Robstunner
lvl.3
Flight distance : 41483 ft
United States
Offline
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So recently I purchased a DJI Mavic Pro Refurbished from NewEgg. I figured since it was sold from DJI official, it would be OK. Boy was I wrong.
Long story short, I was flying the Mavic on Christmas day outside my in law's cabin (wide open area for taking off and landing). As I was flying around landing it manually, the RC disconnected from the Mavic at no more than 3 meters away from me. RTH was pinpointed at 13m away from the drone according to the flight log they sent me. The RC disconnect was out of the blue, without any signal interference warnings or issues (also confirmed by flight log). The Mavic then held position, stopped about 12ft above me, stopped again, then FLEW AWAY from RTH by about 20ft. It then hovered there for a little bit and flew right into the trees. Destroyed the gimbal and all rotors. I send it in to Newegg and DJI for refund and they refused to refund my purchased. They are saying that It is MY fault the controller disconnected from the drone, triggering RTH under trees. While I wont lie, I was NEAR the trees, the drone flew underneath the trees on it's own when it disconnected. Not only is it DJI's fault for the disconnection from RC issue, but also for flying the wrong way from RTH, to get to RTH. For DJI to blame me for the fault is an abosolute ridiculous claim.
RTH crash FLY075 1. Unit took off with normal GPS signal, unit was responsive. 2. At t=513s, unit lost RC connection and triggered RTH when unit was 13m away from home location
That it literally what they sent me about the drone log. #3 was crash reported after RTH.
After multiple phone calls and even Newegg trying to push a refund in siding with me, DJI still refuses. They stand by their claim that my drone crash was caused "by user error." Looking further into it, I noticed that ALL the 1 star reviews on the Newegg MavicRefurb website have to deal with problems with them being refurbs. I do not have the only crash complaint on there. It is absolutely insane to completely discredit your customer when there are plenty of more people, unhappily, who are dealing with similar issues. I do plan on filing a formal complaint with the Illinois Attorney General's Office as well as the BBB although BBB isnt what they once were with customer help
After a SECOND evaluation of flight log data, they are still unwilling to admit any fault. They purely stated that they will just "not issue a refund as the unit was not malfunctioning." However, they are continually flat out ignoring my two questions that I have been constantly asking:
1.) Should an RC disconnect at such a short distance (again, 5ft) be expected? (especially since the DJI GO 4 App showed ZERO signal interference issues) (they replied to this and blamed my antenna position. I mean, really? at 5ft away the antennas could be removed and it should still be connected (mind you the adverts say it could fly up to 4miles away)
2.) During the RTH activation, the drone flew away from RTH before acending to the RTH altitude. Why did it fly away from home? (this is not how the instruction manual reads for an RTH activation)
I asked these two questions to them again today, and not one of them (DJI North American Management and DJI forum Admins) have taken any interest in replying. I am willing to take the hit in repair the drone on my own, but I want to make sure that others read my story and hopefully take it into consideration. Please buy yourself 3rd party insurance like the one State Farm offers. I would not expect DJI to uphold any kind of care refresh claim with this level of abhorent customer service. DJI Thor has replied so far, stating the same BS that I got from other DJI employees, however they still don't have an answer for the second topic.
The only advisable way to fly these $1000 drones is to make sure you have a 3rd party insurance attached to them. Because these things will inevitably have a problem and DJI will not be there to stand by their product (unless you pay them to fix it). |
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