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I lost my Spark 1 week ago :-(
908 30 2017-7-28 16:35:45
todoweb
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France
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Back in France, I lost my Spark. He surely wanted to return to the USA :-(

100 meters of altitude, descent to land, loss of GPS connection and loss of connection with the radio control. DJI analyzes the data, I'm afraid of the answer.

If they find a defect, do you know if they refund without DJI care?







2017-7-28 16:35:45
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DJI Thor
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Sorry to hear about your case. Please wait for the result of the data analysis, if it's malfunction, we will compensate your drone according to After-Sales Policy. If you had purchased DJI Care Refresh, you can contact us to transfer it if you got a new Spark.
BTW, the pictures are great.
2017-7-28 20:22:44
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fans6c4002e6
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Love those last two photos!
2017-7-28 23:09:10
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todoweb
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France
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DJI Thor Posted at 2017-7-28 20:22
Sorry to hear about your case. Please wait for the result of the data analysis, if it's malfunction, we will compensate your drone according to After-Sales Policy. If you had purchased DJI Care Refresh, you can contact us to transfer it if you got a new Spark.
BTW, the pictures are great.


If DJI compensates me for the drone, is it by reimbursing or sending a drone?

It is to know if I can buy one, because I leave on a trip in 1 week and whatever the problem analysis, I need a new one.
2017-7-29 01:04:40
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hallmark007
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todoweb Posted at 2017-7-29 01:04
If DJI compensates me for the drone, is it by reimbursing or sending a drone?

It is to know if I can buy one, because I leave on a trip in 1 week and whatever the problem analysis, I need a new one.

You can buy direct from dji, shipping 1 day.

Can you post your log, if you go to link below upload log and then come back here and post the link.

http://www.phantomhelp.com/LogViewer/Upload/
2017-7-29 02:11:38
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todoweb
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hallmark007 Posted at 2017-7-29 02:11
You can buy direct from dji, shipping 1 day.

Can you post your log, if you go to link below upload log and then come back here and post the link.



http://www.phantomhelp.com/LogViewer/ZD5FYWQK7IVIJSEYGMMK/

2017-7-29 04:38:11
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todoweb
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todoweb Posted at 2017-7-29 04:38
http://www.phantomhelp.com/LogViewer/ZD5FYWQK7IVIJSEYGMMK/

Last Line

10m 58.3s        ATTI        16satellites        530.8ft        0ft        8.7mph        311.0ft        18%        10.754V        3.585V        3.585V        3.585V        0V        Yaw Error

What yan error ?
2017-7-29 04:44:50
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hallmark007
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todoweb Posted at 2017-7-29 04:44
Last Line

10m 58.3s        ATTI        16satellites        530.8ft        0ft        8.7mph        311.0ft        18%        10.754V        3.585V        3.585V        3.585V        0V        Yaw Error


You took off you were at 3 ft , you were getting warnings of compass interference, you most likely picked this up on the ground, you should have landed moved to another location,

Yes you did have gps, but with bad compass gps cannot manage to keep aircraft on correct heading so aircraft goes to Atti mode, Atti mode can be difficult but with bad compass very difficult.

I don't know dji will handle this, but it very much looks like pilot error, you did have warnings and options.

I hope your back flying soon and I'm wrong about dji offering you warranty. I will leave you a link below that might help you avoid this happening in the future. Good luck.
BTW very nice photos..



https://forum.dji.com/forum.php? ... &fromuid=260008
2017-7-29 04:59:07
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STech - Hathder
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Brazil
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todoweb Posted at 2017-7-29 04:44
Last Line

10m 58.3s        ATTI        16satellites        530.8ft        0ft        8.7mph        311.0ft        18%        10.754V        3.585V        3.585V        3.585V        0V        Yaw Error

" A yaw rotation is a movement around the yaw axis of a rigid body that changes the direction it is pointing, to the left or right of its direction of motion. "

Its a error caused by a compass interference , that makes aircraft dont know the correct yaw position on axis , leading to serious position problems when flying.
2017-7-29 05:05:23
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STech - Hathder
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Analising your Flight LOG , you take off when your drone are warning you that are compass interference:

DJI App Warning times: 0.4s - 4.4s - 6.2s - 8.9s - 10.9s - 17.6s - 19.4s

" Avertissement:[compass]magnetic interfered (En vol) please switch to atti mode if craft behave abnormally (En cours d'utilisation); Other (9)"

You keep trying to take off many times on the same place, even with the app keep making warnings due to compass problems, and you decided to force take off on that place even knowing the problem.

