Distributors don't often take hits for consumers, or they would not stay in business. They do try help resolve complaints or issues, if possible, within reason. It is called, "pointing the way". They will take returns due to damage in transit, or lack of proper function after set up. Those type of failures are built into the business model by a distributor for returns.
Distributors often do not say anything, if they become aware of design issues, say introduced by technical bulletin updates by manufacturers, meaning boards/parts. They expect the end user, whether home owner or operator to make the request directly. If parts are available, a game remains within warranty, distributors will help a customer. If the game is a year old or more after delivery, not so much. That is the business model. Some might call this "shady" as referring to Betson Enterprises out here in Portland by some , but that is being overly harsh. These devices remain quantified as "commercial" equipment, not consumer electronics. Game distributors are not Costcos of the pinball world. If it works, its yours. Operators go to the SOURCE, meaning to manufacturer to solve problems, unless a distributor provided a damaged product in delivery.
Distributors are not designed/expected to be full time repair shops, except in resale of refurbished equipment. They are not troubleshooting customer care centers, and many don't have the necessary experience/time to do it for the smaller ones particularly. They are SALES, first organizations.
Distributors ARE aware of the shortfalls of present SPIKE games, but have no direct solutions. No doubts about this aspect. They simply won't say anything, as if they did they would be out of business, or lose their contract with a manufacturer.
Stern has continued to provide customer service "beyond the call of duty" in most cases presently including technical troubleshooting, but don't expect that same level of care once a game is over 5 years old. They don't laugh, rather simply shrug shoulders. The earliest SPIKE games qualify for this consideration today.