End of Day Mon. Confirmation e-mail yet? NOPE.

[jimmymadstdnt]

End of business Monday, after the holiday, and I still have yet to receive even the confirmation e-mail and UPS still says just billing Info Received. Thanks EA for handling this in such a timely fashion. My thumb is blistered from using the d-pad.

[djbarg]

End of business Monday, after the holiday, and I still have yet to receive even the confirmation e-mail and UPS still says just billing Info Received. Thanks EA for handling this in such a timely fashion. My thumb is blistered from using the d-pad.

Part of the problem may lie in where the replacement guitars are shipping from. If they are shipping from say California, then an email will not be sent until the company runs their UPS end of day (which is usually around 5 or 6pm local time, which would equate to 8 or 9pm eastern time). The place I work for ships out hundreds of boxes per day, and our verification email is not sent until the "end of day" button is pressed on the UPS software. I know that this may be "unacceptable" to some of you, but that is how shipping works. Before everyone gets upset, I would give it until at least 10pm to see if any email verification show up.

[albinousrex]

people seriously need to calm down a little and be patient. Yes, this shouldnt have happened, yes, you paid a lot of money for what should have been a quality product, but guess what, it did happen and now you have to deal with it. Some people have gotten their equiptment shipped out already. ea is probably so overwhelmed right now. I bet if you were working somewhere and all of a sudden got in a few hundred orders in a matter of 3 days, had to box everything up, make labels, find boxes to use in the first place and make sure everything gets recorded in the computer you would be overwhelmed too, not to mention that if ea did not suspect this, which is highly possible, they might not even have enough spare parts to go around. not to mention, they need time to look into the problem and see where they went wrong so that you, the customer are happy. Just give it time and do something productive

[Eastwood]

people seriously need to calm down a little and be patient. Yes, this shouldnt have happened, yes, you paid a lot of money for what should have been a quality product, but guess what, it did happen and now you have to deal with it. Some people have gotten their equiptment shipped out already. ea is probably so overwhelmed right now. I bet if you were working somewhere and all of a sudden got in a few hundred orders in a matter of 3 days, had to box everything up, make labels, find boxes to use in the first place and make sure everything gets recorded in the computer you would be overwhelmed too, not to mention that if ea did not suspect this, which is highly possible, they might not even have enough spare parts to go around. not to mention, they need time to look into the problem and see where they went wrong so that you, the customer are happy. Just give it time and do something productive

I definately give you points for logical reasoning. The problem I have now is that replacement orders placed on Saturday have a "package shipped" Status while mine, which was order Tuesday, has a New RMA status.

[jimmymadstdnt]

Well, even if that is the case, that would lead to lack of testing the product, they should have known what volume to expect by testing the products properly, and with this many problems in less than a week, clearly they did not or they ignored it. Therefore, yet again, it is still their fault.

Secondly, if they actually cared about the customers, they would have realized that UPS was on holiday or whatever, and would have send out e-mails to us letting us know when the guitars would actually be shipped. Did they do that, NO.

They have yet to tell us anything, including whether or not the guitar we get will be the same piece of crap we had before, I mean it uses foam pads to put the strum bar back in place each time, anyone with any kind of foresight would have realized that that is a half-assed way of doing it and would have proposed another solution.

[albinousrex]

I definately give you points for logical reasoning. The problem I have now is that replacement orders placed on Saturday have a "package shipped" Status while mine, which was order Tuesday, has a New RMA status.

mine was put in thursday and i have new RMA too, hopefully they are sending them out and not updating. Lets just hope ours were sitting in a pile of boxes and there was such a large rush that they never updated. I guess im not as mad as i could be because its just my petal thats broken and although its a hassle, i can have it temporarily hold with tape.

[albinousrex]

Well, even if that is the case, that would lead to lack of testing the product, they should have known what volume to expect by testing the products properly, and with this many problems in less than a week, clearly they did not or they ignored it. Therefore, yet again, it is still their fault.

Secondly, if they actually cared about the customers, they would have realized that UPS was on holiday or whatever, and would have send out e-mails to us letting us know when the guitars would actually be shipped. Did they do that, NO.

They have yet to tell us anything, including whether or not the guitar we get will be the same piece of crap we had before, I mean it uses foam pads to put the strum bar back in place each time, anyone with any kind of foresight would have realized that that is a half-assed way of doing it and would have proposed another solution.

its hard for large companies to make any statements today without fearing being sued. Just them admitting that they sold cheap products is enough for a lawsuit. They know they are wrong and are trying to right the problem. Hopefully something will come out shortly. Also, i work for a company and we ship via ups, if its down (has happened before) we dont tell anyone, we just ship a day late. Think of what a pain it would be to send emails to 500 people telling them that UPS is on a holiday. They might not have even known because i didnt. After hearing people state it on the forums, i went over to ups.com to see for myself and still coudlnt find anything. I know that everyone is mad and wants to point fingers at someone but harmonix should not get the finger pointed over ups's holiday

[jimmymadstdnt]

It would have been incredibly easy for them to just set it up so that every time someone requested a new part on the website from release day until the end of UPS's holiday, that they received an e-mail telling them this and an approximated time of when they would be back and the person could expect his/her unit to be shipped.

