I've been able to avoid dealing with Stern service because the 4 NIB Sterns I've purchased over the last 4 years have all functioned flawlessly. I've never even had to take the glass off of them. I had the opposite experience with Jersey Jack where 4 out of the 5 NIB games I've purchased required significant time on the phone with (a very helpful) service tech and replacement parts. Due to overall good outcomes in every case, I plan to continue to buy NIB games from both companies.