And that's the difference usually between a good and bad experience.
I found a similar experience to Onwallst when dealing directly with CGC. In my case it was a cabinet issue, but it seems that anything to do with playfields and cabinets CGC act a little defensively. "We are the best cabinet and playfield maker, therefore there cant possibly be a problem". To which my response was "I appreciate that, but I have a problem. Just because you are the best, doesn't mean there is not a problem".
Fortunately my dealer stepped up and helped me out, and full credit to him for doing so. But the one thing I learnt is I wont be buying another NIB game without first opening and inspecting at the point of sale. OR ill buy 2nd hand.
The CGC response that "We are the best cabinet and playfield maker, therefore there cant possibly be a problem and we wont address it" is completely disingenuous. If you truly are the best, then you stand by your product and correct it immediately. That's how you prove you're the best. You don't try and bluff your way out of it. You say "We are the best and this is not up to our standards. We hold ourselves to these standards because we are the best."
Plus, they are the manufacturer of the playfield and cabinet. The cost of them addressing the issue is substantially less than other manufacturers.
It cant be worth the backlash and unhappy customers. Don't look at what each replacement costs relative to one game - look at what it costs to address the issues relative to the entire value of your business. It costs nothing and the benefits of gaining an incredibly loyal and happy customer base are priceless.