Hello Everyone,

I recently bought an Osmo but I must say I am rather disapointed. Let me enumerate why:

1) Every single video I took with my OSMO seems corrupted. I tried to change settings from MOV to MP4 which seems to have fixed the issue but quality seems pretty low. Also, the Osmo doesn't retain my choice for video format. I tried 4k, 1080p etc... It always switches back to 720p by itself. I went all the way from Shizuoka to Osaka for two cars shootings. All the video I toook with my osmo are broken. The funny part is that the automatic copy saved to my Galaxy S6 play perfectly well but all the video files on the SD card are unusable.

2) It is impossible to update the firmaware. I have tried everything. On my Android app it systematically fails at 20%. I also tried with my old iPhone 4S but after downloading the firmware, the app doesn't even offer the possibility to do the update. There is the upload screen but no percentage displayed and nothing happens. I then tried the manual update using the zip file availableon the website and followed the instruction in the (rather silly) youtube videot tutorial, you know with the colgate smile dude... only the left led flashes from green to red for about 30 seconds then stops. Nothing happens...

3) the device heats like a hotplate. I removed the smartphone attachement so I could have the osmo stand on my desk without tilting and when I grabbed it the metal socket where the attachement is normally fixed was so hot I could barely touch it.

So yep I have spent almot 800 bucks on a gizmo that doesn't work properly, doesn't keep the settings I've chosen, doesn't update, overheats, comes with apps that either drain batteries (android) or refuse to update (iOS) and fucks up videos depending on the mode chosen... So yeah I am not too happy. Maybe your intent was to offer a device that makes customers rage that much your camera can suddenly fly without the need of a drone all together? Serioulsy... What am I supposed to do now? Return this failure and wait for a better product made by the competition? Or maybe there is a hidden and secret way to fix all my problems by magic? Please tell me before I completely lose it...

Did you have a SD card inserted when you tried the update?

Hello!
Sorry for all of the troubles!
Don't worry! We'll try our best to figure out all of the problems step by step!

1) Could you please tell me your Osmo's firmware version and the DJI GO App version? Please make sure that you've always upgraded the firmware and the DJI GO App to the latest versions. The resolution of the live feed is 720p, if you wanna check the real quality of the image, please always go to the SD card for the original files. In general, while shooting, the images would be always saved in the SD card, it could be also saved in the cache of your mobile device if you turn on the Video Cache in the DJI GO App (Gear settings->General settings->Cache), what's more, you can review all the pictures or videos in the Playback.
If the original files in the SD card is broken, please try to check if your SD card is in good condition, you can format your SD card or change to another compatible SD card to have a try. If necessary, please upload the original files for our engineer's analysis.

2) About the firmware upgarde, please watch this official tutorial firstly:
You may need to try more than one time to upgrade it successfully.

3) When using the Osmo, the unit does turn hot, since the rosette mount is made of metal, so it would be hotter than the other parts. Usually, you can mount the mobile device holder and your mobile device so that you would not touch that part. This issue would be recorded and our engineers would try to find a solution in the near future.

More details about your problems would be appreciated!
Wait for your reply!

Here are my answers:

1) Could you please tell me your Osmo's firmware version and the DJI GO App version? Please make sure that you've always upgraded the firmware and the DJI GO App to the latest versions. The resolution of the live feed is 720p, if you wanna check the real quality of the image, please always go to the SD card for the original files. In general, while shooting, the images would be always saved in the SD card, it could be also saved in the cache of your mobile device if you turn on the Video Cache in the DJI GO App (Gear settings->General settings->Cache), what's more, you can review all the pictures or videos in the Playback.
If the original files in the SD card is broken, please try to check if your SD card is in good condition, you can format your SD card or change to another compatible SD card to have a try. If necessary, please upload the original files for our engineer's analysis.

