My Inspire 2 flew un-commanded into a building wall and flight controls did not function to allow maneuvering.  UAS was approx. 30 ft. from the ground and I was in close proximity with a clear LoS, in P mode and obstacle avoidance enabled.  As the UAS was advancing towards the building, I made several attempts to pull back along the vertical axis of the pitch control, but the aircraft did not respond to my inputs.  The UAS continued to advance forward until making contact with the building and ended up falling on my new vehicle before coming to rest on the ground.  I was able to complete the mission without incident using another UAS.  

I sent the aircraft in for repairs and requested an analysis to determine why the aircraft flight controls were completely disabled towards the final 5+ seconds of flight while showing 100% controller signal.  DJI responded by stating that I'm not under warranty and they would not even perform an analysis that I requested because I'm outside the 12 month warranty period.  This was repeated to me several times and they would not even perform an analysis if I paid for one.  I just wanted Inspire 2 owners to be aware of this because it appears that DJI takes flight safety pretty lightly.  

Dave

-------------------------------------------------------------------------------------------------------------------------------------------

Ram （Support）
10月18日 03:38 CST
Hi David,

Thanks for the reply.

We fully understand your feelings and rest assured that this issue will not be overlooked and it will be communicated with our DJI team.

However, all electronic products currently on the market have a warranty period. And once that period ends, the manufacturers’ responsibility to provide warranty repairs is over. We still provide services for products out of warranty and will charge an appropriate repair fee based on the actual costs.

Furthermore, we regret to inform you that DJI will only conduct data analysis of the flight records if the product is still within warranty.

Your patience and understanding regarding this matter are highly appreciated.

Should you have any other concerns, please feel free to contact us.
Best regards,

Ram
DJI Technical Support
Website: http://www.dji.com/support
Youtube: http://s.dji.com/Youtube-DJI


Hi Ram,

Was an analysis performed?  I asked for engineering to determine why the primary flight controls failed at the end of the flight (5+ seconds) which was causal to the mishap.  So Inspire 2 aircraft are only reliable for the warranty period and all should be replaced after 12 months?  This could have caused a severe accident and should not be taken lightly.  I hope flight safety is a priority with DJI and I hear something more than just being “beyond the warranty period”.  Did the hardware or software malfunction?  Could I have been a victim of someone targeting the aircraft with an RF jammer?  

Regards,
David

Ram （Support）
10月17日 06:26 CST
Hi David,

Thank you for getting back to us.

We're sorry to hear that you did not receive any updates regarding your case. We have checked your case and the reason why you received a quotation is that your product is already beyond the warranty period. Kindly refer to our After-Sales Service Policy, https://www.dji.com/service/policy.

We apologize for the inconvenience and thank you for your patience.

Should you have any other concerns, feel free to contact us.
Best regards,
Ram
DJI Technical Support
Website: http://www.dji.com/support
Youtube: http://s.dji.com/Youtube-DJI


10月17日 01:40 CST
這是對之前請求 #1400418「[North America][United Stat...」的後續跟進

Hi Verge,

Do you happen to have an update on this?

Regards,
David


From: David
Sent: Monday, October 08, 2018 1:47 PM
To: 'DJI Support' <support.us@dji.com>
Subject: RE: [Support] : RE [North America][United States][Inspire 2]Referencing CAS-2274271-X1T9X1 and CAS-2323745-B0T1T7

Thank you very much Verge.  

Dave


From: Verge (DJI Support) <support.us@dji.com>
Sent: Monday, October 08, 2018 1:23 PM
To: David
Subject: [Support] : RE [North America][United States][Inspire 2]Referencing CAS-2274271-X1T9X1 and CAS-2323745-B0T1T7

##- 請在這行以上輸入回覆 -##
Your request（#1400418）has been updated, please reply the email below.

Verge （Support）
10月9日 01:23 CST
Hi David,

Thank you for your response.

We appreciate your time for emailing us. Once we got information from our team, we will notify you as well.

If you have any further question, please feel free to contact us. We're always here to help.

Best Regards,
Verge
DJI Technical Support
Website: http://www.dji.com/support
Youtube: http://s.dji.com/Youtube-DJI


10月8日 20:59 CST
Thanks for the response. Are you basically telling me that a malfunction due to a product/design flaw will not be covered if the warranty period has expired? The aircraft did not respond to controller inputs with 100% signal. A $50 toy drone would respond to minimum essential flight controls, so I would hope that a $3K+ system would do the same. I am confident that DJI stands behind their products and will offer an appropriate solution that meets my satisfaction. I’ll be looking forward to updates for the data analysis details.

Regards,
David


Verge （Support）
10月6日 05:59 CST
Hi David,

Thank you for contacting DJI Technical Support.

We appreciate your concern regarding your quotation dispute. I would feel the same in your situation, but we will sort this out  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.

As per checking using your case number CAS-2323745-B0T1T7, your repair case status shows that the data analysis determined that your product does not qualify for a warranty/repair or replacement.. You request regarding the invoice dispute has been forwarded already to the appropriate department who does the invoice. You may be unable to check it on our website but we can assure you that it is already in our system. We assure you that your repair case has not gone unnoticed. Please check your email inbox, spam and junk folder for update.

Your patience and kind understanding is greatly appreciated.

If you have any further question, please feel free to contact us. We're always here to help.

Best Regards,
Verge
DJI Technical Support
Website: http://www.dji.com/support
Youtube: http://s.dji.com/Youtube-DJI


10月5日 22:28 CST
Products: Inspire 2
Serial Number:
Consultation Type:
Purchase Way:
Order Num:
Location: North America
Country: United States
Dealers: DJI
Tel: 8139570527
Subject: Referencing CAS-2274271-X1T9X1 and CAS-2323745-B0T1T7

Message:
Sir/Ma'am,

I received an update stating that fees would be charged to repair my Inspire 2 and X5S due to being out of warranty. The units were sent it due to product defect and replacements should be granted along with a report stating why the unit malfunctioned. Not to mention repair costs for my vehicle which was subsequently damaged due to the product failure. UAS did not respond to operator controller inputs which resulted in a mishap even though the controller signal read 100% for the entire duration of flight. UAS would not have been damaged if flight controls were functioning. At no time should basic essential flight controls be unresponsive with 100% controller signal and this could have resulted in a much more damaging event. I have performed over a dozen missions of this type and have never had an issue with unresponsive flight controls. Flight data shows the UAS being unresponsive when the operator commanded the aircraft to fly aft away from the obstacle at approximately 14:00 to 14:05. Again, at no time should basic essential flight controls be unresponsive during any flight mode. This is a flight safety issue, and all Inspire 2 aircraft should be grounded until a fix is in place to prevent reoccurrence. If this were to happen again at a higher altitude, a catastrophic accident could occur resulting in serious injury or even death. The application should not even allow takeoff if flight control functions could be compromised. Please elevate immediately as this is an urgent safety issue.

Regards,
David

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。

本電子郵件是 Support 提供的服務。 由 Zendesk 提供
[5LV58W-ZXE2]

Hi David, we are terribly sorry about what happened to your case. I was able to check the active repair case and it appears that the manager already had an agreement with you. Please be informed that if the unit is out of its warranty period, we cannot request a Data Analysis. This is visible in our website. Thank you for understanding.
You may want to visit the link below. https://www.dji.com/service/policy?site=brandsite&from=footer