Typically they are pretty quick. Will send ya a PM.

Just call them. I had to call last week...... they are busy but he was very helpful.

http://www.jerseyjackpinball.com/contact/

732-364-9900

Frank Becker, ext 222.

I had this same issue. It's actually not hard to diagnose if you use the chart in the manual that shows the "in" and "out" path for the light boards (page 138 in version 3.0 of the manual). Red/Green are in/out. Find the board where the lights stop working or are weird and use the chart to jump OVER that board (remove it from the chain), paying close attention to in and out colors (red to green or green to red - don't hook them up backwards - the chart shows what color goes on what connector on the boards) and see if the lights work (except for the board out of the loop). You may have to do this for more than one board. I had two boards out. Once you know which boards are bad (the ones removing from the chain returns the lighting to normal or mostly normal, make a trouble ticket. If you don't get activity on that after a few days (you've done this part already!), email [email protected] with a subject line like "Bad WoZ board(s) - need exchange" and explain that you have an open trouble ticket and nothing's happened and what board or boards you've diagnosed as being bad.

Added over 8 years ago: (Be sure to disable the boards you remove from the chain in the settings)

I'm sure they will get your issue resolved quickly. People can complain about JJP's themes, prepays, and length of time to put out games, but I don't think anyone can complain about their software updates and support.

I dunno. I was kind of in the same boat, with a trouble ticket open for weeks in their system with no movement, even after bumping it. Lloyd here finally got it moving. Once that happened, everything was resolved in about a week, it's just that their trouble ticket system doesn't seem to be working, or they don't have someone dedicated to handle the problems as the come in, so they sit in the system for a long time.

I was on the phone with Frank for over 3.5 hours working on an issue that ended up not being a JJP problem. Frank was very patient and provided excellent service. I hope you get your pin fixed, but I'm sure they are just busy.

I haven't had good luck with JJP's ticket system. But, I have had excellent service when I've called and actually talked to someone. I agree that Frank is great and will spend the time to help. Definitely call.

I've found email support and opening tickets are something that JJP support/Frank does not tend to really. Now, if you call him directly and get him on the phone, he's more then willing to work with you. Don't expect him to follow up with you on his own though, he's busy as it is I am sure- so just stick to giving him a call and you should get everything sorted out eventually.

If all the lights are acting wonky try reseating the connector at the metal box. I don't remember if it connects externally to the metal box, but if so, open the box and reseat the connector going to the circuit board as well.

Sounds like you need to discuss replacing the boards that have issues with their redesigned "buffered" boards. I am willing to bet you have a mid-2013 build WOZ with 5v LED boards.

Whatever it is, argue to get the new boards. I've known too many people who have fought with their LED boards over and over until they finally got replacements. Once you get the new stuff in there, you should be fine. WoZ is a fantastic game, but it definitely had some serious issues with the light boards in early runs. JJP has done well to make it right and offer fixes.

I know it's frustrating to have a machine down, but JJP eventually will make it good with you. I've yet to see anybody get left out in the cold.

Sound like you have multiple bad boards. Keep bypassing until you get the lights left working reasonably well (and pay attention to the colors of the connectors when you bypass). I had two board fail at the same time and it was initially challenging to figure out until I realized I must have more than one bad and kept bypassing boards until I had it narrowed down to the two that were actually bad.

Remember if you bypass you ALSO have to disable in software otherwise your boards will be off and it will look all strange.

Hahaha! Totally right - I was doing that from memory and forgot to mention that step! I'll edit the original post.

I'm sorry but I never got them ? Please try [email protected] or [email protected] or PM me here.

Thank you,
Lloyd

This was the reason i canceled my hobbit. And sold my woz. They dont even know how to work on their games so how am i ever going to figure it out. My lights were broke for 2 months after 3 hours on phone over a 2 month period they had me do all this stupid shit when all i needed was a $10 light board. Kind of a joke!. Fun game but not worth the worry. Ill just buy sterns if i want a new game.

It's extremely difficult to figure out what might be wrong with someone's game over the phone. You have to run tests and get to the real problem before parts can be sent out. I'm sorry if that feels like "stupid shit" to you, but pinball companies are not run by psychics and one symptom can be caused by multiple problems. The fact that the part is $10 is irrelevant. I suppose you spent most the phone calls ranting that you paid so much for your game also.

