Open letter and RMA Request for either repair, replace, exchange or refund.

Date : Oct 16, 2023

To: Shenzhen Zero Zero Infinity Technology Co., Ltd

https://thehover.com/

https://www.zzrobotics.com/

support@zerozero.cn

support@thehover.com

Dear Hover Air X1 Warranty Department and Support team,

On Sep 2, 2023, I ordered a Hover Air X1 combo with product number HoverX1_0068. 

 Unfortunately, your Hover Air x1 has not performed properly, such as:

1. I cannot connect your Hover Air x1 it to my phone pixel 6 or pixel 6 pro with Android 14
2. I used your Hover Air x1 to fly for a test and connect to my old phone pixel 3 with Android  13, the downloaded video samples found video looked weird and even didn't focus on me.
3. Also, once I connected my old pixel 3 and the air x1 started the system upgrade. After the system upgrade, it acts extremely weird with an error message “Gimbal is difficult to rotate. Please check the gimbal and take off again”. My Hover Air X1 was not flying and how can it take off again?
4. Then, I found every single mode I selected could fly one time only and I needed to power on and off again and again for the next/second fly.
5. I tried to use different modes and I found the follow me & dolly track mode speed is very uneven, sometimes fast, sometimes slow, sometimes even didn’t move forward and just stopped at the same position. I need to go back and let it land on my palm.
6. The zoom-out, orbit, and bird eyes mode do not focus on me as well the video quality is not acceptable because of shaking / blurry horizon lines on the video when Hover Air x1 tries to turn right or left to follow….Totally believe the error message comes “Gimbal is difficult to rotate..” I also found one of the red lights at the bottom of the Air x1 was off. It means that only one light at the left was on and the right one was off all the time.
7. Also, I experience I cannot switch mode occasionally when the green light is on and I have to remove the battery to restart.
8. Then I contacted your support @ support@thehover.com on Oct 6, 2023, and reported the problem that I encountered and I only got two replies from “Jay” and advised me how to fix the connection with Android 14. But I tried and reported back to Jay and said I had no luck at all.
9. After that, I didn’t get any other response at all. Then I sent few video clip links to your support and requested for RMA in order to get it to be fixed, so that I can carry it for my coming trip in Dec. Unfortunately, I got no response at all again.

Honestly, I am not happy at all with your product and your support service. It was only less than a month as well as my Hover Air x1 and it is still under your one-year warranty period. I don’t think I am over-demanding to request you to fix my lemon Hover Air X1. 

To resolve the problem, I would appreciate you can 

1) issue me an RMA, so that I can mail it back for repair, or 

2) provide me with an exchange or 

3) fully issue me a refund. Enclosed are the order and message copies of my records for your easy reference.

I look forward to your reply and a resolution to my problem. I will wait until Oct 30, 2023 before seeking help from a consumer protection agency or other assistance. I also reserve the right to report to Consumer Protection Office, Better Business Bureau (BBB), FTC reportfraud.ftc.gov  as well as report to econsumer.gov in case I didn’t get a satisfactory response from your end.

Looking forward to your professional response and please contact me as earliest as possible

Besides, please find the YouTube video link for your easy reference of what's the problem I encountered.

https://youtu.be/LixB1LQAq1w?si=oYmecYdTCBKjzrYf

https://youtu.be/110sUs-ALKw?si=qlmpx0E8rV_iCEHU

 https://youtu.be/dQanP4lP-uA?si=so9lOzD9zGOX9bB-

Sincerely,