Back at the end of June, I purchased an Autel Lite+ during their Fathers Day sale. The drone arrived and looked OK. When I first tried to take off, I noticed that after over five minutes, it still didn't have a GPS fix. I took off anyway. and ascended up to about 30 feet. It immediately started to drift and head for some trees. I landed and restarted everything. This time, the gimbal went through the self test and would not respond. I restarted a few more times and sometimes the gimbal would work and sometimes not. I sent a note to Autel's CS and began an exchange that lasted a few weeks with various suggestions, none of which made any difference. I finally suggested that I send the drone back for repair of replacement. I received a prepaid mailing label with instructions for sending it back. After about a week, I received a note that it would be replaced. A few days later I received the replacement and went through the normal preflight tests. It had a GPS within 30 seconds and no issues with the gimbal (other than the sometimes repeating annoying message about checking the gimbal). I took off and ascended to 390 ft. and everything worked normally. The images and video were great and it landed as expected. Still a happy customer.
A Recent Customer Service Experience with Autel
- Thread starter ethelsnakes
- Start date
- Joined
- Jul 14, 2022
- Messages
- 374
- Reaction score
- 230
- Age
- 67
This is the EXACT same thing that happened to me with my first drone. A Nano Plus. My only complaint is that the replacement drone they sent was grey as they said they no longer made the orange ones. I had purchased orange so it would be easy to see. But they were very good to me. They sent me a new drone and my old one back.
mark.stolz
Member
- Joined
- Nov 13, 2022
- Messages
- 13
- Reaction score
- 9
- Age
- 63
I've had to deal with their customer service three times now. The first was a product issue with the Nano+ and the next two times because of pilot error (impact with stationary objects). Those two crashes were with my Nano+ and Lite+. All three times they took care of me quickly with great communication. I'm a happy Autel customer.
Same here! I had to contact Autel Support 1 month after I got my Evo Lite+ last year. It was a very positive experience overall. They replied to me within 2 hours and helped me fix an operator mistake - and explained how to avoid the issue in the future.
I've read a lot of negativity on this board regarding CS....and in general regarding Autel drones. Nothing but a pleasant experience for me.
My Lite+ has been an absolute joy to use.
I've read a lot of negativity on this board regarding CS....and in general regarding Autel drones. Nothing but a pleasant experience for me.
My Lite+ has been an absolute joy to use.
Only good words for CS in EU.
My 3 recent experiences:
1] Certification of E2P V3
Filed the required information on Sunday, got confirmation on Monday. Label shipping confirmed on Tuesday. Received in mailbox Wednesday
2] Certification for Nano+, took longer due holiday season, but completed within 2 weeks.
3] E2P v3 ''Downward sensor calibration issue'', had to send in the drone [to germany]. Return time 1 week. Issue fixed.
No complaints at all from me.
My 3 recent experiences:
1] Certification of E2P V3
Filed the required information on Sunday, got confirmation on Monday. Label shipping confirmed on Tuesday. Received in mailbox Wednesday
2] Certification for Nano+, took longer due holiday season, but completed within 2 weeks.
3] E2P v3 ''Downward sensor calibration issue'', had to send in the drone [to germany]. Return time 1 week. Issue fixed.
No complaints at all from me.
wish I had the same experience with my EVO lite. at home, everything works fine. when I head out to use it, the remote controller states that it is not connected to the drone--zero pic fromthe camera. Contacted autel and some nasty guy kept insisting that I video what is going on--HELLO, I am using my iphone with the remote!!
went back and forth with him. eventually ,the clown tells me that the remote is not communicating withthe drone--DUH!! did he offer to have it fixed? NO. he wanted me to try a firmware fix.
I am not tech savvy. I explained to him that Autel should make the repair or replace the drone and never heard a word back fromt hem. I am disappointed to say the least. NOT a cheap drone either.
I am now stuckj with adrone that flies but is not connected using the sky app and the remote controller
went back and forth with him. eventually ,the clown tells me that the remote is not communicating withthe drone--DUH!! did he offer to have it fixed? NO. he wanted me to try a firmware fix.
I am not tech savvy. I explained to him that Autel should make the repair or replace the drone and never heard a word back fromt hem. I am disappointed to say the least. NOT a cheap drone either.
I am now stuckj with adrone that flies but is not connected using the sky app and the remote controller
boatdoc,
The curious thing you mention is that the drone works fine at home. You get an image transmission at home on your phone (or tablet) AND your remote connects fine to the drone.....but only while you are at home? You go outside of your home and the remote will no longer connect and you get a blank image transmission?
...if what I said is accurate...wow. I've never, ever heard of that. Sorry hear that.
The curious thing you mention is that the drone works fine at home. You get an image transmission at home on your phone (or tablet) AND your remote connects fine to the drone.....but only while you are at home? You go outside of your home and the remote will no longer connect and you get a blank image transmission?
...if what I said is accurate...wow. I've never, ever heard of that. Sorry hear that.
Last edited:
@shuggins
my whole life I have heard"never heard of that"
it is true. at home, I deleted the sky app and reinstalled it. Had video pics, remote connected to drone. zero issues. too weird. maybe Autel is afraid of this drone? not sure why they wil not offer to fix it or replace it. all my other autel drones are just fine--zero issues
@shuggins
my whole life I have heard"never heard of that"
it is true. at home, I deleted the sky app and reinstalled it. Had video pics, remote connected to drone. zero issues. too weird. maybe Autel is afraid of this drone? not sure why they wil not offer to fix it or replace it. all my other autel drones are just fine--zero issues
LOL! I tell ya, I've heard that most of my life too. "You shouldn't be having this happen. No one else has this." Uh-huh.... yea.
Not that this makes any difference...but lite or lite+? It sure sounds like a bad firmware. My Lite+ is always reliable and I love it. Lemme dig mine out and look at my FW version - just for kicks. Post your FW version, if you don't mind.
Similar threads
Latest threads
-
-
Autel Evo II pro V2 6K. The drone is in like new condition
- Started by Dsixty6
- Replies: 0
-
-
-
Members online
No members online now.