GabeZ
lvl.3
Flight distance : 768448 ft
United States
Offline
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Hello Jamie,
I opened a ticket with your support. If you send me a message, I'll provide the ticket number so you can review. I did attach pictures and examples to the ticket. That warning message is exactly as I wrote it. I followed up today with tech support, and we came to the assumption that the drone displays this message when it exceeds the maximum distance setting. I had my distance setting at 128 FT. Somehow the drone drifted to 131 FT. This is what we assumed caused the message. What confuses me is that the maximum distance setting is supposed to keep it within the set distance. However, I know that it's not a perfect system, and drift can occur.
Also, you may find it interesting that the message was occurring both with firmware 1.8.1.00 and 1.9.1.10. I can provide pictures of the occurrence in a flight with each.
To answer you question:
It does seem like an odd message. Do you see a pattern in distance when this occurs? Are you moving at max speed or just miandering about when this happens? Out of range would indicate a RF range issue, but that normally comes with a No Signal type of warning.
The most noticeable pattern is when the drone exceeds it's maximum distance setting even though it's not supposed to. When looking at my logging data, it seems as though the drone was cruising along it's range bubble (the diameter that the drone thinks is the maximum). I was moving at a moderate speed, but often times less than moderate speed. Signal was strong and there was no indication of an RF range issue that I noticed.
To file a complaint:
I would also like to make a complaint with the tech support agent that was handling my issue.
1. The agent deliberately disconnected the call with me when it was close to his cut off time. We didn't accidently lose the call and we didn't accidently disconnect. The agent waited to provide my ticket before hanging up on me. Your agents need some lessons in phone etiquette.
2. When the agent discussed my issue, he asked me what firmware I was running. When I told him the versions were current and offered to share the versions, he said that people tell him that all the time and he wants a picture of my "about" screen showing that I'm telling the truth. Although I did do as requested, a little courtesy goes a long way.
3. When I asked the agent to help me review my settings, he said that he didn't have a unit with him and that he could get one if he "had to" but he doesn't have one...... It's probably a good idea for your agents to have units available to test with.
4. The agent promised to call me back after submitting all the information through your service ticket system. He never called back and he never replied to the ticket. Furthermore, he never explained how to use the ticketing system. I spent about 20 minutes figuring it out for myself. Although this seems minor, not everyone is familiar with your system and not everyone will be as forgiving.
5. When I called to check on my ticket, I coincidently got the same agent. After providing my ticket number, he didn't review my ticket before telling me "your flying in beginner mode." However, I clearly had a picture showing the toggle switch for beginner mode set to off.
6. The agent put me on hold twice without warning. Again, common phone etiquette.
7. Although we came to a theory about why the issue was occurring, the agent didn't ask if there was anything more he could do for me. He also didn't ask if I felt the issue was resolved. He just told me to have a good day and disconnected the call.
8. I was notified that my ticket was closed without my permission. Although I understand the urgency to close a ticket, this will be reflected in your survey.
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