Thank you for your update. We completely understand your concerns, especially given the situation with the package, and we also understand that you would like this matter to be resolved as soon as possible.
At present, our relevant team is still waiting for further investigation results. As they previously advised, they will contact you again within 1–3 business days with a further update.
Please kindly keep an eye on your email for their response. We will also continue to follow the progress of the case on our side.
Thank you again for your patience and understanding.
=================================
2026.8.7 Update:
Hi Abdul, thank you for providing the information.
We were able to locate the relevant record using the first case ID you provided, and we have already escalated your concern to our Customer Care Manager. When you have a chance, please check your email for our latest message. Thank you for your patience.
Regarding the second case ID, the record we found does not correspond to the device you mentioned, and the user information also does not match yours. Could you please double-check the case ID and send us the correct one?
Thank you for your cooperation.
==================================
Hi there, we sincerely apologize for any inconvenience caused. Thank you for providing the information, and we have forwarded it to the relevant team immediately for further assistance. Please wait patiently, and thank you for your understanding and support.
I wish I could leave them a zero rating! Worst company and customer service I have ever dealt with ! Drone malfunctioned right out of the box. Contacted customer service and they were nothing short of horrible ! I would discourage anyone from buying a DJI anything. I am so disappointed in this company, they are definitely not the company they are trying to project. I would ever have anything to do with again. Awful experience!
DJI 回复2026-08-07
2026.8.10
Dear Michael, we are truly sorry for all the trouble this incident has brought you.
Regarding your drone issue, our relevant team has replied to you via email. Please check the email content and let us know if you need further assistance. If you accept our solution and want to proceed, kindly reply to this email to contact us. Thank you for your understanding and cooperation.
We apologize again and hope everything goes smoothly for you.
==============================
2026.8.7
Dear customer, we’re truly sorry for your unpleasant‑shopping experience. This is definitely not the service we want you to have.
Could you kindly tell us the specific issue you encountered with your gear, the channel you used to contact our support, as well as any reference number? We will look into your case promptly.
Apologize again for any inconvenience caused.
If you think buying a drone from dji is a good idea, think again. Before you know, it will just take over control and crash by itself. They call it a "flyway case". They will not take any responsibility for that, too bad for you! Hundreds of dollars just wasted, deeply dissapointed, will never buy any other dji product in my life.
DJI 回复2026-08-07
Dear Liebrecht,
We’re sorry for the frustration and inconvenience caused during this process.
Our relevant team has already followed up with you via email and provided the current available solution for your case. To protect your personal information and ensure all details are handled properly, we kindly recommend continuing the communication through the existing email thread.
Please check the latest email from our Customer Care Team and reply there at your convenience, so the team can continue assisting you further.
Thank you for your understanding.
Wow 10 business days to receive an order! And everytime i contact customer service which feels like it is run by 1 person i waited for over an hour! once connected to an agent i was asked if i want to wait another 35 minutes or be contacted back in 24 to 48 hours! what an absolute joke!
DJI 回复2026-08-05
Update: 7 AUG 2026
Dear Customer,
We sincerely appreciate you reaching out to us with your concerns, and we have fully reviewed your order information for you. After verification, we found that your order is a pre-sale order. The estimated shipping date should have displayed at the time you placed the order and within your order details page for your reference.
We are truly sorry for the long waiting time you experienced when using our live chat service. The Osmo Pocket 4P has just been newly released recently, and the overall consultation volume is much higher than we initially anticipated, which caused longer waiting queues. Therefore also resulting in providing an alternative call-back option for customers to prevent waiting on the line. We seek your kind understanding in this situation and we will make improvments on this.
If you have any further questions or need additional assistance, please feel free to let us know. We will be glad to support you.
Best Regards,
DJI Support
____________________________________________________________
We are incredibly sorry to hear about the frustrating experience you’ve had with both our shipping speed and customer service.
