Quoted from IdahoRealtor:

Why are you guys saying total loss? If the game is otherwise okay and playing, this guy just needs a new lower cabinet.
Obviously ideal to have a new pin shipped out, but that might be more difficult to accomplish.
Curious to see what his distributor recommebds

Quoted from cottonm4:

This statement from the guy is closely related to the general statement, "Don't worry. We'll take care of you". Every time I have had someone say that they will take care of me I wind up getting FKed.
Nowdays, if I get the "we'll take of you" routine I am asking how are you going to take care of me? What do you mean when you say....? If your product is so good why do you only have a one year warranty? How much is it going to cost to fix this thing if it break?
WTF is a concealed damage policy? I'd like to see a paper copy of the policy, please. Who determines the amount of damages? Who pays for the damage? How do I get my money back? Too late one learns these are the kinds of questions to be asking. But that service rep had a nice smile and seemed genuinely concerned. As you get older you learn.

Quoted from sethi_i:

I haven't been in the pinball hobby long, and thankfully my purchases have been problem-free.
But in this situation, I hate to say I think your comment about principle and complete replacement isn't realistic. The trucking company isn't looking at this like "OMG it's a NIB Iron Maiden pinball machine, and we've ruined it!!". They're looking at it like "it's a cabinet...what's the repair cost? Agnes, call the insurance company.".
Stern and the distributor may be able to put some pressure on the trucking company, but they can't force them to cover full replacement. I'd also be very surprised (happily surprised) if Stern and/or the distributor ponied up to cover the difference and sent a new one on their own.
I've seen this type of thing many times in the flooring industry. We put in a $10k wood floor, and the appliance company scratches it putting in the refrigerator. The homeowner goes ape-shit and wants Lowes to pay to replace their floor. In the end, Lowes pays for the replacement of the scratched boards.
To the trucking company, the simplest remedy isn't to take this one back and bring him another one. The simplest thing for the trucking company is to write a check for repair. Not ideal, but realistic.