DJI Care less

[Plazmatronix]

There is sufficient disparity between advertising claims of coverage via DJI care and actual coverage stated in the contract as tantamount to being misleading and even deception.

3 weeks ago i flew my Mavic off the Ocean terminal rooftop in Hong Kong over the harbour to film the Christmas lights.

When i flew it back to me it did not stop after applying full reverse and releasing the joysticks but flew on to hit a wall several metres behind me at full speed. I then applied fill descent however instead of landing the aircraft did a 180 flew back towards the harbour without any application by the controller.

Immediately i pressed the RTH and it stopped dead in its tracks to begin its ascent to 20 metres and return to its homepoint.

During the ascent it began to spin uncontrollably, lost altitude hit the deck of the pier below and bounced off into the harbour.

DJI care passed all of the relevent flight records to the technical department for analysis after i reported the incident but iin these last 3 weeks i have had no reply since.

Although the aircraft was unrecoverable at sea the incident was not down to pilot error.

I will be going to the flagship store tomorrow to have some stern words with the customer service in an attempt to get some answers and will update this post as matters pro/digress.

 

[Former Member]

I hope you have good luck dealing with them.

 

[kakao]

Good luck, please let us know the progress ..

 

[Simmo]

Please keep us updated, by the way do you know how to post your flight log?
That might give an insight as to what the aircraft was doing wrong, and why?

 

[Lake_Flyer]

With all the christmas noobs DJI will be extremely busy handling 'warranty' claims. It might take some time for them to handle yours.

I wonder, was there magnetic or radio/wireless interference? You can get a lot of that in a harbour area, you should be prepared for that (not saying that that was the case and not saying that you weren't).
Have you looked at the stored warnings in GO? You can still find them in the general menu if you didn't clear them.

 

[Kilrah]

There is sufficient disparity between advertising claims of coverage via DJI care and actual coverage stated in the contract as tantamount to being misleading and even deception.
[...]
Although the aircraft was unrecoverable at sea

Not at all, your case has nothing to do with DJI care in the first place since that explicitly exculdes lost aircraft. That's clear enough in the T&Cs, so where do you see a "disparity"?

You might have a chance with warranty if deemed not pilot error from the logs.

Refresh would be no questions asked, but again you need to recover the aircraft.

 

[Aerial Gopher]

So.... I'm thinking maybe you let the controls off too late, mavic needs time to stop, it tries on its own, you apply reverse, but it is already doing that so you don't see any change in its flight profile. It hits the Wall, still flies... awesome. At least you have control, you do FULL down which takes a bit of knowledge to understand how and why a quad is so stable with the blades going in opposite directions to counteract it's own torque on the rotors. Works great and the software is programmed to understand these physics and work properly. And I am sure you agree and think that I agree with you..... however, the one element you are not taking into account is that the blades would have been damaged when it it the Wall. You did not applaud the great machine for still flying... But you blame it on your lack of knowledge that with damaged blades, comes different torque characteristics, that the mavic is not programmed to know... because not all blades break evenly. Just descending fast will change the torque enough because two blades were bad and the other two were probably good.... that quick change caused the spin of 180. You panicked anx hit RTH which worked it stopped and started to ascend... But the uncontrolled spin was probably because more of the damaged blade broke off, and the beauty of a quad copter is that it needs 4 rotors to fly... 3 just quite ain't enough.

Falls in Water, not covered by refresh.

Advice. Slow down before the Wall.

NTSB Investigation concluded.

 

[locoman]

Not at all, your case has nothing to do with DJI care in the first place since that explicitly exculdes lost aircraft. That's clear enough in the T&Cs, so where do you see a "disparity"?

You might have a chance with warranty if deemed not pilot error from the logs.

Refresh would be no questions asked, but again you need to recover the aircraft.

I have to agree here, sounds like total user error.

"Flying back at full speed, hitting a wall, over reacting with the controls and then continuing to fly with a damaged bird", COME ON. Why does everyone always think it is someone else's fault.

 

[Simmo]

There is sufficient disparity between advertising claims of coverage via DJI care and actual coverage stated in the contract as tantamount to being misleading and even deception.

I love this for an opening sentence for a first time poster!! Makes me want to seek legal advice just to read the thread!!

 

[Lake_Flyer]

So.... I'm thinking maybe you let the controls off too late, mavic needs time to stop, it tries on its own, you apply reverse, but it is already doing that so you don't see any change in its flight profile. It hits the Wall, still flies... awesome. At least you have control, you do FULL down which takes a bit of knowledge to understand how and why a quad is so stable with the blades going in opposite directions to counteract it's own torque on the rotors. Works great and the software is programmed to understand these physics and work properly. And I am sure you agree and think that I agree with you..... however, the one element you are not taking into account is that the blades would have been damaged when it it the Wall. You did not applaud the great machine for still flying... But you blame it on your lack of knowledge that with damaged blades, comes different torque characteristics, that the mavic is not programmed to know... because not all blades break evenly. Just descending fast will change the torque enough because two blades were bad and the other two were probably good.... that quick change caused the spin of 180. You panicked anx hit RTH which worked it stopped and started to ascend... But the uncontrolled spin was probably because more of the damaged blade broke off, and the beauty of a quad copter is that it needs 4 rotors to fly... 3 just quite ain't enough.

Falls in Water, not covered by refresh.

Advice. Slow down before the Wall.

NTSB Investigation concluded.

I think you hit the nail on the head here. I was already forgotten he hit a wall.

 

[DJinCleveland]

I'm sorry for your lost. But it does appear you hitting a wall is the start of the issue.
Unless your flight log can show you were flying at a reasonable speed and your magic somehow ignored your control movements to stop, you are not going to have much of a case. Seems likely you misjudged how much space you needed to stop.
Everything that happened after the crash most likely can't be blamed on the MP.
And as mentioned earlier, DJI care requires you be able to send it back.

 

[Dgardner007]

Sorry for your loss Plaza ,after reading the different posts here ..... I am amazed that it still flew after hitting the wall. [emoji32].... from my experience of my props bumping into things the action has always been the affected blade collapsed and the drone immediately shutdown all props and dropped luckily this happened in grass ..no damage done .. but your aircraft continued...impressive....may i ask what props did u have to enable it to continue to fly, after the wall?

 

[kakao]

.... but flew on to hit a wall several metres behind me at full speed..


That was it, the answer to your trouble!

 

[charliesRig]

It had to Be .....
Wait for it ......
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.............................The Walls fault.!
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...............................cR
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..

 

[wytnyt]

It had to Be .....
Wait for it ......
.
.
.

.
.
.............................The Walls fault.!
.
.
.
.
...............................cR
.
.
..

it was caused by using regular and not the no knock premium

 

[elwyn5150]

The poster said he/she was filming Christmas lights. Therefore I assume he was flying at night.
Therefore RTFM about object avoidance at night.

 

[John MacAulay]

Hit a brick wall at full speed and continued to fly.... wow. I want one of those Mavics.

 

[rjanumpally]

Dji care refresh doesnt care about pilot error u can fly into a wall and they will still fix it. U should have joysticked down as soon as u hit the wall the stop the props and then recovered the craft

 

[rjanumpally]

I never use rth it always is dangerous