DJI Service
Reviews and Complaints

I also had a very bad experience with the DJI support team. I purchase the mavic 2 zoom drone and Smart controller on July 31st of 2019. After using it for just over two months, the smart controller EV button stopped working. The EV button controls the amount of light coming into the camera which basically renders the camera useless is any conditions where there's light and or low light which altimatly all conditions. I called DJI and started an RMA and sent the controller back to them for repair under my 1 year warranty. Seeing that I was well within my one year warranty, I felt that there would be no issues. 7 days later I received an email from them stating that it would have cost just under $100 to fix it as it was not covered under warranty due to physical damage to the internal control board. As I kept my controller and drone in pristine condition and took about 30 pictures before I shipped the controller out to make sure they could not say something like this, I was really frustrated with their response. Of course I called them up immediately and discussed their findings. upon talking to the first customer service rep, he just insisted on telling me that it was physical damage and was so rude and abusive that he just continued to talk over me basically disregarding anything that I was saying. After about 8 minutes of almost arguing with this guy and trying to explain to him that there was no way that I could physically damage the internal control board of the controller, I asked to speak with a supervisor. The DJI customer rep put me on hold and then eventually hung up on me. I called back and spoke to a young lady who was a little bit more interested in helping. Although she could not resolve the situation over the phone she said that she would send my request an explanation to the invoice team and I would receive a response within 48 hours. Unfortunately no email response ever came. So I decided to call them back today to find out what was going on. Again, talkin with the DJI customer support rep, I was told that my request to have it covered under warranty was denied because it was physical damage. Again I asked the rep to explain to me how I could physically damage the internal control board of the controller by using a small joystick in the exact manner that it was designed for, up and down and left and right...he was unable to explain how I could cause any physical damage but kept on insisting that it was. After repeated conversation back and forth letting him know that I wanted this resolved before I hung up the phone, he came back with that he would send it back over to the invoicing team to see what they say. I again explained I do not want to go back to the invoicing team as they never returnef the first inquiry and that I wanted the controller repaired under warranty. By this time, seeing that I had purchased the unit through Amazon, I now have the Amazon customer service rep on another phone listening in on the conversation with the DJI support person. The Amazon customer service rep heard the DJI rep agsin state that it was physical damage but could not explain how I physically damaged it. I made sure I asked multiple times to explain how I could damage the internal control unit but the only answer I kept getting was that it was physical damage with no explanation of how. After I made sure the Amazon customer service rep heard what was going on, I ended my call with the DJI customer support rep to finish my conversation with the Amazon customer service team. At this point I am so extremely frustrated with DJI support team, not for the amount of the repair, but the fact that it should be covered under the warranty. And for them to deny to cover such a small cost for nothing else other to gain a positive customer service experience was the breaking point. After my experience and reading the other complaints to the complaintsboard.com, I decided that instead of having to pay to get it repaired already that I did not want to go through any future repair concerns as it was evident that the one-year warranty that is stated was BS and that they would just keep on claiming that any type of warranty request was physical damage. In talking with the Amazon customer service rep, even though it was past what was most probably a 30 to 60 day return period for the over $1,600 purchase, Amazon agreed to accept the return. I am grateful to Amazon and I hope that they see and realize that selling DJI products through their website would be a mistake. The real unfortunate the thing about all this is that up until the EV button started to malfunction, I absolutely loved the drone and didn't have any problems with it directly. I had always wanted to have a gps-enabled drone and had fun while using it but the fact that for such a small warrantable item that I had and their refusal to take care of it, I felt that just returning the drone before I had any other recourse available was the proper thing to do. I will look into it another drone manufacturer but this time I will make sure I check the complaintsboard.com and actually even call up their service department to see how they respond.

