First off I'm trying not to offend DJI, however what below is a valid question and is in no way a reflection how I feel about the mods here. I have no issue with DJI mods.
My Phantom 4 Pro went in for a very routine fix that online tech support said would be covered under warranty and should be back to me within in 2 weeks.
My Phantom 4 Pro was recieved as a ticket on Jan/06/2017 13:08:24 and dropped off 4 days later for shipping by yours truly. The unit was recieved on Jan/27/2017 02:28:12. In very short order it was diagnosed (Feb/01/2017 04:18:00). I recieved my final bill with a list of all the things they replaced. My total amount due was $222. DJI remarked simply, "nonwarranty". That was it.
Quote Date: | 01-31-17 | Remarks: | Non-warranty |
I immediately emailed them since it was after hours, and asked DJI why this was not covered by my warranty and how did they see this event so different then me?. After all it said in my description exactly what happened and when...., surely they read these right ? During this time period I sent 4 regular emails to DJI support. I sent 2 messages to DJIsupport on Twitter, and posted 2 tweets to them. To add to that I had about 6 to 10 online chats depending on how long one has to chat to be defined a "chat", and 4 phone calls (one of which was about both the Phantom 4 Pro+ issues). I had one question in all of these messages. I asked them to provide me information as to why I was being charged and gave them the exact Date of Accident：2016/12/9 0:03:06 . So I think it is fair to say that I told DJI exactly when the accident happened down to the minute. I also stated exactly what happened
After my drone crashed it still flew perfectly. It was dinged up though, and since I was told it was going to be covered by a warranty due to the circumstances. Once our Phantom4Pro+ arrived to our business , I sent the Phantom4Pro back to repair the damage that occurred on 2016/12/9 . All my other flights are documented and no errors occurred However, it looks like DJI read ONLY the last logged flight that was done on my Phantom4Pro, which was from my back porch, and happens to be 20 feet high. Even though there are absolutely NO error messages and no reason to suspect any type of error (as the drone landed perfectly, with no movement and with the proper shut down joystick technique.) , what did DJI say? Well, two tech phone staffers said in the most ambiguous terms, that something due to a battery issue occurred and that it was a pilot error. Seriously. This is all I was told. No straight answers, no emails back, no nothing, except that something about battery power while piloting--not even a straight answer. However I took this with a grain of salt because this drone was never crashed after 2016/12/9 , and I knew the exact cause of why it crashed and the craft was actually filming at the time. So DJI's story simply doesn't jive. When on my last call today with DJI, someone once again said it had something to do with the battery but wasn't sure, but he would find out right then and their. Unfortunately nobody was in the "shop". So he would get back to me IMMEDIATELY. Now that was a promise I got hopeful about. Unfortunately as of this writing I have not heard anything.
Here is the issue, and most importantly for me, nobody has given me a reason as to why this wasn't covered under the warranty. Nobody has directed me to which log they gathered this information from since my drone was flown several more times before it was sent to DJI, it flew perfectly however It just didn't look Shiny and New because of the initial damage. The gimbal was banged up for sure, however it worked great and caused absolutely NO issues. Sooo, The issue here is not the money, and it isn't about the drone (well, a little . It's about the fact that nobody till this hour has answered me as to one simple question as to why I'm being billed and why won't DJI provide me the logs with the flight information they used. My first request for ANY information was acknowledged to be received on February 3rd by DJI (# 371316.). So this would have meant, they have not responded to a simple email request in 22 days. However, DJI found time to send me 3 invoices for $222. So as they were able to ask for money, they still have not told me what log they were looking at that made them conclude it was pilot error. So why wouldn't DJI just simply give me an easily proven reason? Because It would be impossible based on the log they did look at.
First off everyone knows the DJIGO4 application is used in conjunction with the Phantom 4 Pro. So obviously you would look through the flight records and look for any abnormalities, which I imagine they did. Like I said they took the last flight that was flown in my back yard and theorized that since it was landed at 20 feet high, it must have crashed or something crazy like that. Unfortunately for DJI, there aren't any error messages, no abnormalities, and absolutely nothing to support it was anything but a smooth landing....ON MY DECK (20ft up) What they forgot though is that the date of my crash, which happened at 3:06pm, was the same day DJI announced the release of the the DJIGO4 application about 30 minutes later. So they didn't take in to consideration that my logs for the crash were actually in the DJIGo application which they couldn't have seen in the DJIGO4 app where they looked. One reason is because they weren't even synced in to the DJIGO app until I just synced them 2 days ago. If DJI had looked in those logs they would have seen these flights and immediately seen that the Active Track was Activated and backed up directly in to a poll. They also would have seen a million error messages and abnormalities that are the hallmarks of crashes. However it's my opinion that DJI forgot (just like me) that when the phantom4pro was first released, the DJIGO was it's launch app. HOWEVER, they were given the exact date and time down to the second. Lastly, right after the crash, I went back inside, and guess what. I uploaded the firmware, and guess what. My drone didn't even come with the correct operating system. So faulty sensors, faulty active track, and the wrong firmware. I also am TOTALLY fine if they made this mistake. I just don't understand why they can't get back to me with ANY information in 22 days and counting.........TICK TOCK TICK TOCK
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