Yuneec USA Inc.

The customers unit was repaired and tested by our technicians and was deemed to be working to the units operational spe**Our phone techs did revise the customers telemetry data and found no defects and did explain that the unit was working correctly under the correct mode at time of crashThe attach information will show conversations between the customer and the techsName: C0*** ***
Memo
Hi,
I sent in a defective Typhoon H drone with props in attached photoYou guys sent me back a prop-less drone
Cheers,
***
----- -----
*** ***
07/27/5:pm
Name: *** *** (**@yuneecusa.com)
Memo
Hi ***,
An request for the props has been sent to our ordering departmentYou will receive a notification when that request is processedThank you
07/27/5:pm
Title: Case #***8: Crashed
Name: *** *** (**@yuneecusa.com)
Memo
Customer did not receive props back with his repairPlease send Typhoon H props A and B
YUNTYH118A
YUNTYH118B
Thank you
07/13/12:pm
Name: C0*** ***
Memo
My assessment stands of non warranty adue to pilot error and not of unit malfunction
07/13/12:pm
Name: C0*** ***
Memo
Returned customers callback per request through ***I called and advised based on my view and view of A Radtke there was no fault of aircraftBased on attached telemetry file he launched in smart mode and drone darted towards him and recovered and still in smart(follow me) per customer statement he was moving around and per follow me it was responding correctly and struck a tree
07/13/12:pm
Title: Case #***8: Crashed
Name: *Internal Sales Rep
Memo
07/08/1:pm
Name: C0*** ***
Memo
From: ***@gmail.com
Sent: 2016-07-08T19:54:14.000Z
To: **@yuneecusa.com
Subject: Re: Re: Re: Re: Yuneec Repair Quote
Please read the rest of my ticketI've called and spoken to Yuneec several timesThe Typhoon had a defect that caused the crashYuneec needs to repair the Typhoon under warranty
Cheers,
***
----- -----
*** ***
I buy ugly multifamily housing
units or unitsContact me
"There is no place like 127.0.0.1."
On Fri, Jul 8, at 3:PM, wrote:
I see on your sales order you owe $please call into our support line so we may take your payment information thank you
From: ***@gmail.com
Sent: 2016-07-08T19:34:18.000Z
To: **@yuneecusa.com
Subject: Re: Re: Re: Yuneec Repair Quote
Hi,
I spoke to Sergio on July 6th and he told me that *** is handling my case and will call meI have not heard from *** yet
My sales order is YUS***
Cheers,
***
----- -----
*** ***
"There is no place like 127.0.0.1."
On Wed, Jul 6, at 10:AM, wrote:
STATUS
Pending Receiving
This means one of things, we haven't received it yet or it has not been checked into the repair departmentOnce it is in you will receive an email from the repair department depicting the receipt of your unit
Customer Care Yuneec USA Inc
*** Ontario Mills Parkway
Ontario, CA ***
O: ***
www.yuneec.com
Like us on Facebook https://www.facebook.com/YuneecAPV/
Follow us on Twitter https://twitter.com/YuneecAviation
Follow us on Instagram https://instagram.com/YuneecAPV
Notice of Confidentiality: This message, together with any attachments, is intended only for the use of the individual or entity to which it is addressedIt may contain information that is confidential and prohibited from disclosureAny unintended recipient is expressly prohibited from disclosure, copying, distributing or use of the contents hereofIf you received this message in error, please notify the original sender and destroy this item, along with any attachments
From: ***@gmail.com
Sent: 2016-07-06T14:24:13.000Z
To: **@yuneecusa.com
Subject: Re: Re: Yuneec Repair Quote
Hi,
Any update regarding my case? *** told me that she will call me back on SaturdayHave yet to hear from her or anyone else @ Yuneec about my Typhoon
Cheers,
***
----- -----
*** ***
"There is no place like 127.0.0.1."
