Frequently Asked Questions

About Cinch Gaming

What is Cinch Gaming?

Cinch Gaming manufactures custom professional game controllers for the XBOX One and Playstation 4 consoles. Our controllers are used by both professional and casual gamers alike. Cinch Gaming controllers are widely used among the eSports and professional game tournament communities.

Why choose Cinch?

At Cinch Gaming we are gamers – just like you! We want to provide you with a quality product that will improve your gaming performance at a fair price.

With Cinch you won’t get stuck overpaying or waiting months for a professional game controller. Our controller design is sturdy and rugged – there are no paddles to break! We pride ourselves at being the industry leader in customer care. We feel that gamers should be put first with their professional controller vendor!

What makes Cinch controllers different?

Our controllers are unique in that we offer an ergonomic button placement on the back of the controller that we feel offers the best possible performance.

With our controllers you squeeze the handle of the controller to engage the rear buttons which offers a more ergonomic button press and a much better feel. When using our competitors controllers gamers are reaching and pressing up on the rear buttons or paddles which causes your wrist to actually twist when engaging. This twisting motion of your wrist causes your thumbs and whole hand move in undesirable ways. Try it yourself! With our buttons, squeezing the handles actually give you a better grip without affecting your aim. Additionally, our buttons are faster. Engaging one set of buttons on the rear shell is actually faster than engaging first a paddle, and then an underlying button behind it. While this time savings may seem small, every tenth of a second counts during tournament play.

We promise you will feel the difference when you aren’t stretching your fingers out to reach oddly placed paddles. Our buttons are very close to where your middle finger rests on the bottom of the controller making it faster than ever to get off that jumping drop shot.

Can I use a Cinch Controller at an MLG, UMG, MES event or other Tournament?

Yes! Our controllers are approved for use by MLG and can be used at UMG, MES, UGC, LANs, or other major tournaments around the world. Cinch Gaming controllers were also used in the 2014, 2015, and 2016 CoD Championships.

General Questions

How long does it take to get my controller?

Normal build time is anywhere from 1-4 weeks. Domestic shipping within the U.S. usually takes 2-5 days. International shipping time is about 1-2 weeks.

You can add RUSH service to any order to get the build time down to 2-3 business days. Shipping time remains the same.

Can I send in my own controller to be made into a Cinch?

Yes, you can use our Send In Service. For more information please see here.

Controller Options

What are trigger stops?

Trigger stops are a mechanism installed in the trigger housing. They reduce the travel distance of the trigger, giving you the ability to pull the trigger faster.

Our trigger stops are fully adjustable. Trigger stops are not needed in all game types, so if you change games often it is easy to adjust them on the fly. You can even adjust them all the way down as if they aren’t even there. You no longer need to have multiple controllers for each game you play.

What is a remap chip?

A remap chip allows you to change the configuration of your rear buttons to any face buttons* you wish at any time. This is helpful if you play many different game types. If you do not order a remap chip your rear buttons will always stay the same configuration as when you placed your order.

*Our remap chip allows you to use these face buttons:
PS4:  X, O, Square, Triangle, L1, R1, L3, R3, D-up, D-down, D-left, D-right.
XBOX: A, B, X, Y, LB, RB, L-thumbstick press, R-thumbstick press, D-up, D-down, D-left, D-right.

What is RUSH service?

Rush service gets your controller built in 2-3 business days. RUSH service does not include shipping time.

Can I put a custom design or team logo on my controller?

Yes! You can add a custom design to your controller by selecting “Upload Front Shell Design” for the Front Shell option during the configuration of your custom controller. See here for details.

What is the difference between the PS4 and the PS4 S Controller?

The PS4 S, is the controller that comes with the new PS4 Pro and PS4 Slim consoles. The new PS4 S controller features USB communication which means you’ll be able to play games either wirelessly or via a USB cable. The PS4 S controllers are backwards compatible.

Warranty

What is the warranty period of my new Cinch Controller?

Every new Cinch controller comes with a 30 day warranty. For controllers that are sent in via our “Make it a Cinch” service, we provide a 30 day “limited” warranty that covers ONLY the work done on that controller (rear buttons and trigger stops).

What does your warranty cover?

The 30 day warranty covers the full functionality of the controller upon delivery. We will repair and service the controller for free for any defects that are found with workmanship or equipment failure. The warranty does NOT cover:

    • Excessive wear or damage to the controller.
    • Wear or damage to thumbsticks or shells.
    • Damage to controller headset port.
    • Please see our full set of Terms and Conditions

 

Can I purchase an extended warranty?

Yes! Cinch Gaming offers the best extended warranty in the professional game controller business. Our extended warranty will extend your 30 day warranty for up to 6 months from the ship date. The extended warranty covers the full functionality of the controller. Our extended warranty does not cover abuse, damage, return shipping, normal wear and tear, or normal cosmetic wear. You can select to add the extended warranty in the custom controller build area.

Shipping

How long will it take to receive my package once it ships?

We offer multiple shipping options that you can select during check out. Please see here for estimated shipping times for each option. Please note that shipping time is separate from our controller build time.

Do you ship outside the US?

