My sauna begs to differ.

It's made of playfields.

Ah screw it, I disputed the transaction. After looking at the dates, the interactions I've had with Jack and his ignoring of my subsequent contacts I'm done. JJP still doesn't get it and barely stepped up like we all gave them credit for.

The credit card charge for my replacement playfield. Before Jack started calling people to tell them they were getting a refund/getting a free playfield I paid for one for fear I would have no other option. Subsequently, I have no received a call, no replies to my emails. It's been 2 months I think since I paid for it and more than a month since the first posts here that Jack personally called people.

Furthermore, Jack told me personally on the phone many, many months ago that he would work on a solution for everyone and would treat everyone the same (he had to give the same "deal" to everyone). So either he forgot my number, lost my emails or doesn't want to talk to me or give me a refund.

I don't need to return it. Jack told the folks who posted here that JJP is providing free playfields to those who have cracks/chips and that those who paid would get refunded. I didn't tell the CC company I returned it.

Are you all new to this thread?

Probably nothing. It's insignificant enough they likely won't contact me or just write a statement. That's my guess.

This one is a Citi Costco card. I put a lot of money through it and rarely dispute. Not sure if that means anything but each time they seem to credit me right away and then follow-up later if they want detail. Most often they do not.

Jack Guarnieri <[email protected]>
(732) 433-4333

I don't think I'm "flagged" per say, although that was a fear I had for sure. I've ordered parts since this has started, I don't *think* JJP is that malicious. I do think that Jack has ill thoughts towards me either because I spoke up and riled the crowd or because I'm not the original owner. But as EaglePin has eloquently stated it should not matter. Maybe it's just an oversight, but I think he would know my name by now. I would have thought I would be one of the first ones he would have called, I would have been so happy to post that JJP did the right thing.

I've typed this many times now; the long and short is that no one that has a playfield issue is covered under warranty unless they registered the new game within 5 days AND it is still within 30 days of your delivery (AND you are the first owner). Otherwise, no one has a warranty except on electronics (for 1 year if the game isn't routed). So, for most of us there is no warranty to cover the playfield and this entire playfield issue isn't related at all to the limited warranty at this point.

I was told on the phone by Jack that he would treat all customers the same in regard to any recompense or solution that was provided, he was very clear that he couldn't do anything special for one customer over another. I wasn't asking for this, of course, but he made sure to tell me such. Since JJP hasn't released any statement I know of in this regard I can only go based on what others have posted. Since Jack hasn't responded to me and Frank is no longer with the company I'm not sure who I would ask but since no one is handling it I disputed it based on that information. If the other people lied, which I have no reason to believe, and no one is getting a free playfield then this isn't over. If it's true (again, which I believe) then everyone who has chipping (which seems to be the line that is drawn in the sand) should be getting a free playfield or refunded for the one they purchased (at a discount or not). That's what Jack said, that's what is fair and the dispute was the next step.

Never got a response from any of the certified letters that were sent, btw.

No indications of this, don't think we should try to speculate necessarily. It's not unheard of for JJP to drop the ball on customers. I can't count how many times I read of someone not getting a response only for the reply (from JJP folks or just pinsiders) to them to suggest they need to figure out another way to contact JJP. Like, if they have a support form then that should be the only contact necessary.

I'm going to guess, based on my own experience as a business owner, that they are short staffed and have tight budgets to deal with. Frank, head of support, recently left and there is nothing to indicate he was replaced. Sales are going to be most important which is tied to new game launches and development. Extended support does nothing but provide good will for them, I doubt they make much on parts after the time and labor to stock, inventory, process orders, ship, etc. Hopefully they retain a customer by taking care of their issues. Creating POTC v1.0 puts $0 in their pockets. Same as taking care of playfield issues. Only when it affects new game sales would it likely be a concern to JJP, which was the point of this thread in the long run. If pinball media start covering the issues (which did happen, it seems) then buyers may be concerned and orders cancelled (I cancelled my Wonka, phew) which will then affect bottom line. But if games are selling out (no idea) then why bother trying to keep up the reputation?

All that being said, who here doesn't want JJP to exist anymore? I want more JJP games. That doesn't mean I want to eat it on a borked playfield where in any other industry I'd expect a manufacturer to create a quality product inline with the function it serves for a reasonable amount of time before going tits up. Playfield life is not a finite number of years but clearly new games should not have chipping within a year. Any reasonable person would agree that the quality of the playfields that have wood showing, clear flaking off and art removed is lacking and should be replaced by the manufacturer. No other industry I know of would have a manufacturing flaw and then charge customers for replacement parts within a year of selling the product. I don't think JJP has any sort of blatant legal responsibility based on their warranty or quality claims (no one states a playfield should last X years before chipping) but I would also think any judge or jury would agree that the minimum response would be replacement playfields. If I had to get a replacement seat for my new car because the stitching was coming undone they wouldn't sell it to me for half retail and expect me to install it.

But this is a small, unique industry with mostly fanatics as the customers so it's in our best interest to support the manufacturers. That doesn't mean accepting sub par quality and manufacturing at additional expense to the retail price. It should be a two way street. We support JJP with game purchases, parts, swag, spreading the word... and they support the industry with quality products and customer service to back that up.

Did you email Shannan? She has been responsive to me, always.

Ah doh. Do you need part numbers? I've gotten pretty good at finding stuff in the manual. Not everything is in there, granted, but maybe we can help?

Have you happened to look under them? They are metal, yea?

If the playfield is soft then the meal washers could likely dig in. Would be interested to know if they are or if there are any other locations (narrow metal posts, other narrow plastic posts) where you have dimpling or buildup of clear?

Ah yeah, that reminded me. Did anyone see this?

https://pinside.com/pinball/forum/topic/wwcf-club-wonka-golden-tickets-inside/page/60#post-5267406