Many others have reached out and got nothing in return. Personally you informed me in February that Jen would reach out "in 4-6 weeks" to return my game for refund due to a defective playfield. I never received a follow up, and decided to sell my game on my own, at a loss.

I know at that point its out of your hands, but the fact remains the customer service from your company is piss poor lately. Ghosting people who contact you about playfields, offering some customers post kits/washer kits but not others, changing the verbiage of your warranty to all but exclude playfields, etc.

The customer service at your company needs just as much work as any analogy some random person on pinside is making.

Not trying to attack you personally, but lets not pretend there isnt a serious issue right now with customer service.

I spit my drink out laughing at this... comment of the year here lol

I want to say something... but at the same time I dont want to be on the JJP hit list, because I really want a BTTF CE.
Ugh.. maybe Im just a wuss. JJP please help the OP he sounds like a nice man... thanks.

My Dialed In and Wonka both have great playfields and work flawlessly!
I can see the pile on effect for sure.
I don’t quite understand why Stern fans get so much joy from this?
Jack is the guy that made Stern step up their game!

Since he has a pinside account maybe PM him. I bet he got blown up with calls since posting his number.

My Wonka had tons of issues out of box until I fixed it up which took forever...

This was started by a guy who buys JJP product not a "Stern fan"

JJP has some issues they need to address like any other company.

You sound like a cult member where they can do no wrong but there is no lack of threads to the contrary.... half this site is JJP playfield bitching.

This really scares me.

I am an account manager for a multi national that has over 1000 clients purchasing from me all the time. I can tell you where every warranty claim is and what the warranty claim is about. I can tell you the customers name, date they purchased, what they purchased, and details of the warranty claim. I can tell you where they are up to in their claim and what the outcome is. We do not even have a ticket system. This goes for our re sellers (distributers) as well.

If you cannot find this guy yourself, you either have too many warranty claims that are not sorted correctly and/or have completely disregarded this person and are only reacting to the public outcry on Pinside and doing damage control for yourself and JJP. Every warranty claim that was not handled correctly and rejected will be rearing its ugly head on Pinside and social media. I sincerely hope you are prepared for this.

Nothing personal, I feel that you are a great person doing their best to make good a really bad situation. I cannot say the same about JJP.

Did you leave a message? This is really important. How would he know who you are and why you are ringing.

That is awesome. Please let us know how you go. There is plenty of interest in your outcome.

Well done!

JJP is making Back to the Future next?

It’s not just Stern fans, and I get no joy from seeing my friends get screwed.

This is the Pinside lie of the decade.

I thought that was SUPPOSED to be the process? Speak to your distributor first? Mine had me submit a ticket and I was able to take it from there…. Eventually

Huge JJP fan here but even I can admit that their customer service and warranty policies of late have been terrible. Recently read in the GNR owners group about a LE owner being told by JJP to go buy the post fix kit from Pinball Life versus JJP sending it out for free...ridiculous on a $10k+ pinball purchase of all things.

JJP will save money in the short term with these practices but in the long run they will lose as many of the affected customers will never return.

This is all a shame too as I still believe they are making the most loaded, deep, and fun pins out there.

They send you an unpopulated playfield if you have significant pooling and chipping issues. We’ve been trained to think that is an acceptable solution but it simply is not.

Ok

oh, please. if Jack didn't enter the market, your only NIB option in 2021 would be CSI: Vault Edition, with incandescent lights and a Dot Matrix Display. And maybe they'd be putting the finishing touches on Wheel of Fortune code.

Love or hate JJP, credit where credit is due.

.

I'm not buying any more JJP games, DAMN IT, until my game is ready to ship in several months!! And I definitely won't put my name on a list for Toy Story until my distributor starts a list and can take them!! That'll show 'em!!

The problem is, pinball machines are like crack.. so to those that can resist, more power to ya...

I love Dialed In, and Zardoz (some of you will get that joke), but the way I see it, Stern was it for a long while. Only kid on the block. Then a new guy from Jersey, Springsteen territory enters. Kicks ass like the Boss. Then suddenly all these little shoots start popping up all over the planet. They grow to plants then flowers then into real machines. Takes a share of the market away from JJP. Maybe they are scrambling to stay alive.

YeOldPinPlayer why did you downvote my blank post #120?? at least give me the the opportunity to say something stupid, before you hate on it. trust me, they'll be plenty of chances.

Yeah I don’t think that would be the case at all. Maybe it pushed stern to get to LCD screens sooner, but that’s about it.

I got into pinball ownership along with lots of others shortly after WOZ came out, but I think it’s more to do with the resurgence of location pinball, and the generation that was raised by the golden age of pinball generation, getting pinball buying money.

You still never see JJPs on location ten plus years later. The increased demand put more money into sterns pockets, increasing budgets and the end product we see now is the result of that.

We got all those stripped down games because there was simply no money to get anything better. Stern would’ve folded long ago.

Damn man pump those brakes already.I was just making the point that all JJP games aren’t shit.I have always said JJP needs to step up and fix this fucking playfield problem.They need to cancel all contracts with these Mirc assholes who just keep screwing up and hire the best playfield manufacture they can find!Cult really man I don’t think so but I do think you’ll find out shortly that there will be changes soon.

"Why was I downvoted" is such a timeless question with a variety of answers.
Maybe I wish start a blood feud, insulting your ancestry past and future because your post angered me for perfectly good reasons that make sense to no one but me.

