They are awesome at not understanding / interpreting your emails. They excel at that. Just keep sending emails and referring to the last one. Threatening to send back your drone for a full refund helps. If you get any emails to rate their service give them a low ranking and explain why. It helps to call them idiots too.
Think of them as a bunch of 14 year olds with ADHD that speak another language, and lied on their application for work at DJI saying that they speak English. Once you understand that, then you'll realize that you have to repeat everything you say at least 10 times, and getting their attention to the real problem, not the one they just made up, is difficult.
This is the one main reason I will never crash my quad. Because I would have to face the Chinese worker bees with ADHD that hardly speak any English to fix my quad. That's the kind of he11 that I don't need in my life.
Every survey I take about DJI customer service is always rated at the lowest possible rating. That being said, the less you talk to a rep the better. Talking to supervisors is useless. They are the same reps just pretending. I have found better results with email and email forms.
In the end, it will work.