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.
Still waiting over a month for lost DJI Care Refresh drone
I have always heard good things about DJI, but my recent experience with their support and courier handling has been very disappointing.
I sent my drone to DJI under Care Refresh for repair. Unfortunately, the courier company handling the return appears to have lost the parcel. I was informed that the driver collected my package but incorrectly marked it as “nothing to collect” on the system, and the parcel has since gone missing.
I contacted both the courier company and DJI immediately. I was told that DJI would begin an investigation, which they did. I was first asked to wait 14 working days, and after that period I was then asked to wait a further 4–6 working days. It has now been over a month since the issue began.
While I acknowledge that communication has been ongoing, the situation still has not been resolved and I am left without my drone or a refund. During this time, I have also experienced financial losses and other inconvenience as a result of not having the device.
At this point, I feel stuck in an ongoing cycle of waiting with no clear resolution timeline. I understand investigations take time, but the lack of closure and the continued delays have been very frustrating.
I hope this can be resolved properly and fairly, but my experience so far has been extremely disappointing.
DJI 回复2026-06-27
Hi there,
We sincerely apologize for this highly frustrating experience. Reading your post, we completely understand your disappointment. Waiting over a month without your drone, a refund, or a clear resolution is definitely not the standard of service we strive to provide.
Dealing with courier claim investigations—especially when a driver incorrectly marks a package as "nothing to collect"—can unfortunately be a lengthy process. However, you absolutely shouldn't be left stuck in a loop of waiting, especially when this is causing you financial loss and inconvenience.
We want to get this sorted out for you as soon as possible. Could you please send us your Case Number (usually starting with CAS) or your RMA number?
We are committed to making this right for you. Looking forward to your message.
--------
7.9 update
Hi Mohammed,
We hope this message finds you well.
Please rest assured that we take your case very seriously and have already forwarded it for further follow-up. Your case is currently being handled by our dedicated Customer Care Team, and they have already replied to you via email.
We kindly recommend continuing to monitor your email inbox for any further updates or requests for information from the team.
If you have any further questions or concerns during the process, please feel free to contact us again. We will be happy to assist you.
Thank you for your understanding and support.
Due to a courier company losing my drone i had to deal with DJI. The parcel was taking longer to be found so a replacement was sent in advance from DJI. I have faith in company
DJI 回复2026-06-25
Hey Russ! Thank you so much for your kind feedback! We truly appreciate your trust in DJI. It’s our top priority to provide reliable support and solve issues for our users as quickly as possible. We will keep improving our service to bring you a better experience! Please feel free to reach out to us if you require any further assistance and we are more than happy to help! Thank you and wish you a great day ahead!
The cover was open on my DJI OSMO 4 camera over a year old. May have been a fault or was my fault. Anyways sent it in and they repaired for free. Can't fault them they could have easily rejected it.
Thankyou
DJI 回复2026-06-24
Hello Hadleigh,
Thank you for your kind words.
We are truly delighted to hear that your experience with our service was a positive one. Feedback such as yours is greatly valued, as it encourages us to continually raise our service standards and improve the overall experience for all of our customers.
Thank you sincerely for choosing DJI, and should you require any assistance in the future, please do not hesitate to reach out.
Updated answer on 05/07/2026
Eventually, after lot of chasing and back and fourth I have received my replacement, although I have lost 3 clients jobs and 1.5 months without drone.
As of today mistery remains and I start fresh with a drone from DJI. DO NOT BUY RECONDITIONED OR REFURBISHED DRONE FEOM AMAZON ( NOT WORTH THE SAVING AND RISKS )
———————
Case number: CAS 33606438.
Aircraft Error Code 30671, mid-flight, clear conditions, no collision, 53% battery, full GPS lock. DJI's analysis changed three times in six weeks — Auto Landing, then a stick command that's physically disabled on my unit, then Auto Landing again — and a different customer's drone report was attached to my case by mistake.
DJI's own Customer Care Manager called me and promised a free replacement in 5–7 days. It has been 45+ days. The current excuse is a binding issue DJI's own technical team caused — after two staff members confirmed in writing it would never block my claim.
I run an agency partnered with Italy's leading wedding-industry platforms. I have documented emails and inquiries showing direct, dated business impact from this drone's loss and this case's delay — this is not a hobby complaint, it's lost professional work with a paper trail.
I also reached out to DJI's own marketing team with a legitimate brand collaboration proposal. No response. Support stalls, marketing stays silent — same company, same pattern.
Full documented timeline, screenshots, and every email are public. I work in SEO and digital visibility professionally, and I will ensure this case is easy to find for anyone researching DJI's warranty process before they buy.
I'm giving DJI until 23 June 2026 to resolve this in writing with a tracking number. After that, this goes to EU consumer authorities and stays permanently public.
Case number: CAS 33606438
DJI 回复2026-06-21
2026/6/26
Hi Lükas,
Sorry to bother you again. We’d like to share a quick update that your case has now been shipped 🎉 Please kindly keep an eye on the tracking information and make sure to receive the package in time. If you have any questions, feel free to reach out anytime. We’re always happy to help.
