Ace Amusements

First, the customer is in default of his purchase agreement with me for purchase of a custom built game machine, and is not entitled to a refund of any portion of his good faith earnest money deposit.Second, as to his mention of the game cabinet, it is well documented that we have been through a months long process (with several cabinet contractors) for finding a suitable and reliable cabinet contractorThe first cabinet built for our customer, after its receipt, was found to be unacceptable, was discarded, and finally replaced with the present cabinet.Third and finally, I truly resent my business's reputation being threatened by a customer who, along with his father, presently enjoy game machines previously purchased from meAnd, I truly resent those threats as leverage to coerce the taking of $from meBut, I will accept the customer's settlement offer just to be finished with the matter

I am rejecting this response because:He is completely lying when he states that there were details that I wanted that we're not communicated I have all the emails as proof if needed by the Revdex.comFor example on April 5th I explained those exact details in which he even highlighted in his June 20th email stating the following "Per our discussions and your April 5th email, your request for a fire button to the left of the 4-way joystick was an "if possible" propositionAs you can see in the photo, it is not possible for both an 8-way joystick and a button to be located to the left of the 4-way joystickFurther, one button to the left of the 4-way joystick would not be sufficient, as three buttons are required for play all of the gamesIf you request, we can redo the control panels to a revised layout - control buttons, 8-way joystick, and control buttons." ...the issue with his statement is the word "if possible" are acceptable and appropriate, but were never discussed because he doesn't communicate sufficientlyWhat should've taken place is a discussion before he began the work on the control panel, but that discussion never took place then he completed the work incorrectly therefore he is cost himself extra time and money because of his lack of communicationHe wants to place the blame on me, but he is completely wrongA discussion about the control panel prior to the work commencing on the machine would've resolved any and all extra work that he cites In the end, when I asked him if he could redo it on June 20th he said, "So, we will remake the control panelsShould be ready about end of month (June)." Well the end of June came and went and so did most of July and I never heard from SteveThe problem is the lack of communication not the details of my orderIf the control panel buttons we're not possible he should've communicated that to me if they were then he should've done them either way communication should've happenedWhen he told me he could do it and completed by the end of June he did not and he did not communicate that it was going to take longerWhen I asked him on July 12th for an update he failed to respondWhen I asked him again for an update on June he failed to respond againWhen I notified him Monday that I contacted the Revdex.com he responded right awayThe problem lies within the communication and the lack there of He seems to communicate when it matters to himThe mention of the Revdex.com raised enough of a flag to cause him to communicate back to me right awayThat leads me to believe that he sees my emails and chooses whether to respond or ignore themI have been patient and I have done my due diligence as a customer and I have been treated with unsatisfactory customer service and now he lies to the Revdex.com that I did not include details which I completely did and can prove through all the documented emails All of this could be an easily fixed by just picking up the phone and give me a call which I requested several times through emailEvery time I called the company I got their voicemail after leaving several messages I stopped because they never return the messagesThe bottom line is this company is not an A+ rating At this point I have no confidence that [redacted] and ace amusements will follow through on customer support promised once I receive the machineI will accept the machine at this point knowing the risk of dealing with Ace Amusements as long as the Revdex.com knows that they may need to be involved again if I do not receive support if a problem arises with the machineI feel at this point that bridges have been burned, but that is not my faultI was left no choiceWhat I can I do when I have paid for a service and that service provider decides not to respond to me in a timely fashion? I also feel like I gave him ample time to respond in most cases a couple weeksAt this point I will leave it up to [redacted] and provide the only options I can think of:Option 1: Try and mend the bridge as much as possibleDeliver the fully functional machine as requested with appropriate art work, coloring, control panel layout, and the 400+ gamesCommunicating to me weekly to keep me in the loop on the status either via phone or email until the machine is deliveredProvide support as needed in a timely manner communicating appropriately if any issues arise with the machine.Option 2: Choose to burn the bridge completely, reimburse me the $that I paid for the machine, and I will take my business elsewhere.As I stated in the original complaint, I believe in second chances, so at this point I will leave it up to [redacted] on which option he would prefer, but if he chooses option then he has to deliver on all that I stated aboveI don't think I have asked for too muchAs I told him early on, I don't mind delays or issuesthe only thing I mind is being left in the darkPlease just communicate Regards, [redacted]

