Quoted from PinRetail:

'Does not work' is a fairly generic complaint!
Did you buy from a reputable dealer/distributor? Have you called your dealer/distributor to allow him to help you?
Does the pinball tell you it has a malfunction?
Does the Jetpack work in test mode?
Have you checked for mechanical binding?
Are the wires/plugs to the unit in good order? (Connectors plugged fully in, no obvious problems with wires poking out of the back of the connector, etc...)
People who buy 'new in the box' frequently end up with all the problems that I fix before the customer sees them. This isn't an uncommon problem... 'Something doesn't work and the machine is brand new!!!'...
A while back I got eight new Stern pinballs. Six of them had problems. Two worked well! Of the six problem machines, four were easy 'any homeowner could fix this' things (LED bulb had popped out, screw loose allowing a ramp assembly to move over and trap the ball, switch blades so close that the slingshots would double trigger, this level of problem).
But two of the machines had problems that the average homeowner would have had problems with. Broken 'E' clip on ball launcher assembly allowing launcher to move left and right randomly. Bad SD card that a new card and new software had to be installed.
Point of the matter is, these machines are still being made with the old school idea that the manufacturer would ship to a dealer/distributor. The dealer/distributor would unbox, check the machine, fix anything that needed fixing, and support the eventual customer with local technical support and common parts, as well as being the point of contact if any specialty parts need to be ordered from Stern.
That's not how a lot of machines are ending up in people's homes now... so unfortunately, your frustration is pretty common.
If you can describe the problem better, maybe the community can help you. But your first point of contact should probably be your dealer/distributer, or failing that, email Stern.
Let us know what happens here!