On Fri, Jul 1, at 7:PM, *** wrote:
ThanksI spoke to *** @ 6:PM ESTPlease check with her
Cheers,
***
----- -----
*** ***
"There is no place like 127.0.0.1."
On Fri, Jul 1, at 7:PM, wrote:
Hello, you will be receiving a call back
From: ***@gmail.com
Sent: 2016-07-01T22:50:19.000Z
To: **@yuneecusa.com
Subject: Re: Yuneec Repair Quote
To Whom It May Concern:
Thank you for looking into the situation with my TyphoonIn my discussion with *** on June @ 4:PM ESTWe established that the Typhoon was operating in Smart Mode for the entirety of its final flight when it crashedThe Typhoon did not consistently behave in Smart ModeIt did not behave that way until the crashIf it did behave in the mode it was supposedly in, Smart Mode, I would have known and made adjustments to land the Typhoon safelyThis is a defect in your product so I should not have to pay for repairsWitness observations during the flight will back up this conclusionI believe that I should be reimbursed for shipping costs to get the Typhoon to you
Sincerely,
***
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*** ***
07/08/1:pm
Name: *** *** (**@yuneecusa.com)
Memo
Hello,Did you ever provide your proof of purchase?
AP
07/01/4:pm
Name: C0*** ***
Memo
To Whom It May Concern:
Thank you for looking into the situation with my TyphoonIn my discussion with *** on June @ 4:PM ESTWe established that the Typhoon was operating in Smart Mode for the entirety of its final flight when it crashedThe Typhoon did not consistently behave in Smart ModeIt did not behave that way until the crashIf it did behave in the mode it was supposedly in, Smart Mode, I would have known and made adjustments to land the Typhoon safelyThis is a defect in your product so I should not have to pay for repairsWitness observations during the flight will back up this conclusionI believe that I should be reimbursed for shipping costs to get the Typhoon to you
Sincerely,
***
07/01/4:pm
Name: *** *** (**@yuneecusa.com)
Memo
*** is going to return call to customerI am not going to return his emailPer *** request
07/01/11:am
Title: Yuneec Repair Quote
Name: INSP 2- Jay Flores (**@yuneecusa.com)
Memo
Dear *** ***
Your attached Sales Order Sales Order #YUS*** is pending approval
Please contact us at your earliest convenience to approve and process your repairs
Please contact us at (*** ***
Thank you for your businessLooking forward to hearing from you
Like us on Facebook https://www.facebook.com/YuneecAPV/
Follow us on Twitter https://twitter.com/YuneecAviation
Follow us on Instagram https://instagram.com/YuneecAPV
06/24/8:am
Title: Product Received Notification
Name: INSP 5- *** *** (**@yuneecusa.com)
Memo
Hello ***
This message is to inform you that we have received your product
Thank you for being a part of the Yuneec Family
Yuneec Repair Department
Like us on Facebook https://www.facebook.com/YuneecAPV/
Follow us on Twitter https://twitter.com/YuneecAviation
Follow us on Instagram https://instagram.com/YuneecAPV
06/15/1:pm
Name: C0*** ***
Memo
He says he was no more than feet away
06/15/1:pm
Name: C0*** ***
Memo
Pilot was in smart mode and walking around near unit and it hit a tree
06/15/12:pm
Name: C0*** ***
Memo
Telemetry data shows he was in smart mode and it hit a treeAttached screen shots
06/15/10:am
Name: C0*** ***
Memo
Had successful flightsOn the 2nd flight he took off and went to look at the side of the house facing ithe said the H was in front of him when he took off in angle mode and he went left with Obs Avoidance off and he was moving around and it was facing the house and was going to fly between two houses and he said he backed it up a little and it would not stop backing up and it would not respond to stick input and ran into the treeSays he did not get any warningsWill have him send the telemetry file

