I've bought 2 NIB Sterns, 1 JJP and 1 Spooky. I had one major issue with my BM66 when the cabinet actually split. Stern never substantively responded to my messages to them other than asking for the SN, but once I got my distributor involved they sent me a new cabinet (unfortunately they sent me an Aerosmith cabinet), another call into the distributor and about 6 weeks later I received a new BM66 cabinet followed by the pleasure of swapping everything into it. I can't say I was dissatisfied, nor would I describe the customer service as "the best" since it took getting my distributor involved (twice) to get things squared away. This has been pretty much par for the course on my efforts to communicate with Stern.

My JJP hasn't had any issues that required customer service. Don't read that as the game is bullet proof, only that nothing has arisen to the level that I really needed the manufacturers help. That being said, they were very quick to respond to an inquiry I had about software updates.

Similarly, my Spooky game has been largely trouble free, but I have had to reach out to the team about a missing part on an accessory as well as the shipping and whatnot when the game was ready. I only dealt with KT, but she was super friendly and quick to respond. I would not hesitate to buy another game from them.