Warning To Canadians

[Jaacar]

EA will NOT support your Rock Band warranty.

Here is the reply I got.

Subject

I have two faulty guitars. Neither will activate the 'overdrive' mode when ti...
Discussion Thread
Response (GM Messy)
11/24/2007 10:58 AM

Greetings,

Thank you for contacting Electronic Arts.

Unfortunately we cannot process any returns or exchanges for our Canadian customers due to the game not being released in Canada as of yet.

Should you have any further questions please take a moment to review our FAQ site http://support.ea.com
Take care,

EA Sr. Rep Joseph B. / GM Messy
Player Relations
Tech Support
Electronic Arts

Apparently 100% customer satisfaction promised on their warranty page does not apply if you do not live in the United States. Be forewarned. :mad:

[jq715861]

No big shocker, I figured thats what would happen.

[admanimal]

The reason they won't provide replacement hardware to Canada probably has to do with the complications of shipping across the border. In addition to it obviously being more expensive for EA, packages shipped via UPS across the border are subject to random customs inspections that can delay the delivery of the package for over a week, sometimes nearly a month. This can occur in both directions, so it is possible that EA could think you haven't returned your old guitar in time and charge you, even though it is just delayed. Packages are also subject to brokerage fees that the recipient (i.e. you) often has to pay.

When the game is released in Canada, they will probably ship replacement hardware to Canadians from inside the country.

I'm sure I'll be labeled an EA apologist for posting this, but I'm just trying to offer a practical, reasonable explanation for why it might be better off for everyone that they chose not to offer support to Canada at this time.

[Jaacar]

The reason they won't provide replacement hardware to Canada probably has to do with the complications of shipping across the border. In addition to it obviously being more expensive for EA, packages shipped via UPS across the border are subject to random customs inspections that can delay the delivery of the package for over a week. Packages are also subject to brokerage fees that the recipient (i.e. you) often has to pay.

When the game is released in Canada, they will probably ship replacement hardware to Canadians from inside the country.

The reason they won't ship to Canada has nothing to do with complications at the border. Warranty replacements across the border are free of duty/tax free. They only need to be labelled as such. And honestly I don't give a rats a$$ how much it costs EA to ship across the border.

EA dropped the ball on this. I personally won't let this drop until my guitars are replaced. My warranty (just like yours) started the day the game was purchased. I highly doubt they are going to hit the release date in Canada they have promised and if that happens, then what? I'm out two guitars? Sorry that doesn't cut it.

[admanimal]

The reason they won't ship to Canada has nothing to do with complications at the border. Warranty replacements across the border are free of duty/tax free. They only need to be labelled as such. And honestly I don't give a rats a$$ how much it costs EA to ship across the border.



I see- well in that case I was wrong.

[Jaacar]

I see- well in that case I was wrong.

Wow. I'm shocked someone would actually say this (that you were wrong). Most people wouldn't admit that. :)

[admanimal]

Wow. I'm shocked someone would actually say this (that you were wrong). Most people wouldn't admit that. :)

Well it only happens once a year, so I don't mind. :D

[icantwaitforrockband]

product not out in canada...warranty not valid in canada. Seems simple to me!

[WiredRacing]

Yeah, I suspect it's just an issue of not having the logistics in place for how to handle Canadian replacements right now, and I'm sure a company as large as EA would ship a huge chunk of replacement parts at once into the country, inventory, etc. Or it could be internal policy or whatever. I would expect (hope) that you won't have an issue retrying a month, which is still within the 60 day warranty window. Hang tight. Failing that, go grab the box in Canada (if you can find one), don't open anything but the guitar, replace them and return the box or something.. I dunno. Probably a non-issue in a few weeks.

[k_luva]

WHAT IN TARNATION are you guys crying about. The game is NOT officially released in Canada yet....therefore EA has NO reason to support it. If you buy it by crossing the border, you are on your own. Either that or find someone on the boards to ship it back FOR YOU....

