Hi Fellow DJI Owners,

Does anyone know DJI's address in the Americas?  I want to take them to small claims court.

Issue: My Mavic Air 2 malfunctioned.

Route Cause: The software misinterpreted the environmental conditions and the battery level resulting in the aircraft's return home to malfunction and the automatic landing routine engaging.

Result: Catastrophic failure. The drone automatically landed in the ocean.     

Thank you in advance for your help.

Hi captnapi, we are sorry to read about the accident, may I know if you have reported this accident to our support and started a case?
If not, please report a flyaway case here https://repair.dji.com/repair/flyaway-apply or contact our support at http://www.dji.com/support to start a case.
We will help to apply for data analysis if the drone is under the warranty period to find out the cause of the accident, if it's a warranty case, we will compensate the drone according to After-Sales Policy.

https://m.dji.com/uk/others/contact?www=v1

DJI North America
Address: L.A., California, USA.

Tel: 818-235-0789


https://craft.co/dji/locations

DJI Susan Posted at 9-30 20:31
Hi captnapi, we are sorry to read about the loss of your accident, may I know if you have reported this accident to our support and started a case?
If not, please report a flyaway case here https://repair.dji.com/repair/flyaway-apply or contact our support at http://www.dji.com/support to start a case.
We will help to apply for data analysis if the drone is under the warranty period to find out the cause of the accident, if it's a warranty case, we will compensate the drone according to After-Sales Policy.

DJI Susan,

The incident had indeed been reported. DJI's responses were a circumstantial hypothesis and an obvious attempt to deflect what is factual. I was forthcoming with logs proving beyond a showdown of a doubt that the aircraft experienced either a code or a physical malfunction. Afterward, I expected DJI to acknowledge fault and bear responsibility.
It's very unprofessional for an organization to put its customers in this position. One would expect in these circumstances a repair or replacement without incident.

CAS-10268764-J8M6J1 CRM:0001060432961

DAFlys Posted at 10-1 01:46
https://m.dji.com/uk/others/contact?www=v1

DJI North America

Thank you for trying to help.

Would anyone have more of a complete address with someone's contact information including their surname?

Again, thank you in advance for your help.

captnapi Posted at 10-1 21:07
Thank you for trying to help.

Would anyone have more of a complete address with someone's contact information including their surname?

Why not ring the telephone number they list?

captnapi Posted at 10-1 21:04
DJI Susan,

The incident had indeed been reported. DJI's responses were a circumstantial hypothesis and an obvious attempt to deflect what is factual. I was forthcoming with logs proving beyond a showdown of a doubt that the aircraft experienced either a code or a physical malfunction. Afterward, I expected DJI to acknowledge fault and bear responsibility.

Thank you for your reply, I am sorry for the unpleasant experience.
As per the analysis, the accident was caused by the strong wind, flying in a dark environment, and over reflective surfaces, therefore, it was not covered under warranty.
Could you please tell me more details about your concerns with the analysis result? At which part and the drone's reaction, we will ask the analyst to double-check.
We hope to be able to help you out.

DJI Susan Posted at 10-2 02:54
Thank you for your reply, I am sorry for the unpleasant experience.
As per the analysis, the accident was caused by the strong wind, flying in a dark environment, and over reflective surfaces, therefore, it was not covered under warranty.
Could you please tell me more details about your concerns with the analysis result? At which part and the drone's reaction, we will ask the analyst to double-check.

As I already explained to a few of your colleagues:

Your response regarding the wind conditions is not accurate nor factual. According to the wind history in Myrtle Beach SC on that day conditions never exceeded 8 mph.
Underground.com/history/daily/KMYR/date/2022-8-18

According to the Beaufort scale that would be considered a force 3 (gentle breeze). Considerably lower then what you highlighted to be a contributing factor.

The aircraft was flying above 50 feet (15 meters) above the ocean to counter the curvature of the earth law so we could clearly view it.

When and if the aircraft’s vision system malfunctioned how does that contribute to the battery not sustaining a charge for longer than 6 minutes?
  
Again, the flight log proves beyond the shadow of a doubt that the aircraft controls were switched to manual and a flight path home was attempted but fell short due to the battery failing prematurely.

As a customer I would expect DJI to acknowledge their at fault.

captnapi Posted at 10-2 07:48
As I already explained to one a few of your colleagues:

Your response regarding the wind conditions is not accurate nor factual. According to the wind history in Myrtle Beach SC on that day conditions never exceeded 8 mph.

Please provide me with your complete contact information for DJI in the Americas
That would in include,
- Complete address with building number or PO Box.
- The full name of a “c” level manager including their surname.

captnapi Posted at 10-2 07:48
As I already explained to a few of your colleagues:

Your response regarding the wind conditions is not accurate nor factual. According to the wind history in Myrtle Beach SC on that day conditions never exceeded 8 mph.

We understand your feedback, and we have escalated your case to the managerial department, will keep in touch with you by email.