Complaint Review: DJI - Shenzhen Guangdong
DJI evades responsbility after its faulty firmware/flight-controller caused high-speed crash of drone! Shenzhen Guangdong
*Author of original report: DJI forced post-sales (after sale) flawed firmware updates as condition of usage, which direct causes hardware damage, then evades responsiblity by illegaly hiding behind "warranty" excuse!
*Consumer Suggestion: Out of warranty
DJI evades responsbility of cost of repair after its faulty firmware/flight controller directly caused high-speed out-of-control crash of drone flying it 56+ mph into a tree during a forced autolanding mode!
On August 29th of 2020 I flew my DJI Mavic 2 Pro on a bright sunny day, little to no winds, perfect conditions. Soon after takeoff I noticed that DJI Mavic drone started acting erratically, I have previously flow hundreds of flights before and had never had any issues. A few days prior to this the DJI app had forced me to do a new firmware update before allowing me to fly. This was around mid August. On this particular morning (Aug 29th) a few moments after noticing the aircraft behaving erratically it somehow entered into a forced autoland mode by itself, even though I was not inside of any NoFlyZone nor had I breached any altitude restrictions... I had flow at this same location dozens of times before in the past months and exactly the same route and never had any issues.
Soon after I noticed the Mavic going into a force autoland it did something else totally unexpected... I saw the propellers clearly in the liveview screen on my phone (DJI Go app) and knew right then and there something was very wrong, the Mavic had pitched itself at an ungodly angle (more than 45 degrees it seemed) and the props were in full view of the screen, and as I watched it in the sky, I saw it zooming by at extremely high speeds flying past me at what seemed to be almost 60 mph and then away from me uncontrolled and uncontrollable... any and all of my attempts to stop the undesired movement was blocked/unsuccessful and in mere seconds it crashed into a tree at very high speed before crashing into the ground and breaking to pieces having inflicted severe damage.
Subsequently I contacted DJI support and detailed these events and provided DJI with both the flight record and the raw flight data logs as captured by the DJI drone itself.
Sometime later DJI told me to send the drone back to them for analysis and repair...
However after had sent it, some days go by and when I finally hear from DJI, they stated that because I did not buy their DJI Care insurance they are refusing to even analyze the data and refuse to determine what happened to the aircraft, and subsequently their logic is that because they have no analysis to prove they were at fault (due to them refusing to analyze the data in the first place!) they are now holding my drone hostage until I pay their ransom money so they can then "repair" their own flawed drone just to send it back to me!
Subsequently I analysed the data myself using available data analysis tools and determined and proved beyond any reasonable doubt that this that in this case it is the 100% fault of the DJI, to wit: it is the total fault of the DJI Mavic's firmware bug which caused an out of control event that forced the drone to fly erratically against user control and beyond normal flight permitted characteristics, ultimately resulting in a hard crash causing significant damage to the drone itself.
The logs show that subsequent to the Mavic's imuYaw re-initialization a critical firmware bug caused both IMU's fail simultaneously and locked one motor keeping it's revs constant way above the rest for no explainable nor logical reason as a result caused the Mavic to fly out of control at excessive speeds of 55+ mph whilst in forced autoland mode (thus refusing any inputs from the user/pilot) and directly causing and directly resulting in a very damaging uncontrollable crash at high speed into a tree.
The root cause of this incident was on a level above the IMU, as the evidence shows, this was can only be explained by a defect in the firmware and/or in the flight controller itself, in both/all instances, this definitely falls on DJI to repair or replace at DJI's cost!
After having replied back and sent DJI all the evidence and analysis based on that evidence, DJI has so far refused to accept responsibility, and refused to repair or replace at their option and cost, and is still holding my $1600+ USD drone hostage until I pay them the ransom money!
Forensic hashes of the flight logs data:
< T:\20-08-29-09-18-19_FLY056.DAT >
< T:\DJIFlightRecord_2020-08-29_[09-18-40].txt >
This report was posted on Ripoff Report on 09/11/2020 02:53 PM and is a permanent record located here: https://www.ripoffreport.com/report/dji/shenzhen-guangdong-evades-1499753. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
If you would like to see more Rip-off Reports on this company/individual, search here:
Advertisers above have met our
strict standards for business conduct.