Defective Osmo Action 4 and No Support from DJI Stores or Global
I purchased a DJI Osmo Action 4 Bundle on December 18th from the official DJI Premium Store in Cancún during my holiday. My intention was to use the camera for snorkeling and diving throughout my one‑month trip. On its very first use, on December 20th, the camera failed immediately upon contact with water. All recommended precautions for waterproof use had been followed. When I left the water, it was obvious that the battery compartment had taken in water, and by the next day the battery had begun to swell. I returned to the Cancún store on December 22nd to request a replacement under Mexican consumer protection law, which guarantees the right to a functional product during the warranty period. The store manager acknowledged that the camera was clearly defective — the battery compartment contained water, and corrosion had already begun — yet he refused to replace it. Instead, he insisted on sending it for a technical inspection that would take at least a week, despite having identical units in stock. I had to leave the country the next day, making this process impossible to follow. On December 29th, I visited the official DJI store in Lincoln Plaza, San José, Costa Rica. They informed me that, because they belong to the Central American region rather than the North American region, they could not replace the product. Their only option was to send it for a technical inspection that would take at least a month. They advised me instead to submit a replacement request through DJI Global Support, assuring me that the photos and videos I provided should be sufficient for a quick resolution. They also noted that no Osmo Action 4 units were available in Costa Rica until mid‑January, making a local replacement during my holiday impossible. Today, December 31st, I submitted a full replacement request to DJI Global Support (case number: CAS-29019737-V6G0C0), including videos of the incident, footage from the Cancún store where the replacement was denied, and detailed photos of the damaged camera. The response I received states that I must ship the camera to DJI for inspection — and that it must be shipped from the same country where I want to receive a replacement. This means I can either send it from Costa Rica and receive a replacement after I have already returned home to Denmark, or wait until January 10th to send it from Denmark, long after my holiday is over. I am struggling to understand why no official DJI store is able to inspect a clearly defective, water‑damaged camera and provide a replacement — especially when the product failed on first use and was advertised as waterproof. Most global brands offer this level of support without hesitation. At the very least, the extensive documentation I have provided should be enough for DJI to authorize a replacement from the nearest store. This is particularly disappointing given that the DJI Premium Store in Mexico did not follow the Federal Consumer Protection Law (LFPC), which places the burden of proof on the seller and guarantees consumers the right to a functional product and a choice between repair or replacement. I told the store manager that they were not complying with Mexican law by effectively denying my right to warranty, which clearly violates the principles of fairness and legal certainty that the LFPC requires suppliers to uphold. For these reasons, I am leaving a 1‑star review. I hope DJI Global will take this complaint seriously and resolve the issue promptly. Edit dec 30th: 1. I am not returning to Mexico, but stay in Costa Rica until Jan 9th when my holiday ends. 2. I added the case number that I just submitted a bit more than 3 hours ago via dji.com. The mentioned case number is all I have received. I am happy to provide the same documentation that I uploaded in the case to a direct email you provide me. 3. I bought it from the "DJI Premium Store Cancún" at "Shopping Village" on La Isla Cancún. It was bought Dec 18th and I added the receipt to the above mentioned case. I am baffled by the mention that it doesn't qualify for socalled "global warranty service", when the product is advertised as waterproof up to depths of 18 meters, and I only used it at the surface one single time. Edit dec 31st: 1. IG (I will delete my contact from here asap you contact me there) 2. I uploaded all pics and videos to the link provided. 3. This really depends. If it is possible for me to pick it up in Puerte Viejo de Talamanca by the 4th or 5th, then yes. I am not going to San José, so alternatively I just have to get it back in Denmark, which sucks as I bought to use it for this holiday, but only option left I guess. Edit - I have not received any messages or anything on IG.