While our machines are designed to operate reliably with minimal attention, occasional issues can happen—just like with any equipment placed in a public space. The good news is that store staff are never expected to troubleshoot or resolve problems themselves. Here’s exactly what to do if a situation comes up.
If a Customer Loses Money or Doesn’t Receive a Prize
If a customer reports losing money or not receiving a prize, the best response is simple reassurance. Let them know the machine is managed by A&M Amusements and that support information is clearly posted on the machine. Customers can contact us directly for assistance, and we’ll make it right. If a customer loses money or doesn’t get a prize, they can contact A&M using the information posted on the machine. Every payment, card or cash, is recorded with the time, so we can verify the claim and refund the customer directly, usually the same day. Your staff never has to open the machine or hand out money.
If the Machine Stops Working or Appears Jammed
If a machine becomes unresponsive, jams, or stops operating, staff should not attempt to reset or open it. Simply notify us using the contact information provided on the machine or your location contact method. If appropriate you can place our “out of Order” sign on the machine until our technician arrives.
We aim to have any malfunction repaired within 72 hours of being notified.
If the Machine Loses Power
Occasionally, machines may lose power due to outlet issues, tripped breakers, or power interruptions in the building. If it’s safe and easy to do so, you may check whether the outlet is still receiving power or if a breaker has tripped.
If power cannot be restored easily, just let us know. We’ll take it from there. Staff should never move the machine or attempt electrical repairs.
If the Machine Is Damaged or Vandalized
Please let us know within 24 hours by calling (949) 274-2486. If anything was stolen or broken into, we’ll also ask for a police report number.
If possible, please take a picture of the damage for us.
We handle repairs, replacements, and next steps directly. Your role is simply to alert us and keep the area safe if needed.
Your Role: Simple and Stress-Free
Our partnerships are designed to be hands-off for your business. You’re never responsible for repairs, refunds, or technical decisions. When something doesn’t look right, the only thing you need to do is let us know.
If you ever have questions or aren’t sure how to handle a situation, reach out—we’re here to support you and keep everything running smoothly.
Have a question about a machine in your location? Contact A&M Amusements anytime—we’re happy to help.
