Quoted from vireland:
You have to remember that our replacement was a year ago. Also, if you're outside the "normal" 2 year warranty, that's probably grounds for you spending $139 to replace it. The other owner should have had it taken care of within the 2 year period since it started showing up on machines after about 6-8 months.
When I initially replied, I didn't realize we were outside the 2 year warranty period (time flies!). I'm pretty sure that means you're on your own.
I definitely understand my situation, and I am being very respectful in my communications with CGC. I'm just not one to take the first "no" for the final answer in any circumstance. I know that the frontline support staff follow the processes and rules that have been established, but somewhere up the line is a decision maker that has the final say regarding if/how to support the customer. I realize they have no obligation to do so, but if they were to make a decision to support me then they would definitely earn my support and public praise. If not, then I have nothing negative to express about them, I have no hard feelings, and I move on with life.
Added 183 days ago
To my surprise, the CGC technician (Art) just called me regarding the two cases I have open (PIC 2.0 chip & Plastics), and even transferred me to the VP of Sales (Ryan) who is responsible for approving the parts warranty. I must say that even though they have no obligation at all to support me (both as second owner of a game and also the 24 month warranty on my pin has expired), they were both extremely helpful, friendly, and supportive.
While they are unfortunately unable to provide me a replacement plastic set, Ryan took the time and effort to explain to me why. It isn't just a matter of policy or strict adherence to the terms of the warranty. Rather, due to the age of the AFM title they just don't have any plastic sets left in inventory to distribute. Regarding the PIC 2.0 chip, Art directed me to engage the original distributor, and they are now sending me the updated chip.
I can honestly say that my experience with CGC customer support in the few days I've owned my AFMr LE has been very positive, respectful, and extremely responsive to my needs. After actually speaking with Ryan & Art, I feel even more positive about their company and the quality products they are bringing to the pinball community. Ryan was also nice enough to chat a little pinball with me (wasn't in a rush to move on and get me off the phone), and even extended the offer for me to call their support team any time I might experience an issue with my game in the future.
I'm a firm believer of letting others know when I have a positive customer experience, and CGC has treated me as well as I could expect given my particular situation.