I was flying my Phantom 2 in an open football field in Shanghai 2 days after I had bought it. The battery remaining was about 40%. Suddenly, the Phantom came crashing to the ground in the middle of the field. The shell suffered some damage near the end of one of the motors and I was scared to fly it again. I asked support@dji.com and from the Customer Usage Questionnaire that they asked me to fill up, they said they couldnt find any fault on my part and that I should send it to them for inspection. I had followed the proper procedure and the Phantom had been flying perfectly well. There was no wind. I paid the postage charges and I sent it to their service centre at Shenzhen in China. I had used my friend's address and phone number to purchase the drone. She got a call from support and was told that the battery is okay and they wouoldnt be testing it but it would be risky to fly it beyond a certain height. Later, she got another call informing her that the shell and GPS are damaged and that they would need to be replaced. I would have to pay about RMB 500 for that. I sent an email to support and also called them asking them to call me at my number but they didnt understand a lot of English and they kept on calling my friend. Also, they said that they havent tested my product yet and that they would get back to me soon. I find it difficult to explain to them the issue in English and they keep speaking in Chinese. I would have expected an international and reputed brand such as DJI to recruit technical support employees who're not just fluent in Chinese but also in English.
I am not expecting DJI to do me a favour because i'm a student and this drone was my 5 years' savings but I at least expect some sort of assistance when the drone crashed due to no fault of mine. They dont even tell me the cause of the crash. My drone was 2 days old and its covered by warranty as I dont fall into any of the categories that exclude warranty. I dont understand whats going on at the service centre and why they're unable to give me a straight answer and call on my number, forget about cost issues. How difficult is that for them to call me instead of the number I used for purchase? When i sent the drone back for repair, I had used my number and my details as the sender. I hope DJI lives up to its name and does the needful to repair my drone and replace damaged parts. The crash would have been the result of a technical glitch.. Thats the only explanation.

The good or maybe the bad thing is that i dont have the video as i hadnt attached the ginbal and my gopro to fly it without any payload. I'm glad my camera is safe.

Hi Sir,

Per the conversation on the phone ，my colleague has noted all the detail of this case.

We will keep you informed of any updates.

Have a nice weekend !

I spoke to DJI executives and they were ready to offer me a 50% discount which is very kind of them. I appreciate it. But then I got this email. I don't know what to make of it. The repair cost they said was about RMB 450. I don't understand how it got converted to 250 USD.
Please look into it.

Thanks for your understanding.

I have read a lot about the same type of problems, as maybe many of you did. As well from new pilots, as from professional pilots. Okay, a problem can happen, and yes, maybe this technology is sensitive for interference, but not this often!!
Also the service of DJI is very very bad. I bought a new phantom2 had about 7 flights with it, then the plastic started to break, even when not flying it got worse. I send it to the dealer, and we are both waiting for weeks now to even get a response from dji about this. I would like to be able to fly this summer

This should not have happened with such a light (no) payload....in a normal case, I would say it's foolish to fly with a battery at 40%. Many Phantom pilots have learned the hard way that they should be thinking about landing when the battery is below 50% and on the ground at 40%.

But this is usually due to much heavier payloads - which stress the machine...

This certainly sounds like a power failure of some kind.