Quoted from Utesichiban:
"Should is the operative word. I agree 100%. Fortunately I’ve only had a couple major issues with Stern pins that required parts be replaced, but both times they sent new parts and offered tech help by phone (before Chas died). The first time I was new to pinball and pretty upset they didn’t offer to pay for a tech to come repair the NIB pin I had just paid $7200 for. That was serious money in 2017."
It still is serious money and your expectations aren't unreasonable at all. This notion that you have to be an expert in pinball repair to be a part of the hobby and purchase a new game is part of the problem IMO.
Manufacturers know if people will just continue to buy their games despite increasingly shoddy QC and customer service, nothing will change and things will only get worse in that regard.
this is it, 100%. whenever I have a problem, I can solve it and typically I do if it does not require new parts.
Nonetheless, I do not and never let Stern off the hook. I will contact support and ask for help regardless - why you ask? - simple. Because they need to be aware of their sh!t workmaship.
I think accountability if part of the problem. Did you notice that Stern machines do not have a QC sticker?
Spooky for example (and Williams/ Bally in the old days) all have a sticker inside with the person that inspected it. If you receive this game and report QC issues, What do you think Spooky is going to do after the receive 5 phone calls with issues in games from the same person... The sticker is there to keep them accountable and to also call them up when they F up.
Stern has none of that but I make a point in calling support every time, often I do because I do need the parts, but I do take the time to report all the problems I find in the game.
Not sure if this makes a difference or not, I hope it does...I just hope it does....