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Issue with Warranty Coverage
485 27 3-14 18:19
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fans37402f40
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Was landing my Mavic Pro (was about 35 feet up per logs) when all of a sudden it simply dropped.....from a security camera (that I sent in with repair request) I could tell the motors all stopped and the unit just fell and actually glanced off the hood of my vehicle.   I synced the logs with DJI as requested and sent the unit in after going through the online repair order process.....bascially hoping to find out why the unit simply stopped flying.   I had just extended the warranty a month before (thus had been flying the unit for 13 months without incident).   The extended coverage was $79 for replacement with fee and extended the original warranty another 12 months until 2020.   
DJI support responds that no assessment was done as to why the unit failed since the warranty had expired.   And proceeded to say I pay $200 to repair the until or go the $79 route of DJI Care Refresh coverage.    I was confused about that response and sent in a reply to "Belle" in support asking why the no warranty aspect and also ask why no assessment was done as to why the unit failed, especially sent I sent in a video showing the unit simply fall.    Seems since the unit was simply damaged they assumed I crashed it and didn't bother to look through the logs I had synced with their system (again, they told no assessment was done...geez).    Belle, in support, responded by ignoring all my questions about what was going on and simply repeated ... repair the unit or use DJI Care Refresh coverage.   

Are these people instructed to be brain dead.....no reference to my concerns were made at all.   They want me to rollover and simply accept what they want to do and ignoring all the data I submitted to find out what happen.   I really want to know why the unit simply dropped out of the sky.

Bottom line....pretty disappointed in DJI support right now.....what gives with these clowns....

Most recent email below

Thank you for your response.

Upon checking your case, CAS-2801890-N9H7G6, our invoice team has sent you the quotation. There are 2 options for you. You can choose to repair the unit or you can choose to use your DJI Care Refresh to replace it.

To proceed with the repair/replacement of the uni, please refer to the quotation that was sent to you.

Thank you for choosing DJI products and have a great day!

Best Regards,

Belle


DJI Technical Support

email data from DJI  - Your request(#2022306)has been updated, please reply the email below.

3-14 18:19
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DJI Mindy
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Hi there, we sincerely apologize for the unpleasant experience with our customer service on behalf of our support team, upon checking the email and the system, you have purchased DJI Care Refresh+ and the warranty period of your product has been extended, the data analysis can be applied during this period. Your concern has been escalated to the appropriate team to follow up, we will have someone to contact you soon, please wait patiently, thank you.
3-14 19:16
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fans37402f40
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DJI Mindy Posted at 3-14 19:16
Hi there, we sincerely apologize for the unpleasant experience with our customer service on behalf of our support team, upon checking the email and the system, you have purchased DJI Care Refresh+ and the warranty period of your product has been extended, the data analysis can be applied during this period. Your concern has been escalated to the appropriate team to follow up, we will have someone to contact you soon, please wait patiently, thank you.

Thank you very much......look forward to additional communication.......
3-15 05:18
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fans37402f40
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As an additional component that I did not previously mentioned.....the camera stopped recording on its own about 3-4 minutes before the unit lost total power.....do not know it there is or was any connection with the unit losing power.
3-15 05:22
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JJB*
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Hi,

if you like post your flightlog on here, using > https://www.phantomhelp.com/LogViewer/Upload/

cheers
JJB
3-15 06:41
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fans37402f40
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DJI Mindy Posted at 3-14 19:16
Hi there, we sincerely apologize for the unpleasant experience with our customer service on behalf of our support team, upon checking the email and the system, you have purchased DJI Care Refresh+ and the warranty period of your product has been extended, the data analysis can be applied during this period. Your concern has been escalated to the appropriate team to follow up, we will have someone to contact you soon, please wait patiently, thank you.

WHY IS THE SAME PERSON WHO PROVIDED THE POOR SUPPORT HANDLING THINGS STILL?
I'M ASK TO PROVIDE ALL THE SAME INFORMATION I ALREADY PROVIDED A WEEK AGO.....I WANT SOMEONE ELSE TO HANDLE THE ISSUE.....GEEZ .....ITS A GOOD THING YOUR DRONES USUALLY FLY BETTER THAN YOUR SUPPORT STAFF....I'M A BIT FED UP WITH THIS WHOLE THING

Belle (DJI Support)

Mar 15, 23:30 CST

Hi Sam,

Thank you for your response.

We understand where you are coming from, please allow me to assist you further. Regarding the data analysis, we are more than willing to reconsider the data analysis for you to investigate the cause of the incident. Kindly export the whole Flight Record folder from your mobile device. To export this data, please check the steps below:

To Export Flight Record using iOS Device
1. Connect a mobile device to a PC.
2. Run iTunes.
3. Go to menu "Apps".
4. Choose App "DJI GO 4"
5. Select "FlightRecord" folder
6. Click "Save to" to export flight records to your PC.
7. Send the whole folder back for analysis.

