In hindsight, perhaps I should have gone through my distributor rather than stern. It appears they don't like dealing with customers directly on bigger ticket items like a playfield. Stern did put the onus on my distributor to check out the game, but what were they supposed to do anyhow when it is obviously warped? Then as far as I knew, the distributor was waiting on Stern. So I sent Stern even more pictures with a straight edge on the playfield showing some of the warp. That's not as easy as it sounds because you are limited where you can check because of the populated top. Luckily I was able to find some moderate warping behind the right flipper towards the shooter lane. I know there's more than that, but at least it was indisputable proof. Even so, I had to press the matter with Stern and ask what the course of action is. Finally they agreed to replace the playfield, but since there are no populated premium ones, they will swap the hardware for me. I have a disability and just can't do this type of work any more myself. So I appreciate them doing that for me and I thought things were finallly rolling. I'm told the crate will be shipped by UPS and I express concern over brokerage fees as it crosses the border. No worries I am informed. Then I am told I would be notified when the crate is shipped. 2 weeks go by and I hear nothing so I email Stern yet again asking for an update. In response they say it should have shipped and they will talk to the parts department about that.
Hey I am trying to be as thankful as possible here, but even though they are honoring the warranty, the communication and followup has been frustrating. That's why I wish I had gone through my distributor to begin with. They probably have better lines of communication, maybe more 'pull' too.
So hopefully, and I MEAN HOPEFULLY the shipping crate will arrive soon. Things could have been worse, Stern could have never replied or just said it's normal for the playfield. I'm happy it will eventually get fixed... It's just an exercise in patience right now.
So from my experience, sometimes it's better to go through your distributor than Stern. That is, if you have a good distributor. Sometimes maybe paying a little more for a good one is better than saving a few bucks and not having that support.
Rob