Advice with Warranty Process

[idiotec]

After initially thinking I lucked out and got a good guitar, I am now suffering from the dreaded down strum problem.

I just thought I would see what peoples thoughts are on the RMA process. What has worked best? Phone call, website, etc?

Interested to hear your experiences and any tips you have.

Thanks

[albinousrex]

i hear phone support is terrible and nobody speaks english. I had an extremely easy time on the internet, just answer a few questions, and get ur tracking number and you are good to go.

[Pilsen6]

My best experience so far has been going back to Best Buy and excahnging my purchase for new one, I'v done twice already amd I'm hoping that this 3rd set works fine.

[admanimal]

My best experience so far has been going back to Best Buy and excahnging my purchase for new one, I'v done twice already amd I'm hoping that this 3rd set works fine.

So your best experience has been getting two broken sets? I think EA support is the way to go.

[Qweets]

I did it through the website but I don't think anyones guitars have even shipped yet which is making me mad.

[Bakkster]

I did it through the website but I don't think anyones guitars have even shipped yet which is making me mad.

Website guitars started shipping today, seemingly in reverse order.

Website seems the simplest and fastest (2 minutes to say your strum bar broke and input an address) with a short turnaround time and text copy of your RMA and tracking #.

[Qweets]

Website guitars started shipping today, seemingly in reverse order.

Website seems the simplest and fastest (2 minutes to say your strum bar broke and input an address) with a short turnaround time and text copy of your RMA and tracking #.

Where did you see that anyones was shipping?

[Bakkster]

Where did you see that anyones was shipping?

http://community.rockband.com/vbforum/showthread.php?t=10806

I sent for my replacement on Saturday through the website, and my status on the EA site says shipped. Not sure if UPS has updated their tracking yet.

[Bullseye]

Please let us know the results with the new controller. I'm one of the lucky ones who still has a working Strat. Just debating on whether to order the new one as a preemptive measure. If they're just sending replacements that are prone to the same malfunctions, I might just resort to the home remedy.

[mxmarks]

Just thought I'd chime in with my story.

My guitar died last Wednesday evening and I went online to get a replacement. Half-way through the process, I lost connection with EA's servers. I had already put in my credit card number.

I called EA to ask if my replacement request actually processed, because I didn't want to re-do it and get 2 guitars (and have $200 on hold). Im pretty sure the guy's name was Sean, he definatley had a New England accent - but he totally knew how to speak english (contrary to what someone else posted here). Couldnt have been more helpful. He found my order had HALF-processed, but to ensure everything went ok, we did the whole thing again via phone. He anwsered a couple questions I had about the hold on money on my card, ect... and that was that. I was furious when I called, but his professionalism made me realize that sometimes sh*t happens, and whats the point in getting all upset.

My drum pedal cracked on Saturday, and I filled it out online again. Everything went fine so I didn't bother calling. I'm sure that request is being handeled with just as much professionalism as my guitar was.

[idiotec]

Thanks for the feedback. I ended up using the website.

I have the xplorer in the meantime, so no huge rush, just wanted to make sure people weren't having issues with on particular method.

I do hope the replacements are actually some sort of rev. 2. It would be annoying to have to do this all again.

[spblat]

Everything is going to be fine.

EA seems to be bending over backwards to make us early adopters happy. And they better: how they handle this mess could mean the difference between RB selling out as the holiday season's biggest hit, or missing a lot of revenue and threatening MTV's and EA's plans for world domination by creating a whole new music platform (and all its new revenue streams). I guarantee you there are high level executives at three to five companies (HMX, EA, MTV, and maybe Sony and Microsoft) making phone calls to satisfy themselves that a proper response is being undertaken.

And if they're smart, they're sending out redesigned (or properly assembled?) controllers. If they don't we'll keep sending their crap back, and we'll keep blogging about what a mess this is, and their costs will continue to rise, and their bottom lines will continue to suffer.

Me, I got mine at Costco. So along with sending broken gear to EA again and again if necessary, worst case I can wait months and months till redesigned controllers are available, then do a swap, pink slip or no pink slip.

[Nekura20x6]

Exchanging the game where you bought it is a hassle for EA and messes with their sales numbers. You can get replacement hardware and make a statement at the same time! :)