Quoted from JayDee:

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.

Quoted from JayDee:

I get that but $60 shipping? No fucking way. A company that ships all kinds of stuff daily doesn’t pay that kind of rate for something that small. Add on top of that, they are replacing a part that they provided and is broken. It’s their responsibility ESPECIALLY when it’s still under warranty.
I deal with this all the time remodeling houses. If a product goes bad or needs a part replaced, the company will supply the part free of charge. What they won’t pay for is the labor to install or fix the product. It should be the same for this. Send the part out and then it’s up to customer to figure out replacing it.
And if said broken part is worth anything to the supplier, then provide a return label.

Quoted from Yelobird:

Agree to a point but in this JJP example IF they had a reliable part supplier and better QC at assembly they likely wouldn't need as much customer service Or inventory spares.

Quoted from Haymaker:

I know its shitty to chargeback a card and hurt a distro, but at the same time once the distros are tired of getting shafted they will really put the hammer down on JJP quality, so I am very torn on that issue. If I had no other recourse, what else am I supposed to do? Giant ass washers sent to me as a best case scenario is not gonna cut it.

Quoted from Haymaker:

Whats more, JJP's own warranty wording states that these issues should be covered, but once word got out about these issues they changed the warranty. Thats shitty.

Quoted from romulusx:Anything positive you can say about JJP pins?

Quoted from JohnTTwo:

I honestly think JJP is trying to do more in customer service. I received a very nice email from Barry this week and he even went back on a item and took care of that, which earlier they were not.
Maybe all the real world complaining and issues have forced JJP to allow Barry to help out more, kudos to JJP and Barry for stepping it up for me and my machine. THANK You Barry!
How does one know if the playfields are still an issue unless they fail?

Quoted from EaglePin:

For me, good customer service is about how you handle your initial response to the customer, not how you respond once the heat becomes too much to keep ignoring the issue.
This type of response from JJP with GnR isn't the first time this has happened. It isn't even the 2nd time, and at the end of the day people will still convince themselves that "JJP has addressed the issue and changed their attitude about customer service" just because they want to buy the next JJP game.
I think it's important to remember initial reports from customers saying that JJP was telling them no replacement playfields would be sold at all. Jack conveniently leaves that part out in this interview when he mentions the discount playfield purchase option their great customer service team is offering. They're only changing their tune now because the issue hasn't died down (rightly so).
My experience with the way they JJP handled customers on POTC was enough to get me to never buy one of their machines again. To me, they way they handled that was a clear indicator of how they truly approach customer service: Only respond on major issues once the heat builds too much to keep ignoring it, and then try to make the customer pay for the solution. That's not the type of company I want to buy anything from.

Quoted from EaglePin:

Honestly, to me it doesn't at all matter why they won't or can't provide quality service. As a customer I just want good service from the company/person I'm buying something from, and if the service isn't there then I go somewhere it's better.
It seems like a lot of people consider JJP as part of a hobby and they want to support JJP regardless. That's fine, but I don't look at it that way. I look at them as a company I'm buying something from.

Quoted from RobT:

Unbelievably tone death and arrogant. And that was two years ago.
The more things change, the more they stay the same.

Quoted from Tranquilize:

Pinball community: Do you take credit cards?

Quoted from romulusx:

They probably moved all their equipment and production to Chicago and hired Steve Ritchie so they could file for bankruptcy?

Quoted from pcprogrammer:

I've owned 3 JJP machines, sold WOZ, still have Wonka and Hobbit. No major issues with any of them. Playfields all perfect. The few minor things I contacted them about they addressed immediately. No complaints here.

Quoted from Yelobird:

Same for me or my distributor jumped all over it. Kingpin for the win.

Quoted from branlon8:

wow, lots of drama here with all the grand proclamations !
I choose to stay optimistic, look at each new offering, and decide if I need to have.

Quoted from zaphX:

That's a pretty broad generalization.
Some folks are about the appearance of their pins, and some are about playing them.