Assurance RC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] is not telling the truth [redacted] who is or was [redacted] Senior Technical Adviser / Sales person sold me parts after my [redacted] after a crash for no apparent reason given by ***I have enclosed my [redacted] Bank Statement that shows my pur [redacted] of parts from Assurance RCWord is [redacted] has left the company due to all the issues regarding [redacted] / [redacted] ***, ***, *** products Furthermore if you look below you will see that [redacted] RC USA and Assurance RC share the same mailing address as Assurance RC is a direct supplier of [redacted] RC gearIf you click on the link [redacted] it says Assurance RC distributorBest Regards, [redacted] Tel: [redacted] Fax [redacted] has been taken to court in other states where the defendants has won the case and was refunded their pur [redacted] amount for the [redacted] gearI simply want what I paid for the [redacted] to be refunded to meThe [redacted] does not work as [redacted] has suggestedOn [redacted] there is a user group called [redacted] of which run by a few individuals who have direct contact with ***/Assurance RCThese individual of [redacted] and [redacted] remove post that users complain about the all [redacted] s not just the [redacted] I had my posts removed, my ISP blocked, and my account removedYes I was very outspoken of the [redacted] issues that were never resolved by Assurance RC/ [redacted] where I and others were told to return the [redacted] s by [redacted] The problem is so wide spread some [redacted] gear users have written to the CA Attorney General, filed with Federal Trade Commission, and have even started a [redacted] Group called, [redacted] Defective Products, [redacted] I have also started a [redacted] User Group on [redacted] to help others with [redacted] gear that does not work, [redacted] Many are having issues outside of the USA and [redacted] has turn their backs on these usersOn my group [redacted] has had three [redacted] and still have issuesIf whoever at Revdex.com would like to speak with these individuals I can make the arrangements.Sincerely, [redacted]

We had just received Complaint ID [redacted] on 9/for the 2nd time and First time that We did reply and mail back on 8/follow was first reply:We received your letter regarding complaint ID [redacted] from customer [redacted] I would like to explain the following:Base on customer's statement that the Mquadcopter can't fly over feet, I strongly believe it was a setup/assembly issueMis sold as a kit and requires end users to properly build and set up the quadcopterUnlike [redacted] products where it's fully assembled and ready to fly out of the box, Mare advertised and sold as unassembled kitWe have asked [redacted] corporate office in Taiwan to consider releasing a ready to fly version [redacted] has sold over of Munits on market and most customers are happy with the productThere are some end users with assembly/setup issuesHowever, after receiving assistance from our tech support, most, if not all, customers are satisfied with the product, especially those with GGimbal set up issuesTherefore, this is an isolated case and we welcome the customer to call us or send in his product for inspection and testing.Customer stated that he contact us timesWe checked our records and didn't find any service calls from the customerWe only located a request to replace his GPS module to the updated version in June, which we already fulfilledWe welcome the customer to contact us directly if the hobby store where he purchased the product from can't solve his problem.Customer also mentioned that [redacted] had several firmware update and parts changeThese improvements are implemented to enable better flight performance and reliabilityThis doesn't mean that the original design is inoperableMy personal Mhas over flights with original parts from the first batchEvery industry updates firmware/parts of their product to benefit the consumer.Assurance R/C is one of ***'s distributors in United StatesOther distributors are [redacted] Aerial and Grand RCWe are not an [redacted] branch in the USWe are an independent distributor that sells to other hobby storesWe don't sell products directly to customersIfthe customer has any question regarding payment or refund, he needs contact the store where he purchased it fromWe have no monetary transaction with the customer.Best Regards [redacted] 08/26/2015ASSurance R/C

