ComplaintsforDJI Service LLC

Drone Sales

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Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased Used drone Mini 2 SE online on **** that came to with box, original controller, cables and actual drone. It was purchased in **** auction and bound to someone's account. Drone Serial Number is ********************. Spoke to DJI about it, they wanted proof of purchase (receipt), pic of serial number and authorization letter. I provided them all but now they're saying they need a stamp on the letter. The **** seller who sold me drone doesn't have stamp and I don't think it's fair for DJI to not accept the letter as valid document just because there is no stamp on it. Anyone can sell goods on ****, they don't have to be a big business and hold stamp is what DJI needs to understand. If I call them over the phone, they refer me to their email department and their email team is super slow as they take 2-3 business days to reply one email. It's been pretty frustrating process trying to resolve this one issue. Remote controller I got belongs to same drone and box which confirms everything came as complete set. My **** seller also mentioned that he purchases auction pallets and that's where he got this drone from, so this drone was customer returned drone that someone bought it, activated and returned the drone for some reason and got his money back. Now just because someone activated the drone once, DJI keep calling him previous owner when that person returned the drone for a refund. At this point, Im the owner but DJI won't listen and doesn't seems to accept documents that Im providing.
Business response
09/16/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Customer response
09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please close my case...i'm all good!

Sincerely,

Prince *****
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a DJI drone for my child as a Christmas present last year. I used it for the second time in July this year. When it landed, it suddenly started smoking. I contacted customer ********************** and confirmed that we were still within the warranty period. They then sent it back to them. They exchanged it for a new one and I waited over a month for it to arrive. Now they are asking me to pay $280 for repair fees. They said that the water damage was caused by human error and was not covered by the warranty. I bought it new for $300 They also said that they would not take care of it if I did not pay within 7 days.
Business response
08/15/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased the *** Air 3 (RC2) Fly More Combo with 2 Extra Years of *** Care Refresh for $1,800 Brand New. I registered the aircraft with the U.S. FAA. I was flying in my backyard June 26th in sport mode, when I switched to normal mode the aircraft would not Fly in any direction because the omnidirectinal sensors had locked me out resulting in the aircraft trying to maneuver by itself ended up crashing. I watched and then checked the analysis from the crash and my experience shows it was not my fault. I've never broken a *** product before, I'm also physically and mentally disabled since a accident in 2017 where I don't understand as well as I used to. On the evening of June 26th I called *** ******** Support and got *** ******** Care Agent **** who told me to ship my *** products in the original *** box (that I always keep the boxes for warranty purposes and selling purposes). So I did what *** rep **** told me to do step by step walking me through with **** telling me what to click on. I explained that i don't understand because the aircraft is under warranty and i have 2 years of *** Care Refresh that i paid $202. June 27th the very next day I used the *** label *** had provided me to ship my *** Air 3 Fly More Combo to in *********, ** where they very quickly told me it's my fault with no evidence to show me so I paid the fee either way. The *** Air 3 they sent me is damaged right out of the brown box. *** kept my original box I was told I'd get back, all my propellers arrived broken, or missing, the manual is missing, type-c to type-c data cable is missing, the aircraft has light scratches, and when powered on inside or outside I get a GNSS code that pops up randomly causing the aircraft to not slow down on landings. I was told if I picked and paid for repair that I'd receive my original aircraft back fixed. If it could not be fixed or I used my *** Care Refresh they would send me a brand new aircraft, replace the broken props, ship back everything I sent ***.
Business response
07/16/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
DJI is knowingly producing failing and faulty batteries and then offering a 'discount' to customers to purchase a new drone.This is a scam, they are forcing customers to shoulder the cost of their faulty product. Legal action should be taken. These drone cost over ***** and if it were theft, it would be a felony.
Business response
07/03/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Initial Complaint
05/09/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of the Transaction:May 1, 2024 The Amount of Money You Paid the Business:USD $792.57 (Price paid for the *** Pocket 3)What the Business Committed to Provide You:*** committed to delivering the Pocket 3 camera, which was supposed to be delivered by 7 PM on May 2, 2024.Nature of the Dispute:The dispute involves a failure in delivery and subsequent customer ********************** issues. Despite the commitment for next-day delivery, the item was not delivered as promised, and I received ineffective responses from both *** and *** after numerous communications. An attempt to pick up the package from a specified address resulted in finding that the package was not there, leading to further complications and lack of resolution.Whether or Not the Business Has Tried to Resolve the Problem:Both *** and *** have attempted to resolve the issue but have been unsuccessful. Communications have been unproductive, and the last communication involved being directed to a non-existent parcel at a specified pick-up location.Account/Order/Tracking Number:Order Number: ************* Carrier: *** Tracking Number: 1Z57E7194293974842 If the Issue Involves Advertising, When and Where the Ad Was Seen or Heard:Not applicable in this case, as the complaint primarily involves delivery and service failure rather than advertising.
Customer response
05/09/2024
below is the ***** and PHONE number I received from DJI
SUPPORT TERAM: ***************
DJI Support <***************>
*****
DJI Customer Support
Online **********************: **********************************;(Mon-Sun 00:00-24:00)
Website: ******************************

