We are sincerely sorry to hear about this bad experience. The drone is actually responsible for not destroying itself and going out of control. The app tells the drone where to go and when to take pictures, and when it does not work this is due to issues on Pix4D side. But our app is not responsible when the drone crashes as we cannot give instructions that would override the safe behavior of the drone. When the situation becomes out of control, it is coming from the drone as it is the “driver” meaning the aircraft knows how to fly.
Normally taking over manual control should prevent incidents from happening. Were you able to take over manual control? Have you tried to tap Abort in Pix4Dcapture to interrupt the mission or to press the return-to-home (RTH) button of the controller before the drone goes too far away and loses the connection? When the connection is lost, the fail-safe behavior that you define in the drone app should be triggered.
Also, could you confirm the latest drone’s firmware and apps installed?
Again we are very sorry for the drone and we hope these answers are useful to understand what happened.