Hello all, this comes to screeching halt right here...

I was the distributor that sold the game to first buyer... I have nothing to do with the 2nd owner on this Houdini. I just got notified of this this AM by an email from my initial customer here:

Joe,
I recently traded my Houdini with a friend and shortly after he set it up a flipper driver board failed. He contacted American Pinball and they wouldn’t cover the defective board under warranty which is apparently only 90 days. I know you take great care in deciding who to distribute for, but this seems ridiculous to me. I’m not writing this expecting it will change the outcome of their decision. I just wanted you to know. Again, this is nothing against you Joe. You are one of the best in the Hobby.
Jim

My reply with echoes the sentiments of many - on BOTH sides... I get it, but AP technically did nothing wrong here and there are reasons rules are rules and why it's on page 3 of the manual.

Jim :
That's the warranty - actually it's 90 days with most all companies... some are even 60 on the electronic stuff. Additionally some companies will not warranty even under the time frame for a 2nd owner - initial owner only. Now that said that's how the warranty reads and what I have to repeat... AP is no different in their terms than any other and actually offer longer time frames for the electronic stuff than others. I will reach out to see if there is any wiggle room - sometimes these companies won't budge because it's the old, if they do it for one, they have to do it for everyone and the warranty timelines become worthless. I do know that if a company has a 'known' problem with something like say the JJP light boards where it is an across the board problem or Stern's node boards, those timelines get ignored and the issues are taken care of because it's a design issue that is inherent with every part in every game. I do see both points, but that's the warranty they are just adhering to what it is. I'll reach out and get back, I owe you that much.
Joe

So... I emailed AP, no reply yet...

THEN, I came on Pinside for the day, not even knowing there was a post here... and saw the 2nd buyer who I did not know was Jason Rioux, who has bought a game from me in the past.. I have no idea if Jason would buy more games or not, and don't care, but he was a total pleasure to deal with.. .So I have Jim my original / regular customer and now Jason who I know and is a customer both involved in this... So... Jason, PinballSTAR is sending you a check for $ 95. I'm not sure if I'm opening up a can of worms as this can't be done in all cases and I'm not sure if AP will be upset with me, but I've got two customers I like and I'm making this right and ending it.

I will echo that the folks at AP are AMAZINGLY caring folks... From ownership / management to design team to programmers to tech support - top to bottom these people care to do that right thing for their customers and the community.. .I've seen it over and over. If they didn't I wouldn't be saying so. So as many of you came to their defense, they didn't do anything wrong here. But the timing of it just over the warranty and the fact I know both these folks and I made money on this transaction makes me feel I owe it to put this one to bed.

Love and kisses to all... All is fine here - go pet a puppy or something today no need for negativity... Case closed here... I think I'll even send Jason a Houdini Tshirt and a tote bag ! : )

Joe Newhart
PinballSTAR Amusements
[email protected]

Bottom line I debated what to do...

1. Warranty expired. Period.. You don't take a car to the dealership at 50,001 miles and expect a new part for free. Why would we expect that from a pinball company. They can't set a precedent like that.

2. I like both customers in this transaction. They decided that they'd both spend their money on a Houdini, they had other choices. I had the thought : if it was James the original owner who came to me with this what would I do ? I'd make it right for him, no question. So when the 2nd owner was someone I also know, the same logic followed. Bottom line, we sell fun. I don't want anyone disgruntled over a pinball machine... Doesn't make me happy either... I can't please everyone and don't at all times, but this was easy.

3. My decision came to this : I was the ONLY party in a position to make this right and did. It's $ 100 I'm not going to starve over it. Thanks for the kind words, much appreciated, but it was an easy call. I always told my kids one line 'You never will go wrong by doing right thing'... Maybe I'm setting myself up for a precedent (hopefully not) and maybe AP will not be happy with me (probably not), but that's the call I made. Done. : )

No I had nothing to do with the sale to 2nd owner that was a private sale I had no knowledge of until this AM... It wasn't bought from me and there was and is no such thing as a 'used' warranty... Just clarifying... I sold the NIB game to James / James sold it to Jason / Jason got stuck with the bad board by bad luck / timing... Nobodys fault shit happens. It's fixed.

Jason,
All good - no need to keep me out of anything, I wasn't even honestly involved or had any knowledge that James even sold his game... I wouldn't have cared if you did come to me up front, maybe I could have gotten it resolved for you at the get go with no stress... I don't think you're wrong, but as much as I want you to like me and all that, I'm going to be man enough to tell you I think your heading in this post needs to be changed as it's not fair to AP. They didn't hurt you or do anything they didn't promise to do. The board is the culprit here, that's all, it's a part they go bad. If it went bad on day 89 this thread wouldn't exist. You're 2nd owner - not sure if the warranty even applies, and it was past the date. Cutting them down is not fair, they are all good people. I know you were unhappy and maybe they would have loved to fix it but felt they couldn't without causing other issues for themselves, which I get. As I said you've been great to work with any of our other transactions so it was easy then once I found out it was you to make this go away for you, James, and AP. Nobody was wrong here. I'm want you enjoying your game. I'll be here to help if I can with anything. Check, Tshirt, and kickin' tote bag on it's way to you...
Joe

Mispost...

But I'll ask.. Did anyone pet a puppy yet ?

Pet those puppies !

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I don’t know all the reasons behind it but I will shed a little background on the whole ‘2nd owner’ thing... Part of it came to light when there was distributors who shall remain nameless was re-selling games to others who were not ‘authorized’ distributors in and out of other distributors home territories. So you had guys selling games in stock who should not of representing themselves to the public as authorized and not knowing what they were doing, not able to get parts, not able to provide service, etc to unknowing customers. Many of these unauthorized resellers were previously turned down for appointments from various companies for whatever reason - reputation, financial, territory already covered etc... I can attest I am the guy spending money on shows, doing parties, servicing customers, carrying 100,000 plus of inventory for just one company etc... and then you have some yahoo who shouldn’t be doing what he was doing, pricing under MAP, with no skin in the game for either the manufacturer or the community at large pulling the wool over unsuspecting people in the hobby - usually newbies who got taken advantage of. So... the way to prevent that was to tell people don’t buy from an unauthorized distributor because you are the 2nd true owner then... Not sure it worked but was a way to prevent distributors from doing this... There are ways to do that sort of thing responsibly - just ask a location or restoration guy that wants to sell one or two to refer thier customers to you. Some companies require us to notify them of any re-sellers under us and they have to be approved. But some always bend the rules and drop inventory off at non-authorized distributors and it leads to problems... Overall you have a new to pinball customer usually getting screwed and that’s what they want to prevent. Not have them taken advantage of when they enter the hobby - we should be nurturing and helping these folks not making a quick buck on them by lying to them. You wouldn’t want to be buying a new Ford unknowingly from a used car dealer who can’t help you after the sale... So... I’m sure there might be other reasons the companies might use this 2nd owner wording, but I wanted to shed some light when companies use this (maybe don’t enforce it) to prevent bad things from happening and to protect the customer not to screw anyone on a warranty. Don’t always thing you know everything and companies are out to get you.. it’s just true.

Meant to say it's 'just NOT true'... figured I'd peck out all that then blow the last sentence... lol