Defective drone - Lost it :-(

[ottomano]

Dear Hubsan support,
I had a very bad issue with my Hubsan H501S Advanced.

I had many flights with it and I could say I'm an experienced drones user and reviewer (please see my very positive review of the drone here: https://www.nicolaottomano.it/2018/03/16/drone-hubsan-x4-h501s-advanced-fpv-gps-follow-me-recensione/ )

Today I was flying my H501S in order to take beautiful video footage of italian mountains.
After less than a minute that the drone was flying, at less than 100 meters of distance, the video suddenly was totally lost and the drone stopped responding. No video and way to control it.

I was on GPS flying mode ON, and I suddenly activated the Return to home, but the drone never returned and after few minutes - during which I could do nothing but look at the telemetry on the radio control - it crashed itself in a cliff where I lost it.

Please see the image of the telemetry I got few minutes before the drone crashed.
https://ibb.co/eUcCF8

For some kind of reasons it lost totally control. The batteries were full charged on both drone and transmitter, everything was fine, there where 11 GPS satellites... it could have been a flight like many other I did before.

I think it was a fault of the drone.
I'm here to ask you what are the warranty policy for these kind of defects. Do you Hubsan replace a faulty product that was lost?

Best regards,

Nicola

[Hubsan-Ailsa]

Hi Nicola,sorry to hear the incidents.Did you try to find the drone according to the GPS coordinate?
May I know if the drone picked up satellites or more before take off when you engaged the RTH ?

[ottomano]

Hi,
unfortunately the cliff on where the drone felt down is very difficult to reach even for experienced climbers.

The drone picked up 11 satellites at start and stayed on 11 satellites for all the time. But even I activated the RTH function (I did it suddenly, when the drone was at less than 100 meters from me) it was not responding and kept going away.
I thought a lot about the cause of the problem and I can hypothesize that there were issues on sensors on board, maybe the gyro?

I flew many times with this drone and I had a positive feeling with it, never had a problem until now.

Nicola

[ottomano]

@Hubsan-Ailsa

Do you know what is the Hubsan warranty policy for these type of defects?

Nicola

[Hubsan-Ailsa]

Hi do you have the video for demonstrating the defects of the drone?

[ottomano]

Hi,
unfortunately the drone lost control in less than a minute (maybe less than 30 seconds), in where I had no time to take a video.
I just were managing to let my drone return home and then, when I realized that it was lost, I took a photo of the transmitter screen in order to save GPS coordinates and the last telemetry reported by the drone.

I would suggest, for future Hubsan products improvement, that there should be a way to record a log of the telemetry into the transmitter.This would help your technician in analyzing issues and know if there were a fault of the product or an error of the pilot.

So, even if I have not a video (you know, it is difficult to take a video where you are struggling to save your drone) do you at Hubsan would in some way replace or maybe meet an happy customer like me? I would for sure mention it positively in my review.

Best regards,

Nicola

[ottomano]

Dear,
No solution for my issue?

Nicola

[Hubsan-Ailsa]

Hi ottomano,So sorry for if there no video to demonstrating the issue of the drone,I don't know how to help you.
Sincerely thanks for your idea of the drone design,I will pass your suggestion to our R&D department.
Besides,kindly fly the drone on the flat open place,switch on the GPS mode,while pick up 6 satellites or more before take off and keep on 6 satellites or more on the way.Take care of the battery power of the drone.

[ottomano]

Ok, so you are telling me:

• We don't save a log and, without a log, we cannot confirm what happened

• Even if you sent us a photo of the transmitter screen, on where it is clear that even the video was not transmitting at less than 300 metres and the drone was out of control, we do not care about it

• You shopuld have done a video while struggling to save your drone

• We cover only drone faults that happen when the drone is on the ground. If something happens in the air and the drone "get mad" and fly away without control, we do not care.

Maybe a good customer support could have meet an happy user (and, let me say, in my blog I receive hundreds of visits from italian people reading my very good opinion on the Hubsan H501s) and at least say "we care about our customers and we would offer you a discount code in order to partially compensate the loss".

Ok, no problem, I will buy it again by myself but I will mention it in my review, which is the third result on italian Google, one step before Amazon:



Nicola

[BigBird]

The response from Hubsan is typical of the response you get from Gearbest, Banggood and Hubsan. How the heck are you supposed to take a video of every flight you make!!! In the chance the drone might take fright and fly off!!

I would take legal advice and never buy Hubsan again... Or buy a drone were the main seller things and wants repeat business.

Try putting your experience on Social Media, mind you I bet they wouldn't care if you did. Hubsan look after the cents and the dollars look after themselves....


Good luck...