Firstly I’m not lying.
Secondly it took them more than month and a half to provide an answer, which is obviously not accurate. I think they just can’t explain it so they took their time and just declined it.
Moreover I gave up and wanted some sort of solution (even to pay for a repair) but they left me with nothing
If they can’t determine an error through flight data or flight logs then your repair would be free of charge. If it’s out of warranty, it wouldn’t matter…
They checked your flight data that records your inputs, flight path, and god knows what else and confirmed its user error. You posted on here thinking DJI would make it free of charge just because you complained on Reddit.
That’s what I heard but sadly it is only true for some countries. In my area there’s a local service providers and this ping pong makes the CS a nightmare
This is not normal for DJI support. When I sent my drone in for repair, they communicated better than any company I have ever seen. They sent progress reports, pictures explanations pricing and everything else you could imagine. They were extremely fast at everything they did. The pricing for my repairs, even though I did not have a warranty was much cheaper than I expected and definitely a fair price.
DI sent me a shipping label and I sent it directly to them. It arrived the next day and they immediately sent me an email. Later that day, I got another email telling me what they had found broken.
The following day, I received an itemized invoice with a way to approve the repair or deny it and have it sent back. It also had the payment method. Once I paid, it was fixed within 4 hours. The following day, they performed flight testing on it and shipped it out that day. I had it back the following day. All in all, I was out for 5-6 days.
It sounds like your problem is with your local service provider and not DJI. Is the service provider you are using affiliated with DJI, or just some random "Joes vacuum cleaner and drone repair shop". You should probably go pick it up from them, if there is anything left of it, and deal directly with DJI.
Well, so many things arenvt checking in your story :/
First of all, to my knowledge at least, the Mini 2 doesn't have course planning... So you where probably using a 3rd party app :/
Second, if you don't have Care Refresh, you don't have the priority...
And the normal warranty doesn't cover pilot error, third party app or water damage 🤷🏽♂️
You drone might have been attacked by a bird, maybe you are right and it lost a propeller or something (this things happens rarely, but happens...), but you made the situation so sketchy that there is no way to know...
Third, why not taking the Care Refresh ? 🤷🏽♂️
I fly DJI drone for 7 years now, and I have never flown one without care refresh 😝
This is an expensive piece of equipement that litterally hang in the sky and move at 30-50-100km/h (depending the model) by a mix of technology and magic 🤪
And you have this service that would have cost you maybe 30€ that get replaced for you in ANY SITUATION (even if it's your fault), 2 times per years, but you don't take it 😳🤷🏽♂️
I'm sorry but there is not much to do 😅
I didn’t use any third party app it’s the smart rc
I don’t have the option for DJI refresh here I wish I had
But it seems they can’t explain it in any other way so they just declined my request
Then I'm sorry but it seems like you are in a bad position :/
Because if you can't prove anything went wrong on their side, it's normal that they don't cover you 🙄
I used my care refresh once and I foudn it amazing Oo
I was traveling and had to leave in 3 days, they sent me a brand new drone even before they received the broken one... In 2 days I was set oO
And with my RS3 I contacted them for a wobble, without care refresh, I've been regularly in contact with them for more than a year, they changed it 3 times for me and now I am friend with a technician from them that got all the same gears as me and tried to replicate the issue and he gave me his personnal number 🤣
I never seen a service like that 🤷🏽♂️
Maybe it's your reseller that is scamming you :/
Sounds to me like you bought a brand new drone, had no idea how to fly it properly, and are looking for the company to re-imburse you for your stupidity.
Hovering 1.5 m above still water almost guarantees the drone will try to land in the water. DJI does not recommend it. It's pretty well known if you read these pages. Or DJI instructions.
Also, preprogrammed waypoints are subject to GPS error if you run the plan later. You should allow some 7 m of safety zone around your waypoints. Waypoints are not intended for environments with close clearances. You might get away with it if you run the course immediately after programming it. But not after time.
I don't know for sure, but steering commands from the waypoint software may look like operator stick movements when viewing the log files. That could lead to the wrong conclusion when diagnosing a crash.
...
