Order Number: 698590
Product Name: Betafpv Pavo35 Brushless Whoop Quadcopter Elrs - Elrs 2.4ghz
Brand: BetaFPV
After unboxing the product and prior to modification (I intended to add a DJI O3 air unit), I noticed that one of the four screws that are used to separate the frame from the camera mount seat was loose. Upon closer inspection, the screw came right out by just pulling it at it, and it looks to have been torn off. The remaininder of the screw looks to be stuck inside the frame with no means of easy removal, meaning I cannot secure a camera to the drone since these screws are vital to the stablity of the camera seat.
I have provided pictures showing the screw in question.
I have tried very carefully to remove the stuck portion of the screw from the frame, but with no luck. Any force would end up damaging the frame, which I did not want to do.
Hi, sorry to hear about this issue. Can you please confirm that you have not yet flown this drone yet?
As per our support policy, issues such as this are usually considered physical damage and are not provided under warranty, however we will look into this further so I think the best thing for now would be to return the item back to us for inspection to be repaired/replaced/refunded under warranty. However we will also talk with BetaFPV as we may also be able to directly replace it for you.
I will send you a new email directly with return information once BetaFPV confirm (as they may have an idea on how to resolve this remotely)
Correct, I discovered this right after taking it out of the box. I was about to begin unscrewing the frame to attach a DJI O3 unit when I noticed that the affected screw was not connected.
Hi again Josh,
Apologies for the delay with this!
Thank you for confirming - BetaFPV have agreed to send us a replacement, but I unfortunately do not have any more of this frame in stock to be able to send you a replacement quickly as would’ve been my preference to get this resolved for you.
I can arrange for the replacement to be sent to you when it arrives, if you would like - the ETA is around 2 weeks assuming all goes smoothly. If that’s too long to wait, the alternative options are that you can return the frame to us for a full refund, or I can offer a £5 partial refund if you are able to source a suitable replacement bolt (or have some other solution in mind).
Apologies for not having the most obvious solution available at present - if you have any questions or concerns, please do feel free to ask and I will get back to you again ASAP. Otherwise, let me know how you wish to proceed and I’ll get it arranged for you.
Best regards,
Cameron
Unmanned Tech
Hi Cameron,
Thanks for confirming it is a fault with the product.
I won’t be able to source the new bolt on it’s own I don’t think, as well as source the frame because part of the screw that broke is stuck in there.
If you could process a replacement for me that would be great. Also let me know how you would like me to return the original drone/frame.
Thanks,
Josh
Hi
So just so I can get this arranged correctly for you. Can you confirm if its just the duct and the screw that needs to be sent to you for replacement?
Kind Regards
Alex
Unmanned Tech Support
Join our community at dronetrest.com, or on Discord.
Hi Alex,
Can you confirm what you mean by the duct?
To confirm, the screw that is broken, and the remainder of the broken screw is stuck inside the frame (I’m not sure if this is what you mean ny the duct). If so, I am unable to remove the duct without it potentially breaking further.
Is it not possible for me to send you back the entire product, to then receive a new, working one?
Thanks,
Josh
Hi again Josh,
Apologies for the confusion here - I’m unsure what Alex was referring to.
The manufacturer is providing us with a replacement for this. As the screw is snapped off in the frame, I have a couple of options to proceed;
1 - Send you a replacement screw if you think you’re able to remove the damaged portion
2 - Send an entire replacement frame
3 - Send you an RMA and we’ll replace the item or frame for you
Please let me know which would be best for you and I’ll get it started ASAP. If you have any questions or concerns, please do feel free to ask!
Best regards,
Cameron
Unmanned Tech
Hi Cameron,
I don’t think I’ll be able to remove the screw without damaging the frame unfortunately, so option 2 or 3 would be best.
Can you confirm what an RMA means in option 3?
Thanks,
Josh
Thank you for reaching out to us regarding your issue. I understand your concern about removing the screw without damaging the frame. Given the circumstances, I agree that options 2 or 3 would be the best routes to take.
Regarding option 3, RMA stands for Return Merchandise Authorization. This process allows you to return the item for a replacement or repair. If you choose this option, I can guide you through the steps to initiate the RMA process.
Please let me know how you would like to proceed, and I’ll be happy to assist you further.
Best regards
Kind Regards
Alex
Unmanned Tech Support
Join our community at dronetrest.com, or on Discord.
Hi Alex,
In that case I would like go with option 3. Please let me know how to return the item for replacement as opposed to repair, as the latter would take longer and I am keen to start flying.
Thanks,
Josh
Hi Josh good day,
Thank you for submitting your return request. An RMA (Return Merchandise Authorization) has been created for your order.
You should receive an email shortly at the address associated with your order. This email will contain:
-
Your RMA number
-
A link to our RMA form
-
Instructions for completing the return process
Please check your inbox (and spam folder) for this email. If you don’t receive it within the next hour, please let us know here.
Remember to complete the RMA form and initiate your return within 30 days. If you have any questions, feel free to ask them in this thread
Regards,
David
Unmanned Tech Support
Hi David,
Thanks, I’ve now gone through the steps, filled out the RMA form and plan to post it first thing tomorrow.
To confirm, what will the next steps be once you receive the product back?
Thanks,
Josh
We will get the drone repaired/replaced for you once we get it back, based on parts availability etc…
Kind Regards
Alex
Unmanned Tech Support
Join our community at dronetrest.com, or on Discord.
Hi,
Just checking that you have received the drone I sent back to you on the 11th? Also just wondering if there’s an update on the replacement.
Thanks,
Josh
Thank you for reaching out to us.
We have received your returned drone on the, and we appreciate your patience during this process. Our team is currently inspecting the unit to determine the next steps.
We will provide you with an update on the replacement as soon as possible. If you have any further questions or need additional assistance in the meantime, please don’t hesitate to let us know.
Thank you for your understanding and cooperation.
Best regards,
Kind Regards
Alex
Unmanned Tech Support
Join our community at dronetrest.com, or on Discord.
