DJI Customer Service Issues

Dear DJI, I recently purchased the Mavic 2 Pro and have been enjoying using it. Unfortunately, during a flight under a bridge, I hit the "Go Home" button, but the drone landed on top of the bridge instead of its take-off point. I've tried to locate it with no success. As a landscape photographer, losing the drone has been upsetting as it was a valuable tool for my passion. I am reaching out to inquire if there is a possibility of obtaining a replacement Mavic 2 Pro or receiving a discount. Attached, you'll find the video I was filming and the landing GPS coordinates for reference. Thank you for your assistance. Best regards, N.G. Email: [redacted] Phone: [redacted]

Dear DJI, I purchased my Mavic 2 Pro drone on 11/23/18 at Best Buy and enjoyed using it since then. While flying under a bridge on 12/05/[redacted] with a full battery, I attempted to use the “Go Home” function, but the drone landed on top of the bridge instead of returning to the takeoff point. I searched the GPS coordinates to no avail, resulting in the loss of the drone. As a landscape photographer, the Mavic 2 Pro was a valuable tool that enhanced my creative endeavors. I am reaching out to inquire about the possibility of obtaining a replacement or a discount for a new one. Attached is the video I was filming and the landing GPS coordinates for reference. Your assistance is greatly appreciated. Thank you, Nelky G. [redacted] [redacted]

I purchased my DJI Mavic Air approximately a month ago. Since buying it, I've encountered recurring issues. The drone faces challenges during takeoff, requiring frequent ICU and compass calibrations. My videos show a pulsing red line or haze. During one flight, the drone twitched uncontrollably and nearly crashed. Currently, the ICU fails to complete the calibration process, preventing me from flying the drone. While I believe the DJI Mavic Air is a good choice, I suspect I received a defective unit due to possible assembly issues or faulty parts. I am looking to exchange my current drone for a new one as I have not been involved in any crashes. Please reach out to me at [redacted] or via phone at [redacted].

Hello, my name is Charles E. from Above Average Video Productions. I purchased a Mavic Pro on 10/10/[redacted] and have used it about five times. Recently, I have been encountering a "gimbal overload error" when trying to fly, which seems to be a common manufacturer issue. This is causing significant inconvenience for my video production work, and I am eager to have it resolved promptly. I have been a satisfied customer of DJI products starting with the Spark, and I was thrilled with the Mavic Pro until this problem arose. As it has not even been a year since the purchase, I am hopeful that the team can assist in repairing or replacing the drone. Thank you for your attention to this matter.

I purchased a new DJI Phantom 4 Pro+ Obsidian drone on March 12, [redacted] from a local DJI authorized dealer. I was flying it on February 4, [redacted] when it disconnected and did not return home like it was designed to. It was lost, and it took over 2 months before I found it up in a tree. I then contacted DJI support, and they refused to honor the warranty. They said that because I notified them past the 1-year warranty date, the cost to repair it ($[redacted].00) would not be covered. The date of the mishap was February 4, [redacted], well within the warranty date, but DJI's policy is based on when I reported the mishap to them. I requested the repair cost be covered by the warranty, but they did not agree, so I requested they send it back unrepaired. I'm very frustrated and disappointed.

I took the DJI Osmo 2 out of the box and connected it to the charger while I read the instructions. I balanced my iPhone 8 Plus, which doesn't seem to fit properly, and turned on the Osmo after it was charged, although it took a day to reach 3 bars. I connected it to the DJI app, and it worked for only about a minute. When I turned it off, rebalanced the phone, and tried to turn on the DJI Osmo 2 again, it would turn on briefly and then immediately shut off without giving me a chance to connect it to the app. I am puzzled about balancing the iPhone 8 Plus as it seems too heavy towards the arm, causing it to hit the main handle. Additionally, there doesn't seem to be a convenient way to connect an external microphone, so I'm unsure why I bought the bundle with a microphone that doesn't fit. I would like a refund as I am quite disappointed with the product. Also, the Osmo 2 now struggles to fully charge, reaching only 2 bars after 16 hours on the charger.

I recently purchased my second DJI drone, the Phantom 4 ProV2.0. After flying it successfully a few times and keeping the firmware updated, I encountered an issue yesterday. While trying to capture a sunset picture about 25-30 feet above the ground, the drone experienced a sudden "fly away" and crashed into a tree in my yard. This caused some damage to one of the arms and dislodged the battery. After reinserting the battery and completing multiple unexpected firmware updates, the camera stopped working. The system prompts me to contact DJI for assistance, but the firmware update folder appears empty even after several attempts. Although I have not owned the drone for 30 days yet, I am wondering if there is any warranty coverage for such incidents.

I recently bought two new batteries for my Mavic Pro, but they failed to charge. I returned them and got another set, but the issue persisted. Despite leaving both sets to charge overnight, they still wouldn't charge. When I contacted customer service, they requested images of my receipt and a video showing the problem. Can I send these files to confirm the issue? I would like to exchange the batteries for functioning ones, considering the store where I purchased them no longer sells Mavic products. Name: B. Guerena Address: [redacted] Pleasant View Drive, Columbia, TN [redacted] Phone: [redacted] Email: [redacted]

Hello, I'm Donald Brock. This morning, my brother and I ordered 2 Mavic 2 Zoom drones. I am seeking confirmation that both orders were accepted. However, I am unsure if flycamshopp.com is an authorized DJI dealer or a scam site. This uncertainty is causing me to consider stopping payment on both orders totaling $[redacted]. The order numbers are #[redacted] and #[redacted]. I urgently need clarification on the status of both orders. Thank you. Sincerely, Donald Brock

Subject: Frustration with DJI Products Dear DJI, I am experiencing ongoing issues with your products and feel extremely frustrated by the lack of assistance from your support team. I have spent over $6k on DJI hardware, and these malfunctions have disrupted several important photo shoots and trips. I am seeking a reliable device that performs as expected and would appreciate guidance on how to address these recurring problems. Thank you, David

I experienced some issues with my Mavis Mini 1 during takeoff. The home point was confirmed, but I lost control when the drone was about 5 meters away horizontally and 8 meters vertically. It then rose another 2 meters vertically on its own before crashing into a tree. Despite updating the DJI Fly app recently, I still couldn't regain control.

I recently flew my DJI FPV drone to show my family, who were impressed by it. Today, when I attempted to fly it again, the drone wouldn't turn on correctly. It's not making its normal startup sound, the LEDs aren't lighting up, and I'm seeing various errors through my goggles such as Sensor system error, GPS module not detected, GPS error: restart aircraft, Airsense comm error, and Battery installed incorrectly. I've had the drone for just over a month, haven't crashed it, and only flew it in a field in sport mode previously. Any assistance would be greatly appreciated.