I bought a $25 part from Pinball Life and, when it arrived, it did not work (or so I thought). I spoke to Terry who immediately offered to send me a prepaid return label.

Once he received the part back, he told me that even though the returned part tested out fine, he has sent me a replacement.

The replacement part worked fine and then I realized that the reason the first part did not work was because there was a loose wire on the connector of my machine.

Feeling pretty embarrassed, I e-mailed Terry to not only apologize but to ask if I could reimburse him for the cost of the prepaid return label and his cost of sending the replacement part to me. He absolutely refused to accept any payment from me.

Now, that's what I call a class act!

Roger

#2 7 years ago

ARG

statsdoc

Pinside+ Frequent

Nashville, TN

14y 90,050 987 2 7

... and you sir are what I would call an honest and good person.

Bravo to you both!

#3 7 years ago

ZLM

ZMeny

Flip N Out Pinball

Evansville, IN

8y 174K 5,456 35 18 10

Pinball Life is the best!

#4 7 years ago

AST

Astropin

Pinside+ Member

11y 125K 8,905

I know I'm a repeat customer!

#5 7 years ago

DOZ

dozer1

Pinside+ Addict

Sargeant, MN

10y 114K 1,553 7

OP
Quoted from rogerdodger:
I e-mailed Terry to not only apologize but to ask if I could reimburse him for the cost of the prepaid return label and his cost of sending the replacement part to me. He absolutely refused to accept any payment from me.

Great story! Hats off to the OP and Pinball Life.

#6 7 years ago

MLS

MMGB

Pinside+ Frequent

Niwot, CO

11y 60,050 259 22 1

Yep, Terry is a stand up guy!

#7 7 years ago

PVC

patrickvc

Pinside member

Phoenix, AZ

15y 71,350 2,156 22

Pinball Life is hands down my favorite part supplier to do business with

#8 7 years ago

TKD

TKDalumni

Pinside member

Los Angeles, CA

9y 96,300 2,992

Nice to hear about a great seller experience...they rarely are acknowledged!

#9 7 years ago

NMS

nikpinball

Pinside member

Cleveland, OH

10y 77,050 1,249 7 30

I always want pinballlife to have the parts i need but they never do. Wish they had gotten the inventory that pps did because it would be a good price, good service, and without being an a hole.

#10 7 years ago

ZZZ

sevenrites

Pinballer

9y 129K 2,200 97

I ordered some bulbs I ended up not needing from them once and they were happy to take them back and give me a credit for them. I kept them anyway, figured they deserve a break once in awhile also since they're always so decent to their customers.

#11 7 years ago

YAW

Lethal_Inc

Pinside member

Westminster, CO

11y 88,300 4,933 7 34

I always go to PL first, great resource for pinball. Now if they would just get those shiny pinballs back in stock...

#12 7 years ago

CBA

Goalie

Pinside member

Leander, TX

11y 52,900 575 2 23

Terry is the best. I get as much of my stuff from him as I can get

#13 7 years ago

LEW

Pinballlew

Pinside member

8y 116K 3,940 7

I placed a order earlier this week and they refunded $8 of my shipping after they shipped it since it fit in a smaller box then expected...this is great service now I just wish I ordered the correct flipper rubber (what the heck is 3/8 flipper rubber for...anyone need any I have 15 of them now) LOL

#14 7 years ago

SMS

hd60609

Pinside+ Addict

Deer Park, IL

9y 86,650 654 16 12 2

PBL always first. Hard to beat both their prices and customer service. I think it's the way he does his business. Why be penny-wise, dollar foolish in this hobby? When he takes care of people, they remember and just keep coming back for more. 5 stars (on a 5 star scale of course).

#15 7 years ago

CWG

Chrizg

dsmpinball

Des Moines, IA

12y 93,550 2,084 5

Quoted from Pinballlew:
I placed a order earlier this week and they refunded $8 of my shipping after they shipped it since it fit in a smaller box then expected...this is great service now I just wish I ordered the correct flipper rubber (what the heck is 3/8 flipper rubber for...anyone need any I have 15 of them now) LOL

3/8 is used on Gottlieb system 3 machines.

Terry and crew are good peeps!

#16 7 years ago

RHS

rstrunks

Pinside member

Fort Smith, AR

11y 42,550 587 23

I have added Pinball Life to my parts supplier list. Two orders so far and very satisfied with both. We truly are fortunate to have great parts suppliers to help us fix and restore our games.

