ComplaintsforAutel Robotics USA LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My organization purchased an Autel EVO II Pro *** in October of 2023. After a few flights it became apparent there were issues with the *** units. We sent the unit for service (at our own shipping cost) in February of 2024. We received no confirmation or communication after it was delivered. We had to reach out after two weeks and wait on hold while the service technician "found" our drone. They finally sent it back in late March stating the unit worked fine. We tested it and again had the same issues. This time we requested a prepaid shipping label. We attached the label they sent only to have the drone delivered back to us. They had given us a prepaid label to ship the drone to ourselves. So again, we shipped it to them at our cost. We waited over a month with no communication from Autel until they finally sent it back again with no repairs. This companies customer service is atrocious. We would like to return our drone for a full refund.

  Business response

  08/17/2024

  ******,

  I'm sorry for your negative feeling on your drone service.

  I read through your case#***** and found that we concluded your drone is working well, but the *** needs a 3rd party software to take off and work.

  I'll discuss with my engineer next Monday to see if we missed anything.

  Thank you!

   

  *****

  Customer response

  08/19/2024

   
  Complaint: 22155428
  
  I am rejecting this response because: We are using a third party software without success.  If, as you say, the drone is working properly, please accept it for return as we have no wish to continue working with your product or company.
  
  Sincerely,
  
  *******************************

  Business response

  08/23/2024

  ******,

  You bought this unit from our dealer not from us directly.

  We can't refund you, pls go to the dealership to return your unit and get the money back. 

  What I can do as the factory is to service your drone or send you the replacement under warranty

  Thank you!

   

  *****

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Autel EVO ll V3 640T on 8-11-23. It had been in service for about 6 months before my client required a different platform to gather the required information per the terms of our contract. On 3/5/24, I secured a buyer to purchase the equipment but could not unbind the device from my account. After reaching out to technical support on 03/09/24, a ticket (Case # *****) was created to assist me with the issue I was having. The tech assured me the matter would be handled promptly, and I would hear back within 5-7 business days once an engineer could handle the ticket. One month passed, and no communication was ever received from Autel Support. I called again sometime between 4-6-24 & 4-10-24 and was informed that the ticket was elevated to priority status, but again, I would have to wait 5-7 business days. Now it is 8-9-24 (5 Months later), and I still have not heard anything back from Autel. I have had 3 potential buyers come and go in the meantime since the first buyer was ready to purchase this drone. I am unable to sell the drone due to it being bound to my account, and I have received NO assistance whatsoever from Autel regarding their product. All the while, I have watched the value of the drone slowly slip lower and lower as the months pass. This is unacceptable and completely unprofessional of Autel, and I feel they have taken my money ($4,053.68) without the support promised with the initial purchase.

  Business response

  08/20/2024

  ******,

  Im sorry to hear your case is not solved yet.

  Pls go ahead to send me your drone's serial number and your account so I can help you out.

  Right now we can offer you 30% to buy V3 if you like.

  Thank you!

   

  *****

   

  Customer response

  08/26/2024

   
  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

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After creating an account with ********************** and registering a device, I provided my personal information (Name, Address, Phone Number and Email). The very next day I was contacted by Experian Identity Works that my phone number was found on the Dark Web. Since that time, I get 5-10 phone calls a day from unknown numbers even though I am registered on the National Do Not Call registry. I then attempted to delete my Autel account. Upon attempting to remove my account, ********************** informed me I couldnt close my account as there was a device registered to my account. There is NO option on my OWN account to unregister MY device. I have to contact Autel to allow me to unregister my device. I contacted them 2 weeks ago with no response.

  Business response

  05/29/2024

  ******,

  I'm so sorry for  your inconvenience.

  I'm checking with my IT people to delete your account.

  Thank you!

   

  *****

  Customer response

  05/29/2024

   
  Complaint: 21701887
  
  I am rejecting this response because:

  I am getting ***** calls a day from unknown numbers since Experian alerted me to the finding of my number on the Dark Web. I cannot prove this to be linked to Autel though I find it, incredibly, ironic that the day after I registered my device to *********************** website that all this happens. I havent created a new account for anything this year(2024). I dont know what resolution Im wanting, but Im incredibly frustrated that my number is out there now for all to have!
  
