jrahme
lvl.2
Flight distance : 169531 ft
Offline
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Hi all ,
I am new to the Forum , but I felt I had to post my story due to how DJI support responded to my issue .
I Purchased a DJI Mavic pro from DJI online store back in Jun 2018 (order and purchase details at the end of the Thread).
Used the drone for less then 12 flights with no issues up till last Sunday SEP 01.
I had about 9 min of flight time with no issue till when I started descend for landing. Drone suddenly disconnected from Remote and stopped responding.
You would think at that time no sweat , the drone is just above me and will start descend to Home (just below it) location where it started but that was not the case.
Drone took off on its own and there was no way wahtsoever to control it . I initated return to home and still no response .
Drone was calibrated successfully before flight (always before flying it) and had 16 locked GPS where i was flying.
This is not my first drone , had a previous DJI phantom 3 which I used with no issues, so I am not new to this and I like to think that I know what I am doing when it comes to Drone oprations .
contacted DJI support and request (2311179) was opened where I uploaded the logs and details of the flyaway incident Asking DJI to check the logs and let me know what happened and was surprised for the answer I received.
Pretty much the Support personel told me that I am out of support and there is nothing they will do not even looking at the logs and his advise was for me to go to their site and buy a new drone .
With that being said , I thanked him for his suggestion and politely declined the offer of buying a new Item from DJI store simply because I did not want another 1000$ plus item to fly away within a year and informed him that I would like to File a complaint because drone is still pretty much new (year and a month of purchase) and the least they can do is to let me know what caused the crash.
I wouldn't even reach to support if it was something caused by me or a pilot error , however this is not the case here , this is a Software error from DJI that caused the issue.
I always used DJI 4 app and never anything else , Software is up to date and drone always calibrated before any flight ensuring that I have enough satelite to fly and never had any issue with my drones (Phantom or mavic) before last day.
Support Replied back and gave me the lecture that they are sorry .... and selling me the nice words and told me that they are willing to analyse my data for a fee of 65 $ and regardelss of results , they will still not replace the drone .
See I have an issue with this . First , they should thank me for uploading the Data so they can research what happened and try to fix the issues in their drones (apparently lot of incidents reported with Flyaway) , however , they are trying to put fees upfront so I can give up and call it a day.
I totally accept the Fact that I am off warranty by a month, however , I am not willing to accept this if it was caused by their software and they are not willing to do anything to assist not even giving me a reason why this happened .
If I have 1% doubt that this was caused by me , I wouldn't be writing this now nor opened a support ticket , but I don't think this is right .
Spent lot of money on DJI product and kinda disappointed with the Treatment I am getting , at least they owe me an explanation why my 1000 $ drone flew away and stopped responding and they want to charge me for it.
I will make sure that I post this wherever I can to warn people about a company that is not willing to stand behind its product .
Order Number:0011801585390Order Date:06/15/2018 18:07:32 (UTC-5)
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