#17 7 years ago

JLH

Hougie

Pinside member

Marysville, IN

11y 103K 3,102 12 34

PBL is the first place I look for parts. I buy from him whenever possible.

#18 7 years ago

JDC

JosiahCox

Inactive member

10y 56,550 696 19

I'm about to place my 3rd order in two weeks and I'm not even angry because PBL is awesome.

#19 7 years ago

TIM

MT45

Pinball Loft

Lenoir City, TN

11y 110K 2,371 38 10

PBL are quality folks. Fast delivery, fair prices and super people.

#20 7 years ago

???

Homepin

Inactive member

Unknown

13y 77,400 2,125 1

Full marks to the OP for a "good news" thread.

Every time I have ordered from Pinball Life my order was always received super fast and I have always been happy with the packing, quality and price.

-4

#21 7 years ago

GKJ

Jeekayjay

Inactive member

11y 53,150 750 11

Get a room...

#22 7 years ago

ART

OLDPINGUY

Arts Arcade

12y 171K 12,507 7

Terry, Margaret, their family and staff.
Made me feel welcome, and appreciated
at their open house, in a personal and heartfelt
way.
More so than just business, they shine as people in the best way.
Nothing but respect and thanks from here.

#23 7 years ago

JZM

bangerjay

Pinside member

Yomamasville

12y 106K 4,818 46

I too am a fan

IMG_6729 (resized).JPG

#24 7 years ago

---

ForceFlow

Pinside Moderator

9y 238K 31,360 268 14

It's nice to see a positive thread like this every once in a while. Good to hear things worked out

#25 7 years ago

RandyV

Pinside+ Frequent

Denver, CO

11y 57,550 360 18

More kudos here. Pinball Life is my first choice for parts. Terry and Margaret are awesome.

#26 7 years ago

GAC

Rarehero

Pinside member

Los Angeles, CA

12y 134K 23,147 22 119

Terry rules!!!!!

#27 7 years ago

TMC

extraballingtmc

Pinside+ Frequent

Maple Ridge, BC

12y 131K 4,340 23 107 1

Nothing but good things to say about terry

#28 7 years ago

SKL

Dr-Willy

Pinside+ Frequent

10y 77,050 1,500

I feel like I order from terry almost weekly anymore. There have been many times I have forgotten parts on my order and I drop him an email and it's a lightning fast reply and parts are added to my order.

If I ever make it to his open house I am bringing him a crap ton of beer. He has some of the best service around.

#29 7 years ago

DAD

PW79

Inactive member

Wentzville, MO

12y 102K 7,501 6 6

This thread disappointed me

I swore it would be some noob, in the wrong, calling out PBL. Then Pinside would pile on 2500+ thumbs down on the OP while defending PBL.

But its a warm & fuzzy thread. Shit. I wanted drama

#30 7 years ago

OYA

mcluvin

Pinside member

11y 87,050 7,052

Terry and Margaret are great. I wish I could order all my pinball stuff from them. Very fair prices and always great service.

#31 7 years ago

LFS

pinballaddicted

Pinside member

9y 123K 4,412 81

They have always been fantastic with us and we are in Aus..

#32 7 years ago

PAB

MustangPaul

LED Leg Light-Ups

Saint Paul, MN

11y 136K 23,313 10

OP
Quoted from rogerdodger:
Hi guys:
Just thought I would share.
I bought a $25 part from Pinball Life and, when it arrived, it did not work (or so I thought). I spoke to Terry who immediately offered to send me a prepaid return label.
Once he received the part back, he told me that even though the returned part tested out fine, he has sent me a replacement.
The replacement part worked fine and then I realized that the reason the first part did not work was because there was a loose wire on the connector of my machine.
Feeling pretty embarrassed, I e-mailed Terry to not only apologize but to ask if I could reimburse him for the cost of the prepaid return label and his cost of sending the replacement part to me. He absolutely refused to accept any payment from me.
Now, that's what I call a class act!
Roger

That's why I buy from them when they have a part I need. You are an honest fellow sir.

#33 7 years ago

XSV

xsvtoys

Pinside member

8y 103K 4,259

Good thread, good to know. I haven't bought anything from them yet, but will do my best to give them business. I like their style. PW, you want some drama? Go over there and kick that little alien in the nut sac, that should stir something up.