  
  *************************

  Business response

  06/10/2024

  ******,

  Could you tell which order you have with us so I can offer your accessories as compensation?

  *****

  Customer response

  06/11/2024

  *****,

  The attached file is a screenshot of my order. However, upon finding out my number was put on the Dark Web, I promptly returned the item and attempted to close out my account which I was unable to do.
  
  *************************

  Business response

  06/17/2024

  ******,

  I just realize that this is for our automotive company in ***

  I'm tranfering your case to them now.

  Thank you for your patience!

  *****

  Customer response

  06/17/2024

   
  Complaint: 21701887
  
  Waiting for resolution 
  
  
  
  

  Business response

  06/25/2024

  ******,

  I forwarded your request to our sister company Autel automotive for solution and also copied you.

  Pls close your case with Autel robotics accordingly.

  Thank you!

   

  *****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Autel ********** drone on April 18, 2024. I connected my controller and drone to the internet and performed all prompted updates. I flew the drone for the first time on April 22, depressing the launch button on my drone and it rose 3' off the ground. The drone was unresponsive to all control movements and started listing towards my car. I tried to wave and engage the collision protection, but it did not respond. Fearing for being hit by the propeller blades i had to move out of the way and my car was hit and the drone crashed. The speed was approximately 1 foot every 4-6 seconds (slow). Restarting the drone the I heard a slight beep, so I turned it off and waited a short period and restarted it and didn't hear the drone beep. I moved further away from objects and tried another launch and the drone responded and I took a short flight, and when it landed I noticed the beeping from the the drone. I took it home and tried to see if it was a calibration issue, but the beeping continued. I contacted Autel and they told me to ship the drone back to them at my cost ($300). I told them what occurred, and they said I had to pay another $4500 to fix the drone back to working order. I feel this should be covered under a warranty claim.

  Business response

  05/19/2024

  ******,

  I'm so sorry your drone damaged. Here is the feedback from our tech:

  This unit is on very old FW. Customer flight log shows that the pilot took off with a low satellite count of 12. This indicates that the ** had some type of inference to get the 20+ satellites to fly safely. The pilot took off throttled up than pitched forward 4 seconds the ** struck an object at just over 1 meter in the air and crashed. This crash has damaged the roll and yaw motors on the Gimbal. We will have to replace the Gimbal.

  You mentioned you checked the drone and found the firmware was updated, however you have to connect to internet to make sure your drone's firmware is updated to the latest version. 

  As you may know the gimbal is the most valuable part on drone, I'd like to offer you extra 10% off for your invoice.

  I'm sending you email on your ticket, pls go ahead to communicate with us.

  Thank you!

   

  *****

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please refer to attached letter for details I purchased the Autel MAX ** June 17, 2023, from Autel Pilot an authorized Autel Robotics reseller. The drone is covered by a 12-month manufactures warranty. I also purchased the Autel Care Program on April 19, 2023, for $810.00 to assure I would be completely covered for 12-months. There have been three issues with this drone.Loss of signal Smart controller screen freeze The smart controllers failure to consistently control the drones movements.These matters are clearly documented in an email chain with Autel Robotics. The ongoing case number is *****. I have spent numerous hours over the last four months sending emails, calling customer service, and sending multiple data files to Autel customer support. I have sent screen recordings, smart control logs, drone system logs, videos of actual flights, screen shots, flight logs, descriptions on flight environments, and flight locations. Also, I have answered questions about potential infrastructures that would cause signal interference in the flight environment, and what direction I was facing during the filming process. Autel **************** and technician continue to focus on the environmental or signal interference as the cause of this matter. I have made it very clear, I have conducted the same filming missions, within the same general area, for three years with six different drones and the Autel MAX ** is the only drone having signal loss, screen freeze and unresponsive control issues. On March 9, 2024, when I spoke with the Autel **************** agent, it was the same request, send more flight, controller, APP logs and screen video recordings so we can assess the problem. I stated, I am finished being your test pilot. If you are unable to assure me that I will receive a new drone and smart controller I will submit an official complaint with the Better Business Bureau. So here I am requesting your help to resolve this matter.

  Business response

  03/12/2024

  ****,

  I'm sending you email from our system to make sure your case will be taken care of soon.

  *****

  Customer response

  03/13/2024

  Hello

  I received the attached message from Autel, but it does not indicate what the solution will be to close the case. 