[cdnrocker74]

WHAT IN TARNATION are you guys crying about. The game is NOT officially released in Canada yet....therefore EA has NO reason to support it. If you buy it by crossing the border, you are on your own. Either that or find someone on the boards to ship it back FOR YOU....

I tend to agree and I'm Canadian! It was a risk buying it in the US and now unfortunately you have to live with the consequences.

[jgardz]

I just dealt with EA too (I'm also a canadian who bought in the US) and they assured me that AS SOON AS THE GAME IS RELEASED HERE, they WILL honor the warranty and ship my new guitar, so as long as they are being honest I see no reason to worry folks. Yes the setup of this whole thing is stupid, but that's fairly typical for EA from what I can gather.

[JackBNimble]

EA will NOT support your Rock Band warranty.

Here is the reply I got.

Subject

I have two faulty guitars. Neither will activate the 'overdrive' mode when ti...
Discussion Thread
Response (GM Messy)
11/24/2007 10:58 AM

Greetings,

Thank you for contacting Electronic Arts.

Unfortunately we cannot process any returns or exchanges for our Canadian customers due to the game not being released in Canada as of yet.

Should you have any further questions please take a moment to review our FAQ site http://support.ea.com
Take care,

EA Sr. Rep Joseph B. / GM Messy
Player Relations
Tech Support
Electronic Arts

Apparently 100% customer satisfaction promised on their warranty page does not apply if you do not live in the United States. Be forewarned. :mad:

I wouldn't get to worked up just yet.EA canada,I believe is in Ontario and that is where we will be sending our broken periphs.

[Jaacar]

Wow, we sure fall for a bunch of crap don't we?

Who gives a rats ass where you live? If the game is purchased, legally, in a country where it is sold, and it is defective, and it is under warranty, the company HAS TO FIX IT. Period. End of discussion.

I'll wait the 30 plus days until its available in Canada (wanna bet they don't make the December ... oh wait, what is it now? 20th? 17th? 18th? The date keeps changing. Anywhoo, bet it's not out in Canada until after Xmas).

In the mean time, EA needs to check their warranty policy. If it's broken, it gets replaced.

[k_luva]

Who gives a rats ass where you live? If the game is purchased, legally, in a country where it is sold, and it is defective, and it is under warranty, the company HAS TO FIX IT. Period. End of discussion.

Uhhh...no they don't actually...which is why you in effect are stuck until it IS released...

[Jaacar]

Uhhh...no they don't actually...which is why you in effect are stuck until it IS released...

Man yes they do. This is the kind of crap that causes class action law suits. Broken equipment under warranty that isn't faithfully replaced by the company warranting it is illegal. The warranty would be false advertising, which is also illegal.

We as consumers just buy into a bunch a crap that is tossed out there as damage control. Don't stand for it folks. If you don't get replacements from the company in a reasonable amount of time (personally, I'd wait a week), take the game back to the store you bought it from, tell them the company (EA) won't honor the warranty, and demand a replacement/refund. Simple. If I lived in the US, that's what I'd be doing.

Edit: It's quite fortunate for EA that the game is so good. Too bad they can't make equipment to keep up.

[Twilight]

WHAT IN TARNATION are you guys crying about. The game is NOT officially released in Canada yet....therefore EA has NO reason to support it. If you buy it by crossing the border, you are on your own. Either that or find someone on the boards to ship it back FOR YOU....

Agreed, stop ****ing whinning what did you think would happen? The OP got me all worked up thinking "On Dec20 they wont support us" but to read on and find out now. You dont matter until the 20. Thats it.Period.

[Jaacar]

Agreed, stop ****ing whinning what did you think would happen? The OP got me all worked up thinking "On Dec20 they wont support us" but to read on and find out now. You dont matter until the 20. Thats it.Period.

LOL. I hope every Canadian on these forums reads your quote. Did ya hear that folks? We Canadians that purchase this game don't matter until the 20th of December. What kind of crap is that?

[Simkins]

Uhhh...no they don't actually...which is why you in effect are stuck until it IS released...

Does it state in the manual / warranty information that claims have to be made within USA? If not, your wrong.

