As soon as you get a new or used game, you should do a sanity check and reseat all the connectors, and look for any loose parts or screws - before you power up.

Whenever I get a new power amp, I always pop the top, reseat the boards and tighten the power screw lugs. 2000 miles of bumps and thermal cycling has the potential for disaster, especially when the product draws 18 Amps....

So what was wrong with your board?

I imagine people that don't get good customer service contact stern support playing "upset customer" ranting about how much they paid etc. "For what I paid these decals shouldn't be wrinkling". Those folks are getting what they deserve. They're annoying.

I imagine the ones that get good service are calling support and simply sticking to their issue and acting like a normal person.

Solution:
Wait until game is on location.
Play game.
Is it fun? Like the level of code?
Buy.

This pretty much works almost ALL the time. Why?
1. The manufacturing/assembly/boxing bugs are likely resolved
2. No need to obsess over online videos to "imagine" if you will like it- you already PLAYED it.
3. No need to complain about code updates- you just don't buy until its right.

I agree with this completely. It's just plain common sense. People tend to treat people how they're being treated. You act like a D-bag you get treated like a D-bag, I know that's how I roll.

In addition, production variations will always make an NIB purchase a risk, especially if you're looking for perfection. Solution, buy a HUO example that you get to examine first.

Bought a HUO LOTR. I noticed that several LED's in the "Man" "Dwarf" "Elf" ring indicator above the flippers were not working. Started checking around and found a wire in the head that was loose. I determined it should have been inserted to a IDC connector. Looking at the wire it was pristine, there were no marks indicating it had been previously inserted into the connector (as the connector cuts the insulation it is pretty obvious). So Stern clearly missed the fact that multiple LED's were out on this machine because they never worked until I put the wire into the connector.

I understand that mistakes are made (wire missed) but a comprehensive check should have easily caught this issue. Overall I think they do a pretty reasonable job for the complexity that is a pinball machine, just pointing out they are not verifying every function (at least they were not in 2003).

So the previous owner did not notice that a bunch of lights were not working after they had just replaced them with LEDs ???

No, he's talking about the ones that were LEDs from the factory (in 2003, imagine that). It's more surprising that the previous owner didn't notice the problem.

FWIW, my LOTR had no problems at all until I'd owned it for 6 years. I had to replace one transistor. Solid as a Toyota.

THIS. I've always been super patient and understanding... even when Stern messes up and sends me the wrong thing or takes a while to get out a replacement. You're basically speaking with one or two EXTREMELY busy people troubleshooting one of three thousand possible problems, and that's just for one of MANY titles. You're going to be dealing with them every time you have an issue, so it definitely doesn't hurt to act like a decent human being.

this is all based on an assumption that raving lunatics are the main people having problems. Does that seem likely?

The ring lights are LED's from the factory. The game only had about 250 plays on it when I got it. He was more of a collector than a player.

I had a newer Stern game that had a sound issue. It was hard to explain to Stern so they suggested i make a recording. This game was not under any warranty. I sent the recording to them and he had it evaluated by someone there and they determined the problem and made suggestions on how to remedy it. Following their suggestions, the problem was solved. pretty awesome if you ask me.

Hahaha. Well... I've definitely had my fair share of problems in the past, especially with GOT. I do consider myself a raving lunatic, but my point is you'll get further in any type of customer service situation when you try your best to NOT act like one around the person that is helping you out with something

Probably not lunatics, but I'd bet that people who called rationally and calmly got better results. It's human nature.

There's someone in my family who I've heard a few times talking in a condescending and snarky tone to a support person (not pinball related). I cringe every time I hear it. You're talking to a PERSON, not a company - act accordingly.

I refuse to go out to dinner with complainers.

I know that this was years ago but Joe Blackwell was awesome with my issue in the past. Sad to me that he is no longer with Stern.

I think Stern does a great job warranting their products. I've had several issues with NIB games and Chaz was always helpful in telling me what to check for or what was wrong. New parts were sent out free of charge, return packaging paid for to return defective part, game works like a charm. If I have future problems I would more of the same great customer service. After all we are valuable customers and they do want to keep us as customers. I am happy and I will be a return customer.

