2 weeks ago, my Neo flying at a height of less than 2 meters stopped suddenly and flew backwards without any input from the controls as you can see in the video. It kept going bavkward without input until it crashed into a pond which I was not flying over.

I'm very ready to purchase a new Neo, but I honestly want to understand the error. DJI's response was that it was pilot error as I had flown into a branch earlier that morning, but the drone passed checks and recalibration afterward and that flyaway was a result of the earlier crash.

I was told that I should have taken the drone to a service center (65km away in Bangkok) anytime it crashes.

So hearing that a Neo is essentially inoperable after any crash unless taken to a service center first doesn't give me the confidence to purchase a new Neo although im very willing to buy a more expensive model if it come with added durability. Although the Neo was my first drone, I have 2 DJI gimbals, 2 models of mics, and the Osmo Pocket 3, so I'm satisfied with DJI quality in other products.

What I really would rather hear is an honest assessment of what went wrong.

https://youtube.com/shorts/00dYndnDeE4?si=6KvWHw9A85nUt-ph

Hi, there
Thanks for sharing your concern about the Neo.
Could you please the relevant information such as the SN of Neo, since you mentioned you have sent it for repair?
We will check it further for you.
Thanks

DJI Wanda Posted at 1-4 03:05
Hi, there
Thanks for sharing your concern about the Neo.
Could you please the relevant information such as the SN of Neo, since you mentioned you have sent it for repair?

Thank you for your reply. The Neo wasn't sent for repair. It flew to the bottom of a pond after it stopped communicating with the controller. But the video from the original post is the satellite flight log from the fly app. Attached is also the analytics of the entire morning if that helps.

I feel like the response was geared more toward finding fault with the pilot so as not to replace the Neo or offer a discount on a new Neo, but I'm absolutely more interested in finding the actual fault so that I can make an informed purchase for my next purchase.

If it's true that the Neo needs to be serviced after very minor crashes at low speed within eye sight, the Neo might not have the durability that I need and I'll gladly put my money toward a more suitable DJI model. But after seeing worse crashes in the many YouTube videos, I feel like perhaps the Neo is not bad and that I'm just getting an insincere answer.

Understanding the real problem will help me learn to avoid the same circumstances if DJI offers to let me buy a new Neo with information that makes me a better pilot. Right now, I'm reluctant to buy a new Neo even with the 15% discount offered because according to the handler of my case, any Neo would need to be checked at a service center between any crash and the next flight.

TheFunTeacher Posted at 1-4 03:49
Thank you for your reply. The Neo wasn't sent for repair. It flew to the bottom of a pond after it stopped communicating with the controller. But the video from the original post is the satellite flight log from the fly app. Attached is also the analytics of the entire morning if that helps.

I feel like the response was geared more toward finding fault with the pilot so as not to replace the Neo or offer a discount on a new Neo, but I'm absolutely more interested in finding the actual fault so that I can make an informed purchase for my next purchase.

Hi, there. Thank you for your reply. We will report your feedback to the relevant department. Thank you for your understanding and patience.

DJI Tony Posted at 1-4 19:06
Hi, there. Thank you for your reply. We will report your feedback to the relevant department. Thank you for your understanding and patience.

Thank you. Don't worry. I'm very patient. Somehow I feel like the assessment that a Neo simply can't be used without servicing between crashes is not addressing the concern of a flyaway routinely happening if the Neo is transported the wrong way or has a rough landing.

I appreciate that DJI has adopted a business model that attracts new drone hobbyists by offering a more affordable drone thus eliminating the fear of investing in a new hobby, but the bottom line is that it's not actually a more affordable option if the product is so fragile that it requires service even after a small collision at 2 meters at medium throttle or less and despite pre-flight check and calibrations.

I have to emphasize that finding an accurate assessment is important to me because I'm using this drone with students on a movie project. As a result, 3 students have already purchased a Neo to participate in the project and 3 more students are waiting on the fly more pack. So a heavy burden rests on me to assure that we are going to use these drones in the curriculum and that I can guarantee the safety and reliability of the Neo in this type of project.

I'd like to use the record of the failed flight to teach the students, who now own Neos to participate in this project, on how to avoid these mishaps and fly safely. If the truth is that Neo is inoperable after an average collision, there's nothing we can learn from.

The following link is a sample of what the students have created so far using 3 of their Neos, a Ronin gimbal with my DSLR and the Osmo Pocket 3 operated by students: https://youtu.be/_sf0sPkAakQ


https://youtu.be/_sf0sPkAakQ

TheFunTeacher Posted at 1-4 21:45
Thank you. Don't worry. I'm very patient. Somehow I feel like the assessment that a Neo simply can't be used without servicing between crashes is not addressing the concern of a flyaway routinely happening if the Neo is transported the wrong way or has a rough landing.

I appreciate that DJI has adopted a business model that attracts new drone hobbyists by offering a more affordable drone thus eliminating the fear of investing in a new hobby, but the bottom line is that it's not actually a more affordable option if the product is so fragile that it requires service even after a small collision at 2 meters at medium throttle or less and despite pre-flight check and calibrations.

Thank you for your support of our products. Please rest assured that we will convey your request to the relevant departments.

Hi, there
Regarding the Data Analysize result, we have sent you the PM. Could you please check? Thanks

DJI Wanda Posted at 1-6 03:59
Hi, there
Regarding the Data Analysize result, we have sent you the PM. Could you please check? Thanks

Thank you. Replied.

TheFunTeacher Posted at 1-6 04:13
Thank you. Replied.

TheFunTeacher Posted at 1-6 05:38
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TheFunTeacher Posted at 1-6 05:39

I'm sorry for posting the conversation here, but the private message doesn't have an attachment option and I want to clarify why this is important. This is one of 3 students who trusted my guidance before I knew how fragile the Neo is. Because of the reaction from parents of the participants in the project, I'm ready to buy a Neo ASAP.

Hi, there
We just sent you the PM. Kindly remind you to check it. thanks