Guarantee and Warranty Policy
At Pinball Machine Europe, we pride ourselves on providing high-quality machines backed by robust warranties tailored to suit different users. Our aim is to deliver excellent service, technical support, and solutions to ensure your experience with our products is hassle-free. Please review the details of our warranty policy below:
Warranty Coverage by User Type
1. Home Use
•Duration: 2 years for the original purchaser.
•Coverage: Parts (excluding consumables such as bulbs, LEDs, and rubbers) and labor.
•Support: FREE lifetime technical support.
•Conditions: Warranty is non-transferable and only applicable to the original purchaser.
2. Office Use
•Duration: 12 months for low to medium-use games (maximum average of 400 games played per month).
•Coverage: Parts (excluding consumables such as bulbs, LEDs, and rubbers) and labor.
•Support: FREE lifetime technical support.
3. Operator Use (Commercial Use)
•Duration: 3 months for on-site revenue-generating machines.
•Coverage: Parts and labor (off-site repairs).
•Support: FREE lifetime technical support.
Technical Support
Our technical team is always ready to assist you:
•Contact us a +49 176 8864 2287 or via email at sales@pingballmachineeurope.eu.com Support.
•Most issues can be diagnosed via telephone, email, Skype, or FaceTime.
Specific Warranty Details
Board Faults (PCB Issues)
•If a PCB-related fault occurs, you will be advised to return the specific board to us for repair or replacement.
Playfield Defects
•Playfield issues are subject to the manufacturer’s warranty. Unfortunately, most manufacturers do not offer coverage for such defects, and our warranty is aligned with their policies.
Critical Repairs and Call-Out Services
•Critical Faults: For major issues that render the machine non-functional, we can arrange for an engineer to visit your home for repairs. This service is free in non-restricted locations.
•Routine Maintenance: For routine pinball maintenance, customers are expected to either handle minor repairs themselves with our guidance or contribute to the cost of an engineer’s visit.
•Call-Out Costs for Restricted Areas: Remote locations, including parts of Scotland (excluding Edinburgh/Glasgow), Norfolk, Suffolk, Devon, and Cornwall, may incur call-out charges (typically £150-200).
Additional Benefits
Satisfaction Guarantee
•You may exchange your machine within 14 days if you are not fully satisfied (subject to conditions and exclusions for special orders).
Software Upgrades
•Stern Pinball Software: Free upgrades are available upon request. Check Stern’s website to confirm your machine’s software version, and contact us for assistance.
•Jersey Jack Pinball Software: Updates can be downloaded directly from Jersey Jack Pinball.
Important Notes
•This warranty applies to customers in Europe only.
•Revised policy reflects updates made on:
•16 March 2023: Geographical restrictions added.
•26 February 2022: Playfield defects clause included.
•1 March 2019: Office user warranty clarified.
•15 November 2016: Warranty non-transferability specified for original purchasers.
At Pinballcop, we’re committed to delivering outstanding customer care and support. If you have any questions or concerns, please don’t hesitate to reach out.