Augustine,
have been in communication with Yuneec since about an hour after the event occurred. Hardest part was getting a 28mb telemetry package to them for review, along with my original purchase receipt. I had called them yesterday to check on telemetry receipt progress.
Today I was working in a steel building running engines where cell phone reception was not possible unless outside of the structure. At roughly 1100 I received an e-mail stating they had reviewed the telemetry, confirmed the fly away, and offered to repair the H. That is all that was referenced. I'm assuming I'll pay shipping.
Considering my H is over a month past the end of the warranty period I find the situation quite satisfactory. In fact, I'm grateful since Yuneec is not bound by anything after the warranty expires. I don't have any clue what others experienced but throughout everything surrounding this event I have been courteous and pleasant in my conversations with customer service. I have tried to provide as much information as possible in order to assist any possible product improvement team in gathering information that might benefit all going forward. Essentially I treated Yuneec personnel and the situation surrounding the incident the same way I prefer to be treated when I perform incident investigations in my line of work. I have found I get what I give. If I give crap, crap is what I receive.
Bear in mind there are a lot of people that experience a problem that become repeatedly negative in public forums. I don't know how they act in private conversations but if it's in any way similar to how they act in a public forum I could understand some reluctance in doing any more for them than absolutely required. When I first presented my problem to Yuneec I did not make any mention of them taking care of it, I simply reported the event and asked how I should proceed. Understand this is not my first encounter with Yuneec's customer service team. There was a problem I created, immediately fessed up to it, and they handled it for much, much less than they could have. I cannot speak for Yuneec's decision making process but perhaps honey is better than vinegar?
In any case I am grateful and have no reservations in continuing my support of Yuneec and their product line. They have, since well before I bought my first Yuneec product last year, had one of the best customer service programs in the multirotor business. 3DR had been right up there with them but they are gone now, which is something we should all lament. Both companies made up the top two in customer service. Yuneec has also been constantly increasing the functionality of the H via firmware upgrades. With some other brands that increase in functionality would require people to buy a new and upgraded system to obtain it. If you're a legal commercial operator NFZ's and height restrictions can be completely removed from the auto pilot. Nobody else that employs NFZ technology does that. Camera functionality has also been constantly improving with firmware upgrades.
Sure, we get some bugs in the firmware but if you've been in this game for a significant length of time you know that's the way it is with any maker that provides firmware upgrades. If you deal with computers everyday you know that every new update brings a new bug, and that bug may have been known before the update was released. We also have a few bugs with the people uploading firmware. Then we have the people that insist on pushing beyond design limits, where customer support may not be warranted, or even desirable if such support encouraged negative operational behavior. I don't see that kind of stuff changing any time soon. IMHO, Yuneec is doing things pretty much right and are working to become even better.
Thank you Yuneec.