And here we are on my problem.
i can write in english but not talk on the phone due I hear very bad and understand written english better than understanding.
i am trying for some month now to get a monkey sense board. It costs 8 dollar. Shipping is about 50 dollar to Germany. And here my problems start.
i asked to pack the little pcb in an envelope and send it with USPS for 5 bucks to me or lay it in my comig TH, but this seems to myka real trouble at JJP. I wrote with Sal, than no more answers, I wrote with Jen ...
In a next step I will ask the seller in NL for help.

Its to bad that the machines are sold to Europe but here is no service station, support or anything else.

But I am looking forward ...

I completely agree with what your saying markmon. I have owned two woz's and never had one issue but they were builds after the board revisions. To be fair, jjp completely mismanaged the light boards. They knew the build dates affected and should have just replaced them in one shot. Instead, they waited for failures and dolled them out after the fact. Poorly handled imo.

Try Frank. [email protected]

LTG : )

Thx again, I tried it .

Sorry to hear.

I'm sure they are very busy.

MARMORON. I have fixed over 1000 games. I currently own 100 games. I have bought nearly every new game produced. Therefore you dont know me. JJp knew exactly what the problem was. It was the same problem everyone else had with the serial light boards. They were just to cheap and they have this God Like mentality. Why not just tell me the boards were bad. Admit they had a problem and not waste my time looking at stuipid shit . They didn't and haven't admitted the problem because they dont want to replace all the boards in the games they already sold. They are cheap and interested in no one but themselves and their ego. JJP IMO is the reason Stern was able to justify raising pricing and making 3 kinds of games pro, le, and premiums. So instead of sticking up for JJP why not try and help this guy who posted a problem instead of stroking yours and JJP ego. Again its a light board issue and I Would demand replacements for their mess up.

1000 games and not a clue in the world? They admitted that there were pockets of problems with the 5v light boards. Not everyone had/has problems. I have a 5v game and never had a single board failure. The problem has to do with environment and static. Why would any company in their right mind swap out parts in games that are completely uneffected. I've spoken with everyone at JJP at one point or another including jack and I can tell you they don't have anywhere near a "God complex". In fact Ken is incredibly helpful with anything needed. For those that did have the 5v problems, a few 7v boards in the chain predominantly fixed those issues.

You obviously have an axe to grind for some reason so I am highly suspicious of your motives. Also from this post and your clear attitude problems here and on other places I can see why cp failed where other pinball arcades succeed.

Wow clever. And mature! I can't understand why you didn't get better service.

Congratulations? This doesn't seem relevant at all to the discussion. Who has the ego problem?

Removed all the clutter and ranting from your quote here since this is the only relevant thing you've said. (Again your attitude likely contributes to your poor service).

Even if it's a known problem like a light board, it still requires doing some tests to figure out which boards are dead and perhaps figure out which boards are causing boards down chain to die. I'd expect a guy that's fixed over 1000 games to know this but apparently not. Calling the tests "all this stupid shit" shows your lack of understanding. I also had light board problems with woz and with the data I provided, I was able to get replacements sent right away. I didn't expect them to be psychics though and assume every test was just to stroke their God-like ego.

No light probelems here, but avoided an early game because I did not want that hassle. When I did have a minor issue with something else I didn't even think to email, called and found their support team very responsive over the phone. Once initiated we did keep in touch via email through the remainder of the process.

I do feel bad for those in Europe who's English skills may not be the best as was mentioned. Its hard enough to diagnose issues properly remotely (having many moons ago worked a service desk) with someone who speaks the same language, I can't imagine the skill level needed to do it without speaking the same language.

I do not feel bad for those who call any service desk with attitude. Their only access to your machine is through the person calling. You are their eyes and ears, they are trying to fix a pinball machine blind, have a little patience.

That being said, I don't know if there would be a whole lot that could be done to better help given a language barrier such as the European support delemia. I'm curious, does any US pinball manufacture offer dedicated european support? If so I would be shocked as these are not mass market items and support for them is very specialized / difficult to outsource. Probably the best they could do for this type of situation is really beef up their back end support to local European distributors willing to offer proxy support... At least that is about the best I can think of.

From reading this thread it sounds like if you just fill out a ticket your just in limbo waiting for the day JJP will respond to it. But if your on pinside and read a lot of threads your in luck b/c you'll have Frank and Lloyds emails and phone numbers and you'll get a response right away.

Maybe they should put a big disclaimer at the bottom of the ticket that says we have no idea when we will get to this ticket so you would be better off emailing [email protected] or [email protected].