  *******************

  ************ 

   

  Customer response

  03/14/2024

   
  Complaint: 21413335
  
  I am rejecting this response because:

  Over the last three months, the customer service representatives at ********************** have repeatedly promised this case would be escalated to a higher level. I was told three times that a manager would contact me to resolve this matter. To date, I have not been contacted by any manager from Autel Robotics. I sent my drone to the Autel repair facility in ******* **, and it was shipped back the next day stating there was no problem with the drone. There is a problem with this unit as specifically detailed in my initial complaint to the Better Business Bureau. The only acceptable solution at this point is for Autel Robotic to put it in writing and guarantee that my current Autel MAX ** and smart controller will be replaced with a brand new Autel MAX ** drone and smart controller.
  
  Sincerely,
  
  *******************

  Business response

  03/15/2024

  ****,

  
  

  1. Did you receive your returned drone?

  2. I forwarded you the shipping label for you to return your drone to us to evaluate your case again to see if you can use your autel care to get the replacement.

  Thank you!

  Customer response

  03/18/2024

   
  Complaint: 21413335

  This is a continuation of the ongoing unresolved case. 

  *****,

  I have received the drone that was shipped back to me and received an email stating there was no issue with the drone or smart controller. Test flights in various environments, and conditions have confirmed the same issues persist.  I also received the second shipping label and was waiting for a response from an Autel Robotics manager as I was promised. *****, are you an Autel manager that will be reviewing this case?
  I will return the drone and controller and sincerely hope the communication will improve and planning for a final resolution as I previously stated in my last response.

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

  Business response

  03/27/2024

  ****,

  I'm calling you to solve your issue. Pls send your drone back to get the replacement.

  Thank you!

  *****

  Customer response

  03/28/2024

  Good morning BBB,

  *****'s last message requested that I return the drone. I received a shipping label from Autel Robotics and the returned the drone via ****** It was received by Autel on March 21, 2024. Attached is the email received from Autel confirming the return. 

  *******************

   

  Business response

  04/04/2024

  We are still processing this case, should be solved next week

  Customer response

  04/04/2024

   
  Better Business Bureau:

  I received a replacement unit on 4-2-2024. 

  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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the *** II drone. It arrived broken, nobody at the customer service will answer the phone, I have called 14 times. I have emailed for 3 weeks. Nobody there. Now I have a drone that does not work and nobody exist at this company. BHPhotovideo (I purchased the drone through them) is trying to get through to them as well, nothing so far, it is like they shut down. This is a ******* only buy from companies that have US based customer service departments.aircraft S/N ***************** BHPhotovideo order # **********

  Business response

  04/15/2024

  ****,

  Sorry to hear you have a drone DOA.

  Did you call ******* or Autel?

  I'm checking my system to find it you are registered with us, I'l follow up from there.

  Thank you!

   

  *****************

  Business response

  04/15/2024

  BBB,

  I believe we solved this case back to 3/25 when the complaint received the replacement of smart controller.

  Sorry for my late follow up!

   

  *****

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 5th 2024 I received notification that I order number ***** from Autell robotics has been delivered. Upon checking my porch I noticed it was not there to the date I have not been able to reach our children robotics regarding resolving the issue. Subsequently I found the items the cheapest price through another vendor. Therefore I was trying to purchase something in substitute of the items that came on missing.

  Business response

  03/07/2024

  ****,

  I'm filing claim with *** to get refund, however *** is sending me the photo by concluding your package was delivered

   

  Thank you!

   

  *****

  Customer response

  03/08/2024

   
  Complaint: 21321020
  
  I am rejecting this response because: when I received notification that the package was going to be delivered I specifically stated for the *** to ring the doorbell and leave the package with the door person which they refuse to do therefore someone stole the package
  
  Sincerely,
  
  *******************

  Business response

  04/09/2024

  For his order 31134,the customer didn't even pay the order only paid shipping fee as attached. No clue what he is looking for.

  For shipping fee, it happened as he said his package was stolen,not our fault at all.

  Pls review the case again.

  thank you!

