If anyone complains about a machine, the best solution is to apologize and say that the machine may be faulty and you will check it out.

Sending $2.00 in the post or a soft toy will cost, but what is the long term cost of a repeat player deciding not to play again or the bad publicity of a disgruntled former player? Instead of focusing on the cost, focus on a happy player who won a prize and who will happily play again and tell their friends about how great the customer service is. This could be great value advertising!

We have a choice between a long term disgruntled ex player (people have long term memories and happily share them with others), or a rejuvenated player who just won a toy and is keen to put more money in the crane. Which will you choose?

While the vast majority of complaints are genuine, it's advisable to keep a record so you can identify any people who are attempting to rip off the system.