Wow, I am in awe but not surprised at all.
I had two "fall from sky" events on an Anafi and Anafi Thermal.
I too had a terrible warranty experience and the vendor was no help whatsoever.
I only got my Anafi Thermal replaced because of a higher up at Parrot intervening. And even then Customer Support was horrible even in following the orders of the higher up.
At work we were looking at a new thermal drone and it came down to the Anafi USA and the Autel Evo 2 Dual. In pure terms of capability we chose the Evo 2 Dual, but right off the bat, we dismissed the Anafi USA due to my horrible experiences with their Customer Service.
I love the new Anafi AI, but I could never purchase one as I know that the Customer Support is lacking. I thought that the Anafi USA would be different as this is where Parrot has shifted in terms of Enterprise solutions. But it seems that even in this realm the Customer Support is not up to the task.
Don't get me wrong, I really do like Parrot's drones and I really hope they continue to do well as their platforms have such promise. But until they realize that beyond making great drones and innovating, the lack of a true Customer Support system is going to keep them from the coveted repeat customers.
We are now looking for a solid photogrammetry solution and once again I would love to recommend the Anafi AI to my boss, but until I see concrete reforms in how they deal with issues that are covered under warranty I will not be buying another Parrot drone.
My rant aside, I still do love flying my two Anafis and do find them to be perfect for several things I do.
Come on Parrot, give us the full experience and treat us the customer correct, you have such promise with your products.