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Illinois Gaming Market

Preventative Maintenance: What Video Gaming Locations Need to Know

December 8, 2017

When you’re looking for a Terminal Operator, if anyone tells you their video gaming terminals (or VGTs) ALWAYS run smoothly and NEVER break down, that should raise big red flags. These are machines and, no matter how finely they’re engineered, machines break down. The key, then, isn’t to have VGTs that function flawlessly all the time, but to minimize the problems that can arise through preventative maintenance.

 What is preventative maintenance? This practice (sometimes referred to as preventive maintenance) involves the routine examination of a product or system to minimize future breakdowns of equipment. For VGTs, this can entail everything from cleaning the exterior of the machines to replacing internal parts — tasks that are typically, but not always, performed by Terminal Operators.

Download a cheat sheet of video gaming industry termsBeyond those scheduled check-ins, preventative maintenance ideally includes meticulous record-keeping of past inspections and specific servicing performed for each and every VGT. If this information is accurate and up-to-date, it means routine inspections, tests, replacements, upgrades, etc., should take place in timely fashion. And it can help technicians diagnose and find fixes for issues when they arise.

What does preventative maintenance for VGTs look like in practice? Take Accel Entertainment’s program: Introduced in 2014, it was designed by one of our service technicians when he discovered a few recurring issues in some of the VGTs at our licensed Illinois video gaming locations. In our system, trained members of our staff visit customer locations every 30 to 45 days to perform comprehensive checks of equipment, perform routine maintenance and thoroughly clean the VGTs. These appointments typically take less than an hour, and we’re generally able to schedule them outside of peak playing hours. After implementing this relatively simple regimen, the number of calls to our customer service line was dramatically reduced, as were the spot repairs required for the machines.

Preventative maintenance might be a simple concept, but it’s powerful. And it can be a real game changer for your video gaming operations. At the end of the day, both the Terminal Operator and business have a vested interest in the routine maintenance of VGTs – from a customer satisfaction and slot machine revenue standpoint.