ComplaintsforAutel Robotics USA LLC

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Autel Lite plus drone purchased 01/10/2022, also purchased Autel Care Plan which provided two replacements in event of drone failure for period of one year.On May 15, *********************** flight lost connection with the controller, the drone was programed to return to home when connection is lost. The drone did not return to home and after searching the approximate area where connection was lost, it could not be found.I called Autel about twenty times and they never answered once I also emailed them with no response. I am just trying to my replacement drone as provided by the Autel Care Plan.

  Business response

  05/23/2022

  We have prepared a replacement.  Notes from our repair team is: Customer has care and will be invoiced for his 1st replacement. crash was pilot error. Drone had about 70% left on the battery. Damages on the drone include, gimbal, front oa, mid frame.  We are issuing the customer a replacement based on ********************************************* Care.  

  Customer response

  05/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

  Customer response

  05/27/2022

  Complaint has been previously filed ID ******** May 19, 2022. According to BBB this complaint has been resolved. I am writing to say the this complaint HAS NOT BEEN RESOLVED. Autel has not contacted me, I did not receive tracking info for replacement. Please advise when replacement will be received.

  Business response

  05/31/2022

  We are only able to replace or fix an aircraft if it is sent back in.  We have an agent in communication with ********************.  

  Customer response

  06/02/2022

   
  Complaint: 17224206
  
  I am rejecting this response because:

  This was a fly a way, as I have indicated in the original message, I was unable to retrieve. The drone was set to return to home when signal s lost but drone did not return to home. This was a factory defect since it did not return to home and I am thereby requesting a replacement
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Autel Evo Lite Plus from this company. The drone has been faulty and not performed as it should since day one of purchase. I contacted Autel support immediately of the issue and provided all of the desired proof and images they requested. Autel support confirmed there was an issue with the Lite Plus and its gimbal that Autel Engineers were going to be working on a fix for a future firmware update. Three firmware updates later that the drone still does not perform as it should. The drone wanders and does not fly straight and the gimbal is still wandering, rotating and wagging like it has from day one. Autel has been very slow to respond to inquiries and will not honor their manufacturer warranty for a refund of a product that has had a non pilot error since day of purchase. Stay away from this business!

  Business response

  05/17/2022

  *******,

   

  We have let you know that you can have your aircraft reviewed by our repair team and we will replace it under warranty if the issue is what you state.  We must have our repair team evaluate it first.  Before we would do anything we would communicate with you our findings.  We are happy to take in your aircraft for evaluation.  

  Customer response

  05/17/2022

   
  Complaint: 17213871
  
  I am rejecting this response because:I have already provided more than enough video proof of the issue. ***** your customer service representative has already acknowledged Autel Robotics has an issue with the gimbal wandering and rotating as a product fault. After concurrent firmware updates, the issues still persist. I have already went through two Evo Lite Plus drone and both have had the issues. This issue os an Autel issue from day one on the Lite+ series drone. A warranty replacement will ************ the se undesirable outcome. The Lite + drone has a software issue with the gimbal that is a non pilot issue with no fault of my own. I am no longer willing to wait and see is an eventual firmware update resolves the issue. The drone has issues and Autel has already acknowledged this. I am seeking a refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a Autel Evo Lite plus drone from Autel Robotics through Amazon 13 Feb 22 received it 18 Feb 22, order #***-06618946613818 at cost of $1749.00, Autel Evo Lite plus, model MDXM2, S/N LTO921991800, had a problem with drone going down on its own, found out that the left rear motor does not spin up like the other three motors, causing the drone on take off to flip over causing damage to the props and therefore will not fly ( this is now on 21 March and to late to return to Amazon, Autel will not return email for support, have contacted them at least four time and no response, tried to call three times, put on hold and when next inline I just got hung up on, (they have a VERY VERY displeasing music playing) finally Amazon got Autel to respond to me asking for video of the problem and aircraft S/N, sent that to Autel with no response, Waited sent video of problem and S/N again, waited waited, finally Autel had let me send it in for repair and return, then in a few days they gave me an email saying I needed to pay $909 for repair of labor $150, GPS $50, Gimbal $659, Evo Lite aircraft ESC $50, total $909, WHY IS THE WARRANTY not taking care of it to be repaired? Invoice # D6988 5 May 22, support # 1 844 MYAUTEL, support @ autlerobotics.com NOTE: if you go to ******************************* Nano/Evo Lite groups you can read a lot of other people having trouble with Autel support, even their web page just trying to get Autel Care to buy, after getting an up date to the Sky *** , I can not get any of my log files any more, (log files are files about your flights. I hope that this has been enough info for you, if you need any more just let me know. Could this support be a scam?

  Business response

  05/18/2022

  We looked at the flight logs and the damage that was done to the aircraft.  Upon evaluation we determined it was a pilot error and would not be covered under warranty.  

