I’m writing this to share my deeply disappointing experience with DJI, in the hope that it might help others who are dealing with similar issues or considering a purchase.


During my last flight, I experienced a terrifying incident where my drone seemed to make decisions on its own, completely ignoring my attempts to regain control and activate the emergency brake. To make matters worse, the drone ascended into regulated airspace, reaching an altitude of 5,104 feet—something I had no control over and certainly did not command.


Naturally, after this harrowing experience, I sent my drone in for inspection under the warranty, explaining in detail what had occurred. I expected DJI to diagnose the issue, perhaps reset the device’s software, and provide some reassurance that it wouldn’t happen again.


However, despite providing a thorough account of the incident, along with footage and flight data, I was shocked by the response I received. DJI concluded that the incident was caused by "non-manufacturing factors," placing the blame squarely on me as the customer. My detailed statements were entirely disregarded, and their conclusion seemed to be based on only a selective review of the flight data. Adding insult to injury, they then offered to replace my drone’s frame—which was completely intact—for a service fee of $107.00.


This entire experience has left me baffled and incredibly disappointed. Not only did DJI fail to acknowledge the seriousness of the malfunction, but they also showed a blatant disregard for my account of the events and seemed more interested in upselling unnecessary services than in actually solving the problem.


For context, I’ve only had this drone for about two months. It’s been flown only a few times, has never been exposed to water or extreme heat, and is always stored safely in its case when not in use. Yet, despite all this, DJI has failed to provide any meaningful support or solutions.


I’ve since requested that they return my drone, and I am done doing business with DJI. It’s incredibly disheartening to see such a lack of interest in investigating what could very well be a critical issue with their product—a potential case study that they’ve chosen to ignore. Instead, their focus seems to be solely on profit, even in situations where it’s clearly unwarranted.


I wanted to share my story here so others can be aware of the potential pitfalls when dealing with DJI. I hope that this serves as a cautionary tale for anyone considering purchasing from them.

Hi there. Thank you for sharing your concern with us. We apologize for the inconvenience that occurred. Could you please share the Case ID in order for us to check further on this matter?

Hello Natalia,

The case ID for this is CAS-17693088-W9Z6G6

I appreciate your interest in getting more acknowledge on this case.

Hello Natalia,
Thank you for your interest in assisting with my case. The case ID is  CAS-17693088-W9Z6G6

My primary concern is understanding what happened and ensuring that the incident I experienced doesn’t occur again.
I appreciate your attention to this matter and would greatly value any insights you can provide.

Sincerely,
Lucio Cozin

Hello Natalia,
Thank you for your interest in assisting with my case. The case ID is  CAS-17693088-W9Z6G6

My primary concern is understanding what happened and ensuring that the incident I experienced doesn’t occur again.
I appreciate your attention to this matter and would greatly value any insights you can provide.

Sincerely,
Lucio Cozin

Chevydude1990 Posted at 8-14 12:31
Hello Natalia,
Thank you for your interest in assisting with my case. The case ID is  CAS-17693088-W9Z6G6

Thank you for providing the information required. We will check with our relevant team and will revert back to you. We appreciate your kind patience in this matter.

Hello Natalia,

Unfortunately, my drone was sent back to my address without clarifying the issue that concerned me. I wasn’t looking to get anything "for free." I sent the device to investigate why I lost control and determine if there was any unseen damage from the landing.

The only definitive feedback I received was that the landing hadn’t impacted the drone. However, I was deemed responsible for the incident because it was stated that I "launched from an unstable platform", even though I took off from the stable surface of my apartment balcony. This does not explain why the emergency brake command was ignored, nor does it fully address why the drone climbed above 5,000 feet, ignoring my attempts to stop it.

I’m not saying DJI makes bad products, but the experience I had was very unusual. When seeking an explanation, I got the impression of indifference and a lack of interest in understanding what went wrong. Given the significant cost of this device, I now feel uncomfortable operating it.

If I experience this issue again—especially if it leads to an interaction with a manned aircraft—or if I hear of others facing a similar problem, I will not hesitate to submit all the data I have to the FAA for further investigation.

Sincerely,
Lucio Cozin

Chevydude1990 Posted at 8-22 06:36
Hello Natalia,

Unfortunately, my drone was sent back to my address without clarifying the issue that concerned me. I wasn’t looking to get anything "for free." I sent the device to investigate why I lost control and determine if there was any unseen damage from the landing.

Hello Chevydude1990, we apologize for the inconvenience caused. The DJI Avata 2 is equipped with a built-in propeller guard designed to enhance overall flight safety, although it does increase flight resistance, especially during sideways flights. In strong wind conditions, rapid lateral maneuvers or sharp turns may lead to an unstable attitude.

After further checking with our service center, according to data analysis, there was RC input before the accident you mentioned, which caused the aircraft to lose control. We advise being mindful of the flying environment and prioritizing safe operations. We appreciate your understanding and support.