I think he works for namco now if I remember correctly.

Yes he does

Top bloke ! I had a beer with him at the local pub the other week...

What's so funny? Seriously - I don't spend near the hours you do reading and commenting on what seems almost every thread (or at least the handful I visit). I thought Jack was warning people since the seller sells lots of pins but was not a authorized JJP dealer & was selling a nib WOZ appearing to be a authorized dealer - I thought that is considered gray market but guess not lol.

I miss Jack on pinside - sorry you critics feel otherwise, and I agree Sterns warranty is a joke on paper. Hopefully competition forces Gary to reevaluate.

Don't get burned. Make the right pinball choice.

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Stop looking at my ass and following me around then....

I had bought a used metallica prem last year that was a year old. I noticed the chrome trim around the head had some bubbling in it not a big deal but i figured id email stern let them know. They sent me a free replacement set with free shipping and im in Canada. I was impressed.

Though it was something small i just had a good experience with Stern, called Chaz about a shaker i was having trouble hooking up, turns out the kit came with the wrong instructions and he is sending me the missing z connector i need for free

This thread is mis-labled considering that in practice Stern's support consistently exceeds their stated warranty. When it's a design or manufacturing defect they tend to support fixes for years after purchase in my experience.

IMHO it's all how you approach the company. If you call them and explain an issue, you stand a pretty good chance of them being fair and doing the right thing. If you get unreasonable or aggressive, they will have a tendency to dig their heels in. That's human nature. There have been some times when I've ended up talking to someone who was obviously either having a bad day or I just wasn't connecting with them on some level, so instead of going off on them, I'd just wait a few minutes, call back and hope that I got a different rep on the phone. I've had a lot of success with that. The golden rule goes a long way when you're working with someone in customer service.

That seems crazy that they would not send you new decals.

The distributor you bought your machine from should be willing to go to bat for you if you can't get results.

Stern has to put in writing a bulletproof legal document. They are VERY flexible from my experience and typically go out of their way to make their customers happy.

Just what I need, another reason to be paranoid and wait for sales in the secondary market. Is this common? Maybe related to how young the particle board cabinet is?

Ah, what the heck, I bit the bullet anyway and ordered my first new Stern!

Hard to control ourselves isn't it

Loosen up the flipper buttons so the decals don't wrinkle as soon as you get it.

Don't know if you're just pulling my leg now, but ok, it sounds good to me!

Totally serious.

Missed out on this one in the secondary market one too many times. No more...

Not your typical overly pretentious response but funny!

I would think my machine should be a bit of a reflection of me and my tastes so if my game has a few decal wrinkles near the flippers hell I do too these days!
Just stop reminding me Stern!!

New owner shouldn't have to do that.

That's it... we're going off the grid

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Following you with a croquet set.

New owner should not have to clearcoat their brand new playfield either - but I like mine to look like glass, and stay that way.

If you loosen up the flipper buttons those two blades that cut into the edge of the hole are probably gonna chew that edge to bits.

Oh cool, these our just the tips I need. Didn't see a Vid's guide to breaking in your new Stern, or did I miss that? I know about replacing the balls, and loosening the flipper buttons. Short of the clearcoat, would it be worth starting things off with a wax?

Leave them sloppy loose so they fall out and the dog gets them.

Highly recommended

I always wax before the first ball launches.

Put a piece of Mylar in the shooter lane eject path, too.

"Inspect and test the entire machine before playing."

Every connector, every switch, every fuse, and every assembly.
First with the machine off, and then via diagnostic testing.
Feature testing as well for full proper operation.
It is hard to cover everything in a few sentences.

Take your time, don't rush.
It will save you pain later.
Rare for most, but operators do it for a reason.

Definitely out on all this.

Unpack the game, remove the packing materials, plug in, fire it up and you'll know right away if something is seriously wrong or not.

Haha, no.