Disqualification on Product Warranty Claim

[Seven Ng]

I have further supplement my findings to Parrot HK but they did not entertain me so that I report my case to Parrot HQ for further investigation.

Parrot HQ have investigated my case and confirmed that there were hardware malfunction but now reverse their decision and help Parrot HK to escape the product warranty claim as mentioned before.

 

[Seven Ng]

For this type of accident, i just try to share my experience where the drone fell into the sea and the pilot is not able to obtain the flight logs to prove what have happened in the drone.
It will come to a situation where the pilot have difficulties to provide proof and supporting for their claim on the product warrant on the accident due to mechanical or software error rather than pilot error.

In my case, i did not have screen recording on my flight of this incident. It make me more difficult to obtain the proof for my case.

 

[Liger 1956]

I am very sorry that you have lost your Anafi. I do find it strange that the details of the flight are available on the Parrot servers but not on your phone. As I understand it the Anafi will transmit the flight .json file to your phone via the controller and then your phone uploads that flight via it's internet connection to the Parrot servers when the flight is over and you turn on the phone's internet connection again. Therefore the flight should be saved onto your phone.

Can you use the FlightDataMamager software FlightData Manager for Parrot Anafi, Parrot Bebop and Parrot Disco drones to access your flights on the Parrot servers with your PC and see whether your last flight is there?

 

[Gipsz Jakab]

Let me ask you: Why did you make your first "test" flight over the sea?

 

[Seven Ng]

I am very sorry that you have lost your Anafi. I do find it strange that the details of the flight are available on the Parrot servers but not on your phone. As I understand it the Anafi will transmit the flight .json file to your phone via the controller and then your phone uploads that flight via it's internet connection to the Parrot servers when the flight is over and you turn on the phone's internet connection again. Therefore the flight should be saved onto your phone.

Can you use the FlightDataMamager software FlightData Manager for Parrot Anafi, Parrot Bebop and Parrot Disco drones to access your flights on the Parrot servers with your PC and see whether your last flight is there?

 

[Seven Ng]

Thks Liger for your explanation.

I think your explanation is correct but only apply to normal situation where the drone finish the flight and landed properly. But for the abnormal shutdown or fell down case, i guess the transmission process is not completed so the complete flight log cannot write and transfer back to the controller and the mobile. Anyway, i have chosen to SHARE MY FLIGHT LOG / DATA to Parrot Server.

I guess Parrot have some information on the flight of the accident.

At least, the technical officer of Parrot HK can report that a cut off alert and motor shut down have happened in the sky.

I will request them to provide more information on the drone situation and behaviour before falling down to the sea for further investigation.

Normally, for the failure or crash of drone, there are 4 possible single or combined reasons we may consider:

1. Software issue
2. Hardware issue
3. Pilot Error
4. External crashes with bird

Anyway, different parties have different view.

People opinions may be subjective but data are more objective to reflect the most possible truth or facts.

The present situation is that the technical officer do not believe that there are hidden defects on the refurbished drone. He says the drone was tested at indoor place and confirmed work properly.

So, it is arguable for the accident happened. Parrot HK has the assumption that this refurbished drone is ok and do not admit or discover the real cause on the subsequent accident of the drone during its first flight externally by their customer.

 

[Seven Ng]

Let me ask you: Why did you make your first "test" flight over the sea?

Strictly speaking, I had no intention to test it since i am not engineer or specialist. I am just a drone lover and customer.

When i got back the drone, i just want to fly it.

I also have no worry on the drone function at that time. The drone was supposed to be function properly and safety after repairing from the technical officers of Parrot HK.

So i brought the drone to the pier at that day to shot the sunset at that date.

The drone is supposed to fly over land and sea. I have flied Anafi over sea level before without problem.

I know the sea surface have reflection which may affect sensor or wifi of the drone at very low sea level.

But my drone was flying over 50m at that time, so i don't think it was relevant for the motor shutdown in the sky.

What do think or any ideas why the motor was shutdown in the sky?

The battery was tested ok and health before by Parrot HK and the battery level was about 38%.

Any ideas for the failure of the drone?

 

[Liger 1956]

Ufortunately without having any data files from that last flight it is, in my opinion, impossible to determine the cause for the Anafi to fall out of the sky unless it has been seen to strike something, lose a propeller or run out of battery. I am still very surprised that Parrot appear to have the data from that flight. Have you tried asking them for a copy of the file so that you can have a look at it?

Also have you used the FF6 - My Parrot - Data Confidentiality - Request My Flight Data to see whether the final flight is available on the Parrot servers?

 

[Gipsz Jakab]

Strictly speaking, I had no intention to test it since i am not engineer or specialist. I am just a drone lover and customer.

When i got back the drone, i just want to fly it.

I also have no worry on the drone function at that time. The drone was supposed to be function properly and safety after repairing from the technical officers of Parrot HK.

So i brought the drone to the pier at that day to shot the sunset at that date.

