Yes, I have found this is usually the case, the pilot does not always heed the warnings early enough ?
Also just a little advise when dealing with DJI CS, be reserved, polite & don't get overly upset ?
Explain again the steps of the the scenario, like when you actually made the downward action on the stick, before or after the crash, sometimes they have small problems with english translation & your word in english meanings.
If you ask them to revalidate the checking of the AC they will, but have patience in explaining exactly how you feel it happened, to get up them is not the way to succeed in Chinese business !