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51 Comments

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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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    Miguel Carrocera

    Hello I have A Phantom 3 Advance
    I lose one of de carbon propelliers at flight and I crash my drone at the jungle in Colombia.
    Warning!!I do not recomend the carbon propelliers
    I'm starting contac costumer service !!
    Some advaice?
    What' the best way to contac them??

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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?

     

     

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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.

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    Long Gia

    Phantom 3

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    3782455
    Hi, I have a "Phantom 3 pro" active operation 14 months, 
    more than 130 flights.
    When I asked the service quickly and competently respond.
    I am satisfied with the purchased quadrocopters
    Edited by 3782455
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    Javi G

    Good morning, Francis Bailey.
    I sent my drone a month ago because it happened the same as yours. Have DJI  solved the problem ??


    How long have you had to wait?

    Greetings from Spain.

    Javi

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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
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    rsh78ph

    Been a week after a response to acknowledge receipt of email regarding the defective remote of a new mavic (display with broken lines). Still no response. Poor service. Sent a number of emails. Disappointing service.

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    Long Gia

    Mavic

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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 !

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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)

  • 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

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    tv5xamap_0112

    My phantom4 remote controller do not charger

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    Richard

    I will have to agree with Genaikerr on great item but very poor customer service. I've been going around around with service department on a firmware update that trashed my video feed. Service department pretty much said never heard of these happening. I asked him to look on DJI forum there is a lot of threads. anyway they final covered the repairs. I got the drone back Saturday. I open the box and found 2 cranks in the upper shell.



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    Decarli4280

    just wondering but was it the fault of the shipper? possibly put in a claim if possible.

     

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    Rayhamlett

    I've had a few bad responses. I never flew my first P4P and I waited to fly until I could get the HDMI Output Module. After I installed the HDMI I got an Update needed Notice.I went to update but it kept Failing. So I told DJI about it and they told me to do the paper work first. Unfortunatly one form was a Chinese Form and I was told to Complete it before they would help me.It required a word processor and so I got one. Then When I started to fill out the form I got a popup saying caution this form may contain a Virus to use at my own risk. I did it and it wouldn't give me a copy to send to DJI. So I took a picture of it and sent that in. DJI sent me a Barcode to pay shipping and now I'm waiting to see if that would satisfy them. I sent my first P4P back to Amazon and got a refund and bought another one.

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    Rayhamlett

     

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

     

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    Chris Hill

    As a new customer, I have arrived at the conclusion that the DJI help center is a scam and that it is a loop of standard robot responses...No Human Beings..No answers to simple questions, no resolution just refferal emails saying "Sorry" and "We will contact you"... The care system does not appear to be joined up or functional in any way we understand on Earth.

    I had a minor collision for no apparent reason and feeling weak and exhausted trying to deal with whatever it is on the other end of an email I have resigned myself to the fact that they always intended to steal my money and not honour their agreement. I recommend anybody to not take out this package and to contact The Drone Worx (If you are in the UK), just pay for the repair and save yourself the stress and hours of wasted time trying to communicate with dysfunctional androids. Their prices are quite reasonable and they communicate in a coherent and straight forward manner.

    If anybody posts a positive experience with DJI Care/refresh I simply dont believe them or it is an insider....Fake Service! If they read this and wish to communicate then pick up the phone and dont talk in riddles!

    Edited by Chris Hill
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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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    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
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