[Thegaber777]

I requested for the 2day replacement on Saturday and I still don't have a confirmation email (it's Monday night). The UPS tracking just says billing information sent.

The site said that I would have like 28 days to return my guitar in the box they send or else they would charge me, does this time start when I requested it (i.e. Saturday) or when the box is actually shipped?

Is there someone I can call if it is not shipped in the next week?

[tcklord]

I received my replacement guitar today. I live in Minnesota the replacement came from Michigan. I only had about 2 hours to play it so far, and the down strum is holding out, but it looks exactly the same as the other one so I don't know if it is really any better until I play it for 6+ hours. I put in my order for a replacement last Friday. Also I never received a confirmation email. Guitar just showed up in a brown box, everything inside looks new.

[Thegaber777]

I received my replacement guitar today. I live in Minnesota the replacement came from Michigan. I only had about 2 hours to play it so far, and the down strum is holding out, but it looks exactly the same as the other one so I don't know if it is really any better until I play it for 6+ hours. I put in my order for a replacement last Friday. Also I never received a confirmation email. Guitar just showed up in a brown box, everything inside looks new.

When did you request for the replacement?

[admanimal]

When did you request for the replacement?

he said on friday

[MrBoracus]

My replacement is in transit and I just ordered for it today, I must of lucked out, I too am from Minnesota and the replacement shipped from Michigan.

[Micker]

Waiting for my drums since Wed. night. Status still says billing information sent and it says NEW RMA on EA's site. People are getting their instruments shipped and even received, who placed orders on Sat. and even today!!??

[pdawg17]

I called in and the guy I talked to was a joke...I could never look up anything online but after having him correct my email address I went back online and can now see my ticket number, etc but the status only says "Updated by EA" which I think they do whenever you call them so now I don't know what the status said previously...:(

[admanimal]

As I said I got a New RMA thing on mine that is dated 11/21 - about a day after I originally requested my replacement. But now that I think about it, I called them to ask about something on 11/23 and my original RMA # still was valid. So I don't think New RMA means anything useful.

I also have something else on my account that just says EA RMA Customer Script and is "Unresolved". That one was posted 11/25 (Sunday). My order has kind of been messed up from the beginning (the web site never gave me a UPS tracking #, for example)- so I wonder if this nondescript item on my account is really when the replacement was shipped. My UPS Tracking info still just says billing info received, but if it was really shipped on Sunday I'll have it tomorrow. So we'll see.

[Kyle11268o]

Ordered Friday.

My replacement guitar arrived Monday. I had peeked inside my old one, and it had the metal contacts.

The box the new guitar came in had the same numbers on it as the original (though I'm not at home right now, so I can't list them.) The large numbers on the box were the same, though the small white sticker in the upper corner was slightly different. I'll try to be more specific when I get home later, and maybe we can get a better handle on what's good and what isn't....

I have yet to look inside, or even play with, the new guitar.

Never got an email.

[pdawg17]

What I'm not liking is that some people who ordered later are getting their replacements sooner...what the hell is going on here?

[Kyle11268o]

Ordered Friday.

My replacement guitar arrived Monday. I had peeked inside my old one, and it had the metal contacts.

The box the new guitar came in had the same numbers on it as the original (though I'm not at home right now, so I can't list them.) The large numbers on the box were the same, though the small white sticker in the upper corner was slightly different. I'll try to be more specific when I get home later, and maybe we can get a better handle on what's good and what isn't....

I have yet to look inside, or even play with, the new guitar.

Never got an email.

Home now - here's the updated info:
I had actually ordered TWO replacement guitars, as I bought two bundles and both strummers died. Only one was delivered Monday. The other currently says "Billing Info Received", though they were requested within 5 minutes of one another.

Both new and old guitar boxes are marked as follows:
159119
XBOX 360
ROCK BAND WIRED GUITAR
(822152)

Old Stickers: 28607CT, 27607CT
New Sticker: 27507CT

I'll update again when I've had time to play with this new guitar. Strummer feels about the same, but has a little clickiness to it - perhaps the plastic microswitches...?

PS - I'm located in Kansas City.

