I still marvel at how hard Stern seems to go out of their way to piss off it's customers.
You have customers where people adore your designers (asking for autographs), pay to come to your Epic parties, and aggressively buy your LE and SLEs priced at $8-12K+! People who are fanatic about guessing your next release - akin to Apple fanatics guessing, waiting, spying to find the new features of an iPhone 8 and get in line for one.
Instead of taking a direct marketing communication and messaging approach, you ignore until a change.org petition comes out. It's ok to say we need more time as we source new play fields to remedy the situation. We're committed to making this right for those customers impacted. Please continue to be patient. That promotes brand loyalty and lets you truly leverage social media rather than silly dancing monkey contests. Social media = direct unfiltered communication with your customers. Try it.
Yup, some will still bitch. But most will value the change because in the end - we want you to succeed because we love pinball. Create a marketing advisory board please, I'll volunteer to help. It really could make your life easier.