[AVC808]

LOL. I hope every Canadian on these forums reads your quote. Did ya hear that folks? We Canadians that purchase this game don't matter until the 20th of December. What kind of crap is that?

how can you expect them to be obligated to support a game that hasnt even officially been released yet? if you want it fixed so bad, find a mailing address in the US and have them ship your guitars there.

[nicko68]

EA made a business decision to limit the sale to the US to start with. You circumvented their decision, why does that make THEM liable?

[FlyinWhee]

The product is guaranteed even if you live in freakin zimbabwe. They legally have to guarantee the product for a "normal use" period. They can, however, ask you to return the complete product where you bought it for a replacement.

Which still means you're mostly screwed, but that's entirely legal.

[Roxy]

i read through the entire hardware warranty and nowhere in it does it make mention of the warranty coverage being exclusive to the united states, furthermore it explains that within the 60 period hardware will be replaced at no cost to you. when i tried going through the process to return our faulty drum kit it would not work as my address is canadian, so i called the tech support. spent 3 hours on the phone had numerous people pass me on, they all tried to tell me the warranty was only good in the US so i read the warranty to them, finally they assured me that they had my info and would pass it on to the appropriate person whom would contact me within a few days. its been 3 days stil wainting,....

[Jaacar]

how can you expect them to be obligated to support a game that hasnt even officially been released yet? if you want it fixed so bad, find a mailing address in the US and have them ship your guitars there.

The game HAS been released. It was purchased in the United States. It is therefore under warranty.

[Jaacar]

The product is guaranteed even if you live in freakin zimbabwe. They legally have to guarantee the product for a "normal use" period. They can, however, ask you to return the complete product where you bought it for a replacement.

Which still means you're mostly screwed, but that's entirely legal.

Exactly my point. And they could ask to return it where it was purchased except they have already stated NOT to return it there but to contact them instead. I have contacted a lawyer (seems silly for a couple of plastic guitars eh?) and he has assured me that my stand is correct and they need to act accordingly and immediately. I have notified them and I am awaiting their reply now.

[merton]

My issue with this whole ordeal is that the support page lets you put in a Canadian shipping address and CREDIT CARD INFORMATION but then at the end tells you Canada is not a supported address.

The support page should immediately say Canada is not supported when entering in your shipping address (or Country?) the first time. There's NO REASON for them to allow you put in your credit card info and then bring you another page rejecting your shipping address. It's _very_ misleading....but is a great way to get your financial information without giving anything back.

[Jaacar]

My issue with this whole ordeal is that the support page lets you put in a Canadian shipping address and CREDIT CARD INFORMATION but then at the end tells you Canada is not a supported address.

The support page should immediately say Canada is not supported when entering in your shipping address (or Country?) the first time. There's NO REASON for them to allow you put in your credit card info and then bring you another page rejecting your shipping address. It's _very_ misleading....but is a great way to get your financial information without giving anything back.

Not to mention taking a hold on your credit card as well (check it out).

[Simkins]

Exactly my point. And they could ask to return it where it was purchased except they have already stated NOT to return it there but to contact them instead. I have contacted a lawyer (seems silly for a couple of plastic guitars eh?) and he has assured me that my stand is correct and they need to act accordingly and immediately. I have notified them and I am awaiting their reply now.

People will some sense, so nice to see here.

[Captiosus77]

Jaacar - good luck with your endeavor.

A company does not have to support a product that is not released in that market. Buying it across the border and then taking it to Canada, where it's not yet released, and expecting support is as silly as me buying a Japanese-only game with peripherals and then expecting the Japanese publisher to support me since I 'legally' brought the game through customs. If I had imported something like, say, Taiko Drum Master back in the day before it came out to the US and the drum was busted, do you think Namco would have validated my warranty?

No, they would not have. Why? Because the game hadn't yet been released in the US market; ergo, the publisher holds no liability or warranty for imports, regardless of how the product was imported. Once the product is released in the proper market then they are obligated to validate the warranty. Warranties are only implied if the product is readily available in the market - in your case, it is not. You imported the game, until the game comes to your market, there is no warranty.

