Dear ladies, gentlemen, and DJI employeesworldwide,
I am HAM from Shanghai, China, and my callnumber of amateur station is bg4aat. Please allow me to share with you whathappened on my DJI remote-control aerial vehicle – model “Mavic Pro”, and getyour support which I can leverage to make DJI Innovations (abbr. DJI) takeaction to solve their product quality and customer service problems.
Whathappened?
I am the owner of a DJI remote-controlaerial vehicle – model “Mavic Pro”, whose case number isCAS-676073-Z3Y1L6. I also paid andjointed the DJI Care Renew Plan, activated on Apr 26, and after the activation,I only operated my aerial vehicle a few times & always followed appropriateprocedures. However, around 7:25, May 29th, under my correct operation, my DJIaerial vehicle suddenly got lost when it flew and hover at more than 100 meterheight while taking photos for ~1 minute, and never returned back. This loss istotally against DJI claims that the vehicle would automatically return within 7miles remote distance if it lost connection.
At that time, every data demonstrated thatmy vehicle was in a normal operating stage:
• GPS is normal
• Compass is normal
• The vehicle still has 88% ofelectric quantity
• Report controller has 60% ofelectric quantity
• I have already openedcoordinate correction and recorded location of vehicle take-off
• Homeward voyage/return heightis 150 meter high.
Immediately upon my vehicle loss, Ireported to the Customer Service Department of DJI. Following the CustomerService requirements and instructions, right away I uploaded flight record& data and explained what happened in details to the Customer Serviceagency. According to the uploaded flight data, data from the remote controller,and analysis results from the map, DJI agreed that my operation was totallycorrect and the flight environment was alright too. However, after severalbusiness days, I was told by DJI customer services that “Data is incomplete, soDJI cannot conduct analysis and conclude any reasons, so DJI customer servicewill not have any right to take any responsibility for my vehicle loss andcannot process this result further.”
I am very disappointed and dissatisfiedwith the ways DJI dealt with my case, especially, I think that DJI’sunwillingness to find any solution and take any responsibility seriously hurtmy legitimate rights as a customer.
MyComplaints with Reasons:
More specifically, I have several reasonsto defend myself.
First, all of my operation procures werecorrect and the flight environment was fine, which have been confirmed by DJIseveral times.
Secondly, DJI unilaterally claimed that itwas unable to identify which entity should take the responsibility given theanalysis results of its flight data. I doubt the possibility of DJI trying tohiding truth and deceiving customer.
I am HAM from Shanghai, China, and my callnumber of amateur station is bg4aat. Please allow me to share with you whathappened on my DJI remote-control aerial vehicle – model “Mavic Pro”, and getyour support which I can leverage to make DJI Innovations (abbr. DJI) takeaction to solve their product quality and customer service problems.
Whathappened?
I am the owner of a DJI remote-controlaerial vehicle – model “Mavic Pro”, whose case number isCAS-676073-Z3Y1L6. I also paid andjointed the DJI Care Renew Plan, activated on Apr 26, and after the activation,I only operated my aerial vehicle a few times & always followed appropriateprocedures. However, around 7:25, May 29th, under my correct operation, my DJIaerial vehicle suddenly got lost when it flew and hover at more than 100 meterheight while taking photos for ~1 minute, and never returned back. This loss istotally against DJI claims that the vehicle would automatically return within 7miles remote distance if it lost connection.
At that time, every data demonstrated thatmy vehicle was in a normal operating stage:
• GPS is normal
• Compass is normal
• The vehicle still has 88% ofelectric quantity
• Report controller has 60% ofelectric quantity
• I have already openedcoordinate correction and recorded location of vehicle take-off
• Homeward voyage/return heightis 150 meter high.
Immediately upon my vehicle loss, Ireported to the Customer Service Department of DJI. Following the CustomerService requirements and instructions, right away I uploaded flight record& data and explained what happened in details to the Customer Serviceagency. According to the uploaded flight data, data from the remote controller,and analysis results from the map, DJI agreed that my operation was totallycorrect and the flight environment was alright too. However, after severalbusiness days, I was told by DJI customer services that “Data is incomplete, soDJI cannot conduct analysis and conclude any reasons, so DJI customer servicewill not have any right to take any responsibility for my vehicle loss andcannot process this result further.”
I am very disappointed and dissatisfiedwith the ways DJI dealt with my case, especially, I think that DJI’sunwillingness to find any solution and take any responsibility seriously hurtmy legitimate rights as a customer.
MyComplaints with Reasons:
More specifically, I have several reasonsto defend myself.
First, all of my operation procures werecorrect and the flight environment was fine, which have been confirmed by DJIseveral times.
Secondly, DJI unilaterally claimed that itwas unable to identify which entity should take the responsibility given theanalysis results of its flight data. I doubt the possibility of DJI trying tohiding truth and deceiving customer.
