I've had them replace parts past warranty so I disagree

Did you try going through your distributor ?

I'm with Flank on this! I bought a "newish" return off of eBay and they sent me part of the missing wire harness, no questions asked.

I think it is just hit or miss with them to be honest. Have you talked to your distributor? For issues like this I would discuss with your distributor. They have way more leverage.

I'm also paranoid to buy a new machine. There's been a substantial number of significant problems reported, and it seems to be somewhat of a crapshoot how Stern handles them. Sometimes someone gets a first-class solution, other times, like the OP, they're left unsatisfied.

I know the people with problems make the most noise, so it's difficult to guess at statistics. But my impression is also that it's safer to buy in the secondary market.

I had the same problem with my kiss decals (search post here on pinside).
Stern would give me new decals...
My distributor give me a new pin!!!

How did you speak to them?

I've never had a problem with them.

I'm paranoid to go outside.

In both of your threads it was suggested you contact your distributor, you have yet to comment on if you have and what they said...

I send an email with pictures to patrick powers and my distributor did the rest...

(never mind, found the thread with pics)

Post removed.

They have always been good for me and my friends that have bought machines. Heck they replaced the entire playfield (mechs and all) on my brothers Metallica for some minor chipping around the magnet. This was just a month ago.

They were dicks to me on the phone the other day when I had to call. Just cocky and arrogant. I hung up on them. Never again. I'll take care of my own issues.

I agree the WRITTEN WARRANTY sucks!, However I agree that I have called Stern past warranty and they could not have been more helpful. I also have full confidence that if I go through my distributor he will make it right even if Stern does not.

I am not a fan of decals, I wish they would go back to printed on cabs, etc.

It's in the manual and on Stern's website that NOTHING except the PCBs and Displays are covered by warranty.

You call Stern anyway, about an issue that is NOT covered by their warranty.

They offer you a solution, for free, for your non-warranty issue.

You complain that Stern does not stand behind their products?

Much more durable!

I had an LED burn out on my STLE and short open causing the TIP102 (I think) transistor to blow. Emailed them about it (Patrick gave me the number to call in an email but had a typo on it so I called a phone sex hotline from work...) Then they just told me to take it to an electronics repair shop to fix it on my dime. What the hell was the point in having me call them back? They could have just as easily told me I was on my own via email.

I have had to get replacement parts a few times. In one case a board failed and was well past warranty, in one case a part broke shortly after unboxed a new game, and in one case several parts were scratched during transport in my vehicle {had to be unboxed to fit in the car). So three different situations, and in each case the service from Stern was unbelievable. In one case I received effectively an entirely new head to replace one where the finish was scratched. Yes, it was empty, but shipping weight alone was over 20lbs and there was no charge to me at all. They've even looped in designers when there were questions about part longevity in case something needed to be redesigned.

Sorry you had a bad experience, but I have nothing bad to say about Sterns service. I wish other manufacturers stood behind their products the way they do.

Yup, your right. Sometimes they cover things and other times they suck...I have had both experiences. I will also no longer buy new especially with all the price increases. I have never heard of an item this expensive when if you have an issue, assist you in the troubleshoot, they mail you parts(maybe), and have you fix it.

Get used to those LED boards going bad!

A pinball machine is a piece of COMMERCIAL vending equipment. It is meant to be serviced on site.

If you wanted some kind of in-home service, you could buy "The Pin" (it comes with one year in-home service). It's intended market is home use.

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Imagine the people who collect Coca-Cola vending machines.

Even if you bought a new $4000 machine, Vendo is not coming to your basement to fix it. They are not going to send you new decals if you have a bubble or lifting around a bolt head.

If something breaks that is covered under the 90 day warranty, you will be sent the part, and you are on your own to install it.

Vendo_V21_(resized).jpg

well, same as for all other stuffs, not only in pinball... some are happy, some not, depends on how things are going

to me, every time i needeed support under (and even over !) warranty, all goes perfectly, tanx to Patrick P. !
he's the man for sure, may be the one to contact...

"SPI offers a full-line of commercial and consumer pinball games, merchandise, parts and accessories that are sold to pinball operators, enthusiasts and fans around the globe. "

This is lost on so many people........

Maybe extended warranty for a fee could solve warranty problems?

If you are not happy with what Stern is selling than don't buy it. I don't think it's fair to say Stern has horrible support just because you are not happy with their response to one issue. They don't hide their phone number and seem to always attempt to help out owners whether the games are under warranty or not. Cosmetic issues are always a bit of a gray area when it comes to warranties. I just don't see Stern being responsible for every nick, scratch, or bubble on every machine.

