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Mavic 3 Fly Away
492 12 9-25 07:00
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JMagin
lvl.1
Flight distance : 44875 ft
United States
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I am absolutely beside myself right now, I experienced an uncontrolled fly away with my Mavic 3 that I have only had for 31 days. I was at a motocross event trying to get some footage everything started off normal and ok I did auto take off it performed well I put input to gain altitude and then as it went up I got an ESC error return to home immediatly, at that point I had no control over the aircraft and it went into uncontrolled flight and altitude variations I honestly thought it was going to crash on to an active race track however it flew over a pond an into some woods and I have not been able to locate the drone. There was no indication of this and I just updated firmware the day before I took it out for this shoot. Up until this point I really was enjoying the flight characteristics and camera on this drone however this was a little worrisome and obviously very painful as I just spent 2000.00 dollars on this drone only a month ago. I do have a case number CAS-10625847-F6X7G2 this was going to be my primary drone for shoots as I have a business JMagin Aerial Photography and Cinema LLC and I am FAA 107 certificated. I guess I just hope DJI can make this right as this is a pretty big loss and I guess I just wanted to see if anyone else has experienced this? Thanks Justin

just after take off

just after take off

start of error

start of error

fly away

fly away

9-25 07:00
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DJI Diana
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Flight distance : 2408 ft

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Hi there, Justin. We're sorry for the unfortunate incident. We'll seek and communicate this to the team to further assist regarding the matter. Kindly check important notifications/updates on your email from time to time. Also, we'll help to keep an eye to your case. Thanks for your patience in resolving this.
9-25 07:28
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JMagin
lvl.1
Flight distance : 44875 ft
United States
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I will and I do appreciate the communication, it is just I am not a rich guy really was just starting this venture and this is my first DJI drone. It did wonderful and I have some unbelievable photos and videos in the short time I had the drone but this is a big investment at least to me as I am not a rich guy. Thanks again and I will be patient and look forward to any further communication. Respectfully Justin
9-25 07:39
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DJI Diana
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Flight distance : 2408 ft

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JMagin Posted at 9-25 07:39
I will and I do appreciate the communication, it is just I am not a rich guy really was just starting this venture and this is my first DJI drone. It did wonderful and I have some unbelievable photos and videos in the short time I had the drone but this is a big investment at least to me as I am not a rich guy. Thanks again and I will be patient and look forward to any further communication. Respectfully Justin

No worries, Justin. As always, should you need to contact us for any reason, please know that we are always here to help. Thank you again for your patience.
9-25 07:45
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JMagin
lvl.1
Flight distance : 44875 ft
United States
Offline

DJI Diana Posted at 9-25 07:45
No worries, Justin. As always, should you need to contact us for any reason, please know that we are always here to help. Thank you again for your patience.

So I received an email from DJI support stating that according to the analysis the incident was caused by pilot misoperation I guess that means error? I sent a video of my screen that I took of this flight I had an ESC error almost immediately after take off at 29M and I had zero control over this aircraft at that point. There was nothing I could do. So I am out 2000.00 dollars and I am offered 15% on the purchase of a new Mavic 3, thanks but no thanks if this is the kind of product support and how you stand behind this drone. I would except this if it was my fault but it did not respond to any of my inputs at all the only one it responded to was auto take off and then I put in a straight up to gain altitude and then I got an ESC error code to return home immediately and that is what I tried to do however the aircraft did not respond to one input from me. So I really appreciate the quick responses but you all got this one wrong or did not see the right information or something. I did try to send the video of my flight over to you all that I have saved from my controller, I have tried to find the drone multiple times but I believe it may be in the water and I cannot locate it so that does not help either but this was not my fault this was some sort of software error in the drone or internal issue. At this point I am thinking about filing a report with the FAA to see what they find in the information I have. Thanks but this is really not acceptable in my opinion and a guy that is trying to scrape by is now out of commission until I can figure out what to do next however I am sure it will not be a DJI product that I will be looking for.
9-27 02:31
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DJI Wanda
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JMagin Posted at 9-27 02:31
So I received an email from DJI support stating that according to the analysis the incident was caused by pilot misoperation I guess that means error? I sent a video of my screen that I took of this flight I had an ESC error almost immediately after take off at 29M and I had zero control over this aircraft at that point. There was nothing I could do. So I am out 2000.00 dollars and I am offered 15% on the purchase of a new Mavic 3, thanks but no thanks if this is the kind of product support and how you stand behind this drone. I would except this if it was my fault but it did not respond to any of my inputs at all the only one it responded to was auto take off and then I put in a straight up to gain altitude and then I got an ESC error code to return home immediately and that is what I tried to do however the aircraft did not respond to one input from me. So I really appreciate the quick responses but you all got this one wrong or did not see the right information or something. I did try to send the video of my flight over to you all that I have saved from my controller, I have tried to find the drone multiple times but I believe it may be in the water and I cannot locate it so that does not help either but this was not my fault this was some sort of software of error in the drone. At this point I am thinking about filing a report with the FAA to see what they find in the information I have. Thanks but this is really not acceptable in my opinion and a guy that is trying to scrape by is now out of commission until I can figure out what to do next however I am sure it will not be a DJI product that I will be looking for.

