November 10, 2023

 

[Announcement]

Customer satisfaction is always our top priority, and it is built upon the foundation of trust and integrity.

We recently encountered a situation involving a customer, Mr. Mark Niebauer, who claimed that our product was defective. Initially, he asserted that the product arrived in a broken condition. As our parcels are covered by transportation insurance, we promptly advised Mr. Niebauer, as the recipient, to report the issue to the post office so that we could initiate the claims process. Despite the fact that Mr. Niebauer did not inspect the condition of the parcel upon receipt from the post office, he refused to follow our suggestion and report the damage. In light of our commitment to customer satisfaction and brand goodwill, we decided to bear the loss and offered a full refund if he returned the damaged product. However, Mr. Niebauer rejected our offer, claiming that he, being an engineer, could repair it himself. We reiterated our request for him to return the product, as we did not want our customer to experience any inconvenience due to a damaged item, even if the damage was not caused by us. However, he steadfastly refused.

Two days later, Mr. Niebauer filed a claim with his bank, stating that the transaction was "unauthorized" and requested a full refund. Ultimately, the bank refunded the entire amount to him without requiring him to return the product, and simultaneously initiated a chargeback against us. Despite our efforts to contact Mr. Niebauer through various channels, such as Facebook, email, and postal mail, we have not received any response from him.

While this case is currently under legal review, it is highly likely to be a scam case. Therefore, we feel compelled to issue a caution to the flight simulation community and simulator product manufacturers regarding this individual. It appears that this individual is intentionally seeking to obtain products dishonestly.

Nevertheless, we remain committed to resolving this matter in a fair and just manner, and we will continue to prioritize the satisfaction of our valued customers.

In the meantime, we hope that Mr. Niebauer will contact us directly to resolve the case.

 

Mark Niebauer

Source from: https://m.facebook.com/mark.niebauer.3