Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One day i got a notice on the *** *** app and it said it needs to update firmware,so i updated it.then i went to *** my drone one day and everything was okay so i flew the drone out over the lake and let it hover there as i was looking through the app menu,while doing this over the remote speaker it said the drone is pre pairing to land,remind you i didnt touch anything,so i hit the return home button but no responce the app locked up and was un responsive no matter what i did nothing happened.so needless to say my drone landed in the lake and is now gone.the problum started with the app update..i contacted dji support and told them what happened and they said it will be looked into.then i get a email asking me to submit the flight records and a couple other things i had no idea what they were talking about so the most i could do is send them the flight path on the incedent of that day.then they wanted some more info on this and i told them im not a computer wiz and i dont know how to do what they are asking me to do i sent them everything i could from my tablet and there app recordings..it seemed everything i sent them wasnt good enough they wanted something else again i told them ive sent everything possible from the app of the day of incident.and i told them that the app didnt record anything else besides what ive sent them.and that the app since updated didnt record everything it was suppose to *********** checked this on the ***** complaint website and im not the only person this has happened to since this app updated they told me my drone was out of warrenty then.the company offered me a *** discount on a new drone and i simply refused this because they wanted me to pay *** for the dji refresh program then pay another **** for a replacement drone..i told them this is unecceptable since it was there program that up dated and caused my drone to land in a lake.then they offered me a *** discount and again i refused this offer

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Dear *****,
  
  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: +X (XXX) XXX XXXX
  Email: ******************
  Online Support: **********************************
  
  Sincerely,
  DJI
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The dji company has said this to me befor that i will get a responce.but as to date nothing has happened.ive read responces from other un satisfied customers that dji said the same thing to them and some customers have been waiting months for a responce only to be told there drone is out of warrentee or something similar,i do not wish to be one of those customers who are just pushed aside and answered by a pre pasted responce from the company.i have read many complaints from customers to dji and the responces from dji are very alarming to say the least.under no circumstances do i wish to be one of those statistics and pushed aside like nothing has happened.if this application update from dji worked properly i would still have my drone to this day but it failed causeing me to lose my drone and this is very serious considering these drones cost alot of money..the only answer i would except to hear from dji is they are sending out a replacement drone a.s.a.p for this mishap,and that they have recalled this update and rolled back to the previous version witch worked fine until they have modified there new version to correctly work and all the bugs have been fixed and updated to satisfaction.and they need to amend there return policy to reflect such incidents will be covered by dji apon acceptable proof that such incidents were the result of there product failures.
  So at this point i do not accept there responce as this same responce has been said to possbly hundreds of customers and said customers have been waiting months for a proper responce from dji..i choose not to be one of those statistics..so as stated i hopefully request a replacement drone and battery and a remote that is paired with the drone they send,and then i will send them back the remote i have to the drone that was lost as its no use to me and to show my appreciation.im not a person that complains about things but when this happens and its clearly there fault and ontop of all the complaints ive read from customers with the same issues then i complain until resolved...maybe dji should have these updates tested to the fullest befor releasing the new update and causing customers to go through all this red tape to be compinsated because of there updates..
  
  
  Consumer Response /* (-5, 9, 2022/08/26) */
  Case # **************
  I have forwarded DJI head quarters with the synced flight record of the day of incident occured. So just waiting for them to respond now. So this is just a F. Y. I EMAIL..THANK YOU KINDLY ************
  
  ************.
  
  
  Consumer Response /* (2000, 11, 2022/09/06) */
  Another happy customer because dji and the new update.
  **************************************************************************
  
  *************

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** recently released the ***** **************** I past years there has always been the same naming method ****** ************ model and then the ***** consumer ***************** feature model). This naming was adopted for the *** and ***** as well. The new model however did not keep that naming pattern, I was not aware of this when purchasing the model. I contacted *** when I realized that I had purchased the wrong model due to me not being able to use it on a car mount. I contacted *** about this and they said that they would make an exception since I was past the ** days. I was told by an agent via chat that they would be sending me a return label and instruction via email. I waited a week and saw nothing so I contacted them again. I was told that it was not done properly the first time and it had to be done again, but assured that it would process this time. I waited another week and nothing happened. I then wrote in to a THIRD agent and they told me nothing could be done since I was now over 30 days... I passed ** days waiting 2 weeks for them to respond to me. All I want is for my money to get me what I thought I was purchasing. I spend over **** on this gimbal, not to mention I also purchased a **** 3 **** I've been a customer of theirs for MANY years and I'm appalled that they have treated me this way over a simple mistake.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/29) */
  Dear *******,
  