Hello, there. Sorry for your inconvenience. We found your case number through your registered email address. We will check your case and forward it to the designated department.  
9-27 02:57
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JMagin
lvl.1
Flight distance : 44875 ft
United States
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I appreciate your apology and I swear on everything that if I felt for one instance this was something I did I would have no problem with the conclusion. However there was nothing absolutely nothing I could do with inputs on this drone once I got the ESC error within a few seconds of takeoff. I did everything I could to try to gain altitude as I was concerned about the way it was acting and then flying over an active race track. I just cannot believe I am having to fight this hard for an expensive product I purchased only 31 days before the incident. It is what it is at this point but I am obviously really disappointed and just well obviously needing to figure out what to do as a small business owner who just invested quite a bit on a product that I thought I could trust only to be blamed for something I had no control over so excuse me for being a little bit upset about that. Respectfully Justin. Jmagin Aerial Photography and Cinema
9-27 04:00
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JMagin
lvl.1
Flight distance : 44875 ft
United States
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JMagin Posted at 9-27 02:31
So I received an email from DJI support stating that according to the analysis the incident was caused by pilot misoperation I guess that means error? I sent a video of my screen that I took of this flight I had an ESC error almost immediately after take off at 29M and I had zero control over this aircraft at that point. There was nothing I could do. So I am out 2000.00 dollars and I am offered 15% on the purchase of a new Mavic 3, thanks but no thanks if this is the kind of product support and how you stand behind this drone. I would except this if it was my fault but it did not respond to any of my inputs at all the only one it responded to was auto take off and then I put in a straight up to gain altitude and then I got an ESC error code to return home immediately and that is what I tried to do however the aircraft did not respond to one input from me. So I really appreciate the quick responses but you all got this one wrong or did not see the right information or something. I did try to send the video of my flight over to you all that I have saved from my controller, I have tried to find the drone multiple times but I believe it may be in the water and I cannot locate it so that does not help either but this was not my fault this was some sort of software of error in the drone. At this point I am thinking about filing a report with the FAA to see what they find in the information I have. Thanks but this is really not acceptable in my opinion and a guy that is trying to scrape by is now out of commission until I can figure out what to do next however I am sure it will not be a DJI product that I will be looking for.

One more thing that I would like to add to this. I very clearly had an ESC error code within 13 seconds of taking off during this flight. Why was that not addressed in the analysis of this flight?
9-27 04:38
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DJI Wanda
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JMagin Posted at 9-27 04:38
One more thing that I would like to add to this. I very clearly had an ESC error code within 13 seconds of taking off during this flight. Why was that not addressed in the analysis of this flight?

Hello, there. We sincerely apologize for your inconvenience. We have forwarded your case to our teams. They will check your case and reply to you soon. Please pay attention to your inbox. Thanks.
9-27 22:55
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JMagin
lvl.1
Flight distance : 44875 ft
United States
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I just want to say that I really appreciate your communication. It looks like the drone will be replaced and I cannot thank you all enough for the communication and standing behind the product. I swear with everything in my heart if I get like I caused this I would have excepted that, I just am a little nervous about the failure and it happening again, I wish I could have found the drone so I could have sent it to you all for analysis but again I just appreciate your help
9-28 02:16
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DJI Wanda
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JMagin Posted at 9-28 02:16
I just want to say that I really appreciate your communication. It looks like the drone will be replaced and I cannot thank you all enough for the communication and standing behind the product. I swear with everything in my heart if I get like I caused this I would have excepted that, I just am a little nervous about the failure and it happening again, I wish I could have found the drone so I could have sent it to you all for analysis but again I just appreciate your help

We are so glad to hear this news. After you receive the drone, please test it as soon as possible. If you have any questions, please let us know.
9-28 03:44
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JMagin
lvl.1
Flight distance : 44875 ft
United States
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I will and again thank you so much for all the communication and dealing with me. It literally just made my heart sink when it happened and I do understand that people try to probably get free stuff from you all the time as I run a business as well. I assure you this hopefully was just a weird glitch and I still wonder if the software update had something to do with it. I guess there is no way to know
9-28 05:02
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DJI Wanda
Administrator
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JMagin Posted at 9-28 05:02
I will and again thank you so much for all the communication and dealing with me. It literally just made my heart sink when it happened and I do understand that people try to probably get free stuff from you all the time as I run a business as well. I assure you this hopefully was just a weird glitch and I still wonder if the software update had something to do with it. I guess there is no way to know

We really appreciate your understanding. We will keep offering better and better services in the future.
9-28 19:45
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