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New Reviewer

DJI WON’T SEND MY UN REPAIRED DRONE BACK!

DJI WON’T SEND MY UN REPAIRED DRONE BACK!
I sent in my MAVIC PRO for a repair after it stopped connecting to my remote control and iPhone. They promptly assessed it and gave me a $600 estimate to repair it. Then they offered a 10% discount on the repair. To take advantage of that, they had to email me another link to use that discount. After asking them to resend it for 2 weeks, they never did.. I was so over their *** customer service and seeing that this model is discontinued and the Pro2 is now out and the Mavic Air 2 just came out, I declined the repair. It has now been a month since I received the repair quote, and they still havent returned my broken drone or remote control!! This is absolutely insane and completely unsatisfactory!!!

User's recommendation: Don’t send in for repair u less you know in advance it’s a warranty covered issue!!

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ID
#2111427 Review #2111427 is a subjective opinion of poster.
Service
Dji Customer Care
Pros
  • Good unit until you need service
Cons
  • Deplorable customer service
Preferred solution
Send my defective drone and working remote back or send a new on if you can’t find mine

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

DO NOT BUY!

Do yourself a huge favor and DO NOT buy a drone from DJI. You will regret it if you ever have to involve customer service. FACT - my Phantom 4 worked fine until I had to download the DJI GO4 app. There was an immediate problem and the drone and controller were clearly having communication issues. Others have had the very same problem. DJI, incredibly, denies this, "If it's the software that caused this, then all of the Phantom 4 user experienced the same." They said that AFTER they said this - "We understand that the problem seems to start after the new app has been downloaded", so the fact is they will lie to you. Or at least some of them will. The honest comment came from a first level customer service rep in November, the dishonest comment came from Francis, a technical supervisor in February. Three+ months and 30+ emails (all kept to substantiate) and they still think I should pay $438.30 (hey, discounted 10% from the original $487!) to fix it. They claim a hard landing (it's their go-to response to stick the blame on the customer) caused THE BOARD IN THE CONTROLLER TO FAIL!! They've sent responses that imply it was the first time I contacted them. They ignore specific questions and information and just stick to their script. They came back to me a few times about the warranty being out of date. It's not a warranty issue, I never mentioned warranty, why are we (again) talking about warranty? We're talking about your app disabling my drone and then nothing being done about it! After their most recent response saying I can pay or they will just send it back, I said send it back. I intend to make a video while I blow the thing apart. My guess is that a prospective DJI customer watching an actual DJI customer blow up a $1500 drone will send that buyer elsewhere. After telling supervisor Francis that this was what I intended to do, "We apologize for the inconvenience." is what was offered up. An inconvenience??? That's what they call it when they disable a $1500 customer drone and refuse to fix it! While I'm out $1500 it is my hope that this review will save countless others the agony of dealing with dishonest DJI and will ultimately cost DJI far more than $438.30 in lost sales and margin. They truly deserve it. Do not make the same mistake I did - DJI has a lousy track record, it's well documented now. There are far better options out there. Worst customer service experience of my life. Don't let it happen to you, don't be the next victim.
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ID
#1806474 Review #1806474 is a subjective opinion of poster.
Pros
  • Good unit until you need service
Cons
  • Deplorable customer service
Preferred solution
Deliver product or service ordered
New Reviewer

DJI do not honour their warranty on their Mavic 2 Pro Platium

This is a warning to all consumers thinking of buying a DJI Mavic Pro drone. DON'T. I purchased a drone and within 3 months, the camera gimbal stopped working. I sent it in for service and they refuse to honour a warranty claim. Instead they want $259 to repair it. My drone has never crashed. I also uploaded ALL my flight data to DJI and they confirmed my drone has never crashed, but still refuse to honour a warranty claim. Here are just a few links to sites where other people have had the same problem with their drone. https://www.youtube.com/watch?v=0ojFjF77fRQ https://www.youtube.com/watch?v=dq8t38UqlKA https://www.youtube.com/watch?v=UoKtUbl0URo https://www.youtube.com/watch?v=g3Be4yDvB_g https://www.youtube.com/watch?v=VDhUd_zrBOw https://www.youtube.com/watch?v=gY8Jc9_VTeA https://mavicpilots.com/threads/gimbal-calibration-error.26378/ https://www.youtube.com/watch?v=UrjggPyLyCg https://mavicpilots.com/threads/mavic-pro-gimbal-knocking-stuck-in-a-loop.48385/ https://phantompilots.com › Phantom 4 › Phantom 4 Discussion This is the response from DJI following assessment of my drone and all my flight data, "For your claimed case CAS-nnn (wihtheld), there was no crash found from both the APP records and the flight data, we are unable to process data analysis due to insufficient information. Without the data analysis, we couldn't confirm the existence of the flight incident and figure out the cause of the incident. As such, we are not able to offer warranty service. Sorry for what happened." Do your own due diligence before you purchase a DJI drone, but from my experience, there is a fault with the drone and DJI refuse to acknowledge the fault or repair under warranty.
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ID
#1447906 Review #1447906 is a subjective opinion of poster.
Reason of review
Warranty issue
Loss
$244
Preferred solution
Let the company propose a solution

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