DroneFly, Inc.

To whom it may Concern,
 
Helvetica;">     A complaint was recently filed by a Mr. R[redacted] on the Revdex.com page for Dronefly.com. In this complaint, Mr. W[redacted] states several issues he had with the level of service provided. This rebuttal will attempt to address them individually.
 
The product that Mr. W[redacted] was sold “malfunctioned right out of the box” 
 
Mr. W[redacted] did not place a conventional order with us. He chose to have his total order financed with our partner Lease Station. He began the financing process on June 6th and we were able to bring that to completion on June 9th. We sent the product to Mr. W[redacted] on June 10th and it was signed for on Monday, June 15th. Mr. W[redacted] brought the issue with his craft to our attention on June 22nd. During the course of this conversation Mr. W[redacted] described the nature of the issue that he was having.
 
2) Customer was told that “it was his problem” when he phoned in initially
 
The employee that Mr. W[redacted] dealt with came to the conclusion that he was having what is commonly referred to as a “flyaway”. In layman’s terms a flyaway is an issue with the on-board flight controller that normally maintains the craft’s position in space. In order to function properly it needs to receive accurate information from the onboard GPS module and magnetic compass. In the event that information is incorrect it may cause problems. Due to the nature of the issue in question as well as the terms of our agreement with the manufacturer (DJI) we are expressly prohibited from working on, or swapping out under warranty, any craft experiencing this kind of issue. The reason being that the flight controller uses proprietary software that our technicians do not have access to. At this time Mr. W[redacted] was informed that if he wanted the issue resolved by way of a replacement craft he would have to call DJI and open up a repair ticket seeing as we are also prohibited from opening tickets for our customers directly.
 
3) Customer was told by DJI to “contact Dronefly”
 
Mr. W[redacted] phoned in to DJI in order to open a repair ticket, however, did not effectively communicate to them the nature of his issue. Believing that it was a more conventional issue instead of a “flyaway” he was told that he needed to contact us and handle the issue with his retailer. It was at this time that in the interest of customer service one of our employees took on a more direct role with R[redacted] We contacted DJI on his behalf to clarify the nature of his issue and get his ticket opened. After DJI was informed of the specifics of the situation Mr. W[redacted] began the warranty process with DJI. At this point the situation was out of our hands and up to the manufacturer. During the course of this process DJI determined based off information garnered from the flight controller that his issue was in fact not a “flyaway” but user error. Consequently, Mr. W[redacted] was told that he would not receive a replacement craft under warranty.
 
 
In summation, Mr. W[redacted] was under the opinion that he had a legitimate flyaway and his craft should be replaced. Unfortunately, the information stored in the flight controller contradicted his claims.

Hi Revdex.com,
 
D[redacted] bought a DJI Inspire 1 from us 8/26/2015.  Not once has D[redacted] contacted us about having any issues with his craft.  We think he contacted the manufacture direct. If you don't contact us within the first 10days letting us know you have an issue theres...

nothing we can do.  DJI's policy makes customers deal with them direct after the first 10days of purchase has expired to fix any issue.  
Thanks

Awesome Service,
Cool Drones
I recently found one website which also consist of latest drones you can visit [redacted]

Review: bought a phantom 3 pro that malfunctioned strait out of the box. the first time I called I was told that I bought it and it was my problem now. the second time I called I was told I would have to take it up with dji the people that builds them so I did and was told that it was droneflys deal and to call them back. so I called them back and was dealing with a guy who said he would contact dji and get something taken care of so I just ordered a replacement to use till something was done but nothing has been done and im out $1259 because noone wants to do anything about itDesired Settlement: I want a replacement or a refund. if they dont want to stand by the products they sell then they should not even sell them. I have now spent over $2500 with dronefly so they need to make things right on the first failed product

Business

Response:

To whom it may Concern, A complaint was recently filed by a Mr. R[redacted] on the Revdex.com page for Dronefly.com. In this complaint, Mr. W[redacted] states several issues he had with the level of service provided. This rebuttal will attempt to address them individually. The product that Mr. W[redacted] was sold “malfunctioned right out of the box” Mr. W[redacted] did not place a conventional order with us. He chose to have his total order financed with our partner Lease Station. He began the financing process on June 6th and we were able to bring that to completion on June 9th. We sent the product to Mr. W[redacted] on June 10th and it was signed for on Monday, June 15th. Mr. W[redacted] brought the issue with his craft to our attention on June 22nd. During the course of this conversation Mr. W[redacted] described the nature of the issue that he was having. 2) Customer was told that “it was his problem” when he phoned in initially The employee that Mr. W[redacted] dealt with came to the conclusion that he was having what is commonly referred to as a “flyaway”. In layman’s terms a flyaway is an issue with the on-board flight controller that normally maintains the craft’s position in space. In order to function properly it needs to receive accurate information from the onboard GPS module and magnetic compass. In the event that information is incorrect it may cause problems. Due to the nature of the issue in question as well as the terms of our agreement with the manufacturer (DJI) we are expressly prohibited from working on, or swapping out under warranty, any craft experiencing this kind of issue. The reason being that the flight controller uses proprietary software that our technicians do not have access to. At this time Mr. W[redacted] was informed that if he wanted the issue resolved by way of a replacement craft he would have to call DJI and open up a repair ticket seeing as we are also prohibited from opening tickets for our customers directly. 3) Customer was told by DJI to “contact Dronefly” Mr. W[redacted] phoned in to DJI in order to open a repair ticket, however, did not effectively communicate to them the nature of his issue. Believing that it was a more conventional issue instead of a “flyaway” he was told that he needed to contact us and handle the issue with his retailer. It was at this time that in the interest of customer service one of our employees took on a more direct role with R[redacted] We contacted DJI on his behalf to clarify the nature of his issue and get his ticket opened. After DJI was informed of the specifics of the situation Mr. W[redacted] began the warranty process with DJI. At this point the situation was out of our hands and up to the manufacturer. During the course of this process DJI determined based off information garnered from the flight controller that his issue was in fact not a “flyaway” but user error. Consequently, Mr. W[redacted] was told that he would not receive a replacement craft under warranty. In summation, Mr. W[redacted] was under the opinion that he had a legitimate flyaway and his craft should be replaced. Unfortunately, the information stored in the flight controller contradicted his claims.

