Keeping pinballs on route isn't an easy thing to do, and there's absolutely no way to guarantee EVERY game at ANY time is going to play perfectly or at all. Everyone knows how much maintenance it can take to keep a small collection in a home environment running properly. Now, imagine having a large collection that is open for the general public to play and what can (and does) go wrong. It's sometimes really apparent when there's a problem when fixing, but they may not be apparent, and it's truly impossible to go through every single game and identify every possible problem. Even something as simple as keeping games level can be difficult depending on how the floor is situated underneath.
I've been maintaining games for close to 9 years now, and it's not easy. We clean and repair games at least twice weekly to make sure they play well, and always do what we can to address everything we've been notified about or discover through routine maintenance. What's the best thing people can do if they play and something's not working? Text / call / email the operator of the game and let them know!! If the operator knows something's wrong they can usually fix it quickly. What really sucks is when someone just turns off games without letting anyone know why, or puts comments on <whatever pinball location platform> saying what's broken without notifying the owner.
Bottom line: location pinball is great, and customer feedback is needed to keep it that way.