(Topic ID: 312865)

Parts trouble? !?! (Operator can't get parts/support from distributor or stern)

By spectrum-1980s

1 year ago


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  • 322 posts
  • 68 Pinsiders participating
  • Latest reply 1 year ago by Anony
  • Topic is favorited by 7 Pinsiders

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    There are 322 posts in this topic. You are on page 3 of 7.
    -2
    #101 1 year ago

    Thing is, it isn't a bunch of pansy newbies bitching that Stern likes taking money from, but doesn't want to deal with. These are operators that can't get their games up for earning.

    #102 1 year ago
    Quoted from RyanStl:

    Thing is, it isn't a bunch of pansy newbies bitching that Stern likes taking money from, but doesn't want to deal with. These are operators that can't get their games up for earning.

    Yeah that's what annoys me. I have my machine at home and I would totally understand if they prioritized distributors/operators over us HUO players. But to leave an operator with a non-working machine for months seems like a slap in the face. Like they're begging them to go with another company. I guess lack of competition really makes it easy for them to turn a blind eye.

    I bet if there was some sort of revenue sharing like Golden Tee and other arcade games have they would get them back up and running a lot faster.

    12
    #103 1 year ago

    I call bullsh1t. "pansy newbies " deserve their machines functional every bit as much as you "Ops".

    I have an out of warranty paper weight that I couldn't even get decent tech support on.
    Took months to get a half ass response from them. Eventually; I had to fix it myself by "shot gun" troubleshooting.

    So; I get it - it hurts when these things are suppose to make you money... but EVERYONE deserves support and parts.

    OPs DO NOT deserve special treatment. period.

    11
    #104 1 year ago

    Stern, hire more tech engineer folks to answer phones and fire your stupid gen z social media nerds. Hell, hire LTG

    #105 1 year ago

    And stop releasing new machines until you can support the current lineup...

    #106 1 year ago

    It's 2022, if the normal lanes of service do not get you adequate response, then you go to social media. Generally companies are monitoring and don't like their name tarnished in public. Just don't abuse it.

    #107 1 year ago
    Quoted from Zablon:

    , if the normal lanes of service do not get you adequate response, then you go to social media.

    Nah. Stern just blocks you if you post anything even close to negative.
    You only can post a public Story on your own wall and hope it goes virial

    #108 1 year ago

    Wait, pinside isn’t social media?

    Man have I been going about this wrong…

    Quoted from Zablon:

    It's 2022, if the normal lanes of service do not get you adequate response, then you go to social media. Generally companies are monitoring and don't like their name tarnished in public. Just don't abuse it.

    #109 1 year ago
    Quoted from Oaken:

    Wait, pinside isn’t social media?
    Man have I been going about this wrong…

    Not social enough. It's its own little world. Not enough reach.

    #110 1 year ago
    Quoted from Zitt:

    I call bullsh1t. "pansy newbies " deserve their machines functional every bit as much as you "Ops".
    I have an out of warranty paper weight that I couldn't even get decent tech support on.
    Took months to get a half ass response from them. Eventually; I had to fix it myself by "shot gun" troubleshooting.
    So; I get it - it hurts when these things are suppose to make you money... but EVERYONE deserves support and parts.
    OPs DO NOT deserve special treatment. period.

    My comment was in regard to cosmetic issues that were never really an issue with operators, so they didn't add to the customer service burden (when they had someone to call). Yes, nobody deserves broken parts and chipping/warped playfields.

    #111 1 year ago
    Quoted from Oaken:

    Wait, pinside isn’t social media?
    Man have I been going about this wrong…

    No, Pinsiders buy every game regardless of the problems because self control is hard. Probably why they don't care because everygame sells out.

