Let's take a step back. When you ship a pinball you have at least seven parties involved. You have Michelle / Judy, you have the local guys doing the pickup, you have the local dock, you have the truck driver, you have the remote dock (usually multiple docks and trucks along the way), then you have the destination dock, and then the local guys delivering the game.
Michelle is an agent for STI, then you have STI, then the local pickup, then local delivery.... You have so many hands in the pot, if one of them goes bad you get a bad taste in your mouth.
The local guys in Denver are better than great, I'd say fantastic/phenomenal. However, in your city, you might have a bad "NAVL" experience because a local guy screwed you.
I guess my point is, let's not be so quick to blame Michelle, someone who is probably bending over backwards and doing everything she can for you, when at the end of the day, the problem is out of her control / authority.
Quoted from burningman:
that I was the first delivery the next day, (8am) and they showed up at 12:45 in the afternoon on a work day. And that was the second time they were supposed to deliver.
I hope you find another shipper, competition is great and NAVL is expensive. Please be sure and let us know how it goes. But honestly, until you ship 100 games, and only 10-15 get dinged or damaged, and then they pay fairly every time, it's not worth saving $80 and a few days for me. Too much risk, I'd have one less pinball in my collection if a game I was responsible for got trashed and the shipper didn't pay.