Waiting over an hour just to be told to wait longer is absolutely not the standard we strive for, and we completely understand why you are upset. We want to personally look into this and make things right for you immediately. To help us locate your order and contact you directly with an update, could you please provide:
1.Your Order Number (or the email address used for the purchase)
2.Your preferred contact information (phone number or alternative email)
Once we have this, we will check our system right away to see what went wrong and get back to you with a concrete solution.
**★☆☆☆☆**
My experience with DJI Customer Support has been extremely disappointing.
I returned my order using the official DJI return label and provided everything that was requested, including the tracking information and digital proof of drop-off. Despite this, my return has still not been resolved after several weeks.
Instead of receiving meaningful updates, I continue to receive the same generic responses stating that DJI is "waiting for the logistics carrier." My case was even escalated to a Customer Care Manager, yet I still receive no concrete information, no estimated resolution date, and no real progress.
I have fully cooperated throughout the entire process and have promptly provided every document requested. DJI has repeatedly confirmed that no further information is required from me, yet I am still left waiting without a solution.
I understand that logistics investigations can take time, but customers should not be left waiting for weeks while receiving the same automated or generic replies over and over again.
Unfortunately, based on my experience, DJI's after-sales support has been frustrating, slow, and lacking in transparency. I sincerely hope they improve their customer service and communication in the future.
-----------
Order 10288286
DJI 回复2026-08-05
Hello Bülent,
We are truly sorry about the delivery issue regarding your report of the lost shipment. Our senior service manager has stepped in to coordinate your case urgently.
Unfortunately, UPS has confirmed that they are unable to approve compensation for this incident. The relevant logistics investigation results have been sent to your email; please check your inbox for full details.
We apologise for any inconvenience caused. Thank you for your understanding and support.
-------------------------------
Hello there,
We are sorry to hear about the issue you have encountered.
Could you please provide your case number so that we can further check the details and follow up on your case?
Thank you for your understanding and support.
We look forward to hearing from you.
Best regards,
DJI Support
Absolutely fantastic. Can’t fault them at all. I sent my drone for repair and they received it extremely quickly. They were in contact with me every step of the way and then 2-3 days later it was back with me! Couldn’t have been any easier. Perfect! Thanks a lot.
DJI 回复2026-08-04
Hi Tom, thank you for taking the time to share your feedback on our service. Your input is invaluable in helping us strengthen our customer relationships and improve our service for DJI users like you. We are thrilled to have the opportunity to serve you. Thank you for choosing DJI; we are committed to delivering the best experience possible for our customers.
I do like the dji products but you have to Reed this
I do like the dji products, in fact I actually return a insta 360 luna ultra and ordered the osmo 4p.
However even if it shows pre-order, once the order was finalised it said it asked me to pick the delivery date wich I did, I have booked off work to wait for delivery but it didn't come and no updates.
I called the call centre on 08000584109 just to be told, yes is pre-order and you won't have it until mid to end of the month, without even a sorry, then didn't asked if is anything else I need and just said bye and put the phone down.
I work in sales myself but this is a shocking customer service wich drive customer off your business, now I'm very inclined once I receive the item to return it and get back to the insta 360 luna ultra and never use dji again just based on this experience and not the product fault.
Looking at the score on trust pilot I can guarantee you that you loose a lot of customers based of their experience with the customer service and that's a shame.
I hope this is a wake up call to dji uk
Ps:if you want the order number please provide a way of contact
Order number is DJI223222
DJI 回复2026-08-03
2026.8.19 update
Hi there, thank you for your patience.
After confirmation, we confirm that you have received the package. We apologize for any inconvenience caused. Please feel free to reach out if you have any further questions.
Thank you for your support and cooperation.
==================================
2026.8.7 update
Hello Marius,
First of all, thank you very much for your trust in DJI and for choosing the Osmo Pocket 4P.
At present, our relevant team is further verifying your order with the authorized dealer. Due to the exceptionally high demand for the Osmo Pocket 4P, inventory is currently very limited. Both DJI and the dealer are actively arranging restocks and expediting outstanding orders, with the goal of shipping your order as soon as possible.
