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  • Hey all, just changed over the backend after 15 years I figured time to give it a bit of an update, its probably gonna be a bit weird for most of you and i am sure there is a few bugs to work out but it should kinda work the same as before... hopefully :)

DJI Ronin

@AaronMcLane,
Pro Support office in Austin? I don't know where you got that, but I'm pretty sure that office didn't even have a phone line or an email address available to the public. Here's the thing. They were their own identity not remotely close to being managed by DJI Innovations. I'm here now, and though I'm the marketing manager and not the operations manager, I consider your case very important. Please e-mail me if you are having any trouble such as this, and I'll do my best to assist you. As for dropping off your gimbal, I'm there for you. Cool?
 
DJI Ronin: Right hand, Left hand

DJI Ronin: Right hand, Left hand

Hello guys,

I'm a longtime Red user and director/cameraman who's jumping into the aerial cinematography space. I just purchased a DJI S-1000 with an A2 controller and gimbal for a Panasonic GH-4. (This octocopter is not rated strong enough to lift any Red Camera btw.)

So right now, I'm actually waiting for the build of my craft to be completed; however, I've spent the past 3 weeks schooling up and reading every user group post I can find - especially for owners of the DJI S-1000. Let me be one of many to ring the alarm bell on DJI and their lack of ANY quality support. BE WARY of DJI.

I would simply ask you to take a look at the user group posts of DJI S-1000 customers who can't get any kind of support from DJI. You can look forward and backwards a few pages and the story is the same:

http://www.rcgroups.com/forums/showthread.php?t=1982087&highlight=dji+s1000+lens&page=102

And these are mostly users (like myself) who've ponied up $10k for their DJI S-1000 octocopters!

Here on RedUser.net, I just read posts by Aaron McLane which are enlightening and consistent with my growing concerns about DJI not being a standup company and certainly not a dependable provider of professional level support. It's one thing to bring new products to market - I was at NAB and saw the Ronin and S-1000. They are both very cool. However, it's totally a different thing to stand behind your products and offer the type of support professional filmmakers expect.

So I hope none of you gets blindsided and that you take the time to read the posts and form your own opinion. I've learned most of what I'm sharing after having purchased my DJI S-1000, and quite honestly, I'm too far down the road to come back and return my device. However, I would like all of you to have the benefit of what I've learned so you can judge for yourself.

All the best.

J
 
@Jeruvia,
Welcome to Reduser on your #1 Post, thank you for voicing your opinion, it's feedback such as this that helps the growth of companies big or small to value customer service. Things are actually already in the works, and I think you're going to like the results.

I took over the U.S. Marketing in November, 2013, since then, I have been working closely with the new Operations Manager in Los Angeles to take care of damage control from the past operations team. The result is now moving the operations team out of Los Angeles, and into a more industrial city in Southern California. To those who have visited the LA office recently, they probably witnessed that the whole office looking like a UPS Warehouse due to the various crashed Phantoms from customers that got RMA'd in to fix a motor or landing gear.

The Los Angeles office is now going to be a marketing office for all products DJI as well as Pro Support strictly for the Ronin, when the team advances, the Pro Support Operations will take on the larger multi-rotors, Z-15 Gimbals series away from the Hobby Line, and let the Hobby Team worry about the millions of Phantoms out there in the world.

In the meantime, our Hobby Line troops are trained up with our larger multi-rotors already. In addition, the dealer in which you placed your order of the $10k+ products should be able to assist you, and if they don't, please drop me an email, and I'll escalate the issue to our HQ team. My email is: willis.chung (at) dji (dot) com

Hope this information helps. Let me know if you have any further questions, I'll gladly try to assist in any way I can.
Thanks,
 
Willis Chung said:
@Jeruvia,
Welcome to Reduser on your #1 Post, thank you for voicing your opinion, it's feedback such as this that helps the growth of companies big or small to value customer service. Things are actually already in the works, and I think you're going to like the results.

I took over the U.S. Marketing in November, 2013, since then, I have been working closely with the new Operations Manager in Los Angeles to take care of damage control from the past operations team. The result is now moving the operations team out of Los Angeles, and into a more industrial city in Southern California. To those who have visited the LA office recently, they probably witnessed that the whole office looking like a UPS Warehouse due to the various crashed Phantoms from customers that got RMA'd in to fix a motor or landing gear.

The Los Angeles office is now going to be a marketing office for all products DJI as well as Pro Support strictly for the Ronin, when the team advances, the Pro Support Operations will take on the larger multi-rotors, Z-15 Gimbals series away from the Hobby Line, and let the Hobby Team worry about the millions of Phantoms out there in the world.

