OVER 38 YEARS EXPERIENCE:
thank you colorado!

A QUICK NOTE REGARDING COMPLAINTS/REVIEWS, SINCE SOME PEOPLE

CALL AND ASK ABOUT THEM:

Please read this first, so you can see how important

taking care of people is to us!

 

Hello Folks!  Before the fun of seeing all our fun toys, may I address something openly?  I’ve had a few calls from people who wanted to order, but also wanted me to address a couple negative “reviews” that are floating around out there (there are good one’s too)!  For being in business over 30 years, I'm so proud to say, we have very few negative comments!  I'm so grateful that each time I explained what happened, the few that have asked did order from us.  So, I thought I would just openly put it out here on our site.  We certainly have nothing to hide, and it's totally fair that people ask.  Service is really, really important.  You might need your game fixed 5, 10 or 20 years from now and you have to trust who you buy from. 

 

We’ve been in business since the 80’s.  I know of three negative reviews/comments.  It’s three too many, but may I point out that I think that’s a pretty nice track record, even if the complaints were legitimate.  We really do try!  Two of the three are really, really unfair and the third ended up being as I thought….an obvious scam after the fact.  But, there is sits so I have to address it.  I know people are busy, so let me just briefly address them…if you have seen them, you will likely know which response goes with which comment, and I have addressed them on the web sites they reside, along with free remedies that neither have taken us up on.  I couldn't tell you why they won't just let us take are of them...makes no sense to us either!  I guess after delivering hundreds of games to folks, a business is bound to run into a few unexplainable issues with the public.

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1. A gentleman claims we would not service his game, and that we sell “old broken down junk.”  If we did, I wonder how he would know that?  And yes, if a client wants a vintage game, restored by us, it's used by nature but it's also what they asked for!  All our multi games are custom built and brand new, so his comment wouldn't even apply to what he bought.  We don’t even know who this guy is.  But, assuming he’s for real, let me say this: we offered to send him a brand new board for a very old system he claims he has.  It was way, way out of warranty based on the date he is saying it was bought, but just so people know, we posted that if he would contact us, we would send him a new board for free, and he didn’t even need to send his back.  If you find the review, you’ll see all this.  Saying we sell “old broken down junk”, we suspect it’s a troll posting.  But still, it has concerned a few people and I felt we should address it.

2. This one is so frustrating as we thought we were doing the right thing!  We were set to go repair a woman’s considerably out of warranty game at no charge.  The morning of the service call, I asked for her address as I knew they had moved since we delivered the game.  I was told she wouldn’t be there, but that her kids would be.  We have a strict policy that we will not enter a home if a parent isn’t present.  I would think this would be appreciated!  She got very, very off the charts angry, and I suggested maybe we should just table the service call before one of us said something we would regret later as I don’t appreciate being talked to the way she was.   I won't go any further as I think you all get the point, but I did ask that she get hold of us when she would be home, and we would come out and take care of her.  She never called, and instead posted a negative review the next day.  Huh?  I go into all the details at the complaint site if you feel you want more detail.  It's one of those "you can't make this stuff up" texts back and forth, and I still have it.  If anyone thinks I'm making this up, I'm happy to make it available because I agree it sounds nutty.  Despite this, I have offered in the open to send her a brand new board with easy instructions how to install it, so neither of us would be uncomfortable with my coming after all this.  Her’s, and the guy above, are very old systems that use a hard drive.  They were the very best at the time, and we do still service them.  All our newer systems use SSD drives, so there are now no moving parts and they are very reliable!  I hope it’s telling that neither have taken us up on the offer, even though it’s out in the open, right next to their complaint.  They certainly know how to get hold of us.