Abusive, disgusting and untrustworthy practices. You, as a customer of DJI will be lied to, manipulated, and ignored. Why are there so many negative reviews? Because theyre all true, And its a consistent experience. I purchased a Phantom 4 Pro V2.0 for $1499.99+tax on September 19. Directly out of the box it showed "yaw issues" which are very common to this model. It is a flawed design that DJI wont admit to, nor do they have a valid solution for. The drone can be taken off and brought to a hover, at any height, and once it is settled, it will begin to turn (yaw, think of the way we turn our heads left to right) by itself. It can be to the left or right, but the drone will turn 20-45 degrees in a minute or so. This can be observed with zero stick input, and the rotation is clearly visible in the flight data. There is a separation between the YAW and magYAW values that seem to force the flight controller to hold one or the other value fixed while slowly rotating the drone to compensate the separation. This makes long exposures or stacking photos impossible. It makes timelapses impossible. It makes for impossible video if i just want to shoot from one spot, it uncenters itself from my subject and "looks away". It makes flying in a straight line impossible because the drone is always yawing slightly. So now you have the issue, lets get into how I received service on the problem from DJI. My original aircraft product serial number was 11UCF7T0AXXXXX. My first case number was CAS-XXXXXXX-B7X8T8 and was received by DJI on 2/22. On 2/26 i received a repair quote for $0.00 stating that the unit was flight tested with no issue. I promply responded to DJI support, and let them know there very much is an issue. I sent them my flight logs and explained everything you read above, and the engineering team seemed interested. However, they had already boxed up my drone and shipped it back at this point, so they asked me to return it. I was quite disapointed and frustrated and already had my mavic 2 at this point, so it took a couple of months to send it back. My second case number was CAS-XXXXXXX-F8R5J4. This was the same aircraft with serial number 11UCF7T0AXXXXX. DJI received it 5/17. That same day, I received an email from DJI saying the GPS module was the culprit and it would be covered under warranty. Finally. Maybe we have a solution. I received the drone back on 5/27. But, this was a different aircraft and the serial number was 11U3G4V002K326. The drone appeared new with all of its stickers, but it was already activated and there was a small scratch on the UV filter. I performed one flight with the drone, less than ten disappointing minutes, and within the first thirty seconds, I observed the same issue ive always had. Yaw drift. And that day it was to the right and about 30 deg/min. I hand caught the unit, and walked back inside. Truly dissapointed, i put the gimbal clamp back on, put this "new" drone back in its box, and emailed "Edmond" at DJI support and requested a refund or some type of credit towards a different product, this product is unsatisfactory and unfixable. After all the company jargon and long drawn out responses, I filed a case with DJI. More frustrated than before, it took me almost a month to send it back to them because of how busy and hectic my summer has been. My third and current case is CAS-XXXXXXX-L7B7Q5. The serial number is the same as the replacement unit I received from DJI (remember i noted the scratch on the UV filter) 11U3G4V002K326. DJI received it 7/16. On 7/17 i received an invoice for the yaw-axis motor of the gimbal, the roll axis motor of the gimbal and one hours labor totalling at $96.12. Remember that ive had issues straight out of the box. Also remember that i was returned a seemingly used drone. So now Im being charged money for DJI's negligence. I emailed "Edmond" and began disputing the issue. I was redirected to an associate named Banjoe who continued to make excuses and deny my warranty. Oh and get this, the product states a one year warranty, but in the fine print the gimbal is only warrantied 6 months. I can understand that, but i was returned a damaged drone. An individual named Alec intervened and seemed to care and notice that this was not my first case with DJI, and assured me that this would be handled. Two weeks go by woth no real update except "our team is working on it" and then I was asked if I had any explanation for the gimbal being damaged. I explained that only one successful flight was performed, with no issues. And that the gimbal must have been damaged when i received it. An individual named Mae takes over, for no reason. Mae goes into telling me that the gimbal is damaged, and is out of warranty. I again understand warranty and timelines, but returning a defective product to a customer and then alleging that its their fault is well outside the terms of warranty. Its morality. I told her that even if the gimbal was damaged by me, that they are still ignoring my yaw issues. Mae is adamant that the invoice needs to be paid and i am at the end of my rope. The drone has never worked for me, ive been back and forth with DJI over six months and now im being twisted and lied to to pay for my drone back. The warranty is supposed to be in effect until 9/19 on the one year components, and i have no results to show for the drone. Im so upset i dont even care to have the Phantom 4 Pro V2.0 back. It isnt going to perform, thats been proven, and countless individuals on the internet have reported this issue since the release of the P4P V2.0. DJI ignores this issue completely when anyone posts about it in their forums, but they will respond to users posting simple photos and thank them for using DJI. I own the P4P V2.0, mavic 2 pro and zoom, mavic 2 enterprise dual (infrared), osmo pocket, ronin-s, and ive been a loyal DJI user since the Phantom 3 was released. But Im done with DJI, ill never buy another unit from them again. They stole $1500 from me.

