NEW: Updated OnagoFly Refund/Warranty Policy

After OnagoFly unceremoniously took their refund/warranty policy of OnagoFly.com around June 20th, I emailed and asked for it. And waited. And waited. Finally, a month later, I received an answer. Interestingly, it came from Linna at an ‘acumenrobot.com’ address, not onagofly.com, which wasn’t the weirdest thing. The weirdest was instructions to Whatsapp and Skype her. Not about to try that. If it was a branded Skype, that’s one thing. But this is the same company that ran the Indiegogo shenanigans with a gmail address, so i’m not surprised. Absolute lack of professionalism.

Screenshot (105)

 

In the document that she attached, named ‘RETURN POLICY-crowd funding verison.pdf’, they lay out a slightly different refund and warranty policy. Note-no logo or branding was included.

RETURN POLICY-crowd funding version

 

REFUNDS:

“If you want a refund for any unshipped product, send an email to order@ONAGOfly.com, and follow the steps below”

Naturally, they say this after (they claim) all were shipped.

“A refund will be issued within 15 business days to your PayPal account as soon as it is processed.

We are only able to process refunds via PayPal.”

So if you paid by credit card directly, would you get a refund through PayPal? That seems…odd. And possibly fraudulent.

“REFUND DISCLAIMER:
ONAGOfly will not approve a refund if the parcel has already been shipped.”

So there’s that.

 

WARRANTY:

“ONAGOfly will replace your product or part free of charge if your product or part has a manufacturing defect that is covered by the warranty. The following products are not covered by ONAGOfly Warranty: Products not purchased from ONAGOfly’s WEBstore (sic), ONAGOfly Indiegogo page or any reseller who has not been authorized by ONAGOfly to sell the product.”

 

They go through the RMA process, and mention

“NOTE: Please do not hand deliver your product to the RMA facility, even if you are local and near the facility. This location is not set up to receive visitors. Thanks!
USA Returns

ONAGOfly RMA Returns

76 Maxwell Irvine, CA 92618 USA
Returns that don’t qualify for warranty coverage will be returned to customers. It is vital that you communicate with ONAGOfly’s Customer Support Team before sending in your return. Please contact us by sending an email to our Technical Support at support@onagofly.com.”

The warranty seems to be the same:

“WARRANTY PERIOD OF MAIN PARTS
Battery/ Battery Charger one year or 200 Times.
ONAGOfly main one year
Frame No Warranty
Propellers No Warranty” (BUT KEEP READING)

No warranty of the frame will suck if it crashes badly enough.

They also offer a Customer Paid Repair Service for issues outside of the warranty period, where they state they’re going to charge you diagnostic, labor, materials, tax, repair and delivery. Cha-ching! If you say no, YOU are responsible to pay for shipping your new paperweight back to you.

NOT COVERED BY WARRANTY:

My favorite part…. (bold is my emphasis)

“The following are not covered by the ONAGOfly Warranty Service:
1. Any package returned, missing any of the original accessories, attachments or packaging or if the product is damaged is not covered. (WHAT???)
2. Crash or burning caused by non-manufacturing defects, and any damage caused by unauthorized modification, entry of foreign body (water, oil, sand, etc.), improper installation or operation.
3. Labels, Serial Numbers, waterproof mark, false proof mark, etc. show signs of tampering or altering.
4. Damage caused by external factors, including but not limited to: fire, flood, high wind strength and lightning strike. (So don’t fly in any wind)
A. Crash or fire damage caused by non-manufacturing factors. (But they’re also not responsible because app and firmware are a MESS)
B. Damage caused by unauthorized modification, disassembly, shell opening not in accordance with official instructions or manuals.
C. Damage caused by improper installation, incorrect use or operation not in accordance with the official instructions or manuals. (Did you get an instruction manual?)
D. Damage caused by unauthorized repair.
E. Damage caused by unauthorized modification of circuits, mismatch or misuse of battery and charger.
F. Damage caused by flights which did not follow the instruction manual recommendations. (Again, there was NO instruction manual)
G. Damage caused by operation in bad weather (i.e. strong wind, rain, sand/dust storm, etc.)
H. Damage caused by operating the unit in an environment with electromagnetic interference (i.e. a mining areas, close to radio transmission towers, high-voltage wires,
substations, etc.).
I. Damage caused by operating the unit in an environment suffering from interference with other wireless devices (i.e. transmitter, video-link, Wi-Fi signals, etc.). (This is a nice Cover Your Ass clause to say if it didn’t respond as it was supposed to, then it must have been interference so it’s not covered. Well played, Sam Tsu…)
J. Damage caused by operating the unit at a weight greater than the safe takeoff weight as specified by the instruction manuals.
K. Damage caused by a forced flight when components have aged or been damaged.
L. Damage caused by reliability or compatibility issues when using unauthenticated third-party parts.
M. Damage caused by operating the unit with a low charged or defective battery. (Don’t get me started on the battery and charger issues…)

In the actual small print of the Warranty, they state:

“ONAGOfly products and accessories, excluding propellers, frame, that are against manufacturing defects within six (6) months from the original date of delivery are qualified for Warranty.”

So is it a year or 6 months? Get it together OnagoFly…

And closing out the 4 page doc is this gem:

“Note: This Policy may be subject to change until further notice under ONAGOfly’s discretion.”

So, that’s that.

Had I seen this warranty prior to purchasing OnagoFly, I’m not sure if it would have changed my mind about it. The refund policy would have been nice, because if it wasn’t shipped, you would be able to cancel. It would have been nice to know that. But, since this policy basically came out after they claimed everything shipped, it’s moot.

So, if yours hasn’t shipped, contact order@onagofly.com ASAP with a fully completed Customer Refund Request Form and hope for the best.

 

 

 

 

 

 

2 comments

  1. I managed to get a full refund but it took months.
    I had tried to contact onagofly many times via email but only recieved some kinda computer generated response.
    I tried PayPal four separate times with no luck. PayPal said onagofly told them they had sent out the drone already.
    I tried visa and honestly can’t remember exactly why they said they were unable to help but it looked like I was out of options.
    I persisted for months with PayPal and onagofly. Finally I got someone on the phone from onagofly.
    “Where is my drone it’s been months”. the answer was weird. The guy on the phone said there is an active dispute with PayPal and that is why I haven’t got my drone.
    I checked with PayPal, asked them about this dispute and was told there was no dispute.
    Continuing for day/weeks I finally Gould s PayPal employee that said yes there was an active dispute.
    Very confusing no doubt. Some days later after emailing Onagofly I wanted the drone and I officially ended any dispute Onagofly emailed me I had been refunded!!!
    Unfortunately that was not true.
    So I contacted PayPal again trying to find the money. Of course there was no money and the PayPal supervisor told me there was only on dispute from months earlier and that was closed.
    I thought all was lost.
    I called visa one last time and finally had success getting my money back.
    Visa asked if the product had been delivered. They asked what the delivery date was supposed to be.
    Of course the dates where long passed.
    Visa refunded my cash!!!!!
    They said the reason was none delivery of the drone
    Visa said the ball was back in Onagofly or indigo go court and they have to PROVE the actually sent the drone.

    I finally have my money back!

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