    #112 1 year ago
    Quoted from Guidotorpedo:

    We built our own mando plastic assembly out of lexan after it snapped. The one they send you will just break again.
    We’ve welded the mini pf diverter twice... once for the curved guide, the other for the little guide finger. The finger broke again, so I used a long metal retail hook and bent it around the assembly in its place. It looks ghetto af, but it’ll never break again.
    Mando sucks. I’ll never own another one again.
    I did just get a warranty cpu replacement for my Godzilla premium after 4 requests to my distributor. Not my distributors fault. Stern received the first request and literally sat on it, did nothing. On the 4th request, I asked my distributor if I needed to fly to Chicago and give the folks at stern a size 12 proctologist exam in order to get my shit. Mysteriously I received the cpu the following week.
    I’m waiting going on 3 months for a cpu for an out of warranty beatles. Since stern can make 40 games a day, I want to buy one for a regular price (not $900 as if the board is not available), yet stern says they are out of stock. Bullshit.
    All tech correspondence is STILL through email. No phone number to call since Covid. Very frustrating..... just not right.
    Really makes me not want to buy anymore.

    Just got a CPU for my Munsters. Took about 4 months, not warranty. Purchased via my Distro. Fortunately, my original CPU sort of worked so the pin was playable.

    I also had a Munsters plastic finally show up. Stern covered that one since apparently they break often. Not even sure when that order was placed, except it was ages ago.

    #113 1 year ago

    I finally got my Mechagodzilla hinge plate after 9 months. On the bright side, it’s easier getting Stern parts than TouchTunes parts

    #114 1 year ago
    Quoted from mbwalker:

    Just got a CPU for my Munsters. Took about 4 months, not warranty. Purchased via my Distro. Fortunately, my original CPU sort of worked so the pin was playable.
    I also had a Munsters plastic finally show up. Stern covered that one since apparently they break often. Not even sure when that order was placed, except it was ages ago.

    Not kidding..... my Beatles cpu showed up yesterday. It’s playable currently, but has no audio.

    #115 1 year ago

    This thread makes me worried about getting a spike 2 game. I'm wanting to upgrade sometime in the near future to a LCD pin, but this makes me want to stick with DMD games with a ColorDMD.

    #116 1 year ago
    Quoted from Guidotorpedo:

    Not kidding..... my Beatles cpu showed up yesterday. It’s playable currently, but has no audio.

    The original CPU has the audio issue?

    #117 1 year ago
    Quoted from RyanStl:

    This thread makes me worried about getting a spike 2 game. I'm wanting to upgrade sometime in the near future to a LCD pin, but this makes me want to stick with DMD games with a ColorDMD.

    I felt the same but have had no issues with mine. Like most things 90% of people will have no issues ever and will love it, but if you get stuck in that 10% that has an issue there is a chance you will be stuck waiting ages to get it fixed, or paying an arm and a leg to get a new board ASAP.

    I get why they went to newer style electronics but considering the way these machines get used it would have been smart to keep them in a format that is easier for people to service themselves.

    #118 1 year ago

    I will be attending expo and plan on voicing my opinion politely if I can at the q and a . This is utter bull shit. Game of thrones le needs a node board noone has in stock and Stern won't talk to their distributors yet they will make another game and use parts people need and won't sell. How can we make any god-damn money with broken shit.

    #119 1 year ago
    Quoted from spectrum-1980s:

    How can we make any god-damn money with broken shit

    Buy two. Designate one as a part machine

    #120 1 year ago
    Quoted from Zitt:

    Buy two. Designate one as a part machine

    if I buy a new model jukebox, I buy more than one so we’ve got parts. Need 3 AMI Curves? Order 4. Need a dozen TouchTunes? They’re such pieces of shit you better order 15 so you’ve got enough spare shit.

    #121 1 year ago
    Quoted from spectrum-1980s:

    I will be attending expo and plan on voicing my opinion politely if I can at the q and a . This is utter bull shit. Game of thrones le needs a node board noone has in stock and Stern won't talk to their distributors yet they will make another game and use parts people need and won't sell. How can we make any god-damn money with broken shit.

    Stern. PLAY BETTER. we know your gen-z nerds are reading this thread for you. Hey gen-z nerds, relay these messages to Gary and George, you guys need to allocate parts for repair. Hook up folks who already have games! And not for nothing but these node boards only cost like 20-30 bucks from the manufacturer so let's not ram it too far up our ass please.

