tom Jun 5, 19:37 CST HI Kent, I have been in contact with Evelyn and it appears we are just going in circles and I am getting more angary every time I get an email. Please see below: I need somebody to get involved in this matter before I loose my patience.. Dear Customer, Thanks for getting back to us. First off all, we would like to extend our sincerest apologies for this whole experience and thank you for extending your patience for this matter. However Sorry that the manager doesn't handle customers' cases directly, however when necessary we do contact her for solution. They also need to offer solution based on the analysis result while obeying the warranty policy. For this case, I've contacted the manager for solutions and the 30% off discount is the best and final offer we can get in this case. The DJI Go app will record more data and more details in a flight than the remote controller. You can send your remote controller data to us and we are willing to look into it for you. But we have to make it clear that it might of no use. The data stored inside the remote controller will not be in order and it can not be one to one correspondence to the flight record data. Please let us know if you want to take the 30% off offer. Thanks. Have a nice day. Best regards, Evelyn DJI Tech Support ------------------- Original Message -------------------
Hi Evelyn, The Mavic does not require the DJI go4 app to fly and this is a problem in it self if the flight info is not stored in the remote. I wish to speak to a senior management. It is not my fault the data in the RC is not sufficient for data analysis, I did not program the unit. If DJI has manufactured the Mavic Pro to be able to fly with out the DJI go4 App but not record vital info in the remote this is a problem on DJI’s part and not the end user and the unit should be replaced immediately. The aircraft malfunctioned plain and simple as my 17 year old son was watching it and now there is no doubt here on my part, the question is why. If the data that is stored in the RC is encrypted it is up to DJI to figure out how it malfunctioned. I am on your side as far as wanting to find the aircraft for more extensive data analysis and plan to use the replacement drone to help scan the area between the last coordinates in the app and the last distance on the remote. Iven if the remote does not record GPM location with out the app does it not record any other info such as distance, height etc.? If this was a $100-$200 dollar toy as my first drone I learned to fly was I would not be so frustrated. DJI Mavic is a very expensive technological unit with advance technology that DJI seems to not stand behind. I am not one for stirring up trouble and bringing attention with the FCC but if DJI does not stand behind their product and figure out why this occurred the FCC will need to get involved because it imposes danger and risk to people and property. I am also going to start a post on the forms as other pilots need to know if this incident and how DJI does not stand behind their products. My aircraft fell from the sky when the remote disconnedeted with no piolet error and this is what I intend to push to the FCC if DJI does not do something. It is up to DJI to find out why and how this malfunction occurred and if DJI can not prove there was no malfunction then in good faith a replacement unit should have been shipped out immediately. Since DJI did not find any conclusive information to explain the detail of the incident a replacement unit should have been sent, a 75-80% discount should have been offered at the least, it is a slap in the face to have been offered 30% discount when no pilot error has taken place and unit is still under warranty and on top of that DJI refresh was purchased. Again I wish to speak to upper management and wish to have all info from the RC explained and given. I want to know what the final distance / height recorded in the remote and any other info that may be vital. Thank you Tom From: DJI Support_US
Sent: Sunday, June 3, 2018 4:07 AM
To: tom
Subject: RE: CAS-1820959-Y4G4N6 CRM:0430000007137 Dear Customer, Thanks for getting back to us. It is not available for us to get any further coordinates of the aircraft when the flight record already ended. The 35.2871139 -117.8005378 is the last recorded coordinate of the aircraft in the app but not the final location of the aircraft. The remote controller data is not sufficient for the data analysis. We really want to figure out why the aircraft didn’t return to home. Because if it’s pilot error, we want to give advice to the customers and also if it’s not, we want to improve our products. However for this case, the cause was not recorded. The aircraft showed no signs of a manufacturing defect or malfunction. Since we did not find any conclusive information to explain the detail of the incident, a 30% discount was offered. We are sorry about the frustrating experience you have had. We assure you we do not