Also, we have a small favor to ask—if you feel comfortable doing so, it would mean a lot to us if you could consider updating your post to share your experience with our support. This could really help other users who may be facing similar situations understand what support options are available and where they can turn for assistance.
Thank you very much for your understanding and support.
----------
2026/6/25
Hi there, thank you for your patience.
We have forwarded your case to the relevant team to arrange the next steps as soon as possible. Please kindly keep an eye on your email inbox for the latest updates and further instructions.
Thank you for your understanding.
======================
We’re sorry to hear about the issue with your drone, and we understand the inconvenience this may have caused. We’d really like to help check the status of your drone and follow up on this matter for you. Could you please provide your case number so we can investigate further?
------------
6/22 update
Hi Lükas,
Thank you for providing the information. We have noted that this case is already being handled by the DJI Care Customer team, and we have once again forwarded it for further verification.
We kindly ask for your patience, as an update is expected within 2–3 business days.
Thank you very much for your understanding and support.
Review HeadlineAvoid DJI! Nightmare Customer Service and Overpriced Gear
ĶReview Headline: Avoid DJI! Nightmare Customer Service and Overpriced GearI have never experienced a company that works so hard not to help its customers. DJI’s customer service is an absolute joke, and their products are no longer worth the premium price tag.Save your sanity and your money. Here is why you should stay far away:Overpriced for the Quality: Their microphones are massively overpriced compared to other high-quality options on the current market. You are paying for a brand name, not superior performance.Hours of Wasted Time: I wasted over 10 hours of my life trying to make a brand-new, faulty product work out of the box.Copy-and-Paste Support: When I finally gave up and contacted support, I spent 1.5 hours arguing with an absolute moron. They did not read my messages and only responded with scripted, copy-and-pasted nonsense.The "Escalation" Trap: When you ask for a manager, they escalate your ticket to "Mary." Mary is clearly just another AI bot. She will bombard you with paragraphs of copied garbage until you literally lose the will to live reading it.Crucial Warning: If you absolutely must buy a DJI product, ONLY buy it on Amazon. Dealing with DJI directly for a return or exchange is impossible. Amazon is the only reason I got my money back. DJI direct support is a black hole designed to make you give up.See the BS copy and paste replies below.
DJI 回复2026-06-17
28 June 2026 Update：
Dear Customer.
We would like to clarify that our team has previously contacted you via email regarding this case and requested the necessary information so we could further verify the issue and provide proper assistance. However, we have not yet received the required details for further troubleshooting.
Please understand that if you would like to request a return or refund for an order purchased from Amazon, we kindly suggest contacting Amazon directly for assistance, as the order and return process are handled by the original purchase platform.
If you still needs support from DJI, such as troubleshooting guidance or service assistance, you are welcome to reply to our previous email or contact us again at any time. We will be glad to continue assisting based on the information provided.
Thank you for your understanding.
————————————————————————————
Hi Steve,
As we have not heard back from you, please be advised that our senior team has reached out to you via email, please rest assure that our senior team is handling your inquiry and we hold great importance regarding your feedback. Should you have any concerns please feel free to reply via the email thread. Thank you!
Sincerely,
DJI Support
———————————————————————————————
Hello, this is DJI Support. We are sorry to hear about your experience and truly regret any inconvenience this has caused. We take your feedback seriously and would like to look into this further for you.
To assist you more effectively, could you please provide your product’s SN (serial number) or any case number from your previous contact with DJI support? Once we have these details, we will review your situation and do our best to help resolve it as quickly as possible.
This has been one of the worst customer service experiences I have ever encountered.
I returned a DJI Mavic Pro drone using the return label provided by DJI, but the parcel appears to have been lost. Despite contacting customer support multiple times, I have received no meaningful assistance or updates.
On three separate occasions, I was told to wait 48 hours for a response. Each time, no one contacted me, and I was forced to chase the matter myself. The lack of communication, ownership, and follow-through has been extremely frustrating.
If I do not receive a meaningful update and resolution soon, I will have no choice but to escalate the matter with my bank.
Order Number: 0440183608193
Case Number: CAS-33308801-T6K4QT
Based on my experience, I would strongly advise others to think carefully before purchasing from DJI.
—————————Update ———————-
DJI has let me down once again. I was told to expect an update within 24–48 hours, yet it has now been over four days with no communication or progress. The lack of transparency and failure to meet their own commitments is extremely disappointing. Based on my experience, this is not a company I would recommend purchasing from if you value reliable customer service and timely support.
———Update 24.06————
I received an email requesting images of the goods, despite already being well into the refund process. I do not understand why this information is being requested at this stage, and it feels more like a delay tactic than a genuine attempt to resolve the issue.
I only followed up because I had been told to expect an update within 3 business days, but that timeframe came and went without any meaningful progress. Instead, I was met with further requests and delays.
This has been one of the most frustrating companies I have ever dealt with. The constant back-and-forth and lack of clear communication have left me with little confidence that my refund will actually be processed. As a customer, it feels like I am simply expected to keep waiting indefinitely while the company continues to delay resolving the matter.
Based on my experience, I would not recommend this company. Avoid!!!!
