I'm trying to make you feel better, and apparently getting nowhere while being attacked over and over privately and publicly. Turns out, I'm human.

I'm incredibly sorry the coin door maker made a mistake on 1 screw and we didn't catch it. Please allow me to offer you a full refund of your game purchase... box it up and I will contact your distributor to make arrangements to return it.

I know it’s not a big deal, but his first response was to the latch missing. After I found the screw but no latch, I mentioned that the screw was stripped beyond belief, a new comment. Then he hit me with “One more time” and I found it to be snarky and unnecessary.

For fuck’s sake, get a life. Even better, a new hobby.

Snarky = public attack. Haha, your offer is accepted. I’ll wait to hear from him.

Ship it over to me. I'm looking for a ACNC.

Wow. Over a coin door latch....

Maybe making pinball IS the easy part? I know I couldn't hack it in customer service. People B crazy

I don’t think this was snarky...it was an incredible offer of service to remedy the situation. I don’t think there is anyone who will challenge Spooky’s customer service. I doubt you would ever get this offer from another company...so maybe this isn’t such a good hobby for you. Seems to cause you a lot of aggravation.

Called him 10 minutes ago and left a message. Thank you.

Who wants game #164? Soon to be refurbished with a new coin door latch.

Plastic protectors, interior graphics, knocker, shaker, blue powdercoat, and a lighted speaker kit... will ship as soon as we get it back and go through it.

The fact that a customer (any customer) can interact directly with the principal (SpookyCharlie in this case) at a company (any company) and get a resolution to their issue within hours (often minutes) is impressive and borderline unbelievable.

Say what you will about any aspect of their product, but without any question, Team Spooky is far and away the industry leader in terms of customer service.

Me.

I've ran out of thumbs down.

Oh my. That's unfortunate.

If I wasn’t waiting for a mine (butter cab and all), I’d jump on this! Just purchased a 2015 rav4 to pick this up...and future pins! Will be a pleasure to meet team Spooky!

True story. Several years ago, there was an aftermarket vendor (LED's I think) that had issued a refund to a dissatisfied customer, no questions asked. But the vendor forgot to include the tax amount in the refund. Easy mistake right?

The customer began a bad seller thread. The tax amount was for $1.12 or something like that.

LOL. Pinside chewed his ass up in the thread and spit him out. And rightfully so. - How embarrassing to witness another episode.

Game has re-sold... moving on with my day now.

Sorry to be a part of any drama ever. Back to work checking coin door screws and 5 billion other things.

Wait... let me get this straight. Your coindoor lock had a screw come loose during shipping, the latch fell off... and you're mad??

Wow, dude.

PERSPECTIVE!!

That's about as easy of fix as they come.

deleted

The dude has no perspective. Frankly, the is the most embarrassing thing I have seen in all my years on Pinside. It’s almost unbelievable.

I just unboxed my game and there is packing foam on the glass!!! I can’t even play it! Is this a joke? Would this ever happen in a Stern game??
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oh shit! Charlie, looks like you are going to have to resell this one also!

Pack it up Kim, your distributor will be by to pick it up on Friday.

Charlie one of my LED bulbs came out of the socket and wouldn't reattach itself without me having to manually put it back in place. I'd appreciate if you or one of your staff would fly out here and do it for me. Or perhaps Mr Alice Cooper himself could since his name is on this game and he obviously endorses this embarrassment of QC ignorance.

I'm mechanically inept and just short of terrified about having to fix things. If the worst thing on mine when it shows up is a latch screw.... oh happy day. Door will be taped and machine running til it shows up.

ok, serious issue!

I have been playing my TNA. 3 games EVERY day religiously for the past year. Reactor 7 is the furthest I can make it.

Charlie, I demand that Bowen come over and personally train me how to bet the damn game. It is broken FFS!

If he could bring some shasta and deli meats then all will be good!

It’s one of the main reasons I quit retail 7 years ago. People just got more and more demanding, and started moaning and bitching about the craziest little things.