To Export Flight Record using Android Device
1. Connect a mobile device to a PC.
2. Choose connection type as  "Transfer file".
3. The computer will show the mobile device internal storage disk.
4. Enter folder directory "..\InternalStorage\DJI\dji.go.v4\FlightRecords"
5. Send the whole folder back for analysis.

Please provide us with the following information below:
- Date and time of the incident: 2019-03-08
- Description of how the incident happened and what you tried to control it:?

In any case that you received an error sending the file because it is too large. We suggest uploading the file to Google Drive or DropBox and provide the shareable link to us. Once we have the information, we will forward it to the respective department to conduct another data analysis for you.

Your understanding and cooperation are highly appreciated.

Thank you for choosing DJI products and have a great day!
Best Regards,

Belle
DJI Technical Support
Website: http://www.dji.com/support
Youtube: http://s.dji.com/Youtube-DJI
3-15 07:40
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DJI Mindy
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fans37402f40 Posted at 3-15 07:40
WHY IS THE SAME PERSON WHO PROVIDED THE POOR SUPPORT HANDLING THINGS STILL?
I'M ASK TO PROVIDE ALL THE SAME INFORMATION I ALREADY PROVIDED A WEEK AGO.....I WANT SOMEONE ELSE TO HANDLE THE ISSUE.....GEEZ .....ITS A GOOD THING YOUR DRONES USUALLY FLY BETTER THAN YOUR SUPPORT STAFF....I'M A BIT FED UP WITH THIS WHOLE THING

I am terribly sorry for the trouble, Sam. I will ask the proper team to check and double confirm.
3-16 00:46
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fans37402f40
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DJI Mindy Posted at 3-16 00:46
I am terribly sorry for the trouble, Sam. I will ask the proper team to check and double confirm.

I re-submitted all the original data yesterday 3-17-19.   logs videos and explanation...  Even got an email response on two videos showing the drone falling.
*******************

Chay (DJI Support)

Mar 18, 20:08 CST

Dear Sam,

Thank you for contacting DJI Technical Support.

We appreciate the time and effort you spent in reaching us. I'm happy to assist.

I went ahead and attached the video you sent for the case CAS-2844160-C7F3V9.

Should you have further concerns on this matter, please don't hesitate to contact us again.

Thanks for choosing DJI and have a great day!
Chay
DJI Technical Support Website: http://www.dji.com/support
Youtube: http://s.dji.com/Youtube-DJI

**************************************************
Got the following email just now.....was away from phone....but was confused on the content of the email......geez.....responded back to call again.

DJI Support (DJI Support)

Mar 19, 02:38 CST

Hi Sam,

Good day! I hope you are doing fine.

I have tried to call you regarding your complaint but your phone can't get through. We wanted to talk to you about this in order for us to at least to know exactly what are your concerns and thoughts about this. We wish that we can hear from you soon for us to come up with a reasonable solution to settle things up. Please reply on the thread whenever you are available all you can give us the best phone number and time that we can reach you. Sorry for the inconvenience caused and have a great day.

Best Regards,
Christelle
Manager, DJI Customer Support
Website: http://www.dji.com/support
YouTube: http://s.dji.com/Youtube-DJI

****************
I really don't know what's going on with this deal now......submitted a repair order....explained what happen....synced logs with DJI....provided a video....and now the above email.....geez....
3-18 11:46
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fans37402f40
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fans37402f40 Posted at 3-18 11:46
I re-submitted all the original data yesterday 3-17-19.   logs videos and explanation...  Even got an email response on two videos showing the drone falling.
*******************

Bottom line.....all I want is.........if possible an explanation on why the until lost power and fell 35 feet and if it won't be repaired by warranty....tell me why.   It's to a point now.....I almost ready to say, return it to me and I will fix it somewhere else.   Since it lost power and I don't know why  I no longer have any faith in the unit being reliable to fly.   Not a complicated issue.   
3-18 11:55
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fans37402f40
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fans37402f40 Posted at 3-18 11:55
Bottom line.....all I want is.........if possible an explanation on why the until lost power and fell 35 feet and if it won't be repaired by warranty....tell me why.   It's to a point now.....I almost ready to say, return it to me and I will fix it somewhere else.   Since it lost power and I don't know why  I no longer have any faith in the unit being reliable to fly.   Not a complicated issue.