    #122 1 year ago

    So this one may take the cake, got my new Godzilla pro. It took three people just to get the glass off. THREE. And even then it was a struggle. I’ve now loosened the side rail fastener’s just to make the glass movable but still extremely tight, clearly the cabinet is warped. sterns service department solution is that they ordered “extra polished glass” and of course they have no ETA. Sure hope my game on route never needs new glass, not sure I’ve ever seen extra polished glass for sale. Speaking of bending over operators, how about chipped Rush playfields from that awesome scoop protector It came with?

    260A49BB-62E0-4FF3-B35F-AF0323BC6265 (resized).jpeg260A49BB-62E0-4FF3-B35F-AF0323BC6265 (resized).jpeg59B185B3-EDE6-47C3-B72A-10A89EA3C34D (resized).jpeg59B185B3-EDE6-47C3-B72A-10A89EA3C34D (resized).jpeg
    #123 1 year ago

    I contacted every email I can. We will see if I get a response. If anyone has any Stern parts emails please pm me.

    #124 1 year ago

    I also have two recent build GZ pros with super tight cabs that is almost impossible to remove the glass

    #125 1 year ago

    There is a thread on the glass issue. How could that be screwed up? Almost unbelievable.

    #126 1 year ago

    It's stern this is totally believable they found a way to screw something up again. Just another thing to add to there list. I like them to be the best but this demonstrates otherwise.

    #127 1 year ago

    Eddie Yates

    [email protected]

    Good luck. Stern doesn't deal with customers direct anymore is the answer that I get from both Stern and the distributor that I bought the game thru.

    #128 1 year ago

    I managed to get a response from one of my emails. Seems to want to help , however get this . His response to my node board question was "we can not get them from our board manufacturer due to parts shortage, there is no eta on availability" So I have a 10,000 paper weight. I sent another email asking if I could send my board in for repair, waiting response. But there board manufacturer can make the ones they need for production games. Stern could push them , I'm sure they are a large account and could source the parts there missing or work with them to help eatchother help us. But we're not important. I really hope they will repair this board otherwise I may loose my mind.

    #129 1 year ago
    Quoted from spectrum-1980s:

    I managed to get a response from one of my emails. Seems to want to help , however get this . His response to my node board question was "we can not get them from our board manufacturer due to parts shortage, there is no eta on availability" So I have a 10,000 paper weight. I sent another email asking if I could send my board in for repair, waiting response. But there board manufacturer can make the ones they need for production games. Stern could push them , I'm sure they are a large account and could source the parts there missing or work with them to help eatchother help us. But we're not important. I really hope they will repair this board otherwise I may loose my mind.

    I don't think stern has the equipment or the expertise to repair this kind of board which is pretty much all surface mount components. You'd need a specialist with access to the schematic to do this kind of repair most likely.

    Makes me wonder if guys like Louis Rossmann would see any profit offering repair services for these boards.

    #130 1 year ago

    I can do surface mount re-work and after the last email. I am stuck with one option. Try to fix it myself. Stern said no repair, no parts , you wait. Maybe they have parts to make boards around March maybe plus time to get through Stern to me. Call it 9 months. Bull shit.

    #131 1 year ago
    Quoted from spectrum-1980s:

    I managed to get a response from one of my emails. Seems to want to help , however get this . His response to my node board question was "we can not get them from our board manufacturer due to parts shortage, there is no eta on availability" So I have a 10,000 paper weight. I sent another email asking if I could send my board in for repair, waiting response. But there board manufacturer can make the ones they need for production games. Stern could push them , I'm sure they are a large account and could source the parts there missing or work with them to help eatchother help us. But we're not important. I really hope they will repair this board otherwise I may loose my mind.

    What he meant to say was "We don't stock parts for old games and we aren't going to order a new run of boards just for your service ticket."

    Their entire problem is their complete apathy towards service inventory -- been this way forever. Problem is now we have common failures on parts that Stern is the sole supplier of. Repair guys will have to be the way to fill the gap.

