Mr [redacted] contacted us numerous times from 4/13/to 5/16/with interest in purchasing a camera system for his aircraftHe expressed wanting to use the system to shoot video from his aircraft during the solar eclipse on 8/21/The system was purchased on 5/16/We processed the order quickly as askedWe normally advise camera system builds to allow to days, or a 10% rush fee for quicker buildsWe gave Mr [redacted] the rush service free of chargeThe system shipped directly to Mr [redacted] ’s installers via FedEx next day airThe 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 aircraftWe also rushed this engineering service as requested by the customerThis approval is specific to the customers aircraft and is approved by the Federal Aviation AdministrationThis service and data packet was completed as asked, and is not a physical component that can be returnedThe next date of any contact from the customer was on 6/with tech questionsWe were told the system was working perfectly and that they suddenly had a display issueThe customers display unit and wiring to the unit were not provided by us (Flight Flix)The manufacturer of our products helped the installerThe customers installer understood the issue could be the customers display, the installers wiring, or they may have changed something on our video equipmentWe offered our full supportWe received no other contact with any other questionsThe next contact was from [redacted] , a day before the eclipse on 8/20/ [redacted] simply asked for a full refund with no other informationWe asked the customer if there were any issues we could resolve, and he stated he just didn’t want it anymoreI contacted Steve, his installer, to see if any support was neededI understood that the plane was still in the shop, and other electronic projects were being worked onEven though the purchase from us was over days (our stated policy is days or less) we still offered to [redacted] a return of the camera systemGiven 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 usI am not aware of any company that will refund a used product without the productAlso, 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 returnableEven though the purchase is well outside of days we were willing to refund the camera system minus the advertised 30% restocking feeThe restocking fee covers a portion of the cost to test the system and prepare it for resaleThe resale of a used product typically sells around 50% off retailBy returning this product I explained to Mr [redacted] that we will be losing money given it is a used productThough considering this, and outside of days, we were still open to working with him on a returnI called ***’s installer Steve on 8/31/and asked if the camera system was removed to ship back to usSteve said they are still working on ***’s aircraft and that the system is in the aircraft and he knew nothing about removing it or any issuesOne 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 systemWe have tried to work with Mr [redacted] on returning the system, but without the product in hand we cannot justify refunding any dollar amountMr [redacted] has decided to have his credit card company work with us on the issue moving forwardI have record of all text messages, phone calls, and e-mails from the customer and his installation shopIf you require any of these records I would be happy to provide themWe are a small company with an excellent reputation in customers service and quality custom productsAs you will see in your records, I am sure this is our first and only customer complaint in the 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
Mr [redacted] contacted us numerous times from 4/13/to 5/16/with interest in purchasing a camera system for his aircraftHe expressed wanting to use the system to shoot video from his aircraft during the solar eclipse on 8/21/The system was purchased on 5/16/We processed the order quickly as askedWe normally advise camera system builds to allow to days, or a 10% rush fee for quicker buildsWe gave Mr [redacted] the rush service free of chargeThe system shipped directly to Mr [redacted] ’s installers via FedEx next day airThe 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 aircraftWe also rushed this engineering service as requested by the customerThis approval is specific to the customers aircraft and is approved by the Federal Aviation AdministrationThis service and data packet was completed as asked, and is not a physical component that can be returnedThe next date of any contact from the customer was on 6/with tech questionsWe were told the system was working perfectly and that they suddenly had a display issueThe customers display unit and wiring to the unit were not provided by us (Flight Flix)The manufacturer of our products helped the installerThe customers installer understood the issue could be the customers display, the installers wiring, or they may have changed something on our video equipmentWe offered our full supportWe received no other contact with any other questionsThe next contact was from [redacted] , a day before the eclipse on 8/20/ [redacted] simply asked for a full refund with no other informationWe asked the customer if there were any issues we could resolve, and he stated he just didn’t want it anymoreI contacted Steve, his installer, to see if any support was neededI understood that the plane was still in the shop, and other electronic projects were being worked onEven though the purchase from us was over days (our stated policy is days or less) we still offered to [redacted] a return of the camera systemGiven 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 usI am not aware of any company that will refund a used product without the productAlso, 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 returnableEven though the purchase is well outside of days we were willing to refund the camera system minus the advertised 30% restocking feeThe restocking fee covers a portion of the cost to test the system and prepare it for resaleThe resale of a used product typically sells around 50% off retailBy returning this product I explained to Mr [redacted] that we will be losing money given it is a used productThough considering this, and outside of days, we were still open to working with him on a returnI called ***’s installer Steve on 8/31/and asked if the camera system was removed to ship back to usSteve said they are still working on ***’s aircraft and that the system is in the aircraft and he knew nothing about removing it or any issuesOne 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 systemWe have tried to work with Mr [redacted] on returning the system, but without the product in hand we cannot justify refunding any dollar amountMr [redacted] has decided to have his credit card company work with us on the issue moving forwardI have record of all text messages, phone calls, and e-mails from the customer and his installation shopIf you require any of these records I would be happy to provide themWe are a small company with an excellent reputation in customers service and quality custom productsAs you will see in your records, I am sure this is our first and only customer complaint in the 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