-------------Further Update ---------------
Dji today had the audacity to ask me for POP again, when there is clear acknowledgement from them they have received this on 17th June. Yet again showing their incompetence and using a delay tactic which has failed. I will be escalating to the bank if nothing gets resolved by today
———————-25-06—————
Still Dji have been able to provide me with a proper update. It’s evident they don’t have a clue what’s going on
DJI 回复2026-06-16
Hi Abubakar,
We hope you have been doing well.
If you have any further questions or need any additional assistance in the future, please feel free to contact us at any time—we are always here to help.
We also have a small favor to ask—if you feel comfortable doing so, it would mean a lot to us if you could consider updating your post to share your experience with our support. This could really help other users who may be facing similar situations understand what support options are available and where they can turn for assistance.
Thank you very much for your understanding and support.
-----------
6.30 update
Hi Abubakar,
We noticed that the refund for your order has been successfully processed, and when you receive the refund depends on how soon your bank credits the refund to your account.
Thank you for your understanding and support. If you have any further questions, please feel free to contact us via email at any time.
Have a great day!
----
6.27 update
Hi Abubakar,
Hope you’re having a great weekend.
Please kindly understand that your case is still being processed. Due to the weekend, it may require an additional 1–2 working days for updates to be shared. We really appreciate your patience and support.
---
6.25 Update
Hi Abubakar,
Apologies for the delay, our team has dropped you an email, we understand your frustrations and we are communicating with various departments to reach a solution for you. Meanwhile, the investigation is still going on, as case like this would require us to also combine the investigation with external shipping company, we seek your understanding that we have been pushing and expediting whenever possible for you.
In the meantime, we seek you patience and understanding while we investigate. Thank you.
Yours Sincerely,
DJI Support
————————————————————————————
6.22 update
Hi Abubakar,
Sorry to bother you again. Our relevant team has already contacted you via email. When you have a moment, please kindly check your inbox and provide the requested information so that we can continue assisting you.
Thank you for your cooperation and support.
------
6.21 update
Hi Abubakar,
We sincerely apologize for the delay and for the frustration this situation has caused you. We fully understand your concerns.
Please rest assured that your case is still actively being worked on in close coordination with our partner carrier and our internal team to obtain a clear update on the status of your return package.
As the case is currently still over the weekend period, there may be some delay in response. We have also already forwarded your case again to the relevant team to push for the latest progress. We kindly ask for your understanding, and please note that an update is expected within 1–3 business days.
We truly appreciate your patience and support.
I sent my DJI Inspire 3 for DJI Care Pro Maintenance program on May 11th. Technician by phone call promised replacement by May 18th. It’s now June 10th with no drone.
Only automated responses to my emails. No real person involved, no concrete dates, no solutions. I have no idea how to recover my drone. Filing formal complaint with DJI Europe and consumer protection authorities.
I’ve invested EUR 50,000 in DJI equipment and EUR 5,150 in Care plans over 3 years. This is their response to loyalty, delays and excuses.
Don’t trust DJI Care Pro for professional work.
My case number: CAS-33088374-P8K6L2
DJI 回复2026-06-16
18th June update:
Hello Krystian Dąbek,
Hope you are doing well.
Our highest-level department has prioritised your case accordingly and has already reached out to you via email with the relevant resolution. Please kindly check your email at your earliest convenience for the latest update regarding your case.
Thank you for your understanding and continued support.
----------------------------
Dear Customer,
Thank you for providing the case number CAS-33088374-P8K6L2 and sharing the details of your experience.
We sincerely apologize for the delay and for the frustration and uncertainty this situation has caused. We fully understand how concerning it must be to be without your Inspire 3 for an extended period, especially when it is used for professional work and after you were given an expected replacement timeframe that has not been met.
We also appreciate your long-term support of DJI and the significant investment you have made in DJI products and service plans over the years. We understand your disappointment regarding the current handling of the case, and we regret that your experience has not met your expectations.
Thank you for bringing this matter to our attention and for providing the relevant case information. We will escalate your feedback and case details to the appropriate team for further review and follow-up. We will also urge the responsible team to investigate the status of your case and provide updates as soon as possible.
We appreciate your patience and understanding, and we remain committed to assisting you in resolving this matter.
Kind regards,
DJI Support Team
further to my unusable drone because of the internet design of the drone.. dji have replied on this platform asking me questions and to respond to them.. then accused me of no response.. they must be 12 year olds as there is no link or info to send a response to.. could you get more stupid.. this shows there is no intention of helping or giving answers.. and no im not giving them details of my drone that they did ask for.. for fear of them deactivating my drone.. they gave a link here on trustpilot for me to put a video in but that dosnt help with any sort of communication.. and the response asked for by them..[ edit/update ]... a response below... they ask me to provide certain info.. however provide it where, how.. after ive just said there is nothing to communicate to.. this is called the run around.. there is no help.. new update.. 22-6-26 below dji have written here again and still no where to reply to.. this outfit is showing a high level of incompetence
DJI 回复2026-06-15
2026.6.17
Hi there,
Thank you for reaching out to DJI Support.
We have tried to contact you several times and requested some relevant information, but unfortunately, we have not yet received your reply.
If you still need assistance with this matter, please feel free to let us know and provide the requested information. We will be more than happy to continue assisting you.