    #132 1 year ago

    Don’t we have some good circuit board guys in St. Louis? Certainly someone can trouble shoot such an issue. Are there proprietary parts on it? There are places online that will print you a board if you give them specs. Aren’t there ways to get a new board and then add the same components? Keep in mind that I know nothing about PCB’s other than having done some minor repair work. However, there has to be a way. Certainly the talent exists on this site to devise a work around. There are world class guys here. Maybe it would be worth starting a thread dedicated to finding a way to reproduce the node board.

    #133 1 year ago
    Quoted from PinSpinner:

    Don’t we have some good circuit board guys in St. Louis? Certainly someone can trouble shoot such an issue. Are there proprietary parts on it? There are places online that will print you a board if you give them specs. Aren’t there ways to get a new board and then add the same components? Keep in mind that I know nothing about PCB’s other than having done some minor repair work. However, there has to be a way. Certainly the talent exists on this site to devise a work around. There are world class guys here. Maybe it would be worth starting a thread dedicated to finding a way to reproduce the node board.

    I think it depends on if they use any proprietary parts, which I'd think is unlikely, and what the issue is. Some issues can be tracked down by checking component by component for the problem part but a lot of the time you need a schematic to know what each part is supposed to be doing.

    It also depends if any of these boards are layered. If they have multiple layers the repairs become a lot harder from what I've seen.

    If someone can get a hold of the schematics it would probably go a long way to get repairs going.

    #134 1 year ago
    Quoted from Anony:

    I think it depends on if they use any proprietary parts, which I'd think is unlikely, and what the issue is. Some issues can be tracked down by checking component by component for the problem part but a lot of the time you need a schematic to know what each part is supposed to be doing.
    It also depends if any of these boards are layered. If they have multiple layers the repairs become a lot harder from what I've seen.
    If someone can get a hold of the schematics it would probably go a long way to get repairs going.

    All the way at the bottom of the stern support page there's pdfs for a bunch of node boards and some have schematics.

    This is the page I'm referring to: https://sternpinball.com/support/
    Couple random schematics:

    https://sternpinball.com/wp-content/uploads/2019/02/520-6976-72A-SPI-only-NODE-board.pdf
    https://sternpinball.com/wp-content/uploads/2019/02/520-7014-00A-SPIKE2-MPU-Module-brd.pdf

    There's several more besides those.

    There doesn't seem to be nearly enough links on the page to cover all the boards but I've never gone through them to try to ID everything. It's possible there aren't as may different board designs as I imagine or maybe many of the boards are just minor variations to a few core designs. They seem pretty straightforward and random major components I've checked are all commodity things available from places like mouser, albeit some with nasty lead times right now but I'm just a through-hole hobbyist. Maybe someone actually able to do surface mount stuff will look at them and tell me how wrong I am.

    11
    #135 1 year ago

    Stern won't/can't supply parts to support their already released games and yet over in the 007 thread, Pinsiders are fighting to buy the various versions of the new Bond game sight unseen! With hundreds and thousands of people standing in line dying to give Stern their money, is it any wonder why Stern doesn't give a crap about their old customers? Nothing will change until people stop spending top dollar for lousy support.

    #136 1 year ago
    Quoted from sbmania:

    Stern won't/can't supply parts to support their already released games and yet over in the 007 thread, Pinsiders are fighting to buy the various versions of the new Bond game sight unseen! With hundreds and thousands of people standing in line dying to give Stern their money, is it any wonder why Stern doesn't give a crap about their old customers? Nothing will change until people stop spending top dollar for lousy support.

    Yeah there needs to be more viable competition. I know there are a few companies out there right now like Spooky and JJP but they don't produce anywhere near the volume to threaten Stern. Also Stern has a legion of fanboys who will buy everything they release sight unseen so they really have no need to change what they're doing at the moment.

    11
    #137 1 year ago
    Quoted from flynnibus:

    Their entire problem is their complete apathy towards service inventory -- been this way forever. Problem is now we have common failures on parts that Stern is the sole supplier of. Repair guys will have to be the way to fill the gap.

