People have had good and bad experiences with DJI support. The majority of issues can be resolved by searching google, searching forums like this one, or asking questions in forums like this one. Many people probably never need to contact DJI support for help.
I'm getting cracks all over my P 4 body. I wouldn't begin to call them. They would say I crashed, landed too hard and it would be my word against theirs. I'll just pay the $70 and get a new body and replace it myself. Now my P3, I put trough hell and it doesn't have 1 crack. That being said, Their quads are great!.