3. A few years ago we shipped a high end pinball to someone; it had extensive custom upgrades.  Without going into all the details, in the end he claimed he wasn’t happy.  Some of pinball restoration involves cosmetics elements, which are subjective.  What we may feel is totally fine may not be to a client.  We appreciate that, and though this happens rarely, if it does we’ll go out and take care of it.  Trouble was, he was in another state.  And, it was then that he told us he had "expected better than new."  On a used game?  He wanted a refund before sending the game back, plus he didn't give us a chance to even address issues that I frankly was very suspect of.  It just didn't feel right, based on my experience.  Most folks will at least let you try and resolve an issue before wanting to return something, and to date we've always been able to resolve things to a client's satisfaction.  I’m sorry he wasn’t happy, but it really felt like we were being set up for a huge financial hit!  And sure enough, he filed a dispute with his card company immediately without giving us the game back.  And guess what?  Merchants never seem to win these kinds of things, but they found in our favor because he wouldn’t send it back first.  There was no risk to him…had he sent it back and we had not refunded him, he still could have filed a dispute and would have received a refund after proving he shipped it back.  This makes no sense to me unless his intention was to acquire the game for free.  He wrote a scathing review, and there it sits.  Nothing we can do.  

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So, after over 30 years, those are the only negative comments I'm aware of, and I will not be insulted in the least if you find something else I'm not aware of and ask that I address it.  If it's legitimate, I'll certainly confess to it.  We're not perfect, but I'm not aware of an instance where myself, or a member of my team, were not successful in repairing a game bought from us.  I have three people who do in home service (Wolf, our pinball tech who has been with me since 2006, Kevin, and myself) so clearly this is an important issue to us.  Please know this: we have the staff and resources to take care of any service issues.  You have my promise we will absolutely take care of you, no matter what a minority may say on a complaint site.  Anyone can say anything they want, and it can be frustrating if you care about your business.  We hope you'll give us a chance to prove it.  However, chances are you will not need service.  We build a high end product (if it's a multi game or virtual pinball) and most of the time, we don't need to do any service after it's delivered.  We're certainly here if you need service, whether it's under warranty or not!

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Here are a just a few reviews that were

emailed or posted lately:

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October 29, 2022

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I contacted John, seeing an advertisement, hanging on a Restaurant wall. I was looking for an old time pinball machine from the 90's. He took the time to listen to what I was looking for and had a virtual pinball system that had just became available. I knew nothing about the virtual systems and he took the time to educate me and we upgraded the system he had suggested. He worked with my budget and went above and beyond what my expectations were. Instead of one older machine, I received a VR pinball machine with over 500 games that date from the 70's to the late 2000's.  With the upgraded visuals and sound system installed, it's hard to tell the difference. It looks and feels like the real thing. John puts no pressure on you and educates you every step of the way. He makes no changes until you authorize It. Updates  you  on the work he is doing and when to expect the machine. I was 100 % satisfied. John is truly an expert in his field.

 

James Knight, Colorado Springs

Oct 29, 2022

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(Note...his full name was used by permission)

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April 10, 2022

 

Dear John,

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Kelly and I would like to say thank you for the incredible game system that you built for us. Not only is the system engaging for he and I, but also for our children and grandchildren. Each of us has a favorite games that has supplied us with hours of entertainment.  Your ultra modern, yet vintage system, has transformed our game room.

 

Your communication and responsiveness to our plethora of questions is greatly appreciated too.  Whether we asked about a pinball machine or your game system, you were able to guide, educate, and help us figure out what we wanted.  Thank you again for your incredible customer service! If we can ever be a reference for you, please let us know.

 

Thank you,

Kim and Kelly

 

June 21, 2022

 

Amazing John!!  You knocked this out of the park.  I can’t even begin to tell you how thankful I am that I got this from you.  It looks and plays amazing!  It honestly looks like it just came out of the box.  WE have been playing it none stop since it arrived and it is now my favorite of all the games in my house.  Thank you so much for doing such a spectacular job on this.

 

Jimmy Dilley

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(May I interject and say, I will only take partial credit...it was traded in in good condition, but we did still tear it all down and it received our full service.  Was glad it went to a guy who appreciated it)!

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John

Just wanted to send a quick note to say thank you again for our pinball machine.  It has now been 3 years since we received it and we still love it.  The machine looks great and still works fantastic.  There have been a few issues arise with it, after all it is over 30 years old now, but i do appreciate how you have always been quick to respond and help us get the issues corrected.  Thank you again for your help walking us through the machines, helping us to pick one out and getting it to our home.  We very much appreciate your help.

 

Curt and Jodi

Sent from my iPad