Thank you very much for your understanding and cooperation.
==============================================
2026.6.16
Hi there,
We have not yet received the SN and case number required for us to proceed further. Could you please kindly provide these details at your earliest convenience?
We will be standing by and ready to assist you as soon as we receive the information. Thank you for your cooperation.
=========================================
Dear customer,
First and foremost, we sincerely apologize for the frustration and the confusing communication loop you’ve experienced. It was never our intention to make you feel accused or ignored. Trustpilot is a review platform rather than a direct messaging system, which is why back-and-forth communication here can be difficult and why a direct reply link wasn't available. We take full responsibility for that poor experience.
We’re very sorry to hear about your experience, and we sincerely apologize for the frustration and inconvenience this has caused.
We would still very much like the opportunity to understand your situation better and see whether there is anything we can do to assist. If you are willing, could you please share a bit more information about the issue you are experiencing with the drone?
If possible, please provide:
the model of the drone
a brief description of what happened / what makes it unusable
and if you are comfortable, the serial number (SN) or any case number you may already have
Please do not worry — we are asking for this information only to better understand the situation and try to assist you further.
Thank you for your time, and we will do our best to help.
Even tough my Osmo5 camera which I ordered on DJI website never arrived (DPD messed up) I'm giving DJI 5 stars for the customer service which is outstanding and the products are premium quality. I'm based in the UK and so far my experience with DJI has ben very positive. I now own NEO2 and OSMO5 and will be looking to add some of their new gadgets to my inventory in the future
DJI 回复2026-06-12
Hi Gytis,
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.
We’re also very sorry to hear that your Osmo Action 5 Pro order hasn't arrived. If you still need further assistance, please kindly provide your order number so we can look into the situation and check whether any support can be offered.
Thank you very much!
--------------------
6.14 update
Hi Gytis,
Sorry to bother you again. We hope that you have already received the device and that everything is working well.
Should you have any further questions or need any assistance in the future, please feel free to contact us at any time.
Thank you for your understanding and support. Have a wonderful weekend!
DJI are not interested in aftersales support - Very poor
I’m extremely disappointed with DJI’s handling of my issue. Despite multiple apologies, they have failed to offer any practical resolution. I purchased the product on the understanding that it came with a worldwide warranty, only to discover that support is limited by region—something that was not made clear at the point of sale.
This was bought at an international airport, where products are specifically marketed to travellers and typically expected to include international support. Clearly, that is not the case with DJI.
DJI also continue to hide behind excuses about their retail arms being “separate” to online, but that is not the customer’s problem. Their internal structure should not result in customers being left without support — yet that is exactly what has happened here.
Being told to return the device to the original retailer in South Korea, when I live in the UK, is completely unrealistic and shows a lack of consideration for customers.
In effect, I paid full price for a product but received no meaningful support where I live. This falls far short of what was promised and leaves me feeling misled.
These experiences appear to be consistent with other reviews of DJI, which are worth taking seriously when considering spending significant money on a product that may come with sub-standard, or even non-existent, support.
Overall, the experience has been frustrating and disappointing, with poor customer service and no effort to provide a fair or reasonable solution. My DJI product is still sealed in brand new condition without any warranty. How bad is this…..
Case Ref as requested. And please don't try to drag this out like the other cases and waste my time further. I am looking for a credible resolution. You have all the facts and I have your standard response multiple times.
Re:[## 10165969 ##] DJI Customer Care Team CAS-33685022-C9V7T3
15/06/26 - Still nothing back. My 30 day return policy ends on the 17th June26. Are you waiting for this day to pass by to tell me my brand new device without warranty cannot be returned?
15/06/26 - Reply from DJI.
Thank you for providing the receipt and sharing your perspective with us. It is my great pleasure to continue assisting you with this matter.
We have contacted the offline retail store in South Korea regarding your situation. However, we sincerely apologize that we are unable to provide a return or refund solution for this transaction. As the offline retail stores and the DJI Official Online Store operate on completely independent systems, we do not have the authorization to process returns or manage internal financial transfers for products purchased through independent offline channels.
We deeply regret that we cannot meet your expectations regarding this request. Please be assured that if you decide to use the device and encounter any situation requiring after-sales service in the future, we kindly ask that you contact us. We will carefully evaluate the specific matter at that time and explore the best possible ways to assist you.
We highly appreciate your patience and understanding. Should you have any additional questions, please do not hesitate to reach out to the DJI Customer Care Team.
Comments:
Again, despite all the issues, there have been NO options for resolutions; just internal process and policy excuses.
DJI products are NOT supported globally and worse, they sell their products at international airports knowing once out of region, there is no warranty for their customers - shocking. How bad is that.
17/06/26 - First of all, no email received (not sure if it makes any difference). So based on your response, " product versions may vary by country or region, and therefore international warranty coverage is not supported.", where is this written on the box sold at an international airport. DJI have mis sold their product and still not doing anything about it.
I'm not looking for more excuses, but a credible resolution based on DJI mistakes. Still waiting, and it surprises me you still continue to make excuses for everyone else to see. Fix the issue please.
