My DJI Phantom Flew Away
At one time, we naively believed that the legend of the disappearing DJI Phantom was pure myth. We confidently told ourselves “No. Not my Phantom. My Phantom would never betray me like that.” But one fateful day, flying high in the sky, our beloved Phantom spiraled out of control and crashed violently into the earth. It was more concrete wall than earth, but you get the idea.
If this disaster has happened to you, you are probably freaking out and thinking “What do I do now? This wasn’t my fault! Am I screwed??” This is a stressful time in your life… your expensive new toy is ruined.
Don’t worry, we have good news! Take a breather and calm down. Everything is going to be okay because we are here for you. Not long ago we were in your shoes, and within two weeks we had our Phantom back and flying. It was quick, painless, and free!
Fixing the Problem – My DJI Phantom Flew Away
1. Immediately locate the quadcopter
2. Gather every single broken part you can find
3. Call the DJI LA hotline
- 1 (818) 235 0789 / Open Mon-Fri 9:00 am – 5:00 pm (PST)
- After listening to the automated message press 3 (Selecting “technical support”), then press 5 (Selecting “support directly from DJI”)
- You will be directed to a DJI representative
4. Speak with a DJI Representative
- The representative will ask for your name and email address
- Let them know exactly what happened
5. You will receive an email that contains an RMA number and a Customer Information Sheet
6. Fill out the Customer Information Sheet:
- Fill in the given RMA (found in your email), your name, phone #, email address, and return address.
- List off the defective parts. Include every part that you think played a role in your crash. For example, maybe the motor cut out or you lost connection.
- Give a detailed description of what exactly happened. Some important factors to mention: weather, altitude, location, and cause of crash. Provide as much information as possible so you can prove your point. It’s better to have included something that wasn’t necessary then to leave something out that could have been the deal breaker.
7. Pack up the Phantom to ship out
- Carefully package the Phantom with any other parts that may be damaged (we used the box it came in). ONLY DAMAGED PARTS. This may include the camera, gimbal, propellers, and battery. If only 2 propellers were chipped in the crash but the other two look fine, only include the two chipped propellers. DJI is not responsible for any other items you choose to package.
- Inside the box with the Phantom and other broken parts you will need to include the proof of purchase and the Customer Information Sheet.
8. DJI will notify you when your Phantom has been received
The repair process takes anywhere from 2-4 weeks. They will send you emails periodically, but you can always check the status by calling or looking online. DJI ended up taking care of the entire cost of our Phantom because it was a defective product. If they review your back story and inspect the Phantom but decide it was your fault then they will be contacting you to discuss the repair fees.
9. Once the repair has been finished you will be notified via email
- This email will include a tracking number so you will be able to see when the package is expected to be delivered.
10. Get the battery back on the charger! It’s time to fly again 🙂
If you have any questions or concerns, feel free to leave a comment below. We are more than happy to help you with anything!
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