    Gee, if only folks could've predicted that this would happen when stern promoted node boards as easily replicable parts that would be readily available, instead of having to go with 3rd-party repair options

    Quoted from craif:

    All the way at the bottom of the stern support page there's pdfs for a bunch of node boards and some have schematics.
    This is the page I'm referring to: https://sternpinball.com/support/
    Couple random schematics:
    https://sternpinball.com/wp-content/uploads/2019/02/520-6976-72A-SPI-only-NODE-board.pdf
    https://sternpinball.com/wp-content/uploads/2019/02/520-7014-00A-SPIKE2-MPU-Module-brd.pdf
    There's several more besides those.
    There doesn't seem to be nearly enough links on the page to cover all the boards but I've never gone through them to try to ID everything. It's possible there aren't as may different board designs as I imagine or maybe many of the boards are just minor variations to a few core designs. They seem pretty straightforward and random major components I've checked are all commodity things available from places like mouser, albeit some with nasty lead times right now but I'm just a through-hole hobbyist. Maybe someone actually able to do surface mount stuff will look at them and tell me how wrong I am.

    All the schematics and node boards were organized in a better way on pinwiki: https://www.pinwiki.com/wiki/index.php/Stern_SPIKE%E2%84%A2_System_Repair#Schematics

    Unfortunately, it looks like stern only released that initial batch of schematics after a ton of pressure from the community, but hasn't followed up with releasing schematics for boards released after that.

    #138 1 year ago

    I was told it was not being discontinued. However I will say, if your buying a new pinball, if it looks like it might brake order an extra assembly once the manual comes out in advance with these wait times, and if it's a game that's on the line. There are zero fucking excuses Stern should give. Pay there price . Zip it and ship it.

    #139 1 year ago

    I still have no walking ball lock for my avengers le either... Stern has not prosesed the PO because they have not sent pricing back to my distro. Over a month now. Wich seems like there doing that on purpose.

    #140 1 year ago

    Still missing turtles Le spinner and glider assembly ordered on 3/8/2022 from game room guys #PO148130 including my order numbers and dates from here out.

    #141 1 year ago

    We are planning on starting a pinball stream. Play throughs reviews etc. I would like to think we are considered a flagship location of Stern products.
    www.westcountypinball.com I will definitely be telling people why things don't work right on my games if I'm streaming them . Nothing against Stern but, I'm the kinda guy that takes things to level 12,999.00 when talking about le pinball machines just like them.

    #142 1 year ago

    Stern does make the best pinball. But currently the worst support. What made me get this involved into Stern products and business is this story I will share. Wich I now know to be absolutely false and was a complete fluke.

    Shrek 2008. This is a game I bought from a operator in lin mo who was kind enough to let me make payments I paid 3,200 total. This was my intraductory big newer title for me. It was a big deal. The year is 2013. It had the tops display topper and said chuck e cheese on it had the big ticket dispenser. Reading the manual no directions on how to tell it to stop saying welcome to chuck e cheese. Drop target bank would not register. I called Stern phone tech support. I told them. My Shrek I bought used says chuck e cheese how do I turn it off? Told me take the glass off locate dip switch blah and flip it with the game off. Disable now sweet! He then asked is your game code up to date, I responded with what? Walked me through it over the phone and stayed on the phone with me the whole time. Got to the drop targets told me Wich pins to short out and verify it was the opto board, verified it was the opto board , gave me the part number and the web address of an authorized distributor with the part in stock and told me to call back when it comes in. Called back when it came in walked me through replacing it. Was level 100 service perfect 10 out of 10. I was so impressed and so happy a company went that far with me on a used game and I said yes Stern here on out. What a fucking shame.

    This is what sold me on Stern. If I could do it over again, I wouldn't have invested as deep as I have.

    #143 1 year ago
    Quoted from ForceFlow:

    Gee, if only folks could've predicted that this would happen when stern promoted node boards as easily replicable parts that would be readily available, instead of having to go with 3rd-party repair options

    The concept isn't the problem - It's stern's business posture towards support.

