Arcade1Up Customer Service: Professional Guide for Owners

Where to Start: Official Support Channels

Begin every service interaction at Arcade1Up’s official customer service portal: https://support.arcade1up.com/hc/en-us. That help center is the primary queue for warranty claims, replacement parts, and technical troubleshooting articles. Using the web portal creates an official ticket number and timestamp, which you will need for RMAs and escalation.

If you purchased through a third-party retailer (Amazon, Walmart, Best Buy, Target), open a ticket with Arcade1Up after checking the retailer’s return window. Retailers control initial returns for unopened or factory-faulty units; Arcade1Up handles warranty repairs and part replacements once ownership and out-of-box issues are established. Keep your order invoice and serial number available before contacting support.

Warranty, Proof of Purchase, and What to Expect

Arcade1Up provides a limited warranty that covers manufacturing defects but excludes normal wear, abuse, or modifications. Exact warranty length depends on model and country of sale, so verify the warranty terms printed in the cabinet manual or on the support portal. If you cannot find the card, the support ticket will ask for proof of purchase (order number, date, and seller) and the cabinet serial number.

Common documentation required for warranty claims includes dated purchase receipt, photos of the defect, and a photo of the unit’s serial number. Serial numbers are typically located on a sticker on the rear panel or inside the back access door near the power inlet; take clear photos showing the sticker and surrounding area. Without these items, Arcade1Up may deny coverage or require a paid parts order.

Step-by-Step RMA and Returns Process

Initiating an RMA (Return Merchandise Authorization) begins in the support portal. After you submit the initial ticket with photos and proof of purchase, Arcade1Up’s support team responds with diagnostic steps. If the issue is confirmed, the team issues an RMA number and instructions for shipping or parts replacement. Always follow the RMA number format shown in their reply and place it on the outside of any package.

Ship returns only when instructed. Arcade1Up typically directs customers to pre-authorized carriers or provides prepaid labels in confirmed warranty cases. For non-warranty or out-of-warranty repairs, expect cost estimates prior to authorization. Keep shipment tracking and insure packages for the replacement part value; cabinets and monitors are fragile and claims are harder to resolve without insurance and tracking evidence.

Information You Must Provide for Any RMA

• Order number, retailer name, and purchase date (invoice or screenshot).
• High-resolution photos: full cabinet, close-up of defect, serial number sticker, and packaging condition if shipping damage.
• Detailed description: model name (e.g., 3/4-scale Street Fighter II), control issue or error message, and steps you already tried (power cycle, reconnect connectors).
• Your full contact information and a preferred shipping address (note: some RMAs require the original purchaser’s address).

Troubleshooting: Practical Steps and Common Failures

Quick fixes often resolve 70–80% of reported issues. Start with these checks: verify AC outlet voltage (110–120V in U.S., 220–240V elsewhere), ensure the IEC power cable is firmly seated, check fuse location (behind access panel), and re-seat ribbon/power connectors on the PCB and monitor. Document each step so support sees you followed standard diagnostics.

Frequent failure modes are: joystick microswitch failure, sticky buttons, loose video ribbon cables causing display dropouts, and power supply failures. For joysticks and buttons, replacements cost typically $10–$40 per item; control panel overlays are $20–$100. If the monitor shows no image but power LED is on, photograph the cabinet control board and message text (if any) and include those in your ticket.

Parts, Costs, and Third-Party Options

Arcade1Up ships OEM parts for most models, but lead times can vary—expect 7–21 business days for common items and longer for limited-edition or discontinued components. If the part is out of stock, support will either place you on a waitlist or suggest a paid replacement. Typical out-of-pocket prices (approximate, USD) range: joystick $15–$50, arcade button $5–$15, replacement power supply $25–$90, LCD panel $120–$300.

Third-party suppliers and the Arcade1Up community (Reddit r/arcade1up, Facebook owner groups) provide proven alternatives and often faster shipping. When using non-OEM parts, note that doing so may void future warranty coverage; document any pre-existing defects with photos before self-service repairs to avoid disputes.

Escalation, Legal, and Retailer Return Nuances

If initial support responses are unsatisfactory, escalate by replying to the ticket and requesting supervisor review; include a clear timeline, ticket number, and all prior correspondence. For purchases through retailers, you can often secure a replacement or refund directly within the retailer return window—Amazon and Best Buy typically handle returns faster than direct manufacturer support for immediate exchanges.

Keep records: ticket numbers, dates of communications, shipping tracking, and invoices. If a dispute remains unresolved, you can escalate through your payment provider (credit card chargeback) or consumer protection agencies—these are last resorts and usually require documented attempts to resolve via Arcade1Up support and the retailer.