Just an observation, if the OP both wrote or called in the past three days...
Memorial Day weekend in the United States is not an optimal period to contact Stern's Customer Service.
The same goes for distributors.
Consider this point, as it was a important day to honor the fallen heroes of the United States conflicts.
Unfortunately, Stern has not installed the 24 hour batphone "hotline" for new pinball machine owners yet.
No TBA date either.
Note: Operators never had a batphone to WMS, GTB, DE, Sega, or AGC either, so don't get hopes up, and start identifying problems by education.
I am quite sure, if you call tomorrow, you will get answer, but ready to answer their questions back in correct technical detail and terminology to get the quickest proper help. There was not even a problem, title, or cause listed, so I am not what could be expected anyway. Case files are optimal to ensure the best results.