Yes – We ship all over the world! You can calculate your shipping cost by entering your address in your shopping cart under “shipping”.  Please note that customs fees are NOT included in the cost of shipping. Cinch Gaming does not pay customs fees. If you need to pay customs fees you will most likely have to pay at the time of delivery.

How much will my customs fee be?

Every country is different. Here is a helpful website that will give you an estimate: http://www.dutycalculator.com

PlayStation 4 Help

How do I remap my rear buttons?

In order to remap your buttons you will either need a remap chip or Cinch Tech installed.

For a remap chip please follow these instructions, or watch the video below:

    1. Press and hold the track pad until the LED blinks, then release.
    2. Press and release any face button*. The LED will blink.
    3. Press and release any rear button. The LED will blink.
    4. Repeat steps 2-3 for additional buttons.
    5. Press and hold the track pad until it blinks, then release.

*face buttons include X, O, Square, Triangle, L1, R1, L3, R3, D-up, D-down, D-left, D-right.

 

How do I use the adjustable trigger stops?

  1. Locate holes on rear of controller just below the triggers.
  2. Insert included tool into the screw in the hole.
  3. Tighten (turn clockwise) the screw to Lengthen pull range.
  4. Loosen (turn counterclockwise) the screw to Reduce pull range


My controller won't turn on

Please follow these steps:

  1. Turn your PS4 off by holding the on/off button for about 15 seconds.
  2. Plug your controller in via a USB cable.
  3. Press the “PS” button on the controller to turn your console back on.

 

My L2 and/or R2 buttons won't work

If you have trigger stops installed they will need to be adjusted. Please follow the instructions in the video below.

My controller loses communication, becomes unresponsive, or lags

This is due to Bluetooth interference between your console and other electronics. Please try moving other electronics away from your console. This may include a router, cordless phone, walkie talkie, baby monitor, a microwave, etc.

My controller won't charge

Make sure you are using the USB slots on the front of your console. If that doesn’t help please try using a brand new charging cable.

My rear buttons do not work or are unresponsive

If you have a remap chip installed, please follow the instructions to make sure you are not accidentally entering remap mode.

If you do not have a remap chip please try reseting your controller by pushing a paperclip or small pin into reset hole on the back of the controller.

If these solutions do not help please e-mail support@cinchgaming.com.

XBOX ONE Help

How do I re-map my controller?

In order to remap your buttons you will either need a remap chip or Cinch Tech installed.

For a remap chip please follow these instructions, or watch the video below:

  1. Press and hold the view button. The LED will blink.
  2. Press and release any face button*. The LED will blink.
  3. Press and release any rear button. The LED will blink.
  4. Repeat steps 2-3 for additional buttons.
  5. Release the View button.

 

*face buttons include A, B, X, Y, LB, RB, L-thumbstick press, R-thumbstick press, D-up, D-down, D-left, D-right.

How do I use the adjustable trigger stops?

      1. Remove side panels with included pry tool.
      2. Insert included allen tool into screw.
      3. Tighten (turn clockwise) the screw to Lengthen pull range.
      4. Loosen (turn counterclockwise) the screw to Reduce pull range.
      5. Snap side panels back into place.

 

My rear buttons do not work or are unresponsive.

If you have a remap chip installed, please follow the instructions to make sure you are not accidentally entering remap mode.
If you do not have a remap chip please try reseting your controller.

If these solutions do not help please e-mail support@cinchgaming.com

My triggers do not work.

If you have trigger stops installed they will need to be adjusted. Please follow the instructions in the video below.

My controller won't charge.

  1. Try using a brand new charging cable.
  2. Power cycle the console.
    1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. Wait until it completely shuts down.
    2. After the console is completely turned off, unplug power from back of console.
    3. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller.

 

My controller won't turn on.

  1. Try using a brand new charging cable.
  2. Power cycle the console.
    1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. Wait until it completely shuts down.
    2. After the console is completely turned off, unplug power from back of console.
    3. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller.

 

I can't hear sound from my chat headset.

Please follow this link for help: XBOX support

My headset will not fit into the controller port.

Please follow the directions in the picture below. Do not attempt to force your headset into the controller as this may cause damage. Any damage caused to the headset port is NOT covered under warranty.

Cinch Tech

What is Cinch Tech?

Cinch Tech is our newest technology, it is the first controller that will actually tell you how good of a player you are. You can connect your controller to our Cinch Gaming app and it will show you the statistical analysis of your game play. You can compare your stats with your friends and with pro players. It also gives you the ability to remap your rear buttons over the phone app.

How do I use Cinch Tech?

For our full instruction manual please see here

Sponsorship

Do you sponsor?

Yes, we do. For more information please see here.

Has your point system changed?

Yes, we have changed the entire CPS point system. Instead of earning points for every sale and converting the points into items, we are giving you store credit that can be used towards anything on our website. Basically when someone uses your code or link you will receive 5% of their total sale. For more info please see here.

Why doesn't my coupon code work?

Coupon codes from our old website will not work on the new website. Please see here.

Will Cinch Gaming follow us on Twitter?

