In-Flight Studios Posted at 2018-3-16 04:05
I did provide pictures, there’s one posted above

The pictures that Mindy referred are the original ones in SD card, I'm sorry that the above picture is not qualified for this kind of situation. Please check whether you can upload to Google Drive or Dropbox and share the link with us. We're trying to help you and will appreciate your cooperation.

Just got the drone back today. Unpacked it and of course, it's STILL broken. This is a $6,000 machine that I've been without for five and a half months now. That's practically HALF A YEAR and what is now SIX trips back and forth to DJI to have the SAME problem persist over and over. There have been no efforts to make things better short of having me send it in over and over again just to wait a week and a half to two weeks to get it back in the EXACT same state it was in, if not worse. This is absurd and I'm speechless at this point. Look at all the lines and moire like effects on the highlights near the curtains and in the blacks of my air purifier and dark corners of the frame. This is the EXACT same problem I've had since day one. Nothing has changed and I believe less and less in the customer service every time this happens. DONT LET THIS HAPPEN TO YOU!

Look at all the dead pixels and noise and these "morie lines" from just one frame of the video. It's completely unusable footage STILL.

In-Flight Studios Posted at 2018-4-19 09:31
Look at all the dead pixels and noise and these "morie lines" from just one frame of the video. It's completely unusable footage STILL. [view_image][view_image][view_image][view_image][view_image][view_image][view_image]

We are terribly sorry for your unfortunate experience with our repair center and product, I checked the last case is CAS-1573451-V1W1K3 and our repair team has made flight test and quality evaluation before shipping out that no flashes of green imaging and video distortions were founded.
It is weird that the issue persists, can you please provide us the original pictures again? We understand how frustrated you must be, your cooperation would be much appreciated.

Hi Mindy,

Attached is the original image where the problems were first noticed. Please let me know if this is sufficient.

In-Flight Studios Posted at 2018-4-23 12:07
[view_image] Hi Mindy,

Attached is the original image where the problems were first noticed. Please let me know if this is sufficient.

It seems the drone still doesn't work well, I totally understand your feelings, I have escalated the case again to the higher team, we will have someone to contact you about the next resolution, thanks for your patience.

Yesterday I sent out the very first, original photos upon request from a phone call from someone in your New Jersey location. I responded to the latest service ticket email that I had recieved, and got this response:
       
Jan Marcho Saturos （Support）

6月7日 CST11:11

Hello Cameron,

A pleasant day to you!

Thank you for contacting DJI Technical Support.

First of all thank you for your patronage in choosing DJI  and I am sorry for any inconveniences.

I reviewed your previous interaction with us and as per checking I was able to locate this case: CAS-1573451-V1W1K3, which was created on 2018/3/17 and this seems to be the latest case on the account. Based on the information that I can find on this case, our service center specialist has already facilitated the issue and the unit has been sent and delivered under this UPS tracking number: 1ZE80E404246958323.



I downloaded the images that you sent, but, just to confirm were these images taken with the drone that you received recently? If yes, please provide me with the the original photo taken directly from the drone's SD-card and please let me know how I can assist you better on this matter.

If you have any question, please feel free to contact DJI North America Technical Support, Mon-Fri 9:00AM - 5:00PM (PST) via the following three channels:  

Tel: +1 (818) 235 0789
Email: support.us@dji.com
Online Support: http://www.dji.com/support/product
You will receive an email survey two days after this email if not responded.
If you happen to be away and won’t be able to answer this email timely, please disregard the survey and reply to us directly.

Best Regards,

Jan Marcho
DJI Technical Support
Website  http://www.dji.com/support​

The email included photos showing the confirmation that I had indeed received my drone back. THIS IS INSANITY. I reached out AFTER I had received the drone the SEVENTH time and it was still broken. I complained on here and then got a phone call to confirm that you guys were aware of my situation and you asked for the original files. When I finally found the original, FIRST shots that were corrupted, I sent them in and your support team seems to have no $&#*ing clue as to whats even going on. How are your customer service teams so disjointed?! Even a SIMPLE ticket system could keep track of my interactions with you guys so far. Attached are the same photos I sent in yesterday evening. This is completely unacceptable and I simply cannot understand why I haven't been shipped a replacement drone that works after OVER HALF A YEAR of being unable to use my $5000+ piece of equipment I purchased from DJI.

