(Topic ID: 299511)

Excellent Service Support at American Pinball

By curban

8 months ago

Topic Heartbeat

Topic Stats

  • 11 posts
  • 11 Pinsiders participating
  • Latest reply 8 months ago by Pinphila
  • Topic is favorited by 1 Pinsider


Linked Games

#1 8 months ago

My Houdini wouldn't boot. I dialed "(833) API-HELP" during working hours and my call which was picked up by an automated answering service (here we go). I started to leave a message, but was interrupted by an incoming call which I decided to answer. It was Dave Brennan from API (alright, now I'm getting somewhere!).

I told Dave upfront that I have a 2nd-hand Houdini that is a few years old and stopped booting. We chatted a bit, and Dave quickly diagnosed the problem. I needed a part from a 3rd party, but Dave gave me the contact info and told me exactly what to request. I called the part supplier half expecting to get 'the runaround', but they picked up immediately, took the part description, my address, my email and within a few hours I received notice that my replacement parts had shipped and were on the way!

The parts arrived a few days later. The install took a few minutes, and my Houdini was back up-and-running.

This is what customer support SHOULD BE. Kudos to API. This customer experience will NOT be forgotten when we plan our next purchase.

#3 8 months ago

I got the first Houdini in Canada , minor tweaking issues but these guys set the bar for customer service!
way and beyond what one would expect!

#4 8 months ago

The service and the presence of all AP guys, also on pinside made me buy Hot Wheels and Houdini ! Great company !
The support is outstanding !

I received a machine that was dropped and heavily abused ! They communicated with the retailer and fixed it.

Looking foward to the next games.

#5 8 months ago

Heck ya! Glad to hear of the good CS. I know Dave and team have been working hard to make sure of that.

Customer service goes a long way, specially in this small hobby.

#6 8 months ago
Quoted from northvibe:

Customer service goes a long way, specially in this small hobby.

Totally agree.

Can we now please see the next game?

#7 8 months ago

This is so important -customer service. As these games get 6,7,8k+or more people want and deserve to be treated with good support.
I know of a couple of operators who are just going with used equipment or not buying new certain mfrs due to poor quality control or simply not getting a call back when a location game is down. That's unacceptable.
I really hope American Pinball can continue with this philosophy going forward. I'm eager to support them and will whenever possible.Ive only heard positive things about this company.

#8 8 months ago

American Pinball's Customer Support was Awesome when we owned our Houdini !

#9 8 months ago

I just purchased a Houdini machine a couple weeks ago and had a few issues pop up and I worked with Dave and Josh on the issue and they were extremely helpful and got me up and running. My next purchase will be an Oktoberfest because of the game but even more so for the company and people behind the curtain. Thanks AP team!

#10 8 months ago

This is one of the reasons that I have both Houdini and Oktoberfest. Another reason is their unique, non-fan type of playfield layouts. Another is the non licenced themes. Another is... well... I think you get the idea.

Looking forward to seeing what the next title is.

#11 8 months ago

I have to agree. Their customer service is great! (so is the overall build quality of the machines).

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