Suffice everything to say that the customer's custom made machine was completed and ready for shipment sometime backBut, the customer refused shipment of the machine because he wanted details regarding the machine that he had not previously communicated to us when placing his order.We marked the customer's $worth of changes off to experience and ate the cost ourselves, although we could have passed them on to the customer.Changes such as these are very time consuming and result essentially in the machine being put back in the production queue behind other machines in production.The queue has advanced to the point that the customer's changes are ready to be workedIt is expected that the work will be completed this or next week.At that time another approval photo will be sent, and if approved, the machine will be shipped

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It is regrettable we had to go down this road, and while it is apparent we will simply have to agree to disagree about the circumstances surrounding the issue at hand, the facts are what they are Nonetheless, it is appreciated we will finally be able to bring this unfortunate situation to a close utilizing one of the two options provided in the dispute That said, as part of the one-time offer to purchase the Track and Field video game, please reference the following terms and conditions: (1) The game will be ready for pickup within fifteen (15) days of the owner having received the Revdex.com complaint---by August 2, (2) The game is built to the exact specifications originally outlined in the email correspondence (3) The game will be thoroughly inspected/tested onsite prior to taking possession to confirm the merchandise is complete and in working order, free of any defectsOnce the game has been completed, please send an email (the one you currently have on file) notifying of suchWhen received, the email will be responded to within forty eight (48) hours with the date and time (thirty minute window) I will have the game picked up along with the appropriate credit card informationOnce they have taken possession of the game, you may charge the credit card for the agreed upon balance of $ Regards, [redacted]

First, the customer is in default of his purchase agreement with me for purchase of a custom built game machine, and is not entitled to a refund of any portion of his good faith earnest money deposit.Second, as to his mention of the game cabinet, it is well documented that we have been through
a months long process (with several cabinet contractors) for finding a suitable and reliable cabinet contractorThe first cabinet built for our customer, after its receipt, was found to be unacceptable, was discarded, and finally replaced with the present cabinet.Third and finally, I truly resent my business's reputation being threatened by a customer who, along with his father, presently enjoy game machines previously purchased from meAnd, I truly resent those threats as leverage to coerce the taking of $from meBut, I will accept the customer's settlement offer just to be finished with the matter