Well.....sent a reply to call again (reference latest email)....have waited almost two hours and no return call.....now have to be away from the phone......this seems to be about as unprofessional support as it gets......I get the impression it's all smoke and mirrors to help and they simply want me to use the DJI Care Refresh coverage I have....geez
3-18 12:50
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DJI Mindy
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fans37402f40 Posted at 3-18 12:50
Well.....sent a reply to call again (reference latest email)....have waited almost two hours and no return call.....now have to be away from the phone......this seems to be about as unprofessional support as it gets......I get the impression it's all smoke and mirrors to help and they simply want me to use the DJI Care Refresh coverage I have....geez

We sincerely apologize for the unpleasant experience. The request has been forwarded to the team and we'll keep you updated on the latest progress.
3-19 01:19
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fans37402f40
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DJI Mindy Posted at 3-19 01:19
We sincerely apologize for the unpleasant experience. The request has been forwarded to the team and we'll keep you updated on the latest progress.

DJI support really needs to get its act together.....any resolution to my issue appears to be no where in sight, yet this morning I get this survey feedback request.....it's just a game it seems

Dear Sam,

We value our customers’ opinions and strive to continuously improve our service. We’d like to hear what you think about the service you just received and invite you to answer our Customer Survey.

Please access our survey through the following link:
https://survey.djicorp.com/questionnaire/paperinfo/20151119002?lan=en&ticketid=2027741&groupname=PH_NA&agent=MabelZhang

Thank you for your participation!
3-19 05:17
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fans37402f40 Posted at 3-19 05:17
DJI support really needs to get its act together.....any resolution to my issue appears to be no where in sight, yet this morning I get this survey feedback request.....it's just a game it seems

Dear Sam,

To:
DJI Support

Mar 19 at 1:28 PM

I appreciate the email....could someone tell me why the unit quit flying at 35 feet...plus the camera stopped recording a few minutes before it simply fell.  I really can't trust flying the unit again until I know why it fell.   If you people can't figure it out....well....the drone will be worthless to me....I won't fly it again...Thanks.


Dear Customer,



Your repair service of Mavic Pro will be covered under warranty. Repair will be finished within three to six business days.

Case Info.

Customer


Case No.

CAS-2801890-N9H7G6


Quotation Date

2019-Mar-19


Remark


Updated Invoice. Dear Customer After carrying out the damage assessment, we found that your product will be covered under warranty. We'll either repair it or replace it with a product that's new or equivalent to new in both performance and reliability. For more information, please visit (http://www.dji.com/service/policy).
3-19 10:30
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DJI Mindy
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The survey email was sent by the system automatically, you can ignore it if it bothers you. Upon checking the case, the accident was caused by non-pilot error and we will provide the warranty service, please don't worry, we will get it solved.
3-20 00:34
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fans37402f40
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DJI Mindy Posted at 3-20 00:34
The survey email was sent by the system automatically, you can ignore it if it bothers you. Upon checking the case, the accident was caused by non-pilot error and we will provide the warranty service, please don't worry, we will get it solved.

Thanks for the post.....from my point of view....I was landing the unit when it simply fell.....sure would like to know what caused the issue.   I realize I will probably be getting a different drone since DJI usually replaces a product sent in for repair with another it seems, but by chance I do get the same unit back, it sure would be helpful knowing why the unit fell....at this juncture that's all I'm requesting....and I appreciate DJI's followup to determine I still had warranty coverage after the initial assessment said I did not.   Once again, it would be helpful to know why the unit stopped flying on its own.   Thanks for all the assistance.
3-20 05:46
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fans37402f40 Posted at 3-20 05:46
Thanks for the post.....from my point of view....I was landing the unit when it simply fell.....sure would like to know what caused the issue.   I realize I will probably be getting a different drone since DJI usually replaces a product sent in for repair with another it seems, but by chance I do get the same unit back, it sure would be helpful knowing why the unit fell....at this juncture that's all I'm requesting....and I appreciate DJI's followup to determine I still had warranty coverage after the initial assessment said I did not.   Once again, it would be helpful to know why the unit stopped flying on its own.   Thanks for all the assistance.

Hi Sam,

Thanks for getting back with us.

The explanation from our Data Analysis is because the power of the Aircraft shut off in mid-air because the battery that was used in the aircraft is too old. We suggest using a different battery once the repaired or replaced aircraft received from the Facility.

As of now the status of the case is in Quality Assessed and will be shipped within two business days.

Should there be any questions, please don't hesitate to reach us. Thank you.

Best Regards,
Christelle
Manager, DJI Customer Support
Website: http://www.dji.com/support
YouTube: http://s.dji.com/Youtube-DJI

Thanks for the reply.   

I have seven (7) batteries that I rotate through with my two Mavic Pro units.   The battery in use was one I labeled number 4 that was being used was not that old....6-8 months max without demanding use.....if the battery was the actual cause (which I still suspect something else caused the unit to stop flying) obviously a defective battery and not from just being "old".

