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July 2024 by Levi McGonigal
I’ve read the negative reviews, and feel like there must be some user error with them (calling a wrong number, emailing a wrong dept etc).
I reached out to Autel regarding a malfunctioning drone, and it was replaced in a week. In that time, 3 seperate people reached out to me to keep me updated with repairs. The staff are courteous and professional, and I consider them in the highest regard. Special shout out to Jimmy, Bill and Micheal; this team is the definition of quality customer service support.
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January 2024 by lemay laverdure
3 because,,evo kit $1100,,super cool,,except,,that for 3/4 of the population,,this price is too expensive,,if I would have had just a second drone I would have said cool for the price ,,I like it,,I ordered another brand,,the evo/good ??,,the salaries of the ordinary world are not worth more than you are 50 years old,,lower your prices,,,,,,, ,,,the more expensive you sell = the less you sell,,,,,,,the cheaper you will sell more more often,,,,,this is just logic
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October 2023 by Carter Wood Art
!!!!WARNING !!!! I sent my drone for repair and they did not send me an update, nor did I receive my drone back, they charged me $300 for a replacement drone and they never sent it to me, nor did they return my money. I feel scammed, I must go to the authorities. to get my money back.
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December 2022 by kurt yungeberg
What a joke. Called to get some information on FPV goggles to use with my Autel 2 pro drone. Have a client that wanted some dynamic shots and with the 6 k camera thought it would be a good fit. When I contacted customer service and they were rude. Please dont give this HK company any money, because their Washington office is a bunch of terrible people.
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October 2022 by Hiro Baba
Dropped off my Evo at the office (crashed and broke an arm), and it was ready within 48 hours while I was still in the Seattle area last year fall. I know they probably don't usually do this, but they went above and beyond. Very helpful people ?
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August 2022 by Hamid
Autel Robotics has a terrible customer support. My 2-month done had significant firmware issue and crashed and is not functional anymore. I have emailed them and called them several times, despite creating support ticket numbers, no one gets back to you. Buyers be careful, never buy from them! Their customer service is not existent. Only buy from trusted companies. They spend a lot in social media to present themselves as a leader in the market, but that is only marketing. As a technology company owner, I should tell everyone that this level of customer and technical support is not what you expect in 2022.
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August 2022 by Stanley Hill
Their drones are ok I started with the Xstar drone was very happy with the whole process even with it crashed and had it fixed support was great! Now I got their Evo light +. Right from the gate I got a camera issue button don't work to makes it worse it constantly take pictures over and over again or if on video it turns on and off. I end up with a ton of 2 second videos. Call customer support I sit on hold for 20 mins then go right to voicemail when I finally talk to someone they want me to send it in and wait 3 weeks to get it back where I'll have to arrange another day off to be home to sign for it. Current situation I'm on hold for the 3 time today to talk to them its hard to arrange time to talk sit and constantly be put on hold because I learned he hard way if you get to voicemail they will never call you back. They are really bad with customer focus! I will never buy another drone from this company and that's sad!
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July 2022 by Asif Ahmed
Overpriced product. Don't buy their products. It's not worth it. There are much better products available in the market.
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June 2022 by Chris Henderson
This is the worst customer support for a drone I have ever had. Their phone support is non existent. I called earlier this week and had to leave a voice mail, and they never called me back. Buyer beware. My drone was DOA, at least the gimbal is not functioning at all, lifted on once in my driveway and its useless. I called twice today, 1 minute after they opened to be put in a queue that said I was 4, then 3 then sent me to voice mail a 3rd time. I can't even get a shipping label return in 3-4 days so far. They also will not give refunds for a DOA drone if you take it out of the packaging. Big disappointment, I will never buy an Autel drone again for this lack of support.
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June 2022 by Lovie Lee
I love my drone. However, Autel's is activitie on social media, but technical support is nonexistent. I have been calling technical support for months and left numerous messages. I opened a support ticket and still have had no response. Not even through online live chat. My autel care will expire in a month. I need someone to help me asap to replace my Autel Evo II. For me to have spent so much on a drone with extra batteries and, almost every accessory possible, I'd expect better service. Could someone please help me. Support Ticket #236306
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December 2021 by Mister Guy
Autel Robotics is a company that is founded on lies and hoping that it will continue to have a base in which it can sell those lies too.Autel Robotics is not an American company but a Chinese operated company with an American branch and American customer service so that it can trick people into purchasing their drones because they're "made in America" and has "American" customer service.Customer service and repair hardly talk to each other so more often than not customer's who have drones in for repair are more than likely not actually having the issues with their aircraft discussed between the two departments.The company knew that Version 1 smart controllers weren't going to be able to meet public demand and preorder and never made any attempt to inform customers regarding them not receiving controllers. It seems that the company is also lying about Version 2 Live Decks and the sorts; pretty much assume that anyone working at this company more than likely knows just as much, if not less, than an average member of the public.Save yourself the trouble and purchase a drone from somewhere else; you'll get better customer support in the future and you'll know you aren't supporting an awful company.
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November 2021 by Chris Chris
If you get a good drone they work great overall. However, if you get a bad drone (I bought a few so...) getting customer service is not good. It's a long wait to get action. Customer service is friendly on the phone but the followup is a long process.Other smaller companies have a replacement or a part in my hand in less than a week. Frustrating overall.
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August 2021 by Kay Berry
Great products but Autel are about to change their chips which will make current (v1) EVO drones, Live Deck and Smart Controller incompatible with the incoming v2 models. Before buying (in mid-2021 onwards), ask vendor to confirm in writing what your upgrade options are going forward.
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July 2021 by The Pest Termite & Pest Control
Clearly have an issue producing quality drones. Some drones are good some drones are bad. Gave me a hard time about warranty work for my drone when it clearly drifted on it’s on. I’m 50/50 on this as the drone itself is nice (if it actually works correctly).
I’m in a group where more folks are speaking up about this $2,000 trash can.
Buy yourself a DJI.
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June 2021 by Vernon Orrell
Purchased the X-Star Premium soon after they were released in early 2016 from B & H Photo. Had a few issues however, their tech support was great at that time. Very sad to see what has happened to this Company and their product support. I just contacted them a week ago about a second USB port failure on my controller, (they did repair it at my cost last fall) and I was sent a service ticket. Received a phone call from them and the young man who said he was a new employee, advised I would be emailed a "return for service package" for me to complete and I was to ship (at my cost), back to them for a second repair (at my cost). They did offer to return ship it at their cost. To date, have received nothing from them on the repair ticket. Probably moot point as I only have one remaining battery and as soon as that is done, My X-Star will be useless unless a third party starts producing the replacement batteries.
