Why Reliability Matters: Building Trust in the Clone Hero Community
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The Clone Hero and Guitar Hero controller market has seen its share of challenges over the years. Long wait times, unfulfilled orders, and communication breakdowns have affected customers across different sellers. It's a pattern that creates uncertainty for buyers and makes it harder for reliable sellers to build trust.
As someone who started Ajax Custom Guitars at the beginning of this year, I've thought a lot about how to build a business that works differently.
Why This Matters
When sellers don't follow through, it affects more than just refunds and complaints. People lose momentum on their Clone Hero journey because they can't get the equipment they need. The distrust makes it harder for everyone trying to operate honestly in this space.
How I Approach Things at Ajax Custom Guitars
I've seen the challenges with the pre-order model – longer wait times, more back-and-forth communication, uncertainty on both sides. So I built my business differently from the start.
What's on my website is built, tested, and ready to ship. Period.
Here's what that actually means:
The Testing Process
Every controller goes through comprehensive testing before it ever gets listed:
- Electrical tests to ensure everything's wired correctly
- Programming to verify responsiveness
- Mechanical tests – are the frets firing properly and comfortable to play? Does the strum bar work correctly?
- A settling period of 1-2 days after assembly
- A second brief play test after things have settled
If it's listed on my site, it's ready to go out the door.
Communication That Actually Works
My phone is always within reach. Customer inquiries get responses same day, latest within 24 hours. No disappearing acts, no excuses about being "too busy" to respond while still accepting new orders.
When you reach out, you get a real answer from someone who actually knows what's going on with your order.
Standing Behind My Work
I fix or replace defects that were no fault of the customer at no cost. If your guitar arrives DOA (hasn't happened yet) or something's unresponsive that can't be fixed through my Configurator software, I make it right. No questions asked.
If there's severe damage from shipping (also hasn't happened – I package these things almost excessively), it's an immediate return or exchange. I don't gaslight customers about issues. I don't have to, because the quality is that good.
The Business Model That Makes This Possible
People always ask how I can afford to keep inventory ready to ship instead of taking money upfront through pre-orders. Fair question.
I made an initial investment in this business and reinvested 100% of proceeds for my first six months. This allowed me to scale faster, buy components in bulk (I just bought a run of 100 manufactured board sets for the holidays), and maintain cash on hand for supplies and R&D into new products.
It's harder upfront, but it's sustainable long-term. More importantly, it means customers get what they paid for immediately, not in some theoretical future that may never arrive.
Custom Builds: A Different Approach
I take 2-3 completely custom projects per month, and those work differently out of necessity. Here's how I handle them:
We start with a consultation, then I generate a plan. If it's something I can source domestically or mostly have on hand, the process moves faster. If it involves custom PCBs and parts from overseas, I give updates as things progress – when parts arrive, where the build is at, etc.
The only upfront costs are for parts and materials I don't normally stock. And I always give a longer timeline than necessary so I can deliver sooner than expected rather than making excuses about delays.
Why I Actually Care About This Community
I'm not just selling controllers – I'm an avid Clone Hero player myself. I played the original Guitar Hero games constantly in my teens, spent college playing Rockband while studying to be an orchestral trumpet player, and I've been deep into Clone Hero this past year after a brief hiatus.
What I love most about this community is that the majority of people genuinely love music and support players at all skill levels. Gatekeeping is minimal. Charters create everything from accessible songs for beginners to ridiculous challenges for the elite players, with everything in-between. People host tournaments – both in-person and online – often paying for prizes out of their own pockets just to get people engaged and skilled up.
I've heard from customers that they were hitting new personal bests right out of the box when switching from stock or vintage controllers to mine. Equipment quality matters. When someone can't get the tools they need because a seller disappeared with their money, it doesn't just hurt their wallet – it kills their momentum and excitement for the game.
Transparency in Practice
When you order from Ajax Custom Guitars, you can verify what you're getting before you commit. I'm happy to send photos of the actual guitar you'll receive, and I can do a brief play test video if needed.
I live stream gameplay on Twitch regularly (with plans to hop on TikTok live as time permits – I'm usually on very late at night), so you can see the controllers in action. I share what I can about my process without giving away proprietary details. I've posted before-and-after shots of Xplorer builds, some manufacturing processes, and general updates on what I'm working on or innovating toward.
The Players I Support
I sponsor both CraftiePlays and LeftyGod, two talented players I'm proud to call friends. Craftie reached out after purchasing a guitar on Etsy, and I met Lefty through Craftie's community. They're affiliates for Ajax Custom Guitars, but it's not an exclusive arrangement – I actively encourage them to try controllers from other makers and remain open to other sponsors. They have complete creative freedom and happen to play my guitars while offering discount codes that help them earn from their streaming and content creation. Their feedback as serious players directly informs how I improve my products.
How to Spot a Reliable Seller
With uncertainty in the market, here's what to look for when choosing who to buy from:
Check ratings and recent reviews. Look at whether they're honoring delivery commitments and quality standards.
Watch for communication patterns. Are they responsive? Do they provide clear timelines?
Look for transparency about their process and business model.
Consider whether they're selling existing inventory or asking for payment on products that don't exist yet.
What I Want to Hear From You
I get direct feedback from the players I sponsor about what they need from their controllers. But I want to hear from the broader community too. What features are missing? What problems need solving? What would make your Clone Hero experience better?
Generally, if it's feasible, I can source components and implement changes within a few weeks – sometimes sooner if it's straightforward. This business exists to serve the community, and that means listening to what players actually want.
The Bottom Line
Reliability comes down to doing what you say you're going to do and standing behind your work.
Every controller I ship is already built, tested, and ready to help you improve your game. No extended wait times, no uncertainty about whether your order will arrive.
Ready to upgrade your setup? Check out what's in stock at Ajax Custom Guitars. Questions? Reach out – I respond within 24 hours.