I was flying my drone normally, it was my fourth flight of the day, when it just lost control and without any notice. With that, it fell into the river where it was flying. Please help!

Hi there. We're very sorry to know about the incident. If your unit is within the warranty period, data analysis can be applied to determine its cause using your flight records. Please contact our Product Support team to help you start up a case. Should you need to contact us for any reason, please know that we are always here to help. Thank you.

DJI Diana Posted at 3-12 15:15
Hi there. We're very sorry to know about the incident. If your unit is within the warranty period, data analysis can be applied to determine its cause using your flight records. Please contact our Product Support team to help you start up a case. Hope this helps. https://www.dji.com/support?site=brandsite&from=nav

Thank you so much! I just contacted support and am waiting for a response. Do you know if it is possible for DJI to replace the lost drone?

fansc1215871 Posted at 3-12 15:18
Thank you so much! I just contacted support and am waiting for a response. Do you know if it is possible for DJI to replace the lost drone?

Hi there. Could you tell us any reference or a case (CAS) number? We'll help to check it with the team designated. Thank you in advance for your patience.

DJI Diana Posted at 3-12 15:51
Hi there. Could you tell us any reference or a case (CAS) number? We'll help to check it with the team designated. Thank you in advance for your patience.

Hi! It was by online support and they still haven't given me the support number. I think because the after-sales service is offline in Brazil at this time

fansc1215871 Posted at 3-12 15:54
Hi! It was by online support and they still haven't given me the support number. I think because the after-sales service is offline in Brazil at this time

Hi, there. Sorry for the inconvenience. Would you please tell us your email via PM for our further confirmation?

fansc1215871 Posted at 3-12 15:54
Hi! It was by online support and they still haven't given me the support number. I think because the after-sales service is offline in Brazil at this time

Nothing has been done so far. DJI insists on saying that I have no warranty in Brazil and that I will lose all the investment made in the equipment.
Support: 4126874

DJI Diana Posted at 3-12 15:51
Hi there. Could you tell us any reference or a case (CAS) number? We'll help to check it with the team designated. Thank you in advance for your patience.

Hi! This is the number 4126874

fansc1215871 Posted at 3-18 05:14
Hi! This is the number 4126874

Thanks for providing this information. Upon checking the team has replied to you with the instructions of extracting your flight records for data analysis. Rest assured that we'll communicate with the team internally to further assist you with the matter. Thank you in advance for your patience.

DJI Diana Posted at 3-18 08:36
Thanks for providing this information. Upon checking the team has replied to you with the instructions of extracting your flight records for data analysis. Rest assured that we'll communicate with the team internally to further assist you with the matter. Thank you in advance for your patience.

Thanks! I've just sent the flight records. Hope we can resolve this matter as soon as possible.

fansc1215871 Posted at 3-18 10:31
Thanks! I've just sent the flight records. Hope we can resolve this matter as soon as possible.

Many thanks as well for your cooperation. Surely, the team will notify you of the updates as soon as they become available. Please keep an eye on your email. Again, we greatly appreciate your patience.