R_Adams
lvl.2
Flight distance : 9144 ft
Canada
Offline
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Battery Issue Update
I have filed a support request with DJI and they have responded. While they are sorry I have had an unsatisfactory experience, they will not help me because my failed batteries are out of warranty. Here is the response from DJI;
“Jhenirose (Support)
May 3, 07:38 CST
Hi Richard,
Good day.
Thank you for reaching DJI Technical Support.
We are very sorry for the experience that caused you on this. This is not the right experience that we want to provide to our customers. We will do our best to assist you.
We do appreciate your effort in having the troubleshooting steps conducted in your battery however we do apologize for the inconvenience; the information provided indicates that the batteries are outside of the warranty period (6 months).
Because of the structure of battery, it cannot be repaired. If it is out of warranty and indeed dead, we will just replace it with a new one by charging you as the price of a new battery. If so, we don't suggest you send them back. You can buy a new battery from an authorized DJI dealer or the DJI Online Store.
Thank you for your kind understanding.
You will receive an email survey two days after this email if not responded.
If you happen to be away and won’t be able to answer this email timely, please disregard the survey and reply to us directly.
Best regards,
Jhenirose”
I will affirm that I understood that the batteries were purchased beyond the six-month warranty period, but they were used for less than four months before stored for the winter. I have demonstrated that they have only been cycled 10 and 13 times and therefore I had hoped that DJI would wonder why their product failed after so little use. This is not the case and they have reinforced their warranty limitations.
So what did I do wrong? The manual that ships with new batteries states;
“Usage – Visit http://www.dji.com to learn more about how to use this product.”
I have been to this site and there is very little information about Mavic Pro batteries beyond how to place them into the charging hub or charger. There is a video on “Safety tips-Intelligent Battery Use and Maintenance”, however it fails as evidenced by this screenshot;
Screenshot
I am probably not the only person that does not fly their UAS in the winter and have batteries that are stored for four or more months. I checked the FAQ-Frequently Asked Questions for answers on long-term storage of Mavic Pro batteries and there are none.
So what have I learned from this experience?
1. Do not own more batteries than you need to fly between charging opportunities.
2. Fly warrantied batteries before batteries out of warranty.
3. The next time I charge a battery that has been stored for a long time; I will try charging it incrementally. By this I mean, I will charge the battery in stages, unplugging/resting it after the second and third light, before fully charging to the fourth light. This is based on the anecdotal evidence that the two failed batteries were left in the gang charger until complete and my remaining, functioning battery was charged incrementally.
4. To answer my original question, I don’t believe that I did anything wrong. Certainly based on the available information on the DJI website.
Thank you to everyone that tried to help me with this issue, I appreciate the time taken to respond with ideas and suggestions.
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