Non starter won't start up

Help Unmanned Tech
1

Order Number: 699040
Product Name: Emax Pilot Pro
Brand: Emax
My drone won’t start at all we have tried all we can but cannot get it to power on when it arrived the box had a big dent like it had been dropped I’m not sure if this is the issue if a battery problem I don’t want to order a new battery and pay off incase it’s the drone any advice appreciated
I’ve followed all online support possible.

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2

Hi Michelle,

I’m really sorry to hear that your EMAX EZ Pilot Pro Beginner FPV Drone RTF Kit isn’t working as expected. I completely understand how frustrating this can be, and we’re here to assist you in resolving the issue.

To help us get a clearer picture, could you please provide a video or image showing the problem? This will allow us to better understand the issue and determine the next steps. Additionally, please share the troubleshooting steps you’ve already tried so that we can avoid repeating any steps.

Best,

Isel :slightly_smiling_face:

Unmanned Tech

3

Hey thank you for your prompt reply :blush: the thing is there isn’t any videos or photo to show as all that happens is the drone doesn’t power up :frowning: the headset and the controller charges and powers on and though the battery shows as charged with the drone when connected nothing happens.
I’ve tried connecting the drone to my computer and using the appropriate software but it’s not helped it doesn’t power up on my computer either so I’m wondering if there’s a power fault?

My son is really distressed as he sold his scooter to buy it. I was going to order some replacement batteries from yourself to give them a try but they are sold out but not sure if that will help? Thank you for trying to help us x

4

Hi there,

Thank you for your response and apologies for the delay. We’ll inspect the product to determine if there is a fault. However, I’d like to inform you that if no fault is found—such as a configuration or setup issue—we may need to charge a shipping fee to return the product to you.

Of course, if the product is confirmed to be faulty, we’ll resolve the issue at no cost to you.

Your RMA number is #133026

To proceed with your return:

  1. Complete the RMA form linked here

  2. Follow the instructions provided in the form to return your item(s).

Please note: All returns must be arrive with us within 30 days of approval.

Thank you for your cooperation.

Best,

Isel :slightly_smiling_face:

Unmanned Tech

6

Thank you for returning your item to us. We’ve received it and conducted an initial inspection, but we haven’t been able to replicate the fault you reported. We’d like to work with you to understand the issue better. We did a test flight and found no faults with the drone, goggles and radio.

Could you please provide us with more details about the problem you experienced? Specifically, we’d appreciate if you could:

  1. Describe the fault in as much detail as possible
  2. Explain the steps to reproduce the issue
  3. Share any error messages or unusual behavior you noticed
  4. Let us know about the environment or conditions in which the fault occurred

Your insights will be invaluable in helping us identify and address the problem. We’re committed to ensuring you have a fully functional product and a positive experience with Unmanned Tech.

In the meantime, here’s what will happen next:

  1. Once we receive your additional information, our technical team will review it carefully.

  2. We’ll attempt to reproduce the issue based on your description.

  3. If we can verify the fault, we’ll proceed with a replacement or repair under our warranty policy.

  4. If we’re still unable to identify a fault, we’ll discuss further options with you, which may include:

    • Returning the item to you (shipping fees may apply)
    • Offering additional support or troubleshooting
    • Discussing potential repair options, if applicable
    • If the item was returned within 30 days of receipt and is still in new condition, we may be able to process it as a change of mind return instead, subject to approval and our standard return policy conditions

Please note that the change of mind return option is subject to our usual terms, including that the item must be in resalable, as-new condition with all original contents and packaging present.

We appreciate your patience and cooperation as we work to resolve this matter. Our goal is to ensure you’re fully satisfied with your purchase.

Please respond to this email within the next 14 days with the requested information. If you have any questions or need clarification on anything, please don’t hesitate to ask.

Thank you for choosing Unmanned Tech. We look forward to hearing back from you and resolving this issue together…

Important Note: We are currently working on a complete overhaul of our back-end support and IT systems to provide faster and better services. Please be aware support may be slower at present as a result - we sincerely apologise for any inconvenience!
We will respond to all emails ASAP.

All the best,
AJ
Unmanned Tech

7

Hi.
Thank you for your email.
I am glad you have received the drone safely. As described before the issue we had was…
It would start but stop after a few seconds and refuse to do anything unless it was unplugged and plugged back in sometimes it would remain ok for the flight but the next time it was used it would start to do the same again where it would suddenly power off and need reconnection.

I don’t know how else to explain it other then when you have an autistic child who expects things to run smoothly and they don’t it is frustrating for them especially as it’s not expected with a new item so I decided it best to return it.

As it’s in new condition if it’s easier for you then please refund as a change of mind. Either way please can a refund be Processed as soon as possible as this behaviour with the unit worried my son so much he no longer wants to own one :sob: thank you.

8

We understand your frustration and would like to offer a resolution. Upon receiving the drone, I noticed that it was not in new condition as expected. Specifically, there were signs of prior use, including some grass debris on the frame.

Additionally, since you may of been experiencing difficulties in getting the drone to operate correctly. This could be caused by the pre-arm safety checks, where the drone does some internal software testing of its sensors and other parameters before activing the motors. The most common cause which might be related to the throttle not being at zero when arming is attempted, which means you will need to power cylce the drone to get it to work again.

Given these issues, I would like to discuss possible resolutions. I would appreciate it if you could consider a partial refund of 90%, due to the condition of the drone. Alternatively, we are happy to provide additional support to help me get the drone working when you get it back?

Kind Regards

Alex

Unmanned Tech Support