DJI Air 3S Drone Lost GPS and Fell – Warranty Denied Despite Sensor Malfunction

I purchased a DJI Air 3S Combo drone from Media Markt as an outlet product. I was informed that the device had never been used, and that only the warranty period had started early. However, during my very first flight, without any impact, collision, or misuse, the drone suddenly lost control and descended to the ground.

I sent the device to Karfo Karacasulu Dış Ticaret, the authorized DJI service center in Turkey. The service informed me that an analysis was conducted by DJI’s central team and that the case was reported as “user error.” Without providing any technical justification, they simply labeled it a “pilot mistake” and declared that the product was not covered by warranty, offering me a new device (without battery) for $1,465.

However, I possess both the flight logs (.DAT and .TXT files) and video footage clearly showing that the drone lost its GPS signal, automatically switched to ATTI mode, and then lost altitude due to a barometric sensor malfunction. The data proves that the drone itself failed, not the operator — I only issued a landing command.

I have also reported the issue to DJI’s Global Engineering Team, and the technical evidence clearly indicates a sensor error. Despite this, the Turkish distributor blamed the user without performing a proper technical review, simply saying, “Pay and get a new one.”

This attitude is unacceptable and undermines both DJI’s brand credibility and consumer rights. A global brand like DJI should not resort to blaming customers without proof. I did not misuse the product — the device experienced a system error. I have submitted all evidence (logs, videos, and service report) to the Consumer Arbitration Board (Tüketici Hakem Heyeti) and will pursue my rights fully.

My expectations from DJI Türkiye are as follows:

A neutral and independent engineering analysis of the case,

The retraction of the inaccurate “user error” report, and

A free repair or replacement of my device under warranty.

I expect DJI to act fairly and responsibly, acknowledging that system failures can occur, and to support its customers rather than blaming them.

I have the flight video and the DJI service report, and I am ready to share all supporting documents upon request.