And as is human nature, we totally forget the 99% of customers who are totally over the moon with their item/experience, and focus on the one guy who wrote you a nasty email about the tiny scratch on the back leg of his sofa that nobody will ever see. You wake up at 3am in a sweat stressing about it. Lol!

I feel your pain, Charlie ...

rd

Win, win, win. Sounds like the customer won't have to deal with issues that make a game "unplayable", such as a coin door latch screw falling out during shipment, a new customer gets to jump the line, and Spooky is going to save themselves a great deal of future trouble dealing with an unreasonable customer.

That is the funniest shit I've seen all year!. Before that I was going to post another Alice Picture!
Magicchiz

I'm more of a 2 to 4 a.m. kinda guy.... then you start watching the clock to figure out "if I fall asleep now I'll get X minutes... is it worth it, or do I just go to the shop now?" kinda vibe.

Then you get to work tired, answer 50 emails you got overnight, do everything you can during the day, work late to make up for what you COULDN'T get done, travel weekends to show the product, and hope at the end of the year the accountant calls and says "hey, you get to do this again next year. Congrats!".

So man hugs brother... you survived, and so will I. I think ... ?

I’m really impressed with how Charlie handled this situation. Makes me want to buy a Spooky pin.

Thank god this guy didn't buy a JJ Pirates. That game needed so many small tweaks out of the box....

And thank you everyone for the support... ALL OF YOU. Means the world when it sometimes feels like you can do no right on any given day. Spooky is built by good people, and supported by good people. Never ever taking that for granted.

We still come to Pinside because we want the people who support us to feel like we listen and care, because we do... none of this exists without any piece of that puzzle.

Thank you all.

Charlie, as a customer, I never imagined you’d offer to fly out to DC and drive my kids to their various practices and events.

Now THAT is customer service that you can bank on! Did Stern or JJP offer to do that when I bought from them?

Hell no!

This ACNC purchase is shaping up to be my best NIB purchase yet! This might actually be “the thing” that gets my better half more interested in the silver ball!!

#spookyrocks

No but I do have a sister that lives out that way with plenty of time on her hands to chauffer them lol just saying

I’m all seriousness, if you find yourself out this way, drop me a PM and come over for some drink and pinball. We’ll get some area collectors/players over. Open door!

I had an issue with broken back box and dented side rails out of box. It was handled quickly. Had new parts in a few days. Great customer service. Not to mention the game is awesome.

Is your latch broken?

Number 163 finally found her home. Loving it. Thanks to everyone at spooky!

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Good, that person doesn’t deserve to own a game like ACNC!! You went way above and beyond in dealing with them, they have absolutely no clue. I can’t wait until they have a problem with a game from another manufacturer and expect the same type of service. You rock Spooky!!!

But how is your door latch? We want to knowwwwwwwww

Latch is perfect. All I have done is increase the upper flipper power a tad. She plays great.

I might take it.

I live in the Dallas Fort Worth area, hit me up and let me know!

Thanks!

Pm sent

Any word on the possible topper that the Minions were working on?

SpookyCharlie

Ok, wait a minute... so this fellow bought a used AMH (sounded like a 6 year old one), you guys were still offering to help support it and this is the kind of respect that you get? WOW!

Customers are not always right and some customers are not worth keeping.

I'm sure that there are a few of us POTC LE owners in here who had a long start to getting our NIB games working just right. Not for the faint of heart but I am still an owner.

I have somethings to still do with Alice but we're going nowhere.

Seriously! Some of you guys with a lot of money should instead do what I did and first buy a beat up miserable wreck of a pin and do a full restoration . I did two before buying a NIB! This included a playfield swap! Then you learn the skills and patience to own pinball machines. This little inconvenience is nothing! As they say, "Shit Happens." And "Don't sweat the small stuff."

Mine has the graveyard gray textured legs and rails. I'm not seeing pictures of anyone else with them. Are there more of these?

delegate.