Ste09
lvl.1
Flight distance : 97395 ft
Italy
Offline
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Hi everyone,
I want to share with you my recent experience with DJI support. I bought a new Mavic PRO from DJI online store back in April but due to bad weather i had few occasions to fly the drone. After a couple small flights it became clear that something was not working properly, the drone kept reporting a cryptic "Navigation System Error: Check Redundancy State" error and persistently refused to let me start the engines. Tried any possible combination of compass/IMU calibration, firmware update, reset, pairing, dark rituals, nothing worked
Being a forum reader for some time, at that point all my fears materialized and i thought "ok, i'm done. i've red enough posts about people complaining about DJI support, stories of peoples sending in equipments for a simple repair and receiving back weird FrankenDrones directly from hell, or in some situations nothing at all". Still, I had no choiche but to proceed.
I contacted DJI support, twice. The first attempt was not the best, but let's forget about it. In my second chat, I found a really competent support guy that not only tried to tame my fears but patiently guided me through the online request for repair (and since i was scared as s**t it took some time).
I received the prepaid sticker and sent the drone to the Netherland repair center and after the exact maximum time, i received my drone back, fully repaired and with no additional damage (just tried it for a couple flights)
I don't think i've been lucky, it's just that other people posting here have been let's say "unfortunate". It took more or less two weeks but every step in the process was clearly timed and explained. They told me they had to replace the faulty GPS module under warranty and they did it.
What i'm trying to point out with this post, is that sometimes it would be nice to read something positive and not only rants. I refuse to think that every single person out there had a horrible experience with support
To the whole DJI support team and forum moderatos I send my thanks.
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