Use the forum if you have an issue, forget DJI direct.
If you have a problem with a DJI product, you will be dealing with a bot...yes so good luck with that. There is however, a much better alternative. Join the forum and speak with humans that also have DJI products, and there you will most likely get your problem resolved. So although DJI want nothing to do with any issues, you can rely on decent people not related to DJI, to help you.