24/06/26 - for the benefit of others reading this review. When DJI say ' read your latest email' the message or excuses have been exactly the same; they are very stubborn on their decisions and so don't expect anything favourable, even though they are at fault. I have nothing more to say, apart from this is probably the least helpful company I have ever dealt with. Purchase with caution.
DJI 回复2026-06-10
6.17 update:
Dear Ant,
Thank you for your feedback.
Please kindly understand that product versions may vary by country or region, and therefore international warranty coverage is not supported. Regarding the issue you mentioned, please kindly check the email for more details.
Should you have any further questions, please don't hesitate to rely to the email directly.
Thank you for your understanding and support.
------------------------------------------------------------------------
Hi ,
Thank you for providing the case reference. We have located your case and are currently verifying the details with the relevant team.
We fully understand your frustration. We’re sorry that the previous responses have not provided a satisfactory resolution for you.
Please be assured that we are reviewing the situation carefully and will follow up through your existing case as soon as we have an update. Thank you for your patience while we check this further.
---------------------------
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.
Mic 3 are great. I can’t lie one of the best mics I’ve used. Would highly recommend
DJI 回复2026-06-09
Thank you so much for your kind words and recommendation! We’re really glad to hear that you’re enjoying the DJI Mic 3 and that it has been working well for you. Your support means a lot to us, and we hope it continues to help you capture great audio.
I regret choosing DJI.
I recently lost my DJI Neo 2 drone after only a few minutes of flight, and my experience with DJI's customer service has been extremely disappointing.
The drone took off with a fully charged battery. After approximately 3 minutes of flying, I suddenly received a low battery warning on my phone even though the battery was still showing around 58-63%. I allowed the Return-to-Home (RTH) function to activate automatically, expecting the drone to safely return as advertised. However, the drone was still hundreds of metres away and was unable to make its way back.
The app then displayed a warning stating that strong winds were preventing automatic return and instructed me to return the drone manually. I immediately attempted to do so, but the battery started draining extremely quickly. Within a short period, the drone reached critically low battery and eventually landed in a restricted area behind a large fence near a creek, where I was unable to recover it.
What concerns me most is DJI's explanation. DJI reviewed the flight logs and concluded that the incident was entirely my fault because the drone encountered strong winds at altitude. According to DJI, wind conditions at approximately 100 metres can be very different from what is experienced on the ground.
My question is simple: How is a normal first-time or casual user expected to know the wind conditions at 100 metres altitude when everything appears completely normal at ground level? The weather on the ground was calm, and there was no indication that the drone would encounter conditions severe enough to prevent it from returning home.
Even more concerning is the implication for future flights. If weather conditions can change dramatically at altitude or even a short distance away from the pilot, what assurance does a user have that the same thing will not happen again? If the drone can detect dangerous wind conditions only after it is already affected by them, that raises serious questions about the effectiveness of the safety systems.
I also received conflicting information from DJI representatives. Consultant (Leia) initially told me the drone was registered in Hong Kong, might be second-hand, and suggested contacting the seller. The seller advised me it's new and advised me to contact DJI instead. Later, the same DJI representative (Leia) stated that the drone may have been new but was not originally purchased in Australia. Eventually, the complaints team concluded that the incident was my responsibility and offered a 50% discount on a replacement drone.
To be fair, DJI drones produce excellent video quality, and the technology is impressive. However, my experience with customer service and post-sale support has left me disappointed. I expected more assistance and a more balanced assessment of what happened, especially considering that the drone was lost shortly after take-off.
I bought this drone as a gift for my son. My son is very sad since we lost the drone, and he asks me every day if we are getting a drone again.
Before purchasing, I usually read Trustpilot reviews carefully. I was originally considering a Potensic Atom but chose DJI because of its reputation and popularity. Looking back, I wish I had paid more attention to customer service reviews rather than focusing solely on the product features.
Based on my experience, DJI makes great drones, but if something goes wrong, don't assume the company will stand behind you as you might expect.
Case 33357590-Q8Y1L5
DJI 回复2026-06-09
2026.6.12
Hi there, thank you for your patience.
We check that you have proceeded this case with our team via email, we suggest you could kindly check email update for further processing. If still have any issue, please kindly share with us again, thank you.
Kind regards.
========================================
2026.6.9
Dear Customer,
We are sorry to hear about your experience and understand your frustration. Please rest assured that we take your feedback seriously.
We have forwarded your case to the relevant team for further review and investigation. If there are any updates, we will keep you informed.
Thank you for your patience.
Kind regards,
DJI Support
Ordered the mini mic set off Amazon, great sound quality, easy to use the listeners of can’t eat the antlers podcast on Spotify thank you.
DJI 回复2026-05-29
Hi Matt,
Thank you very much for your support and for sharing your experience. We are really glad to hear that you are satisfied with the sound quality and ease of use of the product.
We hope you continue to enjoy using the DJI Mic Mini set, and wish you many more great recording moments ahead.
Thank you again, and we wish you a wonderful day and enjoyable experience ahead!
