Dude, he followed the procedure CGC set, he shouldn’t have to jump through hoops just to get help with his problem. Again you excuse shitty customer service with it being the customers problem to solve.

LOL, what has he done to follow-up? Really?

100% agree here. Saying it’s unacceptable then saying accountability goes both ways is speaking out both sides of the mouth. If a company has a process for customer support and the customer engages the process the ball is in the company’s court and they should take it from there. Period. Anything less is known as “bad customer service.” Yes, the customer can then call, pester, etc, to get some action. But it is still “bad customer service”.

Two counter examples.

I had two quality issues with my JJP Wonka. Went to their site, followed the process. Both times - response within 24 hours. New part on my porch within a week.

Stern Godzilla. Contacted twice. Once for a quality issue. Response within 24 hours. Email back and forth 2x over next two days helping me trouble shoot and fix the issue. Issue fixed. Happy me. Second time, merely had a question about an aspect of the cabinet construction. Emailed stern. Response within 24 hrs answering question.

That’s how it is done.

Please...
It's always the same answer for the CGC defenders ...

"Must have fallen through the cracks"

Dawn_on_the_S_rim_of_the_Grand_Canyon_(8645178272) (resized).jpg

Just to balance things out...

I have a Mando LE with broken razor crest (oob broken, not from play), some issue with decal application, chipping clear, inoperable service buttons since the start.

It took 3 months for a response and that was biweekly email from my wife. Distributor would call and get the runaround too.

I still have no replacement razor crest and the only thing fixed is the clear that I did myself and service buttons I got from Marcos. No replacement decal. No service buttons mailed by Stern (such a simple thing to do).

Nevermind EHOH pre-order for 2022 that is now 2023 with a price increase.

I ordered in stock parts for my Munsters 8 months now… nothing. It’s insane. Just emailed Pablo with order numbers from my distributor to get these things.

Not saying stern is infallible. Those are examples of “bad customer service” too!

Waiting for someone to step up and white knight and defend Stern now.

Waiting for someone to step up and White Knight and defend Stern now.

Dear pinball gods, sending positive juju your way so we can start to see people get their games and go back to actually enjoying this hobby and talking about how great this game is and the unreleased code to come in the future. Amen.

"White Knight enters the chat"......... I totally agree when you make something as complicated as pinball everyone is going to have some issues. Knock on wood all my stern purchases have been really good and reliable. But I do give Stern credit they make a lot of games and without them this hobby would be mostly all threads like this!! Then what would we do

What, you want me to speculate now? And keep doing so?

I am sorry explaining customer management is so upsetting to you. If you truly think cgc has done the right thing in how they have managed their customer base and communications more power to you. In my world where billions are on the line and there is real customer consequence on the line…. This doesn’t cut it and we don’t hide from our customers fearing online distortion.

well, actually you did pick on me, despite your claim you weren't...like a school teacher, lol. I was posting a statement that was supporting others' no-reply from CGC...AND, if that adds fuel to the fire, so be it. If there's a forest fire, let the f()$ker burn..it's nature's way of cleansing . And if it's true that CGC reads ALL OF THIS THREAD, more power to me, and others, to let them know vicariously. That is what forums are for. Honestly I'm happy with my SE..I have no hate in the LE/+ matter.

Stern parts issues are not justification for how cgc acts. They have nothing to do with stern.

It’s already known that parts is one of stetn’s biggest failures… you want to balance things out by comparing them to a big failure?

Aim higher

Please PM me the ticket number and I'll alert it to the engineers.

Surprise surprise. Crap happens. Give them a chance to fix it.

LTG : )

Funny - you didn’t have the same reaction to the news that PPS couldn’t get a response either.

This whole tangent started because you were praising their support, and when the counter examples come up you instead defer the blame to the customer for not doing enough or complaining here. They were simply retorting YOU - not making new complaints

Blah blah blah

You have more reach into CGC than others here ...

Have they dealt with ..

Leg issues ?
Audio issues?

