Gimbal Fault / Smoke Out - DJI Service Experience

[UAVXTC]

Day 14 (UPDATE)

Got an email back instantly after my last post. In short DJI, after having my uploaded flight details on their server and my log in account, now want more info, Hey! 2 weeks on and this is how far we've got. This is beyond a joke, I'll just ask for the MP back, sell it and move on. DJI, NEVER AGAIN! I'll be making a detailed YouTube video this weekend on the whole debacle

 

[UAVXTC]

Good Bye DJI!

My reply:

 

[Haloweenhamster]

I feel for you, I've been there, I'm just glad that I can fix most things

If you do sell it faulty let me know please as I still need a board for mine

 

[UAVXTC]

Cheers Halowwenhamster, I'll wait for the MP to be returned and I'll post it here, got tons of bits I bought for it to sell too.

 

[UAVXTC]

Have you posted on the DJI forum? I see people from DJI respond/look into individual cases there. Post everything you've posted on here and your case number, see what they say.

Just managed to get a post on there, didn't have enough points before to post...

Camera? gone haywire mid flight

 

[Haloweenhamster]

Out of curiosity what did they quote that you needed? 50 for labor is it 216 for gimbal?

 

[UAVXTC]

Out of curiosity what did they quote that you needed? 50 for labor is it 216 for gimbal?

It wasn't itemised, they haven't even documented or told me what is actually faulty, Gimbal? Camera? Cables? Gimbal Control Board?

From the amount of reports of very similar issues since the FW update 2/3 weeks ago, I am suspecting that was the culprit which might explain the latest FW update. My trust in DJI has totally diminished

 

[Haloweenhamster]

 

[Haloweenhamster]

Mine was on the quote email, they can't quote you if they don't tell you what the quote is for

 

[UAVXTC]

View attachment 22074 View attachment 22073

I just got an email stating final price with no breakdown at all. Nothing breaking down the costs even in my online account information.

Man! That's some repair bill you got there

 

[Haloweenhamster]

that's why I got it back
Only needed the core board, nothing wrong with vision sensor, the rest was because of light scratches

Come back with a broken gimbal ribbon cable as well

 

[UAVXTC]

Day 16

Well, it appears DJI have deleted my Case Number and details. So, what they are doing? They've still got hold of my Mavic, No analysis, no root cause, just a bill. This is absolutely disgraceful service!!! Looks like a small claims court is my next step

 

[UAVXTC]

Day 16

Having an independent analysis done on my Mavic, if DJI bother to return it

 

[Youser]

I know you've posted on the DJI forum but I do think if you started your own thread there and put in all the information you have put up here, you'll get better response.

They don't like their customers, potential customers or visitors seeing how they're dealing with issues like this.

I've even seen them comment on one guys YouTube video after he posted a video about them messiyhim around.

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[UAVXTC]

I know you've posted on the DJI forum but I do think if you started your own thread there and put in all the information you have put up here, you'll get better response.

They don't like their customers, potential customers or visitors seeing how they're dealing with issues like this.

I've even seen them comment on one guys YouTube video after he posted a video about them messiyhim around.

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Hi Youser,

I'm currently putting a detailed video together of what happened, including flight data and the video in which the incident occured and detail the service I've had from DJI since, hope to get this finished and uploaded Mon / Tues and will create a new post on their forum. I bought the Parrot Bebop 2 today, I know not as feature rich as the Mavic and only 1080, but it's better than being screwed around like I have been recently. I really am done with DJI, this experience has totally turned me away. Like the guy said in the video you posted, DJI are great if you get a quality built one, but their service if you have a faulty one is just beyond ridiculous.

Thanks,

Mike

 

[Haloweenhamster]

From the posts I've see it seems that you are likely to get most things covered by warranty if you are in America even some user errors, if you are in Europe nothing is a manufacturing defect and everything is charged even for replacement parts without defect

I think dji need to audit their EU repair center

 

[UAVXTC]

From the posts I've see it seems that you are likely to get most things covered by warranty if you are in America even some user errors, if you are in Europe nothing is a manufacturing defect and everything is charged even for replacement parts without defect

I think dji need to audit their EU repair center

Exactly what I've been seeing too especially with Phantoms, although they seem to be pretty protective over the plethora of MP Gimbal faults seen both sides of the pond recently.

 

[Haloweenhamster]

Perhaps its the other way round then dji have told the repair centers that they want more revenue and to stop as many free repairs as possible

 

[UAVXTC]

Perhaps its the other way round then dji have told the repair centers that they want more revenue and to stop as many free repairs as possible

From what I can make out, it seems the Gimbal fault is associated with a recent FW update and seems to be affecting newer models, it's just that most of the information I'm collating equates to recently bought MPs and the recent firmware update unlike those who have had their more than six months old.

 

[UAVXTC]

Day 17

Well, I've totally had enough of the Netherlands Repair centre and the lies. Luckily my correspondence with them has all been in writing via email / online chat. My request to have the mavic returned had gone un answered. I have already had the flight data independently looked at by a UK specialised. DJI via their chat a few moments ago have now agreed to send it back where I can have it looked at by the same company who have analysed my flight data. As DJI have blamed me for 'Pilot Error' without looking at data / video, I'll be taking legal action against DJI, its going to cost me a fair whack to do it but i detest being ripped off and lied to.

So for now, until this reaches an final outcome, I'll go quiet on this thread until then