I appreciate the video and it along with the responses from Alex have made me question staying in on the hobbit. This guy had bad experience and I don't think it was unreasonable to not want a tech to come out after his conversation with Jack on the phone, the guy was spooked and probably figured that if this is a brand new machine that has a boatload of problems and he is being disrespected on the phone by the owner then what is gonna happen on the second call or third call?
That video did not sound like he was trying to destroy Jacks reputation, it sounded like a guy giving an honest reveiw of his experience with woz. If that makes some uncomfortable and think its not fair to Jack, well Jack can come here to give his side. I tend to side with the guy in the video and I formed that opinion because of Alex's handling of pr in this thread. Alex you are representing JJP, if you talk condescending to customers im gonna assume that Jack more than likely does also because you keep doing it and you are still employed through Jack.
Now these are just my opinions but it's definitely making me take a long hard look at pulling my money out of the hobbit. Others probably feel different about the situation but I like to look at bad reviews as much as good ones to make an educated decision.