After years of being a loyal DJI user
After years of being a loyal DJI user - after thousands and thousands of dollars spent on DJI products (roughly 10k at least) - after purchasing nearly 500 dollars of DJI drone insurance with the promise of an extended warranty for safe flight/use - DJI has denied my warranty claim after their OEM premium screen controller froze, became unresponsive, and I watched helplessly as my premium 2500 dollar prosumer drone floated off into oblivion. I lost the drone and very expensive work-related data. Regardless of the circumstances and flight data, DJI went to great lengths to claim it was 'pilot error' including simply denying the signal interference clearly reported by DJIs own flight data (THAT among MANY other discrepencies and contradictions). They said there was no evidence of signal interference. I showed them with screen shots, timestamps, and flight data that there was. They simply responded by denying it. I WILL NEVER BUY DJI AGAIN AND I WILL STRONGLY SUGGEST OTHER DRONE ENTHUSIATST AVOID THEM AT ALL COSTS. You might get lucky, but as soon as you need them to make good on their guarantees, promises, and warranties, in my experience, they WILL NOT. Hope this helps someone avoid the massive loss I have incurred. I wish I had never bought them. UPDATE TO DJI: Here is my case number CAS-31459671-N6H7H5 and additional details Last I spoke to a DJI rep was Albert, who told me he was the highest level support I could speak to. Albert told me a week ago that I could expect a call from Francis within 24 hours. I never received that call. I have the flight data and have reviewed it many times. While there isn’t a definitive ‘unresponsive controller error’ you can clearly see that something is amiss as the drone appears to float further and further away from the controller without any course correcting input until it is a mile away and at that point I had completely lost control and sight of the rouge drone. The drone was not recovered. From my end the tracking shot I attempted to set up in the beginning immediately malfunctioned and froze the screen. For the majority of time corresponding with that flight data I had no idea where the drone had gone as my controller was unresponsive. This is reflected in the data. My movement in the data is not a ‘tracking shot’, it is me chasing off in the last known direction of the drone. I have had many points of contention with DJI tech support with regards to the facts of this data and hardly any of the issues I raised were directly addressed. The last discrepancy I tried to clarify was the fact that the data clearly shows signal interference at around timestamp 4:19 and the email response I have from DJI simply denies that. If I had control of the drone why would I let it float a mile away from me into a blind area? And the aforementioned is just a partial sample of the data discrepancies I have attempted to clarify with DJI. I have the email thread and can provide any video or screen shots from the flight data. It appears to me that DJI is prioritizing a ‘pilot error’ finding rather than considering the totality of the circumstances. I am an experienced drone pilot with years of safe flight logged all over the world, a newbie wouldn’t have flown a drone in a manner reflected in that flight data - no discernable course correcting input and the drone slowly floats a mile away from me (at least according to the data, I wouldn’t know, cause I didn’t know where it went at that point!). The drone was not recovered so my opinion is it continued to fly away in some unknown direction. I can’t imagine why it wouldn’t be best for all parties involved to simply issue a replacement because otherwise my only other course of action would be through the courts and surely that would be a bigger expense for both parties. I appreciate the reply, pardon my terse tone, I have been dealing with this issue for the past month.