I just experienced the future and multimorphic did right by me.

I received my Weird Al last month, and I had an issue with it they helped me fix, and they used technology the right way to help me fix it. My Weird Al would periodically launch out an extra ball during gameplay for seemingly no reason. Trying to hunt it down was maddening. I opened up a ticket with multimorphic and... they asked me to send a log from the machine the next time it happened. The next day I was playing and... the second ball launched so I opened the coin door, exited the game, went into system manager and sent the log to multimorphic, and updated my ticket with the log number. The next day I got an email from multimorphic that one of my optos had sensed 2 balls when the last one fell through, and I was given instructions on how to sweep under the scoop to look for loose wires. I found none, and I sent several more logs in the next few days as the issue persisted. I was told they were working on a solution, and a few days later they mailed me a new part, along with a 3-d printed spacer just for me to use to line up exactly where the opto would be placed. I scheduled a brief video conference with their tech, and we walked through installation and testing of the machine in about 20 minutes. So... in the course of a single issue I was able to send a log directly from my machine to tech support, received a new part and a specialty piece just to measure where to place it, and had a VTC to place it. Multimorphic has been very patient with me, and since installing the part I've had 0 issues with my machine and can nerd out to Weird Al properly. Now I don't expect them to have a VTC over every little issue I have and have been directed to their self help portal full of How Tos for potential issues which is great, but I really appreciate that when I run into a brick wall they are there to help.

How'd I get so white and nerdy?

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They had to mail me the part anyways, but just to be clear the 3-d printed part is not in my working machine. It was printed out to help measure and place precisely where I should be placing a new more sensitive opto that had to be spaced further from the receiver.

Send in a log next time it happens and let them know your symptoms. When I did it and opened a ticket they were able to precisely say, "It's this exact opto right here under the ticket booth scoop, here is a photo of where it is, go look and see if there are wires in the way, your logs show 2 balls entering withing a tenth of a second so something is wrong here". After trying this they tried some things on their machine, and then they sent me a different part to place slightly farther away, and its been rock solid since.

10/10