*************
Dealer Inquiries:
*******************************
Media Inquiries:
*************
Marketing:
********************
Enterprise:
******************
Address:
L.A., **********, ****
Office Hours:
Monday to Friday, 09:00 to 17:00 (PST)

Business response
05/24/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI Support
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ORDER # ***-0293036-8164246 Amazon.com 4/29/24 *** just announced a new drone that would only be available on amazon and Best Buy. Not on the *** website. The video link towards the end of this goes into details as to the drone we received. *** claimed this was an upgrade from the mini 2, but after careful analyzing and going into the specs, there are features that are missing on this drone, than on the mini 2, and they are charging more with the fly more bundle kit. Notes that are missing are the front flashing rgb light that helps with aircraft visibility, no file transfer button, and a hidden feature to hide from users eyes, inside the battery compartment, it says *** Mini 2 **..... What they did is basically took the *** Mini 2 ** that had lower specs, and slapped a 4K mini sticker on it, to basically call it the mini 2. It's not the mini 2 though, it has the missing features which personally is a big issue for beginners like they are trying to aim at. It is important that drones have a good rgb light strobe system. When I fly my mini 2 at night, it is visible, with the mini 4K though... It's flying blindly. This is an absolute huge concern for anyone flying up high in the air when aircraft can be present. The main issue here is that *** put this on other markets and not on their main website. They claimed this to be an upgrade from the mini 2 by offering 4k Zoom 2X, when actually the mini 2 already had this. They actually took features away and slapped the 4K Mini sticker on it and said, here is your new drone. This is the mini 2 se with a 4K sticker. The ** didn't sell the greatest, so they put a sticker on it and called it brand new... This is wrong in all shapes and sizes, and a drone that *** should take off their market. They say it's the best affordable 4K mini drone, but that's a lie, the mini 2 was the best and had the full specifications that were not taken away like this one. Here is the video. *******************************************
Business response
05/03/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Customer response
05/03/2024

Complaint: 21663667

I am rejecting this response because: I have not yet received an email regarding the concern

Sincerely,

***************************
Business response
05/16/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Customer response
05/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
the folks at DJI push a DJI Care Refresh when you register the Drone $59 for a 2 year plan - which includes free shipping and return of damaged defective drones to them ..... $29 replacement fee for a damaged drone and Flyaway fee $115 (if you loose it totally)I BOUGHT THE WARRANTY - when I tried to place a warranty request under DJI Care REFRESH i was asked for $29 shipping to them and $170 REPAIR FEE HOLD ON MYCARD - I tried to explain to the customer ********************** person but the just ignore and say authorize it OR YOU WON'T GET SERVICE I GUESS AFTER THE BAD SERVICE AND RESULTS PERHAPS I SHOULD ASK FOR THE COST OF THE ***** AND THE WARRANTY......... I'LL JUST GO OUT AND DEAL WITH ANTHOR COMPANY
Business response
04/30/2024
Dear Customer,
Thank you for your response. Our team will follow up with you in the next few days.

