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- Apr 10, 2017
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I wanted to post to this thread to discuss my recent experience with DJI Customer Service. On 10/24/19 while flying in my neighborhood my Mavic 2 Pro fell from 372 feet into a tree 115 feet in the air. The 1st error message was that the Gimbal roll had exceeded its limit, GPS positioning off, etc. then screen went blank...disconnect. Before I realized what was happening, I assumed the drone had just disconnected and I was in a little panic that it had flown away and it was getting dark. I had a Lume cube beacon on but it did me no good Because I couldn’t locate the drone. After some time I had to conclude the drone was gone. I went back to review the flight log and then realized what happened. I went looking for the drone but couldn’t locate it. The following day, I contacted one of my neighbors to get permission to enter their property to search in the daylight. It’s lodged in the top of a pin oak tree and there is no way I’m going to attempt to retrieve it at that height. I contacted DJI and let them know what had happened. They asked me to download my flight record to the cloud. I did and they came back and said they needed to pull more data from my tablet...they needed the entire flight record file. That’s 3.5 years worth of information across several drones. So, based on what I have read from others and their experience with DJI Customer Service my thought was here we go with the stall. Anyway, I sent the entire file and within 1 hour DJI came back to me and informed me that they had determined the issue was not pilot error and they would fully cover me for the incident by sending me a new drone, battery, and props. They understand from reviewing the data that there was a propulsion issue that caused the drone to flip over and spiral from the sky. Without having to send the drone to them, they replaced it with a new one and I received it within 24 hours from placing the order.
My whole point is, I’m sure there have been issues with others with what I’ve read but in my case I couldn’t be more pleased with DJI Customer Service. They kept me informed throughout the data analysis and didn’t ever suggest that it might be my fault. As for what happened, who knows. Possible lost prop? I don’t understand how because I had been flying for several minutes, even landed to change batteries and I’m very diligent about pre-flight check list. Luckily it fell into a tree and not somewhere on the road or somebody. So this is a happy ending to what could have been a catastrophic event. I suppose it’s time to hear from the haters but I’m hopeful there are others who may have had a recent experience with DJI Customer Service. I just wanted to post this to let others know regardless what you’ve read, DJI is not the evil dark side, at least for me.
My whole point is, I’m sure there have been issues with others with what I’ve read but in my case I couldn’t be more pleased with DJI Customer Service. They kept me informed throughout the data analysis and didn’t ever suggest that it might be my fault. As for what happened, who knows. Possible lost prop? I don’t understand how because I had been flying for several minutes, even landed to change batteries and I’m very diligent about pre-flight check list. Luckily it fell into a tree and not somewhere on the road or somebody. So this is a happy ending to what could have been a catastrophic event. I suppose it’s time to hear from the haters but I’m hopeful there are others who may have had a recent experience with DJI Customer Service. I just wanted to post this to let others know regardless what you’ve read, DJI is not the evil dark side, at least for me.