Hello everyone!

This is my first time creating a post in this forum. Hopefully I did everything right, heh.

Anyway, I just wanted to share my recent experience and ask for feedback from other people on this. Recently, I bought an Avata 2 with the Goggles 3 and after a couple of flights, I noticed a dead pixel towards the top. I got in contact with DJI about it and they said sending it in for a repair/replacement would be best. So I did that, had to wait a while for shipping because of the storms in Texas, but eventually they got it, verified the issue, and sent a replacement.

Well, fast forward to now, I got my replacement but it's in worse condition than the one I sent in (clearly a return from someone else). It has several dead pixels, and a couple of them are much closer to the center of the screen than my last unit. I chatted with customer support for a bit, but they told me that I've "already used my exchange" and apologized. I tried explaining this a bit, and I also mentioned that I have oddly sensitive eyes (like, specks on my glasses cause me physical discomfort), and they said they'd escalate it to a senior manager.

After doing some research, I found out that having dead pixels (or "black spots", as DJI puts it) is a common issue with their micro-OLED screens. Had I known this, I probably would have just kept my original unit since it's single dead pixel (as far as I was aware) was much less noticable. Anyway, I'm currently waiting to hear back from the senior manager.

What do you guys think about this? Should I ask for another replacement? Ask for my old goggles back? Is getting my old goggles even possible? I've read some horror stories about people getting in perpetual cycles with replacing goggles over and over, and I really hope I'm not out for another few weeks before I'm able to fly my new Avata 2. I've always wanted an FPV drone and have been super excited to use it.

Thanks in advance for any feedback!

UPDATE: I ended up going with tryingetting my original goggles back. I'm currently waiting for them to arrive, but I don't anticipate there will be any more problems with it than what I had before.

UPDATE 2: Apparently they never actually had my original goggles, so they actually just sent the second set back again. This is extremely disappointing. I've filed a complaint with the BBB to see what can be done about this. I don't understand how they so easily find the problem with my first set of goggles (they didn't even ask for pictures!) but the second set, even with pictures, they're saying there is no problem. Why would I have sent them in if there weren't any problems? Very frustrating. I'm almost to the point where I can't recommend the goggles to other people.

Hi there,  we are sorry for any inconvenience. We'll communicate it to the team to further assist. At the same time, we'll make sure to keep an eye on it. Thanks for being patient.

I am also sending my device back because of a dead pixel on my Avata 3 display for live view in front of the user (not on the drone camera). I have been instructed to send everything that came with my order (batteries, bags, screws, charger, cables) back and have been given a shipping label. What do I do if I too am sent a refurbished model with a worse display and am told "this was your one return for you initial purchase" like this user was?

greycube Posted at 1-24 08:49
I am also sending my device back because of a dead pixel on my Avata 3 display for live view in front of the user (not on the drone camera). I have been instructed to send everything that came with my order (batteries, bags, screws, charger, cables) back and have been given a shipping label. What do I do if I too am sent a refurbished model with a worse display and am told "this was your one return for you initial purchase" like this user was?

Wait, are you having issues with the drone or the goggles? If you're having issues with the goggle's display (like I am), you should only need to send the goggles back. There is no reason to send the whole setup if it's an issue isolated to the goggles.

One way to check for sure is to only turn the goggles on, then watch the screen saver images that play for the next few minutes. Look for the black spots/dead pixels then. (Dead pixels do have a distinct appearance compared to debris or other issues with the drone camera, but it's harder to communicate that over a forum post.)

I'm only having issues with the goggles and they demanded I send everything in the order back all the way down to the screw kit and allen wrench.

I have one dead pixel left side when I am viewing the environment in front of me with the goggles - zero issues in flight

I have no idea why they need everything.

greycube Posted at 1-24 14:16
I'm only having issues with the goggles and they demanded I send everything in the order back all the way down to the screw kit and allen wrench.

I have one dead pixel left side when I am viewing the environment in front of me with the goggles - zero issues in flight

Hello greycube,

Thank you for reaching out and sharing your concerns.

To ensure that DJI can provide comprehensive and precision assessment and damage responsibility results for the product, it is recommended that you send back the components or complete set of products based on relevant tips on the Repair Service application page within 7 calendar days after submitting a repair application. The service may be postponed if some components are not sent back.

Thank you for your understanding and cooperation.

greycube Posted at 1-24 14:16
I'm only having issues with the goggles and they demanded I send everything in the order back all the way down to the screw kit and allen wrench.

I have one dead pixel left side when I am viewing the environment in front of me with the goggles - zero issues in flight

I remember when I made a repair request, I saw the website list out everything I owned. But this didn't make sense to me, and my dev intuition told me this was probably just a default recommendation based on how I interacted with the site. So I got in touch with a customer service representative, went over my situation with them (all the way to the website telling me to send everything), and they agreed I just needed to send the goggles back.

> they demanded I send everything

Who did? The website, or a customer service representative? If it was an actual person telling you this, you should probably push back, because that doesn't make any sense and it puts your perfectly good components at risk. Turn on your goggles (and *only* your goggles), take a picture/video of the dead pixel as best as you can, then talk to a representative, sending the picture if they don't believe it's just a problem with the goggles (and explain your goggles were the only thing turned on).