Hours of Operation
Our business hours are from 9:00am to 5:00pm Central Standard Time (CST), Monday through Friday. You may reach someone in Technical Support and Customer Service during these hours. Certain times are busier than others depending upon the availability of staff, number of calls, etc., so please leave a message or call back later for assistance if you cannot get through. If you do leave a message, we will make every attempt to return all messages the same business day, however, we do ask that you allow up to 24 hours for a return call.
Order Cutoff Time
In order to provide enough time to enter orders, pull parts from inventory, package them, and get them shipped the same day, all orders need to be received by 1:00pm CST. For emergency orders received after 1:00pm CST, we will try our best to ship, but cannot guarantee it.
If a part is not available when you place your order, you will be notified of this, and, upon your approval, the part will be placed on backorder. You will also be asked to specify at the time of the backorder the shipping method you prefer for the item(s) not shipped. We will then ship the part to you when we receive it from our vendor.
It is your responsibility to notify us if you no longer wish to accept the backordered item. Once the part has been received and shipped to you, we will only accept a return to stock following our policy, which includes a restocking fee.
Items will be accepted for return to stock under the following circumstances only:
• Part was shipped less than 30 days prior to request for return.
• Part was not a "special order" item.
• A 20% restocking fee will be charged.
• No credit will be issued for freight.
• Part must be returned unused, undamaged, and in original packaging.
BANDAI NAMCO AMUSEMENT AMERICA INC. will pay for replacement parts to be shipped to the customer for parts found to be defective under warranty. The method of shipping will be as follows:
• For failures occurring within the first week, Red, or overnight shipping service will be used.
• Failures after the first week through the end of the warranty period will be shipped Orange, or 3-day service.
• Heavy items not essential for game operation will be shipped Ground or best way.
Proof of ship-date from distributor may be requested to verify shipping method to be used.
Customer is responsible for returning the defective part(s) back to BANDAI NAMCO AMUSEMENT AMERICA INC. within 30 days, prepaid. Failure to return the defective item within this specified time may result in BANDAI NAMCO AMUSEMENT AMERICA INC. refusing shipment of the returned part making the invoice due immediately.
Minimum Order Amount
Minimum order amount has been set at $35.00. Orders for parts which do not total $35.00 will be shipped at this amount unless additional parts are added to make the total equal to or greater than $35.00, exclusive of freight charge.
A shipping and handling charge of $50.00 is now added to all shipments which require a pro-forma or commercial invoice to be generated. This covers paperwork, handling, and regular shipping of a parcel weighing less than 2 pounds. Additional charges will be incurred for special shipping requests and heavy or large orders.
We do not drop-ship for domestic distributors to international locations. We will ship the parts to the distributor's U.S. address where it then becomes the responsibility of the distributor.
Electronic Component Availability
BANDAI NAMCO AMUSEMENT AMERICA INC. does not stock electronic components for resale to customers. Please contact a local electronics component dealer such as Fry's or Radio Shack for your component needs.
Repair Services Policy
Requests for repairs should be called into Technical Support. Please do not send in a board until you have spoken with a Technical Support Representative about your problem and have a Billable Repair (BR) or Return Material Authorization (RMA) issued. Calling in could result in troubleshooting the problem on the phone and not having to return your board. Failure to do so could result in your board being returned to you without service.
Out of Warranty Repairs
A Billable Repair (BR) number is issued for boards that need repair and are out of warranty. Repairs carried out at our facility are done on a time and material basis. The current shop rate for these repairs is $85 per hour. Boards determined to be irreparable, or where no problem can be found will be billed a minimum one hour labor charge.
An outsource repair option is sometimes used. These repairs are performed at standard rate.
We also offer, depending upon the availability of parts, a premium service on an out of warranty board. The cost for this advance replacement program, which provides a replacement for immediate shipment, varies but is typically between $400 and $500. The return of the defective part is secured by a purchase order number and is handled in the same way as an RMA, except all shipping charges are the responsibility of the customer.
Repair Turnaround Time
We realize that "time is money" for our customers, and are focusing on providing the shortest possible turnaround time to you. This is currently averaging 5 to 7 working days after we receive the defective part.
Should your board require outsourcing to our original manufacturer or vendor, the turnaround time, and costs, could possibly increase. You will be notified should this occur and asked for your approval to proceed.
Freight Charges and Damages on Repairs
All shipping charges incurred are the responsibility of the customer for out of warranty repairs. Any damage noted on the board after it is returned to you must be reported in writing to NAMCO AMERICA INC., and the freight carrier within 25 days of receipt of the freight. Failure to do so will void any shipping damage claims against BANDAI NAMCO AMUSEMENT AMERICA INC.
Testing and Burn-in
All boards returned are thoroughly tested and burned in prior to return to ensure the repairs have been successful.
All material repairs are warranted for 30 days from the date of shipment of the repair. Failures as a result of defective materials or workmanship in this period will be covered under warranty.
Failures in this warranty period where symptoms are different than the original reason for return of the part will not be covered under this warranty.
Items to Return for Repairs
Be sure to package the board securely and safely for return. Indicate clearly on the outside of the box the BR or RMA number that has been assigned for this repair or return. You should also speak with the Technical Support Representative on what specific items should be returned for each repair and any particular shipping and packaging instructions. This can vary depending on the symptoms of the problem and the type of game being returned. You should also include a copy of the purchase order and a note with more details of the reported problem.
Failure to follow the above instructions could at minimum delay your repair. It could also result in the board being returned to you if we are unable to determine why it was returned to us. BANDAI NAMCO AMUSEMENT AMERICA INC. does not cover loss or damage to parts returned.
If you have any questions about these policies, we recommend that you contact our Customer Service Department for further information.