Quoted from JerseyJack:

Out "Target Market" is first time players, NOT first time owners. That's OK too.
If this OP really spoke to his "friend" he would know that we are actually delivering another new game to his "friend" and picking up the other one.
I can guarantee that anything we build will break again. I've said it for all 39 years that I'm in this industry; "If it's not broke, it's not pinball" - so - should it have issues out of the box, no, could it, yes.
We are building pinball for about a year. Ford built millions of cars forever and they still get recalls.....
To own pinball, you need to learn to fix pinball, either with your hands or your checkbook. Groups like this one educate newbies. Know your limitations. The buyer of this game is not wrong. He deserves a game that is right, I agree, so....even though in sum total his issues are minor and we could take care of all of them within an hour on site, we will swap the whole game, in person, with our people taking care of it....done.
I've spoken to your "friend" more than once, including yesterday and have exchanged several e mails directly.
That's what WE do. That's how WE built the company. Sorry, shit happens and it will continue to happen even when we build 100,000 games, there will be something, Hey, it's Pinball.....