DJI Refused to Analyze My Incident Flight Log

Greetings from DJI Technical Support. Michael is with you.source

Where did you get tracking ID from? May I know this please?source

Hi theresource

Thanks for sharing May I know if there is any issue with your device?source

I may need a few minutes to check this for you, would it be okay to put you on hold for 3-5 minutes?source

Thank you Thank you so much for waiting: we appreciate your patience with us. Did you retreive you aircraft already?source

Your*source

May I have the serial number of your device and your current residing country name, please?source

The serial number (SN) of the DJI Neo aircraft can be found in two places: on the sticker inside the battery compartment and on the barcode sticker on the package. [Image: instruction screenshot]source

Sure, pleasesource

Thank yousource

I will check it first Please allow me to transfer the chat to our relevant team for better assistance on this issue, please hold online.source

Your concern has been transferred to me. It may take 3-5 minutes for me to review your previous conversation. Please hold on line.source

Thanks for your time. We appreciate your patience. According to your situation, we recommend you to send your device back to us for further checking, you can submit an online repair request here https://repair.dji.com/repair/index . - You may enter the Serial Number, fill up the online form and submit to get a case number. - You will receive a case number CAS-XXXXXX-XXXXXX, and shipping instructions within 12 - 24 hours.source

We will cover the shipping for you, after you submit the request, you will receive the free shipping label via email, and cause your device is within warranty, after we receive your device, we will do the damage assessment, if the result shows that is not user error, we will provide you free service.source

Thanks for your understanding, I really appreciate it.source

Of course, after you submit the request, you can provide me the case number and I will make a note to our relevant team to do the data analysis, and it would shows the reason that cause the accident.source

My pleasure to help you, you can contact us when you have the case number and we will make the note for you. thank you My pleasure to help you.:) Any further question, please feel free to contact us again. Have a nice day and take care. Thanks for choosing DJI.source

Case Created Successfully Your DJI Case has been created successfully with a case number of CAS-33415913-B8S5F5. Please follow the instructions below to send back your device(s). <... omitted ...>source

Quotation This message is from DJI Support. A quote detailing the cost to repair your product DJI Neo is attached to this email. <... omitted ...> Flight Date: 2026-06-01 01:07:44 GMT+8 1. The aircraft worked under Sport mode after took off. 2. Flight Time T=160.9s, Relative Height H=0.8m, Distance to Home Point D=7.2m, the pilot pushed the pitch stick forward, the aircraft flew to the front direction, the aircraft crashed with obstacles. 3. The incident coordinate: (45.4524549, 10.6686335). Flight Conclusion: The incident was caused by non-manufacturing factors. Therefore, it is concluded to customer responsibility. <... omitted ...> Grand Total Payment (EUR): €100.50source

Thanks for contacting DJI after-sales support. This is Evan. How may I help you today?source

Hi, there. Please kindly hold on 3-5 mins, I need to check your case firstsource

Thank yousource

Thank you for your patience. After review, we have completed the data analysis for your case. The results are as follows: MC SN: 1581F87LB251400204Z3 BAT SN: 87HPMBFAA008D8 Flight Date: 2026-06-01 01:07:44 GMT+8 FLY-0131 FLY-0131 FLY-0131 FLY-0131 1.The aircraft worked under Sport mode after took off 2.Flight Time T=160.9s, Relative Height H=0.8m, Distance to Home Point D=7.2m, the pilot pushed the pitch stick forward, the aircraft flew to the front direction, the aircraft crashed with obstacles 3.The incident coordinate: (45.4524549, 10.6686335)source

Flight Conclusion: The incident was caused by non-manufacturing factors. Therefore, it is concluded to customer responsibility.source

I got your concern. No worries, I will relay your situation to our factory and ask them to redo the data analysis.source

Please pay attention on your email and wait for the updates, you will receive email notification within 1-3 business dayssource

I will forward all the detailed information you provided to our factory, including the flight date, T=160.9s, incident coordinates, and the reported abnormal behavior around 01:38.source

