Quoted from jfh:
I asked Jack at the seminar if the root cause of the clear issues had been determined and if a fix had been identified:
Could you expand on either?
Wasn’t really sure what to make of that minimal answer, but some could take it as good news.
I just watched this last night, and was glad to see you ask the question, and in a tactful and thoughtful manner. I was then a bit jaw dropped by Jack's "response".
Here's my view on that entire situation.
This isn't exactly a White House briefing with reporters ready to fire off tense question after question. That said, it has been known for months this was an issue present in their games, and the community has rightfully wanted answers and explanations.
To start this entire panel, Jack could have stated something akin to..."Hi everybody, evening! I'd like to welcome everyone here tonight, and start discussing some of our future plans for games, as well as discuss some methodologies we use in our design process, but first I'd like to address an issue many of you have been concerned about greatly, and in turn our customer's concern is our concern.
Lately, we've had some issues regarding playfield quality in some of our games, in our past two titles. I'd like to state that I'm not at liberty to disclose specific details as to what created these issues or how, but I would like to take a moment to state that not only have we course corrected these issues, and have started production of even higher quality playfields than we had prior to these issues popping up, but I'd like to reassure fans and customers alike, that this issue has been seen to and improved upon in a way where lifetime playability of our games can exist once again.
Most of all I sincerely appreciate your patience in this matter, and dearly thank you for your continued support.
That said, I'd like to continue on with the night, and start by discussing our next new......."
Something akin to that. A non answer, answer, one assuring customer patience, while also stating for legality reasons these issues aren't possible to be discussed publicly, would have been both effective and respectful.
Maybe also stating that bluetooth and wifi adapters would be provided to all past and future customers at no charge, would have been a nice look as well.
I'm more than happy, as many of us all are, to support pinball and Jersey Jack, (I just bought my second game of theirs last week, after having issues with my POTC) but in that support, there needs to be a grounded sense of trust, faith, some degree of transparency, and most of all respect.
I feel Jack's response the other night could have been handled much more effectively, to the betterment of both customer and brand.
Again, thanks for trying in a respectful manner.