During flight in N mode Avata 2 was stabilized, no wind, seems like very lightly touched a tree, suddenly inclined and stopped motors. Video in goggles stopped rightafter motors were stopped, drone fell down into the river... Signal was lost same moment and didn't recover back anymore. Wasted. Could somebody explain what could be wrong which lead to motor stopping

https://imgur.com/a/FEQACdQ

Hi there,

Thank you for bringing this issue to our attention, and we're sincerely sorry to hear that your Avata 2 fell into the river. To better understand the specific reasons behind the motor stopping incident, could you kindly let us know if you have been able to retrieve your aircraft? Your feedback will help us investigate further and provide a more accurate resolution.

We look forward to hearing from you.

DJI Mindy Posted at 3-10 01:53
Hi there,

Thank you for bringing this issue to our attention, and we're sincerely sorry to hear that your Avata 2 fell into the river. To better understand the specific reasons behind the motor stopping incident, could you kindly let us know if you have been able to retrieve your aircraft? Your feedback will help us investigate further and provide a more accurate resolution.

Hi there,

Unfortunately the connection was lost exactly after motors were stopped and I could not find the drone and couldn't restore the connection as well but the battery was still 74% before motors stopped and the depth is not so deep maybe around 30 - 40 cm. The drone also didn't capture the moment falling into the water as the connection was lost a moment before or by some another reason... The last snapshot from the goggles showing pop up message - Motors Stopped...

Action21 Posted at 3-10 02:35
Hi there,

Unfortunately the connection was lost exactly after motors were stopped and I could not find the drone and couldn't restore the connection as well but the battery was still 74% before motors stopped and the depth is not so deep maybe around 30 - 40 cm. The drone also didn't capture the moment falling into the water as the connection was lost a moment before or by some another reason... The last snapshot from the goggles showing pop up message - Motors Stopped...

Hi there. Thank you for your response. If you find or retrieve your drone, it is recommended that you submit an Online Repair Request and send your aircraft back for diagnosis to avoid unnecessary danger in the next flight. If your aircraft cannot be found back, please synchronize flight records, and then submit a flyaway case.

Link: https://repair.dji.com/us/repair/flyaway

Hi Natalia. The flyaway case was submitted.

Action21 Posted at 3-11 06:10
Hi Natalia. The flyaway case was submitted.

Thank you for keeping us notified. If your drone cannot be retrieved, registering a Flyaway report can help us deliver you a great service. Thank you for your understanding, your cooperation is greatly appreciated!

DJI Gamora Posted at 3-11 07:48
Thank you for keeping us notified. If your drone cannot be retrieved, registering a Flyaway report can help us deliver you a great service. Thank you for your understanding, your cooperation is greatly appreciated!

Flyaway case was registered and all the LOGs were provided. CAS-20935044-G7L0X7/DJI AVATA 2
At first the support team has confirmed that the drone crashed by some unknown reason (after analyzing all the logs) and the free replacement will be provided under the warranty. But after a few hours I received an email that suddenly they noticed that my drone was purchased in China Region and the warranty is not covered in Europe... Investigation was ongoing for 3 days and nobody noticed... How pity it is, they brought me a joy and then took it back... How come that support team didn't notice the serial number before making a proposal of free replacement??? Shame to DJI.
Instead of the free replacement it was proposed to purchase a new drone in Europe with a 15% discount. I can understand that different markets, different taxes and so on, in such a case why are you not proposing to pay a difference in case of approval of free replacement? The product (drone) is considering that customers are traveling with them, and based on DJI logic, customers have to buy a drone in each country where they go due to service warranty limitations... Don't you think that it is ridiculous?

Action21 Posted at 3-14 08:19
Flyaway case was registered and all the LOGs were provided. CAS-20935044-G7L0X7/DJI AVATA 2
At first the support team has confirmed that the drone crashed by some unknown reason (after analyzing all the logs) and the free replacement will be provided under the warranty. But after a few hours I received an email that suddenly they noticed that my drone was purchased in China Region and the warranty is not covered in Europe... Investigation was ongoing for 3 days and nobody noticed... How pity it is, they brought me a joy and then took it back... How come that support team didn't notice the serial number before making a proposal of free replacement??? Shame to DJI.
Instead of the free replacement it was proposed to purchase a new drone in Europe with a 15% discount. I can understand that different markets, different taxes and so on, in such a case why are you not proposing to pay a difference in case of approval of free replacement? The product (drone) is considering that customers are traveling with them, and based on DJI logic, customers have to buy a drone in each country where they go due to service warranty limitations... Don't you think that it is ridiculous?

Hi there. I apologize for the inconvenience and thank you for providing the case number. We will forward this to the relevant department, and they will get back to you shortly. Thank you for your patience and understanding.

DJI Gamora Posted at 3-14 12:23
Hi there. I apologize for the inconvenience and thank you for providing the case number. We will forward this to the relevant department, and they will get back to you shortly. Thank you for your patience and understanding.

Hi there. After my complaint regarding the case that support didn't realize that the S/N of my drone belonged to a different region before confirming a free replacement and later canceling the offer, at the end I have got a purchase discount and a free DJI care for 1 year. So I accepted the offer.

Received the drone and the battery. In the drone box was found the drone only, without the spare props, cable and so on. Not sure if it is a completely new unit or a refurbished one.

Again and again if your products are being sold in the airports around the world it must be coming with an international warranty. Also the product by itself is considered that it could be brought together to a different countries while traveling and it's a pity to give a region limited warranty only...

Action21 Posted at 3-21 06:31
Hi there. After my complaint regarding the case that support didn't realize that the S/N of my drone belonged to a different region before confirming a free replacement and later canceling the offer, at the end I have got a purchase discount and a free DJI care for 1 year. So I accepted the offer.

Received the drone and the battery. In the drone box was found the drone only, without the spare props, cable and so on. Not sure if it is a completely new unit or a refurbished one.

Hi there. Thank you for your feedback and we will forward this to the relevant team for further evaluation. We have observed that our team is currently communicating with you via email. If you have any further questions, please feel free to reach out to us via email, and our team will respond as promptly as possible. Thank you!