djiuser_eyrzCuA1soHR
lvl.1
Flight distance : 48724 ft
United Kingdom
Offline
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Hello all,
I have an issue I’m hoping someone here may be able to advise on. There is a chance that the options I’ve been given are the only ones available but I do feel a bit let down by the support given.
I took my mavic air out to Lake Vrynwy a couple of weeks ago, it’s an absolutely beautiful place to see, especially from the air with a drone. I wanted to get some good shots of the dam, initially I did. I got the drone to pan from one side to the other, took a 200ft dronie and took some nice aeb shots. I wanted to get a close up shot of the dam and then get another reverse pan away shot of the whole dam. All was going great, I flew close enough for the sensors at the front to trigger, I know this is a risky move but I had faith in the drone as I have had a few months experience with drones. This is because I also have a Spark. The drone was situated below the take off level in front of me looking directly at the dam, it’s at this point the drone feed stopped to my phone. I can assure that there where no obstacles between the controller and the drone. I just assumed it was one of the random disconnects that occasionally happen and the signal would just come back, as it usually does. This want the case though, the signal just stopped! I watched the drone fly forward directly into the wall of the dam and crash into the waterfall. It’s safe to say that it is lost indefinitely. I have no idea as to how or why.
I have contacted support to raise an issue for this. I have synced my flight logs, attached the logs to emails and given a full description of my experience. There have been some quick replies initially and the logs have been looked into. The feedback I have got was that the logs show that I had full control of the drone right up until the end of the flight and as such there isn’t any warranty issue. I agree that the control was the during the entire log, it is however after the disconnection that the unusual behaviour happened. They have offered me a 30% discount on replacing the drone, battery, props and a memory card. This is an ok gesture from the supports side of things but I do feel like the responsibility has been avoided.
I responded to try and see if there where any logical aspects of the flight log they could take into account. The flight log clearly shows where the drone took off, the full flight I took and it’s final point before the signal stopped. The final point clearly shows that it was hovering below its take of altitude and the place where it was. These details show clearly that this isn’t the kind of place I would purposefully disconnect control of the drone myself and there is no logical reason why the I would want to end the flight in that place. However, this isn’t something that the support team are willing to take into account. I asked if there are any details on the logs to show reason as to how or why the control disconnected. The response I got was “As to your inquiries, we want to remind you that the remote connection of the aircraft can be interfered with by outside sources and invisible interference. Flying near any large amounts of concrete, steel, power lines, wifi technology, and other man-made sources can affect the behavior of the aircraft. The connection has been lost, which referred that the remote couldn't receive the signal of the aircraft, it was just like flashlight, under which situation you would not see the flashlight: 1) the light was blocked; 2) it was too far; 3) it ran out of power. So for your case, the aircraft wasn't far away and it had enough battery capacity, then the only reason could be that the connection between the aircraft and the remote was block by obstacles or invisible interference. This kind of interference affected the aircraft itself, but pilot might not detect it with eyes. That didn't mean any abnormalities or product malfunction.” The area didn’t have any phone signal, the nearest building that had any WiFi was around 400ft away and there was clear sight between the controller and the drone.
I’m posting this here for 2 reasons. First to see if there is any advice anybody could offer towards my situation and second to get my experience known by people, that way if others are in a similar situation they can also share the experience they had.
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