I am rejecting this response because:He is completely lying when he states that there were details that I wanted that we're not communicated… I have all the emails as proof if needed by the Revdex.comFor example on April 5th I explained those exact details in which he even highlighted in his June 20th email stating the following… "Per our discussions and your April 5th email, your request for a fire button to the left of the 4-way joystick was an "if possible" proposition. As you can see in the photo, it is not possible for both an 8-way joystick and a button to be located to the left of the 4-way joystick. Further, one button to the left of the 4-way joystick would not be sufficient, as three buttons are required for play all of the games. If you request, we can redo the control panels to a revised layout - control buttons, 8-way joystick, and control buttons." ...the issue with his statement is the word "if possible" are acceptable and appropriate, but were never discussed because he doesn't communicate sufficientlyWhat should've taken place is a discussion before he began the work on the control panel, but that discussion never took place then he completed the work incorrectly therefore he is cost himself extra time and money because of his lack of communicationHe wants to place the blame on me, but he is completely wrongA discussion about the control panel prior to the work commencing on the machine would've resolved any and all extra work that he cites. In the end, when I asked him if he could redo it on June 20th he said, "So, we will remake the control panelsShould be ready about end of month (June)." Well the end of June came and went and so did most of July and I never heard from Steve. The problem is the lack of communication not the details of my orderIf the control panel buttons we're not possible he should've communicated that to me if they were then he should've done them either way communication should've happenedWhen he told me he could do it and completed by the end of June he did not and he did not communicate that it was going to take longerWhen I asked him on July 12th for an update he failed to respondWhen I asked him again for an update on June he failed to respond againWhen I notified him Monday that I contacted the Revdex.com he responded right awayThe problem lies within the communication and the lack there of He seems to communicate when it matters to himThe mention of the Revdex.com raised enough of a flag to cause him to communicate back to me right awayThat leads me to believe that he sees my emails and chooses whether to respond or ignore themI have been patient and I have done my due diligence as a customer and I have been treated with unsatisfactory customer service and now he lies to the Revdex.com that I did not include details which I completely did and can prove through all the documented emails. All of this could be an easily fixed by just picking up the phone and give me a call which I requested several times through emailEvery time I called the company I got their voicemail after leaving several messages I stopped because they never return the messagesThe bottom line is this company is not an A+ rating. At this point I have no confidence that *** and ace amusements will follow through on customer support promised once I receive the machineI will accept the machine at this point knowing the risk of dealing with Ace Amusements as long as the Revdex.com knows that they may need to be involved again if I do not receive support if a problem arises with the machineI feel at this point that bridges have been burned, but that is not my faultI was left no choiceWhat I can I do when I have paid for a service and that service provider decides not to respond to me in a timely fashion? I also feel like I gave him ample time to respond in most cases a couple weeksAt this point I will leave it up to *** and provide the only options I can think of:Option 1: Try and mend the bridge as much as possibleDeliver the fully functional machine as requested with appropriate art work, coloring, control panel layout, and the 400+ gamesCommunicating to me weekly to keep me in the loop on the status either via phone or email until the machine is deliveredProvide support as needed in a timely manner communicating appropriately if any issues arise with the machine.Option 2: Choose to burn the bridge completely, reimburse me the $that I paid for the machine, and I will take my business elsewhere.As I stated in the original complaint, I believe in second chances, so at this point I will leave it up to *** on which option he would prefer, but if he chooses option then he has to deliver on all that I stated aboveI don't think I have asked for too muchAs I told him early on, I don't mind delays or issuesthe only thing I mind is being left in the darkPlease just communicate. Regards, *** ***

We are a custom builder of machines built new from scratch per the customer's specsCustomers are informed at our website that delays can and do occur, as it is part of the business of custom buildingWe regret this customer's ill will over the delay, and if requested, will immediately refund
their depositOtherwise, the customer can wait while their machine continues in work to its expected completion later this month

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It is regrettable we had to go down this road, and while it is apparent we will simply have to agree to disagree about the circumstances surrounding the issue at hand, the facts are what they are.   Nonetheless, it is appreciated we will finally be able to bring this unfortunate situation to a close utilizing one of the two options provided in the dispute.  That said, as part of the one-time offer to purchase the Track and Field video game, please reference the following terms and conditions: (1) The game will be ready for pickup within fifteen (15) days of the owner having received the Revdex.com complaint---by August 2, 2017. (2) The game is built to the exact specifications originally outlined in the email correspondence (3) The game will be thoroughly inspected/tested onsite prior to taking possession to confirm the merchandise is complete and in working order, free of any defects. Once the game has been completed, please send an email (the one you currently have on file) notifying of such. When received, the email will be responded to within forty eight (48) hours with the date and time (thirty minute window) I will have the game picked up along with the appropriate credit card information. Once they have taken possession of the game, you may charge the credit card for the agreed upon balance of $387.50.     
Regards,
[redacted]

Suffice everything to say that the customer's custom made machine was completed and ready for shipment sometime back. But, the customer refused shipment of the machine because he wanted details regarding the machine that he had not previously communicated to us when placing his order.We marked the...

customer's $250 worth of changes off to experience and ate the cost ourselves, although we could have passed them on to the customer.Changes such as these are very time consuming and result essentially in the machine being put back in the production queue behind other machines in production.The queue has advanced to the point that the customer's changes are ready to be worked. It is expected that the work will be completed this or next week.At that time another approval photo will be sent, and if approved, the machine will be shipped.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]