I believe those are on a case by case issue. So I have no way of knowing the outcome. Best I can do if someone hasn't gotten any response is get their ticket number and give it a bump.

LTG : )

I think we all understand that, other than pinball, CGC has nothing to do with stern. This being the case, please quote the other pinsider as well that used JJP and Stern as beaming examples of customer service... which is why I gave my one example of poor customer service.

Hyperbolic to call any of these major pinball companies a big failure.

Edit: almost forgot the snark

You ask to follow up on refunds and penalties to those who cancel orders from a distributor ...
Any update should you have passed this info to CGC ...
You do quite frequently advise that you don't like the wait get a refund , seemingly not possible

If you were the guy spending tens of thousands on pins to put on location and find your games dead for months you might relate more.

This is business- not pleasure. And it involves real money and obligations.

You’re lucky still have zero plays on my Rush LE waiting for a scoop protector.

And still waiting on my Zilla Bridge fix. As well

Filled out all their stupid forms months ago. Crickets.

No news is really BS no matter how it is sliced. Richard is a saint but I’m not. I’m happy to be patient too but that doesn’t change the fact that CGC really owes its customers an explanation. Sure you can say, cancel your order... that’s not the point. We want the product. Problem is, we’re being strung along. We’re not whiners, we just want to know when to expect progress. There’s an opportunity cost to my money. I have the funds. I want to know if it’s a better use spending it on something else. Really unbecoming of the OP to passive aggressively call out other pinsiders and hide behind a wink. It’s frustrating all around and while CGC may get extra flack back for whatever response they give at least my mother always told me “Honesty is the best policy.”

Ha ha ha what a lame response, you have no idea how simple my request was, I feel sorry for your billion customers.

Comment deleted...

Would have been thread ejected for sure!

Waiting for the #Jfh sunshine reply!

Allow me.
LTG : )

Stern support is fine - but the Stern parts department is the worst on the face of the planet earth. I have several "in stock" parts orders that have been in the queue for OVER 1 year (from two different distributors). Multiple reminders have been sent by my distributors - but I'm still waiting.

Spooky support and parts are by far the best - support answers within minutes and parts are mailed the next day.

Just when did CGC make you their official spokesperson, or is this just a self given title?

No need for this. He's just trying to help.
Lloyd

At the very least your employed by CGC, any no straight answers about issues are provided by you as well ...

Adding fuel to the fire with snippets of inside info ... perhaps just stay with the FAQ's..

I help them with tech support, I'm not employed by them. Same with PPS. Same arrangement I used to have with jjp.

What the heck is a no straight answer ?

My apologies, I thought your an employee of CGC...
No straight answers would be wrong comment as you have no way of knowing what is ongoing inside CGC ...

Thank you.

LTG : )

So you agree but you don't?

This is the best way to go ... The FAQ is great ...

Evidently there are straight answers:

https://ptv.org/shop/straight-answers-tough-questions-ch-1-9/

And for only $18.99 ...
Thanks

I think CGC has 2/3 of a great business, quality builds and good title selection. Quality customer relations is very lacking. Stern has great titles and licensees but they are also lacking in customer relations but not as bad as CGC.
I can go into detail but that’s not for this thread. It’s just SUPER disappointing reading these comments about CGCs customer experiences. I’m still a fan and I’m crossing my fingers they invest in customer relations. I still plan on getting my LE and I hope CGC does better in their customer relations side, if so, I’ll buy every damn title they put out, I don’t care what it is because I have confidence in their picks, their build quality and (hopefully) their customer relations.

This is just my opinion at the moment and my opinion can change.

I realize the frustration 100%, but for the love pinball no one should get chippy with someone who has done nothing but good for the hobby we love.

Lloyd, you’re not just LTG, you’re LTFG. I appreciate you and your help, advice, humor and love for dogs.

Deeeeeeeeeep breathes people, deep breathes.

Lloyd does rule.
Thanks for everything Lloyd!!

Richard

So a pinsider selling his CCR LE for $12,700 claims it will be arriving next week. Anyone want to speculate on how this is possible? Or should we just straight up call B.S.?