Just wanted to share my bad experience with DJI support

[Zev]

Short version… DJI customer service didn’t help me after my drone vanished.

So here’s the full story. I’ve always heard good things about DJI support, and honestly, they helped me once before, so I was expecting the same again.
But this time around, it didn’t go so well. I lost my Mini 2 earlier this month while flying from a mountain viewpoint in California. The drone took off like normal, hovered until it got GPS lock, then flew out a bit. Out of nowhere, it disconnected from the controller. There were no obstacles, no bad weather, nothing weird. The home point was set and everything. I figured it would return to home—but it didn’t.

Here’s what DJI’s flight record says:

• Drone was in GPS mode and was responding to the controller.
• It took off before getting full GPS.
• Around 24 seconds in, at 5.2m up and 0.6m from home, it got strong GPS.
• At about 2 minutes in, height -19.9m and 98.1m away, it cut off due to disconnect.
• Last input was pitch forward, and the drone was moving forward.
• They couldn’t determine much else from the app logs.

My drone was still under warranty based on the activation date, and I submitted a flyaway report through DJI’s website. Here’s what they told me:

“Yes, the activation date is correct, but this wasn’t caused by a hardware defect. It’s your responsibility as the pilot, so this isn’t covered by the warranty.”

I replied with:
“Can you please explain how it’s my fault that your drone randomly lost connection? There were no warnings or obstacles, and the drone was close. What exactly did I do wrong?”

They sent back a generic answer about it being my job to evaluate environmental factors like wind and that I should use RTH (which I did). And then they actually said:
“Don’t be disappointed, just be a better pilot next time.”

Honestly, I didn’t even know how to respond to that. I asked them again:
“Please just tell me what I could have done differently to avoid losing my drone. If you can give me a clear answer, I’ll accept it. But don’t just say ‘be a better pilot.’”

…

I still like DJI’s products, they’re top-notch—but after this, I don’t feel great about ever buying from them again. You can do everything mostly right and still lose your drone. And then they might just tell you it’s your fault.

[Mali]

That really stinks. Sounds like it either glitched out or maybe even a bird hit it.

That said, the fact that it took off before getting full GPS is probably what they’ll focus on. That’s a really common issue and usually kills any warranty claim.

Even so, the drone should’ve still returned or landed nearby unless the RTH height wasn’t set properly or it misjudged its home point. That’s the hard part to figure out now.

[Zev]

@Mali
Yeah, I think you’re right. I didn’t fly it far, just hovered near me while waiting for full signal. But I get how that part can be seen differently.

What you said about RTH height makes a lot of sense. Definitely something to think about next time.

[Emerson]

Honestly, I think their response might just be poorly translated. It wasn’t very helpful, but maybe not meant to be rude.

You said you took off and hovered while waiting for GPS—that’s still risky. Why do you think that’s okay? The logs show it took off with no GPS at all. That’s usually a no-go.

Also, when exactly did the home point get set—while hovering or after flying around?

And just to clarify, when you mentioned submitting a flyaway report, do you have DJI Care Refresh? The warranty only covers hardware faults. Were you assuming the disconnect was a hardware issue?

Would be helpful to know your RTH settings too.

[Zev]

@Emerson
Thanks for responding. When I powered everything up, GPS signal was weak, so I let the drone hover near me—like 15 feet up—waiting for the signal to get better. I’ve always felt it locks faster when a little higher, but maybe I was wrong.

Pretty sure the home point updated while it hovered, though I don’t have the drone anymore to double-check. The flight report says it was set, and some RTH settings like altitude are mentioned.

I’m totally open to the idea that I made a mistake. I just wish they would tell me exactly what I did wrong instead of giving me a vague response. I agree that the “lost in translation” thing is probably spot on.

[Mal]

@Zev
Yeah, unfortunately I have to agree it sounds like pilot error. RTH only works properly when the drone has a GPS fix before takeoff. If you fly without that, the drone won’t have a reliable home point to come back to.

Signal can cut for a lot of reasons—sunspots, interference, whatever. But GPS and a set home point are the only real safety nets you have. If you skip that, you’re flying without backup.

Now, if the home point did update after the drone got GPS and you were flying safe after that, it’s a different story. But most people avoid launching at all without GPS for exactly this reason. No shame in learning that the hard way.

[Zev]

@Mal

Hi. Thanks for the input. I agree with you but I actually did wait for the signal and home point to be updated, just instead on the ground I was 15 ft high. As you can see in the flight record photo DJI sent me, the home point was updated exactly at my location and the drone was also at the same location at that time. Hope it helps clear things up a bit. Sorry for not including this info in the post.

[Mal]

@Zev
Oh, got it. That does change things a bit. I still think taking off before full GPS lock isn’t ideal, but if the home point did actually set after that, then yeah, it should have come back.

Now I’m picturing it just hovering 15 feet up, refusing to land. That’d be frustrating as hell.

[Zev]

@Mal
Haha yeah, never really thought about the altitude part of home point until now. I kinda just assumed it’d keep descending to the ground.

Anyway, lesson learned. I’ll definitely wait for GPS and the home point confirmation before flying if I ever get another drone. Appreciate the help.

[Jesse]

Do you usually take off without waiting for full satellite signal? I don’t ever lift off unless I have a good GPS fix and the home point’s set. That’s probably what messed things up here. Only time I skip it is if I’m flying indoors.

[Zev]

@Jesse

Hi. Thanks for the input. I actually did wait for the signal and home point to be updated, just instead on the ground I was 15 ft high. As you can see in the flight record photo DJI sent me, the home point was updated exactly at my location and the drone was also at the same location at that time. Hope it helps clear things up a bit. Sorry for not including this info in the post.

[Jesse]

@Zev
I totally get why people rush into the air, but personally, I treat flying like a checklist. I always make sure satellites are locked before lift-off. Just trying to avoid stuff like this. I’m really sorry this happened to you.

[Zev]

Home point was updated at my location and drone was at the same location at that time (00:24s)