I indeed use the latest version of the app. New firmware popped up yesterday in the app when I connected it. I have tried more than a dozen times. First attemped crashed at 36%, then all other attempts failed at 20%

I was not referring to the live feed but the camera setting where you can choose 4k, 180p, 720p etc... For some reason it always resets to 720p all by itself when I switch the device off. The quality of the .mov files on the SD cards are absolute garbage with stops,, imaged covered in pink lines, etc.. just like a broken file. I think the device does not properly records .mov files on the SD cards. I have tried two different SD cards, both brand new, including the one delivered with the OSMO. I have tried to format the SD cards both from the device and the PC. Finally the App is so badly designed that it crashed every time I try to check videos or even photos with it. I have no choice but using the phone's media app to playback the videos on it. Now here is a photo of what it looks like when playing the videos on my PC from the SD card


This was recorded in MOV mode. Switching to MP4 fixed the problem you can see on this picture but somehow reduced quality. Lots of noise... So it is either bad quality or fucked files... Awesome...

2) About the firmware upgarde, please watch this official tutorial firstly:
You may need to try more than one time to upgrade it successfully.
That is the first thing I did.  Nevertheless I did follow the instructions to the letter (it is not rocket science) but NOTHING worked...
As I've stated above, I have tried a dozen times... But maybe I should waste half a day trying about 50 to 60 times more to get the exact same result? Do you seriously think it is anything remotely close to a professional answer???

3) When using the Osmo, the unit does turn hot, since the rosette mount is made of metal, so it would be hotter than the other parts. Usually, you can mount the mobile device holder and your mobile device so that you would not touch that part. This issue would be recorded and our engineers would try to find a solution in the near future.
Great so if I don't want to have my big phone attached to the device I must just assume I have to use it like that... Do you provide duct tape so I can cover it? Obvious bad design here...


But that is OK I just wasted a trip to Osaka and hours of work... What other details would you like me to provide?

inyourface141@h Posted at 2016-5-9 15:47
Here are my answers:

1) Could you please tell me your Osmo's firmware version and the DJI GO App ve ...

Hi, unfortunately it all sounds like bad news, sounds like it has some sort of bad connection between the handle and camera, (maybe internal hardware issue somewhere) from what your problems are eg, going to default 720p,stops updating at a certain percentage or crashes, loss of feed to device, rosette mount gets very very hot (mine rosette only gets very warm not hot, my camera gets hot) all sounds like something to do with the 2 parts (camera/handle) not communicating properly, you may have to send it back  

Sorry to hear you've having issues.

I bought a used one and haven't experienced issues with 1) and 2). Using Note 4 (android) with latest version on go app & osmo firmware and sandisk class 10 microsd card from amazon.

Do you have the battery in the right way??

nigelbrinkmann Posted at 2016-5-9 23:04
Hi, unfortunately it all sounds like bad news, sounds like it has some sort of bad connection betw ...

Yep, and I guess it's typical Chinese stuff. Both device and customer service are below average. I've sent two emails, they keep sending me to another department (because you know, forwarding the email themselves seems to be totally beyond their competence). It also proves they don't have any fix to offer regarding my case.

I anticipated that so I already returned my camera to the seller yesterday. Because I am in Japan, a country where customer service actually means something they accepted to replace my Osmo immediately without waiting for the maker to check it and honestly, there is no need for a check, my Osmo was faulty from the start. For a 800 bucks product, the lack of quality and the disastrous customer service are unacceptable.

If the replacement osmo has the slightest problem I'll just get my money refund and look for other,  more  reliable alternatives...

Thanks everyone for trying to help and taking the time to read all my little drama...

inyourface141@h Posted at 2016-5-10 13:18
Yep, and I guess it's typical Chinese stuff. Both device and customer service are below average. I ...

Sorry for the frustration!
You may just get an inferior unit by accident.
I appreciate the CS in Japan and we're doing better. We'll try our best to improve.
I'm glad that your dealer has helped to exchange the unit for you in time.

If you have any problem with your new unit, please don't hesitate to let us know. All of our people will always try to help you out.

