Hubsan Official Forum

2 days after unpacking and using my HT011A I was examining it and saw that the antenna is broken.
the control was never dropped ir anything like that.

How do I get a replacement one on warranty?

Will this one work from the store? EX8000091

Thanks

Hello,may I know where did you buy the HT011A? and would you mind to show the picture and email for us?

Doesn't Hubsan Offer a 1 Year warranty on items sold on it behalf?
This item was shipped from your California address on July 2nd and arrived here on July 9th.
The item was sold to me by your dealer miflydrone2017.
Don't tell me to go to them for warranty replacement when Hubsan says they it warrants the product for 1 year.

Picture is attached. The flex joint is broken.

Hello ,kindly attached the Hubsan warranty policy for your reference.
http://www.hubsan.com/support/index.php/index/index/help.html
For the picture,do you mean the antenna broken because of the unpacking shipment when you received .Or the received antenna is fine but unpacking and placing it in home for two days and found it broken?May I know did you crash the transmitter before?
Would you mind to provide the purchasing receipt and your email for us?

Hubsan-Ailsa wrote: ↑

Sun Jul 15, 2018 11:38 pm

Hello ,kindly attached the Hubsan warranty policy for your reference.
http://www.hubsan.com/support/index.php/index/index/help.html
For the picture,do you mean the antenna broken because of the unpacking shipment when you received .Or the received antenna is fine but unpacking and placing it in home for two days and found it broken?May I know did you crash the transmitter before?
Would you mind to provide the purchasing receipt and your email for us?

Receipt sent to Anne last week. I can supply again. Transmitter never dropped or crashed. Antenna broke when adjusting the angle.

Here it is again ORDER DATE
Jun 29, 2018
ORDER TOTAL
US
Free shipping
Order Hubsan X4 PRO H501A+ FPV RC Drone APP Brushless 1080P Waypoint Follow Me GPS RTFReturn this item
View order details
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1 item sold by miflydrone2017

Hubsan X4 PRO H501A+ FPV RC Drone APP Brushless 1080P Waypoint Follow Me GPS RTF
( 283031071391 )
Delivered on Jul 09, 2018
Tracking number: Tracking number1Z300RX6423460----
This item has been shipped.

You might want to take note of the fact that the support center will charge for shipping even for warranty solutions. Also, we go through an entire process of shipping the original part or product in for inspection for the replacement.

To contact the vendor (especially one we directly drop ship for) is one of your most convenient options- as they are specifically told to replace defective parts when appropriate with little to no inspection fuss.

Hubsan-Anne wrote: ↑

Mon Jul 16, 2018 6:00 pm

You might want to take note of the fact that the support center will charge for shipping even for warranty solutions. Also, we go through an entire process of shipping the original part or product in for inspection for the replacement.

To contact the vendor (especially one we directly drop ship for) is one of your most convenient options- as they are specifically told to replace defective parts when appropriate with little to no inspection fuss.

You need some re-training Anne. Re-read the warranty. The customer pays return shipping but Hubsan pays for shipping back to customer when warranty part is sent. See Section 3 of the Hubsan Warranty.

From Section 3 of the Hubsan Warranty Document
"Hubsan warranty service team will examine and identify the problem once
the product is received. Hubsan will cover the cost of labor, material and return
shipping if we have confirmed the problem is within the quality of our product."

Sure is a lot of hassle over a $00.50 antenna that obviously has issues.
This does not match up with what you emailed to me. For the moment I'll reserve my other comments.

justjarhead wrote: ↑

Mon Jul 16, 2018 6:32 pm

Hubsan-Anne wrote: ↑

Mon Jul 16, 2018 6:00 pm

You might want to take note of the fact that the support center will charge for shipping even for warranty solutions. Also, we go through an entire process of shipping the original part or product in for inspection for the replacement.

To contact the vendor (especially one we directly drop ship for) is one of your most convenient options- as they are specifically told to replace defective parts when appropriate with little to no inspection fuss.

You need some re-training Anne. Re-read the warranty. The customer pays return shipping but Hubsan pays for shipping back to customer when warranty part is sent. See Section 3 of the Hubsan Warranty.

From Section 3 of the Hubsan Warranty Document
"Hubsan warranty service team will examine and identify the problem once
the product is received. Hubsan will cover the cost of labor, material and return
shipping if we have confirmed the problem is within the quality of our product."

Sure is a lot of hassle over a $00.50 antenna that obviously has issues.
This does not match up with what you emailed to me. For the moment I'll reserve my other comments.

I have to rescind my comment regarding retraining. Sorry Anne

Warranty policy on hubsan.com is out of date.
Revised 06/26/2018 03:25pm

Current Policy

3. Warranty service information

a) Hubsan warranty service team will examine and identify the problem once
the product is received. Hubsan will cover the cost of labor and material (not
shipping) if we have confirmed the problem is within the quality of our product.

It used to read:

3. Warranty service information

a) Hubsan warranty service team will examine and identify the problem once
the product is received. Hubsan will cover the cost of labor, material and return
shipping if we have confirmed the problem is within the quality of our product.

