Autel Support

[flyingcarpent9]

Is anyone else finding that Autel Robotics (AR) support via chat is not functional during their listed business hours? I understand the difference between the time in China and EST, and I try to use their chat line during their business hours, but I get the message that the chat agent is "offline".

Is anyone else having this issue?

Thanks, in advance.

 

[Kestral]

I had a isssue with my smart controller in the end I went with email ,response time was about three days but when they got the ball rolling they returned my emails were replied to on a daily basis it’s now gone to Germany for repair and took about a week to resolve

 

[flyingcarpent9]

I had a isssue with my smart controller in the end I went with email ,response time was about three days but when they got the ball rolling they returned my emails were replied to on a daily basis it’s now gone to Germany for repair and took about a week to resolve

What issues did you have with the Control Unit? Do you have the SE-type Control Unit?

 

[Kestral]

It’s a smart controller some of the touch screen buttons were unresponsive Did a factory reset to no avail contacted customer services on KB s advice

 

[Andre Autel EVO II Pro V2]

I had a isssue with my smart controller in the end I went with email ,response time was about three days but when they got the ball rolling they returned my emails were replied to on a daily basis it’s now gone to Germany for repair and took about a week to resolve

Hallo Kez, were did you send it in Germany? The mentioned address and phone number doesn’t exist.

 

[Andre Autel EVO II Pro V2]

Can someone tell me were to send my drone to repair in Europe
Thanks

 

[Kestral]

Hi I emailed support @autelrobotics.com
They responded asked for info
Description of fault
Video of fault
Agreed a return of smart controller only required
Issued returns label and export docs
Ups shipped to hochheim
Now it’s took a week to get to Germany
They have had it for a week and I have had no update
In my opinion the equipment is quality
The customer services is mediocre
Autel could improve customer service by having a better regional customer service/repair support system however postpandemic I have found customer service is pisspoor in pretty much all sectors
Good luck
All the best kes

 

[Andre Autel EVO II Pro V2]

Hi I emailed support @autelrobotics.com
They responded asked for info
Description of fault
Video of fault
Agreed a return of smart controller only required
Issued returns label and export docs
Ups shipped to hochheim
Now it’s took a week to get to Germany
They have had it for a week and I have had no update
In my opinion the equipment is quality
The customer services is mediocre
Autel could improve customer service by having a better regional customer service/repair support system however postpandemic I have found customer service is pisspoor in pretty much all sectors
Good luck
All the best

Ok Kez, but were in Hochheim?

thanks

 

[Kestral]

Vitech GmbH
AUTEL-Repair Center
Dr.-Ruben-Rausing Str. 2
Lagerhalle 8A
HOCHHEIM
65239
DE

 

[cmal82517]

Vitech GmbH
AUTEL-Repair Center
Dr.-Ruben-Rausing Str. 2
Lagerhalle 8A
HOCHHEIM
65239
DE

Hi Kes

I have been asked to send a drone for repair to this address. Did you hear back from them in the end?

Thanks

 

[Kestral]

Hi yes they replaced my controller but ups were useless on clearing customs they wanted me to pay import fees I emailed spencer in china and he sorted it Autel customer service have a lot of bad press but I’d have to say spencer seems to be trying to get it right

 

[cmal82517]

Hi yes they replaced my controller but ups were useless on clearing customs they wanted me to pay import fees I emailed spencer in china and he sorted it Autel customer service have a lot of bad press but I’d have to say spencer seems to be trying to get it right

Good to hear, thanks Kes!