Hi all,
My drone has crashed due to an overheated battery. Who should I contact? The store where I bought the drone? DJI? Mavic 2 Zoom is just under 2 years old.

I am afraid both the drone and the battery are out of warranty.

Sorry to see the crash. Indeed, once 12 months has passed the warranty is void. Your best bet is to raise a ticket with DJI and ship it to them for diagnostics and repair and be prepared for a hefty bill or sell the drone as spare parts.

So sorry for your loss. I know some people have been getting warranty replacements on the bulging batteries past the 12 months so maybe if a defective battery was the cause of the crash they will help you a bit rather than telling you tough luck. Let us know how it goes.

A J Posted at 9-24 09:38
Sorry to see the crash. Indeed, once 12 months has passed the warranty is void. Your best bet is to raise a ticket with DJI and ship it to them for diagnostics and repair and be prepared for a hefty bill or sell the drone as spare parts.

Thanks for your reply.
Repair is not an option I’m afraid. Too much damage. I’ll contact the store. I think in EU there’s a 2 years warranty period.

TrippleDelta Posted at 9-24 10:18
Thanks for your reply.
Repair is not an option I’m afraid. Too much damage. I’ll contact the store. I think in EU there’s a 2 years warranty period.

Sorry about the crash, hopefully you can get it replaced

TrippleDelta Posted at 9-24 10:18
Thanks for your reply.
Repair is not an option I’m afraid. Too much damage. I’ll contact the store. I think in EU there’s a 2 years warranty period.

Fingers crossed for you - I know the MA2 in the EU is two years but the M2P was 12 months at the time of its release in Aug 2018. Will be interesting to see if they extend it to two years for your case.

Sorry for your loss. Did you get any warnings on the screen before the crash, or did it just fall out of the sky? This is really unacceptable that drone hobby is basically a roulette after the 1-year warranty. DJI needs to step up the quality or people will stop buying their drones.

TrippleDelta Posted at 9-24 10:18
Thanks for your reply.
Repair is not an option I’m afraid. Too much damage. I’ll contact the store. I think in EU there’s a 2 years warranty period.

Only one year warranty unless you purchased Care Refresh and extended it for a 2nd year?

Sorry to see that.  Hope you can get some favorable resolution.

Hello there TrippleDelta. I am sorry to read and to know what happened to your DJI Mavic 2 Zoom. Since there was a crash that happened. It would be best to contact our DJI support team at https://www.dji.com/support . We have a team that will do there best check the said DJI Drone, what really happened on that flight and give out the best resolution for this issue. Again, I am sorry for this trouble and thank you for your understanding.

Kwazy Posted at 9-24 13:43
Sorry for your loss. Did you get any warnings on the screen before the crash, or did it just fall out of the sky? This is really unacceptable that drone hobby is basically a roulette after the 1-year warranty. DJI needs to step up the quality or people will stop buying their drones.

There was a red warning that disappeared immediately followed by ‘Connection lost’. I can’t find it back in the app. Very strange.

Blériot53 Posted at 9-24 13:49
Only one year warranty unless you purchased Care Refresh and extended it for a 2nd year?

No, I didn’t purchased Care Refresh.

TrippleDelta Posted at 9-24 22:26
No, I didn’t purchased Care Refresh.

Your best course of action might be to do as DJI Stephen suggests - contact their support team.  You might be pleasantly surprised.   Some are, some aren't. Nothing venture, nothing win.

Let us know how you get on,  you can also post your log here to see if there were any warning before it happened.  http://phantomhelp.com/logviewer/

Update:
I don't know if I'm allowed to mention the name of the store here. They asked me to send it back. If it turns out to be Factory damage they will repair the drone for free.
I'll keep you updated here.

Cavu Films Posted at 9-24 10:05
So sorry for your loss. I know some people have been getting warranty replacements on the bulging batteries past the 12 months so maybe if a defective battery was the cause of the crash they will help you a bit rather than telling you tough luck. Let us know how it goes.

DJI support: Tough luck.

Kwazy Posted at 9-24 13:43
Sorry for your loss. Did you get any warnings on the screen before the crash, or did it just fall out of the sky? This is really unacceptable that drone hobby is basically a roulette after the 1-year warranty. DJI needs to step up the quality or people will stop buying their drones.

It's always a risk when your drone leaves the ground. It's how willing you are to accept the risk.

TrippleDelta Posted at 9-25 07:48
Update:
I don't know if I'm allowed to mention the name of the store here. They asked me to send it back. If it turns out to be Factory damage they will repair the drone for free.
I'll keep you updated here.

Nice make sure they put it in writting to repair it for free.

TrippleDelta Posted at 9-25 07:48
Update:
I don't know if I'm allowed to mention the name of the store here. They asked me to send it back. If it turns out to be Factory damage they will repair the drone for free.
I'll keep you updated here.

Sounds promising, hope you get it sorted. Don't you have insurance?

I'm still waiting for an answer from the store. I guess they just send it to DJI?


I have the last file taken with the drone but the file wasn't properly closed so all players report a damaged file.
Anyone knows how to fix this? I've tried several sites, saw the first frames on some but had to pay for the rest. Other tools didn't work either.

TrippleDelta Posted at 10-9 04:45
I'm still waiting for an answer from the store. I guess they just send it to DJI?

i use Stellar Repair for Video

JJB* Posted at 10-9 09:49
i use Stellar Repair for Video

Works, but the free version only saves the first 5 seconds.

TrippleDelta Posted at 10-10 01:20
Works, but the free version only saves the first 5 seconds.

really strange...i used it once without the 5 sec limitation...and i did not pay for it!

JJB* Posted at 10-10 01:51
really strange...i used it once without the 5 sec limitation...and i did not pay for it!

Maybe only the first 5 seconds are recoverable.
If you want I can always send you a link to the damaged file.

Fixed the last damaged file with untrunc on my Linux machine. Now I have the full 24 seconds.

Next step, DJI is asking for the flight logs. So my drone is with them.

I had my first M2P replaced under warranty last year because of a defective IMU. Somewhere in the mails between me and DJI Support, I remenber they clearly mentioned that in EU the warranty period is 2 years. They also replaced a swallen battery, a couple of moths back, from the early 2018 batch, even though the warranty period was long gone.

If you present your case correctly, DJI Support will have to accept that the crash was a result of a defective battery. If they are going to cover it under warranty, however is a different case, because if the battery was swallen prior to flight, then you shouldn't really had used it.

Anyway, hope you get your Mavic fixed. Keep us updated. Best of luck.

Is this normal?
1-2 working days.

Today I received a new drone, I guess refurbished but I’m not sure. Thanks DJI.