Quoted from Eskaybee:
I usually email Chas (firstname.lastname@example.org) and cc my distributor and tell them the problem. 9 times out of 10 Chas asks me for my game's serial number and shipping address, verifies it, then he sends me the replacement part. Fairly trouble free.
Quoted from vireland:
I would have just contacted Stern directly. Best results in general. Your distributor sounds kind of crappy though. Why don't they go out of pocket for a $5 switch to keep a customer happy? Who are they?
Perhaps another example of me not being familiar with the pinball industry. In my experience the distributor is the preferred point of contact by design, and the manufacturer wants nothing to do with the end user.
Game Room Guys sold me my machine.