Quoted from sparechange1974:
**Just a quick update** Jack has reached out and said that he would make things right. Say what you will, but that means a lot to me that he would take time out of his day to try to resolve. I'm don't think I'm going to take them up on it, but I appreciate the thoght.***
This was never about some little spider cracks in a ramp. This is never about JJP being a bad company or making a bad game. I think they have some amazing talent(support), amazing games, and amazing distributors from my experience.
When I bought into the WOZ NIB experience, In my mind I bought into a relation ship and a trust that they will work with me on issues and cover them or provide solutions in a reasonable manner and we would work together on repairs. Lets face it, the price does matter. No one said it the machine would be flawless , but I had a fair expectation that I would work with them to resolve issues that were concerns for me. When I went through the proper channels and the responses made the situation worse I lost my confidence in the relationship and I felt they broke my trust, so I chose to end it. The logic was if you're going to give me this hard of a time over little ramp cracks whats coming down the line. Over reaction, maybe I'll never know.
Well said, and I'll just chime as someone who completely understands, who sold their WOZ because of the same headaches with the support ticket system. My problem was the utter and complete NIGHTMARE of the light boards. Just be thankful you never had to deal with that!
The fact that JJP would not send me all new light boards for WOZ, knowing they will all go bad, was the reason I sold mine and cancelled Hobbit pre-order (also the fact that the Smaug toy was total rubbish and the game looks boring as sin). After 4-5 support ticket sessions of determining which board is bad, them sending me a new board (with an invoice due :eyeroll: but which gets voided when they receive your bad board back), installing it to have like 3 more lights come on and the rest still be off, then get a new board two weeks later, and then 2 more lights come on, then they all work for 3 weeks and then they all go out but 3, and you start the process over again, realizing that you will eventually need to replace every board in the machine...
I asked myself, "Do you love WOZ enough to have your playfield up for the better part of the next year or two as you replace every single lightboard in the machine with their slow and tedious support ticket system?" The answer was NO. So I moved on.
WOZ became a source of frustration, not fun, and while I did enjoy the machine when it was functional, whoever came up with their Christmas tree light system is a special kind of moron. I mean, you know they figured out in the 60's that was a bad idea, right? LOL
Anyway, I still wish JJP the best, and also may consider their products in the future, but they need to revamp their support ticket system for sure. But I suspect, as some have touched on, that $$ may be a factor in how they determine what they can/can't do.
Not a company comparison but simply Service vs Service, just as an example of how the support ticket system might be improved, here's how my last warranty problem with Stern was handled: Magnet board in MET goes out, I email Pat Powers, he emails me back in like 30 mins with a couple questions, I email him back, and 2 days later I get a new board on my doorstep (no invoice), and return the defective board to them and go back to playing pinball. Simple, no headaches.
To all pinball companies: Pinball is supposed to be about FUN, and nobody NEEDS your products, we only spend ridiculous amounts of cash on them because we want to have FUN. Service depts need to remember that, always. Minimize our headaches as customers and that will help maximize our fun.