I go through my distributor and have never had a problem and they've replaced parts in a game that was nearly 2 years old. Big thumbs up to there warranty from me

On the few issues I've had on my Stern pins, the warranty & service has been outstanding!!

Nothing but positive experiences working with Stern. They have sent out replacements parts long after "warranty" was up.

Your comment is completely anecdotal. You got lucky because of who you spoke with on that particular day. Their expressed written warranty is extremely skimpy.

I'm not sure if that's the case anymore. Stern must know that the bulk of their buyers are home users. Quality has taken a huge nosedive over the last couple of years. Home users can't even keep the machines looking good and playing right. These things must get trashed in pretty short order on route. Stern's peak for quality, in my opinion was their output from 06-08 (POTC, SM, and BDK). Those are well-built machines.

What, exactly, is of lesser quality on a Star Trek? I pop the hood on that and it looks a lot like the underside of my SM. I honestly could be missing something, but I can't really spot any glaring differences.

Well that 07 spidey.....your hand might get cold when you grab the apron....not so on your ST.... ................Joey

Why are some folks apologizing for their terrible written warranty?

Sure they might have an internal policy to replace certain parts or problems, but they aren't obligated to help you and can choose to not fix problems regardless of their cause. I have read many threads talking about issues regarding Stern's decals being problematic and they aren't covered under the warranty. They could paint directly onto the cabinet and avoid these problems, but apparently that doesn't suit their interests at the cost of the customer who may or may not get problems resolved.

Cosmetic issues are a big deal now. People collect pinball machines and Stern is cashing in on this phenomenon with the LE models. If they want to sell machines to collectors they need to address these issues.

There isn't any the quality is the same. And the clear coat has much improved on newer games since Spider-Man and pirates.

The rails sound like a really good solution to me. The lollipop rails are nice and if they cover the issue that's great to snag those for free. After that you'll be better than new. Pinball isn't for the anal retentive OCD folks that have the "I'll know it's not factory" mentality.

The quality of cabinet artwork has increased ten fold since they went to decals. Decals are replaceable and can be printed much higher resolution. The silk screened cabinets just looked terrible in the past.

Stern is so sketchy, I'd never buy another new machine from them. I got lucky on my Metallica. One and out.

In addition, having generic cabinets means better inventory control for them, and production management. They can knock out 10 METs or something small like that if needed, without having to order custom cabinets.

Ive dealt with either Pat or Chas every time, I had fine experiences with them. I dunno, maybe they have bad days too because some douchebag hung up on them.

Well, thats fair I suppose, but I know Gweempose recently had his Aux board fry on Xmen and that game is way out of warranty and they didn't give him any hassle on getting it fixed up.

Yeah whoever prefers silkscreened cabinets needs their eyes checked (queue the courtroom scene from My Cousin Vinny).

I bought a Tron LE when I still had a Pro. The silkscreened cabinet felt like so much of a downgrade that I bought a complete set of decals just to have on hand.

LOTR and TSPP are the same way. It's like that scene from Ferris Bueller's Day Off with the pointilism painting (man, 2 sweet movie references in one post, is there a Pinside achievement for that?).

At any rate. If I were you I'd just take the rails. Then ask about purchasing a set of decals at cost. Then either sell the rails, install the rails, or hold onto both the rails and decals in case yours get any worse.

It sucks, and the best thing would be to get them for free, but I feel like that is your best play given the circumstances.

I agree with the Vendo Commercial Vending Machine argument on the Pro/Premium models, but as soon as you come out with an LE, Gary knows it is going to a residence, and therefore maybe the LE should include additional support/warranty etc since it will keep the LE money rolling in...

Not much. Star Trek is along the same vein as Spidey, for sure. It does have pegs and a plastic apron and decals instead of silk screen and a 1K higher price. It does have LED's though.

there are plenty of LEs on location...

Again, it's hit and miss as your story of Gweempose illustrates. They cover a game that's way out of warranty, but won't do anything about a brand new game whose decals are falling clean off.

While I haven't bought a brand new game, I did get some ramps from Stern that must've had a problem as they were removed from the mold. They had some pretty big flaws. Stern took them back. When they gave me new ones, they threw in some protectors for good measure. So, I've been taken care of too, in a sense.

Buy games from a local retailer - not a distributor - and this service will be provided to you.

Hiring a guy to come to an LE owner's house to deal with issues costs a lot of money which will come right out if stern's bottom line. So if LEs are to come with white glove service expect prices to rise significantly.