Thanks for your understanding and cooperation!

inyourface141@h Posted at 2016-5-10 13:18
Yep, and I guess it's typical Chinese stuff. Both device and customer service are below average. I ...

Good to see you have it sorted!, hope the next one you get works well for you

nigelbrinkmann Posted at 2016-5-10 17:57
Good to see you have it sorted!, hope the next one you get works well for you

Unfortunately it was just too good to be true. I received the camera today. Tested it an immediately found out they simply just sent me back the faulty unit. It immediately  connected to wifi on my phone, proof it is the same device and of course all the problems are still there... So I guess customer service in Japan is sometimes pretty shitty after all...

I now hate this camera so much I think I'll simply get a refund and look for something else...
EDIT: I was wrong there actually were MORE problems with a camera now switching off and back on by itself in the middle of of the shooting... just better and better...

inyourface141@h Posted at 2016-5-11 16:53
Unfortunately it was just too good to be true. I received the camera today. Tested it an immediatel ...

Hi,
Sorry again for the bad news! There must be a reason for the issues.
Before your attempts for a refund, may I ask you more questions so that I'll see if I can do any help or just figure out the problems?
What's your mobile device?
Are you using the X3 camera or X5 camera or X5R camera?
What firmware are you working on?

I apologize for any possible frustration caused! However, please don't worry too much, we'd like to help you always.

Wait for your reply!

inyourface141@h Posted at 2016-5-11 16:53
Unfortunately it was just too good to be true. I received the camera today. Tested it an immediatel ...

Mmmm..... I thought you were getting a replacement one? did you buy from dji store or another store that carries dji stuff,can you take it to a local store that stocks dji gear and exchange or money back?  

Welcome to Project DJI

DJI-Adela Posted at 2016-5-11 18:57
Hi,
Sorry again for the bad news! There must be a reason for the issues.
Before your attempts for a ...

Testing my "replacement" camera yesterday I found out that the network ID was the same so it immediately connected to my phone without asking for a PW. I therefore assumed they simply shipped back the very same faulty camera to me. Nevertheless I tested it and found out things were worst. Now both MP4 and MOV files are corrupted on the SD card (same problem as the shown on the photo I posted a few posts above). Also in the middle of the shooting the camera just switched off and back on by itself (battery at 60%)...

Of course I called the shop first thing this morning. They claimed they effectively replaced my device and giving me a different serial number... It can be all bullshit for all I know as I don't remember the number of the "previous" camera anyway.

Oh and of course, impossible to update the firmware on the "new" camera either...

So the conclusion is simple. Either they just returned my faulty unit back or the "new" one is faulty as well. In both cases I have enough of that garbage. If this really was a new camera then it shows how "good" DJI products' quality is. I am fed up, pissed and mad...

Bottom line I decided to get my money back and look for a product from the competition because either way I really can't afford to waste more time and energy.

I appreciate the fact you have at least tried to respond quickly though. Too bad I can only thank you for that...

@ nigelbrinkmann
I got it from the Rakuten shop named VANIA (Kabushiki Gaisha UI) effectively selling DJI products. They are based in Tokyo but I don't think the manager is Japanese. That explains some I guess...

inyourface141@h Posted at 2016-5-12 09:27
Testing my "replacement" camera yesterday I found out that the network ID was the same so it immedi ...

Hello!
I'm terribly sorry about the trouble you've had, but I really hope I can do any help. If possible, I'd like to look at the original videos you complained and more details about the problems so that our engineers could help to figure out the issues.

As for any dispute about sales, please consult with your dealer for the best solution. If you need any help, please let me know. Your case has been reported to our relevant department, and we'll look into the details carefully.

Hope that we'll have more opportunities to work with you in the future.

Thanks for your understanding and support!
Have a nice day!

DJI-Adela Posted at 2016-5-12 13:17
Hello!
I'm terribly sorry about the trouble you've had, but I really hope I can do any help. If po ...

Thank you but I have enough. I returned my OSMO today and I'll get my money back.

