I have only bought one NIB game and it went well but I picked it myself.

Packaging always seems like an after thought with companies, though they should be running rough handling tests and tests handling outside of normal conditions. I work for a manufacturer and we have to do flat drops on full units from a certain height depending on weight, we also have to drop it on corners, and simulate transit conditions. Sounds like further development needs to be done on their packaging, maybe some EPS corner pieces or something to distribute the load through packaging reinforcement pieces (if they exist) instead of the cabinet itself.

Glad things worked out, but bummed you didn't get a machine that met your expectations. It was reassuring to see all parties step up and resolve the issue.