Awful customer service. Faulty product and blamed operator. Mini 4k just dropped, said landing and dropped into the lake I was flying over. Made me jump through so many hoops I gave up trying to get a resolution. For the sake of £25 decided to let me write this review rather than compromise. DJI make some amazing products but their customer service is appalling. Was thinking of upgrading to a more expensive drone but after this experience I wouldn't bother. Not Happy 😡😡
DJI 回复2026-05-26
2026.5.28
Hi Ian,
Thank you for providing the details. We have successfully located your case based on the information provided.
We also noticed that our team has already sent you an email regarding this matter. Please kindly check your inbox at your convenience and review the relevant information.
Thank you for your patience and cooperation. We will continue to follow up on this case for you.
=====================================
Hello there,
We sincerely apologize for the situation you encountered.
To verify and follow up on the relevant matter promptly, could you please provide us with your case number?
Thank you for your understanding and support. We look forward to your reply.
Best regards,
DJI Support.
One month of stalling – DJI refusing refund despite DPD tracking proof
I am absolutely appalled by the dreadful customer service from DJI regarding a return. The item was dropped off before May, and according to the DPD tracking, it was scheduled for delivery to them on the first of May. Since that date, the tracking has been stuck on a generic "issue with your delivery" message.
I immediately informed DJI, and for nearly a month, I have been trapped in an endless loop of generic, automated emails claiming they are "investigating with logistics." After four weeks of wasting my time, they suddenly demanded proof of postage and a receipt. This felt like a blatant stalling tactic to find a loophole, considering the tracking number is fully visible on DJI's own database and proves the item is in DPD's hands.
Hoping to finally resolve this, I sent them the physical receipt a couple of days ago. This morning, I received yet another generic email thanking me and stating that the matter is now being passed to their logistics team.
The extreme frustration of this endless loop is genuinely maddening. They ask for proof, I provide it, and they simply reset the clock and send the exact same copy-and-paste script they've been sending for a month. It is completely unacceptable for a company of this size to hold my money hostage over a courier issue that is entirely out of my control while treating customers with automated contempt. Utterly dreadful support – avoid dealing with them directly if you can.
CAS-31861787-B9X5M9
Order:0448122122028
🤬🤬 AVOID IF YOU CAN PEOPLE!!
DJI 回复2026-05-25
Hi Bana,
We sincerely apologize for the inconvenience and frustration caused by the delay, and we completely understand your concern regarding the situation.
Regarding your case, the relevant team has already contacted you via email to explain the current situation. Please kindly check the email when it is convenient for you.
Thank you for your patience and understanding. If you have any further questions, please feel free to reply to the email directly for further assistance.
Thank you again for your understanding and support.
unreliable.. for the 6th time i cant use it.. im away from internet and a message comes on the screen.. logged out of your account.. before that .. you have a virus.. so couldnt use it..another time you havnt set the country as i went overseas.. there was 3 other different surprises..one limiting height and distance.. to 30m and 100m.. if you are on the net it wants something else.. i havnt bought it to f around with red tape.. just fly.. im done with dji and looking for something that isnt linked to the net.. over engineered and not thought through.. this has happened over a 2 year span ..
DJI 回复2026-05-24
2026.5.28
Hi there,
We’re sorry to hear about your experience and understand your frustration with the issues you described.
We have reached out to you multiple times to better understand and investigate each point in detail, but we have not yet received a response.
If you’re still open to it, we’d really like to continue assisting you and look into this properly. Please feel free to reply at any time, and we will do our best to help you further.
Thank you.
=======================================
2026.5.26
Hi there,
We are truly sorry to hear about your experience, and we sincerely appreciate you taking the time to share your feedback with us. If you are still willing to allow us to assist, we would be more than happy to help investigate each of the concerns you’ve mentioned in detail.
In order to better understand the situation and provide you with the most accurate support, we would kindly ask if you could share the following information:
1. The exact model of your aircraft and remote controller
2. The serial number (SN), if available
3. Regarding the messages such as “logged out of your account” and “virus”, would you kindly provide the exact original wording or a screenshot of the prompts?
4. The specific circumstances under which each issue occurred (for example, the login status at the time)
Once we receive these details, we will do our very best to analyze the situation thoroughly and provide you with appropriate assistance.
Thank you very much for your time, patience, and understanding.
=======================================
Hi there, we deeply apologize for any inconvenience this may have caused. To better assist you with the issue, please kindly provide the specific model and serial number (SN code) of the device when convenient. If possible, we would also appreciate it if you could record a video that intuitively demonstrates the situation you are encountering. This will help us more accurately identify the problem and provide further assistance. Please upload the video to the following link:
https://pan-sec.djicorp.com/s/bpWoXwFTraWQZEd
Thank you for your understanding and cooperation. We look forward to your reply.
I purchased a DJI Osmo Pocket 4 but decided to return it, as it offered no significant difference from my previous model. I was emailed a return label from DJI osmo and dropped the package off at a DPD drop point, which was scheduled for delivery on May 1st.
Unfortunately, after package getting halfway through the courier service, the package became stuck in the system and hasn't moved since.
I've been in contact with DJI support repeatedly, but they just keep telling me the issue is 'under investigation' without offering a resolution or my refund. It has been almost a month, and their customer service has been unresponsive and dismissive.