The drone is supposed to fly over land and sea. I have flied Anafi over sea level before without problem.

I know the sea surface have reflection which may affect sensor or wifi of the drone at very low sea level.

But my drone was flying over 50m at that time, so i don't think it was relevant for the motor shutdown in the sky.

What do think or any ideas why the motor was shutdown in the sky?

The battery was tested ok and health before by Parrot HK and the battery level was about 38%.

Any ideas for the failure of the drone?

I don't know the cause of the accident, but I'm sure I wouldn't make the first flight over water, nor would I be operating a new or repaired drone over water ...
I understand that he is not a specialist, but that is why care should be taken.
I know I'm not helping with this answer right now, but I don't understand what you expect from the community?
If you don't know what happened, Parrot doesn't know, there's nothing to do
I don't know of anyone who lost her drone over the water and got a new one (I have a DJI machine and there was no such case in the forum there).
That's why I never fly over water ...
Accept the discount and buy another drone and fly.

 

[Gipsz Jakab]

Ufortunately without having any data files from that last flight it is, in my opinion, impossible to determine the cause for the Anafi to fall out of the sky unless it has been seen to strike something, lose a propeller or run out of battery. I am still very surprised that Parrot appear to have the data from that flight. Have you tried asking them for a copy of the file so that you can have a look at it?

Also have you used the FF6 - My Parrot - Data Confidentiality - Request My Flight Data to see whether the final flight is available on the Parrot servers?

If you are registered in FF6 with Parrot, all flight data will be uploaded to their Server. If not during the flight, then wifi or mobile internet will be established.
What is wonderful about this?

 

[Liger 1956]

If you are registered in FF6 with Parrot, all flight data will be uploaded to their Server. If not during the flight, then wifi or mobile internet will be established.
What is wonderful about this?

In my experience the flight data .json file is only uploaded to the mobile device and then the Parrot servers AFTER the flight has been completed. In the event of a crash or a fly away then the flight data is not uploaded. The flight data is stored in an encrypted file on the Anafi SD card during flight and is only converted into a .json file after the Anafi has landed. Parrot have, in the past, asked for the files off the Anafi SD card to decide whether a crash was due to pilot error or a malfunction as they have the means to decipher the encrypted file.

 

[Gipsz Jakab]

In my experience the flight data .json file is only uploaded to the mobile device and then the Parrot servers AFTER the flight has been completed. In the event of a crash or a fly away then the flight data is not uploaded. The flight data is stored in an encrypted file on the Anafi SD card during flight and is only converted into a .json file after the Anafi has landed. Parrot have, in the past, asked for the files off the Anafi SD card to decide whether a crash was due to pilot error or a malfunction as they have the means to decipher the encrypted file.

"In event of crash or fly away then flight data is not uploaded"
It's not like this!
I think a flight log would have to deal with what's going on. If the machine is destroyed or lost, the only source of data is freeflight 6.
I also have a DJI Spark and once the battery loosened and fell 90m high (survived with a few scratches). The flight log on your mobile phone recorded everything until the power was cut off.

 

[d95gas]

At the end of the day, he has had his drone replaced by Parrot, so at least he is not left without, Parrot must have decided there was a case to answer regardless of what data was available.

 

[Liger 1956]

"In event of crash or fly away then flight data is not uploaded"
It's not like this!

Whilst DJI craft may save flight logs differently, I do not own one, these posts appear to disagree with your statement that the Anafi saves flight logs in the event of a crash.

Crash Log not appearing

Hi All, Had my first major incident today, on flight 160 the bird suddenly shut off and fell from the sky. Luckily the tide was out so it missed falling in the ocean, un-fortunately however it did manage to find a bunch of rocks from about 50m. Not a pretty sight. The battery is busted, the...

parrotpilots.com

Anafi crashed on 3rd flight, no log

Alright, this is gonna be a long one to give you all the context. The account is brand new because I didn't know where to go for my issue. The Anafi was my 4th drone, never had a crash with the previous 3 of other brands, and I'm pretty cautious with the rules. I had had the Anafi for 2 weeks...

parrotpilots.com

 

[Gipsz Jakab]

Whilst DJI craft may save flight logs differently, I do not own one, these posts appear to disagree with your statement that the Anafi saves flight logs in the event of a crash.

Crash Log not appearing

Hi All, Had my first major incident today, on flight 160 the bird suddenly shut off and fell from the sky. Luckily the tide was out so it missed falling in the ocean, un-fortunately however it did manage to find a bunch of rocks from about 50m. Not a pretty sight. The battery is busted, the...

parrotpilots.com

Anafi crashed on 3rd flight, no log

Alright, this is gonna be a long one to give you all the context. The account is brand new because I didn't know where to go for my issue. The Anafi was my 4th drone, never had a crash with the previous 3 of other brands, and I'm pretty cautious with the rules. I had had the Anafi for 2 weeks...

parrotpilots.com

This is weird!

