Hi fellow drone enthusiasts!
I want to share an unpleasant experience with my DJI Avata 2. During one of my flights, the drone suddenly lost control and started ascending uncontrollably. It didn't respond to the "go down" commands, and the altitude meter stopped working. As a result, the drone climbed to 1200 meters, even though I had set the altitude limit to 500 meters.
When the altitude meter resumed functioning, the drone tried to return home, but due to the high altitude and limited battery, it crashed. Fortunately, no one was harmed, but the drone sustained significant damage.
Initially, DJI informed me that they would investigate the incident to determine what happened. However, after I found the drone (it took me three days), they refused to conduct the investigation and stated that I am responsible for the repair costs.
In my opinion, this was clearly an issue with the drone's software or hardware. It violated the altitude limit, and the altitude meter failed at a critical moment. Moreover, by ascending to such a height, the drone violated several unmanned aerial vehicle regulations, which could have led to serious consequences for me as the operator.
Now I'm confused: why should I pay for the repair if the problem was clearly with the device? DJI refuses to take responsibility for the malfunction.
Has anyone experienced something similar? How should I proceed in this situation? I would appreciate any advice or recommendations!

https://youtu.be/WCiSwOZf8sM

Hi Konstantins, sorry for any inconvenience caused. To better assist you, could you please provide us with your case number or other relevant information for further checking? Thanks for your cooperation and understanding.

DJI Mindy Posted at 1-8 17:16
Hi Konstantins, sorry for any inconvenience caused. To better assist you, could you please provide us with your case number or other relevant information for further checking? Thanks for your cooperation and understanding.

First case was Flyaway/CAS-19923904-H5Y2W6/DJI AVATA 2 Here they promised to sort it out and compensate me for the drone if it was proven that I was not at fault. It so happened that on the 2nd day I posted an ad and on the 3rd day they returned the drone to me for a reward.It fell approximately 200 meters from the last GPS signal.Naturally, he was very injured, the fall was from 1000 meters.Yesterday I opened a new case (DJI Service Guidelines CAS-19958191-Y6F7Q7 CRM:0001093612495) because the one I had was closed without figuring out the cause of the failure.When I asked who would pay for the repairs, they answered me (I will attach a screenshot).

Konstantīns Meļniks Posted at 1-8 22:51
First case was Flyaway/CAS-19923904-H5Y2W6/DJI AVATA 2 Here they promised to sort it out and compensate me for the drone if it was proven that I was not at fault. It so happened that on the 2nd day I posted an ad and on the 3rd day they returned the drone to me for a reward.It fell approximately 200 meters from the last GPS signal.Naturally, he was very injured, the fall was from 1000 meters.Yesterday I opened a new case (DJI Service Guidelines CAS-19958191-Y6F7Q7 CRM:0001093612495) because the one I had was closed without figuring out the cause of the failure.When I asked who would pay for the repairs, they answered me (I will attach a screenshot).

Hi Konstantīns. Just as our email team said. Please send us the product with the shipping label we sent you. After you send us the product, we will have a dedicated engineering team to do a damage analysis for you. Your repair price will be determined by the damage result.
We will tell the repair team to analyze it as soon as they receive it. If you have any other questions, please feel free to contact us.

DJI Tony Posted at 1-9 22:10
Hi Konstantīns. Just as our email team said. Please send us the product with the shipping label we sent you. After you send us the product, we will have a dedicated engineering team to do a damage analysis for you. Your repair price will be determined by the damage result.
We will tell the repair team to analyze it as soon as they receive it. If you have any other questions, please feel free to contact us.

I understand that, I'll send it next week. I just don't understand why I should pay for the repairs if it wasn't my fault that it broke.And because of the program or sensors. Watch the video, he flew above all the limits, I couldn't make him fly down.

Konstantīns Meļniks Posted at 1-10 06:25
I understand that, I'll send it next week. I just don't understand why I should pay for the repairs if it wasn't my fault that it broke.And because of the program or sensors. Watch the video, he flew above all the limits, I couldn't make him fly down.

Hello Konstantīns, we completely understand your feelings. We suggest you send the device back for processing first, and our relevant team will help you deal with it later. Don't worry, we will continue to follow up for you. Thank you for your understanding and support.