In-Flight Studios Posted at 2018-6-7 04:08
Yesterday I sent out the very first, original photos upon request from a phone call from someone in your New Jersey location. I responded to the latest service ticket email that I had recieved, and got this response:
       
Jan Marcho Saturos （Support）

Hi Cameron, thanks for getting back to us, actually, the pictures you sent to us every time are not the original pictures or footage but the compressed version, that would be hard for us to analyze the issue. According to the last repair, the drone has been fully tested and no issue was found, therefore our supervisor would like you to provide us the original pictures for analysis.
The original pictures are hard to be sent in Forum, customers will need to upload from SD card to Dropbox or Google Driver directly (not the YouTube) and post the link here so that we could download for analysis. It would be very helpful if you could do this.
If it is not convenient for you, the drone will need to be sent in again so that our repair center could check with the problem in person, thanks for your understanding.

Sent back the drone for the seventh time, received it two weeks ago and it remains broken, which is no surprise. We have now involved B&H photo in this ridiculous mess, as they are who we ordered through originally. They will be following up with us as they chase down why things have no been made right yet. I want one thing and one thing only at this point, which is the answer to the following question:

Why do you refuse to replace the airframe?

Clearly, that is the issue here, yet despite me practically begging to get a new camera and a new airframe, the only thing that  I get new is a remote, which has never been requested and has never been the issue. I've received five or six new remote controllers at a cost of $600 or so per, which could've paid for a new airframe by itself by now and then some. Stop sending me new remotes and the same broken airframe. Send a new Inspire 2 airframe so we can diagnose that it is/isn't the issue here.

The issue has literally remained the same throughout this whole process and I'm beginning to believe that your repair/support team is completely incompetent of following this thread and realizing that whatever they're doing ISN'T working. I will not tolerate anything other than a replacement at this point and this is your last chance to make things right before I file a lawsuit for loss of revenue, the cost of a new drone, and my wasted time and effort.

Sincerely,
Cameron

In-Flight Studios Posted at 2018-7-11 10:23
Sent back the drone for the seventh time, received it two weeks ago and it remains broken, which is no surprise. We have now involved B&H photo in this ridiculous mess, as they are who we ordered through originally. They will be following up with us as they chase down why things have no been made right yet. I want one thing and one thing only at this point, which is the answer to the following question:

Why do you refuse to replace the airframe?

Cameron, this is never what we expect that the same issue keeps happening when the drone has been sent in 7 times, your frustration has been escalated again to the appropriate team for high attention, we will have someone to contact you soon, please wait a moment, thank you.

Hi Mindy,

I wanted to make you and anyone else following this thread aware that I've sent this in to the most recent support email I received:

Jayson,

We should have a video by this weekend. Both myself and my partner have been traveling and have not had time to record and send footage with the drone after the most recent repair. I need to make it abundantly clear that we need a replacement, not another attempted fix. We have lost significant revenue by not being able to use the drone and it has delayed future works as well. I have been keeping tedious and exacting notes and logs of all of the attempted fixes, blog posts, conversations with your support team, etc. to present them in a class-action lawsuit should I need to. The next step for my company is to initiate that lawsuit should we not get a brand new replacement of the drone after we send in the new footage and send the drone back in to you. This is fair warning and I don't think it is unreasonable given the fact that we have been drone-less for almost an entire year now. This shouldn't happen with a $6,000 investment from a company who made $2.7 billion in revenue last year. Please let me know if you will need any other material other than the footage to complete the REPLACEMENT of our Inspire 2 and relevant accessories.

