Focus AttackReviews of focusattack.com

Response from Focus AttackFeb 20, 2025

Greetings, As before, this message is for others reading and the reviewer. I thank you for providing photos after our initial response to the negative review asking for an opportunity to rectify. Looking at the photos, one thing I noticed right away is the distance of the actual joystick lever from the buttons. The joystick in the RAP V (Japan Import) is closer to the buttons, whereas your hardware appears to have it further away. This looks like a Hori RAP 4 Kai. To explain further, I attached a screenshot showing the two layouts together. In red is the RAP V (Japan Import). In Blue is the USA RAP 4 Kai. Notice that the RAP V (Japan import) has the buttons lower and lever closer to those buttons. The template shown in your screenshot from Arcade Shock LAYERS. I then downloaded their RAP V and RAP 4 Kai templates from their website. I found that you downloaded the RAP 4 Kai template instead of RAP V. The second screenshot I attached overlays the LAYERS RAP 4 KAI template with their RAP V Japan Import template. I overlaid this with the original LAYERS template that you sent us. We provide our own Photoshop templates for every custom product we service. In each template we name the model clearly. This helps the customer ID the product template matches the model they own - provided they know which model they own. With the Hori RAP series, this is complicated by the fact they made several RAP models with slight variations to layout. Since LAYERS does not display which model the template is for, and the model you actually own is a RAP 4 Kai but instead requested RAP V Japan import, it's possible that both instances led to the issue we're now facing. To summarize: - You requested us to cut for RAP V (Japan Import) - You actually own the RAP 4 Kai, which has the buttons higher and lever placed further from the buttons. - You downloaded the RAP 4 Kai LAYERS template instead of RAP V. - We cut for RAP V (Japan Import) as you requested. I wanted to explain this clearly because the review implied that we made a mistake in cutting the artwork. It appears that the wrong cut was requested for the hardware. You need the RAP 4 Kai, not the RAP V Japan Import. This response echoes the reply we sent to you by email. We offered a discounted replacement unit as a courtesy despite the customer mistake, and hope you may consider adjusting your review. If Trustpilot would allow retailers to attach photo evidence we would, but they do not.

Response from Focus AttackJun 24, 2021

Matthijs, as stated in my ticket response I would also reply here. For anyone else reading this, I explained to him that I would not have recommended LS-32 as our agent did at the time, given the mounting constraints of the Agetec. Our agent Joe is often quite attentive to tickets, so I am investigating why Matthijs' reply to the ticket on Monday was not responded to as of today. Often if a ticket doesn't cannot be answered right away, agents are to reply stating they are looking into it. This keep communication immediate and customer knows we're aware and working on a solution. I have refunded the LS-32 joysticks that were purchased, and will continue to investigate the ticket responses.