First, we are not an Align branch in the U.SWe are an independent distributor that sell Align product to hobby storesWhen consumers have technical issues with Align products, we help them diagnose and replace defective parts if neededAs far as product design flaws claimed by this customer, we have no means to determine or validate his claimsWe are not involved in research, design, or manufacture of Align productsWe have advised the customer to contact Align Corporate office directly to give them his feedback.Second, based on the condition of the T-Rex RC helicopter that the customer sent back, it has been flown for a long timeFrom the wear marks and other indicators, we noticed that the helicopter was not properly maintainedThe tail bearing was wearing out, the torque tube bearing was not in the correct positionThe customer indicated that he changed part H25G001XX several times but was still not able to solve the problemHe should have checked the other parts as well because it was not H25G001XX that was causing his problem.Third, due to the timeframe this helicopter was purchased, the warranty on the electronics (servo, ESC, Gyro) are expiredWe cannot, and no other company offer lifetime warranty on consumer electronics / toy productsThe condition of the helicopter is exactly the same as the day we received it from the customer.We've offered steep discount to the customer to replace parts for his helicopter but he refused His only claim was that this was Align's fault and demanded free replacement which we cannot doHe needs to contact Align Corporate office directlyHobby products such as RC helicopters are not refundable once the customer used / flown itThis same policy applies to all major retain chains such as [redacted] or ***.Regards [redacted] 02/16/2016Assurance R/C

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was surprised to read the responds from AssuranceRC. The company’s reply seems to omit many
details to their shortcomingWhen I spoke with AssuranceRC, I asked to speak
with the owner or someone in-charge since the person wasn’t really helping me
resolve my problem If fact, I was
directed to go to the hobby shop, at one point, where I purchased the item to
resolve my problem but they directed me to AssuranceRC, as an authorized dealer
for Align products for warranty claims. AssuranceRC
puts the customer in a no win situationAs the authorized dealer you should be
responsible to address warrenty claims Regarding the company’s offer, I was not told of
such offer of substantial discount on the damage items
This leads to the other issues that your technician damage
the electronics on the Align DFC and AssuranceRC doesn’t want to take
responsibility. The 3GX unit and some other items
This whole incident could have been avoided, if AssuranceRC
would have accepted my call rather than instructing its employees to NOT pass
the call.
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ First off, *** ** has failed to respond to my initial Certified Letter asking for a RefundSecondly, *** ** has failed to respond to over phone calls made to him by *** *** from the City Attorney's Office in *** *** *** is a Mediator for this office and made these calls to *** ** on my behalf in an attempt to get *** ** to help come up with a solution to my requestThe Gimbal is advertised as model G3-5D and was designed specifically for the Canon 5D cameraThat is the camera I own and intended to use on the GimbalThe Gimbal along with my *** Multicopter has already been taken to Assurance RC (times now) and was not able to be tuned to perform correctly*** ** worked on my Gimbal all times*** makes Gimbal models and all of the models do not work properly. It has been widely stated by consumers that they have sent their Gimbals back to Assurance RC because they do not perform correctlyAssurance RC sent back supposedly repaired or replacement Gimbals which still did not workAftermarket Gimbals can be adapted to work on the *** Multicopters but will not be configurable or controlled by ***'s Flight Control System as it is proprietary to their GimbalsFurthermore, any aftermarket Gimbal would involve a customer created or designed mounting system which would need to be adapted to fit on the *** Multicopter and have a seperate control system.*** has not shown that their Gimbals perform as advertisedAny Marketing video demonstrations by *** of their Gimbals have been highly edited and have been tweaked in the video to mask the vibrations which are inherent in their Gimbals.Also noted is the advertising of a feature called "*** ***"All of their Multicopters show this important feature listed on the box of the MulticoptersNone of the Multicopters have this feature and *** has not developed it.]
All of my statements and claims are backed up by email correspondence with Assurance RC, Online complaints by consumers, *** Dealers who have silently been able to get *** to buy back their inventory and personal messages written to me by independent consultants to *** that were involved with trying to get ***'s Gimbals to work properlyFinally, the Two Senior Support persons who worked for Assurance RC have quit due to the consumer fallout and lack of support by ***Both of these former employees are now working for ***'s competitor.I have now filed a complaint with Consumer Affairs.The dealer I purchased my *** products from will not return it because Assurance RC will not take it backThe *** dealers in my area have stopped selling these products and no longer recommend them.I want a full refund for the money I have spent for these defective productsAssurance RC has no problem taking money from the sales of the products but they remain silent when it comes to refunding any of it due to the defective merchandise.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] is not telling the truth. [redacted] who is or was [redacted] Senior Technical Adviser / Sales person sold me parts after my [redacted] 690 after a crash for no apparent reason given by [redacted]. I have enclosed my [redacted] Bank Statement that shows my pur[redacted] of parts from Assurance RC. Word is [redacted] has left the company due to all the issues regarding [redacted] / [redacted], [redacted], [redacted] products.  Furthermore if you look below you will see that [redacted] RC USA and Assurance RC share the same mailing address as Assurance RC is a direct supplier of [redacted] RC gear. If you click on the link [redacted] it says Assurance RC distributor. Best Regards,  [redacted] [redacted]Tel: [redacted] Fax [redacted] has been taken to court in other states where the defendants has won the case and was refunded their pur[redacted] amount for the [redacted] gear. I simply want what I paid for the [redacted] to be refunded to me. The [redacted] does not work as [redacted] has suggested. On [redacted] there is a user group called [redacted] of which run by a few individuals who have direct contact with [redacted]/Assurance RC. These individual of [redacted] and [redacted] remove post that users complain about the all [redacted]s not just the [redacted]. I had my posts removed,  my ISP blocked, and my account removed. Yes I was very outspoken of the [redacted] issues that were never resolved by Assurance RC/[redacted] where I and others were told to return the [redacted]s by [redacted]. The problem is so wide spread some [redacted] gear users have written to the CA Attorney General, filed with Federal Trade Commission, and have even started a [redacted] Group called, [redacted] Defective Products, [redacted]I have also started a [redacted] User Group on [redacted] to help others with [redacted] gear that does not work, [redacted] Many are having issues outside of the USA and [redacted] has turn their backs on these users. On my group [redacted] has had three [redacted] and still have issues. If whoever at Revdex.com would like to speak with these individuals I can make the arrangements.Sincerely,[redacted]

