OK, here is the story. I get a call from Jen at JJP asking me if i can set up a RRWoz for one ofthier customers. The customer has never owned a pin and did not know that they had to set it up. She tells me that the customer will hire me to come set it up. I dont hear from the guy and I call to check on the status. He tells me that the game arrived and that the box had damage, after peeking in the box they saw some cabinet damage (from what i hear it was slight, but at 10k shipped with invisiglass they want perfect)
So here is the first issue. Instead of just cross shipping a new game, they wait and recieve the original game back, repair it, and then send it back. Takes a couple weeks. So i go over and set the game up for the people. The husband was called in for a surgery and wanted to be the first to play the game, so i cant play test it. I show the wife as much as possible and go home.
2 hours later i get a call from them that the game will not play, Now remember, I did not sell this machine, it was a direct pinballsales.com order. I explain that i did not sell it, I am not an authorized JJP service person, that they need to contact JJP. After a short time, I decide to call a well known authorized JJP service person and ask them to call the customer since they dont know people, exspecially after 5pm. I recieve a text 20 minutes later saying that the service person told them, and i quote, "you need to suck up to Jack to get this repaired" so they are livid. On my way home, my wife says to me that she knows that i want to go over and help the person out and tells me to go there. I go there and check out many things and realize the ball through is not regestering anything, so it keeps saying "locating balls" After 2 hours of diagnosing, and reseating almost everything im about to give up when i see a glimmer of metal. One of the molex pins on a +5 line was not snapped in. Push it in and the game is up and working.
Now, 10 days later, i get a text telling me that the game is broke down and that JJP is sending out a replacment part that will need to be soldered in, can I do it since they dont know how. Since JJP refused to even do anything as far as me doing a service call for them, I tell them that they should contact JJP and have them send a service person out. They are told by JJP that they do not service the machines and only provide warranty parts.
This person is very pissed at JJP. I would be also. They spent 10k on this game, and was not even able to play it out of the box, and now issues already and JJP tells them to find their owns service person. That the issues were things that were caused by shipping and it is not their fault. This is just poor customer service. Maybe it does have "shipping issues" from being sent on multiple trips from the damage, but a molex pin not snapped in is quality control, not shipping. And the current problem requiring something soldered in, im assuming that it is electronic problems, not shipping. But hey, you got the money, and chances of a repeat sale are slim, so lets leave them to themselves.
Lastly, after going out the first time to help the, I called Jen at JJP and explained the situation and the problem, and the response was, "I heard that this person was a problem, thanks, bye" Then at expo, I sat down with Jack and explained it and also how short Jen was to the customer and me, which he thanked me for bringin it to his attention and that he will contact the customer to let them know that this is not "normal" reactions to things like this. However, when the customer contacted me yesterday about the new problem, he stated that Jack has never reached out and that they are having the same run around with the new problem.
Anyone else have service issues. Luckily, my ECWoz has never had an issue, and i even have an early run one and have not even had a single light board issue