Or maybe I just don't like dots. Hey, makes as much sense as some of the other stuff posted today.

I upvoted because sometimes it’s better to not say anything at all

I agree totally. No genuine person in this hobby wants to see anyone get screwed. The more happy people we have in this hobby the better.

Lie of the decade?Bullshit!I was going to shows at the time all this evolved and when JJP came out Stern noticed and picked up their game.Competition makes everybody work harder!!!!

Yep that's how they released Led Zep, when JJP came up with GNR

I'm really surprised to hear the warranty support can so bad for JJP. I haven't read the whole thread but is this the general experience for JJP owners, or limited cases?

Again, not to big up Stern too much, but one of the reasons I like to buy them is simply because the support (at least here from my distributor) really is superb. An example - last time I had an issue with Ghostbusters, I reported the problem (flippers not working) - less than an hour later a new node board had been overnighted free of charge just in case it was a node board issue. Then the service manager had emailed me and walked me through exactly what to check, how to do it, and any tools I might need. He also checked to see if I wanted a tech to come out and do all this instead. That's just one example - I've had other issues where the support and parts replacement has been equally amazing.

Long story short, I feel like if I ever have a problem it will never be an issue and will be sorted extremely quickly, and it really does lean me towards buying from them. It's really important - especially in pinball where the likelihood of something breaking/failing is pretty high.

(I would add that I'm super keen to own a JJP at some point - all of their games look incredible. I'm also getting a Spooky Halloween so will be good to see what that experience is like from a customer perspective).

lol. The only thing Jack did was show Stern that people are willing to pay higher prices for pinball machines. I was buying NIB machines before JJP even existed. Stern is a juggernaut and has a monopoly on the hobby. Stern has never considered JJP a serious threat or rival to their business and I highly doubt Gary has ever said we need to make changes to keep up with JJP. The only change they seen was the need to start charging more for less. In Stern's eyes JJP is a boutique company and cannot even come close to their production numbers or market share.

These JJP GNR Blanket IG comments are priceless

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Putting the "Jersey" in Jersey Jack Pinball I suppose.

ain't that some gospel! you can't make a comment in this thread without triggering a bunch of downvotes, or a bunch of upvotes. peoples emotions about a niche toy are like the volatility of the crypto market.

We're introducing side votes next week

Yes, I credit Stern for releasing Metallica the same time JJP was getting their legs under them with WOZ. Killer game.

I’ve never understood why some parts are so difficult to obtain from the manufactures. If I want to buy a playfield even if they don’t offer me one, why is it not obtainable? It’s a constant back and forth. Most of these problems would be solved by simply having available parts for people to buy. For example:

My playfield is falling apart.
We don’t cover that.
You should.
We will see what we can do. It is going to take forever.
Can I purchase one from you?
No.
Why not?
No response

Better solution
My playfield is horrible.
We don’t cover that under warranty.
Can I buy one?
Yes that part is available.
Great, I’ll order it. You should fix this the right way, but at least I now have the option of fixing it.

Best solution 1
Fix the playfield problem.

Best solution 2
Include a blank playfield with all new games.

This is what happens when you move out of Jersey. We got voodoo dolls for people and companies who abandon us...

Ok, but would it cost like $5000 msrp? And be only one version? And what would the used market look like?

I definitely don’t think JJP is entirely responsible for the ridiculous explosion of high end machines and price inflation, but they contributed for sure. And I say this as someone who owns a (used) JJP.

Geez, let him try to make it right.

What’s the warranty on boards anyways? 90 days NIB right?

Oh please. I’m done with Stern, their machines are crap compared to JJP, AP and Spooky.

Every Spike Stern I’ve bought, about 5 of them have had issues and needed major dialing in.

Without JJP, we would still have DMD’s. They changed the game

I will not diminish what the OP says, but I have 2 JJP games a WOZ and a DI.

WOZ caused me a lot of issues in the first year, I constantly solicited JJP services and had an awesome experience with them, they spent countless hours with me on the phone, sent me parts for free, additional spares for free it's been amazing.

I can't say anything about DI because the game has been rock solid since Day 1, I actually never lifted the playfield

So my experience with JJP is beyond great

What issues with Wonka?

I got it NIB and only issue was upping the GB mech to 22 on settings. Easy fix.

I’ve heard of no other issues with Wonka.

Damn, the Stern fanboys are coming out of the woodwork. Hope your having fun with your LZ’s.

Don’t. You may be expensively disappointed. Trust your gut!

Dialing in games is part of owning them. Also, I guess I’m in the minority here, but dmds are just fine. LCDs look cool, but they don’t really add that much. Pinball is about what the actual pinball actually touches.

No doubt, I love DMD’s too, but LCD’s have added to the exploding popularity of pins, the casuals who come over are more drawn to them at my house.

My fave pin of all time is a DMD, but LCD’s, if done right add a ton to the immersion.

It's unfortunate the OP had such a bad experience with JJP.

I had an issue with my Willy Wonka LE where the screen wouldn't turn on when I booted the machine. I figured it was the actual monitor. So I contacted Barry Engler and he sent me a new replacement LCD screen free of charge, all I had to do was pay the shipping costs ($60.00). The game works like a charm now and has no issues. Yes, my game was still under warranty. So for me personally the JJP customer support was outstanding.

And you still had to pay $60 shipping? Geez, I would think they would of sent it out free of charge with a return label to send the bad one back.