Case Fully Approved Then Reversed – Time Wasted and No Resolution
I experienced a flyaway with my DJI Neo. I followed every required step: uploaded flight logs, screenshots, proof of purchase and activation. DJI reviewed everything and actually approved the replacement, even requesting my shipping address. After that, the case suddenly stopped because support claimed my drone was “linked to a different email address.” However, that email address does not exist and has never belonged to me. I provided multiple screenshots from DJI Fly clearly showing the device logged into my correct account, as well as the original order receipt from the DJI Store under the same email. Instead of reviewing the evidence they already have, support has repeatedly asked me to “prove it again,” forcing me into the same loop for weeks, even though the case was previously approved. They have still not provided any proof of the supposed other account. The situation has become circular and impossible to resolve through their standard support. This has taken more time than the value of the device itself. I am a long-time DJI customer and this has been by far the most frustrating customer service experience I’ve had with them.