Stern Pinball promotes themselves as a global lifestyle brand. Based on my recent experience with them it seems their brand is only concerned with their bottom line. Their customer service experience is horrendous.
I was so excited to learn there were some new Deadpool LE remaining at Stern to complete our collection. We have an AC/DC Luci, Batman 66, Beatles Gold from Stern and a Pirates of the Caribbean CE and WoZ yellow brick road from JJP.
The Deadpool Pin arrived with wear on the legs, slight damage to the box, and 1200 balls already played on the machine. I reached out to Stern and it took them a week and multiple emails from me for them to just acknowledge they received my several emails.
The folks from Stern that finally responded did not apologize or make any attempt to connect besides asking for pictures of the playfield. I don’t think it is too much to ask for a brand new $9,000 machine to arrive and be brand new.
Still zero response from Stern! I come to find out that instead of communicating with me they are telling our distributor that we should use a black sharpie to fill in the damage to the box. Unbelievable! This is an expensive machine and your suggestion is to use a sharpie to fill in the damage??? It is incomprehensible to me that this global lifestyle brand company is now so disconnected from its customers.
I give a lot of credit to our local distributor for being responsive and thank them for their superior customer service. Stern could learn from them.