Please select Into the mobile phone version | Continue to access the computer ver.
Supplying Aged Batteries as Replacement for New
441 11 2-7 14:18
Uploading and Loding Picture ...(0/1)
o(^-^)o
Marvin43
lvl.2

Australia
Offline

I purchased a new DJI Mavic Pro Platinum Fly More Combo on 29/12/2018 which had a build date of August 2018.
One of the 3 batteries was totally flat out of the box and would not recharge.

I returned the battery to the dealer who exchanged the faulty battery with a 15 month old battery build date September 2017, from their shelf stock.
This battery has slightly less voltage, all cells are slightly unbalanced, slight signs of swelling, when compared to the two other batteries from the August 2018 build.

The dealer claims they know nothing about batteries, but in contradiciton also claims age has no impact on batteries and a battery performing above 80% is acceptable and is refusing to supply a different battery.   I informed the dealer that I would like the replacement as per the repair centre for my original faulty battery returned on the 2/1/2019 and not aged stale shelf stock and the dealer refused.  

I contacted Consumer Affairs Australia who advised this was unacceptable as a replacement for a new product. The dealer will not accept information from the DJI serial number decoder or RC information about the battery age, but wants confirmation from DJI.

I called the repair centre on behalf of the dealer (as per the dealers suggestion) and they acknowledge by phone that this was unacceptable and to send an email with serial number and proof of purchase etc.
After sending the information to DJI Support, also requesting confirmation of the battery build date, I received a generic style email to raise a repair case to "to see if there was really an issue with the battery".   DJI Support is ignoring my multiple requests to even just confirm the build date of the battery.

I do not wish to raise a repair or warranty claim etc on, what I consider, an unacceptable aged battery, this should of been done for my August 2018 battery when returned on the 2/1/2019.

The dealer is able to update old shelf stock with what I should of received as a fresh replacement battery.   DJI Support seem to inadvertantly support this action by only offering me a warranty assessment against the 15 month old battery (now 16 months).

I have not used the replacement battery and have only had the use of 2 batteries out of 3 from the fly more combo package in the 5 weeks since pruchased new.  
This replacement unused battery shows lower health than the 2 original batteries after 25 charge cycles each.

Despite supplying the DJI battery saftey guidelines to the dealer
(highlighting possible deterioration due to unmaintaned unused batteries) and seeking confirmation from DJI Support, it seems this issue is being ignored by both parties.

Has anyone experienced any similar service and/or business practices in attempting to supply aged batteries as a replacement for new, or have any suggestions or confirmation in regards to this issue?

This is my first drone purchase and experience and any feedback would be greatly appreciated.





2-7 14:18
Use props
HereForTheBeer
Captain
Flight distance : 4596421 ft
  • >>>
United States
Offline

LOL that dealer is scamming you or is just genuinely ignorant to high hell.   absolutely should not get a used battery in return for a broken battery..  you should get a new battery.  only exception should be while ordering a replacement battery they can toss you a known good used/refurbished pack, you can bring back when picking up your new pack.  but trying to trick you into thinking its an acceptable replacement full stop, no.  never.

first of all cannot define the 80% mark via cycle count or age..it is a measure of compacity at full. thats defined by usage.    a battery that's got 80% life remaining means 20% of its total compacity is gone forever.      also 80% isn't a magic number where anything could happen once more wear percentage,  if properly maintained batteries should see same linearly loss in life throughout additional wear.   secondly, age is a grey area because down chemistry.. and unlike what people think, not just lithium-ion vs lithium-polymer, each of those types have a huge list of chemistries, lithium-ion and polymer are umbrella terms, not specifically chemistry.  dji's batteries are chemically doped for  heavy cycling, dumping power and recharging and repeating, in fact most battery issues with dji drones comes from batteries being idle and them hurting themselves.   finally, you mentioned bloating battery, that's no longer safe, that means a lot of off gassing and a lot of damage to the cells.  a little bit of off gassing is normal, but if start bloating, times to replace that battery as it is damaging itself and could risk it dying mid flight or worse..catching fire..

