- Joined
- Jul 24, 2019
- Messages
- 20
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- 16
- Age
- 49
Hi all,
This is more of a rant than anything else, I'm afraid.
I've just had a really odd request from DJI support, and it's a first for me. I've never heard anything so weird.
A couple of days ago, I decided to take my new Mavic 2 Zoom for a fly since the weather was good. However, I was doomed to failure because the remote control would not connect to my phone in any way. I tried everything I could think of, but the phone would only charge, and was not able to recognise the presence of the drone at all. The usual pop-up window, asking me if I wished to start the DJI Go or DJI Go 4 app (I fly a Phantom 3 Pro with work) would just not appear.
Once I got home, I decided to try out some diagnostics. I found that switching the cable did not help. In case it was a problem with the phone, I tried connecting the phone to my DJI Spark using DJI Go 4, and it worked perfectly. I tried switching cables, and I tried using another tablet with the faulty remote controller. Nothing worked, but since I had the equipment to switch out everything- the cables, the android device and even the controller, I could narrow it down to the Mavic 2 controller.
So, I got in touch with DJI email support. They asked me to refresh my firmware (without giving any instructions on how to do this) and...to record a video of the fault happening. Huh. I've never even heard of that being a thing before. According to DJI, I'm supposed to somehow juggle both a phone and a tablet at the same time in order to record a fault that does not need recording since it is possible to describe it easily. I think this is simply a delay tactic, but a very annoying one.
Anyway, I've replied, explaining that I cannot refresh the firmware, since my phone, my tablet and my Windows PC (running DJI assistant) will not recognise the existence of the controller. I've also said that I'm just plain not recording a video since it's pretty much impossible to do so. I've also mentioned the Consumer Rights Act (2015) and explained that it's their legal duty to provide a replacement or refund, not mine to prove the fault.
Either way, if they don't provide a reasonable level of assistance, I'll just return the entire drone in its box and get a replacement from the original vendor.
Anyway, has anyone else been asked to provide video evidence of a computer fault? This is a new one on me!
This is more of a rant than anything else, I'm afraid.
I've just had a really odd request from DJI support, and it's a first for me. I've never heard anything so weird.
A couple of days ago, I decided to take my new Mavic 2 Zoom for a fly since the weather was good. However, I was doomed to failure because the remote control would not connect to my phone in any way. I tried everything I could think of, but the phone would only charge, and was not able to recognise the presence of the drone at all. The usual pop-up window, asking me if I wished to start the DJI Go or DJI Go 4 app (I fly a Phantom 3 Pro with work) would just not appear.
Once I got home, I decided to try out some diagnostics. I found that switching the cable did not help. In case it was a problem with the phone, I tried connecting the phone to my DJI Spark using DJI Go 4, and it worked perfectly. I tried switching cables, and I tried using another tablet with the faulty remote controller. Nothing worked, but since I had the equipment to switch out everything- the cables, the android device and even the controller, I could narrow it down to the Mavic 2 controller.
So, I got in touch with DJI email support. They asked me to refresh my firmware (without giving any instructions on how to do this) and...to record a video of the fault happening. Huh. I've never even heard of that being a thing before. According to DJI, I'm supposed to somehow juggle both a phone and a tablet at the same time in order to record a fault that does not need recording since it is possible to describe it easily. I think this is simply a delay tactic, but a very annoying one.
Anyway, I've replied, explaining that I cannot refresh the firmware, since my phone, my tablet and my Windows PC (running DJI assistant) will not recognise the existence of the controller. I've also said that I'm just plain not recording a video since it's pretty much impossible to do so. I've also mentioned the Consumer Rights Act (2015) and explained that it's their legal duty to provide a replacement or refund, not mine to prove the fault.
Either way, if they don't provide a reasonable level of assistance, I'll just return the entire drone in its box and get a replacement from the original vendor.
Anyway, has anyone else been asked to provide video evidence of a computer fault? This is a new one on me!