My Autel Robotics customer support adventure with Aute Care
1. I purchased Autel
Evo II PRO + "Autel Care" from one retailer at the same time with the intention of bundling both products.
- purchase on April 2, 2021,
- due to the holiday season, the courier delivers Autel
Evo II PRO + Autel Care on April 6, 2021
2. Activation
- at 23:23 on April 8, 2021 I activated the drone (confirmation email)
- after 23:30 on April 8 I tried to activate "Autel Care" which turned out to be impossible.
- at 01:28 on April 9, I am reporting a problem with activation (Ticket Received).
To activate Autel Care, I followed the seller's instructions: You can assign the insurance to a brand new drone or one in which 48 hours have not passed since the drone was activated.
So the time between activating the drone and reporting the problem to customer support about the inability to activate "Autel Care" is 2 hours.
After two weeks of email exchange, log sharing, proof of purchase sent, customer support response: Autel Care activation has exceeded 48 hours, please send the drone to repair center for evaluation.
As I mentioned, it lasted from April 9 to today (April 26), until I am afraid to think how long it will take them to verify the drone if I decide to send it.
On the other hand, what is my guarantee that after sending, they will enable activation of "Autel Care", after all, when I was buying, I was also supposed to be able to activate.
Purchased in Poland. Customer support - Europe