I would also advise people to be aware not to buy from this company, as their customer service is really poor. I was told several agentssomeone will get in contact with me in the next 24 to 48 hours but they never do!!!
Order Number: 0448122122028
Case Number: CAS-31861787-B9X5M9
AVOID PEOPLE!!!!😡😡😡
DJI 回复2026-05-21
5/26 update
Dear Customer,
Thank you for your patience. Regarding your case, we suggest you could kindly check your refund status, we sincerely apologize for any incnovenience caused.
Thanks for your understanding.
----------
5/25 update
Dear Customer,
We sincerely apologize for the frustrating experience and the
confusion you encountered. We take your
feedback very seriously.
We have already noticed your case (CAS-31861787-B9X5M9). Our team are looking into it now.
We are truly sorry for the stress and inconvenience this has caused
you, and we appreciate your patience while we get this sorted out.
----------
5/24 update
Hi Bana,
Regarding your case, the relevant team has already contacted you via email to explain the situation. Please kindly check the email when it is convenient for you.
If you have any questions, please feel free to contact us at any time.
Thank you very much.
The ultimate DJI nightmare: 5 mic orders, a broken drone, and endless support lies updated 26 May 2026.
I am writing this to expose the absolute disaster, systemic incompetence, and endless broken promises of DJI Customer Support. This is not a single isolated issue; it is a months-long pattern of failing a loyal customer living in Gran Canaria.
My nightmare began when I ordered a drone from DJI. It arrived completely broken and dead on arrival (DOA). Instead of a quick and simple replacement, I had to fight their support through massive shipping and delivery failures just to get the replacement drone delivered to the Canary Islands.
Now, history is repeating itself in an even worse way. Since May 8th, I have been trapped in a loop of logistics failures, system bugs, and outright lies from agents while trying to buy a DJI Mic 2. Look at my account history—I have been forced to initiate FIVE different orders for a single microphone because DJI's internal system and staff are completely incapable of managing shipping to Gran Canaria and keep hitting battery/logistics blocks:
Order 0345100178442: Current order (91.85 €) stuck as 'The warehouse is processing the order'—now they suddenly claim it is out of stock.
Order 0341448011288: Closed by DJI (69.85 €).
Order 0348840241011: Incorrectly generated order by their broken system (127.00 €).
Order 034018251943: Closed by DJI (74.85 €).
Order 0341541061883: Closed by DJI (59.00 €).
My money is currently completely locked into a pending Klarna invoice for an item they refuse to ship.
The staff handling my case (Latest Case ID: CAS-32797639-N6C6B4) have shown a shocking lack of accountability:
Manager Marvin (Customer Care Manager): The root cause of this ongoing disaster. He has repeatedly blocked real solutions, completely ignored the specific Canary Island shipping bugs, and provided nothing but copy-paste rejection templates for weeks, just like he did during the drone delivery mess.
Agent Diana: In my latest chat session, she tried every dirty trick to get rid of me. She tried to force me out of the chat by promising an email from the same useless manager, Marvin. When I explicitly refused and demanded a senior manager with the authority to manually upgrade my order to the available 2TX+1RX combo to honor my price, she claimed she couldn't guarantee another manager. Finally, she tried to buy my silence with a cheap 20 € DJI credit and a generic promise of a phone call within 4-6 hours just to close the chat log.
DJI support staff do not understand their own systems, they do not care about paying customers, and they prefer to stall you with scripts rather than fix their own errors.
I explicitly refuse to deal with Marvin again. I demand that a Senior Director or Upper Management steps in immediately, takes ownership of case CAS-32797639-N6C6B4, honors my original price agreement, corrects my locked Klarna invoice, and manually fulfills my order with the available DJI Mic 2 combo pack (with the charging case) at no extra cost.
Unbelievably poor service from a multi-billion dollar company. Avoid dealing with their support at all costs.
DJI 回复2026-05-21
update 5.22
Hi Daniel,
We highly value your feedback regarding the drone issue and we have provided our proposed solution regarding this issue via email.The issue has been resolved.
We take your inventory concerns seriously, apologize for the inconvenience, and have provided relevant explanations on inventory and logistics issues via email.
We highly value your experience and hope you will consider our proposal we provided in email. Feel free to reply to the email directly if you have any concerns.
Thank you for your understanding.
-----------------------------------------------------------------
Dear Customer,
We sincerely apologize for the frustrating experience and the
confusion you encountered during your purchase. We take your
feedback very seriously.
We have already noticed your case (CAS-32797639-N6C6B4). Our team are looking into it now.
We are truly sorry for the stress and inconvenience this has caused
you, and we appreciate your patience while we get this sorted out.
CAS-32769116-D6R2P2| NAIF-236104
Absolutely Beyond Pitiful...after talking with a dji rep for some time they sent me a return label send it back to them so they could have a look at it only to send me an email after they received it and say my drone is no longer supported and that I should consider upgrading to a newer model 🤣🤣🤣🤣...DJI what a joke you are...why did you send me a return label to begin with what a total waste. No dought DJI i will be most certainly upgrading my drone but it most certainly will not be purchased from you idiots....Rate you a fat Zero if it was possible but I personally Rate you A BIG FAT ZERO
DJI 回复2026-05-20
2026.5.27
Dear Customer,
We sincerely apologize that this experience did not meet your expectations and for any inconvenience caused during the process.