Have not used that battery again with my other Mavic Pro.   I have discharged the battery and re-charged it several times and it seems to be working like it should....but have no plans to use it again other than a portable battery charger device.
3-21 04:43
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DJI Mindy
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fans37402f40 Posted at 3-21 04:43
Hi Sam,

Thanks for getting back with us.

According to the data analysis, we do not recommend to use that battery anymore. The drone has been shipped out, please test its performance when you receive it and let us if there is any further issue.
3-21 20:21
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fans37402f40
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DJI Mindy Posted at 3-21 20:21
According to the data analysis, we do not recommend to use that battery anymore. The drone has been shipped out, please test its performance when you receive it and let us if there is any further issue.

Yes....my comment above alluded to that.

A quick question.....since I now have another Mavic Pro with a different serial number, how do i go about transferring my DJI Care Refresh coverage I purchased for the unit that was just cover under the extended warranty to the unit I now have?   Thanks.
3-22 20:20
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DJI Mindy
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fans37402f40 Posted at 3-22 20:20
Yes....my comment above alluded to that.

A quick question.....since I now have another Mavic Pro with a different serial number, how do i go about transferring my DJI Care Refresh coverage I purchased for the unit that was just cover under the extended warranty to the unit I now have?   Thanks.

The DJI Care Refresh+ has been transferred to the replacement, please check the status here: https://repair.dji.com/en/djicare/coverage
3-22 23:09
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DJI Mindy Posted at 3-22 23:09
The DJI Care Refresh +has been transferred to the replacement, please check the status here: https://repair.dji.com/en/djicare/coverage

Thanks......and thanks again for all your assistance.....it has been much appreciated.....
3-23 05:29
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Just a post of battery that was being used when unit stopped flying.....battery had a total of 28 charge cycles per app when mavic pro quit flying while landing.   Production date was May 2017, but obtained battery last summer from DJI.....not sure what constituents "old" by DJI.....production date or number of charge cycles.....
3-23 07:15
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DJI Mindy
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fans37402f40 Posted at 3-23 05:29
Thanks......and thanks again for all your assistance.....it has been much appreciated.....

You are very welcome, please keep us updated if you have any further concern.
3-24 23:27
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fans37402f40
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DJI Mindy Posted at 3-24 23:27
You are very welcome, please keep us updated if you have any further concern.

Just curious, what is DJI's policy regarding batteries under the DJI Care Refresh coverage?    My research online seems to show a lot of conflicting data regarding batteries.     Thanks.
3-26 07:03
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DJI Mindy
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fans37402f40 Posted at 3-26 07:03
Just curious, what is DJI's policy regarding batteries under the DJI Care Refresh coverage?    My research online seems to show a lot of conflicting data regarding batteries.     Thanks.

Hi there, for the Mavic series, the DJI Care Refresh covers the aircraft, gimbal, camera, battery and propellers. More details, you may visit this link: https://www.dji.com/service/djicare-refresh/info#terms
coverage.png
3-26 22:56
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fans37402f40
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DJI Mindy Posted at 3-26 22:56
Hi there, for the Mavic series, the DJI Care Refresh covers the aircraft, gimbal, camera, battery and propellers. More details, you may visit this link: https://www.dji.com/service/djicare-refresh/info#terms

Thanks....
A question from a post above....   


Just a post of battery that was being used when unit stopped flying.....battery had a total of 28 charge cycles per app when Mavic pro quit flying while landing.   Production date was May 2017, but obtained battery last summer from DJI.....as to the battery causing the unit to fall, not sure what constituents "old" by DJI.....production date or number of charge cycles.....
3-27 07:35
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DJI Mindy
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fans37402f40 Posted at 3-27 07:35
Thanks....
A question from a post above....   

Per the data analysis, it is a warranty case, that is, the battery issue, we didn't have more specific info of which constituent is old, but this battery is not working great and we do not recommend to keep using it, thanks for your understanding.
3-28 23:54
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DJI Mindy Posted at 3-28 23:54
Per the data analysis, it is a warranty case, that is, the battery issue, we didn't have more specific info of which constituent is old, but this battery is not working great and we do not recommend to keep using it, thanks for your understanding.

I guess that's why DJI only has a 6 month warranty on its batteries, which is not much......I wish DJI would have just said they did not know why the unit failed.....I don't think the battery was the issue with only 28 charge cycles....but still won't use it.
3-29 07:25
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DJI Mindy
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fans37402f40 Posted at 3-29 07:25
I guess that's why DJI only has a 6 month warranty on its batteries, which is not much......I wish DJI would have just said they did not know why the unit failed.....I don't think the battery was the issue with only 28 charge cycles....but still won't use it.

Appreciate your understanding, if there is any further problem, please keep us updated without hesitation, have a safe flight.
3-30 00:30
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