Best,
Cam

*I want to make it very clear here as well that I will not send the drone back in for another "repair" as the issue is never resolved. It wastes more and more time and it's come to the point where I have legal support from my corporate company and my business partner to initiate a class-action lawsuit on this case. I really hope that it does not have to come to this, as a company of your caliber should not be handling an RMA in this manner, nor should replacing this equipment be so difficult. I'm writing this post here to continue with my documentation and to make it clear I've let multiple parties associated with DJI know my intent and frustration. As I've stated multiple times, a replacement is what we require, as it's clear your troubleshooting and repair process is insufficient and unorganized. We have given you plenty of chances. Please feel free to reach out and organize a replacement, we are willing to be cooperative to come to an outcome that is fair to us.

Thank you,
Cam

In-Flight Studios Posted at 2018-8-14 11:23
Hi Mindy,

I wanted to make you and anyone else following this thread aware that I've sent this in to the most recent support email I received:

Cameron, thanks for getting back to us. I understand your situation and very sorry for the inconvenience. The team will keep following up the case, please kindly send the unit in at your earliest convenience, we'll try our best to help you figure this out.

Thank you Susan, I truly hope this is the last time this needs to be discussed! I have tried to be extremely fair and feel as though I'm left with no other options. We'll see how this goes. Do you know why DJI has been so reluctant to replace the airframe? It is undoubtedly the issue as everything else has been replaced and by process of elimination the airframe is the only remaining thing that could be faulty.

I have just sent this to Jan from DJI support:
Hello Jan,

Thank you for reaching out and introducing yourself. To make things clear once again, we will not accept a resolution other than a complete replacement, new in the box. I think after the hassle and struggles we've experienced that is the least we can ask for, either that or a full refund. I have attached the images I mentioned I would include from the most recent fix in this email,


As you can see, the vertical lines are still quite present, especially in the sky. There is also random noise scattered throughout the images. The settings are right in the peak performance zone of the sensor, at 1/120 shutter speed, 3.5f and ISO 100.

Here is the download link for a video shot at the same time, the same day, etc. as the photos: https://wetransfer.com/downloads ... 180815135331/e6dc3b

Once again, we are requesting a replacement or refund. There has been more than enough wasting of time sending it for two weeks over and over just to have it return with the same issues.

Thank you.

Sincerely,
Cameron

I want to include that email on this thread for redundancy's sake and to make it clear that the issue persists.

In-Flight Studios Posted at 2018-8-15 16:18
I want to include that email on this thread for redundancy's sake and to make it clear that the issue persists.

The team will keep follow up your case during the working time, please allow them some time, thanks!

Hi Susan,

Like I said earlier, I'm willing to cooperate should a fair and desired outcome is reached. Please keep in mind that I've allowed the team almost 10 months of time so far to figure this out, which is far more than enough.

-Cam

In-Flight Studios Posted at 2018-8-16 05:06
Hi Susan,

Like I said earlier, I'm willing to cooperate should a fair and desired outcome is reached. Please keep in mind that I've allowed the team almost 10 months of time so far to figure this out, which is far more than enough.

Cameron, upon checking the case log, the management has tried to contact you but didn't get through, and the voicemail is full. Please kindly advise when you are free for communication, I'll re-arrange for you, thanks!

DJI Susan Posted at 2018-8-17 00:09
Cameron, upon checking the case log, the management has tried to contact you but didn't get through, and the voicemail is full. Please kindly advise when you are free for communication, I'll re-arrange for you, thanks!

Hi Susan,

That's weird because I don't have any missed calls and my voicemail is not full. Please have someone reach back out.

In-Flight Studios Posted at 2018-8-20 05:32
Hi Susan,

That's weird because I don't have any missed calls and my voicemail is not full. Please have someone reach back out.

Hi Cameron, upon checking the case, our manager has contacted you and explained the current status, please let us know if you have further concern, thank you.

DJI Mindy Posted at 2018-8-21 01:22
Hi Cameron, upon checking the case, our manager has contacted you and explained the current status, please let us know if you have further concern, thank you.