I'm guessing you spoke with a Canadian lawyer. Better come talk to an American one since your suit would probably end up here since the only version of Rock Band out is being distributed by EA is the US and has no bearing on EA Canada yet. And any business law lawyer will tell you exactly what I told you.

[Jaacar]

I spoke with a consumer specialist lawyer. He stated that unless the warranty expressly states it is not valid outside the country of origin/purchase, the manufacturer/warranter is obligated to support it. This lawyer deals with US/Canada disputes all the time (customs/brokerage things). I'm not claming to be a lawyer, I'm just telling you what he's said to me about the situation.

I for one can't believe that EA would even let it get to legal blows over a plastic guitar. It's stupid and in the end, EA will look like the losers even if they have more legal dollars to throw at it and 'win' the case (if it even goes to that).

Give it up EA. Support your clearly faulty product, regardless of where the customer (yeah, the one who paid for it and is making you rich) lives.

The stupid part of the whole thing is regardless of the fact that they don't WANT to deal with the defective product now, they are going to HAVE to when it is released in Canada (and to this day, other than a rumor on a gaming site there is still no OFFICIAL release date for Canada - oh and Amazon.ca is selling it in Canada so does that mean it's released now??). Same shipping, same addresses, same dollar amounts (or maybe more if the Canadian dollar keeps climbing).

The fact of the matter is EA got caught with their pants down and clearly defective products. They were not prepared for this many RMA returns. Two out of two guitars of mine have the same problem (bad luck for me). Neither will activate star power due to a faulty sensor. One of the strum bars is also intermittently not working on the down strum. Same as many many others I see on this forum. THANKFULLY I can still play this game due to the fact that I own 3 Xplorer guitars from various Guitar Hero products. Rock Band is a GREAT game, I'm not knocking it at all. Defective equipment comes with "new" products and it is unfortunate for EA/Harmonix/all involved that there seems to be as much defective equipment as there is.

EA needs to replace the equipment in a timely matter (no matter of location) if they want to stop what is appearing to be a growing mob of very unhappy fans from going 'public' to other places to let those potential customers know what is going on with their customer service. Bad customer service equals a company going out of business or a drastic merger. Just ask HP or Compaq or the multitude of other companies out there who let their customer service/support slide to the point where people stopped buying their product all together.

It would be horrible to have such an imaginative company like Harmonix end up being in financial trouble due to a partners customer service. If I were in Harmonix, I would certainly be using these forums as a good 'outside look' on what is going on and use that in future endeavors with EA.

Enough of my rant anyways. I'm sure you're all tired of hearing it. EA, replace my guitars. Two chunks of plastic with some electronics in them. I'm not asking you to hand deliver them, I'm not asking you to have someone come to my house to replace them, I'm asking for a box to be shipped to my house so I can send you my guitars and you can send me new ones. I'll bet anyone in the company could do it.

Yours truly, a Canadian with some broken plastic guitars.

[merton]

Not to mention taking a hold on your credit card as well (check it out).

I've confirmed with my credit card company that EA did infact put a $125USD pre-authorization fee on my account.

I have an open incident with EA and to be honest they answered my original inquiry fairly quickly but if they don't remove by the pre-auth hold by end of day tomorrow I will have to take action.

[Jaacar]

I've confirmed with my credit card company that EA did infact put a $125USD pre-authorization fee on my account.

I have an open incident with EA and to be honest they answered my original inquiry fairly quickly but if they don't remove by the pre-auth hold by end of day tomorrow I will have to take action.

Amazing how in a week that fee has gone from $20USD to $125USD. Ouch.

[k_luva]

IF you think they are wrong and you and your big bad lawyer want to sue...SUE and shut up about it...good grief...

This forum HAS TO BE THE WORST I have ever been on with multiple threads on the same subject.

[merton]

who said sue? my action would be filing a complaint with my credit card company.