Regarding the ordering issue you reported, the dealer has confirmed that their ordering page displays inventory status in real time. When stock is unavailable, the page should display a "Pre-order" option. Under normal circumstances, customers can complete a pre-order without any additional actions (such as selecting a delivery date). Since your ordering experience did not match this process, we cannot rule out the possibility of a system issue. We sincerely apologize for the inconvenience this may have caused.
We have asked the dealer to further investigate the issue and optimize the ordering process to help prevent similar situations in the future. In addition, the dealer's representative will contact you directly to provide the latest update on your order and assist you with any necessary follow-up.
If you have any further questions or need any additional assistance, please feel free to contact DJI Support at any time. We will continue to follow up on your case and do our best to assist you throughout the process.
Thank you for your patience and understanding.
==========================================
Hello,
This is DJI Support. We’re sorry to hear about your experience and sincerely apologize for any inconvenience caused. Please be assured that we take your feedback seriously.
To help us further investigate your case and provide appropriate assistance, could you please share your order number with us?
Thank you for your cooperation. We look forward to assisting you further.
Garbage apps the fly app would even work on my dji 2 mini se some bs about image transmission quality. half the setting were removed in the new app so had to install a old version and then the drone worked perfectly. never buying another dji drone
DJI 回复2026-08-02
Hi Jeremy,
We are truly sorry to hear about the frustrating experience you had with the latest app update. We understand your concerns regarding the changes in available settings.
To help us better understand the situation and provide accurate feedback to our development team, could you please provide the following information?
1. If you are using a mobile device with the remote controller, please provide your phone model.
2. The specific app version that gave you trouble
3. The specific settings you mentioned that were removed. Could you please let us know which settings were missing after updating the app?
Any additional details, such as screenshots or videos showing the comparison before and after the update, can be uploaded to the following cloud drive for our further checking.
Cloud Drive Link: https://pan-sec.djicorp.com/s/owN8ySSQY7KJazr
Your support in providing these details would be greatly appreciated and will help us further investigate the issue. Thank you for your support and cooperation.
--------------
8/4 update
Hi Jeremy,
We have not yet received a response from your side, and the information provided is currently insufficient for us to proceed with further assistance.
Please feel free to contact us again in the future if you have any further questions or need support.
Thank you for your understanding.
The worst and most dissapointinge customer service
I have been a loyal DJI customer for years, which is exactly why this experience has been so disappointing.
My DJI Mini 3 Pro didn't crash because of pilot error. It simply flew away during flight. DJI even has a name for this type of incident: a "Flyaway Case." The fact that an issue common enough to deserve its own category exists says a lot by itself.
Instead of standing behind their customer, DJI's response was to offer me a laughable 15% discount on a replacement drone. Calling that "goodwill" is honestly insulting.
What frustrates me even more is how this case was handled. I was told that stock in Australia would be checked so the previously discussed pricing could be applied. After confirming stock was available, everything suddenly changed. Instead, I received vague replies such as "the price might be slightly different." "Slightly different"? The final price was hundreds of dollars higher.
To make matters worse, I found the exact same drone online for around AUD 599 (excluding the battery). Even after DJI's so-called goodwill discount, buying directly from DJI was still more expensive than buying it elsewhere. How does that make any sense? Why would anyone purchase directly from DJI when the manufacturer can't even offer a competitive replacement price?
Throughout this entire process, I felt like I was talking to a brick wall. Generic responses, no real accountability, no willingness to honour previous discussions, and absolutely no appreciation for customer loyalty.
DJI proudly promotes itself as the world's leading drone manufacturer. That's easy to claim when everything works perfectly. The real test is how you treat customers when something goes wrong, and in my experience, DJI failed that test completely.
I expected a company of this size to value long-term customers. Instead, I was made to feel like just another case number. After years of recommending DJI to friends and family, I can no longer do so with a clear conscience.
If this is how DJI treats loyal customers after a flyaway incident, don't expect support when you actually need it. Premium prices, mediocre customer service, and a complete lack of customer care.
Absolutely unacceptable.
DJI 回复2026-08-02
8/7 update
Hi there,
We’re sorry for the frustration and inconvenience caused during this process.