I believe the OSMO is a badly designed product that needs more development along with the horrible DJI GO app. So far I have lost confidence in your products and no longer plan to purchase any of them.

That said, if you want my original files and failed update logs I will gladly send them to you. Shoot me an email, you have all my info already.

A few more things regarding your customer service however:

After contacting them I was bounced to different addresses several times to finaly being told I had to contact the very first address I had sent my initial message to. I simply said I just returned my device already. Then I received out of nowehere another email telling me my DJI Technology account had been created and I had to activate it without me asking for anything. This morning I received an email telling my ticket had been resolved... What ticket??? Then again, ONE minute later I got that message saying that : "Based on the information received, your unit may need to be serviced for repair. " Wow, thank you Einstein, I hadn't that figured out already???

So Yeah I can understand that you have several services and they probably don't communicate well together... Still you must realize how it makes me feel about DJI right? I appreciate your kindness on this chat but it won't help much dear.

I'll tell you what. I have paid 75000 JPY for this faulty OSMO that cost me two contracts and made me lose tons of time. Now it's being sent back to UI K.K. and refunded. If YOU can send me one, tested, perfectly working and up to date, straight from your HQ, maybe I'll revise my judgement about your brand. Otherwise, I will check the alternatives form the competition and there will be more and more available from now on...

This scares me wanting to buy an osmo. We're all beta testers at this point only we pay them to test products.

inyourface141@h Posted at 2016-5-12 13:23
Thank you but I have enough. I returned my OSMO today and I'll get my money back.

I believe the  ...

I can understand your feeling now!
In order to have a better communication with you on this issue, could you please tell me your contact information so that our specialist could talk to you directly?

We'll try our best to provide you with a reasonable solution.

Wait for your reply!
Thanks for our cooperation!

After reading this post my osmo investment has been canned.

DJI-Adela Posted at 2016-5-12 15:32
I can understand your feeling now!
In order to have a better communication with you on this issue, ...

Give me a direct email address then and I'll contact you. I'm not posting mine here on the forum for obvious reasons.

inyourface141@h Posted at 2016-5-12 15:09
Give me a direct email address then and I'll contact you. I'm not posting mine here on the forum f ...

Thanks for your reply!
Could you please email to support.jp@dji.com firstly?
Our specialist will help to follow up your case seriously later.
Please tell me you Ticket No. once you get it so that we can track out your case easily.

Thanks for your cooperation!

DJI-Adela Posted at 2016-5-12 16:37
Thanks for your reply!
Could you please email to  firstly?
Our specialist will help to follow up  ...

Thank you.

I have no idea of my ticket number since I never created one and was only notified by you it had been closed...

To all Americans reading this post, I did an enormous amount of research before pulling the trigger, I feel my Osmo is AOK although I am working out the kinks. I had a lot of trouble the first few hours of trying to set it up but it all came down to my user error. As an old timer used to buying large cameras for $60K I don't expect perfection for this price point. However, the take away from the OP, who is in Japan so I don't know if he can do this but:

BUY FROM B&H AND GET THE TWO YEAR WARRANTY FOR $99!

That simple. With something as unreliable as this Osmo you must buy from B&H. No choice.

That's the way to go from reading many, many dozens of postings all over, not just here. They will easily take it back.

13clicks@gmail. Posted at 2016-5-12 08:26
This scares me wanting to buy an osmo. We're all beta testers at this point only we pay them to test ...

You don't have to worry about because I'm using mine for 4 months now and I have make some serious money with this beautiful and portable super duper stadycam. I just love it and I wish to manage to get an X5R.
U can buy it with closed ayes

ChicagoVideogra Posted at 2016-5-13 00:11
To all Americans reading this post, I did an enormous amount of research before pulling the trigger, ...

Thank you for your input. Unfortunately we don't have any shop offering a two years warranty extension. In my case it wouldn't help anyway because my OSMO was DOA.

