Dale glad you got it fixed after we spoke. Can you shoot me a pic of what pin had wiggled loose? It was a pin that had pushed out of like a molex connector? I'll take a look. Likely just a single occurrence but doesn't hurt to double check

Maybe your post title could read "Wizard of Oz Problem - Solved the Right Way!"

It is really encouraging to hear these kinds of stories. It is clear to me that JJP has made it a priority to attack issues the right way.

This will pay dividends down the road. It can really be a differentiator.

Hand in face......

Good job JJP for resolving the issues quickly.

Edit topic in your original post.

Congrats on the new game. Amazing customer service.

One would have to expect your going to run into a problem here and there. Any machine with 100's of electrical and mechanical parts is going to have glitches. Nice to hear all was resolved.

Enjoy your new pin champ, Great customer service also

I had an issue with mine the other day. I sent Jack a p/m here and within 5 minutes he called me. We talked for a while and he had Steve call me when our call was done. Steve walked me through some things and we figured out the problem. He is also sending me a new crystal ball as mine did not work.

Super customer service.

How many degrees are you setting it at? 6.5?

I was surprised not to see a pitch bubble. It has everything else.

You use that thing? I always use a level because it allows me to do right to left not just front to back

I've always wondered why you wouldn't place one of those circular 360 degree levels under the apron or something at the appropriate angle? Just pop the apron off and Then you could do all directions. Dunno how well it would work but it would be something.

From my experience built in levels are not accurate.

Inclinometers attached under the pf with pitch of each displayed in menu?

Good to see businesses backing and fixing their products

Would be nice to see sensors under the playfield that sense the pitch left/right and up/down and display it on the LCD.

That is brilliant idea.

Now that would be damn cool!

Alex,

The machines do get tested after assembly, correct?

Course they do, but hours in trucks, on planes and by ship can wiggle things apart after leaving the factory

OP said a pin was pushed through the connector. Does that sound like a shipping issue to you?

No, but it could have been pushed through due to a flat locking pin at manufacturing but still had connectivity UNTIL it shipped.

Um, yeah, the connection was marginal during test, and shipping wiggled it the rest of the way loose.

Or are you implying they don't test the games after assembly?

Of course they get tested. Thoroughly.

You have seen the testing line, correct?

When I was there in June, I helped on that line a lot. Two rows of games back to back. There is a check list. Games are left on over night if not longer. Every switch, every coil is checked. Adjustments made. Then checked again. They play some games. And go over it again.

Last step is vacuum it out, secure metal cover over boards. Then over to get wiped down, boxed up, and shipped.

It is quite an extensive process with four or five people on it when I was there.

LTG : )
Disclaimer : I was impressed.

don't forget shipping guys seeing how far they can kick a box or using it as a bobsled etc etc

Roll your eyes all you want, my machine had a couple of obvious issues that damn sure didn't happen during shipping! They should have been caught before being boxed.

The only thing better than great customer service is...

Not needing it.

Congrats on the new pin and getting it working.

Welcome to the world of new in box pinball machines! Any NIB machine I don't care who made it will more than likely need some tweaking when you unbox it.

Seriously.

First of all, I want to say Stern has impressive technical support. The only problem I have ever had is, on occasion, some difficulty getting ahold of someone quickly. If I am persistant, I will eventually get ahold of someone and they are very helpful. That being said, JJP has set the bar a little higher in terms of technical support IMHO. Other than the obvious technical support you can see happening right here in pinside forum threads before your eyes, the online ticket system they have is great. I had a couple of very minor technical glitches on my WOZ, so I went on the website under support and created an open ticket for the issues I was having. In both cases, I had an email response within 24 hours on the issue with suggestions as to how to take care of the problem. And in both cases, the suggestions took care of the problem. (I haven't called them by phone yet over anything, so I can't comment on that experience.). A lot of companies could learn from this approach to better improve their technical support of products!

Btw, the game is amazing.

Play it like you stole it....

Pins are a true wild card if everything works correctly once moved. The brand maters little but once you fold up a couple hundred pound game with lots of switches and contacts you are lucky if something does not need adjusted or tweaked once set up again.

Sorry I'm not psychic, I was obviously reacting to your insinuation that your connector issue couldn't have occurred during shipping and they must not have tested the game. So, again,

Good to hear JJP / Jack himself solved your problems quickly! Obviously they do care about their products and JJP is not only a business but a passion we should all support.
On the other hand...no need to bash Stern for its customer service. Patrick Powers was as responsive (minus the phone call!) for a problem I had with my WPT that should have been taken care of years ago by the previous owner.

I was also surprised. When this item started appearing on my new Bally/WMS pins, I was impressed. Even today, whenever I go to play a pin, either in the wild or at a home, I look for it. It puts a reference point in my mind. You never know how off level the floor is, so looking at the legs is not enough.