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Phantom 4 PRO fell out of the sky and DJI claims User Error
1994 23 2017-5-4
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fansc5dae881
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So as the title says My Phantom 4 Pro fell out of the sky, I lost contact so it started to return home when out of nowhere it just shut off it's motors and fell, as you can see in the video https://www.dropbox.com/s/im4ya5xzx4s99rk/PLAZA%20MAYOR%20ACCIDENTE.MOV?dl=0 (skip to the end of the video) so I shipped the drone to DJI so they could make a diagnostic and they replied back with this:


"Ultrasonic Sensor Obstruction FLY078 1. Unit was in auto landing mode and was responsive to RC input. 2. Unit ultra-sonic sensor detecting obstruction under craft (ie. gimbal guard) 3. At t=514s, relative height=202.3m, ultrasonic sensors thought unit had landed, unit shut off motors believing it was on the ground. Conclusion: User error. [Non warranty Repair]"


Wich is ridiculous since I've never put anything to the aircraft that could be obstructing the sensor under the craft and if by any chance I would've forgotten to remove the gimbal guard, it could've been seen during the video, not to mention the camera would be static.


So I replied back, and they told me they would have my case reviewed by a special team, and their special team is claiming the same, he says he looked at the video but that it doesn't show what's under the craft...
And he sent me the picture I attached on this post, along with this:


"There is clear indication that the sensors picked up something underneath the aircraft, so it since it believes it has landed, the motors shut off. The most common culprit in these cases is a gimbal guard, but it can be anything. If you have any additional information, I'd be happy to look at it and bring to data analysis for further review, but I won't be able to change the non-warranty decision with just that video. "


And like I said before, I've never used anything on the drone that didn't come in the box when I bought it.

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2017-5-4
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DJI Natalia
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We are sorry to hear about the accident.
Could you please provide me your case number so we can look into it and make it clear to you? thanks.
2017-5-4
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deplorable
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Doesn't it use a barometer to determine if it's landed or not?  That's crazy that a blocked sensor could shut it down at 200m high.  Scary actually.
2017-5-5
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MP Laguna
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Flight distance : 34712 ft
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Case Number CAS-540477
2017-5-6
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MP Laguna
lvl.1
Flight distance : 34712 ft
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well I guess nobody from DJI reviewed my case number....
I just got a final notice to pay for the repairs.
Great support service.
2017-5-16
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MP Laguna
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deplorable Posted at 2017-5-5 03:05
Doesn't it use a barometer to determine if it's landed or not?  That's crazy that a blocked sensor could shut it down at 200m high.  Scary actually.

Exactly, even more scary when it isn't even blocked....
2017-5-16
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fans3cd00251
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I have no clue. The main thing I made sense of was the manner by which to prevent it from happening. Furthermore, I do realize that as it is dropping from the sky, Custom Essays Writer Uk taking the S1 change out GPS mode and once more into GPS mode it would quit falling and come back to a drift.
2017-5-16
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sudo su -
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I have the EXACT same issue with my unit and the same diagnosis by DJI.

I have also never used a gimbal guard, yet DJI is calling my incident "user error" because they are claiming that i did have a gimbal guard in-place. The customer support technician even told me directly that i was flying with the clear plastic gimbal cover that ships with the unit and that DJI could supply me with pictures of this. This was of course NOT the case and they didnt produce any pictures, just lip service.  I have spent over two months trying to work this out with DJI and have escalated through several levels. My experiences with DJI support have been absolutely terrible, one day i had to spend three hours on the phone and still didn't get anywhere.

Their MO seems to be to trap you in the loop of waiting 24 to 48 hours on the next determination and wait you out to get you into paying for the repair. For a short time i was even working with a supervisor via an email based ticketing system.  Well the supervisor just closed the case without an update, when i asked for an update there was no response.

I was actually about to purchase a Mavic for when i travel but after this experience i can tell you that DJI will not get any more of my money. If DJI does not start taking customer service more serisoulsy they are going to have some real problems on their hands.

2017-5-17
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DJI Mindy
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MP Laguna Posted at 2017-5-16 20:52
well I guess nobody from DJI reviewed my case number....
I just got a final notice to pay for the repairs.
Great support service.

Since you didn't click "reply" button, DJI Natalia doesn't know you are responding to her.
I have relayed your concerns to management, we will review your case and keep you updated as soon as possible.
2017-5-18
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DJI Mindy
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sudo su - Posted at 2017-5-17 11:11
I have the EXACT same issue with my unit and the same diagnosis by DJI.

I have also never used a gimbal guard, yet DJI is calling my incident "user error" because they are claiming that i did have a gimbal guard in-place. The customer support technician even told me directly that i was flying with the clear plastic gimbal cover that ships with the unit and that DJI could supply me with pictures of this. This was of course NOT the case and they didnt produce any pictures, just lip service.  I have spent over two months trying to work this out with DJI and have escalated through several levels. My experiences with DJI support have been absolutely terrible, one day i had to spend three hours on the phone and still didn't get anywhere.

I'm sorry you are experiencing difficulties.
Could you please provide me with your case number so I can look into it?
2017-5-18
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MP Laguna
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DJI Mindy Posted at 2017-5-18 19:21
Since you didn't click "reply" button, DJI Natalia doesn't know you are responding to her.
I have relayed your concerns to management, we will review your case and keep you updated as soon as possible.

ok so on tuesday I received a final notice saying that I have 7 working days left before mi aircraft is returned without repair because I haven't payed. Now that you are reviewing my case again... will that extend the time I have left before you send it back, or will you finish reviewing my case after you send back my P4 without repair...?
2017-5-19
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DJI-Thor
Administrator
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MP Laguna Posted at 2017-5-19 17:55
ok so on tuesday I received a final notice saying that I have 7 working days left before mi aircraft is returned without repair because I haven't payed. Now that you are reviewing my case again... will that extend the time I have left before you send it back, or will you finish reviewing my case after you send back my P4 without repair...?

I’ve reported your case to designated department, who are taking care of this for you right now., it won't extend the time, but I added a note about this, they will contact you ASAP.
2017-5-19
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fans0ba0b280
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I won't delve into the violent points of interest, yet my P3S actually  dropped out of the sky yesterday for reasons unknown and stalled out  around 60' up in a tree, not in my own yard! I had flown it many  circumstances in the course of recent weeks without mistake. Buy Essay Online I included the genuine propeller monitors a few days back, and this was my second or third flight with them on.
2017-5-25
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2017-6-3
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2017-6-20
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2017-7-7
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2017-7-20
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2017-8-14
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2017-8-23
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2017-10-23
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2017-10-23
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2018-3-24
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4-5 04:48
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DJI Mindy
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Lots of spam here, close the thread, if you have any problem, please start a new thread.
4-5 18:44
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