Quoted from xTheBlackKnightx:

BLUF: Some people should not buy NIB pinball machines.
I now saw after reading this whole mess again that is the source of the problem.
It was completely unclear as the thread was muddled with non specifics, accusations, and lack of education.
This is case of new pinball buyer fumbling through the NIB shipping experience and knowing who to call and who not to call (at least initially).
There is a misunderstanding of the responsibilities of the buyer, seller (distributor), shipper, and manufacturer.
There is also a misunderstanding how this industry currently operates, at least for the time being, not that I necessarily agree with it since the market has shifted away from operators.
There is still a presumption that this industry and sales works the same way as consumer electronics warrantied device.
We are simply not there yet, until Best Buy starts offering NIB Stern pinball machines in their showrooms.
There is nothing in the description that indicates anything part of the responsibility initially from Stern.
After receipt reporting and damage remains at the discretion of manufacturer, if they choose to assist, which I am sure they would do, if conveyed properly, which has worked for me in the past when buying games from a multitude of manufacturers including Stern.
People need to be of the potential issues on pinball games, their shipping, legitimacy of claims, and what areas apply.
Either that or keep a set of fuzzy dice hanging over their house door frame every time a new game arrives.
I don't recommend the second option as "hope is not a method" in pinball.