sucks that it happened. but as far as NIB, I have purchased 4 in the last 8 months, and other than some head decals not adhering to my backbox, have had (knock on wood) zero issues with stern quality. or if there are issues, they aren't enough for me to notice.
I can tell you this, the feeling of opening a NIB machine is like no other. and something I want to do as often as I can.
OP, I hope you get things worked out and that in the end you are a happy stern NIB customer!! best of luck.