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51 Comments

  • 4
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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. 

  • 4
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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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    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
  • 2
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    Andrew White

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

  • 2
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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  

  • 1
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    John Roderick

    Hello? 

     

  • 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

  • 1
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    j quinn

    I started with vision plus phantom 3 pro now phantom 4 pro vision plus stopped turning on years ago, phantom 3 pro had motor failure after tons on hours on it, had phantom 4 pro for a month it flew away:( I have. Claim with them for the first time after all that👆Phantom flew away screen went black never seen it again, hope they do the right thing

  • 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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    mikerocmn

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

  • 0
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    Decarli4280

    how do you know it was the prop and not user fault? I'm just curious or the bird itself?

     

     

  • 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.

     

  • 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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    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. 

  • 0
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    terry burley

    I hope one day a man shall land on the moon, I'm  sure that it will happen well before dji customer  services improve.

    Seems strange that they spend so much  money on quad inovations yet have not spent a penny on improving there customer support. 

    Proves the addige you pay pennies you get monkeys  ! 

  • 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.

  • 0
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    Chris Hill

    I was refunded for my DJI care refresh after making a claim through my credit card company on the basis of the service being "Not Fit for Purpose". Since geting my PFCO, I have taken out authorised professional drone insurance which although 3 times the cost  of care refresh allows you to pay in 12 interest free monthly installments and will cover you for just about everything, including a brand new replacement if required. They also send away for repairs to an authorised local DJI repair shop. After 8 months my remote screen on the P4Pro+ gave up the ghost so I made a claim under the warranty and John Lewis replaced it simply because they too could not get any sense out of DJI (I suspect they will stop stocking them when they have had too many complaints). I have now purchased a replacement from a company that is also an authorised repair centre (Droneworx) and their service is superb. If you have any problems they either talk you through or get you tyo return the unit and fix it within 5 working days. Their prices are quite reasonable too. With all of the offers from different suppliers it is tempting to go for a cheap bundle. My simple advice is buy from an authorised repair center until DJI sort out their customer service. It is a shame that such a great product does not have adequate LOCAL support but I guess China is a mass market manufacturer and they have not yet discovered that poor support does not lead to repeat sales.. They will, reputations are destroyed within a short space of time and almost impossible to recover from. A shame though as it is basically a really nice product.

     
     
     
    Edited by Chris Hill
  • 0
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    Rayhamlett

     

    oh yeah the chat people were as lost as I was. Terrible so I gave them a terrible rating

     

  • 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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    Andrey Savvin

    I finally got necessary papers to send battery for service.

  • 0
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    Long Gia

    Mavic

  • 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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    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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    Sandro Carvalho

    Sandro Carvalho Today at 23:24
    Yes hi there, I think we all need to complain with the cover meant from now on like the FCC, and the secretary of commerce , thus can't keep happening, every time I called DJI I had to wait at list 2 1/2 hours, for the first time I waited 1hour 45 minutes the guy anwer and than he asked me couple questions I told him my drone just toke of and didn't respond to anything I tried in the book it just flue away to never be seen again than the guy started to say hello hello hello are u there hello than he said I can't hear you call me back, really!!! That got me so mad I was using a land line phone there's no way we got disconnected he just didn't want to deal with me anymore , unfuc**believable, really DJI need a really strong competitor because it's getting out of hand, I had a DJI inspire 2 in my shopping cart was ready to buy for about $5k with all the latest technology but after I had to wait for 2 1/2 hours to set up a claim that still didn't get resolved for about 8 weeks now I just give up on DJI, we need a new company to compete with DJI something made in the USA so we don't have this problems, I wish Apple start making the next generation of drones just like they dust with the iPhone, and crush all the other competitors really! We need this like ASAP!!! DJI the worse company to deal with ever!

    IMG_2475.PNG (5 MB)

  • 0
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    Miguel Carrocera

    I had a problem with the carbon propellers of Dji, one of her in the middle of the flight shot out and the drone rushed to the ground. I have read other similar cases on the internet. The luck I have had has been twofold. On the one hand the area where it was flying was uninhabited, it was in the middle of the jungle. It was a good thing that he was a test flight because the next day he intended to record in a carnival with many people. The truth be told and it is that now I am afraid to fly in areas with people. Now after two months the support of dji has communicated a very good news. The possibility of recovering the drone after the flight analysis. I have thought of calling for a parachute, so that in the future something similar would happen to avoid damage to third parties. I do not want to imagine if the loss of the propeller had been in an area with people, the damages that would have caused. The propellers that had the drone were not the originals that came with the phantom 3 but some of dji carbon that were supposed better. Attention!!! Very careful with the carbon propellers.

  • 0
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    Jay Tabu

    I'm a IT professional for more than 15 years. I know how some support can get bad.

    I called DJI support for issues with RC not able to connect and was on hold for 1.5 hours to speak to someone. 

    First, I don't understand the support language. Hard to understand them.

    Second, support is not trained well enough to understand basic technical issues or how to address them. They were all very friendly but that's about it.

    Third, I don't write reviews, EVER. but I was so frustrated not able to use the drone in HAWAII vacation. I HAD to write something.

    DJI SUPPORT SUCK !

  • 0
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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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    Teaksta

    I am having the worst time. My Mavic  auto landed in water with 80% Battery and 75% in the RC. My phone had 10% on. I will post a video of incident t. They have my flight logs, my Dat. My on board video. The person I'm dealing with is very hard to understand. I banging g my head against the wall. Can anyone decipher this group of answers .

    Q:1) Does that mean the "DJI Ali Store" where I bought the unit is not allowed to sell to me?
    Yes, from the SN it is a Chinese version of drone and not allowed to be sold in AU market.

    Q 2) Are they an authorised seller and authorised by DJI to sell to Australia.
    Sometimes it is AU version drone, sometimes not.

    Q3) Is it illegal or against your retail policies for people like me to buy the Mavic online from China.
    It affects the warranty of DJI AU service center. Thus, we suggest to do a data analysis firstly and then provide you solutions.

    Edited by Teaksta
  • 0
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    ianblanken
    Bought a DJI Inspire 2, less then a month ago. One of the rotors jammed completely, out of the blue. Drone has never crashed or bumper into anything.
    DJI support service is horrible. Their way of giving support is to not have a drone until they have fixed the issue (which means send your drone to California, wait 2 weeks for them to asses and fix an issue which is obviously a manufacturing default instead of just replacing the entire drone as it is still brand new). A drone that cost $8000 and is used to generate business. The least they can do is send a replacement drone or just send a complete new inspire 2 and pick up the broken inspire.
    I've boughten many drones before from DJI. This will be my last.
     
  • 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.

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