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How Cineplex lost me as a customer...

Discussion in 'General Pinball Chat' started by dnewman, Jan 12, 2017.

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Do you find that Cineplex's takeover from Starburst has been good for the customer?

  1. Yes

  2. No

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  1. dnewman

    dnewman Active Member

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    I’ve been having trouble with the drop target on my Star Trek LE for ages. Whenever the mech attempts to raise the drop target, it doesn’t catch properly, drops, and the target rapidly and repeatedly attempts to raise it. I’ve tried the thin washer solution detailed on Pinside (I’m not the only one who has experienced this problem), and while it would allow the drop target to remain in the raised position, it was then difficult to knock it down with the thin washers installed, even with a direct hit. I had to remove the washers, but again, once removed, the drop target won’t stay up. You can’t reliably lock a ball under the Vengeance, as the drop target will cycle repeatedly, and there are other related problems.

    After toying with this endlessly, I contacted Chas at Stern to see if he had any suggestions to make it work properly. I explained to him that it’s a Star Trek, and obviously not still under warranty. He graciously went through troubleshooting with me, but in the end figured that it was most likely a mechanical issue, and that the drop target assembly might need to be replaced. Chas said that as I’d been having the problem for so long, he would goodwill exchange the assembly as warranty, even though it was now out of warranty, but that I would need to have Cineplex (the exclusive Canadian distributor) contact him to do the order for it. He told me that he could have the part shipped anywhere, but that it had to be arranged through Cineplex.

    I sent an email to Cineplex parts, explaining what Chas had suggested I do. The parts department at Cineplex forwarded it on to their service department, who replied simply that the machine is out of warranty, and that I would need to order the part at a cost of $289.95.

    Receiving this message, I called Chas at Stern back. I told him about the message I received from Cineplex, assuming there had just been a miscommunication, as Cineplex wanted to charge me close to $300 for the part. He was shocked at the price. He apologized and told me that Cineplex had contacted them, and stipulated that my machine wasn’t under warranty, told them I wasn’t the original owner, and that I would have to order and purchase the part from Cineplex.

    Helpful as always, Chas continued to help me try to find other possibilities in getting the drop target to work. At the end of the day, all I care is that my drop target works, regardless of the fix.

    I take no issue with Chas or Stern, as they went out of their way, in an act of goodwill to help me out. I don’t really believe I can say the same thing for Cineplex/Starburst/Playdium Store. Stern offered to help me out, and it seems that Cineplex told Stern that they can’t. It's really disappointing that Cineplex would take this kind of action on behalf of a customer, and if that’s the new Cineplex concept in customer service, I don’t want to spend another dime with them.
     
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  2. theyangman

    theyangman Member

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    Ouch

    Sent from my Pixel XXXL
     
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  3. DRANO

    DRANO Well-Known Member

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    Monopoly.... It's a wonderful thing :(
     
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  4. Chris Bardon

    Chris Bardon Well-Known Member

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    Strange that Stern couldn't just send the part out directly-I've gotten stuff from them direct in the past.
     
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  5. Beafraid

    Beafraid Member

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    Sucks. By Cineplex you mean Starburst? Any NIB pins I buy will be from Tommy at Nitro. I decided this a while back but have not yet bought anything. The best is that it will be a slap in the face to Cineplex because I would actually pick it up from them. I would call him and see if he can help some how. They are pinheads.

    Sucks but pins are a very small percent of their business so they don't really care. They are moving to a different location in the summer and will have a smaller showroom so they are actually not going to have many pins on the floor any more to play. If you want a pin you will have to play it else where and just order it from them.
     
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  6. Myles32

    Myles32 New Member

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    Sad that all they care about is screwing you over to make a buck. Best we buy pins in the US to avoid them making any money off of us.
     
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  7. ShootAgain

    ShootAgain Member

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    You should try to contact Michel Bergeron from Cineplex-Starburst Montreal and explain him the story. He his a top notch guy and I'm sure he can resolve your issue.
     
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  8. Fifty

    Fifty Active Member

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    I agree with Robert. Michel is top notch. I haven't had the pleasure of dealing with any of the Starburst guys in Toronto so I can't comment.
     
