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Warranty and Exchanges with Autel

Gimbalz

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Guys,

I am seriously thinking of getting an Autel drone, but their lack of support scares me a lot. As you all know, all Chinese products have an issue with QC. No matter what product or brand, it's the same.

DJI has known QC issues and so far, I believe Autel does, if based on my research so far. Normally I guess, the QC involve the lens/camera, since these require a lot of precision in manufacturing. The only reason you're not hearing or reading much about QC issues with drones is because most people are happy with sub-standard image quality, or maybe they don't really know what is good image quality to even bother. Most people are just looking for some toy that can easily fly and take decent images/video.

So anyway, I'd like to know what are your experiences with Autel? Is it easy to claim warranty and/or exchange and/or repair Autel drones? I'm picking up horror stories in this forum and elsewhere regarding Autel customer service, or more importantly, their approach as a company to "customer service".
 
I have owned an EVO Lite+ for a few years and have only needed support one time and had no problems. In fact, they replaced the drone that I crashed with a complete new package including three new batteries, controller, and everything that came with it. DJI would have only replaced the drone so that's all expected and was surprised to get the rest.
 
I have owned an EVO Lite+ for a few years and have only needed support one time and had no problems. In fact, they replaced the drone that I crashed with a complete new package including three new batteries, controller, and everything that came with it. DJI would have only replaced the drone so that's all expected and was surprised to get the rest.
I had the polar opposite experience after crashing my Evo Max 4t. Never been so frustrated with a company in all my life. I took the chance with Autel and really loved the aircraft but without the customer service if/when needed I would have never purchased. I’m still in the process now of trying to get a replacement drone paired and flying safely in order to continue my thermal power search business. It’s been over a month and still no answer and I’m out thousands of dollars in revenue as this is the busiest time of year. Going back to DJI as I NEVER had an issue in the 5 years I have had them.

You’ll never make it in this business like this Autel.
 
I had the polar opposite experience after crashing my Evo Max 4t. Never been so frustrated with a company in all my life. I took the chance with Autel and really loved the aircraft but without the customer service if/when needed I would have never purchased. I’m still in the process now of trying to get a replacement drone paired and flying safely in order to continue my thermal power search business. It’s been over a month and still no answer and I’m out thousands of dollars in revenue as this is the busiest time of year. Going back to DJI as I NEVER had an issue in the 5 years I have had them.

You’ll never make it in this business like this Autel.
Wow. Man, I'm so sorry to hear this. I wish I knew more on how to help you. I can feel your frustration.
 
Are you saying that the problem is a "pairing" issue? You have received a replacement?
 
The big take away is that they” chinese workers here in the US, don’t have the ability to fix anything. 99% of the time the estimate for repair if it’s not under warranty is more than what you’ve actually paid for the drone and accessories. So they end up telling you they are going to swap out the drone. 99% of the time it’s only swapped out they don’t do repairs.
 
exactly what I tried posting. They don’t do repairs they just replaced them. I don’t think they have a competency level or the technical ability to actually do manufacturing level repair.
 
so I try to post a somewhat lengthy post about Autel’s ability to do repairs. They do not do any type of repairs. They do the same things you can do at your house. They think they’re actually technical experts which they are not at that facility in Washington. All they do is give you an overrated estimate overpriced probably more than you’ve actually paid for the actual Drone and then you decide. I’ll just take the swap out new one. 90% of the time they just swap them out.
 
My first drone I got from them had a defective gimbal. And about two months of back and forth emails (with tons of excuses from them about why they were not getting back to me right away) they admitted that it was defective and sent me another one. That one was defective too. After another two months of back and forth emails (with tons of excuses about why they were not getting back to me right away) they admitted that one was faulty too. They said they were going to send me another one. I told them I didn't want another one I just wanted my $716 back. They told me that if I boxed both drones up and shipped them back they would refund my money. So I did. I waited for a week AFTER the tracking number said they had received the drones and then contacted them and asked when I should be receiving my money back. They stated they never received the drones. I sent them proof of the date that they got the drones back and who had accepted them at the facility. I didn't hear from them again for about three weeks and finally they got back with me and told me they couldn't refund my money because they didn't have the funds to do so. I emailed them back and told them that I knew better because they were still selling drones. Then I got an email from them stating that they would send me another drone if I sent them $79 for shipping. I told them no. That I just wanted my money back. By that time it was going on over 6 months with all this back and forth. So I contacted my bank to file a charge back. My bank told me that Federal law prohibits filing charge backs on items purchases over 6 months ago. They also went on to say thats probably why Autel kept dragging this whole things out. So! As of now they have my $719 AND my two drones and I have....nothing. Luckily, in the mean time of all this back and forth I bought a Potensic ATOM which is a joy to fly and has never given me an ounce of trouble.
 
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I am seriously thinking of getting an Autel drone, but their lack of support scares me a lot.

Not sure what you mean. Every time I've had a problem I was able to speak with someone on the phone. And when I damaged my drone and needed it replaced they were really helpful and replaced it- despite the fact I hadn't set up the insurance correctly when I got the drone. They easily could have denied my claim because of that but they didn't and sent me a entire new kit with all the accessories. That's just my experience, but I'd give their customer support an A
 
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