We had just received Complaint ID [redacted] on 8/24 for the very first time. We checked with our office and didn't receive any letter from you two weeks ago.Based on Complaint ID [redacted], I would like to explain the following:First, we are not an [redacted] branch in the U.S. We are an independent...

distributor that sell [redacted] product to hobby stores. We have no control over [redacted]'s [redacted] page or other [redacted] social media sites. We're sorry to learn that the customer did not get assistance on [redacted] page.Secondly, based on customer's description on his [redacted] behavior, it can be solved with the latest firmware update. The update allows the [redacted] to perform better in high wind situations. About 2000 [redacted]s have been sold and most customers are satisfied with the product.If the customer has any question regarding [redacted], we welcome him to contact us contact us for technical support.Assurance R/C is one of three [redacted] distributor in United States. We are not an [redacted] branch in US. We don't sell product direct to end users. If the customer has any question regarding payment issue he needs contact the store where he pur[redacted]d it from. We have no monetary transaction with the customer.Regards[redacted] 08/27/2015Assurance R/C

We had just received Complaint ID [redacted] on 9/03 for the 2nd time and First time that We did reply and mail back on 8/27. follow was first reply:We received your letter regarding complaint ID [redacted] from customer [redacted] I would like to explain the following:Base on customer's statement that the M480 quadcopter can't fly over 5 feet, I strongly believe it was a setup/assembly issue. M480 is sold as a kit and requires end users to properly build and set up the quadcopter. Unlike [redacted] products where it's fully assembled and ready to fly out of the box, M480 are advertised and sold as unassembled kit. We have asked [redacted] corporate office in Taiwan to consider releasing a ready to fly version. [redacted] has sold over 1000 of M480 units on market and most customers are happy with the product. There are some end users with assembly/setup issues. However, after receiving assistance from our tech support, most, if not all, customers are satisfied with the product, especially those with G2 Gimbal set up issues. Therefore, this is an isolated case and we welcome the customer to call us or send in his product for inspection and testing.Customer stated that he contact us 3 times. We checked our records and didn't find any service calls from the customer. We only located a request to replace his GPS module to the updated version in June, which we already fulfilled. We welcome the customer to contact us directly if the hobby store where he purchased the product from can't solve his problem.Customer also mentioned that [redacted] had several firmware update and parts change. These improvements are implemented to enable better flight performance and reliability. This doesn't mean that the original design is inoperable. My personal M480 has over 300 flights with original parts from the first batch. Every industry updates firmware/parts of their product to benefit the consumer.Assurance R/C is one of [redacted]'s distributors in United States. Other distributors are [redacted] Aerial and Grand RC. We are not an [redacted] branch in the US. We are an independent distributor that sells to other hobby stores. We don't sell products directly to customers. Ifthe customer has any question regarding payment or refund, he needs contact the store where he purchased it from. We have no monetary transaction with the customer.Best Regards[redacted] 08/26/2015ASSurance R/C