Our relevant team has already followed up with you via email and provided the current available solution for your case. To protect your personal information and ensure all details are handled properly, we kindly recommend continuing the communication through the existing email thread.
Please check the latest email from our Customer Care Team and reply there at your convenience, so the team can continue assisting you further.
Thank you for your understanding.
-----
Hello,
Thank you for your feedback.
We sincerely apologize for the unpleasant experience you have encountered. This is not the level of service experience we aim to provide to our customers.
We take your concerns very seriously. If possible, please provide us with the requested information, and we will work with the relevant team to further assist you in resolving this issue.
Thank you for your understanding and support.
-----
8/5 update
Hi Liebrecht,
We sincerely hope you are doing well.
We would like to kindly follow up with you regarding your case. Our Customer Care Team has already contacted you via email and provided a proposed solution for your consideration.
Please take some time to review the email and reply to our team at your convenience, so we can continue providing assistance and support.
Thank you very much for your time, patience, and understanding.
Ordered mavic 3 pro cine in nov 2025 with 3 batteries. 2 of the batteries arrived dead and unchargeable. Now its august of 2026 with no update after submitting to support. DO NOT BUY FROM DJI!!
DJI 回复2026-08-02
2026.8.5
Hello, so sorry to bother you again.
Regarding this issue, we have not received a reply from you. May I confirm if the problem still persists?
If so, please feel free to share more details, and we will check it for you as soon as possible.
Thanks for your patience and understanding.
===============================
2026.8.3
Hello,
We're very sorry to hear about your experience, and we sincerely apologize for the frustration and inconvenience this situation has caused.
We understand how disappointing it must be to receive two batteries that could not be charged and to have been waiting so long for an update.
To help us look into your case and follow up with the relevant team, could you please provide the following information?
Order number
Case number (if available)
The email address associated with your case or order
Once we receive this information, we will review your case and do our best to assist you in following up with the appropriate team.
Thank you for your understanding and cooperation. We look forward to your reply.
Kind regards,
DJI Support Team
I am extremely disappointed with the launch of the Osmo Pocket 4P.
DJI announced the product as launched, yet it is nearly impossible to buy. Official DJI stores and authorized dealers across Europe either have no stock, only pre-orders, or no clear information about availability. At the same time, social media is full of creators already using the camera, which makes the launch feel misleading for regular customers.
If the product is not actually available in meaningful quantities, please be transparent about it. Publish accurate stock information and expected restock dates instead of calling it a launch when most customers cannot purchase it.
This has been a very frustrating customer experience.
Pretty surprised to see the rating on here. I have an action 4 pro, the charging flap was left open and taken into the water, leaving it unusable. I contacted dji and was sent a qr code to return the camera free of charge for repair. 3 days later i received a brand new replacement. As far as customer service goes i give DJI an 11/10
DJI 回复2026-08-02
Dear Customer,
Thank you for taking the time to share your feedback and for your high rating. We are pleased to hear that you had a positive experience with our repair process and that your camera was replaced promptly.
Providing efficient and reliable customer service is a priority for us, and we sincerely appreciate your recognition of our team's efforts.
Should you require any further assistance with your equipment in the future, please do not hesitate to contact us.
Best regards,
DJI Support
Not the best service but they redeemed themselves...
Originally 1 star with the title AVOID.
I ordered a refurbished DJI Action 5 Pro which showed it was in stock when I placed the order, and it was due to be dispatched the following day. 6 WEEKS LATER after a lot of phone calls and messages I'm now told the item is not in stock and they can't tell me when it will be. Terrible communication and transparency.
I'm extremely annoyed as I passed up on the Amazon Prime deals for this unit and now I won't get a good deal anywhere else.
Order ref 0448182602156
UPDATE (following this review)
I was contacted by DJI Columbia (I live in the UK) who were apologetic and explained the situation well. As a goodwill gesture, they issued me with some DJI credits so I could purchase a new one at a very discounted rate which I accepted. Updated my review but still only 3 stars because the previous service really was terrible sadly and it shouldn't have got to this point.
