You can observe the behavior either when the customer sends you a video or if he tells you that the drone descended faster than normal.
Here a possible answer for end customer:
Thanks for sharing the video and flight description. The behavior that can be seen on the video is a known issue that happens very rarely.
Our developers are working on a solution to fix the too fast descent with one of the next releases. In the meantime, observe the drone when landing and take over to assisted mode, when you see that the landing speed increases. WingtraOne normally descends with 1 m/s and at 3.5 meters above ground the drone slows down to 0.5 m/s.
We could not find any unusual behavior related to WingtraOne 1000. The fast descend is a known issue that is currently being tackled. It happens very rarely and can be prevented by taking over to manual mode.
We will ship you a replacement middle stand and a second spare middle stand. Please also check if the middle stand interface on the drone side got damaged. Please, send us pictures if you see any additional damages.
Here possible answer for reseller:
Thanks for sharing the video and flight description. The behavior that can be seen on the video is a known issue that occurs due to a bad descent speed estimation. It happens very rarely.
Our developers are working on a solution to fix the too fast descent with one of the next releases. In the meantime, tell your customer to observe the drone when landing and take over to assisted mode, when they see that the landing speed increases. WingtraOne normally descends with 1 m/s and at 3.5 meters above ground the drone slows down to 0.5 m/s.
We could not find any unusual behavior related to WingtraOne 1307. The fast descend is a known issue that is currently being tackled. It happens very rarely and can be prevented by taking over to manual mode.
We will ship you 3 replacement middle stands. Please hand over 2 to your customer that experienced the hard landing (1 as replacement and 1 as spare middle stand). Please tell them to also check if the middle stand interface on the drone side got damaged. Please, send us pictures if you see any additional damages.
Let me know if you have questions.