    #144 1 year ago

    I'm sorry for ranting here constantly. But thank you for your guys support and reading these. It's so frustrating that your future depends on parts availability. financially when your this far into being an operator that provides for you family in this case my girlfriend it is infuriating to think someone or a company can do this and be okay with it. I love pinball, we want people to play working pinball and experience the greatest best playing tuned machines. That why I get upset is because I love it so much and enjoy doing it. I would just think, maybe I'm greedy but when your Stern army, have 250,000 plus tied up in Stern pinball you would think you could get a damn person on the phone. I'd like to think I'm a somebody to them.

    #145 1 year ago
    Quoted from flynnibus:

    The concept isn't the problem - It's stern's business posture towards support.

    Yes and no. Obviously the situation would be a lot better if they were able to provide replacements quickly and affordably but the idea of moving to stuff that needs to be scrapped and replaced is a huge problem these days. Right to repair people have been trying to hammer this home, but at some point you just won't be able to get replacement parts for these types of devices and a system that uses easily repairable boards with common off the shelf components is always going to have more longevity than the stuff we are getting currently.

    Hell most devices aren't even made to have replaceable batteries these days. I remember a Louis Rossmann video where he showed some multi-thousand dollar e-bike that said on their website that if the battery dies you're likely going to be ready for an upgrade at that point anyways, so just chuck the entire thing in a landfill and buy a new one rather than replacing the battery. That's just absurd, and of course things like the ESG score pay no mind to that kind of design.

    #146 1 year ago

    Po1017438 placed on 4/04/22
    Rivited plastic assembly Mando le
    2x Mando le decal sets

    Po1017436 placed 4/04/22 (WARRANTY!!!)
    Rivited plastic assembly Mando le

    This rivited plastic assembly is still broken and if I had not attempted a botch repair the game would still be down. Further back I showed pictures of where I rivited the two broken halves together with some metal.

    #147 1 year ago
    Quoted from spectrum-1980s:

    Stern does make the best pinball. But currently the worst support. What made me get this involved into Stern products and business is this story I will share. Wich I now know to be absolutely false and was a complete fluke.
    Shrek 2008. This is a game I bought from a operator in lin mo who was kind enough to let me make payments I paid 3,200 total. This was my intraductory big newer title for me. It was a big deal. The year is 2013. It had the tops display topper and said chuck e cheese on it had the big ticket dispenser. Reading the manual no directions on how to tell it to stop saying welcome to chuck e cheese. Drop target bank would not register. I called Stern phone tech support. I told them. My Shrek I bought used says chuck e cheese how do I turn it off? Told me take the glass off locate dip switch blah and flip it with the game off. Disable now sweet! He then asked is your game code up to date, I responded with what? Walked me through it over the phone and stayed on the phone with me the whole time. Got to the drop targets told me Wich pins to short out and verify it was the opto board, verified it was the opto board , gave me the part number and the web address of an authorized distributor with the part in stock and told me to call back when it comes in. Called back when it came in walked me through replacing it. Was level 100 service perfect 10 out of 10. I was so impressed and so happy a company went that far with me on a used game and I said yes Stern here on out. What a fucking shame.
    This is what sold me on Stern. If I could do it over again, I wouldn't have invested as deep as I have.

    That's good service. Now there is nobody to call, right?

    #148 1 year ago
    Quoted from RyanStl:

    That's good service. Now there is nobody to call, right?

    Correct. Call the number yourself. It will say we are handling all service via email. Emails that get ignored or pushed off or marked not important.

    #149 1 year ago
    Quoted from spectrum-1980s:

    I still have no walking ball lock for my avengers le either... Stern has not prosesed the PO because they have not sent pricing back to my distro. Over a month now. Wich seems like there doing that on purpose.

    This is one part you can simply remove and leave off, I always thought the game plays better without it.

    #150 1 year ago
    Quoted from BrianBannon:

    This is one part you can simply remove and leave off, I always thought the game plays better without it.

    That is exactly what I have done Brian!
    But when I go to sell the game one day it will affect the value of the machine drastically without that part functioning.

    There are 322 posts in this topic. You are on page 3 of 7.

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