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Business Profile

Arcade

Focus Attack LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:07/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22053880

    I am rejecting this response because:
    The picture that I summited had brief instructions on it for lining the image up and was made with the template so it fit perfectly. The choice to make the image too big was a deliberate unneeded action. Also, rather it be the text on the side of my image which convey that changes can be made, the fact that I mention ***** bleed line on the image its self for proper lining up of the image, or the overall look of the picture which they should be very familiar with, all indications show that this was made with the template in editing software. 
    I also do not except the demeaning and discriminating position of being a less valuable customer because I submitted a PNG instead of a PSD.

    Regards,

    *************************








    k if they wanted me to give any marks to help with lining it up. I put the same offer on the side of my picture ( the blank area that doesn't get printed) along with some guidance telling them that my image is made to site on the bleed line. This by it's self should of been enough for them to know how to line my image up. In contacting customer service I gave them all of the information that they needed as well as a number of pictures. They are not willing to give me a decent print and now management has threatened to retaliate against me if I seek justice, saying that I will be black listed. I can send you a copy of all of the emails that we have shared. I have been trying to work with them and never gave them any reason to threatened me like this. Feel free to email me for emails and pictures. To little room here. Overall everything that they have done from the production of my product to the lack of customer support has been lazy and unprofessional.

    Business Response

    Date: 07/29/2024

    Greetings,

    As stated in our customer service exchange, our policy for orders without a template are as follows:

    "...Please note that this does NOT prevent your artwork from printing, but without a template, you waive your right to request a correction due to improper printing.  Due to time constraints to ask each customer to send a correction, orders with warning notices will not qualify for HOLD status." For others reading, here is a link to our policy:

    *************************************************************************-What-does-Warning-Template-not-provided-mean

    The artwork was not submitted without a template. When customers do this, we warn them via the tracker that without a template, we will make adjustments such as resizing, flipping, rotating, etc. to work with the dimensions of the Fightstick model. As mentioned in the customer exchange, using a template then removing it does not provide our creative staff with beforehand knowledge that a template was used. We use the template to align the artwork as expected, then remove the template guidelines for printing.

    As stated in the customer exchange, we encourage you to submit a PSD file if your app can export to it. If you can't, don't or choose not to, that falls within our policy to attempt to make it work, and waive your rights to a reprint. 

Focus Attack LLC is NOT a BBB Accredited Business.

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