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433 16 2-12 06:46
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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How long does it take to get an answer from warranty services?

I synced my flight records and sent the following in.

Subject: Spark suddenly crash without warning
Message: Ive been flying my drone and getting used to. Today I flew it and everything was fine.. I went up vertically and was flying backwards in sport mode and as it got over water it stated lost signal and I heard the drone propellers stopped and it dropped in the water. It sunk. I'm very depressed about this and have thoroughly enjoy it up until this. Is there any help from your end? I bought it from an authorized ebay seller  
2-12 06:46
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DJI Diana
Administrator
Flight distance : 2408 ft

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Hi there. Sorry to read about the crash. I will formally call the attention of the team that handles this case to initiate follow-up. Rest assured that you will receive an email regarding this. Kindly reach us again if you have other concerns. We appreciate your patience. Thank you.
2-12 10:26
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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Appears my Drone is under warranty for malfunction.
2-12 15:47
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Jstclair360
lvl.2
Flight distance : 11394 ft
United States
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djiuser_DgwmT2aGWv31 Posted at 2-12 15:47
Appears my Drone is under warranty for malfunction.

Did you get an email from dji saying it was under warranty?
2-12 19:41
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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Jstclair360 Posted at 2-12 19:41
Did you get an email from dji saying it was under warranty?

According to our records, we recently concluded the Data Analysis of the incident. Please see the results of the investigation below:

Date of the flight: Jan 26, 2019, fly057.
SN: 0BMCE9S0115CW3
1. The aircraft was in Sport mode and responded to RC command well;
2. T=03:48, H=62.8 m, D=74 m, the app record ended while the aircraft flying backward art 13.8 m/s;
3. Last Position: 30.4348832 -84.6084158.
Conclusion:
No pilot fault. Warranty.

Since our investigation concluded as a product malfunction, at this point we are providing warranty service. I have sent a follow-up to our designated department in high priority for the best solution we can offer. We will contact you regarding this as soon as possible.
2-12 20:10
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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DJI Diana Posted at 2-12 10:26
Hi there. Sorry to read about the crash. I will formally call the attention of the team that handles this case to initiate follow-up. Rest assured that you will receive an email regarding this. Kindly reach us again if you have other concerns. We appreciate your patience. Thank you.

how long will it take to receive my Spark? I received an email for a survey but I'm not taking it until my drone is here
2-16 05:57
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DJI Diana
Administrator
Flight distance : 2408 ft

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djiuser_DgwmT2aGWv31 Posted at 2-16 05:57
how long will it take to receive my Spark? I received an email for a survey but I'm not taking it until my drone is here

Hi there, thanks for getting back with us. Kindly wait for email notification from our Data Analysis Team for further updates with your case. Please bear with us while we handle your case accordingly. Thank you.
2-16 12:10
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ajf3103
lvl.3
United Kingdom
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djiuser_DgwmT2aGWv31 Posted at 2-12 20:10
According to our records, we recently concluded the Data Analysis of the incident. Please see the results of the investigation below:

Date of the flight: Jan 26, 2019, fly057.

Hi Sir,
When did you first open your case? I have been waiting 5 days for a response as to what the outcome will be and its very stressful...
2-16 12:30
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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ajf3103 Posted at 2-16 12:30
Hi Sir,
When did you first open your case? I have been waiting 5 days for a response as to what the outcome will be and its very stressful...

January 26, 2019. They are slow at responding and you might need to stay after them. I am waiting on my under warranty spark currently
2-16 15:57
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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DJI Diana Posted at 2-16 12:10
Hi there, thanks for getting back with us. Kindly wait for email notification from our Data Analysis Team for further updates with your case. Please bear with us while we handle your case accordingly. Thank you.

Dear Customer,


Thanks for your patience.

This is Dora from data analysis team, and I will be assisting you on this case from now on for related inquiries about data analysis.

The unfortunate incident that occurred to your aircraft has been confirmed as a warranty case according to our data analysis.

If the aircraft cannot be recovered, we would like to offer you a replacement, Spark Sunrise Yellow aircraft (without the remote controller and battery charger). Please kindly send us the following information:
Shipping address:
Contact name:
Phone number:

----------If the model is incorrect, please let us know.
----------We’re sorry to tell you that the discount cannot be applied to any other model other than the original one and it cannot be credited to your account.

Should you have more questions about the result of the data analysis, please reply to this email directly within 15 calendar days. Then we will contact you via email in 2-3 working days.

Thank for your support, have a nice day!

Best Regards,
Dora
DJI Technical Support
2-16 15:59
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ajf3103
lvl.3
United Kingdom
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djiuser_DgwmT2aGWv31 Posted at 2-16 15:57
January 26, 2019. They are slow at responding and you might need to stay after them. I am waiting on my under warranty spark currently

Thanks for responding,

I received my email this early morning stating its under warranty and they will also replace it so im now at the same stage as you. Ive responded with my postage details so i guess its just a waiting game again. Great news anyhow

regards
2-17 00:45
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QQRUCH
First Officer
Flight distance : 297772 ft
Spain
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djiuser_DgwmT2aGWv31 Posted at 2-12 20:10
According to our records, we recently concluded the Data Analysis of the incident. Please see the results of the investigation below:

Date of the flight: Jan 26, 2019, fly057.

Hello, have you been informed of the failure that caused the spark to fall to the ground?

Thank's for you info & best regards!
2-17 09:29
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DJI Diana
Administrator
Flight distance : 2408 ft

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Hi there, thanks for getting back with us. We already forwarded this inquiry to the data analysis department for them to respond to your inquiry via email as soon as possible. Rest assured that this will be sorted out sooner and with ease. Appreciate your support and understanding.
2-17 10:35
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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QQRUCH Posted at 2-17 09:29
Hello, have you been informed of the failure that caused the spark to fall to the ground?

Thank's for you info & best regards!

malfunction of aircraft non pilot error
2-17 12:54
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Jstclair360
lvl.2
Flight distance : 11394 ft
United States
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I need to DJI to see all these posts. I have had the same issue, they even said it isn't pilot error, but they are only offering me a 30% off coupon.
2-18 10:22
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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Jstclair360 Posted at 2-18 10:22
I need to DJI to see all these posts. I have had the same issue, they even said it isn't pilot error, but they are only offering me a 30% off coupon.

What they wrote to me. No mention of  discount , but  replacement.

If the aircraft cannot be recovered, we would like to offer you a replacement, Spark Sunrise Yellow aircraft (without the remote controller and battery charger).
2-18 12:20
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djiuser_DgwmT2aGWv31
lvl.1
Flight distance : 32920 ft
United States
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djiuser_DgwmT2aGWv31 Posted at 2-18 12:20
What they wrote to me. No mention of  discount , but  replacement.

If the aircraft cannot be recovered, we would like to offer you a replacement, Spark Sunrise Yellow aircraft (without the remote controller and battery charger).

Received new replacement today. Currently charging battery
2-25 12:34
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