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49 Comments

  • 1
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    John Roderick

    Hello? 

     

  • -1
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    farmontario

    Hi! 

  • 2
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    terry burley

    Goox morning. Has anyone else had issues with dji customer services.

    I found them unhelpful uninformed and annoying.

    Twice had the phone hung up on me. They did'nt really understand my issues with my craft and were not very helpful with getting it resolved, ending up with me having to consantly having to phone and chase them up to keep them moving forward with resolving my issue. Being that each call was over 20minutes on my mobile.

    My issue was that the transmitter would not turn on or charge after owning the Phantom 3  4k  for 3 weeks. Only had 3 flights in total.

    I am NOT A happy camper.

  • 3
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    Andrew White

    YES! Me too. Their customer service is rubbish. I've been waiting on an answer for a claim on my P4 for 6 weeks now. Absolutely pathetic. 

  • 0
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    farmontario

    I've actually had rocket service but then again I paid 6 clams CANADIAN for my repair lol. With that said yes even a Rep commented on how slick my process to turnaround happened. Now about the repair that leaves something to question because the issue of it even happening (atti-mode) issue is very discerning.

    Be careful out there when in flight and try very hard to document your atti-mode crash fails.. You'll have one or more that's a given.

  • 3
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    Brad

    I have contact DJI over 30 times for the same case via email, chat, and forum. Week after week goes by without a resolution and the same 'we are researching it' type of responses are given intermittently after being on hold or chat generally for close to an hour and no one to escalate the issue to. I haven't had the P4 for 2 months now.

    When you usually deal with companies with good customer service, it really is tough to deal with companies like DJI that let issues fall through the cracks and no one cares to actually help.

    If I had known they would send me a defective product and have to deal with poor service / repair attempts for many months and many cases, I would have never purchased one of their products. I thought I was paying up to get a good quality product. Lesson learned that paying more doesn't mean you are getting more - you need to really research the company you are doing business with.

    Edited by Brad
  • 0
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    mikerocmn

    I used e mail they were prompt for me, just a question though 

  • 0
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    mikerocmn

    I used e mail they were prompt for me, just a question though 

  • 0
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    disguisedasatree

    I am kind of on the border about them right now.  I purchased a replacement aircraft after losing one. When the aircraft arrived it would not accept firmware updates.  After many tries I called them on the second call they asked for the log files and quickly discovered there was an internal issue with the aircraft causing it to fail so they are having me send the entire package back for replacement.  The problem I have is I just bought it never flew it and now it has to go through their process before I can have one that works. Probably a month they said.  I kind of understand that they dont want to send me a new one before they get the old one back because there are plenty of jerks who would keep the battery or the camera before they send it back then dji would be out that but I also feel that having spent the amount of money that I have recently with dji they could take better care of me and get me a replacement aircraft quickly.  I guess they have no recourse if someone screws them so they just are not going to let it happen.  Thank You all you ass wipes out there that wont do honest business.  Your only screwing me not the company.

  • 0
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    disguisedasatree

    And also DJI if you are going to require that everyone upgrade the firmware you need to build a gui firmware flashing utility that is user friendly and walks people through the process cause your pdf about it is not organized well or clearly written.  It could be something as easy as a program that formats your sd card and pulls the proper firmware from your website checks it for corruption then writes it to the card and tells the user what to expect and what to do step by step.

  • 0
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    Ben Accinelli

    from experience, I get a quicker response when I create a new ticket. Their service is so slow that usually when I submit a new form letting them know I'm waiting for a reply, they will respond quickly.

    Most email-service centers want to make sure they answer every email within 24 hours. as long as they meet that first response, technically it doesn't matter how long it takes for the to respond to anything else.

     

  • 1
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    leonthelyon

    Well, after researching the different types of UAV's I come to the conclusion that DJI would be the choice for me. But reading all the comments right now makes me feel like I've made a mistake in my choice.

    Please does anyone have anything positive to say about DJI..

  • 0
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    Andrey Savvin

    For my new  3 4K I am getting cell damage battery after 2 charges. Its almost a week I still don't new battery or decision to replace.

  • 0
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    Francis Bailey

    This is the WORST customer service experience I have ever had. My Phantom3A just literally fell from the sky within a couple months of me owning it. Full battery, no bird attacks, no collisions and no other problem I can think of but into the river never to return. I really expected much better customer service from DJI given the price of their products and the aggressive marketing strategy. Here is a screenshot of where my craft went down. Even after sending the flight logs and all data requested to DJI, I am still without resolution and feeling really cut up about this entire ordeal as I saved for ages to buy the craft. Really, really, really disappointed. 

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    Andrey Savvin

    I finally got necessary papers to send battery for service.

  • 3
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    Andrew White

    Francis, sorry to hear. Any chance you had a gimbal guard attached to the bottom of the aircraft?