  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: +X (XXX) XXX XXXX
  Email: ******************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I bought the dji fpv combo to replace my old drone and I have for work. I decided to go with *********** I truly believe you guys are superior. The issue i have is the same issue a lot of people have online. I contacted suppose becuase the second I connect the controller I get red flashing lights which signals my battery is critically low. Keep in mind I fully charged everything. I went on your support they said they couldn't fix it and they want me to send it it so I did. After I sent it in they said there is nothing wrong with the drone. The process took forever!!! Then excited to finally be able to get back to work but the drone still had the same issue. I know for a fact they didn't even test to see if the drone was in working condition. If they did they would have seen based on my own research of looking through forums the battery is a dud and the fix is another battery. This was handled very poorly by you guys and I hope you guys can fixed this in a timely fashion so I can get back to worm

  Business Response

  Date: 08/15/2022

  Dear ******,
  
  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

  Customer Answer

  Date: 08/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already spoke to that team and they sent me a replacement battery the guy I spoke to over the phone was super nice and helpful. But what occurred with buying a DOA product and then sending it in for repair and them not even looking at my drone or battery and just saying "There is nothing wrong" is unacceptable for a business like DJI. You guys are suppose to be the leaders in the industry.
  
  The issue I had is a common problem the batteries being sent are duds. A lot of people online are having the same issue. The fact that I know about the issue and your team doesn't is a huge lack on the leadership there.
  
  I love your product but please really consider looking jnto the tech support side of the business so no one has to go through what I went through.
  
  All I am asking is for a second battery for the head ache since It's been a month since I have not been able to use my drone since I bought it.
  
  I appreciate your time.

  Customer Answer

  Date: 09/16/2022

  So I finally got the drone battery replaced and I go to use it and guess what the goggles didn't work becuase the micro SD was shown as not there
  
  So I sent it in and the board is bad.
  
  All I'm asking in return is to send another battery for the drone.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The gimbal on the drone has suddenly stopped functioning properly a couple days ago the video quality is shakey and upon takeoff as well as landing it makes a severe scratching type of noise that seems to be coming from the gimbal ive cared for the aircraft, theres nothing i would have done to cause this to happen when i contacted the company the call centre agents are difficult to understand as their english is not optimal, thereby leaving me with less confidence that my expensive product is actually going to be repaired properly under warranty - the communication channel is not clear i have no idea what i should send with the drone, its an expensieve product and the warranty claim process that they have is quite broken for such a large company i need my drone either replaced or repaired under their promised warranty as soon as possible

  Business Response

  Date: 08/09/2022

  Dear *****,
  
  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

  Customer Answer

  Date: 08/10/2022

  Hello
  
  I was told that the warranty is worldwide coverage, it is a *************** program
  I confirmed this on the phone with your agent twice
  
  How come now you're mentioning that it is not covered under warranty?
  
  I'm not even sure how to send it to ***** for warranty and I don't have time for that as I need the drone back asap repaired
  
  Can you please fix it under warranty this time and going forward can you send me the ***** centre to send it to for WARRANTY repair
  
  Greatly appreciate your help
  
  Thank you
  
  Please call me if it's easier to talk over the phone
  
  Baqer
  **********

  Customer Answer

  Date: 08/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello
  The me for getting back to me
  I just received an update on the case that there is a cost to repair my drone? How come? My understanding is that it is covered under warranty

  Business Response

  Date: 03/09/2023

  Dear Baqer,

  
  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

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drone malfuctioned. Would like a refund or replacement. Do not want old one back, it has issues. Would like medical bills from injuries drone caused.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Dear ****,
  
  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: +X (XXX) XXX XXXX
  Email: ******************
  Online Support: **********************************
  
  Sincerely,
  DJI