It's not good customer service if JJP doesn't respond to these tickets.

The ticket system has not worked well for years and has been reported as such numerous times. It's nothing new. I can understand why though. I have been next to Franks pc. He gets hundreds of emails a day for all sorts of issues, not just ticket related items. Plus he is on the phone constantly helping everyone who calls. There is simply not enough hours for him or anyone else to properly support the ticket situation. That's not a knock on JJP...it just is what it is. Small companies can't afford to hire multiple support people, and then of course not pass along the costs. As it is, JJP offers as good if not better customer service than most companies.

I got the number from their website, its not secret nor even remotely difficult to find lol. But yeah, it sounds like from this thread they may have an issue with tickets opened through their online portal. Having never tried it myself I can't speak to that other than I have never managed to have much luck with any support that doesn't start with speaking to a human. If they are not going to monitor it as vigerously as they do other support channels they should just take it down as you're right it is not good service to maintain an inneffctive communication channel.

Time to sale the BBB then..How much?

If they are too busy to answer open tickets in order received it punishes the patient and mild owner and rewards the obnoxious "me first" types that complain here and elsewhere. Creates more obnoxious types but justifiable ones.

I think with any service desk situation no matter how hard you try to do things in perfect FIFO, inevitably its always the squeaky wheel that gets the oil.

Me personally (in general) I like to try to address things on my own first. If its outside of my experience I will post to see if someone else has a solution I can take on myself. If I'm at s dead end then I'm calling support. If its outside of hours, while I have heard of their support actually working with people during crazy times I'm perfectly happy to wait and call during business hours.

The main thing for me is that I always want to call and speak with someone, whether its JJP or my cable company.

That is an issue for me and I am sure others as well. JJP said "We support every JJP game sold by whoever or however it was sold."

That was after people raised a stink about the warranties not transferring or being valid if the game was purchased from an unauthorized distributor. Even though you bought the game 2nd hand, the warranty should carry over like he stated. It's not like you said the game had some kinda crazy issue that never happened before. You are claiming to have a well known problem that affect a lot of peopel with that game. Just because the prior owner dodged a bullet, doesn't mean the 2nd owner should have to deal with it. This is the reason why the light boards were not replaced on all the games even when they knew the problem. It would of cost them money to replace every single light board whether it was bad or not. Instead, they ship them out with the defective light boards, knowing that some of the buyers will just deal with the problem and never try and repair it, others will end up putting a ticket in and after having no response for so long will forget about it and another portion will end up selling their game to a 2nd party and once that happens they now have the excuse not to support the problem any more. That is not right in my opinion. That is like an car dealer turning away or charging for a recall just because the car isn't owned by the original owner. Yes I know light boards going out is not a safety hazard or anything but it's just a matter of standing behind what you build. For the record I do see lot's of good support from JJP compared to the bad support, but the fact is, typically when you hear bad about JJP suport, it is the lack of follow up on tickets and trying to charge the customer for something they should not be charged for.

.

Do you own any JJP games?

Did you quote yourself by accident? I see you added that Xbox 360 info in there. I would take that back out personally, it's not a fair comparison.

Not likely. His posting history reads like sour grapes.

Reading the post again, nothing in it sounds like personal experience so I would say, no, he has never owned a JJP game. Seems like a regurgitation of random negative perceptions.

Frank sent me unreleased code for my TH yesterday, just to resolve an issue I was having. Seriously, would Stern do that? I get more machine for the buck, better customer service, etc for JJP. Anyone bashing this company is simply a Stern fan boy. Real pinball hobbyists would support a start up like JJP and want them to succeed instead of trying to throw them under the bus for every stupid thing. The stronger their company becomes, the better it is for us people into the hobby. Keep up the great work JJP

Let us know if it fixed reset issues.

So far so good !! Lots of extra call outs like "Shoot the right ramp" "Hit the spider" "Shoot the bumpers" etc

Also, says "Multiball!!" When starting Smaug and Beast Frenzy

Some modes contain more music, sounds, and light show

Windlance has some more options when attempting to hit Man targets, lit differently, still figuring it out

Smaug MB has something more going on about it, but just not sure- more sounds and seems like more stuff going on that had 5 ball MB lasting longer

Overall, this 1.20 code update is awesome !! love the code support from JJP

*please don't PM me for link as I don't think Frank/JJP would like me giving it out, I suggest reaching out to them directly*