Dji support - good news story

[dwallersv]

Well said and yes I'm taking a lot more caution to my flying.. but the manual I got was very thin.. is there another manual or a digital copy? I might search for it online

BTW, you can do it, but it's an entirely different animal than the flying your used to. Briefly, you MUST turn off the VPS, and I'd recommend using some foil over the GPS antenna to force the bird into ATTI mode the entire flight under the bridge.

You'd be doing this after getting a lot of practice in ATTI out in a big open field. The bird flies totally differently -- a lot more like an air hockey puck on an air hockey table. It doesn't brake, so you have to learn to. Altitude can drift, so you need to get good at adjusting to maintain a good enough envelope.

However, none of this is inherently unsafe... it's a bit riskier that having full sensors and flight controller assist, but if well prepared, it can be done with success and little risk.

However, this is the sort of thing you plan to shoot as a standalone clip, not part of a more casual fly-around. It's technical, where that other sort of shooting is far less so. They don't mix well flying -- do the mixing/assembly in post.

 

[Egika]

https://dl.djicdn.com/downloads/mavic/20170418/Mavic+Pro+User+Manual_V1.6.pdf

Much easier that this:
Open the app - tap the menu in the top right corner - select Academy - click User Manuals

 

[CodeCutter]

I agree DJI Australia support is very good. My Mavic would not focus on the right edge. I sent all samples and they replaced the drone. It was a very slow process about 1 month to ship from Sydney to Melbourne

 

[nealh]

Good news story - DJI SUPPORT - Mavic Pro went swimming

Firstly - I believe the Mavic pro is marketed as a high-end beginner/intermediate drone and is targeted at people that want to fly a quality drones and as such highlights easy to use features like flight modes, RTH & obstacle avoidance etc it also adds the extra reassurance for beginners with the DJI refresh plans.

I posted a crash video awhile ago and it meet with some pretty negative (unhelpful "I'm a pro flyer") feedback all pointing the finger to me saying that it was my fault. (for a number of different reasons) however in my defence the Mavic pro is "almost" marketed as "crash proof" and in the unlikely event that it does crash DJI will replace/fix it.

Now I know that's not exactly correct but its the image sold to me when purchasing & I'm sure many others feel a similar way when making the $2000 purchase.

The Mavic pro also gives you a lot of confidents because it is so user friendly & simple to fly it seems you can literally take it anywhere that CASA lets you go.

So 6 days after with 4 hours flying time under my belt my mavic went swimming in toxic, illegal to swim in river in the heart of my beautiful city Melbourne, Devastated.

Link to the video -

These were some of the responses from my crash video that was posted.

- No I didn't hit the bridge
- There were no warning signs going off prior to crash
- Batteries clipped in & charged
- Full line of sight - less than 50m away
- Was not a landing because I was flying to low over water / Yes I had my downward sensors on - where does it tell to turn off in the manuals?
- Yes it was a big metal bridge & powerlines on top - but no tutorial's, manuals or beginner guides tell you not to fly under bridges - plus line of site so if gps kicked out atti mode should have recovered it?
- Best for last - pilot error

What actually happened

- Flying beautifully - failing like a rock - swimming with 3 eyed toxic fish [emoji226]

So it sunk into the beautifully muddy free flowing Yarra river and it was gone...

I Emailed support straight away & sent the story of what happened with flight log and video.

I knew they didn't replace if you couldn't send back a unit.

I had no insurance either because I though DJI REFRESH was enough. This is wrong.

**** I recommend CGU insurance with portable extra's cover and accidental damage cover **** Australia [emoji1037]

Some back and fourth for the next 2 weeks between myself and a very friendly "Maggie Hu" from dji support.

Then arrived a very exciting email! Stating that they would like to offer 100% replacement coupon.

WOW - so relieved!

3 days after that the coupon arrived for the website, I placed the order however it was a 10-15 day wait for shipping [emoji854]!

I emailed chat to see if I could pay more for express shipping - they said unfortunately not at this stage.

Then Amazingly - 2 days later it was ready for pick up at my local post office! - they had put it in express for me, No charge!

Thank you DJI support, this is the reason I trust your brand please continue the good work.

My constructive criticism would be the 2 weeks turnover & 3 days for a digital coupon - this time line could be improved.

My advice for anyone using DJI Support - be polite & Patience

So happy for you that everything worked out. I know it is very exciting to fly, especially a new Mavik. We all sometimes fly a little further, or through some obstacles, which makes our hearts pound a little faster and then we revel in the video and success of the experience.
I just lost my Mavik 2 days ago, one of the props fell off just 50 yards away and ditched into the woods. After an exhaustive search and not found, I ordered a new one ( I waited 3 days, instead of 2 to get the DJI Refresh, which was too late) and it should arrive later today.
We all get second chances in life, so let's make the best of it!

 

[Grey Wolf]

You living down under are lucky to have DJI in Melbourne. You have a dedicated service center serving 23 million people. We Americans are stuck with Cerritos, CA and they are the worst, one service center serving 321 million people.

And 36 million Canadians!

 

[Former Member]

We Americans are stuck with Cerritos, CA and they are the worst, one service center serving 321 million people.