We received your letter regarding complaint ID [redacted] from customer [redacted]. I would like to explain the following:Base on customer's statement that the [redacted] quadcopter can't fly over 5 feet, I strongly believe it was a setup/assembly issue. [redacted] is sold as a kit and requires end users to...

properly build and set up the quadcopter. Unlike [redacted] products where it's fully assembled and ready to fly out of the box, [redacted] are advertised and sold as unassembled kit. We have asked [redacted] corporate office in [redacted] to consider releasing a ready to fly version. [redacted] has sold over 1000 of [redacted] units on market and most customers are happy with the product. There are some end users with assembly/setup issues. However, after receiving assistance from our tech support, most, if not all, customers are satisfied with the product, especially those with ** Gimbal set up issues. Therefore, this is an isolated case and we welcome the customer to call us or send in his product for inspection and testing.Customer stated that he contact us 3 times. We checked our records and didn't find any service calls from the customer. We only located a request to replace his GPS module to the updated version in June, which we already fulfilled. We welcome the customer to contact us directly if the hobby store where he purchased the product from can't solve his problem.Customer also mentioned that [redacted] had several firmware update and parts change. These improvements are implemented to enable better flight performance and reliability. This doesn't mean that the original design is inoperable. My personal [redacted] has over 300 flights with original parts from the first batch. Every industry updates firmware/parts of their product to benefit the consumer,Assurance R/C is one of [redacted]'s distributors in United States. Other distributors are [redacted] Aerial and Grand RC. We are not an [redacted] branch in the US. We are an independent distributor that sells to other hobby stores. We don't sell products directly to customers. If the customer has any question regarding payment or refund, he needs contact the store where he purchased it from. We have no monetary transaction with the customer.Best Regards[redacted] 08/26/2015Assurance R/C

We had just received Complaint ID [redacted] on 8/25 for the very first time. I checked with my office and we did not received any letter from you two weeks ago. Based on Complaint ID [redacted], I would like to explain the following:[redacted] Multirotors are sold as independent kits. Customers can...

use [redacted] Gimbal or third party Gimbal on it and we have seen many of owners successfully operate the product in such configurations.[redacted] Gimbal was designed to be used with universal camera and lens configurations, unlike other brands where users can only use a specific camera and lens. It's flexibility to be used with different camerallens configurations is not a manufacture design flaw. However, it requires more patience and experience on setup and tuning to meet customer's specific needs. We have seen many owners with successful results. This is [redacted]'s first budget friendly gimbal. It may not be as precise as other high end gimbals 2-3 times the price. However, [redacted]'s design is continuously improving and will be releasing a high end gimbal in the near future.We welcome this customer to bring his multirotor, gimbal, and camera to our office so we can tune/setup for him. It may take some time but we will take care of it.Assurance R/C is one of [redacted]'s distributors in United States. Other distributors are [redacted] Aerial and Grand RC. We are not an [redacted] branch in the US. We are an independent distributor that sells to other hobby stores. We don't sell products directly to customers. Ifthe customer has any question regarding payment or refund, he needs contact the store where he purchased it from. We have no monetary transaction with the customer.Regards[redacted]Assurance R/C -

