Pinball Alley

Thank you for taking time to talk to me this morningI would like to clear up some misconceptionsWhile our rate is indeed $65/hrwe gave the customer, Paul *** an option for a restorationOur usual rate is a flat
$per machine per restorationMr*** asked if there was any way we could do the job for lessWe negotiated a deep discount and agreed upon a flat $We have the paperwork reflecting thisThe machine was a Williams Toledo Pinball in poor shapeThe machine was manufactured in The machine had all the hardware removed from the playfieldAll reusable parts were professionally cleanedThe entire machine was relamped with led lightsThe playfield was cleaned and touched upNew rubbers were installedAll the new parts plus the reusable parts were replacedNew rubbers were installedAll Su/SD units were serviced and lubricatedAll the scoring reels were cleaned and adjustedThe plunger, flipper and links were refurbished with new partsAfter reassembly the machine was tested and adjusted for best playSignificant work was done to the exterior of the pinballThis included refinishing and repairing heavily damaged area of the wooden headWe replace damaged coin slotsClear coated the exterior and treated the backglass to stop the decay of the paintThe total of the bill was the agreed upon $plus $NY sale tax, for a total of $The machine came out looking beautifulWhen Paul *** came to pick it up, he seemed very pleased A few weeks later we received a call stating that the tens scoring reel would occasionally slip upon restartThat it happened perhaps one in ten startsIt did not effect the play of the game but only added ten points to that gameWe responded that we would get back to himIt is just a minor adjustmentIt was not doing it when we had itTo be fair, any bumping in the moving of the game could cause the issueIt was our hope to be able to service the machine when we were in the areaWe were trying to see when that would beIt was a minor issue and wanted to have it be convenient for the customer. We have been in business for years and this is the first complaint with the Revdex.com we have ever hadWe guaranty our work for six monthsAt this point , the customer can drop off the machine at their convenience and it will be adjusted free of chargeWe have copies of the invoice and work sheetWe also have before and after photos of the machineI am not sure where the disconnect isI hope this resolves the issueWarmest regards- Jerry H*** Pinball Alley

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not understand the Staff at Pinball Alley
having all calls to them directed to an answering service. To date none
of the recent messages we left with the answering service have
resulted in any return calls from Pinball Alley. When we
originally visited Pinball Alley to ascertain the process and cost of
restoring our machine, absolutely no mention of a flat $
restoration fee was mentionedIf it had been we would not have pursued
the restorationWe were apprised of the $per hour fee and an
estimated hour restoration time was mentionedA call from Pinball
Alley informing us of a hour restoration time frame was made and
agreed toThe cosmetic restoration is great, however the mechanical
restoration of the machine is not. The Ball sticks in the
upper left corner and the machine has to be tilted to dislodge it, the
scoring Rollers do not clear and reset to or or and the right
hand Flippers stick to the point of not being able to play. We
called soon after bringing the machine home on October 30th to speak to
the repairman and were told he was in a neighboring city on a house
callWe did finally talk to him about the problems and he indicated
that he needed to speak with MrH*** about making a house call to fix
the problems mentionedWe waited for that call and are still waiting
even with leaving several messages with Pinball Alleys answering
service. We paid $for our machine to be restored
to working order and with no attempt by Pinball Alley to recontact us we
felt our only recourse was contacting the Revdex.comWe are only asking that
the repair we paid for to be completed.Thank you, *** ***

Hi, The ball being stuck is from the machine not being set up correctlyThe machine must be level from side to side and the pitch must be set correctlyInformation on how to do this is easily obtainable on the internetThis needs to be done on every machine when it arrive at the place where it is to be playedIt is a very simple process and should take a few minutesIt is why we offer a delivery and set up optionThe other two issues are very minor adjustments that probably happened from movement and bumps on the trip homeThe total time to readjust them is less than a half an hourThe customer could wait while it was being doneThey can bring the machine by and we will adjust the contacts for no chargeI hope this resolves the issue. Warmest Regards-Jerry H***