(Topic ID: 185256)

Shout out to Spooky


By Damon

2 years ago



Topic Stats

  • 15 posts
  • 13 Pinsiders participating
  • Latest reply 2 years ago by volkdrive
  • Topic is favorited by 1 Pinsider

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    #1 2 years ago

    I know a lot of times people come out of the woodwork for negativity around here but I think its important for us to acknowledge when companies exceed your expectations. At a time when every other pinball manufacturer seems to be making missteps (both big and small), it feels like Spooky never disappoints. Bought a dominoes around October. Kayte told me my game would be ready around June or July (obviously a ballpark at the time). I was told today that my game was ready 2-3 months ahead of schedule! In this new era of multi-year waits for machines, it was very refreshing to find out one was coming ahead of schedule for a change. Here are a couple compliments/observations from a customer dealing with Spooky since AMH #20: I find them to be easily accessible to me through a wide variety of communication tools. Rarely does it take longer than 24 hours for an email or phone call to be returned, during business hours calls or emails are returned within minutes. Also, for pinball or any other luxury item customer service combined with transparency is key, if you make a mistake as a company its fine, but please admit to the mistake, dont treat us like were too stupid to realize. Here's an example of the kind of transparency I'm talking about, this is a quote from Ben Heck about the jump ramps in AMH (which I love btw)

    "In retrospect, I would have either not done the jump ramp OR make it a "sure fire" thing. The fail condition isn't the ball falling through the gap, it's not having enough juice to make it up the ramp.
    We tuned it to be about 50/50, you've gotta hit that shot dead nuts to make it. Issue becomes fine-tuning on each new build, dialing it in as it were.
    Problem with the Allentown game was were we literally, no joke, finishing it as it was being palleted for the show. Chuck and Paul were wrenching off the legs as I was making last-minute flashes to code. So it didn't have any fine-tuning. It was a miracle it got on the truck, to be honest.
    I'm heading down to Chuck's next weekend to check on things, help with his Fathom PF swap, drink beer, and hopefully shoot a promo video on a production game. More as it comes!"

    https://pinside.com/pinball/forum/topic/final-art-for-americas-most-haunted-pricing-info/page/10#post-1676094

    Now you think to yourself, "no big deal he was just trying to deal with a bunch of customers complaining about their jump ramp not being tuned right." Except this quote was made before a single game had ever been shipped or a single customer had complained, to my knowledge, everyone loves the jump ramp. He [Ben] thought it was a mistake and he was honest with the customer base about what those perceived mistakes were. It didn't take people catching in him a lie or forcing the issue for him to be honest and transparent about where he thought the state of the game was at. Only misstep i can think of recently is picking Alice Cooper over God. RIP Bible Adventures, Never Forget.

    #2 2 years ago
    Quoted from Damon:

    Only misstep i can think of recently is picking Alice Cooper over God. RIP Bible Adventures, Never Forget.

    But...Alice Cooper IS God...

    aliceC (resized).jpg

    #3 2 years ago
    Quoted from Damon:

    Only misstep i can think of recently is picking Alice Cooper over God.

    There just doing what every pinball company is doing. Picking the licensed theme over the original unlicensed fictional theme.

    #4 2 years ago
    Quoted from Mitch:

    There just doing what every pinball company is doing. Picking the licensed theme over the original unlicensed fictional theme.

    Was a joke; been harassing kayte/Charlie for bible adventures every chance I get

    #5 2 years ago

    I have to echo your props to spooky as well. Every interaction I have had with them (about a dozen) as an AMH and RZ owner has ultimately been positive, and they have troubleshooted every problem I've thrown at them successfully. Dare, I say it? They are human.

    #6 2 years ago
    Quoted from Damon:

    Spooky never disappoints

    #7 2 years ago

    Spooky's business model:

    - Announce game
    - Make game
    - Sell game when ready to ship

    And for some reason, NO other boutique company can reproduce this model. I'm really looking forward to Alice Cooper and hope that it's the first Spooky game that I add to my collection.

    Love the company, their rep is well deserved.

    #8 2 years ago

    You have good people doing things right in small-town USA, it is an absolutely compelling story and the documentary is great:

    http://thingsthatgobumpmovie.com/

    I am excited for the 'final cut' to be available to show to others. Go Joel and Dana (as well as Spooky)!

    Brad

    #9 2 years ago

    I love to hear all the spooky love!

    #10 2 years ago

    Spooky is definitely one of the good guys. I have nothing but respect for the whole company. I kind of thought Alice Cooper was a weird theme, but the idea has grown on me. I really enjoy the quirkiness that Spooky brings with their games. Keep up the good work Spooky team!

    #11 2 years ago

    +1 on all of this.. Great People doing Great Things, the right way!! Can't wait for ACNC..

    Thanks for all you do, Charlie, KT, Ben, Fawzma, and all the guys and gals up in WI making people happy by making AWESOME games...

    #12 2 years ago

    damon can I ask what Domino's # you received? Not much chatter about that in the Domino's thread.

    #13 2 years ago
    Quoted from mackey256:

    damon can I ask what Domino's # you received? Not much chatter about that in the Domino's thread.

    I believe its number 118 on my invoice, I get the game Tuesday I think so I'll confirm when it arrives

    #14 2 years ago

    I had a problem with my RZLE #17, so I emailed Spooky. Charlie got right back to me with the fix but I didn't quite understand so he sent me a video and walked me through it on the phone to make sure it worked. It was a minor one minute fix but it took a lot of his time to go through the correspondence process to make it right. That's why they are successful, they care and go the extra mile. Big Thumbs up for Charlie and the rest of the gang at Spooky.

    #15 2 years ago

    Pretty straightforward:
    They deliver their product on time or early.
    They back their product.
    They are accessible! I emailed Kayte right after the AC announce to get on list, reply received within a couple hours despite that I'm sure she was already overwhelmed that weekend.

    We are customers, they are giving some of the way customer service I've seen in a long time.

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