bobjonesx
lvl.2
United States
Offline
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Hello Susan,
Thanks for the response.
Good(ish) news: thanks to several phone calls to Tech Support, I was able to find a solution. It appears that DJI Go 4 app fails to update properly firmware. It signals that all is in order, but when using Assistant 2, the latter finds errors in the state of firmware that Go 4 could not.
When using As2, I received this message: Firmware incompatibility detected between some modules and current device. Update your firmware? Confirm/Cancel
Doing the update cured the problem, although it sent me back to v01.04.0000. After I restarted the drone, I then used As2 to update to v01.04.0300.
So, things appeared to be ok on a flight yesterday, but I need to test again tomorrow.
That said, allow me to repeat the message I sent to your Customer Survey in the final section requesting general comments:
"The written contact by your Tech Support was marred by broken, ungrammatical English making my understanding of what you requested rather difficult. Pair that with the lack of response to my emails responding to your emails. Calling in to your support telephone was better, a little, but marred by being repeatedly cut off by your agent when he put me on hold to contact other persons at DJI. Each of your agents promised to contact me within 15 minutes should we get cut off, but the only one to call me back took 4 hours to do so. Given that, I made two more calls to Support. Each time, I was forced to start over describing my problem -- apparently you do not create a support incident that includes all prior contact messages between the customer and your Tech Support. Not efficient, nor useful. Further evidence of the lack of chain of messages maintained by Support was an email sent me by Gabriel G on Mar 24, 7:42 CST which required of me original purchase invoice, activation email and such. Rather extraordinary!!! As this unit was one you sent me as replacement under DJI Care Refresh, so naturally I have no purchase receipt for THAT one. But apparently DJI discards all prior messages in support incidences and this explains Gabriel's rather clownish, clumsy request for information. Again, this is a replacement drone, sent to me no more than 3 weeks ago, and Gabriel asks me to review DJI's warranty policy.
Luckily, one of your tech support people alerted me to the fact that upgrading firmware via DJI Go 4 app is not as effective as doing so via Assistant 2. True that is, as Assistant2 uncovered a firmware error that Go 4 did not. Seems to me you need to spend more time debugging your software."
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I affirm that Tech Support agents seemed genuinely eager to help (including yourself). But your Tech Support infrastructure seems fully chaotic and disorganized. I suspect in the future I would be better off finding a third party repair service and pay them directly for quality work rather than receiving a replacement drone that was prepared in a faulty manner. That way, I won't have to continually prove that I exist, the drone legitimately exists, that it was activated, that I have a legitimate DJI Care Refresh contract, and that the drone I have directly comes from your repair shop.
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I am happy to hear any suggestions you have.
Michael |
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