sounds like pretty fair customer service, thanks for sharing story

Nice! I'm not a WOZ fan but hope that JJP's Hobbit is awesome. I grew up in the next town over from the JJP factory and I'm rooting for their success. Glad to see the personal touch in action. Jersey people are real and sincere. Thanks for sharing.

I heard the fix took 4 hours

3:55 of Jack talking about how great the repair was going to be

0:05 of actual work

JK, glad ya got taken care of dude!

Yet people will still rag on these guys.

Wow great service !

Nice story. Go JJP!

Nice story, thanks for sharing. I wish there was one on location near me.

Great service indeed.

Very cool.

That's friggin' awesome!!

I've dealt with a lot of people over my years in pinball, and I can whole heartedly say that I've never dealt with any company in any industry that's been more responsive than JJP.

There are going to be growing pains and lessons learned along the way with any venture, how those are handled define what a company is about more than the issues themselves. This example sums things up pretty well for JJP I think.

--
Rob Anthony
Pinball Classics
http://LockWhenLit.com
Quality Board Work - In Home Service
borygard at gmail dot com

Thats great! ...... But in all honesty. Most routed games that go out on location get very little to no support. ( parts only ) You should feel very lucky that Jack was able to help you out as its defineitly not the industry standard.

I have to give it up to Jack-that is passion. He will be successful in the years to come because of the attention to detail and service. I am impressed.

Impressive for sure! I know there are a number of JJ haters out there but I have a ton of respect for a guy that has done what he has done. And as a business person myself I can honestly say he had more guts than 99.99% of people trying something like a new manufacturing business in this economy.

To me the most important thing Jack has accomplished is forcing Stern to step up what they are producing to keep up with him. Look at Stern games for the 3 or 4 years before JJ and what Stern is putting out now. This would not have happened without WOZ and JJ.

Yes - I think part of the price increases are JJ fault but what is better - a great group of games with higher price tags or more of the same junk that Stern was putting out 4 or 5 years ago?

Thanks Jack for what you have done to help the hobby in general. Personally I love WOZ machine but it is highly unlikely I'll ever own one. I just can't afford $6500 to $9000 toys. But for those of you that can I think you all owe Jack a huge thank you.

Superior service

If people are interested, the 'lead tech' in this story is Anthony, one of our jack of all trades from the factory floor. Guy is good at a lot of things, and is probably one of the most knowledgeable people on the planet when it comes to putting a WoZ together and tuning it up.. Also pictured is Drew, our VP of product development. He's the guy who secures the licences for our games, such as Hobbit and WoZ.

Blown away by this level of service.

Where is Johnny Damon?

Wow, that is awesome! Talk about service!

I'm very proud to be a JJP customer with a WOZECLE and a Hobbit LE on order. These guys have been doing very impressive work and in my opinion are making the best built pinball macines ever created.

I've received an unrequested phone call from Jack in the past after talking to someone about an issue I was having. I was floored and very impressed.

In this day and age of a 'go screw yourself' mentality, it is nice to see outstanding customer service. My entire career is based on personal referrals and I am very aware of how important it is to take care of folks.

All we want to see is the queue of people waiting for their games that were paid for long ago moving in a timely and consistent manner.

A great story. Very positive. Thanks for posting this experience.

I'm with you on this. Even though the folks at JJP are happy to give you a projection when you call or e-mail, the fact is they are never even close. Back in June I was told this October on a Oct. 2011 order. In August I was told December.

I don't even say anything to my kids anymore because they say "you told us it was coming in December LAST December!

One of the oldest (and best) business rules is to under promise and over perform.

How difficult would it be to update the production schedule on their website each month?

It sounds like Jack and crew tries really hard to please, but in consistent and accurate communication on delivery they really missed the boat.

Wow! That is great! Nice seeing the pix!

Very cool. Thanks for sharing.
Now that's customer service!

Wow, amazing customer service, you don't see that very often these days. I have been thinking about a WOZ or th, and things like this make me lean toward it. Unfortunately, price is pretty high and I don't want to pay upfront. Maybe once production ramps up and they catch up to the orders, ill reconsider. Great story!

I'm not surprised by this at all.

Thanks for sharing!

Great show of the support level by JJP and Jack himself. Well done.

Let's not forget that Bill O'Donnell, Bill O'Donnell Jr., Bernie Powers and Tom Nieman (of Bally), Al and Mike Gottlieb, Cliff Strain and George Offshack of Gottlieb, Mike Stroll, Joe Dillon (and the service manager whose name escapes me) of Williams who were high level guys were also hands-on and made location calls on prototype, test and constant problem equipment in the field. Gary Stern has done this in the past. Now he has people to do this for him.

That's excellent.

They did not say they would "get back to you" or arrange for someone else to handle it. They took time out of their professional activities at their industry's largest trade show and they made time for you and came THEMSELVES (presumably "afterhours" though at IAAPA with client dinners etc there really is no "time-off" it is a week of continual activity).

This is impressive and outstanding.

Class Act!

Impressive! They have me as a client for many years to come.

Jack and his team are amazing! They have such a great mind set and attitude. This is the stuff that builds customer respect and loyalty.

How do pinball manufacturers handle this situation if the non-technical customer is not a quick drive away and instead is in some low population small town in the middle of nowhere?

Agreed! I have both a WOZ ECLE and TH LE on order.

Loyd will often call the customer and walk them through the repair step by step.

What about when jjp sells 1000 WOZ reds to clueless wizard of oz collectors?
Phone assistance only goes so far.

Maybe they will handle it like Stern did when they sold to AC/DC fan clubs.

Those people should probably buy from a local full service distributor. This would be an issue with any pinball machine. Plus these collectors would probably buy more for show than playing it, so little use means fewer issues.

That's pretty good customer service.

Two words. "Llyod LTG"

I'll get some really great material for my LTG : ) Show !

LTG : )

Personally I think there's a point where only so much support can be offered, at least on a wide basis. I once owned an 81 Delorean and was way in over my head in terms of knowing what needed to be fixed and replaced. If I wanted to have any work done on it I would have needed to invested the time in knowing how to work on the car or pay someone else to fix it. I should never have bought that car (it was fun to drive though), lol, and was glad when I sold it.

I know WOZ is a new product though but even with other new electronic equipment there's typically a small window to actually return the item before you have to stick with calling support or down the road pay someone to fix it. It's really awesome though to see a company like JJP go above and beyond in cases like this and from what I've read there phone support is stellar too.

Thankfully many in this awesome hobby are extremely helpful and will help a fellow pinhead out