Mr*** did speak to Mr*** in customer service on march 3, at 12:00pmMr *** did explain to Mr*** that his unit had a faulty MBoard which caused the unit to become unresponsiveThe unit was repaired and shipped back to the customer but the postal code had an incorrect
number/letter which caused the unit to be shipped to the incorrect addressThis has been corrected and the unit is in route to Yuneec and will be re-shipped to Mr***Mr*** did apologize to Mr*** for the delaySince the unit was purchased from Best Buy and was flown, Best Buy would not except his returnBest Buy policies are out of our controlWe can not except the return since the item was not purchased directly from usAgain, we do apologize for the delay in getting Mr*** flying? Sincerely,Yuneec?

TO WHOM IT MAY CONCERN, Customer: [redacted] L [redacted] Customers ID: 1[redacted]   We do apologize for MR. [redacted] repair to have taken longer than expected. Mr. [redacted]’s unit has been repaired and was shipped as of 9/14/2016. The tracking number is [redacted]   Best Regards,  ...

Yuneec Inc.

I am rejecting this response because:
This is not the case at hand. The unit is still not repaired,nor was it updated with latest version of your firmware. I sent pictures and videos showing the unfixed items. Further more they sent a return and paid shipping label, but now they're claiming to have fixed it.By the way they also reached out to me on yesterday trying to further assistance with the issue.

(The consumer indicated he/she DID NOT accept the response from the business.)
The response includes some of the interaction between Yuneec and myself. Note that Yuneec does not explain why the unit did not attempt to keep their advertised 26 feet distance from me while in Smart Mode. The flight...

log from their base station shows that the drone did not ever establish that distance even though it was in Smart Mode. This is the defect Yuneec never addresses. It is the defect that eventually lead to the crash. Yuneec is essentially saying that the Typhoon H Drone sometimes operates according to Smart Mode rules and sometimes does not follow those rules. Yuneec conveniently concentrates on the entries in the log that proves their point and ignores the earlier evidence that leads the pilot to believe that the Typhoon is operating under Angle Mode.
This is the issue. If Yuneec sets the sample size (the log entries in this case) to their liking, they can prove whatever they want.