We are very sorry for the misunderstanding in the previous communication with our support team, which may have led to confusion and additional time spent on your side. We fully understand your frustration and regret the inconvenience this has caused.
We would like to kindly clarify that this product is no longer covered under our current support and after-sales service scope. Support for the Mavic Mini and its accessories was discontinued as of April 1, 2026, so we are unfortunately unable to provide technical assistance or repair service at this stage.
We truly apologize for any inconvenience this may cause and appreciate your understanding.
==========================================
2026.5.26
Hi there,
Thank you for your patience.
Our Customer Care Manager has sent you an email regarding your case. Kindly check your inbox for the latest update.
We sincerely apologize for any inconvenience caused and truly appreciate your continued cooperation and understanding throughout the process.
==========================================
2026.5.25
Hi, we sincerely apologize for any inconvenience caused.
Your case is still processing now, please kindly wait our next update.
Thanks for your understanding and patience.
==========================================
Hi there,
Thank you for providing the case number. We have successfully located your case and are currently conducting an internal review. We will provide you with an update once we have completed the verification process.
Thank you again for your trust and patience.
====================================
Hello there,
We sincerely apologize for the inconvenience you have experienced.
In order to provide you with further assistance as quickly as possible, could you please share your case number so we can verify and follow up promptly?
Thank you for your understanding and support. We look forward to your reply.
Best regards,
DJI Support
Be warned if you send a drone to the DJI Fort Worth repair hub (4601 Gold Spike Dr) for a warranty claim [local]. They are running a deceptive bait-and-switch operation to force American consumers to pay out of pocket since DJI Care Refresh is no longer available in the US.
I sent in my 2-month-old Mini 4 Pro after a total RC disconnect and software "limp mode" caused an in-flight crash. I explicitly requested an official Data Analysis flight log review for a warranty claim on my intake forms. Instead of performing the mandatory data diagnostics, the intake team completely ignored my technical notes, rushed it to a workbench, and slapped me with a $169.95 bill for physical frame damage. Customer service openly admitted to me that they never checked the internal flight logs for a warranty repair—they just processed it as user error to collect a quick fee.
When I demanded a managerial escalation, a supervisor named Emmanuel called me back and gave me defensive lip service. He outright refused to pull the black-box telemetry records sitting on the drone. Worse, when I told Emmanuel that my only remaining recourse as a consumer was to share my experience via online reviews, he aggressively claimed that leaving a review constituted a "threat."
Under the federal Consumer Review Fairness Act (CRFA), sharing an honest service experience is a legally protected right. DJI supervisors cannot use intimidation tactics to silence paying customers and cover up a facility's refusal to honor a legal warranty. I paid under protest to release my equipment from being held hostage. Unprofessional, deceitful, and completely untrustworthy. Avoid this local depot at all costs.
Update: DJI has engaged in deceptive practices and manipulation regarding my case. Their most recent attempt involved asserting that my drone would not power on in order to facilitate their analysis. However, the drone was operational after the malware incident caused the crash, and I possess video evidence of it functioning prior to packing it for warranty submission. It is important to note that they initially never conducted the analysis and only commenced investigation after numerous reviews and correspondence. Furthermore, they have failed to fulfill their contractual obligations under United States commerce laws pertaining to warranty repairs.
DJI 回复2026-05-20
2026.06.08 update：
Hello Coleman Blackburn,
We have tried to reach you multiple times by phone but were unable to get through, and have left voicemails. Before that, we have also emailed you several times requesting your assistance to export flight records from your mobile phone. So far, we have not received a reply or any uploaded content.
If you need any assistance in the future, please feel free to get back to us anytime. We're always here for you!
Thank you for your understanding.
===================
2026.06.04 update
Hello Coleman Blackburn,
We take your feedback very seriously. To further verify the situation, could you please upload the video evidence showing that your drone was functioning normally before being packed for warranty submission to the following link: https://pan-sec.djicorp.com/s/forBtMSALGzxwtm. Once we receive the video, we will verify it promptly.
Thank you for your cooperation.
===================
2026.06.03 update
Hello, regarding your case, our relevant team has already contacted you via email. Please kindly check your inbox (including the spam/junk folder).
Our service center is still conducting data analysis for your drone. However, since the aircraft cannot be powered on, we are unable to export the flight control data. Therefore, we need your assistance to export the flight records from your mobile phone. This is essential for us to identify and analyze the root cause of the issue.
Please follow the instructions provided by our team in the email. Once we receive the data, we will be able to continue assisting you. Thank you for your cooperation!
====================
2026/5/22 update
Hi, thank you for your feedback. We take the situation you've described very seriously. A relevant team is already following up with you via email — please keep an eye on your inbox for updates on the progress. If you have any further questions, please feel free to reach out to us anytime.
============================
Hello there,
We sincerely apologize for the inconvenience you have encountered.
To verify and follow up on this matter as soon as possible, please provide us with your case number.
Thank you for your understanding and support. We look forward to your reply.
Best regards,
DJI Support
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