Profile News Ohio, Inc.

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.

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