Awful non-existent customer service, false intentionally misleading advertising that progresses into bait and switch tactics. Falsified Information. I am a very detail oriented customer that does my due diligence in researching a product extensively prior to purchase (especially on this expensive). I researched the *** Air 2 in addition to the Refresh warranty provided directly through *** PRIOR TO PURCHASE I contacted *** chat customer service on several occasions to ask what their extended warranty covered. Throughout purchase, it does not specifically state what exactly is covered; it only leads you to believe that the product will be covered by ANY accidental damage INCLUDING water damage. No where does it specify that the *** CONTROLLER is not covered. On numerous occasions, I asked *** chat representatives if the entire product "aircraft, batteries AND *** controller" were covered; in EVERY instance I was told all items were covered (PRIOR TO PURCHASE). I have screenshots. The reason I asked is that I planned to take the aircraft on a river rafting trip and was very concerned that the drone, batteries and *** may be accidentally submerged in that environment. I was assured on NUMEROUS occasions that everything would be covered water damage or any damage that might accidentally occur. I then purchased the aircraft; was never advised the *** CONTROLLER would not be covered. *** recently notified me that the information is only communicated in the ***fine print*** AFTER THE PURCHASE was already made...BAIT AND SWITCH. I honestly believe that is by design employed as a bait and switch and is an intentional act of omission by *** to mislead their customer to further extort more money out of their customer. The drone and all components survived the river trip without incident. HOWEVER, recently the *** controller stopped connecting to the aircraft AND my phone intermittently (no damage had even occurred). In addition a small piece of the plastic cover broke off while in the storage case (it was not caused by any deliberate impact or damage - after looking more closely at the design it is a weak point in the plastic cover . I AGAIN contacted your customer service and was told YET AGAIN "specifically" that the *** would be replaced under the *** refresh warranty that I paid for at no cost to me (bear in mind the *** is still under manufacture warranty in addition to the extended warranty). FURTHERMORE I was told "SPECIFICALLY" that a BRAND NEW unit would be sent to me at no additional cost (see screenshot). I then packaged everything up and sent all components into *** (as requested by your customer service chat team). I then printed all the documentation and correspondence I had been given up to that point. I highlighted all the pertinent information and circled the areas where I was given very specific information from your chat representatives. Suspiciously, after the package was received by *** all the printed information I sent in had "disappeared"...in all actuality it was probably discarded and thrown into the trash by your technicians. Then your technicians created an entirely new case, going against what I was told in an attempt to extort even more money out of me to replace the *** controller. It wasn't until that time (conveniently for *** that I was told I was being charged because the *** was not covered. *** against all reason stood behind the defense of the "POLICY was sent AFTER THE PURCHASE". *** refuses to acknowledge the fact I was told otherwise on numerous occasions WITH EVIDENCE submitted to the on multiple occasions. I have gone round and round with their representatives for several weeks -escalated to a manager as well. There is absolutely NO phone support. When the case was escalated to a manager, that manager called me from a foreign *** phone number and does not provide any way to get back in touch with them...only that they may contact you later and to stay by your phone. Email correspondence takes 24-48 hours and does not address any of the issues or provide any solutions despite paying for a costly warranty.