I have sent the email with files and links to DJI but of course I was up for more BS. I didn't get any answer to my email but received another one asking me to evaluate the customer support... That must be a joke...
Funny to see a fanboy coming to the rescue in a topic that doesn't concern him... Funny too because it sounds so fake and added here in a lame attempt to balance things...

inyourface141@h Posted at 2016-5-13 09:18
Thank you for your input. Unfortunately we don't have any shop offering a two years warranty extens ...

What's your ticket number, we will follow it up ! Thank you!

DJI-Tim Posted at 2016-5-13 17:27
What's your ticket number, we will follow it up ! Thank you!

I don't have a ONE.

Âs requested by Adela I sent (again) an email and got this answer for the third time:

"Dear Valued Customer,
Thanks for contacting DJI Japan Support Center.
Sorry that we could only provide Japanese support, if you need English support, please contact our other support center according to your location:"

Because I'm in Japan it means you guys can't provide any support in English??? How long are you going to keep bouncing me to another address? How can a customer support being that fucked up??? But that is OK, three of my partners or friends have already cancelled their project to buy a DJI product after hearing from my experience.

Be sure I'll keep spreading the word... I just can't believe there is absolutely NOTHING you can do right. UNBELIEVABLE...

inyourface141@h Posted at 2016-5-14 11:57
I don't have a fucking ONE.

Âs requested by Adela I sent (again) an email and got this answer fo ...

Hi,
I beg your pardon!
Our Japan Support representative may just understand Japanese, he or she may be a Japanese.
Could you please write email in Japanese so that our job can go smoothly.

To process and help you out, we do need your cooperation! All we want is to solve the trouble for you with a best reasonable solution.

In addition, our different Support Center only specialize in different region, so I'm afraid you need to contact our Japan Support Center firstly. Our HQ staff will help to follow up your case to the most.

The Ticket No. should be included in the caption of your email, once you find it, please let me know.

Thanks for your understanding!

DJI-Adela Posted at 2016-5-15 12:51
Hi,
I beg your pardon!
Our Japan Support representative may just understand Japanese, he or she ma ...

Sorry but that was a bit too much trouble for me. I have returned my and got my money back, therefore I don't need your assistance anymore (I  seriously doubt I would have been able to get through anyway).

For now I'm not considering any DJI product, unless you can make the deal I asked by email. Otherwise I'll bring my business elsewhere...

inyourface141@h Posted at 2016-5-16 15:22
Sorry but that was a bit too much trouble for me. I have returned my and got my money back, theref ...

I am sorry for your experience with DJI JP support! However i'm glad you got this sorted out! The main reason we couldn't help you out is that you didn't provide us with ticket number, so there was no way to find your records in the system.Our colleagues are following your case, you will be recieving e-mail shortly
I apologize for this situation again
Have a good day!

DJI-Tim Posted at 2016-5-16 16:54
I am sorry for your experience with DJI JP support! However i'm glad you got this sorted out! The m ...

No Tim this is certainly not the reason. I never received a ticket number (therefore I could never give it to you but I explained that already a few posts above, wich, you obviously skipped...), all that because your services bounced me from JPN to US then to EU support. Don't try to put this on me. The only reason why it is now progressing is because one lady from your company took matters in her hands and came to me, by email, with a decent offer answering my initial request.

At this moment I still don't have any camera to work with so I will post here if or when things are really sorted out.

inyourface141@h Posted at 2016-5-16 23:40
No Tim this is certainly not the reason. I never received a ticket number (therefore I could never ...

Alright! hope you will get this things sorted fast

Wow, after reading these posts, it really scare me.
I got my Osmo directly from China last week, unable to activate because of "Invalid Device", went to the main support site, and this forum, bounce me to US support, got a ticket number, now it's been sitting for 3 days, no response !! Anyone experience how long it would take to get a response ?

I wounder if I should just return the unit for refund and forget about this for now until DJI can come out with a better product !?

I do sympathize with the OP.  And note also there are several DJI folks who are trying their best to help on the thread here.  But it seems that the DJI support process is broken in some way.

