djiuser_DtYC2tE
lvl.1
Flight distance : 277520 ft
United States
Offline
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DJI, why do you treat your customers so poorly? Why when there is well documented evidence of a drone failure do you fight tooth and nail against your customers? Why can you not accept that some failures will happen, and work swiftly to keep your customers happy?
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I've recently been through the DJI runaround. So let me explain what happened.
Day 1 - crash -
- I contact DJI via chat. Chat requires me to submit email with various logs and serial numbers to DJI.
- I send the email. Receive auto email saying to expect a response within 1-2 business days.
Day 3 -
- no response yet from DJI. I call the customer service number. They explain that I should expect a repsopnse in 5-7 business days.
- I also send a status inquiry on the email.
Day 4 -
- receive a response from DJI, with very little information, and an offer for 30% off a new drone.
- I am not pleased with this offer, I call the support line - i want to argue my case to a supervisor. I have to wait for a supervisor to call me back.
- Supervisor calls me back a few hours later - is very helpful requests that data analysis rereview the case.
- I also respond to email requesting rereview
Day 8 -
- response from data analysis once again claiming pilot error.
- Create this post on the forums
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Crash info:
http://www.phantomhelp.com/LogViewer/UK4PRDCBPVYFP2X2BSLU/
Powered on remote, powered on mavic, both at 100% battery. Waited for satellite fix, waited for home point set. Checked diagnostic screen no calibration errors. Manually launched the mavic by pushing control sticks down and in. Raised the mavic up about 15 feet, then sent it sent it out over water. It traveled about 60 feet then I witnessed the Mavic flip 90 degrees over on its left side and crash into the water. The Mavic was gone, I looked at the RC and it said "Connecting" I was unable to retrieve the Mavic.
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DJI is claiming this is pilot error. But why? Why did the unit disconnect? Why did it flip on its left side? How did pilot error cause these things?
Once again, I request that a new unit be provided to me free of charge, and my existing DJI refresh be transfered to the new unit. This unit was only 3 weeks old and failed catostophically. The unit was too close to me to disconnect, I had great satellite fix, it did not slowly drift into the water due to sensor failures. It spectacuraly and instantly fell from the sky and into the water.
So please DJI, do the right thing! Give my case an honest look, don't claim pilot error, when there is no evidence of pilot error. The unit failed 9 seconds into flight. Please just do the right thing!
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