Quoted from BMore-Pinball:
Not entirely true.
I was the second owner on a TWD - original owner only had it for a few months - and stern sent me a replacement part at no cost. They didn't have to do that.
His warped PF looks really bad, but we also don't know the full story as to why stern won't send him a free replacement PF. There's got to be more to it.
Yeah I've had mixed experience, partly because I'm in the UK I think but:
Stern replaced my GB playfield and shipped a populated playfield to the UK for me.
Stern sent me a new motor for TWD
Stern wouldn't send me a light board for a brand new Star Trek Premium and the board was dead on arrival, I eventually got it by being relentless.
Local Distributor through my dealer sent me a whole mech for the orb ball on IMDN.
With GB I spoke with Gary Stern at the factory during the 2016 expo visit about my concerns and he said order the game and any issues they would take care of it. When it happened I emailed him directly and he took care of it.
I'd be inclined to email Gary and Pat Powers about the warped playfield which clearly seems terrible. If you paid by c/c I'd be calling the credit card company and do a chargeback. Have to say though Tommy is a great guy so maybe worth calling him. Email is too easy to ignore.