DJI Mini 5 Pro Crashed Into a Pole on First Flight Despite Obstacle Avoidance

On May 6, 2026, I purchased a DJI Mini 5 Pro Fly More Combo with the DJI RC 2 controller through the Vatan Bilgisayar website, with order number vtn2026000387368. During my very first use of the product, I trusted the autonomous flight and collision-avoidance sensor features that were specifically highlighted in the product's marketing, so I tried it out in autonomous shooting mode. While the drone was filming on its own, with no manual intervention from me whatsoever, it crashed into a pole and broke. Despite the collision-avoidance sensor and autonomous flight features that were prominently advertised, I consider this accident to be a product-related issue.

I sent the device to authorized service, and I received a response with Customer Service Document number 82MS0050230. This document states that for the product with serial number 1581F9DEC25BC0297YN0, the malfunction was assessed as user error, and therefore it wasn't covered under warranty, with Karfo Karacasulu Dış Tic. A.Ş. requesting a service fee of $833 (VAT included). I don't accept having all responsibility placed on me for a situation where the product, on its very first use, crashed into a pole and broke while the autonomous and collision-avoidance systems were active. DJI's side also refuses to acknowledge fault, claiming the issue stems from the user rather than the device.

I believe the drone failed to deliver on the safety and autonomous flight features that were prominently advertised, and that what happened is a product-related malfunction, not user error. Because of this, my primary request is for the product to be replaced with a new one at no cost. If that's not possible, I'm asking that the malfunction at least be reassessed as covered under warranty, that a free repair be carried out, that the requested $833 service fee be canceled, and that the hardship I've experienced be resolved.