(Topic ID: 285625)

Anyone else having bad luck trying to get a response from stern?

By Scrimmbo

1 year ago


Topic Heartbeat

Topic Stats

  • 14 posts
  • 9 Pinsiders participating
  • Latest reply 1 year ago by TenaciousT
  • No one calls this topic a favorite

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#1 1 year ago

So, several months ago, while shopping one of our Iron Maiden pinball machines, we started having problems with a "power distribution board" error. I contacted stern over the email form from their website, and did not get any kind of response. This was right around the time that Chas passed away, once I found out about that, I let it sit for a while, thinking they must be scrambling, since it sounded like his death was quite sudden. Some time later I emailed them again, and got no response. I called on the phone, and got a message telling me that all of their tech support is online for now. So at this point I was frustrated and moved on to some other projects. Eventually, weeks and weeks later, I did get an email response telling me to reinstall software and check pins on the power board. I did this, the problem persisted and I emailed them back looking for more guidance. This was probably some time in november, and I have heard nothing back from them. Filled out another email form on their site last week, because why not? and have heard nothing.

Has anyone else been having issues getting a hold of these guys? I'm not trying to be a pest or a nuisance, but my boss is up my ass about why is this newer pinball sitting in the shop collecting dust.

#2 1 year ago

Try going through your distributor

#3 1 year ago
Quoted from twenty84:

Try going through your distributor

Yeah, that's what I'm doing. I wasn't sure if they'd work with us on this because we bought it from somewhere else, but it seems like my only recourse.

#4 1 year ago

everybody's customer service sucks these days

#5 1 year ago

I’ve been having a hell of a time getting responses from them too. I bought replacement parts through my distro in October and I still don’t have them.

#7 1 year ago

Yeah. They rarely respond to that. And if they do a couple times they ghost for months sometimes.

#8 1 year ago
Quoted from chuckwurt:

Yeah. They rarely respond to that. And if they do a couple times they ghost for months sometimes.

Thats the one I have best luck with.. Because it goes to a team rather then one person.. They are working on training up a new person to replace Chas's large shoes to fill. Any game that came from me please feel free to reach out to me if you cant get a reply and you need my help

JJ

#9 1 year ago

Going on 6 months for a response on playfield issues. I will not stop till I get a replacement. Even if I have to drive to the factory this spring.

#10 1 year ago

Appreciate it. I have like 5 different people along with that email with my distro on all my follow ups. I normally don’t care how long something takes unless I paid money for it.

#11 1 year ago

I had an issue that cropped up during the holidays, and got a response within minutes of sending an email. Got the replacement part 8 days later. In my case it was something that required no troubleshooting, just needed the new part. So perhaps the response time varies based on the complexity of the problem? (Ie a newer tech support person could easily take care of this problem without needing guidance)

#12 1 year ago

Mine is a part that was in stock and I paid for it. Haven’t had problems in the past, but this year has been super slow on getting anything resolved.

#13 1 year ago
Quoted from DaWezl:

I had an issue that cropped up during the holidays, and got a response within minutes of sending an email. Got the replacement part 8 days later. In my case it was something that required no troubleshooting, just needed the new part. So perhaps the response time varies based on the complexity of the problem? (Ie a newer tech support person could easily take care of this problem without needing guidance)

Same here, positive experience. Had an issue with my subway in aiq. First part I went through my distro, cointaker, had the part in a week. Second time, I emailed stern directly, Pablo sent me the second part within a week.

#14 1 year ago

Stern's Tech. support needs improvment ! I had to laugh at the last Stern of the union letter thanking Tech . and parts for such good work . I said Ha !

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