After force the take off,  when you are flying, you keep receiving compass related problem warnings ( yaw error, compass error at 46.6s - 2min33s - 2min39s - 2min40s - 10min26s), and keep flying like its normal and has no problems pushing aircraft to 1200 feets altitude and 1000 feets distance, even when the app warning you numerous times thats something wrong with compass.

until.. Your drone loses GPS and loses wifi signal

Really looks like its a BIG user error.


Sorry for your lost =/
2017-7-29 05:29:59
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todoweb
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STech - Hathder Posted at 2017-7-29 05:29
Analising your Flight LOG , you take off when your drone are warning you that are compass interference:

DJI App Warning times: 0.4s - 4.4s - 6.2s - 8.9s - 10.9s - 17.6s - 19.4s

Ok, but how is it that the drone has disconnected from the radio control, while there remained 18% battery. Precisely I was in the process of bringing it down as a result of the alerts?

After the loss of connection, I still heard the engines in the sky, but impossible to spot it because it was in the sun.
2017-7-29 05:38:55
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STech - Hathder
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Man, you receive warnings at:  0.4s - 4.4s - 6.2s - 8.9s - 10.9s - 17.6s - 19.4s - 46.6s - 2 min33s - 2min39s - 2min40s - 10min26s

and just decide to come back and land after 10 MINUTES  of warnings and wheird-bad aircraft behaviour?

Maybe the loss of signal happens after your drone  dont know where it is and go too far in the wrong direction that lost signal, or due to system crash after so many problems on IMU-Compass - could have a infinite causes - the fact is whe never know why he lost wifi signal, but the previous scene are really not positive and its very clear why.

I am just talking about what i see on flight log, i dont work for DJI to be "against" you.
2017-7-29 05:59:34
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STech - Hathder
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Its just a theory, but strong magnetic interference places could cause wifi interference and loss of signal too, not just compass problems, its a possibility that when you are returning the drone to place you are ( 100% sure that its a strong interference place) your drone controller connection may have interference and lose sinal.

And if you look at your LOG, you dont receive just compass erros, but others types of errors ( yaw error, (9)error, and others)

Maybe its all about the place you flyed and took off.
2017-7-29 06:17:58
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hallmark007
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todoweb Posted at 2017-7-29 05:38
Ok, but how is it that the drone has disconnected from the radio control, while there remained 18% battery. Precisely I was in the process of bringing it down as a result of the alerts?

After the loss of connection, I still heard the engines in the sky, but impossible to spot it because it was in the sun.

Your log doesn't show what happened at 18% battery, it doesn't show radio disconnect, that's jus where the log ended.

You were first pushing throttle up at 100% bringing your aircraft up to a height of 1300 feet , this is why you couldn't see it, you then tried to bring it down and at 500 ft log ended, either your AC landed fell out of the sky ,
2017-7-29 06:46:14
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DJI Diana
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todoweb Posted at 2017-7-29 01:04
If DJI compensates me for the drone, is it by reimbursing or sending a drone?

It is to know if I can buy one, because I leave on a trip in 1 week and whatever the problem analysis, I need a new one.

What is your case number? I'll do my best to escalate it for you.
2017-7-29 19:46:09
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todoweb
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I understand the problems you explain to me. I did not understand the alarms which are in English and in addition the instructions of use of the purchase in English. I had drones, but this is my first DJI.

