Warranty Help? Never Recieved Confirmation Email

[Koneesha]

Does anyone know what i should do? Because i have a faulty guitar and they said that they would send me a email but they didnt. Now my package has been set at billing info received for about 5 days since before thanksgiving from UPS. Please help me. Thank You.My Email is from AOL if that helps.Once again thanks!

[AdamBomb629]

Billing info received means the label has been printed/stuck on your package, but it has not shipped yet.

[Koneesha]

but do i need the confirm email?

[AdamBomb629]

Not sure if you need the email or not, anyone care to help on this?

[williams22]

How do you know the status if you don't have an email?

[Mr_GtD]

How do you know the status if you don't have an email?

UPS Tracking Number on www.ups.com.

[williams22]

i understand that but where did you get the tracking number?

[CENACHAINGANG54]

My tracking number was given to me by the rep I spoke to

[Mr_GtD]

i understand that but where did you get the tracking number?

They give it to you right after you give your shipping info. Right on the Support website.

[admanimal]

UPS has been on vacation since Wednesday (only next day air stuff moved on Friday), so I wouldn't expect our replacements to start moving until Monday.

I haven't received a confirmation email either, but I'm not concerned about that. If you didn't receive a UPS tracking number from the web site when you ordered the replacement, call them and they will give it to you if you provide the RMA #.

[raregamer]

Yeah dont worry I been waiting as well, but it has been a holiday with ups I wish they used Fedex since they worked on Friday. Though I believe all our replacements should be shipped Monday.

[Koneesha]

UPS has been on vacation since Wednesday (only next day air stuff moved on Friday), so I wouldn't expect our replacements to start moving until Monday.

I haven't received a confirmation email either, but I'm not concerned about that. If you didn't receive a UPS tracking number from the web site when you ordered the replacement, call them and they will give it to you if you provide the RMA #.
Yes i got the tracking number with the rma. Also what is a rma?Also do you get a replacement guitar after a few days and keep it or do they ship you out a loaner and then the new one?

[admanimal]

Yes i got the tracking number with the rma. Also what is a rma?Also do you get a replacement guitar after a few days and keep it or do they ship you out a loaner and then the new one?

RMA is an acronym for return merchandise authorization. It's the standard term for the number that service departments use to keep track of returns. They send you a new guitar that you keep.

[Koneesha]

RMA is an acronym for return merchandise authorization. It's the standard term for the number that service departments use to keep track of returns. They send you a new guitar that you keep.
what if the new one breaks can you return it again?

[negoksa]

I would assume you can return your guitar again. But does anyone else seem to think that since they are swamped with all these returns that we may not get our guitars for awhile even if we did express and they begin processing monday. I am skeptical as to if I will even recieve a guitar within the week, and if my credit card will remained billed.

[doughnut!]

alright i talked to ea support and asked them about the email.

you will get the email when your package is shipped.

[doughnut!]

on the topic of billed credit cards the 28 days dont start until your package is shipped( so says thea support guy i called)

[thekobun]

I also didn't get any confirmation nor a tracking number.

[admanimal]

I also didn't get any confirmation nor a tracking number.

If you didn't get a tracking #, you can call them and they will give it to you if you can provide the RMA #.

[BonScott46to80]

i havent received a confirmation email either, but i'm not too worried..... or maybe i am?

[Koneesha]

alright i talked to ea support and asked them about the email.

you will get the email when your package is shipped.
o.k. Thanks!

[Eastwood]

there is a $100 transaction from EA on my statement that is pending. I check my tracking and it still has Billing info received. So I guess that means that they started the 28 days on me. I think that since I ordered early wednesday, I should get it by tomorrow. It won't happen, but that is what I believe, seeing as they had Friday and Saturday to ship it and it hasn't even left the warehouse yet.

If it isn't shipped out today, I will be pretty upset. They had no problems putting a pending transaction on my account but seem to have a little trouble getting my package to me. A faulty strat didn't piss me off, but this certainly is.

