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Old May 12, 2015, 04:44 AM
Lexman is offline
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Quote:
Originally Posted by Tahoe Ed View Post
However, most of the delay was not caused by DJI but your dealer and their lack of understanding of the warranty repair process. I hope you receive your LB unit back soon.
Hello Ed,
Ok, every coin has two sides
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Old May 13, 2015, 10:12 AM
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Joined Sep 2014
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Hi,
Could you please advise where I can purchase/order new DJI air system antenna (not panel one).

My one was cracked by prop suddenly. Do you think I can fly with one left far enough? Do you have any suggestion for good replacement?
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Old May 14, 2015, 02:36 AM
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Robert Salier
Melbourne Australia
Joined Mar 2010
17 Posts
Tahoe Ed. I disagree, and the facts of the case don't support your assertion. Lack of communication was an issue with my dealer, but taking over 4 months for warranty repair is due to DJI and their processes. DJI's communication also appears to be lacking. Below is an apology from the dealer Flying-Hobby, which also provides some interesting insight into average RMA/warranty turn-around times for DJI. Flying-Hobby are aware I am posting my experience and communications where relevant on this forum.

The good news is that I have been informed that the unit is finally now in transit back to me. I have no way of knowing whether this is in part due to an email I sent to Michael Patrick Perry, Public Relations Manager at DJI.

------

Subject: Re: Complaint re DJI Lightbridge RMA

Dear Robert,

Finally this case shall be over few days later when you receive your lightbridge, still as a supervisor to our company I shall again apology to this unbelievable poor experience you had with us ‘cause no matter what we don’t want to lose a valued customer like you, though we know the chance getting you back is quite low actually. I couldn’t endure such a thing if I were the one facing the same situation as you.

I check the thread you posted on regroup sometimes, I was surprised as well when I saw how DJI representative replied, but I couldn’t make any correction there ‘cause we just wanted your case to be taking care well and fast as expected, though such a simple thing seems to be difficult to them. Still here I need to let you know that the words “your dealer and their lack of understanding of the warranty repair process” is not entirely accurate. According to our experience for being DJI’s distributor since they release their first product, the RMA process always takes 2~4 months.
We need to send the item back to DJI’s local HK repair center, and the item will be there waiting for about one month then to be collected and sent back to DJI China headquarter. After getting that it would take another 4~6 weeks for them to make an arrangement to repair it. Then it would go to the last stage, it will take another 2~4 weeks waiting for their shipping staff to arrange the shipment. What you just experienced is exactly the last stage.

From now on, for all DJI RMA cases, we won’t go as the traditional standard return process that takes unbelievably 3~4 months, we just hired a new staff recently and will be fully responsible to take the DJI RMA items back to China each week instead of DJI HK repair center, it’s actually illegal and against DJI’s RMA principle, but can save much time than before.

It’s a shame on me that needed to write an apology letter explaining such a issue, as mentioned we truly don’t want to lose such a valued customer like you.
Sorry but also thank you for letting us reconsider the our service process and make it better.

Sincerely,



Alex
www.flying-hobby.com
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Old May 14, 2015, 02:51 AM
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Robert Salier
Melbourne Australia
Joined Mar 2010
17 Posts
The good news is that my Lightbridge is now in transit back to me, after over four months for a warranty repair. A few days ago I sent an email to Michael Patrick Perry, Public Relations Manager at DJI asking him to help with my return, pointing out issues with unacceptably long turn-around times for RMA/warranty repairs, and if they are doing anything to address it. I also asked him to comment about DJI’s trade practice of charging for warranty repairs.

DJI’s lack of response is disappointing. I will let this forum know if I do eventually receive a response.


------

From: Robert Salier
Sent: Thursday, 14 May 2015 5:47 PM
To: Michael Patrick Perry
Cc: 'Robert Salier'
Subject: RE: DJI - poor service and support is damaging DJI's brand. My personal experience

Michael,

Could you please respond to my earlier email. This issue is getting airtime on the forums at rcgroups.com and djiguys.com. My earlier email is posted there, and note of no response. The RC and drone community will be interested in DJI’s response, or lack there-of.

