Chris_YY
Member
I want to share an absurd and irresponsible after-sales service I received from DJI support. Please read it through before replying it's my fault causing the crash.
Long story short: my Mavic Air lost balance after takeoff and crashed into the salt water while I was traveling in Bolivia. After shipping the drone to the repair team, I received the response that my drone ran out of battery and crashed in my second flight, despite the fact there were 4 flight logs in total on that day.
(The last two flights were less than 2min because the gimbal was tilted and I was calibrating. There was no way the drone could fly after the crash in salt water.)
So I made a complaint online and one of your US supervisors contacted me. I told him the repair team ignored my description in the email and missed the last two flight logs. Also I have the video recording to show my drone was still flying after “the crash”.
After 5 days I received the exact same conclusion as the first time, still saying my my drone crashed in my second flight, yet they refused to mention the two flight logs after “the crash”. The supervisor gave me 20% discount on the repair fee and just CLOSED my case.
I tried to reach them again by email and by phone but no one answered. I contacted DJI online support but it's a dead end.
To be honest, I was big fan of DJI and planning to purchase my third DJI drone. Now I just want to thank DJI for saving me 800 dollars after this experience.
Word of advice: Make sure your drone is recording during the takeoff and landing of your every flight, in case the same thing happens on you and you have no evidence.
I made another post "Truth about DJI Care Refresh" http://quadcopterforum.com/threads/truth-about-dji-care-refresh.15421/
Answers for some expected replies:
1. This post is about DJI customer service, not my pilot error. Any pilot error is NOT an excuse for terrible customer service.
2. On the second flight, it was in low battery and I cancelled return to home because the ground was covered in salt water and I had to do palm landing, that's why I walked to the drone and the flight logs ends in 1.3m height. The drone successfully landed on my palm in the end of second flight.
3. I didn't buy DJI Care Refresh because I don't like refurbished drone and I definitely wouldn't pay $515 for a refurbished drone.
4. I had three batteries and I did not fly it with an empty battery on the last two flights. The last two flights were less than 2min without images because the gimbal was tilted and I was calibrating.
5. There were 2 hours between the second and third flight on that day, I don't think any Mavic can survive after 2-hour corrosion by salt water.
UPDATE on March 23:
After I post my experience on Chinese social media, I received a phone call yesterday morning from a DJI supervisor. This time he told me my drone crashed in the third flight on that day after further data reviews. He promised me he would sent me an email with more explanations but it's been 3 business days and so far I've got NOTHING.
Long story short: my Mavic Air lost balance after takeoff and crashed into the salt water while I was traveling in Bolivia. After shipping the drone to the repair team, I received the response that my drone ran out of battery and crashed in my second flight, despite the fact there were 4 flight logs in total on that day.
(The last two flights were less than 2min because the gimbal was tilted and I was calibrating. There was no way the drone could fly after the crash in salt water.)
So I made a complaint online and one of your US supervisors contacted me. I told him the repair team ignored my description in the email and missed the last two flight logs. Also I have the video recording to show my drone was still flying after “the crash”.
After 5 days I received the exact same conclusion as the first time, still saying my my drone crashed in my second flight, yet they refused to mention the two flight logs after “the crash”. The supervisor gave me 20% discount on the repair fee and just CLOSED my case.
I tried to reach them again by email and by phone but no one answered. I contacted DJI online support but it's a dead end.
To be honest, I was big fan of DJI and planning to purchase my third DJI drone. Now I just want to thank DJI for saving me 800 dollars after this experience.
Word of advice: Make sure your drone is recording during the takeoff and landing of your every flight, in case the same thing happens on you and you have no evidence.
I made another post "Truth about DJI Care Refresh" http://quadcopterforum.com/threads/truth-about-dji-care-refresh.15421/
Answers for some expected replies:
1. This post is about DJI customer service, not my pilot error. Any pilot error is NOT an excuse for terrible customer service.
2. On the second flight, it was in low battery and I cancelled return to home because the ground was covered in salt water and I had to do palm landing, that's why I walked to the drone and the flight logs ends in 1.3m height. The drone successfully landed on my palm in the end of second flight.
3. I didn't buy DJI Care Refresh because I don't like refurbished drone and I definitely wouldn't pay $515 for a refurbished drone.
4. I had three batteries and I did not fly it with an empty battery on the last two flights. The last two flights were less than 2min without images because the gimbal was tilted and I was calibrating.
5. There were 2 hours between the second and third flight on that day, I don't think any Mavic can survive after 2-hour corrosion by salt water.
UPDATE on March 23:
After I post my experience on Chinese social media, I received a phone call yesterday morning from a DJI supervisor. This time he told me my drone crashed in the third flight on that day after further data reviews. He promised me he would sent me an email with more explanations but it's been 3 business days and so far I've got NOTHING.
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