[tvo444]

no email at all from EA/Harmonix

[mjmueller]

what is the # again for EA?

Thanks

mj

[admanimal]

UPS has been on vacation (except for overnight packages) since Thursday.

[Eastwood]

UPS has been on vacation (except for overnight packages) since Thursday.

What is your status? People who have reported the problem today are already boxed, and mine hasn't even left its shelf, yet.

[admanimal]

What is your status? People who have reported the problem today are already boxed, and mine hasn't even left its shelf, yet.

Mine is still billing info received, my EA account doesn't say anything about boxed or anything.

[albinousrex]

How do you know the status if you don't have an email?

go to the rockband support page, go to my questions and sign in, then under my questions, it will have the status of your part. Mine has the status new RMA whatever that is supposed to mean

[Eastwood]

Peachy. I guess I'll just relax until noon tomorrow.

[admanimal]

go to the rockband support page, go to my questions and sign in, then under my questions, it will have the status of your part. Mine has the status new RMA whatever that is supposed to mean

Yeah mine says new RMA too but that's about it.

[Angry_Games]

here's what my page says:

Reference #: (removed)
Subject: Trouble shooting incident
Platform & Game: Microsoft Xbox? 360
Category: Warranty & Returns
Date Created: 11/21/2007 12:01 AM
Last Updated: 11/21/2007 12:05 AM
1 Trouble shooting incident 11/21/2007 | 12:05 AM New RMA

no email no nothing yet...

[jimmymadstdnt]

Yeah, don't waste your time believing that they're actually sending these things out, mine has been on billing info received since thurs. (11/21), oh, and have yet to receive this mystery "confirmation e-mail" that no one is getting. This is piss-poor. If UPS is holiday they should have used another carrier, it's b.s. that we have to pony up a credit card # and cant even get it 4th or 5th day when they say it's 2nd day air. All I know is that I better not actually get charged for the thing not going back on time because I had to wait a damned week for them to finally put the thing in the mail. Miserable, miserable customer service, I mean if they're going to make a guitar that's a piece of junk they should at least send you a new one on time.

[admanimal]

Yeah, don't waste your time believing that they're actually sending these things out, mine has been on billing info received since thurs.

And UPS has been on vacation since Thursday. At least wait until the end of the day to start complaining.

[jimmymadstdnt]

As stated before, they should have used another carrier.

[jimmymadstdnt]

I mean, the U.S. Postal service was working today, hmmm, oh yeah, and some have said that UPS has been doing over-night shipments. If they actually cared about their customers they would first, not have made such a junk guitar, and second, would have sucked it up and either used a different carrier or paid to send it overnight.

I mean hell they could at bare minimum have sent out that damned e-mail letting people know what was going on or something, but did they, NO.

:mad:

[Angry_Games]

ok well it isn't going to get us our guitars faster to speculate on why they chose UPS over someone else, nor will our guitars (or other instruments) arrive faster by getting more and more angry about it.

Our only choice is to wait a little more to see what is happening. If nothing happens in a day or two, then I guess I'll be right here being just as angry (my frustration has leveled off and we are just enjoying the game with our 360 GH2 guitars, which I know a lot of you might not have that option, especially if you have a PS3)

[albinousrex]

stop complaining over not getting the guitars, UPS is the number one world wide carrier, u should be happy that harmonix is trusting them with your new guitar because ups is also more expensive than usps and other services. They are also paying for 2 day, u should be appreciative of that alone. They could have sent you a box via ups ground 3-5 days later, you put ur part in there and send it back via ups ground, 3-5 days later, harmonix gets it and ships the new part via ups ground, and finally, 3-5 days later, yay new instrument.

[jimmymadstdnt]

It speaks to how much they value their customers when they couldn't even send us a F****** e-mail to let us know that UPS was off and that they would be shipping our guitars today. Could they even do that NO, could they use FedEx Instead, NO. We had to search around on the forums for a while until we found out the rumor that UPS has been on holiday. Yeah, that's just great. Let's all be happy that they did a half-assed job taking care of the first customers to buy their product.