[ThePare]

I'm canadian, my drum pedal is broken.

Let's say I was living in the US, and I moved in Ontario for X reason.
Does that mean my warranty on Rock Band hardware is voided???
Just because I went up north with my box ?? That does not make sense...
It's not like Canada was 3 gazillion miles away from the US...we're not talking about another
continent..we're talking about a country in which the game is supposed to be release in less than 2 weeks from now..And the only thing separating the 2 countries is..the borders...NOT THE PACIFIC/ATLANTIC OCEAN!!! ...the borders.. anyways...

Don't be silly EA, just ship the damn box.

[ThePare]

I've confirmed with my credit card company that EA did infact put a $125USD pre-authorization fee on my account.

I have an open incident with EA and to be honest they answered my original inquiry fairly quickly but if they don't remove by the pre-auth hold by end of day tomorrow I will have to take action.

They took the 125 on mine aswell...They better remove that asap or I will take action too.

[R4d4R]

The reason they won't ship to Canada has nothing to do with complications at the border. Warranty replacements across the border are free of duty/tax free. They only need to be labelled as such. And honestly I don't give a rats a$$ how much it costs EA to ship across the border.

EA dropped the ball on this. I personally won't let this drop until my guitars are replaced. My warranty (just like yours) started the day the game was purchased. I highly doubt they are going to hit the release date in Canada they have promised and if that happens, then what? I'm out two guitars? Sorry that doesn't cut it.

you also bought the game be4 the release date of your country.ebay i presume.so there goes the warranty right there if u would have waited for the game like a happy little canadian then u wouldnt be having thi problem.o and canadian bacon is ham dont fall for the propaganda

[Jaacar]

you also bought the game be4 the release date of your country.ebay i presume.so there goes the warranty right there if u would have waited for the game like a happy little canadian then u wouldnt be having thi problem.o and canadian bacon is ham dont fall for the propaganda

Actually, I drove to Kalispell, purchased it at a Walmart, drove back across the border, payed my GST and came home to play it (well two of them actually). Meh, this whole EA not supporting the warranty because I'm Canadian is all crap anyways. I've officially boycotted EA games (yeah, I'm sure they're worried they won't get my money anymore). I'll be purchasing a bundle when it's released here with the 5 year extended warranty at Future Shop and I'll enjoy the game with free peripheral replacements for 5 years and not having to deal with EA ever again.

Of course canadian bacon is ham silly. It ALL comes from a pig.
:)

[Twilight]

Actually, I drove to Kalispell, purchased it at a Walmart, drove back across the border, payed my GST and came home to play it (well two of them actually). Meh, this whole EA not supporting the warranty because I'm Canadian is all crap anyways. I've officially boycotted EA games (yeah, I'm sure they're worried they won't get my money anymore). I'll be purchasing a bundle when it's released here with the 5 year extended warranty at Future Shop and I'll enjoy the game with free peripheral replacements for 5 years and not having to deal with EA ever again.

Of course canadian bacon is ham silly. It ALL comes from a pig.
:)

how much does said warranty cost?

[zerogeo3]

HA HA HA HA HA HA HA

Canadians, and the others that bought this game outside of their release dates, and expect a free ride. Get over yourselves and maybe next time you will have a little paitence....

And for the guy with the lawyer friend who is his uncles, brother, sister, former room mate, get a life....

[Arecsa]

A free ride? I think they are actually just expecting the game they paid for to work as promised. It's an absolute disgrace they let the game ship with this many faults in the hardware in the first place so EA should be doing everything they can to help anybody who has a problem.

[Jaacar]

HA HA HA HA HA HA HA

Canadians, and the others that bought this game outside of their release dates, and expect a free ride. Get over yourselves and maybe next time you will have a little paitence....

And for the guy with the lawyer friend who is his uncles, brother, sister, former room mate, get a life....

Free ride? No, just expecting an upstanding (and I use that term lightly) company to uphold their warranty. Too much to ask these days. No worries.

[Jaacar]

how much does said warranty cost?

