DJI Reviews

Wrote on a forum and their team contacted me and told me theyd send a shipping label - they didnt - when I ask 5 days later where it is they said i need to pay £255 absolutely avoid

I purchased a DJI Mini 3 Pro drone with "Fly More" package.

What an absolute brilliant drone that in my, and my two grandsons, opinions performed even better than all the YouTube DJI Mini 3 Pro "hype" would lead you to believe.

Unfortunately a week or so after I received the drone I had an unforeseen dental bill of over £1,000.

I contacted DJI and they immediately offered to arrange free collection and a full refund for the whole package, even though the drone had been flown.

Without a doubt this was the best Customer Service experience ever.

I will definitely be purchasing another DJI drone, as soon as I can afford one.

Their Osmo 6 is terrible. Fiddly and complicated to use, so many buttons to press to set it up. Then the camera will drop into a different mode. Set it back to apple twice and in the end just got a refund.

My drone had flewaway/crashed not so far away from me. I spent a good fre hours looking everywhere but was unable to locate. I had DJI Care Refresh and within a few days my request was handled and was sent a new drone within the same week.

Super happy with their customer support and the team which handled my query were exceptionally kind.

Thank you DJI! I will be continuing to use your services and products!

Just a warning to future buyers & owners, if your DJI product was to develop a genuine hardware issue, don't expect a replacement without handing over more money!

My drone was lost at sea and even though the flight logs clearly show a genuine hardware error which led to it's demise, the DJI support just give an uneducated explanation for drones coming to grief flying over water - It collided with an obstacle!

I am also also expecting a generic reply to this message.

Update: As I have already explained and as the data shows, the drone did not collide with anything, it was stationary when the first error appeared and well clear of any obstacles, there were no idications via the logs to say otherwise. Your support team contradicted themselves several times as the generic explanation from them was incorrect on this occasion.

I and anyone else will understand it's not in your best interest to admit there was a hardware error, it's not good for business, but how you handle it is important to your customers!

CAS-12644144-L9K8Y2

Absolut terrible experience, would not recommend purchasing with them direct, wish I saw the reviews before I made the online order (CAS-12535946-Y7P5S1)

Everything was smooth until you want to return for a refund. They will make it impossible for you to get a refund, returned the order a month ago, but apparently something went wrong during the return so they need to investigate with their return carrier .

Been an month since investigation was opened with shipping company, and tracking eventually updated to "investigation closed with proof of delivery"2-3 times, but yet they are still somehow claiming investigation was never closed and still ongoing, and would not know when it would finish despite been ongoing for a month and will not be able to refund until investigation is closed.

DJI can basically just keep claiming your investigation is still open and never have to refund, because they themselves can not even tell you when the investigation will end or what is happening and why you as the customer is being held reasonable and holding your money hostage.


WOULD BE VERY CAREFUL PURCHASING DIRECT ONLINE WITH DJI AS THEY WOULD COME UP WITH SOME BS TO NOT REFUND YOU WHEN YOU RETURN

After 2 years had a faulty barometric unit and send it to DJI for repair. All super organized: label for sending it, regular updates on the status, good offer for repair cost and got it back in no-time and while I just received the package a call if I was satisfied and had further questions. When I opened the box I found out that the whole Mavic-Mini was replaced with a new one. Well organized!

DJI Mic - not plug n play.
I received the first DJI Mic - out of the box it just kept failing to update. I tried everything on every forum and ended up updating the firmware 7 times - it failed to update and the same error.
DJI website help was useless. You are left totally alone.

I swapped the product with reseller. The new one arrived and it worked - right out of the box. Until 10 minutes in on my iPhone a pop up came up saying it was a headphone. From that point on the audio failed to work as the iPhone saw it as a headphone and not a Mic.
I removed it - replaced it - and it just stopped working.
I went to every forum - no help - but hundreds of complaints about the same thing. And DJI "ducking their responsibility" to fix it and help it.
So not encouraged. In the end I turned off the phone - tried in multiple phones ... and it suddenly worked again ... no explainable reason why.

Sound quality okay (when it works) but not top end audio. So I recommend staying away from this product. I'm shocked as reviews had been good, and DJIs other products I have work just fine. But I guess they are just not an audio company. Go for a well known audio brand is my suggestion.

DJI - sort your after sales service out please.