Regards,
Robert Salier

---

From: Robert Salier
Sent: Sunday, 10 May 2015 10:51 AM
To: Michael Patrick Perry
Cc: 'Robert Salier '
Subject: DJI - poor service and support is damaging DJI's brand. My personal experience

Michael,

I am reaching out to you in desperation, and to make you aware of how DJI’s extremely poor service and support is damaging DJI’s brand. It is now over 4 months since I returned my DJI Lightbridge for a repair under warranty. After well over 30 emails of follow up and many hours of my time, DJI support have apologised, saying they have a very large backlog … but I am left still waiting.

I am also extremely surprised and disappointed that DJI are charging for repairs under warranty. I have never encountered this before from any company. By my understanding is illegal according to Trade Practice legislation in my country (Australia), and I would expect many countries.

You can read more about my experience on RCGroups.com and DJUGuys.com
http://www.rcgroups.com/forums/showt...101579&page=47
http://www.djiguys.com/Forum/viewtopic.php?f=23&t=7172
I continue to update this with relevant news and communications from DJI and the distributor Flying Hobby, as my experience unfolds.

Michael – I am seeking your help with the following:
• Please help with the repair and return of my DJI Lightbridge. It has been over 4 months that I have been grounded and unable to pursue developing business opportunities with my drone
• Could you please comment on behalf of DJI about DJI’s trade practice of charging for warranty repairs
• Could you please comment on behalf of DJI about DJI’s admission they have an extremely large backlog of service repairs leading to turn-around times of many months, and directly impacting continuity of business for drone operators. Does DJI acknowledge they have a problem in this area? What is DJI doing to address this issue?

Regards,
Robert Salier
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Last edited by salier; May 14, 2015 at 03:09 AM.
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Old May 14, 2015, 09:53 AM
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DJI Support
Las Vegas/Lake Tahoe
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Poor DJI Service

Quote:
Originally Posted by salier View Post
I’m having a very frustrating experience with my Lightbridge. Wondering if anyone has had similar issues, and any suggestions you may have.

I bought a DJI Lightbridge system in June 2014 from Flying Hobby. The control-in connector on the ground system (where you plug the transmitter) did not hold the 3.5mm plug very tightly, and the plug could easily slip out. This problem got worse over time until the connection became unreliable and I had to fix the plug in place with cable ties. I then had a couple of instances where the loss-of-signal failsafe triggered at just 100-200 meters range. Further investigation showed that the antenna-1 connector was intermittently faulty leading to intermittently very low signal strength on antenna-1. At this point I realized I had to return the unit under RMA to be fixed or swapped.

Flying Hobby confirmed they had received the unit on January 16, and said it would probably take 1 to 2 months to be dealt with by DJI. It is now three months later. I have sent several emails to Flying Hobby support asking the status, but they have simply not responded. A couple of days ago I posted a request for help on the Flying Hobby Facebook page, but again no response.

I have now been grounded for over 3 months. Has anyone had similar experiences? Can anyone suggest what I could do at this point?

Regards,
Rob.
Rob,

Thank you for the opportunity to respond to you. DJI did receive your unit on January 23rd. The unit was evaluated on January 24th and repairs were completed on the 27th and the unit tested on the 30th. We shipped it back to your dealer, Flying Hobby, on February 3rd. Our shipping was free of charge though it was noted that Flying Hobby charged $40. Your unit was received by Flying Hobby. The total time your unit was in DJI's possession was 10 days not 2-3 months. I have attached our service record for your information.
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Old May 14, 2015, 08:23 PM
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Robert Salier
Melbourne Australia
Joined Mar 2010
17 Posts
Taho Ed,

Thanks for your response. I need to correct two facts though.

1) The unit was not with DJI for only 10 days. I have the communication history to prove this.

2) The $40 service fee for the warranty repair originated from DJI. Flying Hobby passed this on to me ($38 + paypal fee). I have attached a copy of this invoice to this post.

It is disappointing that a DJI representative would present incorrect facts.

Rob
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Old May 19, 2015, 02:24 PM
Tahoe Ed is online now
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DJI Support
Las Vegas/Lake Tahoe
Joined Feb 2010
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Quote:
Originally Posted by salier View Post
Taho Ed,

Thanks for your response. I need to correct two facts though.

1) The unit was not with DJI for only 10 days. I have the communication history to prove this.

2) The $40 service fee for the warranty repair originated from DJI. Flying Hobby passed this on to me ($38 + paypal fee). I have attached a copy of this invoice to this post.