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  9. quarter grabber

    quarter grabber Active Member

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    Don't believe ShootAgain or fifty. Michel is a well documented dink. Sorry guys nothing against you but he's a straight up dink. Much better to deal with the Toronto staff. That being said I do agree chas and Stern are pretty darn good with their customer service and doug at the parts desk is really good to deal with as well at the Toronto starburst location.

    Now to dNewman I'm really sorry to hear this happened to you when I had a problem in the past I had Stern ship parts to the starburst satellite location in Ottawa and never had a problem or had to pay for anything. Now I too also had this problem with my ST when I first received it. I read on pinside that if you play with the spring attached to the drop target, I beleive make it tighter by stretching it out and hooking it on a tighter loop it will fix that problem. I did that to mine and it fixed it immediately. Have you tried that solution yet? I hope this helps you :-D
     
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  10. dnewman

    dnewman Active Member

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    Yes, I think this is definitely the root of the problem.

    This is what I've heard from many others too. Perhaps there's been a policy change?

    Yes, and now Cineplex Starburst is changing their name to Player One Amusement Group. I've heard nothing but good things about Tommy at Nitro, and that he provides excellent customer service. What would be really great would be for Tommy to become an official distributor, and end the monopoly of Cineplex.

    I agree that Doug is always helpful and a pleasure to deal with, but I don't really want to spend any more money at Cineplex Starburst (or whatever their new name is). Thanks for the tip about the spring... Chas has suggested adding a washer to that spring to add force, but I'll try your suggestion too. I have no experience with the Montreal office, so I can't comment.
     
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  11. Vengeance

    Vengeance Well-Known Member

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    FYI

    Buying a pin from Nitro is the same this as buying from Playdium. They are not going to care as they will still get their cut as Nitro has to buy their games from Playdium.

    The only way Playdium doesn't get a cut from a NIB Stern pin is if you buy it from the US.

    Sent from my SGH-I337M using Tapatalk
     
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  12. dnewman

    dnewman Active Member

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    #12
  13. Luckydogg420

    Luckydogg420 Member

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    My single drop target on GoT Pre has been a constant pain also. I think they're just poorly engineered, I've played with the spring and added washers, each new fix only lasts for a handful of games. My target doesn't bounce up and down, it just doesn't catch at the top and falls back down immediately.

    If you find a permanent solution, I'd like to know it.
     
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  14. Menace

    Menace Well-Known Member
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    It's been the same old song and dance for YEARS dealing with SB/Playdium/Cineplex or whatever the hell they feel like calling themselves these days. The fact remains they hold a monopoly and when it comes right down to it don't really care because they don't have to. Tommy and I had a nice long chat @ Expo last year and he has been pushing Stern for a proper distribution agreement with them for a long time but he just doesn't have the same buying power Cineplex does, which is what it all comes down to. I can just imagine all the scrambling that would happen over @ Cineplex if Nitro ever managed to secure a proper disti agreement! Can you say bulk customer service training courses? LOL

    Where you've already done the washer trick I would suggest you also try the weaker / stretched spring trick that QB mentioned as well. If you're still having issues, rip the mech out and bring it over and we can look at it. (I had to monkey with a client's Metallica in-line drop mech for the same reason)

    D
     
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  15. meegis

    meegis Well-Known Member

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    I had to do two different Metallica machines as well. The annoying part of met though is the stupid rods that go through all 3 drops with e clips everywhere.

    Painfully tedious, but works out in the end
     
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  16. dnewman

    dnewman Active Member

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    Success! Well... not with Cineplex, but the suggestion of stretching the spring seems to have worked! Thanks for the input, quarter grabber!

    That's the dream that get's me to sleep at night! :D
     
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  17. meegis

    meegis Well-Known Member

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    Only issue with this scenario is shipping will be added on top.
     
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  18. dnewman

    dnewman Active Member

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    True... but for an extra couple hundred dollars, I'd rather deal with Tommy at Nitro.
     
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  19. Beafraid

    Beafraid Member

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    I have got prices from Nitro that were the same or a bit better. That was before he knew I could just drive and pick it up from Starburst.
     
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  20. quarter grabber

    quarter grabber Active Member

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    I thought it would, it worked for me permenently. Never had to fix it again :happy:. Glad I was able to give back, as I have received so much help on this forum myself.
     
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