DJI Phantom 3 support is useless

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I called DJI support, while having a problem with the 1.19 firmware update.
I told the tech "Max" several times, that the controller wasn't updating, and lost it's link to the aircraft.
I told him that the txt file stated that it said that it was already using the latest firmware.
The txt file stated this.
I also told him that I updated a week ago to the 1.18 firmware.
He told me to keep retrying the update. I told him that I had tried 3 times.
He constantly tried to end the call with statements like "I will have to speak with the repair team", "I will email you instructions on how to do the update", etc.
I told him MANY times that I followed the video, and written instructions.
It was like he wasn't listening to anything that I was saying.
He kept trying to end the call.
I finally got tired of him saying the same thing over and over and over, so I told him that I would wait for his email.
Since I got absolutely no where with this call, I decided to check out the Phantom forums, from OTHER web sites.

Here is what I found.

If you have the 1.18 firmware, the controller does NOT need to be upgraded.
I also found that trying to upgrade the firmware, on the controller caused the controller to lose it's link to the phantom.
After re-linking the controller, everything was fine.

It is VERY sad that in order to get half decent support, you have to go to other forums.
It appears that DJI support is more interested in finishing a call, rather than resolving problems.
It seems that DJI would know that the firmware for the controller was not necessary, rather than having me retry it over and over.


This reflects very poorly on DJI, as a company.
I know 2 people that have the P2 Vision Plus, that have decided to skip DJI quads, and go with the 3DR Solo, when it is released.

Way to lose business "DJI"
Keep providing substandard support, and soon you may not have to worry about support calls.
 

msinger

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If you have the 1.18 firmware, the controller does NOT need to be upgraded
This is covered in the firmware release notes:

Advanced: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Advanced_Release_Note_en.pdf
Professional: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Professional_Release_Note_en.pdf

I also found that trying to upgrade the firmware, on the controller caused the controller to lose it's link to the phantom.
After re-linking the controller, everything was fine.
This is covered in the firmware installation instructions:
http://download.dji-innovations.com/downloads/phantom_3/en/How_to_Update_Firmware_en.pdf

While I agree that DJI support should know their products a little better, you might save yourself some hassle if you read the documents DJI provides on their website.
 
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Poor support like that is very frustrating.
Glad it worked out despite the support.
We can only hope it improves.

Just don't fly angry. :)
 
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This is covered in the firmware release notes:

Advanced: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Advanced_Release_Note_en.pdf
Professional: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Professional_Release_Note_en.pdf


This is covered in the firmware installation instructions:
http://download.dji-innovations.com/downloads/phantom_3/en/How_to_Update_Firmware_en.pdf

While I agree that DJI support should know their products a little better, you might save yourself some hassle if you read the documents DJI provides on their website.
That was probably the nicest RTFM I've ever read, bravo ;)
 
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This is covered in the firmware release notes:

Advanced: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Advanced_Release_Note_en.pdf
Professional: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Professional_Release_Note_en.pdf


This is covered in the firmware installation instructions:
http://download.dji-innovations.com/downloads/phantom_3/en/How_to_Update_Firmware_en.pdf

While I agree that DJI support should know their products a little better, you might save yourself some hassle if you read the documents DJI provides on their website.
If you had read the entire post, I stated "I told him MANY times that I followed the video, and written instructions."
 
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DJI rep should have picked up on the fact that you did not read the instructions. I did not catch this either but that is my bad. I simply posted here that it was not working and got a correction in about 10 minutes.
 
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I told the tech "Max" several times, that the controller wasn't updating, and lost it's link to the aircraft.
Are they all named "Max"? I've talked to "him" a few times now and on day 17 of DJI receiving my RMA bird they've finally refunded me my money. I agree with the poor support but I think in this case as stated, it was partially a miss on both sides. There were a lot of threads that contained the information on the latest firmware not updating the controller.
 
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Poor support like that is very frustrating.
Glad it worked out despite the support.
We can only hope it improves.