  Customer response

  05/08/2024

  I am absolutely unsatisfied with the response from the company. They are stating in fact, basically that they dont owe me anything. Its not their fault that the package was not received my be. Also, they are tempted to make an issue because basically the majority of the value of the item are utilize a gift card that they count me because I was overcharged in this for my purchase so I am absolutely satisfied I was just requested today, send me anything. A gift card As compensation  and refund me the shipping handling charges that I paid for.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My drone has obstacle avoidance problem. I was doing a roof inspection at about 20 ft tall and was approximately 25 feet from any obstacle's. The aircraft or the controller automatically pushed my drone another 20 feet back into a tree. It broke 2 arms and the thermal gimbal. The drone still had its warranty, but Autel did nothing more than send me a quote for an entire new drone to the tune of another ******* This drone wasnt even 4 months old and AUTEL wont stand behind it. I plan to contact the attorney general this week as well. I am a very seasoned pilot of over 15 years operating a drone and had never seen anything like this happen before. I want my drone repaired or replaced with its original equipment at no cost to me. When I sent it to Washington a couple months ago, it cost me ****** to ship it, because I insured it. When the drone was returned to me, it was left on my back porch without a signature. Please make this right to avoid further problems .

  Business response

  02/14/2024

  ******,

  Since you are using 2 different email addresses, our customer service lost the track of your case.

  I'm working on your case now and will be back to you tomorrow.

  Thank you!

   

  *****

  Customer response

  02/19/2024

   
  Complaint: 21291638
  
  I am rejecting this response because: My drone is very much under warranty. I apologies for the email mix up. My personal email is **************************  
  
  Sincerely,
  
  *************************

  Customer response

  02/26/2024

  I still don't have my complaint resolved with Autel. My drone is under warranty and they are trying to make me pay for a much lower quality aircraft. I subsidies my income with it and it has been down for 5 months now. Please follow up with me and them if possible.  I'm not getting anywhere with them.

  I have 2 emails which they have been ****** me on. Below are my emails. One is work the other is personal. 

  **************************************;

  ************************** 

  Thank you 

  Business response

  03/06/2024

  ***(******),

   

  I'm so sorry you are not satisfied with the solution. Let me know what else I can offer to close your case.

  ************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 15 Feb 2023, I purchased an Autel Evo II 640T Pro drone from authorized distributor Autelpilot.This purchase included a one year warranty (see owner's manual, p 62).On 16 Dec 2023 the drone had an inflight failure after 4 min of flight, losing all power and falling from 400'.I contacted Autel's support the next day, and provided an extensive amount of data to include flight logs, KMLs of the flight path, information on the power flow at time of failure and pictures of the damage. Log data clearly indicates the cause was a thermal runaway of the battery (see jpgs). The battery is also under warranty.I was assigned case # ******** I was given a questionnaire, which I returned on 18 Dec.On 19 Dec, I was told to ship my drone and controller to their facility, and it arrived on 26 Dec.Having received no reply, on 9 Jan I inquired about the status of repair. On 10 Jan, they replied that the delay was due to a recent increase in claim volume resulting in a "delay in the repair of product failures."On 11 Jan, I received an invoice from Autel for $4899.30 with this communication: "We have received your unit into our repair facility and evaluated the product. We would like to offer you a replacement unit. Please complete the following payment so that we may complete your order."On 15 Jan I advised Autel that their offer was not an acceptable resolution to a warranty claim. Autel advised that they were escalating to management.On 16 Jan, Autel advised that my case had been referred to a second technical team for further analysis.On 31 Jan, Autel claimed crash was the result of faulty firmware, implied it was my fault for not updating firmware, and offered to replace it if I would cover 30% of the cost.On 2 Feb, I rejected this offer.On 6 Feb, I was told to "patiently wait for a reply."I believe Autel is purposefully delaying resolution and lying about the crash's cause in an attempt to avoid liability for a faulty battery.

  Business response

  02/27/2024

  *****,

  Sorry for your lose of your investment.

  I sent you the email on 2/8 regarding the option to purchase Autel care to cover your lose. I'll follow up with you again later today.

   

  *****

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No support from Autel on battery that are faulty x star drone I purchased two drones for my company and now all battery failure has happened can find any replacement Autel dissolve the battery, and no longer makes it

  Business response

  01/23/2024

  We discontinued this model back to 2021, no more support for this model. However we offer 30% discount to buy new models. Thank you!

*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. ↩