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My horrible DJI experience so far....
1426 18 2017-12-14
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Mike17122188271
Flight distance : 2648 ft
United States
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I've lost all faith in customer service and the product. I bought a Phantom 4 advanced and received it the embed of October.  4th flight of the first day and the engines quit at 38ft up. The drone was broken pretty badly. Battery was at 68%.

Sent it in and at first they were going to charge me to repair. They ended up covering the charges. It took me 5 weeks did receive the drone back. It came yesterday 12-13-17.

I was extremely nervous about flying it after my initial experience. (I've flown rc planes for 20 years and I'm comfortable with flying). I've lost all faith in the product.

So.......   I made sure to triple check everything before flying this time. One of the new batteries gave me an error. (Battery cell broken). I have two other batteries. They both work fine. But....  noticing this I checked the battery cell display on the DJI go app. It displayed nothing for any of the batteries.

Called DJI, they are having me send the drone in. I'll be without it for a another month I'm sure. After my horrible customer service and drone experience I'll never recommend DJI.
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2017-12-14
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ALABAMA
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Did you get back the same one that you sent ?
2017-12-14
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Mike17122188271
Flight distance : 2648 ft
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Yes. They repaired it.
2017-12-14
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Montfrooij
Captain
Flight distance : 2560453 ft
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That is a bad start.
I must say I had 2 great starts with DJI product so really wish you a better 3rd attempt!
2017-12-14
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Mike17122188271
Flight distance : 2648 ft
United States
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Montfrooij Posted at 2017-12-14 12:50
That is a bad start.
I must say I had 2 great starts with DJI product so really wish you a better 3rd attempt!

Thanks. I really hope it is better the 3rd time too.  
2017-12-14
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DJI Mindy
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Hi Mike, we are truly sorry for the unpleasant experience with our repair center and customer service.
Except for this broken battery, how about other module? How about the flight performance with other batteries? If the aircraft performs well except this battery, please send in this battery only.
Please provide us the previous case number as well, thank you.
2017-12-14
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Mike17122188271
Flight distance : 2648 ft
United States
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DJI Mindy Posted at 2017-12-14 18:07
Hi Mike, we are truly sorry for the unpleasant experience with our repair center and customer service.
Except for this broken battery, how about other module? How about the flight performance with other batteries? If the aircraft performs well except this battery, please send in this battery only.
Please provide us the previous case number as well, thank you.

Here is the timeline and case numbers:

10-26-17 I received the drone. The battery that came with the drone would not charge. I called DJI and they had me send it in. So, I had a new drone I couldn't fly. I understand that things happen. Not a problem, I had ordered two more batteries that arrived the next day.

10-27-17 I received the other two batteries. I updated firmware, calibrated etc. I went out and completed three short flights to get used to how the drone flew and handled. I switched to a new battery and was about 10 minutes into the flight. I let go of the controls and looked at the screen to try the tap to fly. As I looked down at the screen I heard the drone motors stop and it dropped about 38 feet to the ground. Broken!  

I sent the flight log as well showing the height and battery at 68%. I wasn't even touching the controls.  I walked to the drone and it smelled of burnt electrical. There was also a brown mark (Burnt) on the battery.  See case no Cas-1165220-C9H7W2 for a picture of the battery.

10-30-17:  I sent the drone in Case no: CAS-1164957-T0N3K3

12-13-17: I finally got the drone back.  VERY nervous to even fly it as all I could think about was the same thing happening.  Upon verifying everything was correct I noticed the battery cells weren't showing up on the DJI go app. (See top pic in first comment of this thread).   I never even flew it this time!  I called DJI and they had me send it back. Case no: Cas-1307956-J3P0W9. They said they would have to investigate to see if it would be covered.

If what would be covered? It not being fixed right the first time?

On top of that the battery from case no:   CAS-1165220-C9H7W2 which was opened on 10-31-17 still isn't resolved. They said I could not send the battery in as it was damaged. They also said they would cover it but needed "supervisor" approval. I've called each week over the last three for updates and it's always the same story. Waiting for supervisor approval. I feel like I'm being strung along.

So in conclusion: I paid around $1,600 for a Phantom 4 advanced with two extra batteries and  it's been 6 weeks and three days and I sit here with two batteries and a lot of regret about spending that much money for what I thought was a quality product with (my experience so far) horrible customer service! Total flights: 4 very short ones.
2017-12-15
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Mike17122188271
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ALABAMA Posted at 2017-12-14 08:36
Did you get back the same one that you sent ?

Yes. They "repaired" it.
2017-12-15
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Mike17122188271
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ALABAMA Posted at 2017-12-14 08:36
Did you get back the same one that you sent ?