Hi Mindy,

Yes, that's correct. I've spoken with Jayson on the phone and told him that I'm requesting a full replacement or a refund. He acknowledged and informed me I am to ship the drone in one more time. Crossing my fingers that this is finally settled and no further action needs to be taken. I will be shipping the drone within the next few days.

Thank you,
Cam

In-Flight Studios Posted at 2018-8-21 03:52
Hi Mindy,

Yes, that's correct. I've spoken with Jayson on the phone and told him that I'm requesting a full replacement or a refund. He acknowledged and informed me I am to ship the drone in one more time. Crossing my fingers that this is finally settled and no further action needs to be taken. I will be shipping the drone within the next few days.

Glad to know that, please send in at your earliest convenience, we also hope the issue will be figured out soon.

Hello,

I just wanted to include the following letter on this thread as we will be including it on the outside of the box and the inside of the box that we are shipping today via the UPS label your support team has provided.

8-22-18
To DJI:
RE:  CAS-2025511-S8Z6R1
We are returning to you the following products via your supplied UPS label:

1 DJI Inspire 2 aircraft; serial #: 0A0LE9P006000M
1 DJI Inspire 2 controller; serial #: 0D4DEB600R0002
1 DJI ZenmuseX5s gimbal and camera w/15mm lens; serial #:  0ABDDL25030908
1 Hard Case

This is the 8th time DJI has attempted to repair the issue (which has spanned just short of a year in time) and each attempt has failed.
This has resulted in both lost income on scheduled shoots as well as the inability to schedule new projects.  Also we have appeared less than professional as a result of client video being unusable because of the malfunctioning equipment.
At this time will we accept only all new items to replace all of the items listed above or a full refund for the product based on our receipt from B&H PhotoVideo, New York, who have been notified of this situation. It would be our preference to have the new equipment.
Please ship the new items upon receipt of return of these defective components via UPS 2nd Day Air.
Thank you for your cooperation in this matter.
Sincerely,
Cameron Karosis; Drone Pilot and Videographer
15 Maple Avenue  Kittery, Maine  03904  207-752-6672

As stated multiple times on the phone, on this forum, and on emails sent to the support team, we are not requesting a repair. We are requesting brand new equipment or our money back. There should not be any difficulty as far as "figuring out" how best to approach this situation. It's a simple refund request. Any analysis done should not be done in an effort to repair the drone and have it sent back. We are still under warranty and the drone is broken, so we are requesting a refund or the issue of brand new equipment. We will not accept an outcome that results in our equipment being sent back "repaired". Thank you and I'm confident this provides crystal clear messaging as to what we are requesting as customers.

In-Flight Studios Posted at 2018-8-23 04:37
Hello,

I just wanted to include the following letter on this thread as we will be including it on the outside of the box and the inside of the box that we are shipping today via the UPS label your support team has provided.

Hi Cameron, I understand the whole process and how frustrated you are, I sincerely hope there would be a great outcome.

Thank you Mindy.

I am happy to announce that I've been contacted by a DJI service rep and they have told me that they are willing to give me a new, in-box Inspire 2. I want to thank DJI Mindy and DJI Susan for helping me with this, even if I was quite frustrated at times. While it took FAR too long for this to happen, I'm glad that DJI has chosen to make things right and give me a replacement of the drone. Thanks again for all the help and needless to say I will be buying the insurance plan upon arrival of the new Inspire 2.

Cam

In-Flight Studios Posted at 2018-8-31 06:21
I am happy to announce that I've been contacted by a DJI service rep and they have told me that they are willing to give me a new, in-box Inspire 2. I want to thank DJI Mindy and DJI Susan for helping me with this, even if I was quite frustrated at times. While it took FAR too long for this to happen, I'm glad that DJI has chosen to make things right and give me a replacement of the drone. Thanks again for all the help and needless to say I will be buying the insurance plan upon arrival of the new Inspire 2.

Cam

That's great! Glad to hear this news. Wish you receive the package soon.