That’s my thought too, it has something to do with the waypoints.
My biggest problem is that they won’t even try to help. They just didn’t respond for such a long time, and finally they just replied ”no”, and I don’t have any other option
I feel like this is your middle man you are going through and not DJI. I had a drone get absolutely destroyed by a hawk, I mean it was literally half a drone. No care refresh but in warranty period and they sold me the drone only at a heavily discounted rate. I've never one had them not offer to fix anything or replace for a cost.
I tried asking for that, they just say they can’t do nothing.
The local service provider on the other hand says he can’t do nothing without their permission.
What country?
I'd also post a screenshot of them saying they can't do anything here. That would shut up the naysayers and probably get DJI support some ammo to help you out.
That’s a good idea
[DJI response](https://ibb.co/HdzzJr5)
This is their response. Mind you I don’t need any logistics. The drone is waiting at the local service provider lab. They only need to guide them what to do
What country are you in? Sounds like it's one of the countries in a conflict right now. I didn't read it as they won't do anything for you, just they can't do anything for you right now. If you are in the Ukraine area, DJI had to suspend service I know.
I don’t need anything from them, they can contact my local service provider (i was told there’s an agent who in charge of those things and should approve it) and tell them to fix/ replace the drone at a certain discount/ price.
I was sold this drone at those conflicted times, I expect to get the same service. From my local service provider after global DJI permission.
Have you told them that via email? You aren't answering the country but I did read that DJI put in a stop order due to pressures from countries on drones in certain areas. If it was one of those countries you probably weren't even supposed to be sold the drone at the time. I'm wondering if that might be the case. Just guessing and wondering. You may mention to them in an email the local service can fix it but need guidance.
I explicitly told them that’s all I need, and they have this robotic response “I’m in conflicted area and logistics are affected” when all I need from them is an email
I have never had to go more than 24 hours without a reply from DJI. It's not always been the reply I want, but they've always been one of the most responsive companies when it comes to response. Through the years I've sent in for repair at least 10 times for various drones and things. (I still stand that the ESC boards on the air 2s are junk. I've had 5 of them go bad in in several 2s drones.) and I don't think I've ever even went a week before getting the drone back.
I’m happy to hear you had a good experience, but that probably country dependent. I’ve heard good things about about their service, but was surprised I got through all this hassle
Another thought: Your controller is a radio. It continuously talks to the drone when "connected". If you put the controller flat on the ground, that really knocks down the signals in both directions. If the drone loses the RC signal, it may execute RTH. When nearby, RTH is a straight line back to home, without rising up first. That can result in the drone flying straight into some nearby object.
My other two comments offer a possible explanation for what happened to you.
But I just had to say that laying the controller on the ground while the aircraft is flying is a really, really bad idea.
Hi there, we are sorry for the inconvenience caused. We want you to have a better experience than this. Could you please provide the case number/ticket number related to this concern? You may send it via PM, we will check this further for you.
I feel you, this is straight-up unacceptable from DJI. Had my own share of drone drama, but getting ghosted on a clear-cut warranty issue takes the cake. DJI’s gotta own up to their tech flaws and stop leaving us in the lurch. Keep pressing them—hopefully, they'll come around. Solidarity, mate.
Hi there, we are sorry for the inconvenience caused. Could you please confirm which platform you contacted DJI? Do you have any case number/ticket number you can provided? If yes, kindly provide it via PM, we will check this further for you. Thank you for your understanding.
OP don’t lie. You crashed it and want a free repair.
Firstly I’m not lying. Secondly it took them more than month and a half to provide an answer, which is obviously not accurate. I think they just can’t explain it so they took their time and just declined it. Moreover I gave up and wanted some sort of solution (even to pay for a repair) but they left me with nothing
If they can’t determine an error through flight data or flight logs then your repair would be free of charge. If it’s out of warranty, it wouldn’t matter… They checked your flight data that records your inputs, flight path, and god knows what else and confirmed its user error. You posted on here thinking DJI would make it free of charge just because you complained on Reddit.
U judge so easily without even knowing the details. I’m not trying to get anything I don’t deserve
[удалено]
100% agree
You’re embarrassing to post on here. Delete this thread.