  Customer response

  05/18/2022

   
  Complaint: 17205443
  
  I am rejecting this response because:I want to get a second opinion from someone else, if I can get them to send my drone to me
  
  Sincerely,
  
  *************************

  Business response

  05/20/2022

  We have replied and kept the customer informed on all information needed throughout this process.  

  Business response

  05/23/2022

  We repair the entire aircraft or nothing at all based on the customers paying or not.  He can either get the aircraft repaired and sent back to him or we can send it back un-repaired.  He has been notified and we are awaiting response.  

  Customer response

  05/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Autel Nano+ (drone) on February 1, 2022 for $949.00 and the unit was delivered 2/8/22. I physically picked up the order after returning from overseas the last week of February 2022. Since trying to use the unit on 3/2/2022 I have not been able to update the system firmware - it fails every time I try to upgrade from the prompts provided by the system. On 3/3/22 I purchased the Autel extended warranty (Autel Robotics Care) for $79.00.After continuously trying to upgrade the firmware (delayed a bit due to travels) on 3/26/22 I formally requested help from Autel describing the issue and what I have tried per there site instructions. NO REPLY.On 3/30/22 I followed up with another email requesting help again - documenting the issue. This time after sending a notice TWICE on 3/30/22 I received an "automated" reply assigning a case number.On 4/2/22 I called and again (which I had tried earlier) and did get a person to assist and review the case (May M.). She was following up with the development team at this point. At this time I also followed up with more information about the case and what I had tried, etc. (two emails to May M. with screen shots, etc.)On 4/5/22 received a follow up email from May M. stating that they could not/did not want to upload the firmware to their site (even though it shows on the site with NO download capability) nor could put in a "dropbox" for me to download. I was told at this time that my Nano+ "may have been a part of a small batch of drones that have known firmware issues" and would need to be sent in form repair. Due to my being in Korea at the time, I was told that she would check on sending it to China.At this point, May M. sent another email asking for the flight logs - which I sent on the same date.On 4/7/22 May M. sent a email informing me that all the info had been sent to the engineers.After one more reply - I basically have been ignore. I have all the correspondence - OUT OF CHARAC

  Business response

  05/23/2022

  This customer is located in Korea and we had to refer them to the team in that part of the world.  We are unable to assist them from the North America side of things.  

  Customer response

  05/23/2022

   
  Complaint: 17195364
  
  I am rejecting this response because:

  
  Complaint: 17195364
  
  I am rejecting this response because:  What Autel omits is that I am a ** Customer (purchased and delivered item in the **) and more importantly is that they flat out ignored most of my email for request (I have 40 emails I can send).   Not responding to a customer at all is NOT a solution to an ********************** issue being asked to resolve.   NO COMMUNICATION is NOT AN ANSWER to resolving the issue.  A product/brand is ONLY AS GOOD AS THE CUSTOMER SERVICE - which is this case has been no-existent.   This issue could have been resolved a long while ago if Autel has had the courtesy to follow up and/or respond to request for help.
  At this point the only solution is to provide me a RMA allowing me to ship the unit back to Autel (***) and refund my purchase (for the unit and the extended warranted - invoice included in emails).  I will pay the shipping to the **.
  It has been way to long in waiting for a response or follow up from Autel, so repairing the unit at this stage is NOT satisfactory.  At this point, I could not even trust sending a unit back for repair would even be accomplished without issues.   As of this date I have not heard from Autel ** or ***** so nothing has been done to resolve the issue.
  So to sum it up, I would like Autel to provide and RMA, I will ship the unit back to Autel ** - at my expense, and Autel then needs to issue a refund for the money spent.
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Autel is not as advertised. 6 months trying to get a resolution.Empty promises.Do not follow through with what they say.No explanation of why my Autel pro softly landed in a tree on its own with obstacle avoidance on it would not let me correct and take over control or return home. Sent me 2 replacement under my Autel insurance and both have issues.Was told that they would send a brand new pro but they dont have any!And of course no follow through from them. This delay affected my warranty .Talk is cheep at Autel and so are the explanations.Meaningless.

  Business response

  05/13/2022

  We sent this to **** on 4/18:

   

  Hello ****
  
  
  If you would like to send your unit in to our repair department we can take a look at the flight logs to see what happened. If you can get me the customer in formation by clicking on the the link below we can get a repair ticket started and get you back in the air soon. Thanks
  Please fill out the Evo II - Return Information Request form by clicking here

   

  We have received no response from him on this.  We are happy to absorb the cost of shipping to help him and fix his aircraft, but we have not heard back.  He also has sent spam emails to us since then, with no response to the original request.  

