Tsolsi
lvl.2
Flight distance : 1577500 ft
Australia
Offline
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DJI Diana Posted at 2017-8-31 00:52
Tsolsi, I've checked your case, our engineers analyzed the flight data of this flight, I am sorry to say that this is a pilot error, you need to pay for the repair. As you can see the details below.
1)Aircraft worked at GPS mode in flight.
2)The pilot used Gesture control mode, then at t=682s, h=3m, d=137m, 27% battery power, the aircraft initiated intelligent low battery RTH procedure, and the return height setting was 100 meters, the aircraft began to ascend.
I have now send this to DJI support, hoping for a honest solution.
Please send it back unrepaired for free, the drone has been send off due to misleading DJI support suggestions, I'll glue the piece back myself. Or (preferably) you could do the righteous thing and be consistent with information provided prior to sending off my drone (which would be the most honest way to go).
This repair request would never have been made if it was not due to the false information provided by your support staff. Please read the attached E-mail provided by support prior to sending it off to repair. And please shed some light for possible alternative interpretations on this part: "And to address your concern, It is not normal that is going on RTH once gesture is initiated."
I interpreted it as this will be a warranty case. I would highly appreciate it if responsibility for the misleading information provided prior to sending off my drone was taken.
Below you find the (quite misleading) E-mail send by your support staff.
Kind regards, Daniël
Blessie (Support)
8月8日 01:59 CST
Hello Daniel,
Thank you for writing us back.
We have applied the repair information into our system.
Your Case No. is : CAS-872731-Z5H0D4 and Just to set your expectations, the normal repair process will take approximately 10-15 business days excluding shipping if ever you will not received the aircraft within your time frame we suggest to please ask for your any relatives or friends to receive the package after repair on your Netherlands address and ask to shipped it on your Australia address so you will be able to take advantage of your warranty or your service plan.
And to address your concern, It is not normal that is going on RTH once gesture is initiated.
We will request the UPS label for you and you will receive it within 2 business days.
With the UPS Shipping Label:
1) After receiving an email from UPS with your shipping label, click on *retrieve label* and print the page.
2) You can bring it to a local post deposit.
3) You can call UPS to make an appointment for the pickup.
Note: Failure to complete any steps below may cause delays in your repair, and could require our logistics team to ship your product back without repair service provided.
1. Please fill in completely with your details with a proper description of the issue you have now.
https://s3.amazonaws.com/dji-www/uploads/files/DJI%252bGlobal%252bTechnical%252bSupport%252bForm%252bFor%252bEnd%252bUsers.docx
2. Please attach a printed version to every item in the parcel, together with a proof of purchaseas well as the email address you used to activate your product (if applicable). The exclusion of either may disqualify you from obtaining warranty service or delay service. Please send us a copy of your proof of purchase and keep the original proof of purchase for your records.
3. Please ship the product with the completed DJI Global Technical Support Form linked above and mark with the words ‘RMA’ on the outside of the package.
4. If you are a resident of a non-EU country like Switzerland or Norway please write the following text on the box “DEFECT UNIT - NO COMMERCIAL VALUE”.
5. Please do not send any damaged, swollen or leaking batteries to DJI for repair/replacement. If such batteries are sent, the customer will be held directly responsible for any accident occurring during shipment. If DJI receives a damaged or swollen battery it will not be sent back to the customer for danger of an accident occurring during transport.
6. Donot ship any Non-DJI equipment, such as aircraft third-party accessories, third-party cases, SD cards, or third-party transmitters. If you choose to send in any of these items, you acknowledge that DJI is not liable for any of these products and that we are unable to test your DJI products with any third-party equipment.
7. If you request not to proceed with these repair services, you will be liable for payment of return delivery of your product(s), as well as possible the cost of diagnosis.
8. By using the UPS Pick Up service enabled by DJI Europe you agree that you use this service on your own risk. DJI Europe is not responsible for any lost or damaged packages. In such an event it is up to the customer himself to contact UPS for further explanation and action.
We will inform you of any repair costs after we complete a full diagnostics report for the unit. Please carefully read our Warranty Policy at: http://www.dji.com/service and you can keep track of your repair status by visiting the link below: http://www.dji.com/support/repair-trace.
By sending in your product for repair, you agree that you have read and accepted the repair terms as stated above.
If you have any questions, please feel free to contact DJI Europe Support, Mon-Fri 8:30AM - 5:00PM (UTC+1) via the following three channels:
Tel Support: +31 20 654 5202
Email: support.eu@dji.com
Online Support: http://www.dji.com/support#after
Thank you for choosing DJI.
Best regards,
Blessie C.
DJI Technical Support |
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