Business ProfileforAutel Robotics USA LLC

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.