  • 1
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    farmontario

    Hey Andrew White, curious why you asked about the Gimbal Guard? Is there a connection to the part and quad crashes? Oddly enough mine did the funky chicken and flailed across the sky while performing a rock solid stable flight in perfect conditions, calm sunny skies. The quad suddenly jerked right, kilted violently on its side and plummeted full throttle to its demise into a thick remote bush. I found it fortunately and had it repaired (costly). It did have a carbon gimbal guard! P3Pro. 

     

    Video here https://youtu.be/VJ8QEz-lal0  

  • 0
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    Andrew White

    Yes. I highly recommend removing any 3rd party gimbal guards. Youtube "Phantom yoyo effect". They are very dangerous. I lost a brand new P4 in the lake because of this. It can mess with the VPS, trick the aircraft to think it's at 0ft (on the ground) even though you might be flying 400ft in the sky, and if you fully hold down descend stick for longer than 2 seconds you can actually completely shut down the aircraft. Trust me on this… I learnt the hard way. I witnessed mine fall out of the sky like a paper weight.

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    farmontario

    Note to self, never testing another gimbal guard! Second question, if holding the descend stick down to obviously bring my bird down, I'll likely hold it down for minutes lol. How do we avoid more than 2 seconds? Opinions! 

    That is very disturbing news about the props killed over 2 seconds ya know, I'm grounding all flights as of now until I hear otherwise.. Return to home is my best friend I guess. 

  • 0
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    Andrew White

    You can bring it down fine as long as you don't hold the descend stick all the way down (for complete engine shut down). There's actually a guy online who makes 3D printed stick guards which snap onto your joystick to prevent you from descending at 100%, preventing this very problem. My lesson learnt though was NEVER fly with one of those stupid guards. I'd rather send in a broken gimbal for repair than loose my whole aircraft again. Google "Phantom CSC Safety".  Happy flying. 

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    Francis Bailey

    Hey Andrew, No mate, no gimbal guard. I am super careful with this craft because I had a fully kitted out Phantom 2 just fly away from me in Atti mode and was irretrievable. I once almost took off with the stock gimbal lock on once but noticed the gimbal overload warning in time, since then I never travel with it. If I ever lose signal with the craft I only ever press up on the control because dependent on the height I'm flying at it normally restores signal and I never go down because with no image feed in those situations I don't want to hit anything. You guys have been far more helpful than DJI I must say. Any other suggestions? My situation more closely resembles that of farmontario's apart from me not having any gimbal lock on the device. Took off and flew the entire time in GPS mode and I was on green until it suddenly cut signal then fell like a stone. I wish it was into bushes and I am grateful it didn't fall on a person or other animal but also gutted that the fishes now own a phantom. I'd appreciate any other suggestions. 

  • 0
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    leonthelyon

    I'm so disappointed with what I'm reading, i just ordered my 1st produces and spent alot of money, and all I've read so far about DJI and there product isn't good.....

    Can anyone give me some feed back on the Mavic pro?

  • 0
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    terry burley

    I think the mavic is there newest product. I can only say that if there product is working fine, appreciate it. 

    If you need to use their customer services then please be ready for big disappointments,  they have very little experience of the products and no idea on customer service. 

    From what I have experienced  and by others on this thread 99% of customers would look elsewhere for comparable products, and better aftercare.

     

  • 0
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    Rami

    I lost my phantoms near jerusalem and no signal how can I find it

    The last post on on GPS is empty .the wind took it away

    Edited by Rami
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    terry burley

    Best you put adverts in your local papers with a reward if found.

    If you do get it returned possibly put a note in the battery compartment will your name and telephone number, stating if found please phone and a reward. 

    What happened to the return to home function ??

    Hopefully it has not landed in a body of water  or on a roof.

     

     

     

     

  • 0
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    Joe Soufi

    Andrew,  I had similar problem with my drone except i did not have any gimbal guard installed, craft was at about 10-12 ft up and jerked sideways then dropped to the ground and busted the gimbal, camera off.  i am looking to see if the warranty covers the repair, i have not even had it for a month yet.

    I am in Cali - where did you get yours repaired?

     

  • 0
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    Decarli4280

    I wonder whats going to happen with the new mavik. can you imagine if you had ANY kind of problem how long it would take. FORGET IT!!! they make more of an effort to crank em out they need to pump some of that mavin cash and do CUSTOMER SERVICE!!!!!!!                    

  • 1
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    terry burley

    If it's anything like the phantom services, forget it. I had to resolve my own problems in the end. Talking to the reps was a complete waste of time

  • 0
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    ffpdfirefighter2002

    I have not had good luck with DJI customer service at all!  I have had my Inspire 1 just over a month now and it still has not seen its first flight,  first was problems with the TB47 battery being bad, still waiting on a replacement for that, bought another and it too was dead! finally bought a TB48 battery which works! however now using the DJI Go app, it will not allow me to complete the initial activation process,  I get to the screen to confirm my information and keep getting an "Activation Failed, Please Retry"  I've tried several email addresses, tried several devices (iPhone 6s Plus and iPad Mini) and get the same results and DJI has not been able to help me at all!

  • 0
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    genaikerr

    DJI has inovative products but non existing customer service.

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