Drone Deploy was able to look at the flight data and saw some things that looked like it may have been related to the drone firmware. Turns out they were right. I was impressed with DD response and data analysis.
I sent the drone back to DJI for repairs and asked them to diagnose what caused the crash. My firmware for the drone, remote and batteries was current, having updated it only 1 day before the crash. DJI never told me what caused the crash but
they covered the repairs under warranty. Interestingly enough, a few weeks ago I found this article online from Europe written almost a month to the day BEFORE my matrice 200 crashed: https://www.engadget.com/2018/10/30/dji-matrice-200-drones-falling-from-sky/
Later, after my crash, DJI admitted to having issues with the drone sensing incorrect battery levels and forcing the drone to attempt a landing instead of flying home. DJI should have made more people aware that this was happening. It’s a thousand
wonders no one has gotten killed because of this. They knew they had an issue for a long time and made no attempt to notify people.
Another major issue I had with the repair process is that I also sent the zenmuse camera I was using in for repairs. I didn’t do a separate repair request for the camera since I thought it was all the same issue and the DJI online form never
said anything about needing to do a separate claim. DJI says they never got the camera. After multiple calls with supervisors at DJI they refused to do anything about it and still say they never got the camera. So while they covered the drone repair costs
(about $650), they stole a zenmuse x4s camera (about $500). Best part is they don’t sell the x4s anymore and the next closest camera from DJI is $800. Complete b.s.
This was a work drone and camera so I personally didn’t have to pay for it but I will never spend any of my own money with DJI. It was a terrible customer service experience.