Autel seems to be waning esp in the US for support. I had to send in my
Lite+ and it took close to 2 weeks before I got an actual reference number to ship it back. Shipped it, the got it, and now it's who knows where. I sent an email and the response was - the engineers have it and will contact you. That was about 5 days ago. Nothing, sent another email 2 days ago and no response yet.
Autel USA has a Facebook Page - although not sure how helpful that is. Spoke to a "Director" and he seems to have ghosted me after an initial conversation. To say the least, I'm not happy at this point as I don't know what is going on with my drone and when / if I'll get it back.
The 1-800 number is crap, but some other Autel owners have said they have gotten thru and or had emails / chats within hours. I'm going - who did you speak to as I get different people answering my emails and that can take 2-3 days when they finally respond - if at all.
Not sure of all the issues but from folks who worked at Autel USA Customer Service - the place was a revolving door and good people did not stay long. I've gotten nothing I know of from Autel USA - it's Autel China and their communication is not great.
With the move to strictly "enterprise" drones - that may be part of the problem; but those in the enterprise realm are not going to deal with crappy customer service - not when you're paying 10's of thousands of $$$. They may have a different tech / support channel than us on the low end of the scale. No idea.
It's sad that Autel has gone this route, as most people love their Autel drones and don't want to go to DJI, SkyDio, etc - but what are you to do when something goes wrong with your drone and the company seems to not back them.
Best I can recommend is keep calling the 1-800 number and maybe you'll get past the automatic disconnect line and send emails if necessary daily to make sure someone actually see's it. Should not be this difficult, but until Autel pulls it's head out and makes Customer Service something of a priority - then we're kind of stuck. Luckily I've not needed support a lot.
I'd also check FB Pages to see if help of some type from users can help figure out issues. Usually these types of forums are helpful too.