I do not understand that there is no wifi disconnection alarm because I had one on the screen of the smartphone. The drone to keep flying on our heads for 2 or 3 minutes. Impossible to see it with the sun in the eyes.

Above all, I want to understand, because the whole thing went very well. It's only at landing. In addition, I will take another one, because I am a professional photographer and I need to make the shots. This size is perfect for what I do. But I do not want to have another incident.

Thanks to all of you for your help

@Dji Diana, by PM. thank you.
2017-7-30 07:11:48
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DJI Thor
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todoweb Posted at 2017-7-29 01:04
If DJI compensates me for the drone, is it by reimbursing or sending a drone?

It is to know if I can buy one, because I leave on a trip in 1 week and whatever the problem analysis, I need a new one.

Could you please provide me with your case number or ticket number so I can check for you?
We will compensate the drone either in coupon or to send the drone directly.
2017-7-30 19:41:30
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todoweb
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DJI Thor Posted at 2017-7-30 19:41
Could you please provide me with your case number or ticket number so I can check for you?
We will compensate the drone either in coupon or to send the drone directly.

DJI Thor, by PM and Thank you for the Help.
Not easy in English
2017-7-31 00:02:26
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todoweb
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I got news from DJI! I am asking you to send the drone that I lost ... this is at the origin of a technical incident or misunderstanding. I am depressed
2017-8-1 06:29:23
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todoweb
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France
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I'm going on a trip, I'll order another drone, I'll see.
2017-8-1 06:31:55
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todoweb
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todoweb Posted at 2017-8-1 06:31
I'm going on a trip, I'll order another drone, I'll see.

Bravo DJI, after some problems of exchanges by mail, following the loss of my drone, DJI offer me a 100% coupon! I am relieved. !

:-)
3 days ago
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Onomarn
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So did you lose your drone or did you have your drone to send back? If you lost your done and got a new drone for free that would be a huge change in DJI's normal line of 30% off coupons. Post your email?
3 days ago
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HomePoint
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Wow, that was unexpected to be honest from reading what others said.  Obviously DJI saw faults in the data that resembled manufacturing fault.  Congrats.
3 days ago
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todoweb
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Onomarn Posted at 2017-8-13 08:39
So did you lose your drone or did you have your drone to send back? If you lost your done and got a new drone for free that would be a huge change in DJI's normal line of 30% off coupons. Post your email?

I'll put the mail when I get the drone. To know that I had 2 incidents with the drone. 1 where I was blessed, another where I lost it.

In any case, thanks DJI
3 days ago
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Bobesh
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Sorry to hear about lost Spark. Hopefully it will be all resolved and you will get a new one, because last photo is absolutely mesmerizing!
3 days ago
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Oracle Miata
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DJI's policy is unorthodox to say the least.  This one seemed like pilot error and yet...  Congrats on your replacement and fantastic photos.
3 days ago
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Adomolis
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Congrats on getting this settled but please read the warnings next time on your screen
Anyway thats a +1 for DJI support.
3 days ago
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Ken-Rick
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Sorry for your loss.Congrats on your replacement > DJI NR 1
These pictures are stunning !! adding you as a friend :)
3 days ago
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Moooorin17
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France
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I'm in the same situation as you, what have made after your loss ? Just sending the data log to the Dji support ? I send a mail where i explain my case but i explained it in french, may i have to explain it in english ?
18 hours ago
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DJI Diana
Moderator
China
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todoweb Posted at 2017-8-13 08:16
Bravo DJI, after some problems of exchanges by mail, following the loss of my drone, DJI offer me a 100% coupon! I am relieved. !

:-)

Glad to hear that, hope you can get the replacement soon.
18 hours ago
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DJI Diana
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China
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Moooorin17 Posted at 2017-8-16 00:58
I'm in the same situation as you, what have made after your loss ? Just sending the data log to the Dji support ? I send a mail where i explain my case but i explained it in french, may i have to explain it in english ?

It will be better if you explain it in English, do you have a case number from DJI? If you could provide me with it, I'd like to check it for you.
18 hours ago
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