To Whom It May Concern,   Mr. [redacted] A. [redacted] was contacted by the customer service department and reimbursed on 10/18/16.     Best Regards,     [redacted] B. [redacted] Technical Repair Manager | Yuneec USA Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While I find my experience with Yuneec truly disappointing, I guess I'll just have to accept that they aren't going to do anything I want them to, so I give up. But before giving up, I'd like to share the rest of my story.The day after I filed my complaint with the Revdex.com about Yuneec, I tracked my package. It was early morning when I looked, and came to discover that my package was in fact heading east, and was getting farther daily. I spoke with Yuneec on the 28th of Feb. To let them know that when I tracked the package with the shipping # provided, it showed Sydney, Nova Scotia as the destination. I was told not to worry because the address the had on file was for [redacted] BC. I even suggested we verify the address again to make sure. Well what another waste of time that obviously was. (I'm not kidding when I say that Yunneec has now collected my personal information no less than 6 times, from 6 different people.) He said he'd pass the information along to his shipping department, and they'd get back to me. Well, nobody ever did. When I saw that my package was still heading east on the morning of the 3rd, and they day after filing my complaint, I was furious! I immediately emailed UPS to tell them that Yuneec obviously screwed up shipping details. I gave them my proper address at that time. (I have these emails with the dates to confirm) later that morning, I recieved a few emails from Yuneec. One of which was from a gentleman from Yuneec, trying to explain the shipping situation to me. (The first I'd heard back from Yunneec about it, and only after they were contacted by the Revdex.com I suspect.) In the email, the man blamed UPS for screwing up the address, and told me where my package was. He requested that I contact him immediately. I tried to do just that by phone, only to be told that contacting him immediately was impossible. ? Somebody left a message for him from me, although in the end, it wasn't him I heard from, but somebody else. Big surprise. Another one of the new emails from Yuneec was what looks like a receipt for the repair of my drone. The invoice simply lists what parts they replaced and their price. I guess this was their offering in response to my initial question of, "what went wrong?". Not the information I was looking for, and literally the third time that they had sent me this invoice, with no other details along with it. (The average person who buys a drone, doesn't have a clue what an 'M7 board' is, or how it made my drone fly away, and then fall from the sky. Details, people!)Anyways, eventually I was called back by someone else at Yuneec, who finally acknowledged that it was Yuneec's fault regarding the shipping. At that time, I asked him if he could also finally answer my question of what happened to my drone, as well. He explained finally what the "M7 board" is, and how it MAY have been the culprit. He also went on to say that it's really hard to actually tell what it was (despite the fact that I sent the telemetry, and the drone back to them)for sure. I asked him at that time if there was any chance that Yuneec would just reimburse me so I could walk away from the whole situation. He told me what the guy weeks ago told me, that they wouldn't. That I'd have to deal with Best Buy, who's policy is to only return drones that haven't been flown yet. All very disappointing to say the least. Also a clear example of a company who clearly doesn't pay attention to details. It seems like there is a lack of training, or maybe just a lack of people caring in Yuneec, which doesn't feel very good once they've collected your money and you have a problem(s).As far as I'm concerned, the ONLY reason that I recieved those emails that morning, and the only reason that I finally got any answers, or had somebody look into the shipping issue, was because they were contacted by the Revdex.com. I will never support Yuneec again, and will encourage others to find another manufacturer as well. As it stands now (March 8) the drone is still making its way back to me, via ground shipping. I bought the drone in early January. It crashed and was sent back to Yuneec near the end of January, a couple weeks after purchasing it. It'll be the middle of March by the time I have it back on my doorstep. To put it in perspective, when I shipped the drone back to Yuneec in California, it took about 4 days to reach their repair facility. I recieved an email on the 21st of February to let me know that the repairs were completed, and they were sending it back.... That's feeling like quite some time ago now. Totally unacceptable!Anyhow, that's my story about Yuneec.

Initial Business Response /* (1000, 8, 2016/03/28) */
Customer's charges were fully refunded to the credit card he used, via PayPal on 3/11/2016
PayPal transaction ID #9YXXXXXXXXXXXXXXX
Initial Consumer Rebuttal /* (2000, 10, 2016/03/29) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)

Initial Business Response /* (1000, 8, 2016/08/04) */
Customer's product was repaired and sent back to him on 7/13/16. Product was delivered by UPS on 7/20/16. Tracking #: 1ZF735YXXXXXXXXXXX

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I also want to thank the Revdex.com, because I sincerely believe the contact and resolution by this company was directly related to the filing of this complaint. Also, the company representative was polite, honest, direct, responsive and professional during our communications; his conduct made the resolution possible.[redacted]

Initial Business Response /* (1000, 5, 2016/07/11) */
We will repair or replace Mr. [redacted]'s drone at no cost to him. We will cover all shipping charges.
Yuneec customer service will issue a shipping label and a RMA.

Mr. [redacted] did speak to Mr. [redacted] in customer service on march 3, 2017 at 12:00pm. Mr [redacted] did explain to Mr. [redacted] that his unit had a faulty M7 Board which caused the unit to become unresponsive. The unit was repaired and shipped back to the customer but the postal code had an incorrect...

number/letter which caused the unit to be shipped to the incorrect address. This has been corrected and the unit is in route to Yuneec and will be re-shipped to Mr. [redacted]. Mr. [redacted] did apologize to Mr. [redacted] for the delay. Since the unit was purchased from Best Buy and was flown, Best Buy would not except his return. Best Buy policies are out of our control. We can not except the return since the item was not purchased directly from us. Again, we do apologize for the delay in getting Mr. [redacted] flying.  Sincerely,Yuneec

Final Consumer Response /* (2000, 9, 2015/10/16) */
Yuneec has sent me my property and I'm in the motions of testing now.