crafchyk
lvl.2
Flight distance : 272195 ft
United States
Offline
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Hi all!
Thought I would update on how this turned out. Here is part of my conversation with DJI tech support,
DJI:
For your claimed case XXX-XXXXXX-XXX, we have already finished the analysis, and the result is as follows:
1. The aircraft worked in GPS mode, and responded to the pilot's command well;
2. At flight time 01'08'', H=35.3 m, D=45.9 m, the flight record ended. The last point: 41.6794755 -87.8634244.
With the record ended without any sign of abnormality, we could not verify what happened afterwards.
We truly appreciate your support for DJI. If you could not recover the product and consider to purchase another aircraft,
we can try to especially apply for a 30% off coupon for aircraft without charger and remote.
ME:
I appreciate your help and time. I do agree that the aircraft responded correctly while it had connection. The abnormality of flight record ending is it ended mid air and never reconnected, unless DJI considers this to be perfectly normal and acceptable occurrence.
One of the big selling points on your product is "return to home" option when something like "connection lost" occurs.
This is where the drone failed me. It never returned to home point which was set at time of take off. A friend of mine is already paranoid to fly his drone after I informed him what has happened to mine. Also, not to mention the 60GB
memory card loaded with personal footage in the drone. Is there any chance you can reconsider a better offer? It just hurts to lose $1000 piece of equipment do to software failure and having to spend another $585 three months later.
DJI:
Thanks for getting back to us and sorry for the late reply caused by traditional Chinese New Year holiday.
We really want to figure out why the aircraft didn’t return to home. Because if it’s pilot error, we want to give advice to the customers and also if it’s not, we want to improve our products.
However for this case, the cause was not recorded.
The aircraft showed no signs of a manufacturing defect or malfunction. Since we did not find any conclusive information to explain the detail of the incident, a 30% discount was offered. If we could help to get higher discount, there is no reason why I don’t do that for you. For this case, 30% off for Mavic Pro without charger and remote is already the best offer for you based on the analysis result while obeying the warranty policy.
We are sorry about the frustrating experience you have had. We assure you we do not deliver this result lightly. We carefully examined your case, and are confident the data assessment is accurate.
We have offered you the 30% discount, as a sincere gesture of our apology. You are not obligated to re-order the lost product, but if you choose to do so, we are here to help.
For the SD card, we feel sorry for your loss. If it was purchased from our official online store, please kindly offer us the proof invoice or related order number, then we can try to see if we can especially add this to the 30% off coupon code for you as well.
Again, we apologize for your loss.
Any thoughts on this? |
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