 

[Seven Ng]

I don't know the cause of the accident, but I'm sure I wouldn't make the first flight over water, nor would I be operating a new or repaired drone over water ...
I understand that he is not a specialist, but that is why care should be taken.
I know I'm not helping with this answer right now, but I don't understand what you expect from the community?
If you don't know what happened, Parrot doesn't know, there's nothing to do
I don't know of anyone who lost her drone over the water and got a new one (I have a DJI machine and there was no such case in the forum there).
That's why I never fly over water ...
Accept the discount and buy another drone and fly.

Yes, you get the point that there is something in the dark in the accident where no flight log can be obtained from the apps and mobile if the drone cannot be get back..

This is the insufficiency of this system. As you mentioned, DJI can.

I only know that there is a cut-off alert in the sky where the motor was shut down. This was confirmed with Parrot HK techincal team.

The remaining issue what is the likely cause for this motor cut off?

And the responsibility problem on this accident? Pilot Error or Hidden Defects on Drone?

If this pilot error, what pilot error would cause the drone shut down the motors in the air?
There is no buttom in the FF6 or moblie to shut down the motors but I know DJI drone can.

If there is hidden defects on drone, what is the likely situation?
The malfunction of motors or fragile on propellers or hitting birds?

If i know the drone have problem, i would not fly it. If the drone have hidden problem, it would fall no matter where it fly on hillside or sea.

You and the technical staff of Parrot HK are focusing on the mode and the environment of what i had fly, but these are the consequent or result information but not the cause for the motor shut down in the air.

It is misleading on using these accusation to deny the main reason for the fall of the drone.

Maybe i am wrong, but if Parrot HK or Parrot HQ can provide more data and information to support an other view .
It will help to explain the case rather than relying on some unrelated options.

 

[Seven Ng]

Whilst DJI craft may save flight logs differently, I do not own one, these posts appear to disagree with your statement that the Anafi saves flight logs in the event of a crash.

Crash Log not appearing

Hi All, Had my first major incident today, on flight 160 the bird suddenly shut off and fell from the sky. Luckily the tide was out so it missed falling in the ocean, un-fortunately however it did manage to find a bunch of rocks from about 50m. Not a pretty sight. The battery is busted, the...

parrotpilots.com

Anafi crashed on 3rd flight, no log

Alright, this is gonna be a long one to give you all the context. The account is brand new because I didn't know where to go for my issue. The Anafi was my 4th drone, never had a crash with the previous 3 of other brands, and I'm pretty cautious with the rules. I had had the Anafi for 2 weeks...

parrotpilots.com

Yes, Liger! DJI has better log system on the drone.

But Parrot has this black hole to repair, otherwise, it is unfair to both customer and the Parrot in case of fly away or sea felling cases.

 

[Seven Ng]

At the end of the day, he has had his drone replaced by Parrot, so at least he is not left without, Parrot must have decided there was a case to answer regardless of what data was available.

I hope so, but my case is that the Parrot HK denies to do so even Parrot HQ had confirmed Hardware malfunction before. Parrot HK plays a dirty hand on my product warranty claim here.............so cheap...

The technical officer says that they don't believe there are hidden defects on the drone...... I just wonder that his judgement may be wrong or misleading......in order to escape replacement responsibility....

So, i put my case here for other pilots or expert for discussion and further investigation.......

Although I am not engineer, i do have common sense and basic understanding on the report from Parrot HK is correct / reasonable or not.

At present, Parrot HK cannot explain why there is motor shut down in the drone and their respective responsibilities on this issue?

Just say feel sorry and ask you to pay money to buy new one at about 80% special discount on the new one?

It is like a legal case in the Court that they want me to settle but i disagree since the main liabilities for the accident have not been cleared and identified.

I reserve my right of the product warranty claim on this defective product.

Up to now, they have no strong ground and data to convince me there is any pilot error causing this accident.

On the other hand, they also do not admit there are possible hidden defects on the refurbished drone even hardware malfunction is confirmed from their HQ.

 

[Seven Ng]

Just get to know this Pilot is so lucky and receive a fair treatment from Parrot to have product replacement for the similar motors shut down case in the air.
Parrot HK is very cheap and irresponsible in this case and unfair to me.


Anafi crashed on 3rd flight, no log

• Thread starterTh4N4
• Start dateJun 16, 2019

Last update to this thread. After phoning the customer service directly, the situation improved really quickly and after sending back the original package I got a brand new one back. Still not fully confident in the system, especially after what I learned about the log, but I can only recommend the customer service for being so understanding... Thanks Parrot !

 

[Jagerbomb52]

Alright This post has run its course. You have had plenty of posts to rant about the service or should I say no service from Parrot. This post is now closed.

Manufacturer/Distributor/Vendor and Customer Disputes
This community is not intended to be a mechanism for people to vent frustrations about manufacturers, distributors or sales from private parties. Please settle your differences with the seller, manufacturer and distributors through other means but not through our community.