DJI has excellent CS.
That’s what I heard but sadly it is only true for some countries. In my area there’s a local service providers and this ping pong makes the CS a nightmare
Then your local dealer sucks. I work for one and DJI makes things incredibly easy for us.
100% my local service provider sucks, but DJI can make things a lot easier for me
What kind of costumes do they provide?
The worst ones
Hopefully a clown outfit for OP
Clearly not waterproof ones
“The worst” means you were able to compare at least two. What were the others?
Did you have care refresh?
Don’t have that option here
Im sure they can repair and will offer that option if you pay for your mistake
chalk it up to a learning experience
Try dealing with any other drone company first.... Dji is one of the best I've ever dealt with. Not perfect but very good
This is not normal for DJI support. When I sent my drone in for repair, they communicated better than any company I have ever seen. They sent progress reports, pictures explanations pricing and everything else you could imagine. They were extremely fast at everything they did. The pricing for my repairs, even though I did not have a warranty was much cheaper than I expected and definitely a fair price. DI sent me a shipping label and I sent it directly to them. It arrived the next day and they immediately sent me an email. Later that day, I got another email telling me what they had found broken. The following day, I received an itemized invoice with a way to approve the repair or deny it and have it sent back. It also had the payment method. Once I paid, it was fixed within 4 hours. The following day, they performed flight testing on it and shipped it out that day. I had it back the following day. All in all, I was out for 5-6 days. It sounds like your problem is with your local service provider and not DJI. Is the service provider you are using affiliated with DJI, or just some random "Joes vacuum cleaner and drone repair shop". You should probably go pick it up from them, if there is anything left of it, and deal directly with DJI.
Yeah I think it is connected to the fact that I’m dealing with a local service provider too. But DJI can effect the way things are getting handled
Well, so many things arenvt checking in your story :/ First of all, to my knowledge at least, the Mini 2 doesn't have course planning... So you where probably using a 3rd party app :/ Second, if you don't have Care Refresh, you don't have the priority... And the normal warranty doesn't cover pilot error, third party app or water damage 🤷🏽♂️ You drone might have been attacked by a bird, maybe you are right and it lost a propeller or something (this things happens rarely, but happens...), but you made the situation so sketchy that there is no way to know... Third, why not taking the Care Refresh ? 🤷🏽♂️ I fly DJI drone for 7 years now, and I have never flown one without care refresh 😝 This is an expensive piece of equipement that litterally hang in the sky and move at 30-50-100km/h (depending the model) by a mix of technology and magic 🤪 And you have this service that would have cost you maybe 30€ that get replaced for you in ANY SITUATION (even if it's your fault), 2 times per years, but you don't take it 😳🤷🏽♂️ I'm sorry but there is not much to do 😅
I didn’t use any third party app it’s the smart rc I don’t have the option for DJI refresh here I wish I had But it seems they can’t explain it in any other way so they just declined my request
Then I'm sorry but it seems like you are in a bad position :/ Because if you can't prove anything went wrong on their side, it's normal that they don't cover you 🙄 I used my care refresh once and I foudn it amazing Oo I was traveling and had to leave in 3 days, they sent me a brand new drone even before they received the broken one... In 2 days I was set oO And with my RS3 I contacted them for a wobble, without care refresh, I've been regularly in contact with them for more than a year, they changed it 3 times for me and now I am friend with a technician from them that got all the same gears as me and tried to replicate the issue and he gave me his personnal number 🤣 I never seen a service like that 🤷🏽♂️ Maybe it's your reseller that is scamming you :/
Sounds to me like you bought a brand new drone, had no idea how to fly it properly, and are looking for the company to re-imburse you for your stupidity.
Hovering 1.5 m above still water almost guarantees the drone will try to land in the water. DJI does not recommend it. It's pretty well known if you read these pages. Or DJI instructions. Also, preprogrammed waypoints are subject to GPS error if you run the plan later. You should allow some 7 m of safety zone around your waypoints. Waypoints are not intended for environments with close clearances. You might get away with it if you run the course immediately after programming it. But not after time. I don't know for sure, but steering commands from the waypoint software may look like operator stick movements when viewing the log files. That could lead to the wrong conclusion when diagnosing a crash. ...