I will order from DJI again as the new unit came the following day. I'd just be a bit wary of the refurb deals.
DJI 回复2026-07-31
Hi there,
We sincerely apologize for the frustration and inconvenience this situation has caused you. Could you please provide your order number, the name of the retailer, and if convenient, your country/region? Please be assured that we take your feedback extremely seriously, and we are looking into your case for further investigation.
Thank you for your patience.
I have recently purchased a Lito x1 drone.
As a complete beginner I have found the drone extremely easy and safe to use and I am confident to try its many flying features.
I have been in contact with Rosemarie and Atia at DJI customer service in order to set up service insurance and found them to be prompt, helpful and efficient.
I’d certainly recommend this company should you be thinking for joining the drone photography scene.
DJI 回复2026-07-30
Hello there,
Thank you very much for your kind feedback and positive review!
Your support and encouragement mean a lot to us. We will continue to improve our products and services to provide users with an even better experience.
If you encounter any issues or need any assistance while using DJI products in the future, please feel free to contact us anytime. We will be happy to help.
Once again, thank you for your support. We wish you an enjoyable experience with DJI products!
Best regards,
DJI Support
Do no t purchase from i never received the drone I purchased and had no refund or replacement been over a month now and still nothing
DJI 回复2026-07-29
Update：8/20
Hi Daniel,
I am pleased to inform you that I have received confirmation from the relevant team that your claim has been successfully approved.
Once again, thank you for your patience while we worked to resolve this matter. If you have any questions or require further assistance, please do not hesitate to reply to the email.
Best Regards,
DJI Support
-----------------------------------------------
Update 8/3
Hi Daniel,
Sorry for the inconvenience.
We would like to let you know that your case is currently being followed up by our Care Customer Team. To ensure more effective assistance and continuous follow-up, if you have any questions or need further support, please kindly contact the team through email.
Thank you for your understanding and support.
-------
Update: 30 Jul 2026
Hey Daniel, thank you for providing the requested information, please be advised that we are in the midst of investigating your case with the courier company. We also noticed that you case has been escalated to our senior team for handling. We seek your patience while we try our best to expedite whenever possible. Thank you.
_______________________________________________________
Hi there, thank you for contacting us, and we sincerely apologize for any inconvenience caused. We are committed to providing you with assistance and will need to coordinate with the relevant team to further investigate this matter. Could you please provide any reference numbers, such as order number or case ID (CAS)?
We are here to help and will follow up promptly.
Do not contact the Customer Care service, particularly on malfunctioning drones. What I’ve got was nothing than reaests, like flyaway report, serial number and more, including not available in Dji Fly, etc. After you provide all that, a lecture follows on why your drone has no warrantee. And it finishes with an exseptional offer to cash them once again the price of a new drone with a begligible discount. Any expenation about the reason of the makfunctioning - NO, though accepted it’s their fault in the beguining. In two words, even if the malfuctioning is our fault you pay us the price of a new drone and we’ll see what we’ll do after you provide us further info - my address if I’m not wrong.
After two weeks and about a douzen of mails exchanged, toy are becoming and irritating. This is mabbe the 5th time I am describing a rather sinple case like mine. It is about the case CAS-34610489-T9X7P2. After almost 6 months of smooth work my Neo 2 sudeunly and without atny obvouse reason flew away while flying in Follow mode in Bulgaria, Europe, just in front of my eyes. In my opinion it was an obvouse factory malfunctioning as minutes after this incident the Find my Drone link sent me to find it in Lima, Peru. After contacting your customer care I was explained I that thanks to an exceptional favor they make, I should pay once again the price of a new drone with some discount. I find such a behavior arrogant towards your customers. For mor ask somebody at The Customer Care Service presenting himself as Jared.
Dear “Customers To Pay More” service,
I hope your greed, arrogance, incompetence and unprofessional behavior toward customers will fail you persannaly very soon in order to guarantee DJI’s further prosperity.
DJI 回复2026-07-25
2026.7.26
Hi there, this is the DJI Support Team. We are truly sorry for the issue with your device.