I am a long time (since 2014) DJI customer, and their support continues to be absolutely terrible. This is the 3rd time I have had to contact DJI support for issues in the 9 years I've owned Phantom drones, and it is the 3rd time I have been met with absolutely horrible service.

I have a Phantom 4 Pro v2.0 that, after 2+ years of reliable operation, lost the link between controller and drone. After completing all of the troubleshooting I could find online, I contacted phone support. I was answered by a pleasant and polite individual, but she obviously was reading troubleshooting cards and could not grasp the actual issue - she kept providing me with firmware update instructions that were not the correct procedure. (I found the correct procedure and ran the firmware updates myself.) She said she would send my issue up to tier 2 support.

Upon not hearing from Tier 2 support in the promised timeframe (2 business days), I reached out at the end of day 3 and was given an email response that was completely ignorant of the actual problem - the linking problem was never mentioned. I provided a detailed status and troubleshooting steps taken. I was thanked for this, and asked for a video showing the issue, which I provided that same day (a Friday).

I heard NOTHING from DJI for the next 3 business days, and submitted an update request which was answered with a polite apology for the delay. I continued to hear nothing for the rest of the week, and at the end of the week I requested a telephone support call with tier 2 support to troubleshoot the issue to its conclusion.

On Tuesday (7 BUSINESS days after submitting the requested information to them), I received a brief email with a pair of already-tried tier 1 support suggestions, and a request to ship the drone back to them for testing. I emailed them that this was unacceptable to skip phone troubleshooting, as DJI maintenance support is notorious for taking an extremely long time, and weeks longer without my business tool was unacceptable.

No resolution has been achieved, now in week 3 of this escapade with no end in sight. I'm at the mercy of DJI's tier 1 support, who are obviously not informed enough about the products they support to properly support them, and tier 2 support who is unwilling to directly engage.

I am a 15 yr old student and have a Dji Mini 3 fly more combo with the Dji RC controller. I have also had a Dji Mavic mini. T have had no problems with both of these drones and also find them very reliable and use full for my photography which i do for a GCSE.

Man, I'll tell you. The agents are like robots. NO idea what's going on in any conversation. I speak English, it's my first language. The techs and agents... BARELY speak English. It's like someone taught them 200 words and said, okay GO! Like they are 6 year olds handling my $800 drone.

I haven't gotten any update, I can't get any information. Conversation is excruciatingly difficult.

I DO, love my DJI drone. I love the way it operates, flies and the software that goes with it. Really impressive.

Have you called? The recording? It's still talking about covid 19. WHAT?
The website is ancient and hard to navigate to support resources. NOT intuitive at all.

I would think that a company with such a great product would work harder to deliver a higher level of customer service.

Terrible.

After purchasing my brand new DJI mini 3 Pro, literally three weeks after purchasing my DJI Mini 2. My drone encountered a failure!

This would have made my third time taking it out. Firstly the drone was taking extremely long to get it to go into Active track, as the RC screen kept saying, this is not available as it needs to be a person not an object or words to that effect. Anyway, when it finally did go into active track, and was following my wife as expected. She walk about 20 - 30 meters or so then near by a tree, as the obstacle avoidance was on (NOT Parallel mode, which is advise to not do around trees and objects). When the drone was following her towards the tree branch, it braked when it sensed the branch, then got confused and raised up then went straight into the tree on its right, although my wife walked to the left away from the tree.

It eventually fell to the ground and damaged the two front wings.

When I got home I called DJI and was put though to Rose, who was very helpful Lady. I explained the case to her. She advised that as I had purchased the drone less than 14 days (9 days) and had this experience, that I would qualify for a replacement drone, so fill out the form online and a label should be sent within two days.

I filled the form with Rose on the line, and I also have the full video footage with of the day when trying to activate and when the drone finally went into the mode, but flew itself into the tree. Rose advised that they would be able to pull this up.

I sent the drone back via courier which Rose had arranged labels to be sent on 17/04/2023.

Today 26/4/2023. I receive an email stating that the drone had flown up and avoided an obstacle then flown into tree, and this is not a manufacturer issue, and a bill explaining I would need to pay for courier back to UK.

I am totally in shock how they came to this conclusion. Then to top it all off, when I call DJI support, and passed through to the team that deals with the data analysis of the drone, the young man was talking over me, whilst trying to explain my plight, and then hung up the phone on me.

I am now having to seek legal advise with the home store I bought the device from, as I have all the video footage which shows the whole event.

Any advise who could help me with this?

