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DJI Charged me For a Bricked Camera Due To Their Upgrade
1214 19 2016-11-22
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DroneCityYT
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Hi so rwcently i sent in a DJI inspire 1 for repair due to an issue with the camera after update. A day later I get an email saying they are charging me $271 for a replacement camera because my warranty was over i dont feel like this is fair since this was no fault of my own ia there aomething I can do thanks !
2016-11-22
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DJI Natalia
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Hi DroneCityYT, would you please provide us your case number? we'll help you escalate it.
2016-11-23
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Donnie
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What is the Part they are replacing and or repairing that is effectivly totalling out your  camera   ?  Is it the Video transmission module ? Ask specifically what parts are broken on the camera  .  I find it odd that if it is the VTM that it broke during an update ( It can get corrupted ) did you have any crash damage at all ?

Also find out if this is for repair or are they replacing the whole camera with a BRAND NEW ONE -  270 bucks sounds like a lot . ( I read they are replacing but is it refurbished or what )
***This sounds to me like more  than just a broken or corrupted video module , since you're  update did not actually work (  1.9 according to the log failed to actually update ) you may have more than just the video module defective .

I need more data to figure this out.  

Sometimes these things just happen as well and  the warranty being out is just a bummer .  My family is in the car business and we go all out to try to cover things under warranty when we can , but sometimes you just cant and can get in HUGE amount of trouble if you cover  items that are out of the warranty, It sucks believe me  but there  must be some limit on repairs or you could not stay in business.

How long have you owned your system ?  are you the original owner ?

donnie
2016-11-23
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Daroga
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We all feel your pain. But please consider:

Most camera manufacturers (Nikon, Cannon, GO-Pro, etc.) offer one-year limited warranties in the US and perhaps longer durations in the EU and other areas, depending on warranty period legislation. Most venors also offer extended and professional warranty options. Likewise, DJI warrants their camera and gimbal systems for similar periods and also offers DJI Care if you choose to purchase an additional warranty option.

While we all wish our aircraft systems would operate and last forever; these devices are, in fact, complex consumables, without an infinite lifetime. DJI continues to be very supportive of their products and hopefully additional consideration can be given to your case.

Operational heating variations over time, vibration, simple use, and electrical connections/disconnections can cause a subcomponent failure. Hardware failures after an upgrade are more likely to be caused by post upgrade operation of a component that may fail due to changed system configuration parameters where the component fails due to its age and resulting tolerances.

While $271 may seem unreasonable for a replacement camera, if you search eBay or other sites, you'll see that used X3 camera and gimbals are priced above that cost -> usually between $300 US and $400 US. So getting a new and/or DJI rebrubished X3 for $271 is actually quite a bargin in the marketplace. Good luck with your case and always fly safe!
2016-11-23
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DroneCityYT
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Tip: The post by the administrator or moderators shield
2016-11-23
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DroneCityYT
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Donnie Posted at 2016-11-23 04:52
What is the Part they are replacing and or repairing that is effectivly totalling out your  camera   ...

The part that they are fixing is the camera main board they didnt say speciffically if they are fixing or replacing it but if they are charging a $65 service fee I would think they are repairing it. My friend is the original owner he started tbe case before i bought it for him he gave me the inspire with the shipping label already printed and instructions and I have had it for only a few days he has had it since 2014 with no crashes and only used it twice not even a scratch on it.
2016-11-23
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Gybo102
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Amazon is doing something like this with their tablets. lots of people are getting updates that are bricking them... Amazon says go buy a new one. Hope this gets worked out for you.
2016-11-29
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Dce
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I feel your pain, they wanted to charge me for bricking my batteries after an update... I mean if you are gonna make us update at least be liable for when the issue is in the update.
2016-11-30
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Wolfman
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Hi Drone City

just letting you know that during update version 1.8 in April this year, the upgrade process damaged the video module on my .

It took a lot of patience but it was eventually replaced by DJI. They initially wanted $781 aud just to repair it when a new one was about $150 more! I have never had a reasonable explanation from DJU how this could occur from an update that they relesed. If it was damage from an update like mine, then you must just keep on trying until you get someone that will come to the party.

Regards Wolf
2016-12-1
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DroneCityYT
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Wolfman Posted at 2016-12-1 03:47
Hi Drone City

just letting you know that during update version 1.8 in April this year, the upgrade  ...

Thank you still trying to work it out will keep you posted !
2016-12-1
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DroneCityYT
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UPDATE: Ended up paying DJI sent me a drone with another issue stuck in travel mode this is ridiculous
2016-12-25
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Donnie Stugots
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DroneCityYT Posted at 2016-12-25 15:38
UPDATE: Ended up paying DJI sent me a drone with another issue stuck in travel mode this is ridiculous

Did you update the transmitter before the aircraft , that could cause this .

doinnie
2016-12-25
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DroneCityYT
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Donnie Stugots Posted at 2016-12-25 16:04
Did you update the transmitter before the aircraft , that could cause this .

doinnie

No update was required but I was able to fix it by switching the landing gear switch on the RC up and down many times and all the sudden it worked
2016-12-25
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DroneCityYT
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Donnie Stugots Posted at 2016-12-25 16:04
Did you update the transmitter before the aircraft , that could cause this .

doinnie

But I also ran into a new issue when I flew the video was very shaky then the gimbal stopped working and I brought the craft down for calibration and to take it off and put it back on and when I went back up I had the same problem not sure if its the way I put in the camera though it seemed secure when I put it on
2016-12-25
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gcoudray
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ALWAYS the same !! 15 00 device not detected   08 00  device not detected.
And DJI says about a "hardware failure" HAHAHAH...
IT 's not true... It's only an updating problems... but ..
BE carefull, if you upgrade and miss an intermeditate version.. you're clearly .... and after.. DJI send you 271$ to repair.. I mean DJI dont advise people about you need to upgrade by passing on every version.. For ME  I never buy somthing from DJI !  NEVER!!!