It is disappointing that a DJI representative would present incorrect facts.

Rob
Rob,

You are correct. I was responding with the data that was available to me. It appears that Flying Hobby sent two LB units in at the same time. That caused the confusion on my part and on the part of DJI. I am sorry for your inconvenience.
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Old Jul 18, 2015, 09:11 PM
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Joined Oct 2014
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Hello, I am new to lightbridge, I have been searching a lot and still I am not sure if there is a app available to fly FPV with an Ipad.

could somebody here help me with this questions? I would really appreciated.

I am thinking about getting a lightbridge system with a Hitec Aurora 9 and a HexH2o copter with gopro Hero 4 Black and 4k video, and I have the following questions, could you please help me out? thank You.

1. Can I Use and Ipad for FPV from the gopro hero Black 4 with 4k?
2. is there an IOS app for the lightbridge, I haven't seen it anywhere but some people say that if you can the instructions on DJI page you can get the app?
3. if there is no app, howcome the Phantom 3 flies with Iphone or Ipad?
4. Can I record into the Ipad or Iphone while fpv?
4. if not app available right now, will it be any?
5. DJI page says there is an upgraded antenna for the lightbridge, a 14dbi antenna which is this antenna and where can I get it.
6. the HexH2o guys say that with the normal system I will fly only 1 km without loosing signal, would the lightbridge increase this?

Thank You very much for your help,
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Old Jul 19, 2015, 08:04 AM
Lexman is offline
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Hardware & software developer
Sweden, Luleċ
Joined Mar 2014
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Quote:
Originally Posted by salier View Post
Taho Ed,

Thanks for your response. I need to correct two facts though.

1) The unit was not with DJI for only 10 days. I have the communication history to prove this.

2) The $40 service fee for the warranty repair originated from DJI. Flying Hobby passed this on to me ($38 + paypal fee). I have attached a copy of this invoice to this post.

It is disappointing that a DJI representative would present incorrect facts.

Rob
Rob,
I really hope that DJI give you any kind of compensation for all the trouble they have caused you. Information from the Flying Hobby was right all along.

Finally - Did you have to pay anything for the repairs ?

Cheers
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Old Jul 23, 2015, 04:39 AM
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Joined Jul 2014
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Hi All,

I apologize if this issue has already been discussed, but I've been having a problem with my Lightbridge setup on S1000 with A2 controller & futaba 14sg.
I get an image through and all the data, but I get bad signal breakup starting 50-100m away, which makes it basically unusable.
The other thing that happens is that failsafe keeps kicking in on the A2. Only happens when light bridge is on. Seems to happen more when light bridge is mounted closer to A2. I'm thinking I have a defective air end, but any opinions or similar experiences appreciated.
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Old Jul 23, 2015, 08:29 AM
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Switzerland
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You're using the Lightbridge's RC system connected to your Futaba's trainer port, right?
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Old Jul 23, 2015, 02:29 PM
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Quote:
Originally Posted by Kilrah View Post
You're using the Lightbridge's RC system connected to your Futaba's trainer port, right?
My thoughts as well. Lightbridge over writing the 2.4gHz RC signal and the RC signal interfering with LB.
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Old Jul 23, 2015, 05:58 PM
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Malta, Europe
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Hello Ed.... need your valuable help again...

what could have happened if after my 3rd flight of the day ( perfect till now ), my Lightbridge decides to not show any video in either the HDMI, nor on a SamsungTab ? Grrrr.......

Back at office... and when connected the GroundUnit to my PC and LB Assistant, I just see one of three firmware versions?

Don't want to send this for repair.... The time between 3rd flight and when this issue started was just 5 minutes until the 4th battery was inserted.

S1000+Zenmuse GH4+LB
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Old Jul 24, 2015, 10:16 PM
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Have you tried to force an upgrade on the ground unit by selecting upgrade and have it do it even if it says there is none anyway? I would try that. It doesn't surprise you have no output based on the firmware that is missing. Make sure that you power cycle between upgrades.
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Old Today, 02:40 PM
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I just got an extra LB system to use as a slave unit. Unfortunately my iPad app won't recognize the LB in order to put it into slave mode. Original LB unit (air/ground on the S900) works fine and is recognized by the app just fine. I was able to upgrade the firmware of the second LB to the newest. Is there anything else to try?
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