You are most welcomesource

Hi, are you still there?source

I just reviewed your case again. Our team noted in your data analysis results that when exporting the data, they found that your drone did not have an accident on May 29th, but the accident occurred between 7 and 8 AM on May 31st. Therefore, they analyzed the data from May 31st. And the system displays the time corresponding to DJI China headquarters, so due to the time difference, it shows June 1st.source

I just reviewed your case again. Our team noted in your data analysis results that when exporting the data, they found that your drone did not have an accident on May 29th, but the accident occurred between 7 and 8 AM on May 31st. Therefore, they analyzed the data from May 31st. And our system displays the time corresponding to DJI China headquarters, so due to the time difference, it shows June 1st. Therefore, we may not be able to redo the data analysis as you requested.source

Thanks for contacting DJI after-sales support. This is Rosa. How can I help you today?source

how may I help you with this case?source

I understood your concern, let me check this casesource

MC SN: 1581F87LB251400204Z3 BAT SN: 87HPMBFAA008D8 Flight Date: 2026-06-01 01:07:44 GMT+8 FLY-0131 FLY-0131 FLY-0131 FLY-0131 1.The aircraft worked under Sport mode after took off 2.Flight Time T=160.9s, Relative Height H=0.8m, Distance to Home Point D=7.2m, the pilot pushed the pitch stick forward, the aircraft flew to the front direction, the aircraft crashed with obstacles 3.The incident coordinate: (45.4524549, 10.6686335) Flight Conclusion: The incident was caused by non-manufacturing factors. Therefore, it is concluded to customer responsibility.source

Upon checking, this is the result of the data analysis May I know the discrepancy, please?source

Sure, if you could, please share it with me so that I can forward this to our engineer to further check this, and I will email the update to you within 1-3 working days.source

Thank you for your information I will forward this to our engineer I will email the update to you within 1-3 working days.source

My pleasure OK. If you have any other questions later, please feel free to contact us again. Have a great day and take care. Thanks for choosing DJI! Byebye~source

Bye :)source

We have received information from our team that you disagree with the analysis results. We are very sorry, but our colleagues reached this conclusion based on the stored flight data. Our warranty terms do not apply to water-damaged devices. The device manual also includes a section about flying DJI Neo devices near water. We advise against this because reflections on the water may cause the device to receive incorrect GPS signals and thereby cause an accident. If you would like to continue using your device, we can offer you a 20% discount on the current price. Your product will be replaced. If you would like to accept this offer, please reply to our email.source

Thank you for your feedback. our colleagues always extract data from the last flight data. This is also important because if the customer has an accident with a machine we sell (as you wrote) and then continues to fly with it, it is the customer's responsibility from then on. Therefore, we can only offer you alternatives that comply with your regulations. And this is a replacement device.source

Your quote is €100.50. Only the drone has water damage, the rest of your devices continue to work flawlessly. We can replace the water-damaged drone for you with a so-called refurbished drone. This meets DJI's quality requirements and is still under warranty until 2027.08. Data analysis: no, we cannot perform data analysis retrospectively. The last flight data is the one that counts for us.source

Today you should receive the new email with the revised offer from our team. Please check your email inbox.source

Quotation This message is from DJI Support. A quote detailing the cost to repair your product DJI Neo is attached to this email. <... omitted ...> Flight Date: 2026-06-01 01:07:44 GMT+8 1. The aircraft worked under Sport mode after took off. 2. Flight Time T=160.9s, Relative Height H=0.8m, Distance to Home Point D=7.2m, the pilot pushed the pitch stick forward, the aircraft flew to the front direction, the aircraft crashed with obstacles. 3. The incident coordinate: (45.4524549, 10.6686335). Flight Conclusion: The incident was caused by non-manufacturing factors. Therefore, it is concluded to customer responsibility. <... omitted ...> Grand Total Payment (EUR): €74.46source

Sorry, I don't know what the problem could be. I downloaded the PDF and attached it. I hope it will be fine.source

Thank you for your payment, we have received it, and the tracking number will be sent to you by email tomorrow.source