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Skydio Customer Support Success Story

baksideDisasterFlicks

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I read a lot of complaints on this here internets regarding support at Skydio. I thought I'd just send out some positive vibes as I had a really great customer experience this week. For background I got my Skydio in February of last year. I usually film with it at least four days a month, usually across the day grabbing shots over 6 hours, 3-4 batteries each shoot. So I consider myself as having considerable flight time with this drone. Anyways, as we all know, Skydio is far from perfect but for me it's a godsend as I primarily film action supports and since 2015 I've gone through 10+ drones trying to find one that delivered on real motion tracking. Also worthy of note as this isn't all rosy, I had a pretty bad support experience last summer when I sacrificed my drone to a powerline, that story is around here somewhere.

So about the beginning of March I started to notice my drone getting radical shaking when I switch modes between photo and video. I've also has some pretty miserable tracking results, seems like Skydio was getting stuck, losing subject from frame, and disconnecting every 2 out of 3 shots I made. I was actually getting to the point that I was over the drone as I'd had so many missed shots. But I didn't remember it always being this way especially the gimbal shake on mode change so I got fed up and contacted support.


So I pinged support sending flight logs as this isn't my first rodeo with support. I had a quick back in forth on emails. They dug into my flight logs and determined there was a hardware issue with my vision system. The offered me a RMA and I was concerned as being spring this is my most active filming season as we get more sunny days in the backcountry. In any event I do have a Mavic Air 2 and was prepared to have it fill the gap over the next couple shoots. I expressed my concern for turn around time explaining that I really needed Skydio for my next shoot the following weekend and my powerlines incident took me a month+ to get a replacement. Support tech was more than understanding said she would do what she could to expedite the process. I dropped it at UPS the morning of March 29th at 9am when they opened. Now I expected it to take a week or two. Low and behold my Skydio showed up today April 2nd at 12:30PM! in plenty of time for my shoot this Saturday. So stoked. So for all those negative threads you read, here's a success. I'm thoroughly impressed. This beats my best turn around from DJI care where it took 10 days from the time I shipped to receive replacement. I've been touting them as the best drone support in the business but they just got one-upped. Nice work Skydio!

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baksideDisasterFlicks

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Is it fixed ?
Well they sent me a replacement so yes. I flew it this weekend, unfortunately I somehow killed my beacon battery in my pack so wasn't the best shoot due to only having visual tracking. Overall new one worked great, one weird stuck where it disconnected and didn't return to home.
 

skydioconvert

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Nice update to your RMA issue.

Skydio still faces an uphill battle due to the epidemic but hopefully your case will become the norm rather than the exception.
 

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