Problems with Paradise Arcade?

[fba]

I'm wondering if anyone else has had issues with Paradise Arcade, and how they resolved them?

A couple weeks ago I ordered 5 of their RGB LED sticks.  Last week I went through all of my RGB buttons and all of the sticks testing the LEDs to make sure they worked properly.  I got through 43 buttons, and 4 sticks with no problems.  Then, the last stick I tested doesn't seem to have a working red LED.   I e-mailed them at the beginning of this week, and was asked what I was using to drive them, and to tell me a resistor is needed inline.   However, the instructions for the PACLED64 specifically say they don't need a resistor inline and the 43 buttons and 4 other sticks that tested out fine would seem to agree.

Unfortunately, they have just stopped responding since then.  This has just left me confused.  They usually respond within 24 hours.  But, tomorrow will be the 7th day since I sent the original email, and the 6th since the last time I heard from them.  This seems like plenty of time for them to have responded and fixed the issue.  I'm getting the feeling they are ignoring me and hoping I will go away.

I really hate to do a chargeback over something as small as a messed up LED.   But, if they don't respond to me, what other choice do I have?   

Any suggestions?

[Malenko]

They resolved all my issues when I bought from them. Ive found it fastest to just call them 651-332-3665 , ask for Susan (though shes the one who is probably going answer) and remember they are in Hawaii so adjust when you call accordingly.

[Brian74]

I had the same problem. I got rgb lights and shafts for my magstick +. They were pitted and marked up, one of the leds were bad.  It took awhile, but I finally got replacements. Makes me think twice about ordering from them again.

[keilmillerjr]

I have had excellent purchasing success and quick email responses from them. Of course, that's just my experience so far.

[BobA]

Ordered from them quite a few times and any problems were sorted out very quickly.  Susan is the best one to talk to.

[Well Fed Games]

They have always made things right for me. I'd give it a little bit longer.

[McHale]

I received the wrong bat tops for my Sanwa's and I simply called. They were very apologetic and sent me out the replacements that day.  NO hassle.  NO fighting for a replacement or a refund.  Because of how well they took care of me before and after the purchase, I'll purchase from them anytime I need something.

DO NOT EMAIL.  CALL.  And make sure you call during their business hours.  Susan rocks.

-Mc

[ArcadeNerd]

Yup, I've ordered several times and have had no problems.  I won't hesitate to order again and i'm sure I will

[armi0024]

Fab sorry you are having issues with communication, the best option is to use another way of contacting if there is an issue, this is why we have a phone number.  Please remember it is HST, which is 6 hours behind east coast.

We do get a number of people who burn out LEDs by either hooking them up without resistance or hooking up 5v to a 12v.  Not saying you did this but usually Susan likes to make sure its not something like that. Regardless she will almost always send out a replacment (the exception when some one hooked up power, meaning 110vac to something we sold, came back charred, we said no) she just wants to make sure that the replacment doesn't need to be replaced.  All sticks and buttons are tested before shipping, but occasionally shipping shakes things too much.

We have never left someone out to dry with a problem and never will.

Thanks for the support guys.  The new indexed led controller launches for fight sticks October 15th, and hopefully for LED blinky in the not to distant future! Boards are done, design finished, just some pesky programming left to do!

[WindDrake]

I've ordered a ton of stuff from Paradise Arcade Shop.

Like everybody else said, call if you have a problem. They'll fix it.

[fba]

Hey guys,

Just wanted to follow up on the outcome of this.   I called and left Susan a voice mail.   Within an hour I had an e-mail from her saying that she had put a new LED in the mail for me.   So, it seems that the advice was right on the nose.  Give them a call if things seem to slip through the cracks.

@armi0024 - Understandable.  I know a lot of people don't have the understanding of electronics to know when they screwed up something like that.   And it is perfectly reasonable for Paradise Arcade to not want to replace something that the customer screwed up.  Fortunately, I have done enough electronics to know that by default you want to use a resistor.  (Not that Paradise would know that.)  So I researched it before hooking it up.   When it didn't work, I spent a fair bit of time double checking everything to make sure that it couldn't have been something I did.  If I thought I had done something I would have e-mailed asking to buy a new LED.  (Again, not that Paradise knows I am that kind of person.)   But, I realize that in this day and age there are a huge number of people that are never at fault no matter what happens.   I try hard not to be one of those people.

I will also claim my failure in this adventure.   I probably should have picked up the phone before posting here.  After the first post came in suggesting I call, I felt stupid for not thinking of that myself.   

Anyway, long story short, I am satisfied with the end result of this, and will order from them again when they have what I need.  I also expect a few friends will want to build a cabinet after playing with mine.  I won't have any issues telling them to order from Paradise.

[armi0024]

Glad it worked out, and I may have the only byoac post from Kosrae now!

We actually do replace quite a bit of user error because we love this hobby and want to share. However, we try to avoid replacing things twice lol, enjoy!

[sharpfork]

I've ordered from them a bunch of times with zero issue.