[EAxMetroJack]

Hi All,

Due to Thursday and Friday being public holidays if you put in a warranty request last week there may have been some delay with processing your return. Once your return is processed the item will be shipped via 2 day air (whether for the peripheral itself if you chose the advanced option or to receive the return box if you chose the standard option).

If you do have any questions or concerns you can contact EA Support using your incident number and RMA number at http://support.ea.com

Cheers
EAxMetroJack

[Koneesha]

Hi All,

Due to Thursday and Friday being public holidays if you put in a warranty request last week there may have been some delay with processing your return. Once your return is processed the item will be shipped via 2 day air (whether for the peripheral itself if you chose the advanced option or to receive the return box if you chose the standard option).

If you do have any questions or concerns you can contact EA Support using your incident number and RMA number at http://support.ea.com

Cheers
EAxMetroJack
so i chose the normal option. How does that work? Also how does the advanced one work?If you chose advanced do you get to keep the old guitars?

[djbarg]

Hi All,

Due to Thursday and Friday being public holidays if you put in a warranty request last week there may have been some delay with processing your return. Once your return is processed the item will be shipped via 2 day air (whether for the peripheral itself if you chose the advanced option or to receive the return box if you chose the standard option).

If you do have any questions or concerns you can contact EA Support using your incident number and RMA number at http://support.ea.com

Cheers
EAxMetroJack


In other words....don't count on your replacement being shipped today! It wouldn't surprise me if they didn't ship until later this week. What a load of BS.

[jimmymadstdnt]

so i chose the normal option. How does that work? Also how does the advanced one work?If you chose advanced do you get to keep the old guitars?
They supposedly send you one immediately via 2nd day air you just have to secure that you'll return the old one with a $100 deposit. You have 28 days to return the old one or you get charged. You probably should have done the advanced one because you'll probably need another new one within a few hours of using it based on others' experiences and my own, unless they finally fix the problems with it. But by then you'll probably be outside the 60 day warranty. So basically, all of us early adopters must hope for a recall of some sort otherwise it seems we'll be in the same predicament in 60 days but not getting another replacement without paying for it.

[Koneesha]

They supposedly send you one immediately via 2nd day air you just have to secure that you'll return the old one with a $100 deposit. You have 28 days to return the old one or you get charged. You probably should have done the advanced one because you'll probably need another new one within a few hours of using it based on others' experiences and my own, unless they finally fix the problems with it. But by then you'll probably be outside the 60 day warranty. So basically, all of us early adopters must hope for a recall of some sort otherwise it seems we'll be in the same predicament in 60 days but not getting another replacement without paying for it.
Jack can you verify this?

[Koneesha]

Should i have gotten my empty box yet. I ordered it the day Rock Band came out and still nothing.Also when i get the box how do i ship it back to get the new guitar?

[Bjorn]

Should i have gotten my empty box yet. I ordered it the day Rock Band came out and still nothing.Also when i get the box how do i ship it back to get the new guitar?

I asked for a replacement by standard shipping (empty box first, replacement second) on Nov 20 and the UPS website still says Billing Information Recieved, meaning it hasn't shipped yet. Also, no confirmation E-mail yet either. Once you get the empty box it comes with a pre-paid shipping label which you attach after you've put the guiter into the box, and then you have to take it to a UPS store or arrange for UPS to pick it up from your house (which might cost extra). I am curious if ANYONE has recieved a box or a replacement yet. Let me know.

[Koneesha]

I asked for a replacement by standard shipping (empty box first, replacement second) on Nov 20 and the UPS website still says Billing Information Recieved, meaning it hasn't shipped yet. Also, no confirmation E-mail yet either. Once you get the empty box it comes with a pre-paid shipping label which you attach after you've put the guiter into the box, and then you have to take it to a UPS store or arrange for UPS to pick it up from your house (which might cost extra). I am curious if ANYONE has recieved a box or a replacement yet. Let me know.
same here.