From Future Shop it's about $50 for 5 years. Not too shabby if you ask me, especially when you KNOW your hardware will fail.

[Jaacar]

A free ride? I think they are actually just expecting the game they paid for to work as promised. It's an absolute disgrace they let the game ship with this many faults in the hardware in the first place so EA should be doing everything they can to help anybody who has a problem.

Yes, but sadly they aren't. Shows the kind of customer service and customer support they have now, doesn't it?

[WiredRacing]

Seeing as how there is a Canadian release/shipping date and it falls within the 60 day warranty window of the US release date. I can only support this thread of complaining if EA does not honor the warranty after the Canadian shipping date and I think anything you do prior to that date is ridiculous and ultimately baseless.

My guess is if you send your guitar in, on your dime and pay for return shipping they would replace your unit because where you live should not exclude you from support. But I haven't seen anything that indicates anyone has tried to do that. Of course the policy there may be "wait until Dec 17th to process Canadian warranties".

I'm certainly holding out for that as I have a problematic guitar.

Anyhow I agree all parties could have had a much better attitude with Canadian importers, but we're a small small minority and as long as they DO get to us, it's all good.

BTW, Welcome to the world of early adoption.

[Zanaflex]

I think the OP is actually correct in his positings. He is correct that no where does it state that the warranty is only valid in the US (or origin of purchase).

What I am curious on, is what happens when say someone goes to Japan and buys a laptop or whatever new/latest electronic device? There is a warranty on that product. Now (like someone stated in the thread) to actually be able to use the warranty you might have to ship it to that company on your own dime etc.... But never the less you still have the warranty.

So maybe offer that to EA? Because at the very least you should have to pay shipping (there and back). You can't expect to buy a product in a different country (yes the US is a different Country then Canada. They pronounce the letter Z, Zed:), and still get the same level as service as you would in its "home country" (well untill that same product is released in your home country). The Border/Customs might not charge more for warranty stuff, but UPS/FEDEX/USPS etc.... Still does.

[Jaacar]

My guess is if you send your guitar in, on your dime and pay for return shipping they would replace your unit because where you live should not exclude you from support. But I haven't seen anything that indicates anyone has tried to do that. Of course the policy there may be "wait until Dec 17th to process Canadian warranties".


I asked, no go. They WON'T honor it until at LEAST the Canadian release date and I didn't even get confirmation that it would be honored there (since it was purchased in the US).

[Zanaflex]

Dude, they HAVE to honor it. I can't believe a company as large and with so much money as EA does not know this? A warranty does not become invalid because you take it to another country. Unless it is written in in a clear place on the warranty statement (a internet message board does is NOT a "clear place").

They could deny the "express option", they could even deny sending you a box. But like I said, if you pay the way there and back for your items they have to honor your warranty. From the date of purchase.

Now if you do let this go (the release date in Canada is right around the corner so it could just save the headache). Then EA better give you a warranty from the release date, not from your date of purchase.

[Jaacar]

Dude, they HAVE to honor it. I can't believe a company as large and with so much money as EA does not know this? A warranty does not become invalid because you take it to another country. Unless it is written in in a clear place on the warranty statement (a internet message board does is NOT a "clear place").

I talked to a lawyer and he said the same thing. I'm not willing to go 'to war' with EA about this but there is certainly a court case waiting to happen if one was willing.


They could deny the "express option", they could even deny sending you a box. But like I said, if you pay the way there and back for your items they have to honor your warranty. From the date of purchase.

I specifically asked and they said they wouldn't accept it and HAD to wait until it was released in Canada to do ANYTHING regarding warranty issues.


Now if you do let this go (the release date in Canada is right around the corner so it could just save the headache). Then EA better give you a warranty from the release date, not from your date of purchase.

Here's hoping, but my faith in EA has all but dwindled. I'm going to purchase a copy at Future Shop and buy the extended warranty. That way I don't have to deal with EA at all. This does however give them an extra $200 of my money but my time is worth far more than that to deal with the stress/headaches of replacements that are not right around the corner (literally).