Thanks for the info Airborne. I'm going to call them next week and see if they'll fix mine as well. I'm in the same boat. I took very good care of my Phantom 2 plus. Seems odd that the hardware would need power to keep its memory on that chip? Please let me know who you talked to as that might help my cause.
thanks
I went back and forth with a few people. The last email I got, where they said they would cover the cost of the repair, is below. Also this is part of the last email I sent to them showing how many people are having this issue.
(This was my last email)
You released and forced a faulty update that bricked many many machines and I am responsible now? A quick search in Google shows that DJI caused HUNDREDS of users this same exact issue with your update. My machine was in a closet working perfect!
The text below is just a sampling on what is out there. I am not unreasonable to request that DJI cover this entire cost. It has nothing to do with how the unit was treated. It was a forced update by DJI that broke my machine and it is only right that you stand by your product.
I would like this case sent to a manager in support and to have them review what is going on and contact me directly. Tim at DJI said that these would be covered due to the faulty update. You need to stand behind your product or you will continue to lose loyal customers like myself. How could we possibly upgrade our products if you do not stand behind an issue that you, NOT the consumer, caused. Think about what we see.....the unit comes out of warranty, you send a FORCED update that fries our machine, then you don't stand behind it? That's criminal. Please forward to the next manager in control at support.
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Having all the same issues. Both Android app and the iPhone app caused no live video feed with the forced update. I know it is a DJI issue since it happened to 2 other family members and myself at the same time since we were flying together that day. DJI needs to fix their screw up. Go to Google pay store and read all the reviews of lost video feed. DJI must have one big carpet to sweep this problem under. Shame on DJI! All of us have the Vision 2
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DJI-Tim Posted at 2016-4-12 14:30
Users with this issue can get in touch with local DJI support center to get the range extender modu ...
View full quote
Tim,
Are you acknowledging there was a problem?
Are DJI going to cover all costs with shipping the RE both ways etc. or what is the actual deal here?.....
This bricking thing has gone on too long and DJI have yet to acknowledge anything in the way of a problem or real fix or suggestion etc.....basically seems that unless someone is screaming or otherwise you are trying to charge folks to repair a problem that DJI caused through a bad software update...
What is up with that?
The lack of response to this is frankly quite pathetic....
I get the P3's and P4's are keeping your folks occupied but the P2 is not that old...
I paid a heck of a lot less for other technologies that manufacturers gladly support and warranty well past anything close what DJI have for known issues and those manufacturers are not short on acknowledging a problem and will rectify it as they want their clients back....
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This is a huge problem. The forced upgrade somehow killed my range extender, I was in a bind had to go to local tech support and buy a new one. They were completely unaware of this forced upgrade. Phatom 2 vis +
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Dirt, it will be interesting to see how DJI tackles this one. If the extender is not working then the new update will not help. I hope they have a lot of spares to send out to replace all the bricked ones. Cannot see the end user having to send their Phantoms to DJI because of a problem DJI created! That's just not right!
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Update: What a horrible company. They needed my proof of purchase twice to verify that I'm the original buyer and to see if it's still under warranty. They apparently are so incompetent that my original submission of the proof of purchase wasn't tied to the creation of my Case number.
Each phone call was a minimum of a 30 minute wait and often 45 minutes to an hour. I was 'accidentally disconnected' TWICE forcing me to go to the end of the queue and waiting again. The first level of 'support' is less than useless while the supervisors/managers aren't all that helpful either.
A supervisor promised an immediate call back 'within an hour' which tuned out to be an email response 3 days later offering a 50% discount on the repair...to the bricked Range Extender which THEIR update CAUSED. After another hour on the phone, rejecting this offer, a supervisor asked the head of the warranty department to cover it and was turned down.
Even at a 50% discount ($133), they are still profiting A LOT on these components. It's unacceptable for a company to intentionally or accidentally release a software update that renders a product useless, and then profiting off of the repairs.
DJI is a horrible company to deal with and I don't trust them at all. You've lost me as a customer.
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Sorry to say you have just joined the countless others that have the same issue. As of right now there is nothing that I have found that works. DJI seems to be avoiding this issue.
