DJI, Cerritos CA

I To whom it may concern,

I am taking a moment to publicly address a matter that has transcended what one might consider a mere service oversight, evolving into an outright display of negligence and questionable business ethics on the part of DJI.

In April, I placed my trust in DJI by using the UPS label they provided to ship two drones for repairs. Weeks turned into months with nothing but deafening silence. Each time I reached out, I was met with a simple response: "wait for the package to arrive. " Only after a considerable period and immense personal effort did I come to understand that UPS had misplaced my package.

UPS, in recognition of their fault, agreed to compensate for the lost drones. This should have been the silver lining; a small consolation for the months of stress and communication battles. However, to my shock and deep dismay, DJI has expressed that they are neither willing nor able to compensate me for the drones - even after UPS has committed to reimbursing them.

This isn't merely a failure to deliver a service. It's a refusal to do right by a customer even when the means to do so are handed to them.

I strongly urge DJI to immediately address and resolve this matter. The funds from UPS should rightly be directed to me, the aggrieved party. It's not just about the drones or the monetary value; it's about trust, reputation, and ethical business practices.

If DJI does not take swift and appropriate action to rectify this situation, I am fully prepared to involve legal counsel. I sincerely hope it does not come to that. All I ask for is rightful compensation and a gesture of goodwill to restore the faith I once had in DJI.

DJI, I am waiting for an immediate and positive response. It's high time to demonstrate your commitment to customer satisfaction and rectify this egregious oversight.

I recently had the pleasure of using a DJI drone repair service, From the day I send out my drone and go over the issue with technician, repair and send back, less than a week, and pretty much everything cover by the warranty, and I must say, it exceeded my expectations in every way. From start to finish, the entire experience was nothing short of exceptional. Here's why I wholeheartedly give it a well-deserved 5-star rating

On May 5,2023, about an hour after my Mini 3 Pro drone crashed, I filed a “fly-a-way incident” report with DJI. Other than the date, approximate crash time, and similar data, my report stated, “After flying non-stop for about 30 minutes, a message said something like, ‘rotor stuck, prop will not turn. ’"

As supplemental data, I reported I was flying the drone in a city park and had flown the drone in the same park for 10 months; the drone was flying at an altitude of between 90 and 95 feet, and that there were no trees or other obstacles close to that height.

On May 8, DJI’s representative, Charles, responded that the drone was flying at 27.8 meters (91.2 feet) when it crashed. "T=17: 08, ‘H=27.8 m, ’ D=138.8 m, the aircraft crashed with the obstacle when it was flying in the counter-clockwise direction at 7 m/s. " Additionally, Charles stated, “the incident was caused by non-manufacturing factors. Therefore, it is concluded to no warranty service. ”

The drone was not located. DJI did not identify the obstacle the drone supposedly crashed into, nor comment on the controller’s message that the rotor had “stuck. ” When I pointed out those omissions, on May 19, Charles, said, “Regarding the incident, the reason why the prompt, ‘Motor stuck appears’ is that the aircraft crashed with obstacles. ”

In a May 22 email, Charles attached an aerial diagram showing the “crash” altitude as 28.9 m (94.82 feet), now, 3.6 feet higher. Charles, asserted that the drone plunged 91.2 (or 94.8) feet, crashed, then messaged its “motor stuck. ”

In his May 22 email, Charles, explained his previous statements. “Before the incident, there was no 'motor error' appear. After the crash happened, 'sensor error' appeared in the flight, however, after the crash happened, the performance of the aircraft can no longer be guaranteed. "

At some point it became clear that it didn’t matter what I experienced or said, DJI would not honor its warranty. To “compensate” for my loss, however, DJI’s representative offered to sell me another Mini 3 Pro at a 15% discount, then upped the discount offer to 40%.

Since DJI refuses to honor their warranty, I had no choice but to accept the cost minus 40% offer. Perhaps I can sell the Mini 3 Pro and recoup some of my loss.

Whatever, I’m done with DJI.
Epilogue: On May 30,31, and June 1, I received an email from DJI Customer Care Manager, Shamy. Shamy offered me a free 128GB MicroSD card to express their “sincere goodwill and courtesy. ” Then Shamy followed up with, “If you would accept this offer as a full settlement of your case, please make your confirmation here, and I will help you process it. ”

On each of those days, my response was, “Thanks but no. Neither you nor any other DJI representative will ever get even close to convincing me that my drone crashed after falling from 90+ feet then broadcasting its rotor stuck. And do you seriously believe I wouldn't have noticed an obstacle of that height after flying there for almost an entire year? I don't think you do. ”

On June 2 and 3, I received additional email from Shamy. Shamy re-sent an aerial photo showing the drone crashed at 28.9 meters, plus a final comment: " (W) e can only analyze the incident base on the flight records that you synced with DJI. "

Recall that initially DJI representative Charles claimed the drone crashed at 27.8 meters. Neither Charles nor Shamy, ever explained how the controller recorded that the drone crashed at “H=27.8 m, ” and at “H=28.9 m”; at 91.2 feet “and” at 94.8 feet.

As long as the outcome of the incident hinges on DJI’s controller’s recordings, notwithstanding the illogic of the drone supposedly crashing at two distinctly different altitudes, notwithstanding the fact that I’ve somehow failed to notice “an obstacle” almost 100 feet high after flying the drone for 10 months in the same area at the same or lower altitudes, and notwithstanding the illogic of the drone’s issuing a “rotor stuck” message “after” crashing, the least DJI could do is.

... Get its stories straight.

Such a scam …. Order drones somewhere else.their corporation is so unorganized and unprofessional they should be shut down ….

SCAMMMMMM! Customer service is the worst no english and you sit and wait on hold forever! Dont waste your money with these people. They still haven't refunded 378 dollars and its been almost 5 months!