First, we are not an Align branch in the U.S. We are an independent distributor that sell Align product to hobby stores. When consumers have technical issues with Align products, we help them diagnose and replace defective parts if needed. As far as product design flaws claimed by this customer, we...

have no means to determine or validate his claims. We are not involved in research, design, or manufacture of Align products. We have advised the customer to contact Align Corporate office directly to give them his feedback.Second, based on the condition of the T-Rex 250 RC helicopter that the customer sent back, it has been flown for a long time. From the wear marks and other indicators, we noticed that the helicopter was not properly maintained. The tail bearing was wearing out, the torque tube bearing was not in the correct position. The customer indicated that he changed part H25G001XX several times but was still not able to solve the problem. He should have checked the other parts as well because it was not H25G001XX that was causing his problem.Third, due to the timeframe this helicopter was purchased, the warranty on the electronics (servo, ESC, Gyro) are expired. We cannot, and no other company offer lifetime warranty on consumer electronics / toy products. The condition of the helicopter is exactly the same as the day we received it from the customer.We've offered steep discount to the customer to replace parts for his helicopter but he refused His only claim was that this was Align's fault and demanded free replacement which we cannot do. He needs to contact Align Corporate office directly. Hobby products such as RC helicopters are not refundable once the customer used / flown it. This same policy applies to all major retain chains such as [redacted] or [redacted].Regards[redacted] 02/16/2016Assurance R/C

Review: I purchased an [redacted] and an [redacted] G3-5D Gimbal from a retail store that receives them from the U.S Distributor (Assurance RC) Both the above products are designed to work together. The M690L is a Radio Controlled Multi Rotor Copter (UAV/Drone) and the G3-5D Gimbal is the part that holds and stabilizes a Professional Camera. The manufacturer, [redacted] Corp., Based out of Taiwan, Advertised and Marketed this system as Professional and capable of producing specific results. The Gimbal never did work properly and after months of research, testing and having the Distributor, Assurance try to get it to work, It has been proven and discovered by Purchasers, Dealers and Professionals in the industry that the Gimbal (including the 2 other Gimbals [redacted] makes) have Design Flaws that prevent them from ever working properly. The M690L (Drone) was specifically built as a Professional Aerial Photography Drone and only to carry this Gimbal (G3-5D) It is a proprietary system and will not interface with other Gimbal brands. Since the G3 Gimbal design is defective, the M690L Drone is worthless to me as it can not work as intended.Desired Settlement: I would like to be refunded the cost of the M690L Drone and the G3-5D Gimbal.

[redacted] Hexacopter costs: $1,956.93

[redacted] G3-5D Gimbal cost: $900.00

Total amount refunded: $2,856.93

Business

Response:

We had just received Complaint ID [redacted] on 8/25 for the very first time. I checked with my office and we did not received any letter from you two weeks ago. Based on Complaint ID [redacted], I would like to explain the following:[redacted] Multirotors are sold as independent kits. Customers can use [redacted] Gimbal or third party Gimbal on it and we have seen many of owners successfully operate the product in such configurations.[redacted] Gimbal was designed to be used with universal camera and lens configurations, unlike other brands where users can only use a specific camera and lens. It's flexibility to be used with different camerallens configurations is not a manufacture design flaw. However, it requires more patience and experience on setup and tuning to meet customer's specific needs. We have seen many owners with successful results. This is [redacted]'s first budget friendly gimbal. It may not be as precise as other high end gimbals 2-3 times the price. However, [redacted]'s design is continuously improving and will be releasing a high end gimbal in the near future.We welcome this customer to bring his multirotor, gimbal, and camera to our office so we can tune/setup for him. It may take some time but we will take care of it.Assurance R/C is one of [redacted]'s distributors in United States. Other distributors are [redacted] Aerial and Grand RC. We are not an [redacted] branch in the US. We are an independent distributor that sells to other hobby stores. We don't sell products directly to customers. Ifthe customer has any question regarding payment or refund, he needs contact the store where he purchased it from. We have no monetary transaction with the customer.Regards[redacted]Assurance R/C -

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[ First off, [redacted] has failed to respond to my initial Certified Letter asking for a Refund. Secondly, [redacted] has failed to respond to over 4 phone calls made to him by [redacted] from the City Attorney's Office in [redacted]. [redacted] is a Mediator for this office and made these calls to [redacted] on my behalf in an attempt to get [redacted] to help come up with a solution to my request. The Gimbal is advertised as model G3-5D and was designed specifically for the Canon 5D camera. That is the camera I own and intended to use on the Gimbal. The Gimbal along with my [redacted] 690 Multicopter has already been taken to Assurance RC (3 times now) and was not able to be tuned to perform correctly. [redacted] worked on my Gimbal all 3 times. [redacted] makes 3 Gimbal models and all of the models do not work properly. It has been widely stated by consumers that they have sent their Gimbals back to Assurance RC because they do not perform correctly. Assurance RC sent back supposedly repaired or replacement Gimbals which still did not work. Aftermarket Gimbals can be adapted to work on the [redacted] Multicopters but will not be configurable or controlled by [redacted]'s Flight Control System as it is proprietary to their Gimbals. Furthermore, any aftermarket Gimbal would involve a customer created or designed mounting system which would need to be adapted to fit on the [redacted] Multicopter and have a seperate control system.[redacted] has not shown that their Gimbals perform as advertised. Any Marketing video demonstrations by [redacted] of their Gimbals have been highly edited and have been tweaked in the video to mask the vibrations which are inherent in their Gimbals.Also noted is the false advertising of a feature called "[redacted]". All of their Multicopters show this important feature listed on the box of the Multicopters. None of the Multicopters have this feature and [redacted] has not developed it.]

All of my statements and claims are backed up by email correspondence with Assurance RC, Online complaints by consumers, [redacted] Dealers who have silently been able to get [redacted] to buy back their inventory and personal messages written to me by independent consultants to [redacted] that were involved with trying to get [redacted]'s Gimbals to work properly. Finally, the Two Senior Support persons who worked for Assurance RC have quit due to the consumer fallout and lack of support by [redacted]. Both of these former employees are now working for [redacted]'s competitor.I have now filed a complaint with Consumer Affairs.The dealer I purchased my [redacted] products from will not return it because Assurance RC will not take it back. The 2 [redacted] dealers in my area have stopped selling these products and no longer recommend them.I want a full refund for the money I have spent for these defective products. Assurance RC has no problem taking money from the sales of the products but they remain silent when it comes to refunding any of it due to the defective merchandise.

Regards,

Business

Response:

We had just received Complaint ID [redacted] on 9/03 for the 2nd time and First time that We did reply and mail back on 8/27. follow was first reply:We received your letter regarding complaint ID [redacted] from customer [redacted] I would like to explain the following:Base on customer's statement that the M480 quadcopter can't fly over 5 feet, I strongly believe it was a setup/assembly issue. M480 is sold as a kit and requires end users to properly build and set up the quadcopter. Unlike [redacted] products where it's fully assembled and ready to fly out of the box, M480 are advertised and sold as unassembled kit. We have asked [redacted] corporate office in Taiwan to consider releasing a ready to fly version. [redacted] has sold over 1000 of M480 units on market and most customers are happy with the product. There are some end users with assembly/setup issues. However, after receiving assistance from our tech support, most, if not all, customers are satisfied with the product, especially those with G2 Gimbal set up issues. Therefore, this is an isolated case and we welcome the customer to call us or send in his product for inspection and testing.Customer stated that he contact us 3 times. We checked our records and didn't find any service calls from the customer. We only located a request to replace his GPS module to the updated version in June, which we already fulfilled. We welcome the customer to contact us directly if the hobby store where he purchased the product from can't solve his problem.Customer also mentioned that [redacted] had several firmware update and parts change. These improvements are implemented to enable better flight performance and reliability. This doesn't mean that the original design is inoperable. My personal M480 has over 300 flights with original parts from the first batch. Every industry updates firmware/parts of their product to benefit the consumer.Assurance R/C is one of [redacted]'s distributors in United States. Other distributors are [redacted] Aerial and Grand RC. We are not an [redacted] branch in the US. We are an independent distributor that sells to other hobby stores. We don't sell products directly to customers. Ifthe customer has any question regarding payment or refund, he needs contact the store where he purchased it from. We have no monetary transaction with the customer.Best Regards[redacted] 08/26/2015ASSurance R/C

Review: I pur[redacted] a [redacted] and its been replaced by Assurance RC already once. The second [redacted] continues to have issues. I am a member of a active group of [redacted] pilots who have pur[redacted] products and many of us are having issues. [redacted] stance is to fix the problem through software by restricting the movement when in fact the problem is hardware. Now my emails go unanswered and I have been booted and my post removed from [redacted] because I have been outspoken of the issues.Desired Settlement: I want a total refund of all monies including the shipping fees I paid to return the first [redacted]. The orignal cost I paid for the [redacted] was $259.99 plus the return shipping through United States Priority Shipping of $17.00.

Business

Response:

We had just received Complaint ID [redacted] on 8/24 for the very first time. We checked with our office and didn't receive any letter from you two weeks ago.Based on Complaint ID [redacted], I would like to explain the following:First, we are not an [redacted] branch in the U.S. We are an independent distributor that sell [redacted] product to hobby stores. We have no control over [redacted]'s [redacted] page or other [redacted] social media sites. We're sorry to learn that the customer did not get assistance on [redacted] page.Secondly, based on customer's description on his [redacted] behavior, it can be solved with the latest firmware update. The update allows the [redacted] to perform better in high wind situations. About 2000 [redacted]s have been sold and most customers are satisfied with the product.If the customer has any question regarding [redacted], we welcome him to contact us contact us for technical support.Assurance R/C is one of three [redacted] distributor in United States. We are not an [redacted] branch in US. We don't sell product direct to end users. If the customer has any question regarding payment issue he needs contact the store where he pur[redacted]d it from. We have no monetary transaction with the customer.Regards[redacted] 08/27/2015Assurance R/C

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: Unit was bought from company and was defunct upon arrival. After many back and forths with the company sending parts back and receiving new parts it made one successful test flight. Upon second flight FC (flight controller) failed causing catastrophic damage. Unit was sent in where owner would not return multiple phone calls and messages left. [redacted] the owner makes all decisions and would not take my calls.Desired Settlement: At first a replacement was desired but after the lack of cust support I can no longer support [redacted],and will have nothing further to do with their company.

Review: In January 2015, I had purchased a brand new Quad copter (modal is [redacted])

From [redacted]. I have been flying [redacted] products as hobby for the past 11 years. I always enjoyed flying [redacted] and update my products every year. I do have to state that this specific model was promoted and advertised to fly in ways that made it better than any other item they had. Due to the fact that they had many firmware updates and part changes their staff was very accommodating and assisted in updates and part changes without any difficulties. They truly have a great customer service. However, even with the updates and part changes

This specific product did not meet its expectation! I was barely able to get this model higher than 5 feet in the air. Once again I am stating that I am an experienced flyer with 11 years of experience. I had been flying [redacted] and have plenty of videos to show you. I would like to mention that I really like [redacted] products and have nothing against it but this specific item is not what it is said to be. I would like to send it back with all the updates and new parts you provided and receive a refund. I have no use for it.

Do to the fact that it will not even stand to its own standards.

I have to add that in order just to complete this quad copter kit in order to fly it I had to perches spectrum remote a fpv monitor and many more products that ended costing me additional $850Desired Settlement: I would like please full refund for my [redacted] and [redacted] and 2 [redacted] Batteries

Business

Response:

We received your letter regarding complaint ID [redacted] from customer [redacted]. I would like to explain the following:Base on customer's statement that the [redacted] quadcopter can't fly over 5 feet, I strongly believe it was a setup/assembly issue. [redacted] is sold as a kit and requires end users to properly build and set up the quadcopter. Unlike [redacted] products where it's fully assembled and ready to fly out of the box, [redacted] are advertised and sold as unassembled kit. We have asked [redacted] corporate office in [redacted] to consider releasing a ready to fly version. [redacted] has sold over 1000 of [redacted] units on market and most customers are happy with the product. There are some end users with assembly/setup issues. However, after receiving assistance from our tech support, most, if not all, customers are satisfied with the product, especially those with ** Gimbal set up issues. Therefore, this is an isolated case and we welcome the customer to call us or send in his product for inspection and testing.Customer stated that he contact us 3 times. We checked our records and didn't find any service calls from the customer. We only located a request to replace his GPS module to the updated version in June, which we already fulfilled. We welcome the customer to contact us directly if the hobby store where he purchased the product from can't solve his problem.Customer also mentioned that [redacted] had several firmware update and parts change. These improvements are implemented to enable better flight performance and reliability. This doesn't mean that the original design is inoperable. My personal [redacted] has over 300 flights with original parts from the first batch. Every industry updates firmware/parts of their product to benefit the consumer,Assurance R/C is one of [redacted]'s distributors in United States. Other distributors are [redacted] Aerial and Grand RC. We are not an [redacted] branch in the US. We are an independent distributor that sells to other hobby stores. We don't sell products directly to customers. If the customer has any question regarding payment or refund, he needs contact the store where he purchased it from. We have no monetary transaction with the customer.Best Regards[redacted] 08/26/2015Assurance R/C

Review: I purchased two packages of Torque Tube Front Drive Gear Set, [redacted] from the local hobby shop ([redacted]) in two separate occasions. When the failure happened, the Align 250 DFC sustained damaged. I repaired it and replaced it with the second gear in the package. This time, I lost the tail again and the heli came down hard. After investigation, I determined that the failure was caused by the gear set. The bevel gear on the top is slipping around the shaft causing to lost control of the tail. I contacted Assurance RC and mailed my Align 250 DFC for inspection with all defective and damaged parts. The helicopter was returned with additional damages as these parts were working when it was shipped. Assurance RC burned the ESC, 3GX - aileron channel, and servo (aileron). I was told that defective parts would not be replaced under warranty or defective since its Align Taiwan policy NOT to replace defective items but rather to direct the customer to the shop where it was purchased. The store directed me to Assurance RC since the item is defective. The hobby store told me that Assurance RC handle all warranty and defective issues.Desired Settlement: Assurance RC compensate me for my lost due to defective product (two packages of Torque Tube Front Drive Set [redacted]) and replacement of damaged parts (ESC, 3GX, and servo (415m) for Align 250 DFC

Business

Response:

First, we are not an Align branch in the U.S. We are an independent distributor that sell Align product to hobby stores. When consumers have technical issues with Align products, we help them diagnose and replace defective parts if needed. As far as product design flaws claimed by this customer, we have no means to determine or validate his claims. We are not involved in research, design, or manufacture of Align products. We have advised the customer to contact Align Corporate office directly to give them his feedback.Second, based on the condition of the T-Rex 250 RC helicopter that the customer sent back, it has been flown for a long time. From the wear marks and other indicators, we noticed that the helicopter was not properly maintained. The tail bearing was wearing out, the torque tube bearing was not in the correct position. The customer indicated that he changed part H25G001XX several times but was still not able to solve the problem. He should have checked the other parts as well because it was not H25G001XX that was causing his problem.Third, due to the timeframe this helicopter was purchased, the warranty on the electronics (servo, ESC, Gyro) are expired. We cannot, and no other company offer lifetime warranty on consumer electronics / toy products. The condition of the helicopter is exactly the same as the day we received it from the customer.We've offered steep discount to the customer to replace parts for his helicopter but he refused His only claim was that this was Align's fault and demanded free replacement which we cannot do. He needs to contact Align Corporate office directly. Hobby products such as RC helicopters are not refundable once the customer used / flown it. This same policy applies to all major retain chains such as [redacted] or [redacted].Regards[redacted] 02/16/2016Assurance R/C