idoc
lvl.2
Flight distance : 8104 ft
United Kingdom
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DJI Susan Posted at 2018-8-3 22:36
I understand your point, but guessing will not help solve this. Actually, DJI has launched a series of posts to help pilots learn the data analysis, you may find the tutorials here: https://forum.dji.com/thread-114810-1-1.html
idoc, the data analysis requires the flight records and flight logs, that's the reason why we contacted you to make sure everything can be verified from data. The management will keep following up your case during the working time. Thanks for your time.
Susan,
Thanks for the clarification, In this case, however, the harm you're causing is only to your own company, and continuing, in the same way, will only cause grow in frustration. As I explained before -
1. Initially, your team (the one that requires data) made a conclusion without data. My flight records were not synced at all, not even from since I purchased the drone. If they are so focused on data, how did they let themselves make a conclusion without it?
2. When I challenged them - it was only then when they went '\realized', we don't have the data' and asked me to sync it. I would have believed that on other occasions, but given the way I've been spoken to and treated, it's hard.
How do you expect customers now to trust your claim that was required? Clearly, your team didn't really care in this case, and since they have nothing personally against me, I would assume this is not a unique case.
3. Data is not only what's on your drone. Its also quantitive and qualitative customer feedback. And data could be wrong, too. It's not always 100%, and your drones - as any combination of hardware and software and the world, are not and probably never will be 100% bug-free. As a result, the mechanism that collects the data could produce incorrect data, too.
Don't believe me? Consider the NFZ issue. The drone has a mechanism that picks up whether it is in NFZ. In this particular case, you may argue that it was due to a weak signal. I would argue that the signal was great - I had my phone, my partner's phone and an iPad with me and using apps that require GPS all day long (if you're curious the app is called Fatmaps)
The drone's mechanism was bad signal tolerant, which resulted with incorrect data - data that allows the drone to take off.
You should appreciate that customers contact and tell you what's going on, and accept that sometimes it could be something you did not notice.
4. Again - the NFZ issue is one issue - and I believe your drone should not take off when it's in NFZ, rather than realize mid-air that it is and cause trouble. It's not just up to the customer.
5. The Crash is another issue - in this case, the drone was not following the controller's commands. I'm sure you; 're not saying that if it's an NFZ, the pilot should expect your drones to move forward when the controller says to move down. If you are - let us know drone the controller is irrelevant.
6. The gimbal issue - well, since you're so focused on data - there is no evidence that the gimbal was broken in the crash, and in fact, the evidence shows that the gimbal was still working after the flight. In your own colleagues' words - unless you can provide evidence that directly links the gimbal with the crash, as far as I concern the gimbal was broken without external interference.
7. In addition, there is also evidence that the Mavic pro I have was not produced to the highest quality - the charger I sent through is disintegrating. The USB sockets have fallen off as you may notice. I'm sure you won't be claiming that the charger was in NFZ so that's why, and obviously it didn't fly, too.
Why would the USB sockets disintegrate, and if it's low quality, perhaps the gimbal is, too.
Lastly, there is the element of the bad customer support experience. Again, I don't remember your terms and conditions stating people would be yelling at me, disconnecting phone calls, never return calls, provide me with the wrong information on multiple occasions, and refused to help in any way. Regardless of whether I am wrong or right about my points above, this surely should be taken into account and result in DJI finding a way to make up for the experience.
Let's hope my points are not ignored this time - again, the harm you are causing is also to your own company by doing so - since I'm sure each and every customer on this forum would like to know that in return for the expensive price those drones cost, DJI would take any of their comments, complaints or quetions very seriously.
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