Company is deceitful and worst customer service. Shady company at best. Give credit to their store and cant be put towards current purchase. I purchased a drone on july 5. I paid and recieved notice that my order would be shipped 1 business day after the order cleared and funds were transferred. My funds cleared a few hours later on 7/5. I wait to get notice on 7/6 to see if maybe I get a delivery email stating my delivery processed. Ok I figure they mean one full business day, so I wait another day and I get my email from dji about the delivery. My order is delayed and they have no updated date as to when I will get it but for my troubles I will get a 10 dollar dji credit which can only be used on their website 10 days after my ordered is delivered. This email came in on 7/7. I go to the website and try and call their support line to see if I can speak to someone. Their hours of operation are are at specific times and I am outside the window, fair enough. I go to their "support" chat and get the same type of service as others have posted about. Appologetic with no capability to do anything from their side. They tell me they dont have access to see this but it was sent to the appropriate department and they will get back to me. This happened for every question I asked. I ask about new updated timelines and the reason for the delay. I am told that they did not have any stock to fulfill this order. Okay now I am curious as to why their website doesnt mention anything like "out of stock" or why their store allow individuals to buy something without appropriate lead times. This allows individuals have their money taken for something that could potentially not be delivered. I ask the individual who's name was ***, to have a manager call me. He tells me rest assured someone will send me an email to set up time to have a conversation with a manager. It is now 7/8 and I have not recieved any email. At noon I try calling the support line but they do not staff anyone for order related issues, I will need to go to the online chat if I have any questions and they will be able to help me. I log on again this time i get another helpless chat support named ***. I ask *** what happened to my order and he again says that they are out of stock. I ask him about lead times or replenishment times and he says rest assured my issue was routed to the appropriate department. This "support" member never asked order number or any other identifying information to know who was even speaking with him. How did he plan on getting my response to me? Frustrated I ask him where my email was to speak with a manager. He tells me he routed it to the appropriate department and to keep my phone lines open someone will call. (This phrase "rest assured" is beginning to sound familiar). I ask a few more questions about my order and delivery times and basically says he cant help me but forwarded it to the appropriate department. I give it a few hours and dont hear anything from anyone. I log back onto the computer and I jump into the chat session. This time I get ***. *** is by far the most useless of all the reps. Responses from *** were 3 to 5 minutes. Multiple times the chat kicked off a warning saying it was 5 minutes of inactivity and I would be disconnected if I didnt have activity. Again I ask my questions and am told there is nothing they can do. I ask *** what window can I expect a call from a manager. *** tells me they dont know but someone will reach out. Now why would this company look to stall this hard on trying to have a customer keep waiting for an order. I look at their cancellation policy. DJI will only refund money if you cancel your order prior to it shipping. They will purposely mislead customers to get them to put the money down but will just rope them along until the delivery notice is sent so this way if you cancel they can keep your money. It has been 2 days I have been asking to speak with a manager and I doubt I will. I find it very shady and suspicious that a "credit" is given to an order that can only be used at their store only.

PSA: I will start by saying I have 21 years experience in cust service. DJI will likely not resolve ANY issue with their company without being forced. (Please keep in mind I called and chatted with DJI via their online "support" prior to deciding to file a complaint with the Complaintsboard.com as well as left multiple comments on their website forums only to be ignored) I debited them *** 6/3 to have my mavic air 2 fly-more combo and an SD card delivered in 3-5 business days. On 6/5 their website tracking system still said processing so naturally I called them since the only way they could live up to their promise at this point was to expedite the delivery. It was at this point that I learned they only provide IT support over the phone and customer service was outsourced to their internet departments. First off, any company that refuses to speak their their clients and defers them to what is most likely a 3rd party service is despicable in this day and age. Opinions aside, I spoke to a robotic-like, overly-apologetic IT rep. He literally ignored my questions and simply apologized saying he had no way of finding out what is going on with my order and said I needed to use online chat or email. I tried online chat and no one answered for more than 1 hour. Also, EMAIL? Why not give me your fax number? Pure stupidity. After waiting more than 40 minutes to talk to this guy, I asked for his manager and he sarcastically wished me a nice day and put me on hold for 15 minutes before I hung up. Outraged I tried online contact again. A man from Presales named *** (who I waited another 45 MINUTES to speak to with only 7 people in front of me when I que'd) had this to say "Your order status is on "Wait Pick" It means we are now assigning the warehouse and the courier that will handle the delivery" I WAS ALSO TOLD THIS -> "As per checking, the payment has already been confirmed. The ESTIMATED TO SHIP date is 6/11. This means that your package will be shipped out from our warehouse "on" or "before" the said estimated date. Please allow ANOTHER 3-5 business days for the courier to deliver the package into your shipping adress"..THEY LIED AND TOLD ME THERE WAS NO WAY TO EXPEDITE DELIVERY. THEIR WEBSITE SAYS THEY USE DHL, UPS & FEDEX. I worked in a warehouse and used all their software. DJI practices in deceit and misdirection like a magician who magically made my money disappear right before my eyes. WTF DJI? No where on your site did it indicate I could be subject to anything other than 3-5 business days. I know because I scoured the page prior to my purchase to make sure I fully understood what would happen once I gave you my ***. Not only was this rep insanely insensitive to my situation but they trolled me at the end of the chat after I had told them several times I was done talking to them. Each time they would reply with a smart [censored] comment or another apology. It was completely unprofessional and honestly I felt like it was the same guy I spoke to over the phone judging by his comments/attitude. I felt harassed, abused and taken advantage of and I was only 2 days in to my purchase. Hadn't even seen the drone yet. Because of this I will lose a big job I had lined up and can't pay rent because I anticipated on using the proceeds from this job to pay for 3 months of rent on top of covering the cost of my drone. After reading all the previous reviews I have to say I can't imagine buying another drone from this company. I was truly excited about getting my new mavic air 2 which I researched vigorously for weeks and saved up for. No matter how good your product is it is no replacement for solid customer service and actually giving a crap about your customers. I got a news flash for you DJI..my $1,200 is one of the thousands of reasons why you can afford to keep warehouse staff in the first place. Try investing in your customer support/outreach because this is the worst I have seen since Sprint back in early 2000. Keep your word and deliver when promised and if there is any reason you can't meet your commitment try telling the customer before you've processed their payments.