  Customer response

  05/23/2022

  Hi, I answered bye responding to the email explaining that I cant open the email!
  My complaint stands as written and to be continued.
  The offer to return the drone for repair is the 2 nd time. 
  Reconditioned drones are unpredictable and I was told that Autel was going to replace it with a New not reconditioned one but not heard from them again.
  This has effected my extended warranty and I have tried and tried to tell them that my original drone landed in a tree and I sent them the video of the malfunction and was promised that they would send a new one and not reconditioned one for their malfunction but they did not. 
  
  Please call me when you communicate as I can not open emails. 
  Fondly,
  **** blom 
  *************
  

   

   

   

  *Response taken over the phone by BBB staff*

  There is no link available to click to submit the repair ticket

  Business response

  05/31/2022

  We sent what we said we would, this matter was taken care of just as we stated.  We gave him a new drone for the issues.  

  Customer response

  05/31/2022

   
  Complaint: 17135425
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  06/01/2022

  There answer is unsatisfactory and continue to not resolve their responsibilities in this complaint

  Customer response

  06/21/2022

  They did not give me a new drone to fix their issue.
  THEY LIE
  I requested a new not refurbished but, I RECEIVED NOTHING !
  I want proof!!!! Of this new drone they sent me.
  My complaint stands as written.
  And what is this spam c*** I been sending? I want proof from Autel. Okay now Im ******.
  I dont lie ! .
  Neil 
  

  Business response

  06/22/2022

  This customer issue has already been address and has made no contact with us in over two months.  He has sent spamming messages more recently than he has sent messages about something that we can do to help him.  Not sure why this is still being brought ** in this setting.  Please contact us if we can be of assistance.  

  Business response

  06/22/2022

  I am sorry if there was miscommunication here.  We asked him to send in his drone so that we could review the issues he was stating, he never did.  We do not charge anything without letting the customer know what we find first.  He repeatedly refused to do so and has made it seem like we are not doing what we should.  We have tried to help him multiple times and received no response.  Now he spam messages our email but does not respond to our offers.  

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my drone today after sending it for repair to the main board. I am clearly not happy with the condition my drone arrived to me today. The drone has clearly visible damage parts and scuff marks on the body. This is not my drone I shipped out originally. I had my name and phone number on the bottom cover and that piece was replaced with another piece with scuff marks. Why would the repairs put damage parts on my drone? At least use the parts I originally sent if they could not replace with new parts. I sent the drone in for main board repairs not for bodly damages to the hardware. The condition I sent the drone was fairly new appearance and to receive it today in this poor appearance is not acceptable. This is a high quality drone which I take pride in handling and I expect higher quality service especially when fees are involved in the craftsmanship. Please let me know what will be done to fix the problem. Evidence of Pictures attached of the damage parts of the drone I received today.

  Business response

  05/12/2022

  Below is the response we sent to the customer on Dec *******:

   

   

  Hello Antoine,
  
  
  Thank you for your patience. I spoke with my repair team and showed them the images you've provided. As far as they recall, they did not see any damage on the aircraft which was not present upon arrival. Additionally, in your return form, you did not indicate that you would like cosmetic damages on your aircraft addressed or repaired. In that case, whatever damage the aircraft arrived with would not have been fixed.
  
  
  If there are any issues with the aircraft which affect its flight integrity, please let me know and I'd be happy to investigate or troubleshoot further.

   

   

  Autel Robotics has not received any communication from the customer since that reply.  With the amount of time that has passed, I do not see how we can properly know what caused the damages.  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought my Autel EVO 2 Pro V2 drone and received the product, but since receiving the drone I have had to return the product to Autel for manufacture issues due to their software being faulty. Now trying to get a hold of Autel customer service is the main issue, because Autel only offers a 30 day return policy if a customer is not happy with their product, but customers are unable to contact customer support because ********************** will not answer their service lines, nor will they respond to email sent. Which allows Autel to push customer pass the 30 days return policy and forces them to keep the product even if there is a manufactures defect. I personally waited for weeks for a response and then had to send my product back to Autel and waited over a month for the product to return which pushed me way over the return policy date, due to Autel ensuring their customers cannot get in touch with customer service.

  Business response

  05/02/2022

  Hi ******,

   

  Can you please tell me when you purchased the aircraft?  I do not see any orders in the system from you recently.  We will be able to assess the refund according to the purchase information.  Please email us at ****************************************************** with any inquiries needed.  We will be happy to review your purchases with you.  I assure you we are not trying to miss you, we are re-building our customer service team at this time.

   

  Thanks,

   

  Tom 

  CS Manager - Autel Robotics

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drone lost connection to the controller and landed on a slanted roof and fell about 12 feet on to my deck. As a result the camera is disconnected from the gimbal, also the ** 4 Lens popped out. I have an Autel Robotics care promises expedited ***************** to a replacement product. I have been unable to contact Autel to make return.

