Fulshear, TX
I bought my machine new two days before Christmas a couple of months ago. I fell in love with machine as did my family. I noticed a loud hum the machine was producing which was bothersome. On top of that the plunger was being blocked and I was having issues getting balls to fire. I opened this ticket the late that night of receiving my machine. I knew the holidays were busy so I was patient with my ticket. It took support almost two weeks to even respond to my ticket and that was after I called asking for an update.
Fast forward to last month and my machine crashed. When I went to power it on it wouldn't boot and I was getting a red light under the graphics on the screen. I could hear the machine was looping. I tried multiple times to get it power on and it would never complete the boot process. I gave up and thought it might have been a heat issue so I let it cool down. I tried again the next day and it booted. I didn't turn it off and it played rock solid without issue and with a bunch of plays on it.
Once the new code was released I went to update mine and the machine wasn't recognizing the usb key I had previously used on it. I knew a reboot was going to be needed anyway so I rebooted the machine and it wouldn't turn on. This time the boot loop was a little bit different. I didn't see the red light on the screen and I could hear the computer rebooting over and over. I opened a ticket right away that Wednesday evening. After my last experience with support I decided to call the local vendor that I purchased from as well. I explained I had opened a ticket with Jersey Jack and that I had to wait a long time for support from the previous issue. My local supplier is Joystix here in Houston. I spoke with the owner of Joystix and he said he would have his pinball repair guy call me. I was shocked when I was contacted later that night by the Joystix tech and told he could be onsite the next day.
The tech arrives and looks over the machine and decides the screen has gone bad and with newer units if the screen won't power on, the rest of the game won't either. He also mentions he's seen this issue before and he called JJP to call in the part. He couldn't get anyone on the phone so he left a message after trying to call two different times. The Joystix tech said the part would be shipped to them and then they would come out for the install. This was late in the day on a Friday and I didn't expect the part to ship that day. I was disappointed it didn't ship until that following Wednesday. My ticket was never updated from JJP so I called on Wednesday for an update and my call was returned on Thursday. I asked for a tracking number and it was sent later that day.
Support said they were sorry and they were trying to hire additional help but I experienced terrible support twice over the course of three months. Unacceptable for a three month old expensive toy. With that said I love the machine and I'm so happy to bought local. I'm usually one that will do everything possible to save a buck. I bought local because I knew we had a great supplier here in Houston and I knew these machines were complicated and I'm not skilled enough to work on one. I paid a fair price and while not bottom dollar it was worth it to receive outstanding support from Joystix. I don't know if I'll ever buy another JJP machine but whatever I buy you can bet it will be from Joystix.