In the meantime, our Hobby Line troops are trained up with our larger multi-rotors already. In addition, the dealer in which you placed your order of the $10k+ products should be able to assist you, and if they don't, please drop me an email, and I'll escalate the issue to our HQ team. My email is: willis.chung (at) dji (dot) com

Hope this information helps. Let me know if you have any further questions, I'll gladly try to assist in any way I can.
Thanks,
Click to expand...
Do you guys expect any delays with ordering from bhphoto? I emsiled amp (was apart of GB but had to decline) and didn't receive a response.
 
Steve Das said:
Wow the case with the foam alone costs $800 so the gimbal is only $2200
of the $2999 package price.
Click to expand...

That is a big feature for the Ronin package if it is the same case in the parts catalogue. The Helix case with custom foam is $400 but not included. Wonder why the DJI case is twice the cost?
 
@RyanChristopher,
Excellent question regarding Lightbridge on the "DJI Ronin Group Buy" before it closed.
The Lightbridge is used only for video downlink separate of any remote controlling.

That being said, I've been working with the Lightbridge team during my stay here in China, and found that their new firmware has about a 20ms delay, compared to their .5-1sec delay before. Take a look below.

14719367854_25817eb0ae_z_d.jpg
 
@RoeeTuval,
While I'm here answering questions about Lightbridge, I might as well address your comment as well.

The Lightbridge did in fact limit their resolution to 720p not because of any legal issues with the 2.4Ghz, but because they wanted to reduce the latency.

1080P should be available in the next released firmware, they recommend 720p for longer distance, we'll see how this one pans out.

We left it as an option to use light bridge, but of course, there's the 5v USB, and 12v PTAP power out for any and all of your accessories.

Hope that helps,
 
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Whoa! That's pretty sweet!
I can easily see myself using a lightbridge at the same time as one of our Arrow or Arrow-X systems, for instance for an encoded feed to producers in a green room back at basecamp, with a zero latency feed for near-set operating/monitoring.
 
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Hey Willis
I recently purchase the LightBridge system for my Octo. Before I was able to use it once, the base station fell off a chair (like 24") and one of the white antenna broke off internally. I took it to my hobby shop and they had little hope for me getting it repaired. What can DJI do to fix this other than to say "buy a new one"? It's a little white plastic part inside where the gold nuts are - not end user repairable. Maybe a $1.00 part - seems silly to throw a $900 product in the trash.

Does DJI have a USA Service Center for Pro Gear? Please advise here so we all know how to get stuff fixed
 
Dan Kanes said:
Josh - if you can email me a picture or post a picture of the damage - I may be able to help you with a quick fix.

Is it the gold colored RP-SMA antenna connector?
Click to expand...

I'm on location and the LightBridge is at home. It's the white plastic piece that goes through the aluminum wall. Would like an official answer from Willis on where and how to get LightBrjdge repaired. If it's DIY repair or throwaway if broken (since there is no repair center in the USA) then I'm shopping for something else. I've been told you cannot repair antenna leads DIY since their length and termination is critical to tuning
 
Zeb,
Thanks for your interest on the Lightbridge, I'm especially excited about the product since arriving in China. The new firmware is pretty awesome, already being used on 3 of my copter campaigns.

That being said, yes, we have a service center in Hollywood. You can get an RMA number by emailing us.support@dji.com
We are about to move the hobby-line support and repair to Torrance, CA, where they will be using a much larger warehouse.

At that time, the Ronin Support Team will stay in Hollywood, CA, along with my DJI US Marketing.

Hope this information is helpful,
 
Thx Willis! Let's see how this goes - 'll report my findings.

Another LB question. There is a very delicate HDMI ribbon cable that comes with the kit. I always carry extras of any specialized cable but am told DJI does not currently sell these as replacements. Same goes for the HDMI ribbon on the Zenmuse HD-3D. Is that true? If not, who has them in stock in the USA? I've checked several authorized dealers and all say there is a part number but no ability to order them. Please advise
 
Hi Willis,

Did I miss something? I read that you stated that Dji was going to honor the 10% original group buy discount on top of the new price. I just got an email from AMP saying not so. What gives?
 
Willis,

I've EM'd AMPS about the new pricing, requested confirmation and appropriate refund. I've yet to hear back from them. I've also asked AMPS for an invoice that itemized what I'll be receiving and they went dark. Please advise.
 
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