G+_todd zimmerman Posted July 6, 2017 Share Posted July 6, 2017 Hi Kita's -- I'm looking to get some input/guidance on a situation that I am having with a drone vendor. In April 2017, I purchased myself GoPro Karma drone. (I'm planning to build my own KH drone, but this out-of-the-box solution is saving me time that I don't really have available for a home build. I also wanted something safe and stable to use for a beginning pilot) The first two month's of flying was great. On Memorial Day weekend, I had a situation where the drone lost contact with the controller and briefly "lost" GPS. (I have full telemetry of the flight indicating the contrary) Normally, when a Karma drone looses the connection with the controller, it's supposed to Return to Home, or Land in Place. However, in my case, the drone went into an uncontrollable runaway condition and flying off at 54MPH, more than twice it's max rated speed of 20mph (for safe mode). I couldn't regain control of the drone as it flew past my position when it reached the shore. The drone ended up hitting a tree. Fortunately, no one has injured in my incident. (Flight + telemetry can be seen here ) I've been discussing similar flyaway events with other Karma pilots at GoProPilots.com. There are number of other pilots who've had flyaways too, but I appear to be the only one who has been able to recover the flight video with telemetry. I opened a support ticket with GoPro over a month ago but I've been getting the runaround. On my last call on 6/26, I expressed to a support supervisor my concern that the Karma's flight controller has an issue and that my drone breached three built-in safeguards : -- it failed to Return to Home, -- it failed to Land in Place, and -- it failed to maintain safe speed. On 7/3, I received an email stating "Sadly, we will not be able to replace any Karma parts. However, you can still purchase the Karma parts at..." NO ACKNOWLEDGMENT or explanation why the built-in safeguards were breached. (Why did my drone go 54mph!?!?) I tried to reply to their response, but got an automated reply that the ticket has been closed. (extremely infuriating!!) This is disappointing and insulting. GoPro shows no support for it's customers and has no concern for the public when one of their drones experiences a runaway condition. At this point, I am trying to figure out how to proceed forward. I'm going to be filing a complaint with the Consumer Product Safety Commission and FAA. I am also looking into getting legal council. I want to file a small claims case to recover the cost of the defective drone. But I am also worried about GoPro's lack of concern for public safety and elevating my case to "class action" may be the only way to get their attention. Comments are gratefully appreciated Link to comment Share on other sites More sharing options...
G+_Dolce Lattice Posted July 6, 2017 Share Posted July 6, 2017 This has worked well for me oag.ca.gov - Consumer Complaint Against A Business/Company Link to comment Share on other sites More sharing options...
G+_Rickbearcat Posted July 6, 2017 Share Posted July 6, 2017 Non-acknowledgement of the 3 concerns you have should have prompted an immediate investigation (with you involved because of information you directly have) and forensic analysis of the events. I say that you should move forward with your actions. Link to comment Share on other sites More sharing options...
G+_Shooter_FPV (Shooter_FP Posted July 6, 2017 Share Posted July 6, 2017 What is the warranty on the Karma? You would think with all of the data you have it would build a great case for replacement. I know with a DJI drone if you supply them with even the smallest bit of flight data, and it shows a defect, they will replace it. Gladly I've never had to test that with my P3P. With the Karmas getting recalled, then released again, I still have my doubts with them. I do hope you get this resolved. Keep us posted please... Link to comment Share on other sites More sharing options...
G+_todd zimmerman Posted July 7, 2017 Author Share Posted July 7, 2017 Dolce Lattice Thx. I already have that link (interestingly, GoPro does not have any complaints filed against them as yet. I'm going to be the first) Rickbearcat , Ken Jancef You'd think that GoPro would be interested in getting the forensics, but they are more interested in blaming me for flying in bad conditions and not on the safeguards failing. Apparently, the drone encountered WiFi interference -- this is arguable. But in any case if, let's say the WiFi permanently blocked the RF, then the drone should have RTH, or LIP, which neither happened. (Ok, LIP over water would have been bad.) Support's other argument is that the drone lost GPS....get this... because it flew over a parking lot. According to GoPro, cars cause GPS interference. (This is the first time I ever heard that). If that's the case, then how come I have full telemetry that is intact and supports the apparent flight track?? Believe me, I've been trying to be polite with GoPro and supply them more detailed info about my incident that many other are not able to (because the drones were never recovered). And some of those other people have received replacements. Me, on the other hand, have been given a cold shoulder, and a swift kick in the ass to get my issue closed. By the way: I am digging deeper into the telemetry data -- im trying to extract the full GPS stream to build into a KML. I can post more info on that later (GoPro Support know how technically savvy I am) Link to comment Share on other sites More sharing options...
G+_todd zimmerman Posted July 7, 2017 Author Share Posted July 7, 2017 This is how insulting GoPro's last reply was .... Link to comment Share on other sites More sharing options...
G+_todd zimmerman Posted July 7, 2017 Author Share Posted July 7, 2017 so I replied with this ... Link to comment Share on other sites More sharing options...
G+_todd zimmerman Posted July 7, 2017 Author Share Posted July 7, 2017 which got me this ... Link to comment Share on other sites More sharing options...
G+_Robert Short Posted July 7, 2017 Share Posted July 7, 2017 also file with the BBB i've filed with them for GM twice and received great results. Link to comment Share on other sites More sharing options...
G+_Shooter_FPV (Shooter_FP Posted July 7, 2017 Share Posted July 7, 2017 At least you still have a case number, and I would think you have copies of all correspondence with them. As I am a drone enthusiast myself (P2, P3Pro, and 4 racing drones), I HATE to see this happen. Even thought there's nothing I can do, I wish there was something I can do... Your reply to them, about filing suit, was stern but not overreacting, so hopefully that will help. Flipping out and name calling wouldn't work here, so you worded that response perfectly, in my opinion. I REALLY hope they come to their senses... they don't even explain WHY they made their decision... ugh... Link to comment Share on other sites More sharing options...
G+_Golden Retriever Posted July 8, 2017 Share Posted July 8, 2017 What do we know about the company, do they have a PR person? Link to comment Share on other sites More sharing options...
Recommended Posts