We sell on our Website, Ebay and here. Unfortunately in the pinside store their is not an area for terms description, but on our website and on Ebay we do post this:
"All mods are made to order, and some mods take 8 business days to manufacture, for this reason their can be a delay in shipping. 75% of all orders get shipped within 1 week and 98% of all orders get shipped within 2 weeks. For unforeseen reasons a few items may take longer then 2 weeks to ship. If you have sent an email, please be patient, because we are a small company our person that answers emails does not work full time and only does emails a couple of times a week. All emails are answered, but their may be a delay in answering."
I am sorry, but most people do not read the above. We do take care of all customers, bet please be patient.
I will point out we sell over 1,500 items a year on Ebay and currently our positive feedback is 99.4% with over 11,500 feedback:
ebay.com link: feedback_profile
The person that does orders checks for orders everyday on all sites, and works on manufacturing. The people that do manufacturing DO NOT answer or even look at emails, they make the mods. We have people that get upset because they see someone has logged into an account but their email was not answered, that is because they are checking orders.
We do not, and probably will never have someone answer emails every day, this is not unusually in the pinball industry or for small businesses. The majority of people that are unhappy at a moment is because they do not get a reply within 24 hours on an email, but they do get a reply. Estroh that posted above is a perfect example. He purchased a lighted speaker panel, and we have sold a few thousand of these, these are molded, and the molds hold up for about 200 casts. Our old mold was damaged so we made a new mold, we were not aware that their was a small flaw on the mold that made the bottom edge wider then normally. Because plastics can be different widths their can be a fitting issue, and we include an L channel to replace the U channel that is in the game which resolves the problem. At 2:27 of the in depth installation video it explains this:
Estroh sent an email to resolve this, he sent the email on Friday. We do not work on the weekend and this was a holiday weekend and we did not reply till Tuesday, that was 5 days. He was unsatisfied with this, and I am sorry about that, but on the terms when he purchased we do have the above quote. Estroh did have a legitimate issue and was very helpful in resolving.
We work hard to resolve any issues, but I am sorry, we do not answer emails in 24 hours, but we do answer all emails.
Again, we make mods to order, that is how we do it, so they are not going to be shipped the next day. All emails are answered but please give us some time. We are not big enough to have a full time person to answer emails, and I don't want to grow bigger to support a full time person answering emails, so this won't change. Also we are never on Facebook. If you have a concern, email us at the location you purchased from and we will take care of it.