deliver this result lightly. We carefully examined your case, and are confident the data assessment is accurate. We have offered you the 30% discount, as a sincere gesture of our apology. You are not obligated to re-order the lost product, but if you choose to do so, we are here to help. For the DJI Care Refresh, sorry that it doesn't cover this case. But if you would like to purchase an new aircraft, when the new aircraft arrives in, you can send an email to djicare@dji.com who can help to transfer DJI care refresh. Below are required from them: Serial number of the new aircraft and gimbal Serial number of the original aircraft and gimbal DJI care refresh agreement number Again, we apologize for your loss. Best Regards, Evelyn DJI Tech Support ------------------- Original Message -------------------
From: Tom
Received: 2018/5/31 13:59
To: DJI Support_US
Subject: RE: CAS-1820959-Y4G4N6 CRM:0430000007027 Hi Evelyn, I do not accept this explanation, you have told me nothing more here than what I explained in my initial report. The coordinate 35.2871139 -117.8005378 is exactly where my app crashed so of course the drone is not in that area. Did any body actually read my report, I told you I flew straight after the app crashed and at 2200+ feet the remote disconnected!!!!!! This is the coordinates I need in order to recover this drone properly for analysis! I am super frustrated, why did the drone not RTH when the remote disconnect and fall like a brick instead? This has nothing to do with the piolet but a fault in the software or hardware of the drone. The coordinates you gave me of 35.2740678,-117.8007320 is the take point (RTH). Does your datea analysis show that the home point was recorded? It does on my flight record when I checked it so why did the drone not (RTH) – because it fell straight down out of the sky!!!!! If you actually look at a map of where I was flying, it is vast open area not populated. Almost no body goes in that area so no body will find my drone and call my phone # I placed on it. Of course there was no sign of abnormality because at the last coordinates you gave me the remote was still connected and functionable, only the app crashed!!! My kids always follow my flights with binoculars if I fly more than 3000 feet away in this area due to the back ground making it hard to see the drone against the desert hills. My son told me they saw the drone drop from the sky, now I am starting to believe that it malfunctioned as I saw in another reports. Is this what DJI products are coming to, we all have to worry about them just falling and DJI just brushing it off with no real explanation? My brother has a Mavic and so do a few friends, all are awaiting my outcome and too un easy to fly afraid theirs might fall also and hurt somebody or damage somebodies property! well our mavic fell into the ocean with 40% battery left un able to retrieve the drone nothing came good out of it... really not happy with DJI they only offered us 30% discount that only last for a month that we have to use on their website to purchase a new drone which we have to pay for.. as they couldn't prove how this happened... really not a happy customer never buying one again This seems to be a serious problem! What is the point of having a warranty and what is the point of paying extra for DJI refresh? What is the last coordinate from the data pulled from the remote? What is the battery % data pulled from the remote? Was the remote data analyzed???? I am thinking not! Thank you Tom From: DJI Support_US
Sent: Wednesday, May 30, 2018 8:48 PM
To: tom
Subject: CAS-1820959-Y4G4N6 CRM:0430000007027 Dear Customer, Thanks for your patience. For your case CAS-1820959-Y4G4N6, we have finished the data analysis, and the result is as follows: 1. The GPS signal was fine and the aircraft worked under Sport mode. 2. T=10:56, h=11.9 m, d=1447.4 m, the aircraft flew forward after the pilot pushed up the elevator stick, then the app record ended. 3. The takeoff coordinate 35.2740678 -117.8007320; the last coordinate 35.2871139 -117.8005378. The record ended without any sign of abnormality, so we could not verify what happened afterward. We truly appreciate your support for DJI. If you could not recover the product and would like to purchase a new one, we can offer you a 30% off coupon for a new aircraft (without the remote controller and battery charger): If you would like to accept the offer, please reply to my email with the contents as “I accept the offer”. And may I know when you place the order, do you want to have the aircraft shipped to the United States? Should you have more questions about the result of the data analysis, please reply to this email directly within 15 calendar days. Then we will contact you via email in 2-3 working days. Best regards, Evelyn DJI Tech Support This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. 此电子邮件及附件所包含内容具有机密性,且仅限于接收人使用。未经允许,禁止第三人阅读、复制或传播该电子邮件中的任何信息。如果您不属于以上电子邮件的目标接收者,请您立即通知发送人并删除原电子邮件及其相关的附件。 |