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Note to DJI,
I sent the Video to the advised email FAO Jack as told to when Rose kindly called me this morning.

Awaiting your response. Thank You..
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Note to DJI2
The Video was sent three days ago, of the actual footage where the Drone flew itself into the tree branch whilst on Active track, as my original statement. The footage is just 5 minutes long, but again taking over three days, and still no response from DJI!

Today will make 14 days since posting the drone back to DJI, no fault to them for the oversea postage, but there don’t seem to be any rush in supporting your customers. My whole Droning experience has gone to pot now, and I really don’t feel like I will continue with this latest hobby, that never even took itself off the ground. Pretty depressing as DJI seem to control the market from my research and it’s not the support you would expect.
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Note to DJI3.
This issue has finally been resolved, it appears DJI had not seen the video evidence of the self collision of my drone whilst in active track mode!
DJI have now done the honourable thing and replaced the drone, but I still had to pay a discounted repair bill in order for them to do this. But this is better than nothing I suppose.
3/5/2023.

DJI are simply one of the worst companies I have ever dealt with. They sent out an incomplete order, I contacted them straight away via web chat (no UK phone no. for order issues). I provided all information and supporting pictures immediately. 3 Weeks later they are still "escalating" the issue and looking into. They claim to have sent it out but have provided no proof. Going back to payment service to get money back. Avoid if possible.
Edit: Over a month later DJIhave admitted it was their fault but I still haven't received a refund.

A warning to future buyers and current owners of Dji products: Once the items was faulty even if it is not your fault, don't expect Dji Customer Service will help you. Contacting their CS is like a merry go round, they are very polite but NOT helpful at all. For SG consumers, there is no Service Centre, they will request for you to ship out their disposable products and expect you to pay even more even if your item is still under warranty. If they found out that it is your fault, they will quote you for another repair cost. To save yourself from all the hassle and stress, just buy a new product from them. Let's make them very rich. Very seldom you see a bad review from youtubers. Why? Of course, they are sponsored! Read forums and feedback from real users (and not Dji sponsored youtubers - all they say that the Dji products are good) but in reality, the review here in TrustPilot is more worthy to read and forums.

How can a company that produces the best consumer Drone products in the world have the worst business structure and customer interaction I have ever experienced?

I imagine the engineering department working away in their labs doing a great job turning out brilliant products. While the management of DJI are sitting in a glass tower writing company policy so complicated to confuse their staff and customers for the pure purpose of torturing us.

A large portion of Drone customers would be travellers like myself. We are going on international and domestic trips and want to take a drone to film the beautiful places we see.

If you have purchased the insurance and warranty of a global company, with stores in major cities across the world. You would think they would be smart enough way to leverage their international network to make the most efficient warranty, repair and return system possible to support international travellers.

But No. Unless an incident happens to your drone in the country you purchased. To activate your care service. You have to try to speak to someone from DJI in your home country to inform you that you have to fill out a special form (This information/ form is not online) so they can generate an appropriate shipping label for you to attach to your broken drone and ship all the way back to the country of purchase. You then have to arrange a special and very expensive DHL/ Courier company pick up of your new drone from the DJI centre in your home country so that it can then be delivered to your country of travel.

Since most travellers have no fixed address and are constantly moving this whole process is useless and there is a good chance it is likely to cost you between half to the full cost of a new drone. In my case to send from Portugal to Australia and back again with insurance was going to cost at least $400AUD plus the fee for my care service of $100AUD. With no idea of how long it will take for all these deliveries to occur plus all the time dealing with post offices.

So i attempt to cancel activating my care service as it is just not worth going through their process. Instead, I got to the Lisbon DJI store who fix the drone in a matter of hours for 340 Euro. A painful price to pay when i thought i was covered by DJI care service program. But I was very grateful that the drone was fixed so quickly.

Due to the delays with DJI and their horrible process, we lost the chance to take footage at many great locations. Thanks DJI!!

Imagine the many seamless ways DJI could use their international network where I could travel to the nearest DJI store and hand in my broken drone, have it repaired or pick up a new drone under the care service. It would be good business for the store, quick and cost-effective for the traveller.

So DJI customer service says they will refund me the Care Service $100 charge because they never sent me a drone. Weeks later i still do not have the refund But today i check the credit card to find they have deducted $500 for me not sending the broken drone back to Australia.

Can you feel my frustration? Now i have to waste more time trying to get this refunded.

DJI. Get your act together!!!