Note: Published with the permission of our customer, Yves.

Why would a customer choose Rowsfire again after receiving a full refund? About three months later, this real story reveals how support attitude, product improvements, and ongoing Rowsfire App development rebuilt trust.

In the world of flight simulation hardware, very few setups are truly “plug and play.” Most users operate within complex ecosystems that combine hardware from multiple brands, third party software tools, firmware utilities, and a constantly evolving simulator platform. In such environments, even small changes can create unexpected side effects.

It is within this reality that we would like to share a real, complete, and honest customer journey. This story is not about a flawless experience, but about how communication, transparency, and long term commitment matter just as much as the hardware itself.

Customer Background:
A Careful and Experienced Flight Sim Enthusiast

Yves is a flight simulation enthusiast based in Canada who has been using Microsoft Flight Simulator for years. His setup includes multiple third party devices, such as Rowsfire panels, a Winwing MCDU, and other controllers that require firmware management and integration software to work together.

From the very beginning, Yves approached his purchase thoughtfully. He asked detailed questions about software compatibility, long term stability, and future support. He represents a type of user we value deeply: experienced, patient, and focused on building a reliable simulation environment rather than seeking instant results.

First Use: Strong Hardware, Emerging Challenges

After receiving the products, Yves clearly expressed his satisfaction with the hardware quality of the Rowsfire panels. Build quality, layout accuracy, and overall design met his expectations.

However, the real challenges emerged during software integration. While configuring the panels using Mobiflight, several issues began to appear. Some buttons behaved inconsistently, panel brightness varied unexpectedly, and more critically, other devices within the same system experienced firmware conflicts. Previously functioning equipment such as the Winwing MCDU began showing abnormal behavior, including black screens.

For users with complex and carefully tuned systems, these types of conflicts can be extremely frustrating. The difficulty was not a single malfunction, but the interaction between multiple tools and devices operating simultaneously.

Communication and Support:
Acknowledging Complexity, Not Dismissing It

From the moment these issues were raised, the Rowsfire team maintained continuous communication with Yves. We worked to understand his full system environment, shared our internal testing results, and offered various support options, including remote assistance and local technical support in North America.

It is important to acknowledge that Mobiflight, as a highly flexible third party tool, can sometimes affect firmware management when multiple devices from different brands are present. This is not a challenge unique to one manufacturer, but a known limitation within open and shared simulation ecosystems.

Rather than dismissing the situation as user specific, Rowsfire approached it with openness and respect, aiming to provide support within the technical boundaries that existed at the time.

The Decision to Return: Respecting the User’s Choice

After several attempts, Yves made a clear and reasonable decision. He no longer wished to continue using Mobiflight and preferred not to further modify his existing setup. At this point, Rowsfire fully respected his choice.

A clear return process was provided, a local Canadian return address was arranged, and once the products were inspected, a full refund was issued. When an additional shipping reimbursement was initially missed, we acknowledged the oversight, apologized, and provided a gift card as compensation.

For Rowsfire, this moment reflected an important principle. When a product cannot meet a customer’s needs within their specific environment, a respectful and transparent resolution is essential.

The Relationship Continues: Real Change Takes Time

The story did not end with the refund.

In the following weeks, Rowsfire continued developing its own software solution, Rowsfire App, designed to reduce reliance on third party middleware and give users a more stable and predictable experience tailored specifically to Rowsfire hardware.

As the app progressed through new testing phases, we reconnected with Yves, openly sharing its current capabilities, limitations, and ongoing development goals. This was not a sales driven conversation, but an honest continuation of a dialogue built on trust and shared experience.

Choosing Again: Cautious, Informed, and Intentional

Yves did not place a new order immediately. He asked careful questions about stock availability, software maturity, and whether Mobiflight was still required. These questions reflected the lessons learned from his earlier experience.

After confirming that Rowsfire App could operate independently and receiving a personalized discount along with his previously issued gift card, Yves chose to place a new order for the A107 V3.1. This decision was not impulsive, but based on transparency, progress, and renewed confidence.

Rowsfire’s Reflection: From One Case to a Long Term Direction

This journey reinforced an important realization for us. In today’s flight simulation landscape, hardware manufacturers must take responsibility not only for physical products, but also for the software pathways that connect them to the simulator.

The continued development of Rowsfire App reflects this commitment. By building software specifically for our hardware, we aim to deliver a more stable, controlled, and predictable experience, especially for users operating multiple devices simultaneously.

Conclusion: Progress Is Built Through Listening

This was not a perfect experience, but it was a meaningful one.

Thanks to real users like Yves, who take the time to communicate clearly and provide honest feedback, Rowsfire continues to evolve. Today, Rowsfire App is available in version 1.6, with ongoing improvements in stability and compatibility, and now supports multiple Rowsfire devices running simultaneously.
👉 To download Rowsfire App, please click here

On the hardware side, the new A11 Series 1:1 modules have officially begun shipping, offering a higher level of realism and modularity for advanced cockpit builders.
👉 Explore the A11 Series here

Looking ahead, the Rowsfire B107 Boeing Overhead Panel will soon open for pre orders, bringing a fully immersive overhead solution to Boeing flight simulation enthusiasts.
👉 Click here to learn more about the B107 pre order

We also encourage users to subscribe on the Rowsfire website to receive early bird pricing and product launch updates.

Rowsfire does not promise perfection. We promise to listen, to learn, and to keep improving together with our users.