Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Oh what irony. If only I had looked at BBB before my purchase. My complaint exactly mirrors the prior complaint. I ordered a vintage SEGA Goldeneye pinball machine from them. I saw the pictures and the game had no visible damage. Upon arrival it was packed poorly. The shipping service unwrapped it and bolted. Upon closer inspection the game has some wear and tear and significant damage to the firing mechanism. I called and was told it was an issue caused by the shipping service. In the months since then I sent the firing mechanism back for repair AFTER they sent me one that didnt fit and was cracked in half. After that, which took a month, I could actually get test the game and it doesnt operate correctly, Fires no ***** or multiple *****. I called a repair man which cost nearly $300 to install a chip to preserve the memory settings but he was unable to correct the ball firing issues even with new optos. The game is a brick. I have called numerous times and nothing has been done. On one occasions I spent hours troubleshooting with ***** only for his phone to die. Then **** said they werent calling me back because they all have Covid. This has been h*** I want the game picked up, taken back and a full refund.

  Business response

  12/04/2023

  We deeply regret and are genuinely surprised to receive this complaint.
  The machine in question is an antique pinball machine manufactured in ****, making it 27 years old.
  Upon delivery by a third-party professional freight company to an out-of-state location, it was explicitly communicated to the customer to inspect the machine for any damage before signing off with a "No damage" acknowledgment. Unfortunately, the customer failed to conduct this inspection and later alleged damage after the freight company had left. The challenge lies in the difficulty of ascertaining whether the freight company or the customer caused the potential damage, especially after the machine was potentially relocated within the customer's residence.
  Despite these circumstances, we went above and beyond by providing the customer with a costly replacement gun mechanism that hasn't been manufactured since ****, all at no charge and in good faith. Our dedicated technician, *****, also invested numerous hours in guiding the customer over the phone to set up the gun and ensure the machine's functionality. By the end of this interaction, the machine was playable, and the customer expressed satisfaction.

  
  The customer also mentioned hiring a repairman to install a memory-saving chip as an upgrade, eliminating the need for batteries. It seems inconceivable that someone would invest $300 in upgrading a machine that was not initially functioning properly. This implies that the machine was indeed in good working order! Additionally, we'd like to clarify any misinformation regarding COVID-related issues. *****, **************, was absent for a single day due to illness, and the customer was instructed to call back the following day to speak with *****. Contrary to the customer's assertion, no one here had COVID, and ******* phone has never unexpectedly died during a conversation.
  Furthermore, our return policy is transparent and readily available on our website as seen below is a quote

  " Vintage or antique pinball and arcade machines fall under items that cannot be returned" this is clearly outlined in our policy. The absence of any wrongdoing on our part is reinforced by the fact that we have upheld the terms of our policy diligently.
  We remain committed to assisting this customer if they maintain honesty in their communication. As of now, it appears to be a case of buyer's remorse without a valid basis.
  
  

  
  

  Customer response

  12/05/2023

   
  Complaint: 20952198
  
  I am rejecting this response because: this response contains material misrepresentations and fraudulent misrepresentation.  It is simply not true.  A functional replacement mechanism was not provided.  The so called replacement item sent was a cracked, defective mechanism which was incompatible with the machine.  The original mechanism had to be bent back into form but the machine still did not function properly.   My hiring of a repair technician was an attempt to make the machine work since the seller would not address my needs as a buyer, not a response to a working machine.  The rapid tech could not make the item work and noted that the item was not refurbished as advertised by the seller.  Text messages clearly indicate the businesses cited Covid as the reason the business stopped responding (see texts provided).
  

  The machine may be vintage but the seller represented the machine as functionally normally and operable and it is not and never was.  The hours spent also included the buyer following the instructions of the seller in an attempt to repair the machine which the seller now acknowledges as being significant dysfunction to a degree to warrant hours of instruction.  Again, not the seller is admitting the item was so defective as to warrant HOURS of discussion.  The buyer was not satisfied as I am clearly now filing this complaint. 

  Bottom line- the item the seller sent was not operable, and the seller has not made any attempt to correct the operational issue, reimburse costs, or offer any refund.  The seller sold a defective product and now attempts to escape any responsibility.  Most ironically the seller stopped communicating with the buyer but can find time to respond to a BBB complaint. 

  
  
  Sincerely,
  
  *******************

  Business response

  12/07/2023

  Subject: Clarification and Response to BBB Complaint

  
  Dear ******,

  
  I appreciate the opportunity to address your concerns and provide clarification regarding the recent complaint filed with the BBB. I want to emphasize our commitment to customer satisfaction and outline key points to shed light on the situation:

  
  COVID-19 Situation: I understand there may have been miscommunication regarding a potential COVID-19 issue. I want to assure you that we aim to maintain transparency and focus on the pertinent matters related to your pinball machine. The text message says **************** have Covid not to be confused with ***** DOES have Covid. He only missed one day of work and was available had you called.

  
  Condition upon Delivery:

  It has come to our attention that the bent gun, which you claim to be malfunctioning, was damaged during shipping. Your acknowledgment of not inspecting or testing the machine upon delivery, along with the signed document stating all was in good condition and working, poses a challenge for us to address the issue retroactively.

  
  Customer Support Efforts:

  We went above and beyond to assist you by providing a rare replacement gun at no cost, a part that holds significant market value. Additionally, we invested time in a two-hour walkthrough for installation procedures and adjustments, resulting in your confirmation on your phone call with ***** that the machine was operational and that you were indeed playing it while on the phone with him.

  
  Unqualified Technician Modification:

  We have reason to believe that a subsequent issue arose due to modifications performed by an unlicensed technician, as evidenced by the upgrade of the memory bank. This complex process requires electrical expertise and should be undertaken by a licensed professional, as indicated by industry standards.

  
  Return Policy:

  Our return policy for antique pinball machines is clearly posted as not allowed , and even if returns were accepted, the machine must be in its original, untampered, and unmodified condition. This is not the case with your machine.
  

   

  Timely Communication:

  The lapse of almost a month between your last text communication and the BBB complaint raises questions about the urgency and immediacy of the issue as well as the operational state of the machine.
  

   

  Resolution Offer:

  In good faith, we are willing to cover the costs of any necessary parts to repair the machine. However, insist on involving a qualified professional for repairs and refraining from further self-modification and or unqualified technicians, which may exacerbate the situation.

   

  Our aim is to resolve this matter amicably, and we remain open to communication and cooperation to ensure your satisfaction. However a refund is not an option as the freight charges alone would cost you over $2ooo alone roundtrip.

  I have also noticed a lapse in communication over the past month, and I understand the importance of addressing your concerns promptly. If there have been any misunderstandings or if you have specific issues you'd like to discuss, I am eager to hear your thoughts.

  
  Effective communication is key to resolving any challenges. Your lack of communication or any text messages/phone calls for almost a month then this sudden complaint filed  were surprising to say the least.

  We can only do so much and the communication gap plus the modifications/upgrades on an alleged non working machine without authorization is the biggest problem here.

  Again we would like to emphasize that in good faith  we are willing to pay for any damaged parts on the machine that was caused by the freight company. As well as provide technical support via phone. We would normally send our own trained techs out if you were in the state but obviously this is not an option here.  Do you need assistance in finding a qualified tech in your area? As that is something we may be able to assist with as well. Not sure what else we can offer or what else we can do to try and remedy this but I do feel we are being more than fair and more than accommodating . 

   

  Sincerely,

  *******************
  Billiards N More Management

   

  Customer response

  12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