but yes...  you are completely in the right, if got a broken battery with a brand new aircraft from dji,  you are entitled to a brand new battery replacement, no questions about it.
2-7 14:43
Use props
DJI Diana
Administrator
Flight distance : 2408 ft

Offline

Hi there Marvin43, sorry for the troubles you had recently. I will coordinate your concern to the respective department that handles your inquiries for further assistance. We will notify if there is an update to your concern. Appreciate your patience. Thank you.
2-7 15:51
Use props
Marvin43
lvl.2

Australia
Offline

Thanks for your response HereForTheBeer.
Personally I think it is a bit of both, scamming with some high hell ignorance sprinkled on top.     The dealer is a large retail chain in Australia (the largest),  and even had the cheek to attempt to suggest my request was above and beyond standard service and would charge me with the cost of having the issue investigated (which they quickly retracted).

I guess at this stage the battery is showing signs of some gassing but not to the point of being bloated, but along with the other slight signs of deterioration and age it concerns me of what the long term health and life expectancy of this particular battery will be, especially considering these batteries are only warranted for 6 months.   
It's also putting undue strain on the 2 good batteries I have due to the fact that I have done 20 hours flight time in 5 weeks and are unable to spread the load across the 3rd battery.

It is a bit disappointing that DJI Support are treating the issue like a generic repair request and have been unwilling to support my situation beyond "raise a repair case" or even supply acknowledgement of what their own warranty policy states.

After becoming aware of me being advised by consumer affairs, the dealer acknowledges that a new battery will be supplied if DJI can confirm that a new battery should be supplied as opposed to a already aged battery.

Unfortunately, this retailer has a potential reputation for unfair business practices, but fortunately they also have an unfavourable record with consumer affairs because of this.   I just hoped DJI may of been able to assist with acknowledging the obvious and hence save their own customer the further trouble and inconvenience of needing to seek further action against one of their dealers.

Cheers heaps for the information, totally agree with you.
2-7 15:55
Use props
Marvin43
lvl.2

Australia
Offline

Hi DJI Diana, thanks very much for the reply,  I look forward to hearing back.
2-7 15:57
Use props
HereForTheBeer
Captain
Flight distance : 4596421 ft
  • >>>
United States
Offline

DJI Diana Posted at 2-7 15:51
Hi there Marvin43, sorry for the troubles you had recently. I will coordinate your concern to the respective department that handles your inquiries for further assistance. We will notify if there is an update to your concern. Appreciate your patience. Thank you.

make sure you have someone in upper management of DJI contact Marvin directly and sort this out directly with him..  
2-7 17:02
Use props
Boffin
First Officer
Australia
Offline

Hi Marvin43. Please exercise your rights as a consumer, more info here Australian Consumer Rights.

Keep all invoices and receipts, (take a copy of the thermal printed ones btw as they can fade). Take photos of any defective items, including serial numbers.

I owned an electronic retail business for over ten years. For an obviously DOA or defective item I found it easiest just to replace it (explaining that I never made the item), result one happy customer and then it became an issue between my business and my supplier. I only had one letter from Consumer Affairs in all that time when I refused to replace a computer that had trashed data due to a virus. The logs indicated that the person had been surfing online porn sites. That's when the customer discovered that his 15 year old son was using the computer for more than just homework

We ended up re-formatting his hard drive and re-installing the operating system FOC and never heard any more.

I can guess the company that is causing you this grief. The same one who's greedy owner caused us all to pay GST on online purchases.

Best of luck Marvin43. Print out a copy of the relevant part of the act and give it to the sales staff as they are not always the brightest tool in the box. Ask the salesperson for their name and if they ask why tell them that you require it for 'legal' reasons. Make the buggers sweat!
2-7 17:22
Use props
DJI Diana
Administrator
Flight distance : 2408 ft

Offline

Marvin43 Posted at 2-7 15:57
Hi DJI Diana, thanks very much for the reply,  I look forward to hearing back.

