Sestaceans
Second Officer
Flight distance : 3963865 ft
United States
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Geebax Posted at 2017-3-17 14:01
'If you don't mind, check out my previous post that explains the log issue (as I absolutely agree with you), and then I'll definitely be happy to answer further questions of any kind that you have.'
Why make us go searching for your previous post? If you want people to examine the data, then provide it here.
Thank you for you feedback Geebax. The issue at hand is why the drone crashed, not why the Active Track did not manually react (even though clearly did not with stick movements), but why it ignored the backwards enabled Active Track and instead defaulted to the Phantom 4 standard firmware and had a sensor failure while going 5 mph. My team has reconstructed the exact circumstances and have not been able to replicate this. Nigel has already made his voice heard on another thread which is wonderful. He has already made up his mind through his vote and his comments which I encouraged. For posterity I will go ahead and include the rest of the information. Again I would encourage those commenting who have not used the Phantom 4 Pro to reserve there analysis as the P4 and P4Pro are very different (disclaimer: I own both). Regardless, thank you for your comments. Hopefully together we can find out why DJI was not able to diagnose this drone. If it was in fact pilot error, that is fine. My only personal belief that I will share on this thread is DJI should at the very least provide an official reason for a warranty denial. Oddly they gave me 30 percent discount because they were not able to do a proper diagnosis.
Here is the information and the entire story for you Geebax and Nigel (even though you both were kind enough to to already comment and presumably read this, here it is). Please note the issue with the DJIGo application as it will answer your questions.
Thank you.
Instead here is what DJI did provide ot me in two contrasting statements NOTE (THE DRONE WAS FLOWN THROUGH THE DJIGO APP (not litchi-I don't even know what that is) BEFORE DJIGO4 APP WAS RELEASED). ALL specifcs are provided below in an epic novela
EMAIL 1 March 4th -
"We were able to review the information which showed CSV files that is only used with the Litchi app.
Due to that the determination from analysis and all things considered were are able to offer 30% off the invoice which brings it down to 155.00.
A new invoice will be sent and once it is paid we will begin the process.
Thank you for your understanding. "
EMAIL 2 March8th (I asked for an explanation of why a warranty was denied)
"The files were CSV files. We were not able to pull them from the Go App per out data analysis. Due to this we are able to offer a discounted repair and brought the invoice down as low as possible.
Please pay the invoice so we can begin repair or it is going to be sent back soon.
Thanks for your understanding."
Question: Why if you can't pull your onw logs would you automatically invoice the customer?
Log Notes:
1. The drone starts to swerve off course on Active Track at 1:36, notice that their are absolutely no stick movements.
2. Operator tried to kick out of Active Track manually at aprox 1:40 (Stick commands as follow, up, straight ahead, right) with no luck, the drone keeps going and crashes right at 1:42 (youtube Time Code) and spins to the ground.
3. Op was told a few days later that new firmware and the DJI GO4 application was "now available". The application had completely different firmware (as many of you already know).
FULL EXPLANATION
My Phantom 4 Pro was received as a ticket on Jan/06/2017 13:08:24 and dropped off 4 days later for shipping by yours truly. The unit was received on Jan/27/2017 02:28:12. In very short order it was diagnosed (Feb/01/2017 04:18:00). I received my final bill with a list of all the things they replaced. My total amount due was $222. DJI remarked simply, "Non-warranty". That was it.
