Quoted from ZMeny:Hey all, thanks to those of you with kind words and continued support for Flip N Out Pinball, LLC. To those with strong and/or harsh words regarding our business practices or pricing, Nicole and I apologize for any delays with responding or any mistakes we have made. I assure you, we are doing every possible thing we can to make your enjoyment of the pinball hobby the absolute best it can be. While I can be a bit perfectionistic, I do make mistakes and will continue to make mistakes here and there. We do everything to limit the frequency and magnitude of those mistakes. And looking at the industry and other distribution companies, we are exceedingly happy with our level of support and ethical business practices.
I'm a pinball guy. It's why I'm responding on Pinside. As a hobbyist, some dealers frustrated me in the past, so I worked my ass off to become one. And my goal is to be the best damn pinball distributor there is, anything else means I have not succeeded.
- We continue to offer Free Shipping (w/insurance) on all new Sterns, even when our peers have given up on the practice and even as we see shipping quotes go through the roof.
- We ship fast. That's because I'm impatient and as a hobbyist, I want my games in my gameroom as fast as possible.
- We troubleshoot with customers and we submit for warranty requests, even if it's past the window of warranties. If something is rejected by a manufacturer for replacement, we often pay for the repair and/or the part ourselves. I would like to think a vast amount of customers can and would attest to this. If there is an issue, WE WILL MAKE IT RIGHT. Example, customer last week had his Rush LE damaged in shipment. Instead of waiting a couple of months for Stern to repair, we sent him our own NIB Rush LE and he received it the very next day. We will wait on the repairs.
- We attempt to provide full transparency to our customers or potential customers, even if it costs us a sale. I personally would rather receive truth I don't want to hear than someone blowing smoke up my ass telling me what I want to hear.
- We relay information to our customers and to many non-customers via emails, texts, calls, and the podcast that I produce, giving weekly updates on Manufacturer timelines and changes to production lines.
- We maintain competitive pricing. We sell customers pinball machines for MSRP and often provide free shipping on top. For those manufacturers that we do charge shipping, we often cap the shipping costs to the customers and we pay for the rest ourselves. What many do not understand is that when are receiving 25% or less of the number of products we were expecting this year, then yes, we have to figure out creative ways to fill that void. We have chosen a couple of different avenues, one of which is increasing our preowned sales efforts. So when you see a game listed at Market Price, that's why. I will purchase games on the secondary market for way above MSRP if my market analysis suggests there's still some profit to be made. This isn't easy work and it's risky, but again, we've got to do what we've got to do to run this business. And if that means purchasing a Star Wars Premium Comic Edition for 10k used and hoping to sell it between 10500-11000, then so be it, it's better than not making sales to support our business and ultimately our family.
- We spend countless hours and money supporting the pinball community. Tens of thousands of dollars are spent toward charities, tourney sponsorships, giveaways, etc., much of which isn't aired publicly.
At the end of the day, there are plenty of great dealers you can work with. While we would love to earn and maintain your business at Flip N Out Pinball, we know the reality is that some of you do not want to support our business for whatever reason or maybe you already have a great relationship with your dealer. Absolutely nothing wrong with that, we support your decision and still see you as a pinball friend and fellow hobbyist.
Sorry for the long thesis, but wanted to chime in to express our continued support to you and to the rest of the industry. Please come and chat/BS with us at the next show! We are in Texas in one week woohoo!
Oh...and we do have some exciting additions coming soon at Flip N Out Pinball, such as a revamped website, a new showroom, and a new employee to expedite troubleshooting/tech. and warranty claims.
Zach Meny
Flip N Out Pinball
[email protected]