I'm going to take the customer's side (sorta) on this one. The person probably just spent $6k+ on a product that he's never touched before. It's delivered, and a couple of toys aren't screwed in anymore. He's terrified of doing something to further damage it -- "I'm supposed to be able to turn it on and use it before it breaks."

I'm new to the hobby - bought my first machine in March, 2017, a used T2, and I know *I* was terrified to open it up because I didn't know what I was doing. It's why I bought a "cheap" machine - to play with. Then I bought a MET Premium which cost significantly more and I was still mildly terrified because of how much more it was worth, but I at least had some confidence from the cheap one. And I haven't had to do anything major yet (no flipper rebuilds or anything - at least that's what I consider major right now LOL), but it's still a little scary going in there.

I actually did hire someone to come over and fix some of the minor issues in my T2 -- and I watched him like a hawk, asked a bunch of questions, and used it as a learning experience. And Lloyd helped me learn how to solder by bringing in an LED board with a few bad pins, so that was awesome too!

Having said that, the customer is going to have to just get over it and figure things out quickly. But I at least can understand why he wouldn't be comfortable doing it at first. (all of this assumes it's his first machine...) I'm probably in the minority with this thinking though, and I'm fine with that.