Arcade1Up Customer Service: Complete Guide for Repairs, Returns, and Parts

Contact channels and realistic response expectations

If you need help from Arcade1Up, start at the official support center: https://arcade1up.com/pages/support. That support portal is the primary intake for warranty claims, replacement parts orders, and technical troubleshooting tickets. Filling out a web ticket through the site ensures your request is logged with an order number and timestamp, which matters for warranties and escalation.

Expect an initial automated confirmation immediately and a human response within 48–72 hours in most cases. Live-chat availability and phone support hours change seasonally; when you open a ticket include local time zone availability so agents can schedule a callback. If your purchase was through a retailer (Walmart, Best Buy, Amazon), open a retailer return first—retailers often have 15–30 day return windows which can be faster than a manufacturer RMA.

What to prepare before contacting support

Proper documentation reduces back-and-forth and speeds repairs. Have the following ready when you create a ticket or call a representative:

• Order number or proof of purchase (receipt, invoice, retailer order ID) with date of purchase and delivery date.
• Unit model name and SKU (e.g., cabinet title printed on the box), serial number from the cabinet label, and photos of the product label or barcode.
• Clear photos and short video clips showing the fault (power light behavior, monitor artifacts, joystick movement), plus photos of the shipping carton and any external damage if delivery damage is suspected.
• Exact description of any troubleshooting already performed (e.g., tested a different outlet, reseated ribbon cables, swapped buttons) and tools used.

Providing these items up front moves your case from “triage” to diagnostic stage. For shipping-damage claims, carriers and Arcade1Up typically require box condition photos taken within 24–48 hours of delivery; missing those photos can void a damage claim.

Warranty, returns, and typical replacement parts pricing

Arcade1Up cabinets are covered by a limited manufacturer warranty for defects in materials and workmanship; length and coverage depend on the point of purchase and the promotional terms in effect at the time of sale. If you bought through a major retailer, that retailer’s return policy often takes precedence for early returns (usually 15–30 days). For after-warranty repairs, parts and labor policies apply.

Common replacement parts and approximate price ranges (useful for budgeting) include the following components and typical aftermarket/official prices. Prices vary by model and availability; order early for backordered items that can take 2–6 weeks to ship.

• Buttons: $1–6 each, depending on LED and microswitch type.
• Joysticks: $10–40 for standard 8-way or 4-way units.
• Control panel overlays and plexi: $15–60 depending on full-panel vs. small overlay.
• Power supplies and wall warts: $25–70 depending on voltage and connector.
• Game PCBs / main boards: $40–200 for replacement boards or single-board computers used in newer cabinets.

Troubleshooting common issues step-by-step

Start with the basic, repeatable checks: verify AC power at the outlet with another device, confirm the cabinet’s power switch position, and visually inspect all connectors behind the control panel and monitor for loose ribbon cables. Loose harnesses and factory connector pins are the single largest cause of intermittent failures reported during first 30 days.

For audio/visual faults, note whether the monitor shows a backlight, if there are on-screen menus, or if the screen is black with sound. For control problems, check for dirt or misaligned microswitches and test each button using an external input tester or a simple continuity check. Record each step and the outcome—clear, reproducible failure modes make warranties and parts replacements much faster.

Repair options, DIY guidance, and professional service

If you are comfortable with basic electronics, common repairs (button swaps, joystick replacements, connector reseating) are straightforward and often completed in under an hour with hand tools. Recommended tools include Phillips and flat drivers, a multimeter, needle-nose pliers, and a soldering iron for any wire repairs. Always unplug power and discharge capacitors where applicable before working inside a cabinet.

For complex issues (monitor controller board repairs, power supply failures, or software/firmware corruption), factor in labor rates if you choose a shop—expect repair shops to charge $60–120 per hour, with many smaller repairs being a one-hour minimum. Consider official parts from Arcade1Up when possible to preserve fit and finish; aftermarket parts are cheaper but may require modification.

Escalation, documentation, and consumer rights

If initial support is unsatisfactory, escalate by replying to your support ticket and requesting supervisor review; include your prepared documentation, timestamps, and the desired remedy (replacement, repair, or refund). For purchases made with a credit card, you may have additional protections—contact your card issuer within 60–120 days for disputes if the seller cannot resolve a legitimate warranty or delivery issue.

Keep a written record of all contacts (dates, agent names, ticket numbers) and file carrier damage claims within 48–72 hours. If a resolution still fails, consider filing a complaint with the Better Business Bureau or your state’s consumer protection office; small claims court is an option for quantifiable losses under your state’s jurisdictional limits.