Phatchit

HUGE BUMPPPPPP

https://www.youtube.com/channel/UC-Ko9Jo4FJfR8VlfzV5P4Jg

I'm dealing with this issue as well. I didn't see this thread and have been posting in another Aerosmith thread as well as one that I started. So I've spoken with Stern tech support a few times as well as emailed with John Borg. They have sent me a Shaft Head (part no. 530-5511-01) and I installed the piece. As I was taking apart the mech I noticed there wasn't a spring that was in the diagram. John Borg himself emailed me saying that spring was deleted as it was not needed (part no. 266-5020-00).

The shaft head did not solve the issue. So I call Stern tech support again and they are now sending me that spring as well as an SD card with the latest software, which is currently installed on my game. They think the software on there now might be corrupt.

I purchased the game new in box from The Pinball Company out of Columbia, MO less than 30 days ago. I've been in constant communication with them as well as Stern to resolve the issue. At this point it is a paperweight in my game room.

I juts sent my distributor an email letting them know I would like my game replaced. It’s less than 30 days old in my home. Realistically the only true customer service approach to this would be replace the game and they can handle it from there with Stern.

EDIT: Got an email from Nic at The Pinball Company and he is willing to exchange the game for a different title so there's no way I can run into the same issue down the road. This has been a great company to do business with, I have nothing but great things to say about them thus far.

Yup, I was speaking with Chaz about the issue. Nothing they did fixed the problem. I ended up returning the game to Stern, Pinball Company issued me a credit towards a new game.

When I spoke with Stern over the phone they made it seem like they haven't ever heard of this issue before. After reading other threads it's been made obvious to myself that they knew exactly what I was talking about.