I've read the horror stories here and originally planned on not sharing my experience but I need to vent. I'm totally speachless (but evidently can still type ;) )
Background (cut and paste):
I have 29 years in RC and was flying a 5K run event for the organizers.
I have not had any issues with the Inspire 1 until May 31st. During filming, I lost control of the craft.
I had full telemetry and video but was unable to control the craft. I decided to engage the return to home by turning off my remote.
The thought process was that if the aircraft was not responding to my inputs, lets have it's own failsafe initiate the RTH.
Thankfully, I was high enough to clear obstacles during the fly away and the RTH engaged as designed.
So In short, had a fly away and by turning off the controller, RTH initiated and flew home - great. But I wanted to make sure all was Okay. So I emailed DJI.
No response.
Emailed again - No response.
So I end this to DJI:
I emailed DJI on June 01 regarding a fly away on May 31st.
I have 29 years in RC and was flying a 5K run event for the organizers.
I have not had any issues with the Inspire 1 until May 31st. During filming, I lost control of the craft.
I had full telemetry and video but was unable to control the craft. I decided to engage the return to home by turning off my remote.
The thought process was that if the aircraft was not responding to my inputs, lets have it's own failsafe initiate the RTH.
Thankfully, I was high enough to clear obstacles during the fly away and the RTH engaged as designed.
When the aircraft returned, I powered down and regained my composure. Since I needed to film the event,
I powered on the unit for preflight. The gimbal vibrated maybe 5 degrees in every direction.
It never hit the physical stops of the gimbal but it was there just shaking. I powered off the unit, removed the gimbal, inspected, and reseated.
Powered on the air craft and it behaved as it should. I verified my sensor settings and decided to fly the aircraft again but from a safer
altitude for the rest of the event.
So something was totally off. How can open a ticket?
DJI has yet to respond to my emails.
And this is where I get upset.
I receive two emails:
<email 1>
Thank you for contacting DJI Technical Support. I checked our mail system, there is no email record of you.
Normally, if you sent an email to inspire1@dji.com, you'll receive an auto reply to inform you with the ticket number. For your case, do you have any video of the gimbal problem? Also, is there any error message on the APP screen?
May I know your current location? Thank you for choosing DJI. Best Regards, DJI Product Application Technical Support
<email 2>
Thank you for contacting DJI Technology. We are a North American Customer Service and Repair facility.
I really do apologize to hear about the issue you are having with your unit. You now have a ticket and I am sorry for the inconvenience that you have had with not getting any response. What can I do to further assist your needs?
Thanks for flying DJI
I reported a genuine fly away. But DJI won't acknowledge that I am reporting a fly away. Instead I get concern about the gimbal anomaly and concern about response times? Am I in the wrong? Tahoe-Ed, informed me that I should call the support line. Unfortunatly, after waiting 45 minutes, I hung up. Perhaps I should just stay on the line and see where it goes. I'm just stumpped.
Any advice is greatly appricated.
-David
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