Keep in mind, the number of games in collections and out on location that are no longer under warranty *far* exceeds the NIB games that are still under warranty and covered by support.

Also keep in mind that pinball machines are complicated devices with thousands of parts. There's a lot that can go wrong. For most of pinball's history, it's been on the game owner to make repairs (or hire someone who could do them). Pinball is very much a hands on hobby. If you can learn to repair your own games, you're golden. If not, that's going to become a bit of a challenge as a game owner.

For the games covered by support, keep in mind that providing support services is an expense. The manufacturers make their money selling games, not repairing them. So yes, unfortunately, the speed of service won't be terribly quick, especially for something as complicated as a playfield swap. Not to mention that it's probably somewhere in the neighborhood of 25-40+ hours of labor.

So, I'd say keep checking in on them maybe once a week or two.

Try not to get discouraged. If you need advice on repairing your games, feel free to ask as many questions as you need to on the forums--there are plenty of people who are willing to help