Unfortunately as a business, we cannot follow everyone we would like to on Twitter. Please do not take it personally if we cannot give you a follow.

Can I get some free merchandise to get started or to do a review?

No, we do not send CPS members controllers to review. However, you can earn free controllers through the CPS program when people use your code or link.

Can I change my coupon code?

Only CPS Level 2 members can change their coupon code. Please see here for more info.

What percent off is my code?

It is worth 5% off all purchases on our website.

What do I get when my code is used?

Every time your code is used you receive 5% of the total purchase made. This amount if given back to you as store credit to purchase anything from our website.

Can I use the Cinch Gaming logo on my team jerseys or shirts?

Yes, you can use our logo on any apparel items as long as you are not selling them for a profit. You can download our logo here.

Can I use the Cinch Gaming intro video?

Yes, you can use our intro video. You can find it here.

How do I add your intro to the beginning of my video?

You will need to use video editing software. There are many options available online. Windows Movie Maker is a free option.

Can you make us custom apparel/jerseys with our team name?

No, we do not make apparel, but we recommend ShirtTraveler for any custom apparel.

Repairs

Controllers under warranty

My controller is under warranty, how do I get it repaired?

Please follow these steps

1. Send us an e-mail at support@cinchgaming.com with the title “RMA Request”, in the body of the e-mail please include the following details:

  • * Your order number or the first and last name of the person who placed the order.
  • * The problem you are having with your controller. Please be as specific if possible.
  • * What game you are playing when you experience the problem.

2. We will generate an RMA for you, and send you an e-mail with the RMA number.

3. Ship your controller to us using the address below. Please include your RMA number with it. We are not responsible for any controllers we receive without documentation. We must receive your controller within a reasonable amount of time. Controllers received a month or more after submission will be subject to repair fees.

Our address:

Cinch Gaming
29444 Northwestern Hwy
Suite 218
Southfield, MI 48034

Controllers out of warranty

My controller is out of warranty, can I still get it repaired?

Yes, we can still repair your controller, but certain fees will apply. Please note that manufacturers often introduce new models and make internal changes to their controllers. As a result our customers need to be aware that Cinch Gaming may not be able to service some older model controllers as we no longer have the parts. Before you send a controller in for repair, please weigh the minimum and maximum repair fees against the cost of purchasing a new controller. If we are unable to repair your controller it will be returned to you as is and all fees still apply.

If you are unsure if your controller is considered an older model please e-mail us at support@cinchgaming.com to ask.

How do I get it repaired?

If your controller is out of warranty you will need to follow these steps:

  1. We recommend sending us an e-mail at support@cinchgaming.com first to make sure your controller is repairable. If we say that it is, proceed with the following steps.
  2. Purchase the repair service here.
  3. Print and fill out a copy of the repair form found here.
  4. Ship your controller to us with the repair form. If we receive a controller with no paperwork we can not be held responsible for that controller.
  5. Once your controller is received we will determine the root cause of the problem and let you know if additional fees are required. We will not complete any repairs until the additional fees are paid.

 

How much will it cost to be repaired?

We charge a minimum service fee of $20 plus return shipping for all repairs. All controllers received for repair are fully tested before repairs are begun. Once we determine the root cause of your problem customers will then be emailed about any additional costs needed to complete repairs.

If you want an estimated price before you send it in, please send an e-mail to support@cinchgaming.com with a detailed description of your problem. We will do our best to give you an estimate, but we will not know the exact cost until the controller is received.

I want to send my controller in for repair and add additional options, how much will those options cost?

Any additional options added on during a repair will be the same cost as they are listed on the wesbite when customizing a new controller.

How long does the repair process take?

Once your controller is received it is put at the top of the queue and should be repaired within 2-3 business days. This does not include shipping time.

Refunds/Cancellations

How do I cancel my order?

Please e-mail us at support@cinchgaming.com and request to have your order cancelled. We will cancel it for you.

How do I return my controller for a refund?

All Cinch products may be returned for a refund for a period of 14 days after the item was received. Returns are subject to a 15% restocking fee and must be in the original condition in which the product was received. Any damaged or non-working returns are not eligible for a refund. Shipping fees and Rush build service fees are non-refundable!

Please follow these steps to start your return

  1. Log in to your Cinch Gaming account. If you checked out as a guest, please create an account now, then e-mail us so we can link your order to your account.
  2. Select the “Account” button at the top of the page.
  3. On the left hand side select “Orders”.
  4. A list of your orders will now be displayed. If any of your orders are under warranty you will see a button labeled “Request Warranty” next to it. Select “Request Warranty”.
  5. Select the check-box next to the item that you would like to return and select “Request Warranty”.
  6. Fill out the requested information. Be sure to select “refund” under “I want to request for a”. When you are finished select “Submit”.
  7. You will be responsible for shipping your controller to us. Please include your RMA number with it. We are not responsible for any controllers we receive without documentation. We must receive your controller within a reasonable amount of time. Controllers received a month or more after submission will not be eligible for a refund.

 

Please ship your controller to this address:

Cinch Gaming
29444 Northwestern Hwy
Suite 218
Southfield, MI 48034