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I am not sure where to start here…except maybe to warn others to heed the warnings and customer service complaints that you find here or on other sites. While there are a few that are probably people overreacting, I have found that even some of the complaints that you would think could not possibly be legitimate unfortunately quite possibly are. I wanted to write this shortly after my issues started but refrained because I just knew things would get better and while they didn’t get better at least for a while things seemed to be ok. I will try to keep this short, but this was a long frustrating issue and a lot of phone and email conversations to get to this point. This started with the camera lens on my Mavic Pro getting condensation on the inside of it while I was above about 50 feet. I researched the issue for a while trying everything I found that I decided made sense. I spent a lot of time with my drone in rice, packing silica packets in the camera protector and other suggestions again that I thought would help. I did all of this before contacting customer service only because I had done the research on DJI before my purchase and yes even though I knew the complaints I still bought the Mavic taking a chance that “this won’t happen to me” and thinking that a lot of the complaints were probably exaggerated form disgruntled byers who maybe caused the issues they were having themselves. I know that this was very judgmental of me and I am now reaping the karma for judging, but at the time I was trying to convince myself that DJI could in no way be nearly as bad as these people are saying. When all my efforts to resolve the problem failed and I could no longer find answers I resorted to contacting customer service. This proved to be exactly like the stories that I read and shrugged off many times while searching for the drone that I wanted to purchase. I started with an email and after explaining the situation and a couple of emails in, I was informed that I should send the Mavic in to the service department. I will honestly say that this terrified me, and I considered just dealing with the issue or maybe even replacing the camera myself but since my drone was still under warranty I made the decision to sent it in, this was a decision that I still regret. Now with the Mavic in the hands of the service department, after a day or so I am told that technicians will evaluate and that I will receive an invoice with the details of the repairs. I thought ok this is going to be ok, they will send an invoice saying that they will need to replace or repair the camera and that because it is still under warranty there will be no charge….I WAS WRONG!!! Instead the invoice stating that two of the motor arms and the top body cover along with the camera and gimble are damaged and will need to be repaired. (This is when things got real) There was no damage to the drone. Yes, I had had some minor crashes, but I was still flying my drone days before I sent it to them. I questioned the damages to a customer service person and then to a supervisor who informed me that when the repair people receive a product they will replace parts if they have scratches or any blemishes, this is great for someone who wants a shiny drone for every time they fly but this is not a concern for me, all I want is my camera to work properly. I informed them that I do not care about scratches and that I am sure that there are more blemishes on the drone than just the parts they want to replace. This apparently was not an option as the supervisor insisted that his is what need s to be done and he offered me a discount for the repairs. I did not want a discount, I did not want new unblemished parts, I wanted my drone with a camera that I could use for taking pictures. Tis escalated to a degree that could no longer be handled by a supervisor, so I was eventually contacted by a manager who, like the others insisted that they replace the parts that were listed on the invoice. He did inform me that he could request that only the camera be replaced, however because of the crash it would not be covered under warranty, but with the repairs done I would have a 30-day warranty on the pats that were replaced. I agreed with this because there was no way for me to prove that the issue with the camera was not caused by my minor crash (this is the point where I really regretted sending my drone into DJI) I eventually gave in and agreed to pay for all the repairs at the discounted price, at lease now I can get my drone back and it will be like new. After finally receiving my drone I did not have any time to go fly right away but did find a couple of days that I could go for a test flight and everything was great, although I had just spent an extra $200 on my drone that was not quite six months old before I began having issues. I took responsibility because of the crashes and figured it was worth it to have my like new drone bake and able to take some pictures and videos, in fact I have been learning how to use picture and video editing software. And now today……after my 30-day warranty has expired I take my drone out to fly and get off the ground and then see that my camera is getting condensation on the inside of the lens……….. Once again, everyone please please please heed the warnings and take all you read with a grain of salt but do not be like me and blow the complaints off as upset people just venting and possibly exaggerating their stories.
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