Hi, A week ago, I was flying my DJI Spark behind my house 83m up when out of nowhere it crashed into the lake behind my house. The power seemed to just cut by itself and on my remote all I saw was image transmission not avaliable. I have tried to upload my DJI Spark flight records per directed by DJI Support Assistant Calvin Chow and it shows a cloud logo on the app and that sync is complete for all my flight records. But I just received another email a week later that you guys were not able to access the records despite it being synced? Surely you could have notified me earlier and I think it is definitely uploaded by the way since it says sync complete on my iphone. Why am I not being given the option to send my Spark in for inspection??? Thanks, Mark

Can you please provide the flight log of your fell of sky Spark on phantom help site?

Just click link below and follow instructions.


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

This also happened to me. Has dji resolved it yet. If so how?

Sorry to hear about this, Mark. Could you tell us your case or ticket number, we would help to check.
If we could not access the flight records, please try to export the flight record as well as the flight data via DJI Assistant 2 on the computer for us:
And you can send your drone back by filling the blank on the online repair website: https://repair.dji.com/en/SelfRepair/Area …
We will do our best to help this out. Thank you.

DJI Thor Posted at 2017-7-30 00:38
Sorry to hear about this, Mark. Could you tell us your case or ticket number, we would help to check.
If we could not access the flight records, please try to export the flight record as well as the flight data via DJI Assistant 2 on the computer for us: https://www.youtube.com/watch?v=ngEHdAlAh9A&t=34s&index=4&list=PL8-vxWY64sBNIrePb_pR6Rd2Cp8GaKa_i
And you can send your drone back by filling the blank on the online repair website: https://repair.dji.com/en/SelfRepair/Area …

Hi DJI Thor,

My case number is CAS-823620-C1G5P0. And the lady who just emailed me back said this, which is grossly insufficient,

"Thanks for your patience.

For your claimed case CAS-823620-C1G5P0, we have already finished the analysis, and the result is as follows:

1. The GPS signal was weak when the aircraft took off, and the home point was recorded at T=01:19, the aircraft worked in OPTI or GPS mode, and responded to RC command perfectly;
2. T=02:27, H=83 m, D=2.9 m, battery power 84%, the aircraft was hovering, the attitude angle was normal, then the flight records was interrupted.
3. The subsequent flight situation was unknown, which could not determine the cause of the accident.

With the record ended without any sign of abnormality, we could not verify what happened afterwards."

They subsequently offered me this 30% discount which is grossly insufficient and a piecemeal attempt to brush the problem under the carpet.

"If you have already recovered the aircraft, and the aircraft can be powered on, you can also send the aircraft back for further analysis.

As the earlier flight controller data will be overwritten when the space is full. Please export the flight controller data and black box data as soon as possible when the issue occurs. Do not power on the aircraft repeatedly. Otherwise, the flight controller data of this aircraft will be overwritten.

If the aircraft was already could not be on, we could especially applied for a 30% off coupon for aircraft without charger and remote:
http://store.dji.com/product/spark"

I have managed to retrieve my Spark and am happy to send it back for analysis (it now turns on following drying) as I do not think any drone should fall out of the sky, this problem should be resolved rather than a DJI personnel simply sweeping it aside and it was incredibly dangerous that mine fell from 83m up. Thankfully it landed in a water body rather than on someones head which could have been fatal.

I just spoke with a DJI assistant on the phone by calling your UK hotline and he mentioned to me that my case number CAS-823620-C1G5P0 has been closed by DJI which is infuriating as it confirms to me that DJI is indeed trying to brush the problem aside. I would like to find out the reason as well as get warranty and support on my Spark. Wendell the customer support assistant had to create a new case just to reopen the problem since DJI closed the case before resolving it. So the new current case number that Wendell created is CAS-851959-H2K9W4

I appreciate your help in this matter.

fansd5eab66b Posted at 2017-8-1 01:39
Hi DJI Thor,

My case number is CAS-823620-C1G5P0. And the lady who just emailed me back said this, which is grossly insufficient,

Also the online repair website: https://repair.dji.com/en/SelfRepair/Area does not work for Singapore where I am based to send the drone back, so DJI needs to email me the label to send the drone back to you.