What Happens If you Have Machine Damage Upon Delivery

As hard as we try to properly package and care for the machines, some of them inevitably will become damaged in transit. So we deal with different severities of this. The most common being having broken or bent feet since we use them as anchor points. And we have seen them flipped off the back of the truck, speared with forks, and a number of other scenarios. Except for the most severe cases, we usually send what is needed to mitigate the issues and everything is all good.

When a report of this comes in, we may seem a bit desensitized to it because we deal this fairly often to some degree, and always end up meeting and even exceeding the client's expectations. But rest assured that we do take all of this seriously and understand that getting a brand new machine damaged is painful to say the least. So please don't mistake our confidence in the process with a lack of urgency or attention, as we have proven workflows to handle most issues like this as quickly and painlessly as possible.

If a few parts can be sent to mitigate the damage, we tend to go that way since we can usually get that wrapped up much faster than thinking about swapping machines. In fact, sending a replacement machine because the original was damaged is pretty rare. If that does happen, the machine is refurbed by a Thunder USA tech and is resold with full warranty at a small discount since its not technically new anymore. But these refurbs are just as solid as all the other machines so it's hard to destroy a thunder to the point where it can't be repaired and reliable. I think we've only scrapped maybe 2 out of the thousands of machines in the population because we felt it would not be repairable.