Get picture or video of the issue. Make sure you get several pictures of the crack at different distances because the customer will usually show close ups which don’t give you perspective of how large the crack really is.
If game is 60 days or less and the crack or break is large, then replace.
In many cases customers think there is a crack, but what they could be referring to are the lines that the puck naturally makes over time sliding across the surface. These should be very thin lines across the surface, not deep cuts. In fact, the surface of the game ends up looking a lot like real ice that has been skated on.
Sometimes small cracks, and/or dents appear in the game over time (most likely a player banging with the stick) that in no way affect the play. In those cases that are after the 60 day warranty, we usually do not need to replace; but offer a free puck or spray.
When speaking to our Customer Support Representative please reference the image below to identify any cracks: