Benchmark Tool & Supply, Inc.

They are a class act that stand not only behind the product they sell but the products they repair. I took my quadcopter in for repair and an issue beyond their control left the vehicle inoperable. They followed up with the manufacturer and were able to replace the unit. I appreciate their persistence on my behalf and would highly recommend them for purchase or repair of any UAV or drone. They know their product and care for their customer.

Attempted to return a defective drone to this company for assessment. No conclusion was made, however, was going to be charged for replacement. I purchased a DJI1000 drone from Benchmark Tool and SUPPLY along with the necessary hardware to be flight read in the end of June. The drone was assembled and test flown by [redacted] who was an employee of the company. [redacted] was very helpful through the whole process and was the main reason I continued to try and resolve the problems that came after. The day I received the drone my brother, some friends, and I went outside to test the control functions of the drone. We were not even going to fly it until the following day because it was almost dusk. Once the drone and controller were turned on, without giving any control command to the drone it took off. The drone went up about 60 feet or so and then the lights on the drone went out and it dropped straight out of the sky. The drone hit the ground and shattered into many pieces. My brother and I reviewed everything that we did before even attempting to turn the drone on. No throttle or functions were on which should have sent the drone in the air and no reason the drone should have dropped. I then contacted Mr. [redacted] regarding the matter and he asked me to ship the drone and all contents back to the company. I did so. Upon receipt of the box and contents they then sent the drone back to DJI. DJIs response was that there was no way to tell if the drone crash was due to user fault or equipment and because of that they would only sell me a new drone at a reduced cost. I stand firm that the drone dropping out of the air was not user error. I was already almost $5,000 dollars into this drone and equipment. At this point I requested from Benchmark Tool to at least reimburse me for the supporting equipment (batteries, controller, charger, case, etc. Etc.) that was returned because it had not even barely been used and that the issue at hand was not my fault. [redacted] said that at this stage in the game, the decision for any type of reimbursement had to come from his supervisor. I then contacted Mr. [redacted] B. [redacted] I again requested to be reimbursed for all other items which had been purchased for the drone but not the drone itself. He informed me that they could not reimburse me for the equipment and that the there was nothing that could be done further. I then requested that they ship me the equipment back. He then stated that they would but that I would have to pay for shipping. At this point I was extremely frustrated and strongly felt that this entire situation was not handled the way it should be especially considering I paid to ship it to them and yet after they refused to help me in the matter, they still asked me to pay to ship it back. After spending $5,000 I am down at least $2,000 from the destroyed drone since they would not replace it and the difference is all in equipment. The drone was purchased at the end of June and this whole situation has been ongoing ever since. After everything that has happened I just want to start over and get away from this company and be reimbursed for the equipment since no actual resolution could be made without me spending even more money.Desired SettlementI would prefer to be reimbursed for the equipment mentioned above, however, I would also accept a new drone to replace the damaged one without me having to spend more than I already have. Business Response Contact Name and Title: [redacted] ManagerContact Phone: XXXXXXXXXXContact Email: [redacted]@benchmarksupply.comA thorough functional check flight (FCF) was performed by our experienced unmanned aerial vehicle (UAV) technician where the aircraft was operated throughout all axis and multiple flight altitudes with no aerodynamic control or electronic anomalies detected. After the aircraft passed the FCF, it was transferred to and received by Mr. [redacted]. Within an estimated 24 hours upon Mr. [redacted]'s receipt, the aircraft was reported destroyed.It is unknown whether Mr. [redacted] has received any formal flight training in manned or unmanned aircraft operations. Formal training needed that would address multiple areas of safe uas operations to include preflight, engine, airframe, control and electronic inspections. No requests from Mr. [redacted] was ever made requesting flight training to any member of the Go Unmanned Staff. Additionally, the manufacturer (DJI) offers a flight simulator to prepare users for uav operation. It is unknown if Mr. [redacted] was aware of this capability or took advantage of this much needed training. For a very expensive uav with sophisticated electronic equipment and unique handling characteristics, formal flight instruction would have been strongly recommended prior to use. Mr. [redacted] was the Pilot-in-command of this particular operation and assumes the responsibilities of the Pilot-in-Command in accordance with 14CFR§91.3.The manufacturer (DJI) conducted an analysis of the aircraft and its components. DJI was unable to determine if a manufacturing defect existed that would result in the cause of the accident. However, (DJI) offered a discount of 40% on the repair and labor of his UAV. Mr. [redacted] rejected DJI's offer. Also, Mr. [redacted] requested that we (Go Unmanned) purchase his equipment as he no longer wishes to fly uavs. Go Unmanned offered to purchase his container in which he also refused that offer.Currently, Mr. [redacted]'s aircraft is still on site at DJI and his container his on the shelf here at Go Unmanned. Both the manufacturer and the distributor have made attempts to satisfy Mr. [redacted] with negative results.Consumer Response As a start, my intentions are not to go away from UAVs, just simply go away from this company and to something different. I want to get away from the situation altogether since no clear answers could be had. Benchmark Tool offered me 200 dollars for the pelican case that was sold. If anything that was almost an insult considering it is not even a fraction of what has been paid into this. I made the counter offer for them to purchase the contents of the case as well and I received no response. This company has made no legitimate attempts to satisfy me, the customer. I'm not surprised that they pull my experience into question as leverage, however, they said it themselves that DJI could come to no clear conclusion as to whether the drone failure was mechanical failure or user error. It would have been different if Benchmark would have offered to purchase/refund the controller, charger, and battery as well as anything else in the case. I had even asked them to return the case and contents to me at one point and they then agreed but asked me to pay for the shipping when I had paid to have it shipped back to them. I found it ridiculous that they would not even cover the cost to ship the items back to me after everything that had gone on. I feel at this point it is pretty clear that Benchmark Tool has no intention of covering any cost what so ever. After hearing about the reduced cost offer from DJI for a replacement drone I decided I would rather just get away from this particular drone and company. I appreciate the offer from DJI and see it as a legitimate one, however, at this point I do not wish to spend anymore money then I already have on this project The loss and cost of the loss of the drone is tough but I have alot more to worry about as of soon because I have to deploy in October. I would rather just get my money back for the items, the drone replaced, or something else that is reasonable. No other legitimate options have been offered by Benchmark. Once I leave I am not going to have the same time and resources to try and settle this matter and yet Benchmark Tool has made no legitimate attempt. As mentioned before sometimes I have to email them 2 or 3 times before getting a response and now it is month 3 since the original purchase of the drone. Final Business Response Benchmark (Go unmanned) is under no obligation to purchase back any of Mr. [redacted]'s drone or associated parts. The company offered to purchase the only usable part of his system (case) and he rejected the offer. Benchmark also recommended several websites that would likely assist him in recovering some of his loss but has rejected those recommendations as well. The company receives several calls per week regarding people crashing or damaging uavs. Each customer operating the uav understands and accepts full responsibility for it's operation. The operator did not receive adequate training or familiarization with the product and as a result, crashed on it's first flight. Both the manufacturer (DJI) and Distributor have made attempts to satisfy the customer. Awarding a new system or buying back the old, damaged system are solutions outside of what the company feels is reasonable.