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Autel Support Issues Continued.....

atortaloha

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Have you had issues with lack of support from Autel? Or unable to reach anyone for days or even weeks? Then you finally do and get told all these promises and apologies? I just sent in my Enterprise 6K for the second time in the past month promised that they were going to swap out for something else since this does not seem to work with the standard remote and then I get a text saying it's on its way back to me again! Why wouldn't support keep their word or give a common courtesy email or phone call at least letting me know what they found or did? Just makes no sense wasting this much energy on any drone. They were not to send this back my way and just did without even notifying me. Really getting old wasting this much time on a drone that doesn't work ever. I know most of us have been there and is really not a fun feeling. No more Autel drones until they sort this lack of support and customer service out.

 
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trainflyer

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It took Autel Customer Service 4 months to get back to me with a response to a question about paring a Smart Controller V2 with my Autel that I thought was a V2, but it was some other flavor of II or 2 or whatever, so that is the reason it would not bind. Would have been handy if I would have known much sooner.
 

tuxontodd

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Autel has dronenapped my EVO 1. Sent it in for a gimbal repair estimate in late April or early May. The estimate was around $360 and I asked what the likelyhood of being able to source batteries for another year. Never heard back. Several times I have tried to contact them to get my drone back. You call the number, seems like you are always in queue #2, hold forever only to leave a message and never hear back. WTF, this company supposedly had great customer service. I've never experienced it. They use to answer the phone but couldn't answer some basic questions.
I've moved on to a Mini 3 Pro and not looking back. Autel I want my f'ing drone back.
 

kyokushinkai

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Have you had issues with lack of support from Autel? Or unable to reach anyone for days or even weeks? Then you finally do and get told all these promises and apologies? I just sent in my Enterprise 6K for the second time in the past month promised that they were going to swap out for something else since this does not seem to work with the standard remote and then I get a text saying it's on its way back to me again! Why wouldn't support keep their word or give a common courtesy email or phone call at least letting me know what they found or did? Just makes no sense wasting this much energy on any drone. They were not to send this back my way and just did without even notifying me. Really getting old wasting this much time on a drone that doesn't work ever. I know most of us have been there and is really not a fun feeling. No more Autel drones until they sort this lack of support and customer service out.

This is the exact reason Autel Robotics will never compete with DJI and other drone companies that actually have support and care about their customers. I sent a Nano back under their return policy which has taken forever just to get them to send the return label. I mailed the unit back the day I got the label, had proof of delivery and now hear nothing from them. Under "their own policy" a one day inspection and refund, NOTHING. Does you no good to send emails, support requests, or even try to call, Autel Robotics sucks at support and informing the customer. They may want you to think they are a USA company but the truth is they are a Chinese operation and act like one!
 

kyokushinkai

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Have you had issues with lack of support from Autel? Or unable to reach anyone for days or even weeks? Then you finally do and get told all these promises and apologies? I just sent in my Enterprise 6K for the second time in the past month promised that they were going to swap out for something else since this does not seem to work with the standard remote and then I get a text saying it's on its way back to me again! Why wouldn't support keep their word or give a common courtesy email or phone call at least letting me know what they found or did? Just makes no sense wasting this much energy on any drone. They were not to send this back my way and just did without even notifying me. Really getting old wasting this much time on a drone that doesn't work ever. I know most of us have been there and is really not a fun feeling. No more Autel drones until they sort this lack of support and customer service out.

AUTEL SUPPORT SUCKS
 

tuxontodd

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I'd say there support sucks, however I was recently surprised. Sent my Evo 1 for a repair estimate after a crash. I got quoted $360 for a gimbal repair and decided against it because the batteries suck and would soon be a paper weight. The gimbal wasn't visibly damaged but would jerk up every few seconds like it was trying to auto calibrate. The calibrate option was greyed out in the menu as well. Took four months to get her back. When I got it back no more gimbal issues. I don't know if it was just a loose wire but it works now at no cost to me. I've moved on from Autel and got the Mini 3 Pro. No looking back.
 

kyokushinkai

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I'd say there support sucks, however I was recently surprised. Sent my Evo 1 for a repair estimate after a crash. I got quoted $360 for a gimbal repair and decided against it because the batteries suck and would soon be a paper weight. The gimbal wasn't visibly damaged but would jerk up every few seconds like it was trying to auto calibrate. The calibrate option was greyed out in the menu as well. Took four months to get her back. When I got it back no more gimbal issues. I don't know if it was just a loose wire but it works now at no cost to me. I've moved on from Autel and got the Mini 3 Pro. No looking back.
Well sounds like you had some luck with them but so far nothing for me. I went to Autel only because of the NFZ with DJI products. Would buy a Mini 3 but the NFZ is a looser for me, just dont like a company enforcing the FAA rules when I am tasked with that myself. Happy for you and keep flying!
 

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