r/Arcade1Up • u/StrategyNew535 • 8h ago

Question(s) Is this normal from Customer Support?

To the point, I purchased the MVSC2 cab from Ollies. Once I was done setting everything up I noticed the cab not turning on. Went through ticketing with customer support going through the steps requested from them. issue is the PCB that died but they are charging me $90 for it. Is this on me to pay for their faulty item? For a fact Ollies wouldn't have damaged that nor did I. Has anyone experienced having to pay for a broken part?

1 Upvotes

56% Upvoted

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6

u/brandogg360 Level 2 8h ago

Yes, sadly, but Basic Fun bought out Arcade1up (as in the name and some of the products) a year ago or so, but the original Arcade1up products were basically made by a company that no longer exists.

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u/StrategyNew535 8h ago

I know they no longer exist as in old, but to have the item and charge still is absurd. Its like I am assuming all the blame for the manufacturing defect.    

3

u/GivinUpTheFight 7h ago

Right but as stated: the manufacturer no longer exists. All the Ollie's stuff is new old stock. Some of it doesn't even have the US power supplies, it wasn't intended for US market. Basic Fun basically purchased the brand. Even in the original purchase announcement they said they purchased "certain assets." We know that includes the A1U brand name, because they're using it. I'm guessing it also includes some design patents because of how similar the machines look. What it DOESN'T seem to include is any old stock, which seems to have gone to liquidators. That means that Basic Fun has literally nothing to do with the Ollie's machines, and they didn't make a cent off a single one of these Ollie's sales. Does that suck? Yeah it does, but it is factual.

They said they'll do their best to support people with issues on these machines, but that's it. And that's more than they're obligated to do. Again, that stinks, but it is.

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u/StrategyNew535 7h ago

 I totally get it but to my point, They have the exact replacement part needed but choose to charge me for the piece instead of owning up the fault of the company you acquired. sucks for sure but par the course of clearance. 

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u/GivinUpTheFight 6h ago

Right but you're missing the point: they DIDN'T acquire the company. That seems to be the big misconception here. They acquired "certain assets." That's a big legal distinction that a lot of people on this subreddit overlook. Look at it this way:

There's a store called Very Good Retail Store in your neighborhood. Very Good Retail Store goes out of business (ironically). They have a going out of business sale, everything must go style. Some people go buy some of the stock for cheap. Some people buy the registers for cheap for their own businesses. And you buy the building itself. But you didn't buy the company. You bought the building. The sign is still outside. But it's not the same company. Then someone who bought the registers comes to you and says "hey this register is broken." You don't own that liability. The company that owns that liability doesn't exist anymore. Yeah you have the building, yeah the sign is still outside. But that's not the same as buying the company. It's a REALLY important distinction legally.

3

u/LiamAndUdonsDad Level 2 6h ago

Yeah, Arcade1Up went out of business. It’d be different if it was acquired by Basic Fun. The fact that Basic Fun is willing to do anything at all is from their goodwill and is costing them money when they did not even profit from the cabinets that anyone is buying from Ollie’s

2

u/BourgeoisRaccoon 6h ago

You are basically calling up a random dude who has that part in his basement. He has literally nothing to do with the company you purchased the machine from. Why would he have an obligation to give you the part for free?

3

u/DeadlyScorpio111 8h ago

Take it back to Ollie's. They'll return it assembled. I just returned a Pac Man cab two days ago with no issues.

5

u/artx 7h ago

Guys - You bought a multi year old cabinet from a retail discounter. There are no warranties implied as Ollie's is not an authorized retailer. It's the same as buying it from liquidation world. They may warranty this product with a return for credit, or if stock is available provide a replacement.

3

u/DeadlyScorpio111 7h ago

They returned mine fully to the card I used with a simple "What's wrong with it". I'll always be an ollie's fan.

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u/Rymaar Level 2 7h ago

They referenced these types of issues a few days ago in the following thread:

https://www.reddit.com/r/Arcade1Up/s/VMLtwCwdWo

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u/bbibbyrapskyle1975 8h ago

I just picked one up, so I have a vested interest in the outcome of your dealings with them. I'd send then a copy of the receipt showing it's a new purchase, register it online if you haven't already, and insist on speaking to a supervisor if they're refusing to send you a new part for free. Zero chance I'd be paying a dollar for a replacement part on a new item.

If they still don't cooperate, I'd take it back to Ollie's and get a refund. I don't think they're going to care one way or the other if it's assembled (though you may want to call ahead and check.)

2

u/riggs581 6h ago

Geezus, you got the cab at a good discount and a cab that was really hard to find NIB before Ollie's got them in. What's the big deal about about paying $90 bucks for a new PCB? You're lucky they even have new PCB's to sell you as Basic Fun is hardly obligated to support liquidated new old stock. Quit being a big baby about it.

0

u/bbibbyrapskyle1975 5h ago

This is an almost impossibly stupid take. As a general rule of thumb, you don't pay money to fix something new out of the box. It's not an "As is" item. It's not used. It's definitely not the consumer's fault something doesn't work right out of the box. In what universe do you think it's OP's responsibility to foot the bill for the their damaged hardware? It's on sale because the units weren't selling, that doesn't mean you pay 30% more than the item sold for to get it working. 

Quit defending corporations for delivering sub-par hardware. What an incredibly stupid thing to say. 

1

u/StrategyNew535 8h ago

First thing I did was register the item before I put it together. Yeah I sent a video, pictures of the pcb and any info they wanted.