I don't know. This just seems like such an aberrancy compared to just about everything I've seen with JJP.
I agree that everything reasonable should be done to accommodate a dissatisfied customer. I agree that sometimes customers are just unreasonable, though.
And I can't entirely tell where the truth lies on this one. All I know is I love my Woz, enjoy it, and am less worried about my Hobbit order, being the second JJP ever produced, than I was about the Woz.
I hope JJP is analyzing this as a case report, but that doesn't mean they should be wearing black over they and the ex-customer parting ways. I think vid makes excellent points (he usually does), and I agree that it would have been nice to make the ex-customer into a believer of JJP...
... But that ain't going to happen at this point.
Hopefully JJP learns better QC (and I think they were working on that without this incident) and better ways of handling difficult situations so they don't leave a bad taste in new customers' mouths.
Hopefully the ex-buyer gets a more realistic expectation of what ownership, even NIB, might entail of such complicated toys. And perhaps s/he develops better strategies to make it easier to get good customer service from companies s/he patronizes, even if such service is entirely deserved. Sometimes in life it's a good idea to try to make it easier for others to do the right thing.