Sorry - justjarhead

I May solve this myself

I am not a raving fan of Hubsan Warranty handling Too many gotchas especially the $30 USD Bounty - Handling fee which is subjective $7.20 USD for shipping for $00.50 USD part. Part order from eBay store for Hubsan part $3.99 USD. Cheaper than going to Hubsan Warranty. Real fair isn't it. Pro Customer all the way Hubsan

I guess I got my $00.50USD worth re: this issue.

Done with my rant.

Latest email correspondence re: Warranty. What do you think
Note: The Warranty Document on Hubsan.com/support has been updated as of 7/18/2018 to reflect that Hubsan does not pay shipping. Previously it said that Hubsan paid for return shipping. Who would have bet they would change it.

Latest email to me with my response on top.
Anne,

Let me say that first I did work with mifly and they sent me the wrong part since they don't have the correct part in their item list. They sent me 1ea EX8000091 which is an internal antenna for either the Drone or the controller. What is the Hubsan Part Number for a 2.4G SMA (female) Antenna becuase I can't locate one in your parts store either.

Second as to management and red flag I am insulted plain and simple. I am restraining from using the language the USMC part of me would use but in a nutshell NFW to their horrendous offer. I will use an antenna that I know is good. Does not break apart when angling it and functions well from the device I am taking it off of. I don't lie but that is insinuated isn't it?

Third since the antenna I have is broken and in 2.4G mode at 50 meters I have had flyaways I assume the internals of the antenna are shot. You can't measure impedance with an ohmmeter but the antenna looks like an open circuit.

Fourth if an item breaks after NORMAL usage there is an issue and your management would rather blame the customer vs possible manufacturing defect. A molding defect is a molding defect plain and simple. 2 days of ownership and less than 2 hour of use and I look down and antenna is hanging in the wind. Sort of like me in this warranty dispute.

Fifth I am not paying to Hubsan $00.01 USD for the part.

Last but not least I have refrained from posting the saga on FaceBook and forums. I most likely will no longer refrain. The gloves come off.

Maybe management would like to speak with me.

Have a wonderful day.

Jim

On 7/18/2018 4:44:05 PM, "Anne " <anne wrote:

Hello.

A case like yours would prompt an automatic red flag with both the support team and management- hence why QC would be involved. The case would be reviewed by a technician to evaluate the likelihood of a client having lied. We do not replace parts because a client sends a photo of a broken part to us and claims that it was defective. Same with aircraft. Many would take advantage of the warranty policy if it were thus.

That being said, I brought your case up with management and they said (quite true to my prediction) that it normally would not be covered. Most antenna cases we cover are due to internal defect (poor range), which is a normal occurrence and is much less likely caused by operation or tampering. We cannot prove that the part in your case wasn't broken from operation. However, being that there was an error on part of the website and the warranty terms in packaging that have not been corrected, they are willing to send an antenna in good faith once- and only this once. However...and I could not get them to budge on this point...shipping must be charged ($4USD). When I asked them why, they told me that there is already an exception being made in good faith that you are telling the truth. They are not willing to make any more compromises on that front. I cannot contravene this decision.

If you don't wish to pay the shipping, I recommend you request the antenna from MiFly. I know them pretty well- they're quite easy to deal with. They'll give it to you most likely without charging that fee. Otherwise, there's nothing more I can do, lest I risk my job due to Finance's complaints.

Best regards,
Anne
Technical Support


My goodness I must be a liar according to the team at Hubsan in LA. It sure is implied here. Does anyone think this is Pro Customer I don't.

Hubsan sending antenna at no charge. It pays to be persistent (and right)
Hubsan US came through.

Thanks Anne. Much appreciated.

Hello, Jim.

Allow me to say first that I've no idea whether or not you are or aren't a liar. That just isn't something I can judge because we don't know you.

What we do know, though, is that there are plenty of people who attempt to get by on half-baked excuses to get parts or aircraft from us...who have absolutely no right to those parts or aircraft. That's why we treat every case with so much skepticism. Yours is the only case we've received in months about an external 2.4 directional antenna having "given way" at the joint. The antenna you have doesn't just come apart without someone applying inappropriate force. If there was a molding issue (there definitely could have been), we would have likely heard many more complaints about the antennas on that front...which is why we are skeptical as to whether or not the antenna had been mistreated. Maybe the client in question did so without knowing- and maybe he/she did so and knew. There's no foolproof way we can tell- so we err on the side of caution.

While this may seem to be insulting from your standpoint, it's not a decision made on a personal level. We go by what we understand of the product to begin with to make these kinds of decisions- not by what we don't know (the client). It's just a part of my job and how protocol goes. This is the part I have some type of influence over. Even though I am skeptical, I'm typically willing to give leeway.

What I usually cannot give leeway over is the shipping charge. Point blank. Since the change of policy, I have never been able to extend even a toe out of this box. Sometimes, I can reduce shipping charges- but waive? Pretty much never. Which is why I had to have another talk with my manager.

On account of the fact that the warranty information on our website has been outdated for so long without correction, my manager gave the authorization for me to send you an antenna without charging for the shipping. This is a one-time exception- anything performed under warranty afterwards will be subject to the shipping charge. If you accept this offer, please send me a copy of your aircraft's proof of purchase (showing vendor name, date of purchase and item purchased), as well as your shipping address. Are you sure your antenna is an SMA-female? It's usually our pigtails that are SMA; antennas are usually RP-SMA.

Best regards,
Anne Lu
Technical Support

North America