#34 7 years ago

NES

Spitfiren8

Pinside member

10y 82,550 1,937

Terry has sent me replacement parts for things i screwed up. Seriously who does this? I sent a question to him on advice how to fix a screw up i made during install and he just sent me another $100 part free of charge! Totally my fault but he hooked me up, BEST CUSTOMER SERVICE EVAH!

Definitely one of the good guys and my first look for parts!

#35 7 years ago

KJB

dudah

Pinside+ Frequent

Algonquin, IL

11y 101K 2,980 10

PBL rules.

I'm fortunate enough to live relatively close (30 min) from there.
They've always had what I needed (plus plenty more I didn't need) so I've never had to shop anywhere else.
Been using their super bright LED's and translucent rubbers for my last 5 games I shopped and couldn't be happier.

#36 7 years ago

EDE

Ericpinballfan

Mod Magic!

8y 166K 10,434 7 1

Terry is a Great Guy. I needed side rails fast for a project. Not only did he stay on phone with me and go to shelves and measure odd things, like hole size and mount locations to fit a Surf n Safari. He hurried up and sent out 4 sets of rails for various pins for me fast that day! I've had many trouble free experiences and always check Pinball life website for parts I need.

#37 7 years ago

???

Delta9

Pinside member

10y 87,800 1,523 33

Pbl is the cheapest you will find the best customer service plus they ship immediately and I mean immediately i love this place

#38 7 years ago

DCR

sc93cobra

pinballplating.com - HRA

Nashville, TN

10y 99,800 1,024 143

He's a stand up guy. Been buying from him for years and I am glad to always send people his way. I'm glad they carry the stuff they do and that they do stand behind it the way they do. Grateful for them.

#39 7 years ago

JDS

swinks

Swinks Pinball

12y 136K 10,573

PBL provide an awesome service

#40 7 years ago

AJS

scorpion90

Pinside member

Green, OH

7y 32,900 12 11

I bought a number of led pop bumper units from PB and had a problem with just one unit. Terry sent me a second one that also had a problem and then he tested the third one he sent me which worked fine. Great service and my number one go to guy.

#41 7 years ago

RLH

Lovef2k

WalltoWallPinball

Carneys Point Township, NJ

11y 89,300 3,854 6

I have gotten several orders from PBL. I actually received an order this week. There has been a few times that Terry has refunded part of the shipping charges after shipping if there was an over payment at the time order was paid. I have always been happy with his parts quality and service.

#42 7 years ago

ENO

pinaholic

In Memoriam

New York, NY

12y 68,550 2,118 49

I wish that I lived closer. What a tremendous resource. I went to the open house during Expo

#43 7 years ago

YOS

Yoski

Pinside member

Sebring, FL

9y 88,150 456 17 133

PBL always shipped me the right parts that work and they are fast. Marco and PBR are good too.

#44 7 years ago

DJB

delt31

Pinside+ Frequent

Pittsburgh, PA

8y 159K 12,576 13 7 1

Pinball life is top notch and is my go to place. Terry is the best.

#45 7 years ago

RHO

spiroagnew

Inactive member

11y 121K 982 161

Can't beat PBL's bulk boxes of incandescent bulbs. $7.75 for 100. Just wish the 47s would come back in stock....

#46 7 years ago

MJS

Matesamo

PinballRI

Warwick, RI

7y 117K 1,292 112 1

I have ordered from them three times and they always ship quickly and the items are perfect. Really, nothing to complain about, it is a great company.

#47 7 years ago

MIC

msj2222

Pinside member

Mansfield, MA

10y 67,650 1,701 9 14

This doesn't surprise me one bit, that's why they are my 1st choice for parts. Others could learn from their business model.

#48 7 years ago

GUM

pinlawyer

Pinside+ Frequent

Paradise Valley, AZ

11y 122K 2,199 4 59 2

Love Terry. He's always ready to talk through an issue on the phone and ships faster than the wind.

#49 7 years ago

SJS

Stones

Pinside member

Smithville, MO

10y 139K 3,065 31

Always a great experience ordering from pbl!

#50 7 years ago

???

investingdad

Pinside member

8y 39,300 722

I embarrassed myself when I emailed them about a replacement plastic that was opaque and not clear as advertised.

Yep...I'm a dingbat that didn't realize there was protective plastic on it because it was cut so cleanly.

He politely set me straight. Good folks.

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