Regarding this issue, we check that our team have replied to you via email. We are sorry that we failed to meet your expectations. We suggest you review the proposal outlined in the email to decide whether you wish to proceed with the process.
Please feel free to contact us via email anytime should you have any thoughts. Thank you for your understanding and cooperation.
=====================================
2026.7.26
Hello there, this is DJI Support.
We are truly sorry for the inconvenience you have experienced. We understand how frustrating and disappointing it must be to encounter an issue with your drone and go through a lengthy communication process without receiving a satisfactory solution. This is certainly not the experience we want to provide to our users.
Please don't worry. If convenient, kindly provide us with your case details, and we will assist you with further follow-up and do our best to help resolve the issue as soon as possible.
Thank you for your understanding and continued support.
Mini Pro5 here. The drone decided to fly off at high speed in a random direction. I had to manually get it to return to me, but as soon as o released the control sticks it flew off again at high speed. As a result it hit a power cable and crashed. The repair centre says its pilot error. Then they say they can’t order the damaged parts and it has to be sent for repair. Postage on its own is 8000 Baht (£175) return!! That’s excessive to say the least!! What’s the point in a repair centre if they can’t order replacement parts. I feel they ignored a clear and obvious fault on the drone in order to make me pay for a glitch in the drone. Now I have to wait and find out the extortionate cost of the actual repair. Pretty disgraceful for an international company. Avoid at all costs. Find a non DJI Drone!!!
Update:
reply to Dji:
Case number QT2607220011
I am in Thailand. The drone has been sent to your official repair centre. They have assessed the flight logs and informed me of Pilot error with no valid explanation of why the drone flew off on its own. The drone is now on its way to the factory. the cost of the sewing was extortionate for a simple sending of a parcel two ways.
Update:
Thank you for the response. The mystery depeens. I assure you at no point did I activate cruise control on the remote. However. If it was in cruise control it should have aligned itself with a new course once I tried to regain control of it. It didn’t do that. Once I released the controls it went back to the original heading and flew fast again. That’s shouldn’t be the case if in cruise control. Something isn’t right with what you’re explaining to me as with cruise control if I change direction it should adopt that new direction and speed. That didn’t happen!!
Regards.
30/08/2026
Well 4 weeks after sending the drone to Singapore for repair and I havent heard anything! The Thai repair centre say they will update me but never do.
It’s been 7 weeks since I sent the drone for repair and I’m still no further forward to getting it fixed or even knowing what is happening!!
The whole process has been an utter shambles. I will NEVER buy another DJI product again of this is how you treat people. Totally unacceptable.
Case number QT2607220011
DJI 回复2026-07-23
Hi,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and inconvenience this situation has caused.
We'd like to look into your case further. May we ask if you have already sent your drone in for repair? If so, could you please provide us with your case number (or repair case number)?
Also, could you please confirm whether you are currently located in Thailand?
Once we receive this information, we will coordinate with the relevant team to review your case again and verify the details for you.
Thank you for your patience, and we look forward to your reply.
---------------
7/24 update
Hi Tony,
We sincerely apologize for the inconvenience caused and appreciate you providing the case number.
We have forwarded your feedback and case details to the authorized service center in Thailand for further verification. It may take approximately 2–3 working days to receive an update.
We kindly ask for your patience and understanding while we follow up on this matter. We will keep you updated once we receive further information.
Thank you for your support and understanding.
---------------
7/26 update
Hi Tony,
We sincerely apologize for the inconvenience and frustration caused by this experience. We fully understand your concerns regarding the flight behavior, the repair assessment, and the additional shipping cost involved.
We would like to clarify the details of your case based on the information we have checked.
Regarding the crash incident, we have checked the flight data and found that the aircraft entered Cruise Control mode through the pilot’s operation and remained in this mode until the collision occurred. The incident was caused by non-manufacturing factors. Therefore, the repair needs to be handled as a paid service.