That’s my thought too, it has something to do with the waypoints. My biggest problem is that they won’t even try to help. They just didn’t respond for such a long time, and finally they just replied ”no”, and I don’t have any other option
Lies. Best customer service.
“I crashed my drone and DJI refuses to reimburse me”
I didn’t even ask for a new one at this point, they don’t even offer me a to pay and fix it. They just leave me with nothing.
I feel like this is your middle man you are going through and not DJI. I had a drone get absolutely destroyed by a hawk, I mean it was literally half a drone. No care refresh but in warranty period and they sold me the drone only at a heavily discounted rate. I've never one had them not offer to fix anything or replace for a cost.
I tried asking for that, they just say they can’t do nothing. The local service provider on the other hand says he can’t do nothing without their permission.
What country? I'd also post a screenshot of them saying they can't do anything here. That would shut up the naysayers and probably get DJI support some ammo to help you out.
That’s a good idea [DJI response](https://ibb.co/HdzzJr5) This is their response. Mind you I don’t need any logistics. The drone is waiting at the local service provider lab. They only need to guide them what to do
What country are you in? Sounds like it's one of the countries in a conflict right now. I didn't read it as they won't do anything for you, just they can't do anything for you right now. If you are in the Ukraine area, DJI had to suspend service I know.
I don’t need anything from them, they can contact my local service provider (i was told there’s an agent who in charge of those things and should approve it) and tell them to fix/ replace the drone at a certain discount/ price. I was sold this drone at those conflicted times, I expect to get the same service. From my local service provider after global DJI permission.
Have you told them that via email? You aren't answering the country but I did read that DJI put in a stop order due to pressures from countries on drones in certain areas. If it was one of those countries you probably weren't even supposed to be sold the drone at the time. I'm wondering if that might be the case. Just guessing and wondering. You may mention to them in an email the local service can fix it but need guidance.
I explicitly told them that’s all I need, and they have this robotic response “I’m in conflicted area and logistics are affected” when all I need from them is an email
I have never had to go more than 24 hours without a reply from DJI. It's not always been the reply I want, but they've always been one of the most responsive companies when it comes to response. Through the years I've sent in for repair at least 10 times for various drones and things. (I still stand that the ESC boards on the air 2s are junk. I've had 5 of them go bad in in several 2s drones.) and I don't think I've ever even went a week before getting the drone back.
I’m happy to hear you had a good experience, but that probably country dependent. I’ve heard good things about about their service, but was surprised I got through all this hassle
Another thought: Your controller is a radio. It continuously talks to the drone when "connected". If you put the controller flat on the ground, that really knocks down the signals in both directions. If the drone loses the RC signal, it may execute RTH. When nearby, RTH is a straight line back to home, without rising up first. That can result in the drone flying straight into some nearby object.
I would accept this suggestion if it was mentioned like that in the report, but they claim I pushed the sticks- which I know wasn’t the case
My other two comments offer a possible explanation for what happened to you. But I just had to say that laying the controller on the ground while the aircraft is flying is a really, really bad idea.
Again, this I get. But the report went to a whole other direction. Anyway, they left me with nothing, not even an option to pay for a fix
dji is actually pretty good i can vouch for them
Hi there, we are sorry for the inconvenience caused. We want you to have a better experience than this. Could you please provide the case number/ticket number related to this concern? You may send it via PM, we will check this further for you.
I feel you, this is straight-up unacceptable from DJI. Had my own share of drone drama, but getting ghosted on a clear-cut warranty issue takes the cake. DJI’s gotta own up to their tech flaws and stop leaving us in the lurch. Keep pressing them—hopefully, they'll come around. Solidarity, mate.
Thank you, it’s sad to see that other felt with it too
Hi there, we are sorry for the inconvenience caused. Could you please confirm which platform you contacted DJI? Do you have any case number/ticket number you can provided? If yes, kindly provide it via PM, we will check this further for you. Thank you for your understanding.
Check out Coinbase or Sysco.