All we can do is keep complaining until DJI does the right thing...FIX THEIR SCREW UP AT THEIR EXPENSE.
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Sounds like a massive ****-up!, more importantly
IT'S NONE OF OUR FAULTS !!
So DJI what now?
We are all in charge of an expensive "brick" that none of us can do
anything about, or rectify!.
Why should we have to potentially bear the cost of replacing our Wi-Fi extenders
when it is not our fault !!
I have a P2 Vision +, and a P3 Advanced.
Want to know the best part !!
I have had my Vision from new for 8 months AND,
(Due to severe ill Health for 6 months)
HAVE NEVER EVER FLOWN IT, OR EVEN TAKEN IT OFF !!
So you could say that I am really miffed !! that I have bought a potential £800 ornament for the bookcase.
I have just recently bought the P3A, ready for a well deserved cruise to Norway in a months time.
I will be taking the P3A, and hopefully will fly it trouble free!
but it looks like the Vision will be standing on the bookcase waving me off !!!
Come on DJI lets have some answers for us avid DJI Customers !!
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I've tried a countless number of times to persuade the support guys at DJI, both in the US and China, that they caused this problem. Fortunately I have a Phantom 3 to continue my work. They want us to send the P2 in for "repair" which will cost us all. I've ordered a fresh, new in the box, RE700 off EBay, which hopefully has the original firmware, brought my IOS DJI app to an older version (it was 1.0.58 that caused the issue), I'll receive the RE700 on Monday and give it a shot. I'll call support, tell them what I found, and if nothing is done my team of 21 Phantoms, mostly 2's will change brands. Stills for Realtors can be done with the Yuneec Typhoon, so we'll just write the Phantom's off as a loss. AND we'll make it known to every club in the northeast (USA) to NOT BUY DJI. Buy the way, there's an IOS update for DJI Go which I refuse to bring down, who knows, my P3 may brick.
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The people of DJI must be absolutely nuts! I have the black screen problem too, I have been asked to do hours of ridicules updates that don't work and waiting weeks for reply. Finally I ask to send it to them for repair. Some person named Blair.Tang send me an email to state to send copy of the original invoice to him before returning it. 5 minutes later I get a mail saying "Your request (173062) has been solved. To reopen this request, reply to this email.". And further "thanks for the info,. It is okay Kindly note the aircraft is out of warranty period".
So DJI broke the thing with their software update and now running away like chickens not being responsible for their wrong doings. UNBELIVEABLE!
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Summary -- The only current way I'm aware of to correct this issue is to get a different range extender, and, potentially, a different camera. You can do this via sending the camera and range extender to DJI for repair. Or, you can purchase a different range extender from other sources (e.g. eBay). Considering the issues I had with their support, and the month it took to get the unit repaired, if I had it to do again, I would probably opt for purchasing a used unit off of eBay. It would have cost, but I would have saved a lot of time and frustration.
Suffice to say that my customer experience and frustration over the last month aligns with the experiences of other customers. DJI has a solid hardware platform. Unfortunately, their lack of customer service/communication is going to drive their customers away. Given this experience, I will not be purchasing another DJI product.
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Well since DJI are completely useless when it comes to customer support, and all they seem to do is alienate their customers. I purchased, at my own expense, a new RE500 range extender from ebay, and can report that i am now back to being fully operational.
I can't say that i could ever recommend a DJI product after this (even though I quite like them) and will never be purchasing DJI again. The support is substantially sub-par and they have not done the right thing by me or any of their other customers who are affected by this issue.
Sweep it under the rug! It'll go away!
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This is DJI response from my last email that says they will cover the cost...which they did. I now have my unit back and working!! Thank you DJI.
On Feb 8, 2017 2:45 PM, "DJI Support_US" <
[email protected]> wrote:
Hello Thomas,
During internal testing, we were only able to recreate the firmware upgrade FPV problem with the Phantom 2 Visions, not the Plus models. However, this appears to be the same issue to me, since only the wifi module is listed on the invoice, there was no impact damage, and you've said it only happened after that firmware upgrade. So I was able to get this repair cost covered outside of the warranty coverage period. You can disregard the invoice, and you'll be updated on the repair progress via automatic emails.
Best Regards,
Jake
DJI NA Repair Admin
