In case you don't want to watch 30 mins: Franchisees are bound by their agreement to purchase and operate a very specific buggy model of ice cream machine, the manufacturer of which makes much profit from their exclusive service contract, and so has no incentive to fix.
It's clear what the incentive is for Taylor (the ice cream machine maker), but I wonder what the incentive is for McDonalds.<p>There must be some cash-flow from Taylor to McDonalds, but something as simple as "pay McDonalds $X million to specify Taylor machines in their franchise contracts" seems like a kickback.<p>Maybe the key is that the video shows that this particular machine is "by Taylor and McDonalds" (the McDonalds logo is on the instruction manuals). Perhaps McDonalds therefore get royalties or something similar.