Quote Date:
01-31-17
Remarks:
Non-warranty
I immediately emailed them since it was after hours, and asked DJI why this was not covered by my warranty and how did they see this event so different then me?. After all it said in my description exactly what happened and when...., surely they read these right ? During this time period I sent 4 regular emails to DJI support. I sent 2 messages to DJIsupport on Twitter, and posted 2 tweets to them. To add to that I had about 6 to 10 online chats depending on how long one has to chat to be defined a "chat", and 4 phone calls (one of which was about both the Phantom 4 Pro+ issues). I had one question in all of these messages. I asked them to provide me information as to why I was being charged and gave them the exact Date of Accident:2016/12/9 0:03:06 . So I think it is fair to say that I told DJI exactly when the accident happened down to the minute. I also stated exactly what happened
After my drone crashed it still flew perfectly. It was dinged up though, and since I was told it was going to be covered by a warranty due to the circumstances. Once our Phantom4Pro+ arrived to our business , I sent the Phantom4Pro back to repair the damage that occurred on 2016/12/9 . All my other flights are documented and no errors occurred However, it looks like DJI read ONLY the last logged flight that was done on my Phantom4Pro, which was from my back porch, and happens to be 20 feet high. Even though there are absolutely NO error messages and no reason to suspect any type of error (as the drone landed perfectly, with no movement and with the proper shut down joystick technique.) , what did DJI say? Well, two tech phone staffers said in the most ambiguous terms, that something due to a battery issue occurred and that it was a pilot error. Seriously. This is all I was told. No straight answers, no emails back, no nothing, except that something about battery power while piloting--not even a straight answer. However I took this with a grain of salt because this drone was never crashed after 2016/12/9 , and I knew the exact cause of why it crashed and the craft was actually filming at the time. So DJI's story simply doesn't jive. When on my last call today with DJI, someone once again said it had something to do with the battery but wasn't sure, but he would find out right then and their. Unfortunately nobody was in the "shop". So he would get back to me IMMEDIATELY. Now that was a promise I got hopeful about. Unfortunately as of this writing I have not heard anything.
Here is the issue, and most importantly for me, nobody has given me a reason as to why this wasn't covered under the warranty. Nobody has directed me to which log they gathered this information from since my drone was flown several more times before it was sent to DJI, it flew perfectly however It just didn't look Shiny and New because of the initial damage. The gimbal was banged up for sure, however it worked great and caused absolutely NO issues. Sooo, The issue here is not the money, and it isn't about the drone (well, a little . It's about the fact that nobody till this hour has answered me as to one simple question as to why I'm being billed and why won't DJI provide me the logs with the flight information they used. My first request for ANY information was acknowledged to be received on February 3rd by DJI (# 371316.). So this would have meant, they have not responded to a simple email request in 22 days. However, DJI found time to send me 3 invoices for $222. So as they were able to ask for money, they still have not told me what log they were looking at that made them conclude it was pilot error. So why wouldn't DJI just simply give me an easily proven reason? Because It would be impossible based on the log they did look at.
First off everyone knows the DJIGO4 application is used in conjunction with the Phantom 4 Pro. So obviously you would look through the flight records and look for any abnormalities, which I imagine they did. Like I said they took the last flight that was flown in my back yard and theorized that since it was landed at 20 feet high, it must have crashed or something crazy like that. Unfortunately for DJI, there aren't any error messages, no abnormalities, and absolutely nothing to support it was anything but a smooth landing....ON MY DECK (20ft up) What they forgot though is that the date of my crash, which happened at 3:06pm, was the same day DJI announced the release of the the DJIGO4 application about 30 minutes later. So they didn't take in to consideration that my logs for the crash were actually in the DJIGo application which they couldn't have seen in the DJIGO4 app where they looked. One reason is because they weren't even synced in to the DJIGO app until I just synced them 2 days ago. If DJI had looked in those logs they would have seen these flights and immediately seen that the Active Track was Activated and backed up directly in to a poll. They also would have seen a million error messages and abnormalities that are the hallmarks of crashes. However it's my opinion that DJI forgot (just like me) that when the phantom4pro was first released, the DJIGO was it's launch app. HOWEVER, they were given the exact date and time down to the second. Lastly, right after the crash, I went back inside, and guess what. I uploaded the firmware, and guess what. My drone didn't even come with the correct operating system. So faulty sensors, faulty active track, and the wrong firmware. I also am TOTALLY fine if they made this mistake. I just don't understand why they can't get back to me with ANY information in 22 days and counting
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