Paul McMenamin
 lvl.1
Flight distance : 1191211 ft
Ireland
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Hi, Let me start by saying I love Dji drones, they are without doubt among the best on the market.Though I am in doubt if my relationship with dji will continue much longer.
On Monday night (03/10/16) my Inspire Pro crashed. It was in Return to home mode. The aircraft seemed to have much less power in RTH than usual, I attempted to cancel RTH, since it was going too slow to return in time. The DJI GO android app told me that RTH was indeed cancelled, however the aircraft did not respond to any input from the controller whatsoever, after this the aircraft flew away in the opposite direction. I tried to trigger RTH once again to make it return, I had camera feed but the Inpsire did not seem to respond to any input from the app, then no signal. I found the Inspire the next day, the aircraft was damaged, the camera and gimbal is broke. Prior to the flight the aircraft gave a warning that the temperature was too low, so I immediately landed as a precaution and allowed the battery to heat,restarted the aircraft and recalibrated the aircraft. After this I waited and there was no further warnings. Perhaps the battery issue had something to do with the incident???
I sent it off to have it repaired. First off my tracking number showed the date the package was received, it took 10 days to get a reply instead of the stated 5 on dji's website.
After that I received the repair invoice which notified me that I would receive a warranty repair free of charge. I rang the Netherlands office to confirm if this was indeed the case. The phone operator confirmed verbally to me, that yes I would receive a free repair, Brilliant. Then 2 days later another email, They changed their mind and I am being charged over 900 euro to have it repaired.
They sent me the diagnosis which laid out everything and said basically it was user error. I am insulted. I have crashed and admitted to wrecking 2 other drones so i didn't even bother sending them in for repair, since it was my own fault. I am even more annoyed because of the time it took them to unpack the machine, and having confirmed to me twice that the Inspire would be warranty repaired.
I have been a loyal customer and this was my seventh dji drone, that's almost €16,000 spent, including batteries, accessories, cases I have spent over the last 3 year's .
I had been planning on purchasing either a matrice or Inspire raw but not if this is the way they treat their customers who spend their hard earned money, especially now when there are viable alternatives available.
So I could pay this €900 and get my Inspire repaired and it will be the last time I will pay for any product from dji , ever, or your company could have my product repaired under warranty as I was originally told and we can carry on our relationship and I will continue to invest my money in your company and products which will mean alot more than €900 in the future. I know people who have had their machines repaired for free even after admitting to user error.
I am very frustrated with this situation, It's ridiculous. I bought another Phantom to keep me flying until the repaired Inspire would come back, which has used up any available budget for new gear until my planned purchase of Inspire Raw/Matrice in January/Feb. I am in Limbo, Very disappointed in the company I have invested so much in.
Sorry for the whole write up. Here is the case number if someone wants to look into it CAS-277325-G3S9J0
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