Review: DroneFly.com sold me a product (DJI Phantom) that was defective. Unfortunately the defect could not be known until the unit was used. This defect caused this aerial R/C Drone to fall unexpectedly to the ground, which caused the outer shell to be damaged and rendered this drone unflyable. This happened on the second flight with this drone. I contacted the company and spoke with a representative there, and they told me to send the unit back to them at my own expense so they could look at it. I was told that if they found a defect they would replace the unit. I included recorded video of the fall from the air to show that there was no misuse of the product, and that the fall was random. After about 3 business days, they contacted me to tell me that they determined it was user error, and would fix the drone at a cost. I explained that it could not have been user error, and referred to the video. They refused to replace the product, so I asked for a refund which they also refused.Desired Settlement: At this point, I am asking for a refund on this product and would like to part ways with this company.

Review: On 6/16/14 I purchased repair service for a Phantom toy helicopter from Dronefly.com, at a price of $99.00I shipped it to Dronefly on 6/24/14. I enclosed a careful statement of the problem: the helicopter had fallen from the sky. When I asked, they responded on 7/7/14 that they had the product in their warehouse for repairs. On 7/24/14 I received the product, returned from Dronefly, with no communication from either by or with the return. It had not been repaired. In subsequent email correspondence, Dronefly stated that the product had been deemed unrepairable by the tech who worked on it, and that they had refunded my repair order. It was explained that the tech had believed my helicopter was having fly away problems and that that was why he had deemed it unrepairable. I explained again the exact nature of the problem requiring repair service (exactly as I had done in my original letter). In response, Dronefly said Yes, you can send it for repairs.I purchased ANOTHER repair service from Dronefly through their website, again for $99.00 (Order number 18437, placed 10/05/2014.) That service is described as Customer pays for shipping to us, We pay for shipping back via UPS Ground! I sent the helicopter to Dronefly for a second time, on their explicit instructions. For this second repair order, Dronefly emailed me that they would not be able to repair it. When I pressed for an explanation, I was told the manufacturer updated their policies with us in regards to Phantoms falling out of the sky. Dronefly wrote on 11/7/14 We will go ahead and ship your Phantom back to you and in a followup email we will go ahead and send back your craft to you today.Dronefly has not sent the helicopter back to me. In subsequent correspondence, Dronefly have written that they expect me to pay them for shipping the helicopter back to me. I should not have to pay for return shipping when the company has twice accepted then refused my repair order.Desired Settlement: Return my helicopter to me.

Review: In reviewing some of my pictures, I had noticed pink artifacts (triangles) in the upper left and right-hand corners of the pictures. To me, this wasn't right. I immediately addressed the issue w/Dronefly and they requested I send them the pictures for review. So I did, and they ultimitely deemed the camera unit defective. They asked that I disconnect the defective camera unit and ship it to them so that when they did get the replacement units in they could get one out to me right away. I shipped them my defective camera unit (at my expense) on December 5 2013 in which they received it the following week (I beleive Tuesday). In any event, I had inquired several times in the weeks after asking them if they received the replacement units yet. Their typical response, was no (We'll let you know when we do), not yet, or they're being held in customs. Ok, I get it. However, one of my more recent inquiries I had sent to them on January 13 2014 asking again if they recieved the replacement units yet, they had replied yes and that they were more than likely going out the next day. Great! But since then, I've inquired 4 times asking them when I can expect to receive my replacement unit and still no response. It's now January 27 and still no replacement camera. It has been over 6 weeks since I've been able to use my P2V w/the camera.Desired Settlement: At this point, I'd like to receive my camera replacement immediately or receive a full refund.

Review: They sold me a defective item and will not refund or replace.Desired Settlement: I would like a replacement or a refund.

Review: I purchased a DJI Phantom 2 from Dronefly.com and had an issue with the gimble malfunctioning 3 weeks after I bought it. Initially customer service was trying to help, but then their service became non-existant. Here are the facts:3/28/14 - Initial Purchase4/12/14 - Problem reported to dronefly.com4/22/14 - Unit returned per dronefly's instructions4/24/14 - Dronefly received returned unit6/10/14 - Today (48 days later) Dronefly still cannot provide an updateDronefly told me that my unit was sent back to the manufacturer 2 weeks after they received it and they have no way to contact the manufacturer for an update. They told me that I had to do it and it was out of their hands. The manufacturer finally located my unit on 5/30/14 and said they found it but did not provide a ompletion date. This is unacceptable!Desired Settlement: I would like my repaired unit returned immediately. If not, I want a replacement unit. I also want my warranty extended by the time that it's been in their possesion (48 days as of today).