I was flyin my Avata 2 as usual. Suddenly video in my goggles got freezed and i can see nothing. Remote controller not reacting at "pause button". I was shocked for a 2-3 seconds and tried to stabilize dron without vision, but it was impossible. Avata has felt in the water and i saw wallpaper in my googles screen. Check logs please and video from "Camera view before loss". I capture it by my phone camera directly from lens inside of googles. The weather was fine, no wind and perfect vision.. There are no obstacles above the water. The distance between was like 100m only, i even heard a water splash. The lake is pretty deep, so i'm still looking for my dron.
I get my logs and video from googles. I capture it by my phone camera directly from lens inside of googles.
There are drive.google.com/drive/folders/1MRFc6lzAtefH2XfjqXjjizBAnMAQr2N2
You can use this identificator at phantomhelp.com/logviewer/QP61F5K3L1ZR99VO7YN5IOPISVAKR2JC

I checked another topics with video signal lost issue and utube videos:
https://www.youtube.com/watch?v=dyHa0OpZgVI
https://www.youtube.com/watch?v=H2iLK0sn824
https://www.youtube.com/watch?v=k-qQ6qdM3i4

It's clear for me now - This "freeze" cant be registrated by any built-in service of DJI equipment. "Camera view before loss" do not show last seconds, cause the google haven't got it really. You will lost your 1000$ dron at any unlikely moment of flight. Fpv drones cant be flown without any vision, so..

I'm from Russia, but i've bought the dron in Indonesia. I have attached a receipt for the purchase of a drone in a Bali, Indonesia store.
But FlyAway Service ( Case Number：CAS-17490280-G1C4M2 ) answered to me:

DJI has temporarily suspended all business activities in Russia and Ukraine from 00:00 on April 27, 2022 (Beijing time). Currently, DJI is internally reassessing compliance requirements in various jurisdictions. Please follow our website for the latest information. If there is an update, we'll let you know. Thank you for your understanding and support.

But this is not ok.
I've moved to Indonesia at 2022. I've bought the dron at may 2024. I didn't know about this rule about Russia, when arrived to see my parents this summer:

1. When i was in the local shop nobody has said to me about this warranty issue. They have seen my russian docs and haven't done any warnings about this restriction.

2. DJI warranty booklet inside dron package didn't contain any restrictions about flights in Russia. At the same time, it contains as many as four pages in Russian dedicated to warranty obligations. They suspended business in 2022, but haven't make corrections in their own warranty pappers for new product (2024).  Is it my fault what you haven't done it for two years ??

3. They wrote to me about this only after fact of crash. How i supposed to be known by myself, what i can't fly my dron in Russia? I am a new user of the DJI equipment and the DJI did not take care to familiarize newcomers with such an important change in warranty service.

4. Now i'm back to Indonesia. But i cant to make another FlyAway request, because serial number of my drone already engaged.

Yes, I know, I'm a little man from a country that everyone hates. But such irresponsible brand behavior is frustrating. (

_______________________

Hi there, we are sorry to hear about this feedback. We will try to help you to check with our relevant team and get back soon. Thanks.

DJI Thor Posted at 8-16 18:38
Hi there, we are sorry to hear about this feedback. We will try to help you to check with our relevant team and get back soon. Thanks.

Hi !
Ten days have passed, but there are no any progress in my case at Flyaway service..

PalAlex Posted at 8-26 23:30
Hi !
Ten days have passed, but there are no any progress in my case at Flyaway service..

Hi Pal Alex, we apologize for the delayed response. Upon consulting with our team, it has been noted that the provided flight record indicates travel within Russia. If the aircraft flew away there, we are sorry to inform you that DJI has temporarily suspended all business activities in Russia and Ukraine from 00:00 on April 27, 2022 (Beijing time). Here is the information for your reference: https://www.dji.com/newsroom/new ... -compliance-efforts Thanks for your understanding.

DJI Thor Posted at 8-27 03:28
Hi Pal Alex, we apologize for the delayed response. Upon consulting with our team, it has been noted that the provided flight record indicates travel within Russia. If the aircraft flew away there, we are sorry to inform you that DJI has temporarily suspended all business activities in Russia and Ukraine from 00:00 on April 27, 2022 (Beijing time). Here is the information for your reference: https://www.dji.com/newsroom/news/dji-statement-on-sales-compliance-efforts Thanks for your understanding.

So that's the crux of the problem!
In your opinion, how could I find out that it is impossible to fly in Russia?
If the warranty booklet printed by you in 2024 does not indicate that the warranty has not been extended to Russia for the last two years? (from apr 2022)
It's absurd, isn't it?

