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Focus wheel lost resistance
363 9 1-12 12:40
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LaurenOE
lvl.3
Flight distance : 902230 ft
United States
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So I have a new Ronin - S, and when I turn the focus wheel, all of a sudden, instead of it being damped, it looses the damping, and almost spins freely!?!
If I wait a few hours...it regains its damping, but as soon as I turn it a bit, goes back to almost zero damping.
It looks like maybe there wasn't enough "grease" when they made mine?
Anyone else?

Lauren
1-12 12:40
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fansa605563a
lvl.3
Flight distance : 11775 ft
United States
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I had to take it apart when it went super loose. Inside is a bolt that was getting loose. Just tighten it and you should be good. It was not worth the trouble to send it in for a $60 part and wait 2-3 wks to get it back
1-12 17:50
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LaurenOE
lvl.3
Flight distance : 902230 ft
United States
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Ok...now to figure out how to do that.
1-12 18:00
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DJI Mindy
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Flight distance : 7 ft
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Hi Lauren, we are very sorry to read the issues with Focus Wheel and the inconvenience caused, we do not recommend to fix it by yourself since the warranty could be affected. If it loses the damping completely, please contact our support team www.dji.com/support to start a ticket, we will provide the proper resolution according to the diagnosis, thank you.
1-13 20:35
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LaurenOE
lvl.3
Flight distance : 902230 ft
United States
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DJI Mindy Posted at 1-13 20:35
Hi Lauren, we are very sorry to read the issues with Focus Wheel and the inconvenience caused, we do not recommend to fix it by yourself since the warranty could be affected. If it loses the damping completely, please contact our support team www.dji.com/support to start a ticket and send in for further evaluation, we will provide the proper resolution according to the diagnosis, thank you.

Done. Now lets see how much of a hassle it will be.
1-14 05:38
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DJI Mindy
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LaurenOE Posted at 1-14 05:38
Done. Now lets see how much of a hassle it will be.

Our repair center will get it addressed as soon as possible, if you need any assistance, please feel free to keep me updated, I will do my best to help.
1-15 01:00
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LaurenOE
lvl.3
Flight distance : 902230 ft
United States
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DJI Mindy Posted at 1-15 01:00
Our repair center will get it addressed as soon as possible, if you need any assistance, please feel free to keep me updated, I will do my best to help.

Well, thanks Mindy.

The interaction was fair to inconvenient. I had to make a little video to justify what was going on, then, the repair folks said... "Recently we have received some feedback about the tightness of the Focus Wheel's knob, some of them are very tight, some are very loose, and in response to this, we have optimized the user experience and operation accuracy by adjusting the Ronin-S Focus Wheel's degree of tightness accordingly. Please do not worry, as the tightness does not affect the Focus Wheel's function so it is safe to use. "

With that paragraph, they were basically saying "some are tight" and "some are loose" everything is fine. That means poor quality control and ignores that mine started off tight, but became loose within days. A focus wheel is designed to hold focus, so a loose one is defective. That doesn't bode well for the Ronin -S which is a pro product, and I am a professional.

I said NO, and they said "Just for YOU, we will replace it."

I am sending the old one back for - I hope -  a replacement.

I also ordered the Tilta one.
1-15 01:58
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DJI Mindy
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LaurenOE Posted at 1-15 01:58
Well, thanks Mindy.

The interaction was fair to inconvenient. I had to make a little video to justify what was going on, then, the repair folks said... "Recently we have received some feedback about the tightness of the Focus Wheel's knob, some of them are very tight, some are very loose, and in response to this, we have optimized the user experience and operation accuracy by adjusting the Ronin-S Focus Wheel's degree of tightness accordingly. Please do not worry, as the tightness does not affect the Focus Wheel's function so it is safe to use. "

We apologize for the improper explanation form our support team on this matter, we will arrange the replacement service for your Focus Wheel and get it sorted out a soon as possible. Hope you will get the replacement soon.
1-16 01:48
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LaurenOE
lvl.3
Flight distance : 902230 ft
United States
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DJI Mindy Posted at 1-16 01:48
We apologize for the improper explanation form our support team on this matter, we will arrange the replacement service for your Focus Wheel and get it sorted out a soon as possible. Hope you will get the replacement soon.

Thanks Mindy. They also said that...in a few days if I was in the USA that I will be getting a UPS shipping label sent to my email address. That has not happened yet.
1-16 04:59
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DJI Mindy
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LaurenOE Posted at 1-16 04:59
Thanks Mindy. They also said that...in a few days if I was in the USA that I will be getting a UPS shipping label sent to my email address. That has not happened yet.

OK, if you need further assistance, please let us know without hesitation.
1-17 23:32
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