Dream Arcades: Support and Service Guidelines
At Dream Arcades, we strive to take care of every customer for as long as they own their arcade. We've provided these guidelines so customers know how quickly and what types of support to expect.
If you experience any trouble during your delivery or immediately after, please call us right away. While we cannot guarantee we will be available at all times, we will respond as quickly as possible. If you do not receive immediate help, please contact our chat support.
For any issues or questions during your setup or initial use of your arcade, please contact us through chat, phone, ticket support, or email. Chat support is typically the quickest way to receive help. We aim for a one business day SLA for initial setup issues, but try to respond the same day whenever possible.
During the warranty period, opening a ticket is the best way to ensure a quick response. However, our chat support can often solve issues immediately, depending on the severity of the issue. If you are not sure, try both. You may still email or call us, but it might take longer to get routed to the correct person to best assist you.
For in-warranty support, we generally assist you through chat, the ticketing system, or remote access before making phone calls. However, you are free to call us instead, but except for simple issues we will not be able to fix problems immediately over the phone. Please feel free to request a phone call, and we will generally do our best to schedule one. In some cases, we may feel it's better to remote into your machine or attempt other support options before initiating a call. We strive to respond to all warranty tickets within a single business day, but occasionally may take up to three days.
Corporate Events or Shows: If your arcade is for a corporate event or show, please let us know the details ahead of time, well before the event. We can usually arrange for priority support during normal business hours. If you need weekend or guaranteed support, ask your sales representative about arranging extended support.
Our support agents will call a customer for pre-scheduled support calls at least twice, and leave a message if you are not available. If you are less than 20 minutes late for your support call, please call our mainline, as we will still try to assist where possible. Sometimes, if a customer misses their support time, we may need to reschedule if we feel it might impact other support calls (for example, if we have a call scheduled after your call).
Out-of-warranty support is provided to the original customer for the lifetime of your arcade. However, we will limit phone support to an as-needed basis. Otherwise, we still provide the same level of free support as enjoyed during the original warranty period. Any software or hardware changes may impact and, in some cases, limit our ability to support an arcade. When this happens, we will provide our best opinion on how to best address the issue. When possible, we will provide replacement parts to original owners at a reduced price. In some cases, you may be required to remove parts of the machine (such as the CPU) for us to inspect and/or repair. More details about support charges are below.
Third-party support is provided free of charge but on a best-effort basis. While third-party buyers are encouraged to contact us for support, phone support is not available for third parties. Additionally, any changes made to the arcade may affect or negate our ability to provide support.
Out-of-warranty repairs: Dream Arcades generally provides replacement buttons, joysticks, and microswitches free of charge for original U.S.-based customers. We will notify you of any fees or estimated fees before we repair an item and get your approval before proceeding. Our hourly repair rate is $125 an hour. Discounts to this rate are automatically given to all first-party customers when available. Our hourly rate may change without prior notice.
These are guidelines; nothing in this document should be taken as a promise, legal contract, or guarantee, and it is subject to change without notice. During the holidays our response times may be longer than normal.
If you have a support need outside the scope of this document, contact support@dreamarcades.com, and we will do our best to assist.