Best,
DJI Support.
Customer response
05/01/2024

Complaint: 21635714

I am rejecting this response because: the desired resolve has not be obtained........
1) they had a chance to read my complaint with the fact that they were not adhering to their DJI Refresh Warranty....
a) They wanted to charge my card $199
b) the Warranty as shown on their website would be only $29..............
c) they could have looked me up by my name - or email
There was not reason at the time of first response they couldn't have offered me to Honor their Warranty and perhaps even honor my request just to give me my money back........ IF I RETURN THE DRONE.......
They Had the Information in front of them.... SO DO NOT CLOSE THE ************ THEY'LL JUST TRY
TO WEAR ME DOWN - as many other people have said on the Web - -let's see should have been How Quick can you send Drone back with Free shipping Label We Apologize........... BUT THEY DON'T DO THAT

Sincerely,

*****************************
Business response
05/01/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Business response
05/01/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Customer response
05/01/2024

Complaint: 21635714

I am rejecting this response because:
It has been too long to satisfy a simple claim in the contract language.......... I would like this matter settled - refund me the money ............ They are doing the best they can do to avoid reading the documents that I have attached. Simply Put, if they were on the level they would say Yes you bought the refresh plan
Yes we advertise - $29 repair Free Shipping we should send you the Free Shipping Label Right away........
YET - THEY ARE DRAGGING ON SINCE LAST WEEK......... I asked to speak to a supervisor last week.....

I'll wait to have this resolved until Friday............ THANKS

Sincerely,

*****************************
Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The *** M300 drone malfunctioned during flight and was lost with LiDAR payload. The malfunction is now a known recurring issue on *** M300 RTK drones. *** did not notify us of the problem and now we have lost a ~$37,000.00 piece of equipment. We have uploaded the flight logs as well which they came back and asked us to pay them for review of.
Business response
05/01/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ******************
Online Support: **********************************

Sincerely,
DJI
Customer response
05/09/2024

Complaint: 21591676

I am rejecting this response because it did nothing to resolve my issue with the $40,000.00 of missing equipment that is missing due to their faulty technology. They contacted me and indicated once again they cant do anything but provide a small discount if I decide to purchase another drone. Why would I spend another $32000 on equipment that will likely do the same thing?

Sincerely,

***************************
Business response
05/31/2024
Dear *****,
We are sorry for what you have experienced here. We have forwarded your request to our complaint team and they should get back to you ASAP.
DJI Support
Initial Complaint
03/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Lied about what happened to my drone to dodge replacing the drone. Me and so many others have had problems with customer ********************** of the scummy company. The first thing is the drone was defected when I got it I sent it back for a repair and didnt mind getting a repair but I tired of emailing and waiting so long with the Analysis of the drone. One of the big problems was your team couldnt pull data from the drone and had me write up a report of what happened and after days of trying to get them data I told them to just send it back after a month of waiting just to have them make up a story out thin air about what happened to the drone. Id like know how you knew what happened to drone when you couldnt even get data from it? The story also doesnt add up to what happened with the drone. The drone lost connection the battery wasnt hot? So where did you get the idea that battery was too hot?
Business response
04/08/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ********************
Online Support: **********************************

Sincerely,
DJI
Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a DJI Mavic Pro 3 with accessories including a ******* 256 Pro Plus card which was recommended for this drone. I went on a recent trip and saved a number of drone photos and videos. Upon return I realized all the data was saved internally and not on the card. I went through the help pages and realized my card was not being recognized by the drone. I reformatted the card as specified by DJI but the card was still not recognized. I contacted *** and after an extended time with this chat person they concluded that there was a defect. However, since it was beyond their 14 days warranty time, I was out of luck. Really, 14 days for a $5000 plus drone? They declined further help. I really think this is super poor service, especially for a large international company.
Business response
04/01/2024
Dear Customer,
We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.

If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:

Tel: *****************
Email: ********************
Online Support: **********************************

Sincerely,
DJI

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