Flight Flix L. L. C.

Mr. [redacted] contacted us numerous times from 4/13/2017 to 5/16/2017 with interest in purchasing a camera system for his aircraft. He expressed wanting to use the system to shoot video from his aircraft during the solar eclipse on 8/21/17. The system was purchased on 5/16/17. We processed the...

order quickly as asked. We normally advise camera system builds to allow 7 to 10 days, or a 10% rush fee for quicker builds. We gave Mr. [redacted] the rush service free of charge. The system shipped directly to Mr. [redacted]’s installers via FedEx next day air. The system included a high definition digital video recorder, a HD camera in an exterior mountable camera housing, and camera wiring. [redacted] also purchased FAA approval engineering paperwork for the camera to be mounted to his aircraft. We also rushed this engineering service as requested by the customer. This approval is specific to the customers aircraft and is approved by the Federal Aviation Administration. This service and data packet was completed as asked, and is not a physical component that can be returned. The next date of any contact from the customer was on 6/14 with tech questions. We were told the system was working perfectly and that they suddenly had a display issue. The customers display unit and wiring to the unit were not provided by us (Flight Flix). The manufacturer of our products helped the installer. The customers installer understood the issue could be the customers display, the installers wiring, or they may have changed something on our video equipment. We offered our full support. We received no other contact with any other questions. The next contact was from [redacted], a day before the eclipse on 8/20/17. [redacted] simply asked for a full refund with no other information. We asked the customer if there were any issues we could resolve, and he stated he just didn’t want it anymore. I contacted Steve, his installer, to see if any support was needed. I understood that the plane was still in the shop, and other electronic projects were being worked on. Even though the purchase from us was over 90 days (our stated policy is 90 days or less) we still offered to [redacted] a return of the camera system. Given the system was installed in the customers aircraft we require the system to be inspected by the manufacture for damage before we can refund the customer.   [redacted] insists on a full refund before he will ship the system to us. I am not aware of any company that will refund a used product without the product. Also, the FAA engineering approval paperwork is now owned by Mr. [redacted] and is approved only for his aircraft which cannot be reversed, and thus does not make it returnable. Even though the purchase is well outside of 90 days we were willing to refund the camera system minus the advertised 30% restocking fee. The restocking fee covers a portion of the cost to test the system and prepare it for resale. The resale of a used product typically sells around 50% off retail. By returning this product I explained to Mr. [redacted] that we will be losing money given it is a used product. Though considering this, and outside of 90 days, we were still open to working with him on a return. I called [redacted]’s installer Steve on 8/31/17 and asked if the camera system was removed to ship back to us. Steve said they are still working on [redacted]’s aircraft and that the system is in the aircraft and he knew nothing about removing it or any issues. One would assume that since the aircraft was not ready for the flight on the day of the eclipse that Mr. [redacted] decided to try and return the custom system. We have tried to work with Mr. [redacted] on returning the system, but without the product in hand we cannot justify refunding any dollar amount. Mr. [redacted] has decided to have his credit card company work with us on the issue moving forward. I have record of all text messages, phone calls, and e-mails from the customer and his installation shop. If you require any of these records I would be happy to provide them. We are a small company with an excellent reputation in customers service and quality custom products. As you will see in your records, I am sure this is our first and only customer complaint in the 5 years we have been in business.   Thank you, Ryan J. [redacted] President Flight Flix LLC   Ryan J. [redacted] President of Flight Flix, LLC www.flightflix.net   O| ###-###-#### C| ###-###-#### Maple Grove, MN 55311

I am rejecting this response because: this is complaint has not been satisfied