Boomers

We spoke for about minutes and I apologized for such behavior and let her know that it's not acceptable We talked about using this experience as a way to allow team members to understand the impact they have on a guest's day It's one of those "teachable moments" The team members were also handled according to company policies regarding this behavior

We received the complaint from Mr*** on 9-11-We have verified that the issues reported by Mr*** were factualWe were able to fix the issues on Initial D and Street Fighter At this time we are addressing the issues on the DDR machinesWe have recently changed Games Managers and
we do have a system in place for logging guest issues and addressing those issuesWe were unaware of the issues Mr*** brought to our attention and welcome Mr*** to contact myself directly if he has any further issuesWe take our guest's complaints very seriously and appreciate the time that Mr*** took to bring this to our attentionMy e-mail address is*** and my phone number is ***If Mr*** has further issues please let me know so that we can address them immediately

We spoke for about 30 minutes and I apologized for such behavior and let her know that it's not acceptable.  We talked about using this experience as a way to allow team members to understand the impact they have on a guest's day.  It's one of those "teachable moments".  The...

team members were also handled according to company policies regarding this behavior.

Review: The arcade machines at the Modesto Boomers location are highly neglected by the staff. A number of games including all three Dance Dance Revolution machines, the Initial D Arcade Stage 3 machine and the Street Fighter III 3rd Strike machine have have parts that are either partially or completely non-functional. These make the arcade games virtually non-playable and yet the machines are kept up and running for customers to spend money on.I visited the arcade today and took note of three machines which had problems:The up arrow on the left dance pad on the Dance Dance Revolution SuperNOVA machine is completely non-functional. The up arrow on the right pad is partially-functional and does not register nearly half of the time it is hit.The right arrow on the right dance pad on the Dance Dance Revolution Extreme machine is near completely non-functional. One of the arrows on the left pad is also only partially-functional. The machine also freezes on occasion.An arrow on the right dance pad of the Dance Dance Revolution DDRMAX2 machine is partially-functional.In the past, another issue I have run into multiple times is that the steering wheel of the left-side Initial D Arcade Stage 3 machine offers no feedback whatsoever, rendering the game unplayable.I have brought this to staff attention multiple times. I will say that when notifying a staff member, I have been reimbursed my credits that I used on the faulty machines. However, I feel that other patrons may not be as assertive and it is unfair for them to spend money on attractions that do not function correctly.Desired Settlement: Repair machines to working condition and place an out-of-order sign on machines in the meantime. I am unsure how the staff handles machines repair/upkeeep but I would recommend a regular schedule of testing machines and adding any customer concerns to a queue of issues to be addressed.

Business

Response:

We received the complaint from Mr. [redacted] on 9-11-15. We have verified that the issues reported by Mr. [redacted] were factual. We were able to fix the issues on Initial D and Street Fighter 3. At this time we are addressing the issues on the DDR machines. We have recently changed Games Managers and we do have a system in place for logging guest issues and addressing those issues. We were unaware of the issues Mr. [redacted] brought to our attention and welcome Mr. [redacted] to contact myself directly if he has any further issues. We take our guest's complaints very seriously and appreciate the time that Mr. [redacted] took to bring this to our attention. My e-mail address is[redacted] and my phone number is [redacted]. If Mr. [redacted] has further issues please let me know so that we can address them immediately.

Review: I took my son to Boomers to celebrate his 11th birthday on Wed. 1/21/15at appx 5pm. We got a wrist band (free for his birthday, thank you boomers)and he went to ride the go-karts while we waited for the rest of our party. There were 2 employees working the attraction, 1 male and 1 female, another male in a blue shirt (a manger I assumed) approached with something in his hand. The man in the blue shirt (I'll refer to as manager) proceeded to chase the female worker around the track while the passengers loaded, in the process he knocked over a soda drink onto the track but paid no attention to it. The "manager" left the attraction as the go-karts began to drive. In the middle of the "ride" the manager appeared again with a drink to replace the spilled one, he re-leaved the other gentle man from his job and put on an orange vest. After the riders had parked their karts the manager took his cup and began walking the track to meet the female employee, as he came to her he dumped the whole cup of liquid and ice on the female employee and the track. The female kind of laughed and said she was"freakin cold man". The female employee continued to work at night in wet cloths. Then next set of riders boarded and the manager only cleaned up the first spill he made on the track, not the second which was around a sharp turn. I wondered what would happen if one of these karts crashed, how would this mans life be affected, would he wish he had been more responsible, would he regret throwing the liquids? I then listened as the manager gave rider after rider instructions like no horse play, and though what a great lesson for my son, about integrity, responsibility, and the importance of being a leader. It was disappointing to see an abuse of power, privilege, and blatant disregard for the safety of the public. I took a picture of the track with my phone and did observe several cameras that can be referenced.Desired Settlement: My desired outcome would be the "manager" is demoted. His actions put my son and several other guests in a potentially dangerous situation. This man demonstrated he can not be trusted in a position of authority. He essentially assaulted another employee, and was negligent with safety. In his position he should be coaching and developing employees to deliver great service with safety first, his actions are no less terminable offenses, but he may just need redirection and guidance. I would like him to write an apology to my son for his lack of integrity. It was surreal to watch him tell the riders to not do exactly what he was doing. If my son had dumped a cup of soda on his sister, on the track, would we have been kicked out? He owes us an apology potentially putting my family in harms way, just to get a laugh. I would also like a call to explain the situation to the General Manager and get some clarity as to why an employee would behave this way in front of other staff and guests.

Business

Response:

We spoke for about 30 minutes and I apologized for such behavior and let her know that it's not acceptable. We talked about using this experience as a way to allow team members to understand the impact they have on a guest's day. It's one of those "teachable moments". The team members were also handled according to company policies regarding this behavior.