I've had mixed experiences with them. If the parts are cheap, like optos or switches, they seemed to be fine. On slightly more expensive parts they wanted stuff back, issued an RMA. I'm okay with that. My last try, not so good. I bought an ACDC LE and called right away about a really cloudy lower playfield "nope, sorry." I explained I've purchased many NIB Stern machines and didn't think it was right, there was a problem and I thought they knew it. Wouldn't budge. I even offered to purchase a new playfield and they still said no. I would have to go through a distributor. I wish I remember who it was but the guy was being a dick wouldn't even tell me if they had one in stock. I'd have to find out from the distributor and they could give me a price if they had one and if not no idea on lead time. There might not be more made. They did send me a Gary Stern autographed translight though. I should have called Trent but in the end I just let it slide. Other times for minor issues they thanked me for my purchase and were as nice as could be, might depend on who picks up the phone and the mood they're in that day.