And 36 million Canadians!

Thanks for the correction!

We North Americans are stuck with Cerritos, CA and they are the worst, one service center serving 357 million people.

 

[Nikon1]

Thanks for the correction!

We North Americans are stuck with Cerritos, CA and they are the worst, one service center serving 357 million people.

Open Question - WHY is this so?

 

[Former Member]

Open Question - WHY is this so?

Why is this so? As for me, Im just going to stick with the explanation about the taco stand/part time worker explanation that @dwallersv gave. It helps me sleep better at night. It was like having an epiphany. Especially the part about the taco stand workers not getting anything done on and around cinco de Mayo, the equivalent of the 2 weeks shutdown/hiatus of DJI during the Chinese New Year. How to explain a $10 billion dollar company behaving like this? Im not looking for any more explanations. It is what it is.

I have a new mantra before and after dealing with DJI, and will start using it when a firmware fails. I sit in the corner of a quiet room in a yoga lotus position and meditate on the phrase kindly provided by @dwallersv. I repeat the phrase "taco stand," "taco stand" for around 10 or 15 minutes and it returns my balance and will help me get through my day and sleep better at night.

 

[mattmavic]

I had a similar experience with good DJI support. After a firmware update the drone and controller lost contact and it slowly flew into the house I was staying at. I contacted dji and they asked me to send it back. I dad the DJI insurance so know at worst I would have to pay the excess. But to my surprise and delight they took responsibility and paid for the repair (over £400) the whole process took about 12 days to get the repaired done back and all is good.

 

[dwallersv]

Thanks for the correction!

We North Americans are stuck with Cerritos, CA and they are the worst, one service center serving 357 million people.

Juan, Carlos, Speedy, and the office manager / shipping-receiving coordinator / head cook, Teresa García Ramírez de Arroyo, are doing the best they can. It's quite distracting to have to keep stopping every 5 minutes on a solder job to have to wrap a burrito for someone.

 

[Former Member]

Juan, Carlos, Speedy, and the office manager / shipping-receiving coordinator / head cook, Teresa García Ramírez de Arroyo, are doing the best they can. It's quite distracting to have to keep stopping every 5 minutes on a solder job to have to wrap a burrito for someone.

Do you think they change gloves in between tasks, like Subway does? From what I have seen come back from DJI repair, I think they use the same gloves for taco wrapping and drone repair. lol

This will be my last off-topic post. Sorry all.

 

[dwallersv]

Don't apologize, @Thunderdrones! This is PRECISELY the sort of thing ya gotta knock down with humor.

 

[Oconnb910]

Nice to see someone posting positive DJI CS stories, unfortunately most people tend to focus on the negative stuff.

Kind of hard to be positive when you've had nothing but negative from DJI CS. There was not one positive part of the experience. They failed me every step of the way! I'm amazed I got it back actually considering the way the box was when it got back to me wrapped in peanuts the gimbal guard off. And also a footnote mine did not crash it just had gimbal overload error. Which I believe should have been warranty issue rather than one of my uses of the DJI refresh Exchange.

 

[dwallersv]

Kind of hard to be positive when you've had nothing but negative from DJI CS. There was not one positive part of the experience. They failed me every step of the way! I'm amazed I got it back actually considering the way the box was when it got back to me wrapped in peanuts the gimbal guard off. And also a footnote mine did not crash it just had gimbal overload error. Which I believe should have been warranty issue rather than one of my uses of the DJI refresh Exchange.

Taco stand...

 

[m0j0]

You living down under are lucky to have DJI in Melbourne. You have a dedicated service center serving 23 million people. We Americans are stuck with Cerritos, CA and they are the worst, one service center serving 321 million people.

Interesting... would that be where my P3p went? It took 8 days from drop off to delivery. They even threw in a new motor. To boot my bird was out of warranty. I paid 0 dollars and 0 cents to get it done. That Phantom is still perfect almost a year later but then I went into it thinking it would take weeks to be repaired because of the comments here.

 

[Former Member]

Taco stand...

LOL ROFL

 

[Former Member]

Interesting... would that be where my P3p went? It took 8 days from drop off to delivery. They even threw in a new motor. To boot my bird was out of warranty. I paid 0 dollars and 0 cents to get it done. That Phantom is still perfect almost a year later but then I went into it thinking it would take weeks to be repaired because of the comments here.

Can you elaborate? When was it that you sent it in? 2017 or 2016? Can you explain what you mean by "drop off to delivery?" I have had dozens of repairs sent in to DJI and have never had one come back to me on the east coast in less than a month door to door.

 

[Oconnb910]

Taco stand...

What does that even mean?

 

[Oconnb910]

Actually I'm becoming a bit more annoyed that people in this forum are not more upset about the whole DJI customer service thing and it makes me wonder is it possible that you guys have never had to deal with this? Because from what I've seen with the whole DJI drone scenario we have to deal with their customer service pretty often! And that's disturbing.

 

[dwallersv]

What does that even mean?

If you don't know, you probably shouldn't. It's a secret only known to the braintrust of this thread.

However, a little searching back through the discussion -- not very far -- may initiate you as another Oracle of DJI support facilities... Taco stands...