You can try what you want.. >


[01458840]Version checking[4]...
[01458931][03 05][05] v34.2.0.9 -> v34.2.0.9 need upgrade.
[01459017][03 06][05] v2.2.6.19 -> v2.2.6.19 need upgrade.
[01459075][04 00][05] v1.40.0.0 -> v1.40.0.0 need upgrade.
[01459196][09 00][05] v1.7.0.3 -> v1.7.0.3 need upgrade.
[01459332][11 00][05] v1.7.0.0 -> v1.7.0.0 need upgrade.
[01459426][12 00][05] v1.8.0.0 -> v1.8.0.0 need upgrade.
[01459526][12 01][05] v1.8.0.0 -> v1.8.0.0 need upgrade.
[01459626][12 02][05] v1.8.0.0 -> v1.8.0.0 need upgrade.
[01459726][12 03][05] v1.8.0.0 -> v1.8.0.0 need upgrade.
[01472282][15 00][00] device not detected.
[01472381][17 00][05] v1.1.1.7 -> v1.1.1.7 need upgrade.
[01472521][17 01][05] v1.0.2.7 -> v1.0.2.7 need upgrade.
[01472602][19 00][05] v1.0.8.96 -> v1.0.8.96 need upgrade.
[01472654][01 00][05] v1.23.3419 -> v1.23.3419 need upgrade
[01472708][01 01][05] v1.23.3419 -> v1.23.3419 need upgrade
[01485261][08 00][00] device not detected.
[01485318]Packet upgrade failed at version checking.

And I have a simple question for DJI.. Why ? you dont check the current fw version BEFORE applying the new one ??? for easy money ? .. And of course.. you cannot downgrade.. It would be too easy...
I pretty hangry. and It's normal.
2017-10-7
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Donnie *
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gcoudray Posted at 2017-10-7 15:48
ALWAYS the same !! 15 00 device not detected   08 00  device not detected.
And DJI says about a "hardware failure" HAHAHAH...
IT 's not true... It's only an updating problems... but ..

The only correlation I have seen is if the AC and RC are on or updating at the same time this ( device not detected ) failure can occur .  OR if the update is left on the SD card and then the RC transmitter is turned on .  I don't think it is so much the update but the corruption that can be caused when the Ac is trying to update but still communicating with the RC.  NOW the strange part is it dopes not always Happen , I don't quite know exactly why it will corrupt some  files but not others .

good luck and I do agree DJI needs to fix this as it is a common problem .  Or at least make the warning to NEVER have the RC and AC updating or on at the same time.

Did you happen to have the AC and RC on while updating the AC ?  Or turn on the RC with the update still loaded on the SD card installed on the aircraft ??
*** The camera at mimimum will neeed to go in for repair or at mimimum recalibrated.  CANNOT be fixed any other way .

donnie
2017-10-8
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gcoudray
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Donnie * Posted at 2017-10-8 03:58
The only correlation I have seen is if the AC and RC are on or updating at the same time this ( device not detected ) failure can occur .  OR if the update is left on the SD card and then the RC transmitter is turned on .  I don't think it is so much the update but the corruption that can be caused when the Ac is trying to update but still communicating with the RC.  NOW the strange part is it dopes not always Happen , I don't quite know exactly why it will corrupt some  files but not others .

good luck and I do agree DJI needs to fix this as it is a common problem .  Or at least make the warning to NEVER have the RC and AC updating or on at the same time.

Thank you for your information.. I only upgrate the AC from 1.4 to 1.11.20 and => broke...  I'm not sure I will repair this drone because It cause me a lot of frustration to see that...
and I'm from switzerland.. I suppose to need to ship to neetherland.. and repaire and ship back ... not very interessting for me to paid, I dont know, but certainement ~500$ to do the job... so => phantom3 pro => 1 year in a box then => trash...

I'll see...
2017-10-9
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Donnie *
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gcoudray Posted at 2017-10-9 05:47
Thank you for your information.. I only upgrate the AC from 1.4 to 1.11.20 and => broke...  I'm not sure I will repair this drone because It cause me a lot of frustration to see that...
and I'm from switzerland.. I suppose to need to ship to neetherland.. and repaire and ship back ... not very interessting for me to paid, I dont know, but certainement ~500$ to do the job... so => phantom3 pro => 1 year in a box then => trash...  

You could just replace the camera, that will fix it .  Some used X3  on Ebay cost about 300 dollars .  Or you could just sell the Aircraft and RC without the camera or sell the camera for parts only .  some options here anyway .

Or I have an X5 camera  for sale for 1100. USA dollars ........

Wish I had better news for you .  It is a shame because it always happens when members simply try to update their machines .To me their is some glitch that causes this .

Do you remember if the RC transmitter  was on when you were updating the Aircraft ?

donnie
2017-10-9
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gcoudray
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Thank you again for your information. The RC transmitter was down when I make the update...
2017-10-9
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Donnie *
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gcoudray Posted at 2017-10-9 13:57
Thank you again for your information. The RC transmitter was down when I make the update...

You mean the RC transmitter was  "OFF" correct - when updaing the Aircraft .  Was the SD card with the update installed On the Aircraft  and  then you turned ON the Transmitter ?
Just trying to see what may have casued this - If the RC is  turned on during the Update process OR if the SD card with the update is still loaded on the Aircraft and the RC transmitter gets turned on it can cause the No Live Image problem .  BUT not always .

donnie
2017-10-10
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