PalAlex Posted at 8-27 15:13
So that's the crux of the problem!
In your opinion, how could I find out that it is impossible to fly in Russia?
If the warranty booklet printed by you in 2024 does not indicate that the warranty has not been extended to Russia for the last two years? (from apr 2022)

Hi PalAlex, sorry for the inconvenience caused. DJI has temporarily suspended all business activities in Russia and Ukraine from 00:00 on April 27, 2022 (Beijing time). Currently, DJI is internally reassessing compliance requirements in various jurisdictions. For more information, you could please refer to the following link, thanks. Thank you for your understanding and support.
https://www.dji.com/newsroom/new ... -compliance-efforts

DJI Thor Posted at 8-29 23:26
Hi PalAlex, sorry for the inconvenience caused. DJI has temporarily suspended all business activities in Russia and Ukraine from 00:00 on April 27, 2022 (Beijing time). Currently, DJI is internally reassessing compliance requirements in various jurisdictions. For more information, you could please refer to the following link, thanks. Thank you for your understanding and support.
https://www.dji.com/newsroom/new ... -compliance-efforts

I'm sorry, but perhaps I misunderstood the OP...

Does this mean that the flyaway cover, only takes care of the customer if the drone flies away in the country of the original purchase? Does this mean that I'm not cover if I take my drone in holiday in New Zealand?

I mean, he moved in Indonesia in 2022 and bought the drone in 2024... Went in holiday to see his parents and took the drone with himself, when the drone had the issue in Russia

What is this got to do with the war between Russia and Ukraine???

I completely understand DJI temporary suspension of trading in those two country because of the war, but I don't see how this apply to this customer??

If he did live and purchase the drone in either Russia or Ukraine, I would understand the rejection, but this doesn't seem to be the case here...

I hope it makes sense, Thor

Burt37 Posted at 8-29 23:51
I'm sorry, but perhaps I misunderstood the OP...

Does this mean that the flyaway cover, only takes care of the customer if the drone flies away in the country of the original purchase? Does this mean that I'm not cover if I take my drone in holiday in New Zealand?

What upsets me most is the fact is that DJI has not taken a single step to  warn in advance to the new buyer the updated warranty rules.

I repeat myself, the warranty booklet itself, which comes inside a box of Avata 2, contains four pages in Russian language. They declare the usual warranty obligations. Although they were printed in 2024, two years after the introduction of warranty restrictions.

I can only find out that the warranty does not apply to my drone AFTER contacting the warranty department.

PalAlex Posted at 9-1 10:37
What upsets me most is the fact is that DJI has not taken a single step to  warn in advance to the new buyer the updated warranty rules.

I repeat myself, the warranty booklet itself, which comes inside a box of Avata 2, contains four pages in Russian language. They declare the usual warranty obligations. Although they were printed in 2024, two years after the introduction of warranty restrictions.

Well, considering that you did buy the drone in Indonesia, DJI couldn't possibly know that you were going to fly it in Russia, where the new limitation are in place due to the war...

The fact that there are four pages in Russian in the warranty claim, it is irrelevant, unless you still are a Russian citizen, in which case DJI has every right to reject your claim...

DJI cannot change the literature of every pamphlet they publish, every time there is a change in the world, especially when the boxes have already left the warehouse... Surely you can understand that...

You are going to have to blame the idiot Vladimir Putin for this, not DJI...

Perhaps there has been some communication problem, but it seems that DJI think that you bought the drone in Indonesia but that you are a Russia resident... In which case I would understand their claim...

But if you can prove that you have been an Indonesian resident since 2022, as you stated, then explain clearly that you were in Russia just for visiting, then the DJI restrictions in place to prevent the use of DJI drones for warfare, should not apply to you...

Can you see the problem...

Anyone can go in another country to buy a DJI drone to then bring it back to Russia.. You need, if you can, to prove to DJI that this was not the case, and hope that the claim is accepted...

It simply boils down to bad timing, if you ask me...

Good luck

Burt37 Posted at 9-1 13:17
Well, considering that you did buy the drone in Indonesia, DJI couldn't possibly know that you were going to fly it in Russia, where the new limitation are in place due to the war...

The fact that there are four pages in Russian in the warranty claim, it is irrelevant, unless you still are a Russian citizen, in which case DJI has every right to reject your claim...

Reading the moderator's response, the lack of support for the OP is due to where the accident took place, not where the drone was bought or the nationality of the owner.  Presumably, the same thing would happen to us if we travelled to Russia, had a problem with a drone while over there, then came back to Australia and tried to have it fixed?

I understand the OP's frustration here.  If there's a product failure, it should be replaced, irrespective of where the failure occurred.  I suspect, however, that the use of DJI drones as weapons of war has spooked DJI somewhat.

GTHero Posted at 9-1 14:19
Reading the moderator's response, the lack of support for the OP is due to where the accident took place, not where the drone was bought or the nationality of the owner.  Presumably, the same thing would happen to us if we traveled to Russia, had a problem with the drone while over there, then came back to Australia and tried to have it fixed?

I understand the OP's frustration here.  If there's a product failure, it should be replaced, irrespective of where the failure occurred.  I suspect, however, that the use of DJI drones as weapons of war has spooked DJI somewhat.

