I was a pretty huge JJP fanboy and bought their first three games. Anytime I needed customer support I received it but it was certainly a janky process at times. You never knew if using the website, an e-mail, or a phone call would get you the help you needed. Usually a phone call worked.

I think, as with most hobby communities, there's a super vocal minority that has had a bad experience and wants to make sure the whole world knows about it. This can make it seem like there are no happy customers but the happy ones just don't share their feelings that often.

That's not to say those with faulty products shouldn't be compensated but there's definitely an echo-chamber on PinSide.

I'm no longer a fanboy and sold everything except WOZ however I would still buy another one of their games if I liked the theme/layout regardless of PinSide's opinion of things.

Agreed. A metal ball smashing around and causing some chips on a poorly done clear coat is one thing... and it's valid to complain about. But the power driver board failing and not being replaced while under warrant... WTF???

If their profit margins are so poor they have to reduce customer support to the absolute minimum it's definitely a bad sign.

If they are making plenty of money and still don't want to improve the customer experience... also a bad sign.

Just an observation but it seems like most of the positive JJP experiences people share, myself included, are from a few years ago and most of the negative experiences are from after the move to Chicago. It's obvious some things changed.

But I'm not a current customer so I'm not personally affected by flawed products or poor service. However they sent me a spam email announcing these full playfield protectors for WOZ they found in the factory and how they used to cost like $150 but I should totally get one now for $19.99.

I start thinking to myself... why the fuck am I gonna spend hours stripping my game down to put one of these lame protectors in there and why is JJP wasting my time hyping this garbage?

Then they are like "Hey we got this new web store!" And it's basically a factory flea market with a bunch of garbage and crap they should just dumpster. Oh boy you found manuals from four years ago! The Hype Train Is Leaving The Station CHOO-CHOO MOTHER FUCKERS!!! ... /sarcasm

So... Having not had any actual negative JJP experiences in recent memory I am still getting a bad taste from JJP with their odd, borderline tone-deaf, promotional choices.

There are definitely some people that think a pinball machine is not to be touched. It's a static museum piece that should remain perfectly shiny and free from any imperfections.

The rest of us play the games and they get a bit dirty... scratched... banged up... weathered...

But to each their own! If you want a perfectly flawless pinball and JJP isn't delivering the goods then by all means let them know.

Personally I think JJP should just rebrand themselves as Kintsgui Pinball : https://en.wikipedia.org/wiki/Kintsugi

The brand has always been at odds with the business plan though. They have already needed to be bailed out and the pencil pushers have forced them to cut more corners, move to Chicago, etc.

When you are Amazon or Apple you can treat the customers like Saudi Royalty because your scale is so massive. JJP simply can't afford to treat the customers at the level that matches their marketing and branding. All of the solutions people suggest, from remediation of flaws to sourcing better parts and building better products, costs money - potentially lots of money.

So the obvious response from JJP will be to continue raising the cost of games to help cover the increasing costs of doing business with an increasingly demanding customer base.