  Business response

  04/27/2022

  Hi *****,

  I see that you spoke to ****** and have started the returning process for repair.  I also see where he sent you a shipping label.  I believe we are in the process now of fixing this situation.  Please let me know if there are any other issues.  Email us at ****************************************************** if there is anything we can help with.  

   

  Thanks,

  *** W

  CS Manager - Autel Robotics

   

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased this autel evo 2 8k from beginning of June 2021 along with the care insurance offered threw autel. I own 5 drones and have been flying drones for 4 years. The evo 2 drone in question was never crashed and never had issues with until the night of Jan 22 2022 when the drone had a full battery, clear breezy night it flyaway after loosing contact with the remote control. I had flown this area without issues and had clear line of sight. The drones fail safe feature of returning to the home point was an option but i jumped in my truck to get closer and higher to the last known location never having the drone to reconnect. I then looked with my night vision and thermal camera in the flight path without any luck. I contacted autel and was told that if they had the drone they could warranty it. If i had the drone this wouldn't be a flyaway case. I've looked extensively with logged flights of over 55 hours and hiked the flight path over 50 hours and with the drone being somewhere on my private property and possibly on an ecological reserve the chances of it being picked up was 0. With the care insurance and everything still under warranty and the failure of the return to home feature a replacement drone and battery should be given refurbished or new is a proper solution for this flyaway case in my opinion. ****** from autel said to look in the straight flight path and it's been string lined, painted, walked and flown over without recovering the drone. The battery when disconnection happened was at 75% at .8 mile from home point. Plenty of time to return home but it didn't

  Business response

  04/27/2022

  Hi Nick,

   

  This is something that was previously handled by former management of the department.  I am so sorry to see that this happened to you.  We offered a 20% discount on an additional product which I will make sure we honor.  All I need is for when you are ready to place the order to let me know at ******************************************************.  

   

  Thanks,

  *** W 

  CS Manager - Autel Robotics

  Customer response

  04/27/2022

   
  Complaint: 17007010
  
  I am rejecting this response because:the drone is sold with the return to home fail safe feature as a selling point advertised. This drone did not do as promisedand has 12 months of warranty and the electronics obviously failed because it did not return to home point but also lost signal at only .8 miles distance with5 miles of range advertised and and used previously, something failed whileunderwarranty.
  
  Sincerely,
  
  *****************************

  Business response

  05/10/2022

  This issue was handled.  If the customer wants any more assistance please let us know.  We have resolved this issue and he is active and covered.  

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January 2022 I purchased an Autel Robotics EVO Lite+ drone for $1700.00. Since receiving this drone I've had several problems. In early February I emailed support whom did not respond for 6 weeks and when they did they acknowledged the gimbal sway issue but had no idea when it would be fixed. Then last week they released a new firmware that I was hoping would fix the issue. It did not. The company is no longer responding to Emails, they are not answering the phone (numerous messages left) and the support chat function is not manned. I am trying to get this drone fixed or replaced under the warranty that came with this drone. Further I even paid for Autel Care which is an extended warranty. The company is not responding to any communication and I'm left with a non working $1700 piece of gear.

  Business response

  04/20/2022

  Hello *****,

   

  I am ***, the new customer service manager at *********************************************.  I just received your issue and access recently and I am very disappointed to see the lack of support you received from our department.  We would be happy to send you a shipping label and get your aircraft in so that our repair team can review the issue and let us know what can be done.  I will be responding directly from the ticket as you emailed us earlier today.  I will make sure we do everything we can to resolve your issue.  

   

  Thank you,

   

  *** W

  CS Manager - Autel Robotics 

  Customer response

  05/04/2022

  From: ************************* <*****************> 
  Sent: Wednesday, May 4, 2022 10:40 AM
  To: ********************* <***************************************************>
  Subject: Re: Autel Robotics USA Complaint #********
  
  Well its not a re-argument of the case it is the case. Based on my complaint customer service contact me and provided me with a return authorization to send the drone in for warranty repair. I sent the drone in for warranty repair they received it and they have never responded to me again and will not except phone calls emails or chat support to get an update on where this drone is. So Im worse off than I was before the complaint because at least then I had a drone that didnt work right and now I have no drone at all because it was shipped back to them. I could send you copies of the emails where they told me to send the drone and all that I guess thats what you need? 
  
  *****. 
  
  

  Business response

  05/04/2022

  The aircraft is here and we are assessing the damage, our repair team turnaround is about 14 days.  We will be in contact as soon as we have an update.  

  Customer response

  05/05/2022

   
  Complaint: 16975369
  
  I am rejecting this response because:

   

  I would like this case to remain open until the drone is returned to me repaired. As soon as you close it the company stops responding to me.
  

  
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