Based on the flight data, the situation you mentioned where the aircraft could not be controlled appears to be related to the aircraft entering Cruise Control mode. The Cruise Control function enables the aircraft to lock the current control stick input of the remote controller when conditions permit.
Regarding the shipping cost, we kindly ask for your understanding that the dealer is assisting with the return shipment and customs clearance process. These procedures need to be handled through a freight service provider, which may involve additional fees.
For the current repair status, the device needs to be sent to Hong Kong for repair due to vision sensor damage. At present, the repair process is pending shipment to Hong Kong.
If you have any questions regarding the repair arrangement or shipping process, we kindly suggest contacting the agent directly for further assistance.
We sincerely appreciate your patience and understanding throughout this process. If you have any further questions, please feel free to contact us.
Thank you for your support.
Avoid at all cost shop for another manufacturer.
Sent DJI Mini 4 Pro off for repair, DJI &DPD have no clue where my drone has gone even though the DJI app shows it being at a DJI service centre and was shipped using the supplied label they have no record of where it’s gone.
Meant to be going away tomorrow morning for a long awaited trip specifically to get some content with the device and they have been aware of this situation for nearly a week and keep getting fobbed off with a further update on 1-4 working days.
Awful customer service and you might as well save your time & breath as your concerns fall on the deaf and unhelpful.
Unbelievably stressful and frustrating situation and ultimately have been left in a position to replace the drone myself at my own cost until they can figure out where it went wrong and what they are going to do about it but they have been awfully unhelpful.
DJI 回复2026-07-23
2026.7.31
Hi there, thank you for your patience.
Regarding your case, our relevant team has provided a solution via email. Please kindly check it at your earliest convenience and share your thoughts with us. Should you have any questions, please reply to the email for further feedback. Thank you for your patience and support.
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2026.7.28
Hello. Regarding your case, we are currently verifying details with the logistics provider. Logistics investigations normally take 7–10 working days. We will keep monitoring the investigation progress and contact you via email with any updates. Please wait for our further reply. Thank you for your patience and understanding.
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Hi there, thank you for contacting us, and we sincerely apologize for any inconvenience caused. We are committed to providing you with assistance and will need to coordinate with the relevant team to further investigate this matter. Could you please provide any reference numbers, such as SN code or case ID (CAS)?
We are here to help and will follow up promptly.
They do not care about the customer. I had a horrible experience with two of their mobile 8 series back to back with the exact same issue of it not tracking my dog on a walk. I own a dog business and i need it to record my walks and stuff but at the slightest speed change that the dog its tracking makes, it completely looses the dog and WE ARE WALKING not running nor sprinting.
DJI 回复2026-07-23
Update: 25 July 2026
Hey Juan!
Thank you for providing the requested information, after reviewing, we noticed that you have already reached out to our Technical Support previously.
We are sorry to hear that you have already returned your device, we understand your frustration and your request for a discount or coupon for you to purchase another product, however please accept our utmost apology that we are unable to fulfill this request at the moment.
If you have another DJI Product or if you require any assistance in the future, please feel free to reach out to us. Thank you for your understanding and for your continuous support.
Yours Sincerely,
DJI Support
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Hello there,
We sincerely apologize for the situation you have experienced.
Could you please provide the device SN and upload a video demonstrating the issue to the following cloud storage link?
https://pan-sec.djicorp.com/s/QNZed3WeagL25Y3
Based on the information you provide, we will further investigate and provide you with assistance as soon as possible.
Thank you for your understanding and support.
Best regards,
DJI Support
Ordered an Osmo Pocket 4 (Creator combo). The ND filter pack that is included in this bundle had TWO ND16 filters. It should contain 1 x ND16, 1 x ND64, and 1 x ND256. I did NOT notice this straight away, and then as it was after 30 days, DJI would not help straight away. After several difficult emails, they agreed to credit me £49 to order another pack of filters. They could not just send me the missing filter!
DJI 回复2026-07-23
Hello there,
We sincerely apologize for the situation you have experienced.
Could you please provide your order number and case number? We will help check and follow up on the relevant details of your case.
Thank you for your understanding and support.
Best regards,
DJI Support
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