Hi Marvin43, we sent you an email. Please check later. Thank you.
2-8 10:19
Use props
Marvin43
lvl.2

Australia
Offline

Boffin Posted at 2-7 17:22
Hi Marvin43. Please exercise your rights as a consumer, more info here Australian Consumer Rights.

Keep all invoices and receipts, (take a copy of the thermal printed ones btw as they can fade). Take photos of any defective items, including serial numbers.

Cheers Boffin thanks for the tips and the link, I will make sure to dot my i's and cross my t's.  Will keep a record of correspondence, visits to dealer etc

I've had a lot experience in the retail industry for other businesses and had my own business as a distributor for a large battery manufacturing company and couldn't agree with you more about keeping the customer happy, it's the only way to do business plus maintain a loyal customer base...even when the matter comes down to excessive porn usage by the "15 year old son" ;) ;) lol
Especially true where I am located, in a relatively small population area where everyone knows everyone and news travels fast

You certainly guessed the company right mate.  Their reputation certainly precedes them.  

The franchise owner stepped in and took over from the sales person involved and immediately played hardball without even letting me voice any concerns...the salesman wasn't the most honest of sales persons either (withheld info about DJI Care Refresh in an attempt to sell a rental lease for the product, etc) the typical (albeit out-of-date) sales techniques that these retailers use.

I am sure DJI ultimately does not want this dealers attitude to be a representation of DJI's service or business practice.  Hoping they can offer me some support.   

Being a total newbie to drones I wish I knew half the stuff I know now before I purchased the MPP.  At the time I wasn't even aware of the Mavic 2.  Dealer issues etc aside I'm not unhappy with the MPP, in hindsight I think I would buy direct from the DJI store...maybe in the future if all works out.

Just enjoy the flying, most days the weather permits...luckily I can cover 500+ meters or so around the backyard without bothering the neighbours and at least 30kms from any NFZ's.

Cheers for the advice mate.
2-8 22:47
Use props
Marvin43
lvl.2

Australia
Offline

DJI Diana Posted at 2-8 10:19
Hi Marvin43, we sent you an email. Please check later. Thank you.

Thanks for your help Diana, much appreciated. Hopefully we can work things out.
2-8 22:49
Use props
Marvin43
lvl.2

Australia
Offline

DJI sent me an email in relation to this issue, however it seems only to investigate how it was possible for me to know the build date of the battery...this information is easily accessable via the aircraft remote control as well as online.   

At no stage was I rude of unreasonable or demanding but after explaining how I discovered the battery age I have not receieved any replys and have been ignored for a week since...even though i sent a follow up email days later asking if I would get a reply etc.

It is very disappointing to think that DJI are quiet happy to outright ignore their customers genuine concerns...wasting peoples time waiting for a response that DJI obviously has no intention of honouring.  This has all made owning a DJI product a less pleasant experience than it needs to be and does not leaving any incentive to remain loyal to DJI as a customer.

I can only assume that DJI responded merely to investigate how I was aware of the battery build date, was this so some attempt could be made to remove or cover up this information so the practice of suppling aged batteries can continue.

Overall it took 4-5 weeks of liason with DJI to attempt to confirm a serial number build date or even information outlined in the Battery Saftey Guidlelines,  none of which they would answer.

I haven't been able to take advantage of the full use of the product I purchased 7 weeks ago becasue I am not willing to accept or use a battery that is 15+ month old shelf stock as a replacement for what was a new product.
2-14 13:14
Use props
DJI Diana
Administrator
Flight distance : 2408 ft

Offline

Marvin43 Posted at 2-14 13:14
DJI sent me an email in relation to this issue, however it seems only to investigate how it was possible for me to know the build date of the battery...this information is easily accessable via the aircraft remote control as well as online.   

At no stage was I rude of unreasonable or demanding but after explaining how I discovered the battery age I have not receieved any replys and have been ignored for a week since...even though i sent a follow up email days later asking if I would get a reply etc.

Sorry for keeping you waiting. The team has responded your email already, please kindly check later.
2-15 00:14
Use props
Advanced
You need to log in before you can reply Login | Register now

Credit Rules