Person A can;t help if they don't have the ticket number.
But the OP was never sent a ticket number, and for some reasons the official email responses do not automatically include it (that needs to be fixed).
It may well be a faulty OSMO, but all DJI customers have to remember that this is bleeding edge technology and we are all Beta testers.
I have a Phantom 2V+ and an OSMO.  I've had great fun with both, but I've also been very glad of the support from the user community for both products.
In the case of the OSMO I think this is about one year away from being a proper product.
But if you want to fool around with advanced technology this is part of the fun :-)

daniellee@shaw. Posted at 2016-5-18 16:55
Wow, after reading these posts, it really scare me.
I got my Osmo directly from China last week, una ...

Hello, daniellee
If I am not mistaken, you're based on Canada, aren't you. For the customers in Canada, our US service center will take over all the matters in your region, that's why we suggest you contact support.us@dji.com
Our coworkers are trying to response to our customers as soon as possible all the time. Because of the massive workload everyday, there may be a little delay, I beg your pardon.

Please just wait for a while with a little more patience.
If you're really urgent, please tell me your Ticket No. so that I can help to track your case.

Thanks for your kind understanding.

Thanks Adela for your fast and responsive reply. Your kind support is very much appreciated and should be highly praised.
Yes, I reside in Canada and I ordered directly from main DJI site.

As suggested, I sent email regarding the activation issue to the US support, got a automatic email with ticket # back and the account to the support/ticket site. However, it has been sitting for 3 days and no reply. I also utilize the live chat option with the provided link and they simply refer me back to the US support.

Unable to activate my Osmo, I'm not sure if I will receive the warranty service.

After reading this post, and since you only have a 7 day exchange / refund policy, (half of that already spent waiting) I sent an email request for refund/exchange using the support tab on the DJI main site, today I got an email back from the US support with a pdf file and issued a different ticket number (#297008). Perhaps they merge both tickets, I don't know. But right now, they both show "Being Processed" on the ticket website.

I had reply to the US support email with the requested information, and hope they will reply soon.

I can be more patience if they can tell me the estimated response time. Without that, it is frustrating, not knowing if anything are getting through.
At this moment, my original ticket regarding activation still not reply. It is only your kind help in this forum that suggest I received an invalid device, and need to return the product.
So far, your support is great. But the overall DJI support is broken, and confuse.

daniellee@shaw. Posted at 2016-5-19 15:54
Thanks Adela for your fast and responsive reply. Your kind support is very much appreciated and shou ...

Thanks for your kind comment!
Since our live chat service is only in charge of the online instant services to give our clients some technical supports or guidelines, when it comes to the after-sales service procedures, we process all those in our support team whose contact is support.us@dji.com for your region.

In our management system, if there're two or more different tickets about the same issue, they would be merged into one Ticket in case of any confusion or mistake. Right now, I suggest you to stick in the Ticket NO. #297008 and response to the email in time. Once our coworkers receive your reply, they will always try to reply you ASAP based on provided information and the real situation. If you have any special requirement, please explain to our support team in email.

I'll help to follow up your case. You please also check your account in time. If you have any problem, please let me know.

Thanks for your cooperation and understanding.

geoffbennett@ya Posted at 2016-5-18 18:32
I do sympathize with the OP.  And note also there are several DJI folks who are trying their best to ...

I do agree with some of your comments and I want to point that I was eventually directly contacted by a very kind woman name Sophie who took matters in hand and came up with a solution. Now I'm waiting for a proper replacement because despite all the trouble I reckon efforts were made in order to answer my problems and decided to give these guys a second chance.

However I refuse to admit we are simple beta testers. A product like this must be optimized before it goes on sale but yes sometimes shit happens.

I just received the final edit of a video we produced for Lotus Japan made by the talented video maker we work with, some of it made with the OSMO and this only made me want to keep on trying. Now let's hope  the round 2 goes better than the first one! (^_^)

Hey there ...can you help me if i can use iPod touch 5th generation ! Does it support Osmo ?