Greetings
I'm new to Pinside, I've heard of it once or twice, but honestly have never given it a close look. I'll be sure to have a look around while I'm here.
For those of you who don't know me, my name is John Wart, jr, and I am the proprietor of a small business based in Indiana, That Pinball Place. While 99% of my orders are ROM based, I do occasionally sell games and parts.
I am a collector of mostly 1990s Bally/WMS DMD games, but I do have some Sys11s and a Stern Elvis. I was a regular contributor to RGP and a few other sites before my kids were born, and now I sometimes keep up - but not as regularly as I used to. I've learned a lot from other collectors and believe in giving back, because the people are what make the hobby for me. That's right, it's my business, but it's also my hobby. I have a collection of pins, enjoy working on them, and I enjoy having friends over to play pinball in my gameroom.
A couple colleagues of mine suggested I have a look at this thread. So, I have, and I thought I'd add a few facts to this thread.
1) Mike contacted me at 6:54 AM EST this morning saying he was having problems with his ROMS. I sent him some information at 9:17 AM, asking a few questions. It's not uncommon or unreasonable to ask a few questions when a customer complains about a product. I've never dealt with Mike before, and I have no idea what his skill level is. Had he been a multiple time, return customer, I would have a little more information on his skill level, and made an appropriate judgement call. When a regular customer or someone I am familiar with has a chip problem, replacements are dispatched immediately. When it's someone whose abilities I am uncertain of, I have to ask a few questions to determine whether the problem is the product, the user, or something else.
I don't know how many times I've had a customer fry a chip twice because they told me they were doing something right the first time, and then after they fry another, they ask for clarification. This is usually followed by a request that I send another replacement to them, at my cost. When I make a mistake, or something happens, I make it good - but it's only fair that I make it good when it's truly my fault or a defective product.
2) He posted here shortly thereafter, being abrasive without answering my questions or giving me an opportunity to make good on his problems.
3) It *is* highly unusual to have 2 bad chips in the same order. The logical conclusion in this situation is that something was done incorrectly. My next steps would be to see what chips are bad and send replacements.
4) There has been no waste of money, all my products are 100% guaranteed working. If a chip fails or doesn't work, I send replacements.
5) I don't know ANY programming service that uses new chips - the majority of the games I fill orders for use chips that are obsolete and no longer available. I would not ship a chip I would not use in my own game - if it's questionable, I'm not going to ship it. Yes, I have a couple customers who have *politely* asked that I provide them new chips, not pulls, and when they place orders, I try to find the best price on the chips so I can meet their needs at a reasonable price and still turn a reasonable profit. Dave Astill, aka 'rompingirl' is not only a competitor, I consider him a friend - and I know that his chips are pulls just like mine are - I've bought chips from him in the past.
I earned my reputation by providing a quality product at a fair price, and providing excellent customer service. I've been doing this for years, I am not a newbie and I'm not some fly by night operator coming through here to make a quick buck. My reputation is worth far more to me than a few chips.
I was not abrasive with Mike, but before he gave me an opportunity to make good on the issues here, he came here and drug me through the mud and challenged the quality of my product. I'm still going to make good on his problem - he can return the chips for a full refund - including return shipping - or I will send replacements. His choice.
I'll extend the same offer to anyone here, or elsewhere - if you are not happy with the quality of my products, you are welcome to return them for a refund. Unhappy customers are not return customers. Feel free to check my reputation on RGP, Pinball Bash, Aussie Pinball, etc - or ask for some references, I'll be glad to provide them.
I'm sorry Mike had a poor experience, but I'm at least due the opportunity to try and fix the problem before I'm crucified.
Atomicboy, I apologize if I missed your request for ROMS, my family has had one heck of a year with a tragic accident that put my kids in the hospital for 5 days, and the long recovery after all of that - or maybe it's a spam trap problem or something. I strive to respond to every request. If you ever need anything, I'd appreciate the opportunity to quote it for you.
Bossier City, LA
Kamloops, BC
Alkmaar
