Nice to hear some good about this company. I just acquired a stern game and while I realize that it may not possess the manufacturing pedigree if a Bally Williams, it is a pretty nice game. Wish the playfield apron were a bit beefier. I always support the bottom of the playfield as I raise the playfield for fear I will crack the apron. No big deal.

It's good to hear that a big company offers that type of support - I don't own a stern yet but if I decide I want one (ie. Metallica) this makes me feel good about getting it

Agreed! Support has always been stellar for me.

Also entirely agree. Stern support and in particular Chas has been extremely helpful each time I have required help.

They have treated me good also. Pat has gone so far as to check in with me on his free time to ask how my games working on a holiday break.

You mean Chaaaaaaaz...

I have 2 playfields that ghosted and are being replaced by Stern.

I give a lot of credit to my distributor. If it wasn't for him, I may not have been approved for replacements on both machines.

Same here

I've never had negative experiences with support after the sale. Sometimes things take a little longer than you hope for, but they generally take care of things. I know a few people have been left out in the cold, but they are in the extreme minority and there's always some part of the story that gets left untold, I'm sure.

I can't imagine how many times the tech support team quietly curses at the QA team for letting stuff go out that should have been caught in inspection though. Dudes in support are unimaginably patient.

Quick related question....as someone who bought Aerosmith secondhand...can I still get the same tech support as someone who bought the game new?

Funny because I had Samsung fridge crap out on me and the younger repair folks came over and basically do the phone tree to fix a major appliance

I've only had 1 issue with a Stern game, talk to Chaz the next day & they shipped out the part toot sweet.

I don't know what this means, but I'm sure it's good.

For second (and beyond) owners, they're usually pretty good about giving you the same level of support, and often times warranty coverage if the build date is fairly recent. You can't really expect them to step up and replace stuff after a game has been through three or four owners and seen thousands of plays though.

"right away"

Stern's tech support is top notch. I agree completely. Those guys are outstanding.

Another vote for Chas and company. Great guys, great service.

I have spoken to Chas about 10 times in the last 7 years, every time he was able to resolve the issue quickly.

Tout de Suite actually. "Toot duh Sweet".

http://www.phrases.org.uk/meanings/390125.html

Carry on...wayward son...

Great tech support.

Crappy customer service. I've sent many emails about code issues and never even got a reply back.

I'm done with Stern. I love my Stern pins but the company is dead to me now unless they do something about code and QC.

Stern has provided solid tech support to me over the years. I am not happy with Stern releasing games with known playfield isssues. I don't have confidence that any game Stern is currently making, will be free of deficiencies. However the prices have increased so fast and gotten so high, that combined with the quality issues, means I am out of the Stern nib market. Will still be targeting HUO Sterns for purchase going forward so I can tell if it's ok first. Buying a new pin should not be stressful.

OK, please can someone explain to me, why i never got any response to my ( two) questions over the years. Really never.

One time i wanted to know if it is planned to produce a 3D-Translite for Shrek, no answer. OK, no tragedy. Did buy Shrek and played it over years.

One time i wanted to know if i can get a new plastic which was broken from the beginning (GoT, the plastic on the right behind edge, where never comes a ball to, so i think it was too strong drilled). No answer.
So i have to buy a whole set (120 Euro or so)..... or what i did, removed the plastic and the LED and glued a raven there to cover the hole. Works. Works without you Stern.

So i am absolutely disappointed about support.

But i will remember....

Your distributor may be able to get you a single plastic, if you make it clear which one you need.

Ah OK. Sorry, missed the differences, for me it was only one company.

But now i know it is not the same standard in this company.

OK.

But nevertheless they lost me (also) for a little peace of plastic. I did not want the stars above only the feeling of a good CRM for nearly zero invest from their side.

Did not happen.

Maybe i need someday (because i have a Spike-System-Stern) their Tech help and be satisfied. We will see.

Chas has always helped me, regardless of what Stern game I was contacting them about. Stellar service!

Chas is awesome.

Manimal couldn't have said it better myself. I couldn't believe what it would be like if Chas wasn't around. This is a department they don't have to change. My only suggestion would be to clone Chas.

Stern Customer service

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