Quoted from PtownPin:
I'm not disagreeing with you. Ignoring the issue, and frankly taking an arrogant attitude about the issue is quite disturbing. Jacks statement yesterday solidified my feeling as it was just a canned response that was reviewed by his attorneys. My point is they don't have the $ to adequately deal with this issue. Clearly they have determined that the loss in sales is less than the cost to do the right thing, which in my mind is provide a solution to mitigate the problem, and either give the customer an option to get a new play field or send theirs in for a play field swap. POTC has been out over a year and they've done nothing so its clear they won't doing anything with WW. Like yourself I'll never buy another NIB game from JJP....there is a chance I might purchase a nice HUO one as POTC and WW are both great games that my family would enjoy.
Yeah, I guess my main point in general is that I don't think people should get hung up on discussing/debating what would have been a reasonable response from JJP to people who have chips because why debate that point when JJP hasn't done anything. Why debate the adequacy of a response that hasn't happened in any way, shape, or form?
And I think that's the main thing for people to know. On playfield chipping for machines less than a year old JJP has deliberately ignored the customer, and that's really the main issue. I would think that regardless of where someone is on the "what should JJP do" spectrum, their ignoring of the customer on the issue should be considered unacceptable. You never know what issue they might try to handle the same way down the road.
Their first step could have been to even just pretend to care and to make a token effort to acknowledge it's not acceptable for the chipping to occur and to act/pretend like they want to do even just a little something for it. They could have offered a $10 rebate, a populated playfield, or anything in between those two. Do anything except nothing & no response, which is what they went with. They didn't even care enough to make an effort to pretend to care.
If they're willing to send people replacement mechanical or electrical components for issues, why couldn't they bring themselves to even make some sort of an effort that would have been the equivalent cost of doing that? Be creative and come up with some type of response. Anything. But they didn't care enough to even try. And I won't do further business with a company like that.
Also, I don't have any doubt that specifically crafting his statement to Wonka machines was deliberately done. It's just them holding true to form on this issue of trying to ignore it as much as possible, say they're a company focused on customers, but meanwhile doing nothing for the customer. There's no trust there.