Personally, I think there is a bit of misunderstanding here between the two party...

I hope they can find some common ground in the near future...

Burt37 Posted at 9-1 13:17
Well, considering that you did buy the drone in Indonesia, DJI couldn't possibly know that you were going to fly it in Russia, where the new limitation are in place due to the war...

The fact that there are four pages in Russian in the warranty claim, it is irrelevant, unless you still are a Russian citizen, in which case DJI has every right to reject your claim...

The problem is also that there is only one reaction to all my requests and attempts to explain the situation. They send me their stamped message about the suspension of work in Russia. Without asking for any additional explanations or documents.

If the drone had crashed through my fault, I would have already given up all attempts. However, it was a system failure, video signal googles freeze, that they are familiar with, and for which they have already sent a replacement for the lost don to another persons.

Here is my tickets to Bali at 2022 ))))) If they cares ))

Burt37 Posted at 8-29 23:51
I'm sorry, but perhaps I misunderstood the OP...

Does this mean that the flyaway cover, only takes care of the customer if the drone flies away in the country of the original purchase? Does this mean that I'm not cover if I take my drone in holiday in New Zealand?

Hi Burt37,
For this question, "Does this mean that the flyaway cover, only takes care of the customer if the drone flies away in the country of the original purchase? Does this mean that I'm not cover if I take my drone in holiday in New Zealand?"
---  You can take it to New Zealand. If, unfortunately, it is a flyway there and the accident is caused by a manufacturing defect, it could be covered under warranty in the country of the original purchase.

In response to OP feedback, we appreciate your attention to this matter. We regret to inform you that DJI currently does not offer after-sales support for issues related to drones flying in the mentioned area. We appreciate your understanding. For more information, you could refer to the following link for more details, thanks. https://www.dji.com/newsroom/new ... -compliance-efforts

DJI Thor Posted at 9-2 04:19
Hi Burt37,
For this question, "Does this mean that the flyaway cover, only takes care of the customer if the drone flies away in the country of the original purchase? Does this mean that I'm not cover if I take my drone in holiday in New Zealand?"
---  You can take it to New Zealand. If, unfortunately, it is a flyway there and the accident is caused by a manufacturing defect, it could be covered under warranty in the country of the original purchase.

Thank you for your reply Thor..

"It could be cover under warranty".  That's reassuring...

PalAlex Posted at 9-2 03:35
The problem is also that there is only one reaction to all my requests and attempts to explain the situation. They send me their stamped message about the suspension of work in Russia. Without asking for any additional explanations or documents.

If the drone had crashed through my fault, I would have already given up all attempts. However, it was a system failure, video signal googles freeze, that they are familiar with, and for which they have already sent a replacement for the lost don to another persons.

Let me ask you this:

Are you now, or were you at the time of the claim, an Indonesian Citizen?

Did you make your Fly Away claim only after you went back to Indonesia?

If your answer is NO to either one of these questions, then you are not cover by DJI, because of the situation between Russia and Ukraine...

It doesn't really matter how or why the drone crashed, at this point in time... Simple as that...

I'm sorry...

Burt37 Posted at 9-2 13:32
Let me ask you this:

Are you now, or were you at the time of the claim, an Indonesian Citizen?

Even if he wasn't a Russian citizen, and just went there for leisure, same rules would still apply and he as an operator is supposed to do his research beforehand, so he just can't claim plausible deniability, it's ridiculous. It sucks if the product actually malfunctioned (who knows, it could've been knocked out by anti-drone device considering the situation), but he shouldn't have been using it there in the first place.

Burt37 Posted at 9-2 13:32
Let me ask you this:

Are you now, or were you at the time of the claim, an Indonesian Citizen?

Yeah, that's exactly what should be written note on some lost page on the Internet. And at least on some kind of insert in the booklet on warranty obligations. If you do not want to reprint the text in the hope of ending the war, then you can find several ways to notify newcomers about such an important change.

Well, the fact that thousands of thousands of DJI drones are being used on both sides in this war only speaks to the duplicity of DJI's position. Relieving themself of responsibility to civilians, they immediately sold thousands of shipments to the military.

PalAlex Posted at 9-3 08:33
Yeah, that's exactly what should be written note on some lost page on the Internet. And at least on some kind of insert in the booklet on warranty obligations. If you do not want to reprint the text in the hope of ending the war, then you can find several ways to notify newcomers about such an important change.

Well, the fact that thousands of thousands of DJI drones are being used on both sides in this war only speaks to the duplicity of DJI's position. Relieving themself of responsibility to civilians, they immediately sold thousands of shipments to the military.

Once again, even if it possibly is out of your hand, you can only blame Putin for your current situation...

Burt37 Posted at 9-2 13:15
Thank you for your reply Thor..

"It could be cover under warranty".  That's reassuring...

No worries. If you have further inquiry, please feel free to contact us.