Rec Room Masters: Road to Redemption (a correction, a tutorial, and a thank you)
I want to clear up some past issues I thought I had with Rec Room Masters (RRM). Most of them came down to me not following directions, and I sincerely apologize to Danny and Carlos, the owners. I went to the site and immediately clicked on the cabinet I wanted, which was my first mistake. So here's an accurate walkthrough of the right way to order, followed by how they handled the problems I did run into.
How to order the right way
1. Start at the homepage. Go to https://recroommasters.com/ and scroll near the bottom to the "Popular Products" section (which I didn't do!).
2. Find your product, then scroll to the very bottom of the product page. This is where the info I said was missing actually lives. There's a tabbed section with Description, Reviews, Add-On Details, Artwork Details, Size Information, and Shipping Information, plus a full feature list and recommended monitors/TVs. My earlier statement about a lack of communication was incorrect, and I apologize for that. Also check the Artwork and Add-Ons selectors at the top of the product page before you order, since they affect what you're buying.
3. Use the official Instructional Videos page. This is where my earlier info was most off. Instead of using the Instructional Videos page on RRM's site, I went straight to YouTube, and that was my biggest mistake. You'll find it under Support → Instructional Videos in the top menu. It has assembly videos for each cabinet style, plus guides for the monitor/TV install, artwork, speakers, coin mech, and more. The Support menu also has FAQ's and Assembly Docs & Product Manuals if you prefer written instructions.
The issues I ran into
At RRM's request, I emailed them specific photos and a description of my problems:
- Amplifier/control board: The screw would not tighten in this hole.
- Cam lock panel: The cam lock wasn't flush and didn't align, so the screw couldn't catch.
- Side panel: Two open holes because the cam locks didn't align, leaving no screw support.
- Bezel/plexiglass: The bezel was warped and didn't sit flush. It appeared too long for the plexiglass slot, and you could see a gap along the edges.
How they made it right
After some back and forth and a few troubleshooting attempts, I was ready to skip the fixes and leave everything as is, since none of the issues kept me from enjoying the cabinet. Danny and Carlos were adamant about resolving them. After a bit more discussion, they asked where I'm located (not far from RRM headquarters, btw) and offered to swap my cabinet for a new one. I agreed and was told it would take a while.
About two weeks later, Danny or Carlos (I can't remember which) reached out to ask what the rest of my week looked like. Once we confirmed a time, they headed to my place with the replacement cabinet, which already had the base and top portion installed and the artwork applied.
Meeting both of them was awesome. They're stand-up guys and super friendly, and we chatted about the business and why they decided to buy Rec Room Masters from the previous owners. They assembled the rest of the cabinet and made sure the bezel fit and the monitor sat flush (it does). They also gave me a new amplifier and let me keep the old one. Carlos wiped down the front and back of the plexiglass, cleaned the bezel, and reinstalled my mounted monitor.
Carlos did mention that he and Danny can't do this for every customer, since not everyone is local or within a couple hours' drive. But he said they'll do everything in their power to resolve every customer's issues, and after today I have no doubt in my mind that they will.
Takeaway
The ordering confusion was on me, but the hardware issues were real, and they handled those exceptionally. If you run into a problem, contact them directly and send photos. Check the Support section first, since most of what you need is there.
My dad used to tell me, "You get one chance to make a first impression, but there is always room for redemption!" Danny and Carlos from Rec Room Masters proved that. Thank you, and my apologies again.