Bought a defective drone (DOA) from DJI, a couple of back and forths with CS, they agreed to refund it and emailed me so, now they changed their minds Bought a brand new DJI Mavic Air 2 from the DJI official website www.dji.com Received the product May 22nd. Opened the product on May 30th and tried to set it up, it gave me an error out of the box and asked me to call DJI Technical Support to seek assistance, which I have done so next day May 31st. After waiting for HOURS, someone from the DJI tech support, answered and asked me to insure the latest firmware was installed which I confirmed so and then advised me to go ahead re-calibrate the Drone again claiming the error will go away. Post handing up, I have done so and the error remained. I tried calling DJI over 10 times from June 1st through end of June, with no luck anyone picking up my calls. Finally someone from their support team answered me towards the end of June and said well I need to send the Drone back from a replacement unit as the unit sent was defective and I had to send it back to them for inspection and wait for 2-3 weeks to receive a replacement Drone. My response, was this is an out of the box dead unit, I need a direct replacement, I shouldn't go through sending it back to the manufacturer for inspection and post inspection they'll decide to send me a replacement unit or not as this will easily take a month turnaround and especially during the COVID-19 situation, which is not fair for me as here in Canada our summer extremely short, it ends by the end of August and I needed the Drone to use during the summer, hence I proposed, them overlooking their 30 Days refund policy, due to the facts mentioned before and DJI misleading me through the first phone call and trying to reach out repeatedly with no luck had lead to me finally talking to someone and explaining my case beyond the 30 Days refund policy. All I asked for is to refund the unit I bought directly from DJI and send it back once they send me a shipping label and I'll go ahead and buy a new drone from the same exact model from their local Canadian authorised dealer as I needed to have the drone to hand asap and can't wait for the month turnaround with DJI for a replacement unit. After a bit of a back and forth with DJI (see email attached), I spoke to a Supervisor (Layla) and she agreed to refund the unit and it's refresh care + package (protection package) and that I will receive and email with the shipping label within 48 hours (see email copy). Next day, I went ahead, bought a new drone from their authorised dealer (see attached invoice) as per agreement on the phone and email and waited for DJIs email with the refund shipping label. The shipping label was never sent, I sent them a couple of email reminders and finally this morning they responded by saying that my request is beyond the 30 Days refund period and that I cannot refund the drone anymore. Now am stuck with a malfunction drone with a refresh care package that I bought and paid for directly with www.dji.com and the new drone and the refresh care package which I bought from the authorised dealer here in Canada. I called them this morning and despite hours of waiting and trying to explain my case, DJI ignored me and kept saying we do apologise, the unit is beyond the 30 Days period. All what am asking for is a full and complete refund to the Drone and Refresh Care package as per their email confirmation and original invoices (attached here) and compensation of the Transport Canada official registration of $5 as the drone literally arrived dead out of the box with a major malfunction which DJI initially tried to hide, but because of the number of complains against the same issue by other customers, they started offering replacement units which takes anywhere between 2-3 weeks to be delivered back to me which I couldn't afford, hence went ahead and bought a new unit from their local retailer and started using it since. DJI customer service on the phone is terrible, Layla who agreed with me the refund and sent me an email with that and has caused all the trouble here was ver rude to me.