So, my baby Mavic has video problem.  When shooting 4k or 2.7K video, the video is not smooth when playback on the computer. On the video file, it only has 23 FPS which it should be 30 FPS. We tried several ways to solve the problem without success. The online support team said it should be the hardware problem.  So I send it in for repair.


This is what I got from them:Dear Customer,


You repair service of Mavic Pro has been quoted by our repair team. Please refer to the invoice below and complete your payment via paypal.

Invoice

Quote Date:

07-20-17

Remarks:

Dear Customer, Unfortunately, damage that is not caused by a product malfunction or is out of the warranty period is not covered by DJI aftersales policy. Damage not caused by product malfunction. Well either repair it or replace it with a product that's new or equivalent to new in both performance and reliability after payment has been received. For more information, please visit (http://www.dji.com/service/policy) - DJI North America

Item	Quantity	Unit Price（USD）	Total Price（USD）
Lower Shell	1	11.00	11.00
Gimbal Arm Module	1	59.00	59.00
Repair Service Fee	2	65.00/H	130.00

Freight:			0.00
Total Amount:			200.00
DJI Care deduction：			0.00
Total Payment:			200.00

I am pretty sure there was nothing wrong with my Gimbal arm and the Gimbal Arm Module.My gimbal works perfectly fine. I never crash it, it must be a product malfunction. Why am I getting a quote for replacing something that has nothing to do with the problem?


So I call the customer service for re-evaluation, and I got something new below:

Dear Customer,


You repair service of Mavic Pro has been quoted by our repair team. Please refer to the invoice below and complete your payment via Paypal.

Invoice

Quote Date:	07-22-17
Remarks:	Lower shell may be on invoice for cosmetic reasons, removed cost as courtesy.

Item	Quantity	Unit Price（USD）	Total Price（USD）
Gimbal Arm Module	1	59.00	59.00
Lower Shell	1	11.00	11.00
Repair Service Fee	2	65.00/H	130.00

Freight:			0.00
Total Amount:			200.00
Discount:			-11.00
DJI Care deduction：			0.00
Total Payment:			189.00

This quote is ridiculous, think before you send it in for repair. I had sent an email to re-evaluation again. I will keep it post.

It's more likely to be your computer. What model?

Jeff7577 Posted at 2017-7-21 18:32
It's more likely to be your computer. What model?

Should not be my computer. Ryzen 7 1700X. 16GB Ram, SSD, GTX 1080. Should be good enough.

Can you post a video so we can see the problem you are experiencing?

Throw one of your videos on dropbox and share it here - maybe we can help

Ex Machina Posted at 2017-7-21 19:30
Can you post a video so we can see the problem you are experiencing?

Sure. I will do it. Thank you so much!

sduck Posted at 2017-7-21 19:30
Throw one of your videos on dropbox and share it here - maybe we can help

Sure. I will do it. Thank you so much!

Sorry for this, could you please provide me your case number so I can look into it?  As for the video issue, like Sduck mentoned , upload an original video from the SD card to dropbox, then post a link here , we'd like to help you with this issue.

It's crazy, and it's a mess, I've just sent my Mavic in yesterday for stress crack, if this happens to me I won't be happy , I did include instructions that my gimbal camera and everything else is fine, that I didn't want a refurbished unit, we shall wait and see.

I had uploaded some video. Please check guys.
23 fps not smooth
29fps 4k smooth
1080P smooth

fans8c46fea0 Posted at 2017-7-22 15:12
I had uploaded some video. Please check guys.
23 fps not smooth
29fps 4k smooth

Looking at the 23fps one, assume the tilt shots are what you are noting as not being smooth?

Ex Machina Posted at 2017-7-22 15:13
Looking at the 23fps one, assume the tilt shots are what you are noting as not being smooth?

Thanks for the help. When I am saying not smooth is saying the horizontal shots. Vertical is fine.

Ex Machina Posted at 2017-7-22 15:13
Looking at the 23fps one, assume the tilt shots are what you are noting as not being smooth?

Like when you move from left to right, even it is slow, it still not smooth. Under 1080p setting is fine.

fans8c46fea0 Posted at 2017-7-22 16:08
Like when you move from left to right, even it is slow, it still not smooth. Under 1080p setting is fine.

I'm going to go out on a limb here and guess that the problem is just that 23fps is too slow a frame rate to do much in the way of panning unless you are extremely slow, this is most evident in the tilt movements, but also in the stationary pans.

The other two videos have a faster frame rate and therefore perform better, as expected.

As to why your 4K video rendered at 23fps, do you think you might have been in PAL mode? That would have given you options for 24 and 25 fps, and 24 is actually 23.98 fps.

I wouldn't allow them to replace the gimbal -- doesn't seem to be a problem those repairs could help with, and it's odd that they'd even suggest that.

Ex Machina Posted at 2017-7-22 16:43
I'm going to go out on a limb here and guess that the problem is just that 23fps is too slow a frame rate to do much in the way of panning unless you are extremely slow, this is most evident in the tilt movements, but also in the stationary pans.

The other two videos have a faster frame rate and therefore perform better, as expected.

Thanks for the reply. That is what I thought too. It has nothing to do with the gimble. Let's see how will they give the quote next time.

fans8c46fea0 Posted at 2017-7-22 22:38
Thanks for the reply. That is what I thought too. It has nothing to do with the gimble. Let's see how will they give the quote next time.

Can you please provide us the ticket number and do you have other short videos? Because it will take few hours to download and then forward to our engineer for analysis.
Any short videos will he highly appreciated, thanks for your understanding.

DJI Mindy Posted at 2017-7-23 23:35
Can you please provide us the ticket number and do you have other short videos? Because it will take few hours to download and then forward to our engineer for analysis.
Any short videos will he highly appreciated, thanks for your understanding.

Hi. This is the CAS-786360-R2H4K7. I don't have a short video I am sorry. Maybe you can view it online instead of download it

fans8c46fea0 Posted at 2017-7-24 08:12
Hi. This is the CAS-786360-R2H4K7. I don't have a short video I am sorry. Maybe you can view it online instead of download it

Thanks, I've informed the repair center to look into this case, will have someone contact you soon, hope we can get it sorted out shortly. Appreciate your patience.

Update.
So I received a call from Dji 10 mins ago, they told me that the gimbal arm has something wrong with it and it has to be replaced.  They said the camera can not stay horizontally. I am not sure if this has something to do with my issue . I will replcace it and see what the new device will be.

fans8c46fea0 Posted at 2017-7-25 13:31
Update.
So I received a call from Dji 10 mins ago, they told me that the gimbal arm has something wrong with it and it has to be replaced.  They said the camera can not stay horizontally. I am not sure if this has something to do with my issue . I will replcace it and see what the new device will be.

Repair team will fix it and made flight test to make sure everything works fine, no worries and thanks for your understanding.

a1sssssssssssssssss

fans8c46fea0 Posted at 2017-8-3 15:54
a1sssssssssssssssss

The drone has been shipped out, please keep us updated if the problem persists.