Chuck101
Second Officer
Flight distance : 27815 ft
United States
Offline
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This is the exchange that occurred between myself and the DJI Technical Support personnel. It becomes very obvious they do not pay attention to the information you supply. They needlessly complicate everything. There is no getting a simple answer to a simple question.
Original request:
I was getting a status indication on the rear LEDs of my Spark that is not defined in the User Manual. The status indication was as follows:
Solid red for 2 seconds
Off for 1 second
Solid red for 2 seconds
Off for 2 seconds
Flashing green (P-Mode with GPS)
This pattern repeats every 10 seconds.
The Spark was stable and responded well. No control problems were experienced. No error indications on the GO4 app.
I had several on-line support chat sessions with Mary (9/11), Mark (9/14) and Rickson (9/18). I wanted to know what was the meaning of this status pattern. As requested a video was sent clearly showing this LED status pattern. The consensus was this was likely a Critical Error. This information and video was reportedly forwarded to the "development team". I was first told I would hear something in 24 - 48 hours. That did not happen. Then I was told it would be 5 business days. Nothing was ever received.
At that point (9/19) I requested a case number and shipping label. The Spark was sent in for repair based on what I was led to believe was possibly a Critical Error. Case number CAS-xxxxxxx-xxxxxx.
Subsequently, after the Spark had already been shipped, I was able to establish through other non-DJI sources that this status indication was in all probability a No Fly Zone warning. It so happens I am near an airport.
The repair facility reported "no fault found" with my Spark. In light of the information I now had this was no surprise.
Bottom line is all of this wasted time shipping and troubleshooting could have been avoided if DJI had documented this LED status indication of the Spark or at least provided this information to the on-line support chat session employees.
In addition the DJI Forum Administrators (DJI Gamora) refuse to confirm or deny this No Fly Zone warning indication. Very poor support from them as well.
After all the inconvenience DJI has caused me I deserve an explanation.
1.Why has DJI failed to document or even acknowledge the existence of this No Fly Zone warning LED status indication?
2. Why do the on-line support chat session employees and the DJI Forum Administrators not have access to this information?
3. Exactly what does DJI gain by withholding this information?
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DJI reply:
Thanks for your email.
Could you please give us the detailed address or coordinates of that issue happened ?Please send me the information in the format of longitude: 1.123456; latitude: 1.123456 ,so we can check first ?
And based on the information ,you have a spark ,may i know when you are at that location ,did your DJI GO 4 APP ,has any reminders that shows you are in or approaching an airport ? If you happens at the same location now ,could you please send us a screen shot of the DJI GO 4 APP ,map page ?And a screen shot of the DJI GO 4 about page ?So we can check for you ?Also ,may i know what device you use to connect the drone ?Iphone ?Or Android phone ?
If you have any further question, please feel free to contact us. We're always here to help.
Best Regards
Bruce
DJI Technical Support
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My reply:
DJI has got to be one of the most difficult customer service companies I have ever had the displeasure of having to deal with.
You are hell-bent on making things just as unnecessarily complicated as you possibility can. All the information you need was given in the original post. Is there anyone there that actually has any English language reading comprehension skills? If so, please pass this to them.
The ONLY issue at hand here is WHAT DOES THE DESCRIBED SPARK STATUS LED PATTERN REPRESENT?
And WHY DO YOU REFUSE TO DOCUMENT IT?
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DJI repy:
Thank you for contacting DJI Technical Support.
What you have experienced is no more acceptable to us than it is to you. If I were in your position, I think I’d feel just as you do.
For the status led indicator on the rear of the aircraft that means it is turned on and self-diagnostic status.
This is actually available on our website you may check this link: https://dl.djicdn.com/downloads/Spark/Spark%20User%20Manual%20V1.6-.pdf.
This status normally happens when you turn on the spark or it is on idle and not connected with a remote controller.
I sincerely apologize if our colleagues from our chat team were not able to address it right away. I have attached a picture of the manual that shows the led indicators. It may not be the same as what you have explained but rest assured that it is normal and as you have mentioned there is no other problems with your spark.
I hope I was able to address your concern today.
Should there be anything else please feel free to contact us directly.
Thank you for choosing DJI.
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My reply:
And the DJI blindness continues.....
Sherrie, you are not paying attention to what I have sent. This is NOT a diagnostic. A diagnostic pattern will not repeat every 10 seconds nor will it occur while in flight. I am surprised you don't know that. I am not so ignorant as to not know what the status definitions are in the manual. The pattern I describe is NOT there. Sending a copy of that is pointless and only substantiates you do not understand.
By now I am quite sure the non-DJI sources were spot on that this is a No Fly Zone warning. I have seen video of a Phantom showing this same indication. I was hoping that DJI would actually publish this.
I do find strange that DJI does not know its own product any better than this. I am guessing now you probably have corporate lawyers that will not permit you to answer direct questions. This seems to be a common characteristic on the DJI Forum as well. Sad state of affairs for your customers.
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DJI reply:
Thank you for your response.
I would feel the same in your situation, but we will sort this out. The response I provided you was just based on how it was described. To simplify this please send us a video showing the situation indicated.
Should there be anything else please contact us.
Looking forward for your response
Thank you for choosing DJI.
Best Regards,
Sherrie
DJI Technical Support
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My reply:
At this point I question if you have even read the ORIGINAL email for this.
Here is a video:
https://drive.google.com/file/d/1qhxOY6sMw0cKtLP1jwxCcmSfP9GUPUPP/view?usp=sharing
What you see in the video is EXACTLY as I have described it.
Why all of this procrastination? The question has ALWAYS been a very simple one: What does this Spark status LED indication mean?
Solid red for 2 seconds
Off for 1 second
Solid red for 2 seconds
Off for 2 seconds
Flashing green (P-Mode with GPS)
This pattern repeats every 10 seconds.
Stop complicating things and answer the question!
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DJI reply:
Thank you for your response.
Based on the video you sent it is 5 seconds blink red, 7 seconds blink normally if blink is like this, it should be the drone is close to Restricted Zone.
May we know your exact location while you are flying your spark? If possible please send us a copy of your flight record.
Please try to upload the flight records to the cloud: https://www.skypixel.com/videos/eb25afd9-4d2e-4484-b1b9-f17ce90f14da
If you fail to do it, please send us the flight record's text files on your mobile device. Please also export the cached video to us if you were recording a video when the incident happened. Attached is the PDF instruction for your reference.
Please note, the flight-records are only stored on the device you were using during the flight. Any connection problem will interrupt the recording process of the flight-record. Once you have downloaded the flight-records, please reply to this email with the flight records attached.
Should there be anything else please feel free to contact us.
Thank you for choosing DJI and we are looking forward to your early reply.
Best Regards,
Sherrie
DJI Technical Support
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My reply:
All of this non-sense and you FINALLY confirmed what I have been trying to get from DJI for a month!
"Based on the video you sent it is 5 seconds blink red, 7 seconds blink normally if blink is like this, it should be the drone is close to Restricted Zone."
You just combined the 2 sec red / 1 sec off / 2 sec red on into a 5 second blink red. That is the SAME thing. More evidence of your desire to complicate things as much as you possibly can.
Obviously you were not able to comprehend the original email. I truly believe you never read it. Had you actually paid attention you would have noticed I stated I was near an airport. I also suggested that this indication was a No Fly Zone warning. Restricted Zone is the SAME thing.
Time and time again the ignorance exhibited in the DJI replies about this issue has been overwhelming. DJI technical support has been absolutely atrocious. Hopefully I will never need your support again. It's just not worth it.
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