Yes, they "repaired"  it.
2017-12-15
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DJI Thor
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Mike17122188271 Posted at 2017-12-15 08:15
Here is the timeline and case numbers:

10-26-17 I received the drone. The battery that came with the drone would not charge. I called DJI and they had me send it in. So, I had a new drone I couldn't fly. I understand that things happen. Not a problem, I had ordered two more batteries that arrived the next day.

Mike, your experience must've been really frustrated, I totally understand your feeling about it. For your previous case CAS-1165220-C9H7W2, I will forward to the local team to escalate the process. But for the battery that you have now, could you please kindly send it back again? We are so sorry for the inconvenience that has been caused, all your cases will be forwarded to the proper team, we will learn from it and improve our service and product. Sincerely hope all things will be settled soon.
2017-12-15
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Mike17122188271
Flight distance : 2648 ft
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DJI Thor Posted at 2017-12-15 18:01
Mike, your experience must've been really frustrated, I totally understand your feeling about it. For your previous case CAS-1165220-C9H7W2, I will forward to the local team to escalate the process. But for the battery that you have now, could you please kindly send it back again? We are so sorry for the inconvenience that has been caused, all your cases will be forwarded to the proper team, we will learn from it and improve our service and product. Sincerely hope all things will be settled soon.

I will gladly send the battery and do anything else on my  end to help in resolving this.   I appreciate your help in this.   All I want is to have a drone that works.  Will you send a shipping label? Customer service told me not to ship it because it was damaged.
2017-12-15
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DJI Thor
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Mike17122188271 Posted at 2017-12-15 20:11
I will gladly send the battery and do anything else on my  end to help in resolving this.   I appreciate your help in this.   All I want is to have a drone that works.  Will you send a shipping label? Customer service told me not to ship it because it was damaged.

If the battery isn't broken, I mean the appearance broken, you can report the case to our online support, or you can wait for the local team to contact you, they will help to provide you a shipping label if the battery can be shipped. But if it is the appearance broken, please don't use it, reserve some pictures as the evidence, contact our support and provide them with the pictures, then give it to the designated battery recycling bins. Thank you.
2017-12-15
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Mike17122188271
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Replacement battery was received today. The drone is at dji and they are in the process of repairing it. DJI had emailed me and has been very responsive to the open cases. I'll update when everything is resolved.
2017-12-22
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DJI Thor
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Mike17122188271 Posted at 2017-12-22 19:30
Replacement battery was received today. The drone is at dji and they are in the process of repairing it. DJI had emailed me and has been very responsive to the open cases. I'll update when everything is resolved.

Mike, thank you for the update, hope all thing will be settled down shortly.
2017-12-23
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Mike17122188271
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DJI Thor Posted at 2017-12-23 01:29
Mike, thank you for the update, hope all thing will be settled down shortly.

The drone is fixed and going to be shipped out. It says I should receive it next week. Thank you for the help.  My final question is....   I wanted to purchase DJI care refresh. Customer service said I can't until I send in video proof that it works. I told them it was just fixed and I don't have it yet. My question is. Why do I have to make a video verifying it works when the repair facility just did that? The fixed it and conducted a test flight.
2017-12-29
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DJI Diana
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Mike17122188271 Posted at 2017-12-29 12:30
The drone is fixed and going to be shipped out. It says I should receive it next week. Thank you for the help.  My final question is....   I wanted to purchase DJI care refresh. Customer service said I can't until I send in video proof that it works. I told them it was just fixed and I don't have it yet. My question is. Why do I have to make a video verifying it works when the repair facility just did that? The fixed it and conducted a test flight.

Mike, you've received a Shipped Notification email with the SN of the repaired drone, right? Please type in this SN to purchase the DJI Care Refresh, if you have any trouble to do it, please send an email with the details to djicare@dji.com. Our DJI Care team will help you to deal with it.
2017-12-29
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Mike17122188271
Flight distance : 2648 ft
United States
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DJI Diana Posted at 2017-12-29 19:52
Mike, you've received a Shipped Notification email with the SN of the repaired drone, right? Please type in this SN to purchase the DJI Care Refresh, if you have any trouble to do it, please send an email with the details to . Our DJI Care team will help you to deal with it.

I will do that. Thank you for your help.
2017-12-30
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Mike17122188271
Flight distance : 2648 ft
United States
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DJI Diana Posted at 2017-12-29 19:52
Mike, you've received a Shipped Notification email with the SN of the repaired drone, right? Please type in this SN to purchase the DJI Care Refresh, if you have any trouble to do it, please send an email with the details to . Our DJI Care team will help you to deal with it.

2017-12-30
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DJI Susan
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Hi Mike, sorry for the inconvenience. Please refer Diana's suggestion and kindly send an email to DJI Care Team, our colleagues will assist you.
2017-12-30
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