Here's the email I sent to support for the 3rd time, which explains everything:

Ok, I'm trying to get a simple replacement for my Mavic Air I received yesterday, upon testing the video modes, I noticed there is a big "hot pixel" in the middle of the screen on the sensor.
It will show up in 720p, 1080p, 2.7k at frame rates of 60fps, 50fps and 48fps only. All other fps it will not show. I really cannot afford any down time as I was planning on using this to shoot video for a project and this is seriously disappointing me now because of the lack of support I have received today.

First attempt was calling DJI support, which the nice foreign guy told me to try refreshing the firmware to see if it fixes the issue, which it didn't, then told me to make a repair request online and he quickly got off the phone call. I shrugged that off and said ok, repair request it is. So I go to make a repair request and see the option for replacement if it's within the 15 day period of purchase for any defects, so I choose that option and it tells me to contact online support to initiate that. I have attached that chat log in full to show what happened. After explaining everything again, and showing the video clip that shows the white hot pixel, he tells me that I have to go back to online support and do a repair request!?

I then pointed out to him that I did that just before this chat session and it said if within 15 days contact chat support for replacement request!! And he said he was unfamiliar with that support option and shooed be away again. Seriously!? I just put out $1000 for one of your drones which showed up defective and I can't even get it replaced because of DJI's apparent support!! This is leaving a very bad taste in my mouth as a first time DJI customer to say the least. So, if you can, please help me sort out this issue. I'm just trying to have fun, fly a drone and capture cool stuff on video. If you can expedite that from happening, It would be greatly appreciated. Here is the link to the hot pixel video I took today: youtu.be/L72NB-0OdzQ (copy and paste, dji wont let me post youtube link)

Nick, I'm sorry for the trouble it brings. Please enter the following link and start a case: http://www.dji.com/support  Here is screenshot of the replacement police in our website, or you can enter the link to see more info: https://www.dji.com/service/policy?site=brandsite&from=footer Please tell us your case number when you have one, we will help you look into the case. Hope the problem will be solved soon. Thanks for your support.

DJI Elektra Posted at 2018-3-2 18:30
Nick, I'm sorry for the trouble it brings. Please enter the following link and start a case: http://www.dji.com/support  Here is screenshot of the replacement police in our website, or you can enter the link to see more info: https://www.dji.com/service/policy?site=brandsite&from=footer Please tell us your case number when you have one, we will help you look into the case. Hope the problem will be solved soon. Thanks for your support.

Hi, Thanks for the reply. I'm aware of the replacement terms, which is what I'm trying to do.

As you can see in the picture, when you go to the replace/repair request screen and select the replace option, it then prompts you with one option, to "contact DJI support" which is what I've tried to do 3x about this issue. I'm waiting on the email to support I sent out as the 3rd try. But so far phone and chat support did not help me. There is no case number to give, until someone via support helps me out, and sets me up with one.

Nick Nickelson Posted at 2018-3-3 09:55
Hi, Thanks for the reply. I'm aware of the replacement terms, which is what I'm trying to do. [view_image]

As you can see in the picture, when you go to the replace/repair request screen and select the replace option, it then prompts you with one option, to "contact DJI support" which is what I've tried to do 3x about this issue. I'm waiting on the email to support I sent out as the 3rd try. But so far phone and chat support did not help me. There is no case number to give, until someone via support helps me out, and sets me up with one.

Hi Nick, we apologize for the unpleasant experience with our support team and the inconveninience that has been caused, may I have the email account which you were used to contact our online chat support team? We will investigate the situation and help you out, thank you.

DJI Mindy Posted at 2018-3-3 22:59
Hi Nick, we apologize for the unpleasant experience with our support team and the inconveninience that has been caused, may I have the email account which you were used to contact our online chat support team? We will investigate the situation and help you out, thank you.

Hi there! Sure no problem.
I've actually gotten a response since this post from email support and they are sending me a return label for a replacement. So it seems to be ok now. Thanks for the help!

Nick Nickelson Posted at 2018-3-7 09:59
Hi there! Sure no problem.
I've actually gotten a response since this post from email support and they are sending me a return label for a replacement. So it seems to be ok now. Thanks for the help!

Glad to know that, please keep us updated if you need any assistance during replacement process, we are always here to hep you.

Hello guys, just noticed the same issue (a lot of dead pixels on dark scenes, maybe more than 20 white pixels) on my replacement product from DJI. Any news on how to solve or what to do? Thanks!