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Battery Pins Melting & DJI Won’t Cover Under Warranty
528 12 3-5 13:13
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fansa58dbe56
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I am on my 6th DJI drone in the last 4-5 years (I currently have a Phantom 4 Advanced & Mavic 2 Pro). 2 out of those 6 drones were bought from a website European website which friends have recommended to me, as that is where they bought their drones.

I bought my P4A about 11 months ago and it has had maybe 60 flights in total. Last week, on the 30th flight of one battery all went well, I came in and landed and put it back into the case and drove home. When I got home I planned to charge the battery but it was stuck in the drone - eventually I got it out and could see that the pins in the drone had melted to the battery and damaged the battery.

Straight away I contacted DJI online via chat, gave them my address & serial number and explained the issue. They apologised for the issue and sold me to email the support email which I did.

In the meantime I saw on google, online forums & social media countless occassions with the exact same thing happening to others and DJI rectifying the situation.

DJI came back to me advising they wouldn’t cover the battery as it was over 6 months but I could send the drone for repair, but when I explained that it was the drone causing the problem (according to other posts online if I put in another battery it’ll do the same thing since the P4A pins are melting to the battery rather than the other way around, either way it’s not as simple as swapping a battery) and I didn’t see it fair that I should be paying another €189 for a battery with only 30 flights. The advisor said they would pass this onto someone of higher authority and get back to me ASAP.

Today (4 days later) I contact DJI again on their online chat as I had emailed twice over the weekend but got no reply. The advisor apologised for this and looked into the case. They told me that my drone was bought in Australia (apparently the company i bought from by their goods in Australia and ship to Europe - even though they are European and only deliver to Europe). Apparently my warranty is only in Australia even though the drones are identical models.

This makes no sense at all, as out of my friends I have 3 friends who bought drones from the same website (supposedly all Australian also) and DJI offered warranty repairs in Europe to them without any problems, and the last drone I bought before my P4A was my the Mavic Pro which I had to send in for repair last year (it was bought from the same website) without any questions from DJI regarding a country. I have case numbers to prove all repairs were carried out.

I would assume buying this in Ireland and it being delivered to Ireland (my invoice even has Irish tax if I remember correctly) would entitle me to a warranty like any other purchase in Ireland - there has to be some kind of law to cover the buyer here. Especially with what appears to be a known fault that DJI has and many forums and posts online have the exact same issue.

I’ve attached pictures of the damage in my own drone and if you type in “DJI Phantom 4 melting pins” into Google you will see loads of Google images of the issue. I’ve seen way worse burns / melts than what happened mine, so I consider myself lucky it didn’t catch fire and fall from the sky.

Has another experience either this electrical fault before, or DJI trying to get out of covering a product under warranty like this?
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3-5 13:13
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djiuser_5bKLzSBWoSAg
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Keep pressing; eventually you'll get an offer of a discount off of a price-gouge replacement. Good luck.
3-5 13:22
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fansa58dbe56
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djiuser_5bKLzSBWoSAg Posted at 3-5 13:22
Keep pressing; eventually you'll get an offer of a discount off of a price-gouge replacement. Good luck.

Thanks for the reply. It feels more like they are just using it as an excuse not to cover it under warranty as I clearly have a warranty - they just are claiming it is elsewhere. I’ll keep ye updated. Thanks again.
3-5 13:25
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DJI Diana
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Hi there, sorry to be reading the issues you had with your aircraft and the battery. I will formally forward and ask for further assistance with someone from a higher level of management to check and see if there is anything that we can do for you within the confines of the situation. We thank you for your patience.
3-5 14:31
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fansa58dbe56
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DJI Diana Posted at 3-5 14:31
Hi there, sorry to be reading the issues you had with your aircraft and the battery. I will formally forward and ask for further assistance with someone from a higher level of management to check and see if there is anything that we can do for you within the confines of the situation. We thank you for your patience.

Thank you, do you have my details or do I need to PM you with anything?
3-5 15:46
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DJI Diana
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fansa58dbe56 Posted at 3-5 15:46
Thank you, do you have my details or do I need to PM you with anything?

Hi, no worries. I got it covered already. I managed to pull the case using your forum account. I'll keep an eye to this. Thank you for your patience.
3-5 15:58
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fansa58dbe56
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DJI Diana Posted at 3-5 15:58
Hi, no worries. I got it covered already. I managed to pull the case using your forum account. I'll keep an eye to this. Thank you for your patience.

Thank you.
3-5 16:03
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fansa58dbe56
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DJI Diana Posted at 3-5 15:58
Hi, no worries. I got it covered already. I managed to pull the case using your forum account. I'll keep an eye to this. Thank you for your patience.

UPDATE:

Still no contact from who I need to speak with at DJI. I gave my number the original online agent who said they’d have a supervisor ring me back in the next 24-48 hours, no call.

After you commented on this forum a day or two later Australian support contacted me, but still nobody in Europe.

Australian support told me yesterday they’ve passed my details to Europe and to wait another 24-48 hours. Currently 24 hours done; will wait another 24 hours....
3-8 05:18
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Paul McMenamin
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I've had a Phantom repaired that came from Australia by dji Europe and there was no issues or questions asked. If it says dji on the drone then dji where ever they are should repair it. They don't care what currency you spend on their products at the time of purchase, it all appears on their balance sheet at the end of the tax year.
3-8 08:49
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fansa58dbe56
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Paul McMenamin Posted at 3-8 08:49
I've had a Phantom repaired that came from Australia by dji Europe and there was no issues or questions asked. If it says dji on the drone then dji where ever they are should repair it. They don't care what currency you spend on their products at the time of purchase, it all appears on their balance sheet at the end of the tax year.

Cheers Paul! Ya, it doesn’t really make sense. I’m starting to believe they use this as an excuse to try and get away without covering items under warranty...
3-8 09:09
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DJI Diana
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fansa58dbe56 Posted at 3-8 05:18
UPDATE:

Still no contact from who I need to speak with at DJI. I gave my number the original online agent who said they’d have a supervisor ring me back in the next 24-48 hours, no call.

Hi there, you have our sincere apologies for the unpleasant experience with our customer support team. We already coordinate your concern to the respective department. We will notify if there is an update to your concern. Your patience is highly appreciated. Thank you.
3-8 13:32
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fansa58dbe56
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DJI Diana Posted at 3-8 13:32
Hi there, you have our sincere apologies for the unpleasant experience with our customer support team. We already coordinate your concern to the respective department. We will notify if there is an update to your concern. Your patience is highly appreciated. Thank you.

UPDATE:

48 hours have now passed since the Australian specialist advised I’d be contacted in 24-48 hours. This is the second time now I’ve bee told I’ll be contacted and nobody gets in touch.

Terrible customer service!!
3-9 07:07
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DJI Diana
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fansa58dbe56 Posted at 3-9 07:07
UPDATE:

48 hours have now passed since the Australian specialist advised I’d be contacted in 24-48 hours. This is the second time now I’ve bee told I’ll be contacted and nobody gets in touch.

Hi there, thanks for reaching out. We take these kinds of report seriously and we apologize for the inconvenience the situation has caused you. Rest assured that we will investigate the happenings and assist you with this case. Since there is an existing case for you, we will check with the team and surely follow-up for you to be contacted as soon as possible within business days. Hoping for your understanding.
3-9 15:32
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