Just don't fly angry. :)
I agree.
I read the firmware instructions.
I did not read the release notes.
Guess that I should read ALL documentation pertaining to the Phantom, prior to doing anything. :)

I is very sad that their own support staff did not know what I was supposed to know.

Thank goodness for REAL support, like this forum.
 
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DJI rep should have picked up on the fact that you did not read the instructions. I did not catch this either but that is my bad. I simply posted here that it was not working and got a correction in about 10 minutes.
Agreed.
I also fount my answer here.
From now on, I will check this forum, before calling DJI, for support, thus saving a lot of anxiety
 
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DJI rep should have picked up on the fact that you did not read the instructions. I did not catch this either but that is my bad. I simply posted here that it was not working and got a correction in about 10 minutes.
I read the firmware instructions, just not the release notes.
The firmware instructions told me to upgrade the controller.
 
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Are they all named "Max"? I've talked to "him" a few times now and on day 17 of DJI receiving my RMA bird they've finally refunded me my money. I agree with the poor support but I think in this case as stated, it was partially a miss on both sides. There were a lot of threads that contained the information on the latest firmware not updating the controller.
Are the threads on the DJI site, or on this site?
 
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The DJI Call Tech's are like receptionist with some info to help callers. They are far from Repair Tech's that you really needed to talk with but don't have the option to.

Message forums, especially this one, are very good for info you may need. Use the search feature which is something I always do prior to posting a thread that is a question. I also make sure I have gone over the manual which in some cases lacks the info you need.

So if you should see a posted question and it goes unanswered, it's generally cause it has been asked already so many times that everyone has probably gotten burnt out on answering it.
 
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You are always better looking for help here first. I would only use DJI if I was looking for an RMA number.
 
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Here is what I found.

If you have the 1.18 firmware, the controller does NOT need to be upgraded.

Yes, those of us who actually read the firmware release notes knew this already

I also found that trying to upgrade the firmware, on the controller caused the controller to lose it's link to the phantom.

Yes, this can happen... and it's noted in the How to Update the Firmware page

After re-linking the controller, everything was fine.

Exactly

So I guess your post should be titled... I read the manual but my reading comprehension is low.......
 
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Btw, on the firmware you have talking about. I had received a email from DJI that said there was a new version ready for upload. The info in the email also included that the controller did not need to be updated again.

Then when I logged on this site I saw where others were having problems because they did not know.
 
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AAA

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You are always better looking for help here first. I would only use DJI if I was looking for an RMA number.
Totally agree. I was on travel when the update came out. I just followed the discussions here to learn about the changes. Within minutes it was clear TX update is not required.
 

msinger

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If you had read the entire post, I stated "I told him MANY times that I followed the video, and written instructions."
Right -- I was not trying to accuse you of anything. I just wanted to show you where I found the answers to your questions :)
 
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This is covered in the firmware release notes:

Advanced: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Advanced_Release_Note_en.pdf
Professional: http://download.dji-innovations.com/downloads/phantom_3/en/Phantom_3_Professional_Release_Note_en.pdf


This is covered in the firmware installation instructions:
http://download.dji-innovations.com/downloads/phantom_3/en/How_to_Update_Firmware_en.pdf

While I agree that DJI support should know their products a little better, you might save yourself some hassle if you read the documents DJI provides on their website.
Thanks for the site.
Right -- I was not trying to accuse you of anything. I just wanted to show you where I found the answers to your questions :)
I was not suggesting that you were accusing me. I just found it frustrating that the firmware update pdf stated that you should upgrade the controller, and that the DJI tech had no idea.
I appreciate all of the members on this forum. That is how I realized that the firmware pdf should not have mentioned the controller upgrade.
 
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If you had read the entire post, I stated "I told him MANY times that I followed the video, and written instructions."
I deal with a lot of off-shore technical support and in general, they are less likely to hand hold and more likely to follow a script. Having said that, the instructions are pretty clear.

Code:
Step 3- Update the Aircraft
1. Ensure the remote controller is powered off and then power on the aircraft.
 

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