When it comes to drones, DJI is a name that we have all heard of. With drones like the Mavic and the Phantom they have set a high bar in the industry standards that has ensured that they’ve become a household name. So, how does their customer service hold up? In today’s article we are going to talk about DJI customer service and share some reviews so that you can get a little feedback on whether or not DJI’s service meets the hype. Without further ado, let’s begin our DJI customer service review!
DJI Customer Service
DJI customer service hours are from Monday through Friday, 9am to 5pm and you can set up a ticket online or bring up their contact number by visiting opening your browser and going to www.dji.com/support/ and selecting your product. In order to give you an idea of the type of support that has been reported back we’ve collecting a series of both negative and positive reviews so that you judge for yourself. These reviews come from Trustpilot.com and from the Better Business Bureau (trustpilot.com and bbb.org) should you wish to see more reviews as a way to evaluate DJI customer service. Please keep in mind with negative reviews that there ARE issues which are not covered by warranty to begin with, so pay careful attention to the details of your warranty and consider extended coverage. You might not know this, but drones CAN be insured, just like you would insure a home or a car, and aside from the normal means DJI offers extended plans as well that can help you to protect your investment. That said; let’s see some real 2020 and late 2019 reviews for DJI customer service.
The Positive reviews
Let’s start with some of the things that DJI customers really liked. This helps to give you a gauge to balance against the bad reviews and in some cases you can generally see the difference in what is covered and what is not.
Positive Review #1
Rating: 5 stars: Excellent
Date: Updated Feb 18, 2020
Subject: Top Notch Customer Service!!!
I bought the Mavic Mini Fly More Combo and one of the batteries reported “Dead Cell” in the map when using the Mini. I tried to charge it but no luck. I called DJI and the customer support was top notch! Pleasant, professional, and knowledgeable. They were happy to get my information, and I had a free replacement battery within 2 weeks. Obviously you want it faster, but considering they have to receive it, test it, log it, then ship it back out. 2 weeks seemed sufficient to me. This is my first DJI drone, and I am very pleased so far. Positive Review #2
Positive Review #2
Rating: 5 stars: Excellent
Date: Feb 18, 2020
Subject: DJI Drones are the best
I have crashed my Drone two times and each time have received a new drone in under two weeks thanks to the extended warrantee and a reasonable co-pay. I have a DJI Spark which a very fun Drone to fly and takes great pictures and videos.
Positive Review #3
Rating: 5 stars: Excellent
Date: Feb 20, 2020
Subject: My Inspire 2 lost SSD recording
My Inspire 2 would no longer record on the SSD card, after working with DJI, they asked me to send in
“They sent me a prepaid UPS form, and off it went.”
the drone. They sent me a prepaid UPS form, and off it went. They informed me that they wanted to use used parts, I said OK. The cost of the repair was $84 with free return postage and now the Inspire 2 is recording again in Prores.
The Negative reviews
Now that we have tasted the sweet feedback, in the interest of keeping things fair it is time to sample some of the sour. Here are some of the negative reviews which DJI reviewed on Trustpilot and the Better Business Bureau site. If the review is designated as ‘Reviewer contacted’ then this means that DJI made an attempt to contact them after the posting of the bad review but other than that these are pretty straightforward. Now, let’s take a look at those negatives.
Negative review #1
User: David Hughes
Rating: 1 star: Bad
Date: Feb 11, 2020
Contact status: Reviewer contacted
Subject: DJI osmo pocket- don’t even bother.
DJI osmo pocket developed an intermittent fault within the warranty period. Sent it for repair and they refused to repair it saying that it was water damage. The unit has never been used in rain/fog etc. I asked them to show me a photograph of the water damage and nothing. At first they refused to send the unit back to me. But eventually they did and unit won’t even turn on now. Appalling customer service and a complete waste of money.
Negative review #2
User: Carl Z
Rating: 1 star
Contact status: Reviewer contacted and issue resolved to customer satisfaction
Content: I will never work with DJI repair service again. On several occasions I have required gimbal repair service on my Phantom 3 PRO do to crash damage. Each time the gimbal needs to be repaired and the gray ribbon cable connector ends are damaged and the cable needs replacing. Each time DJI returns the repaired gimbal but never includes a replacement Gray cable. I have to argue with support over a period of weeks to get this resolved.
Some final words on DJI customer service
In today’s article we have provided you with some independent feedback on DJI customer service. Keep in mind that the warranties on these units are quite specific and that extended service options are available to help to ensure that you get the best customer service experience possible in the event that your drone becomes damaged. Alternately, consider property insurance for your drone. These units cost a pretty penny and while you might not feel like paying a little extra now, it is always better than paying A LOT extra later, so protect your investment and enjoy your flights!