[Link909]

That just makes me even more worried and angry at EA

You ordered a replacement guitar on FRIDAY and it arrived today

I ordered mine Tuesday, last week Tuesday, and still UPS just says billing information recieved

[BrutalBrian]

That just makes me even more worried and angry at EA

You ordered a replacement guitar on FRIDAY and it arrived today

I ordered mine Tuesday, last week Tuesday, and still UPS just says billing information recieved

Yeah same goes for me. I had to order a replacement bass pedal for the drums, thing was non-working out of the box, and later a Fender controller because the sensors for overdrive don't work at all, and now the fret buttons stick and the strumbar is crapping out.

I called EA today to check on the status of my orders and I asked them when it would ship and he said the box would go out sometime around Thursday. Over a week of not being able to play my drums and my guitar. And now my Microphone is starting to go.

And I think it also has something to do with whether or not you used the express option, I didn't as I didn't want a $100 hold placed on my credit card. They should have offered express shipping without having to have a hold placed on a credit card, especially for the money it cost us for this game. A lot of us gamers don't make very much money and chose to spend this hard earned cash on this game. I can't believe this has taken so long. Regardless of the holidays, the damn boxes should have still shipped out by now, and because I didn't order express, I have to wait to play till they recieve my old controller and then they ship me a new controller. I guess its just too much to ask for things to work right the first time these days.

I don't blame Harmonix, they didn't make the controllers. It's the fact that Electronic Arts is behind this game too, and I should have smelled a rat when I saw their logo on the box. Since EA has a <sarcasm> WONDERFUL </sarcasm> history of customer service and quality issues.

[pdawg17]

Yeah same goes for me. I had to order a replacement bass pedal for the drums, thing was non-working out of the box, and later a Fender controller because the sensors for overdrive don't work at all, and now the fret buttons stick and the strumbar is crapping out.

I called EA today to check on the status of my orders and I asked them when it would ship and he said the box would go out sometime around Thursday. Over a week of not being able to play my drums and my guitar. And now my Microphone is starting to go.

And I think it also has something to do with whether or not you used the express option, I didn't as I didn't want a $100 hold placed on my credit card. They should have offered express shipping without having to have a hold placed on a credit card, especially for the money it cost us for this game. A lot of us gamers don't make very much money and chose to spend this hard earned cash on this game. I can't believe this has taken so long. Regardless of the holidays, the damn boxes should have still shipped out by now, and because I didn't order express, I have to wait to play till they recieve my old controller and then they ship me a new controller. I guess its just too much to ask for things to work right the first time these days.

I don't blame Harmonix, they didn't make the controllers. It's the fact that Electronic Arts is behind this game too, and I should have smelled a rat when I saw their logo on the box. Since EA has a <sarcasm> WONDERFUL </sarcasm> history of customer service and quality issues.

It has nothing to do with picking express or not...I did and it's been a week now and still nothing...I'm thinking it might be quicker to call them and cancel the RMA and then redo it...

[Eastwood]

I called them and they basically told me that it is the warehouses fault and they have nothing to do with it. That basically tell me "**** you, stop calling." My patience is wearing thin.

[toefer]

I called them and they basically told me that it is the warehouses fault and they have nothing to do with it. That basically tell me "**** you, stop calling." My patience is wearing thin.

I don't have time to read every post, but can someone tell me what to do with my RMA #, and the other number they gave me?

I put in a request for a new guitar on Wednesday, and figured they might not have gotten around to it that day, and then had Thursday off. But I was sure they'd see it Friday, and mail it out, and I expected it to be here Monday. But it wasn't. So I was positive it would come today, but nope.

I also didn't get any sort of email.

What to do? Just wait?

On a side note, when I requested a new one last Wednesday, the only problem was the strum bar not registering quickly. Since then, it's grown some more problems. Among them:

-using the whammy bar cancels the chord I was holding down (not all the time, but often)
-the effects switch just changes on its own during songs (it seems like sometimes, holding down a combination of frets, and strumming, would move it up or down, depending on how I was strumming, but maybe I was just hallucinating)
-overdrive just kicks in on its own sometimes, which is great

The drums still work great (I think). Sometimes the red pad doesn't seem to respond, and it has a different sound to it when I hit it than the others (sounds like it rattles more), but it could be the way I'm playing, which is awkwardly, since I generally dont have time to play until night time, and I don't want to make too much noise.

[Micker]

I called them and they basically told me that it is the warehouses fault and they have nothing to do with it. That basically tell me "**** you, stop calling." My patience is wearing thin.

LOL, their patience is wearing thin?? People who ordered a week ago are sitting on their ass and others who placed the order Fri. and even Mon. are receiving theirs!!

How about my patience when I had to scour the earth to find a store that had one left, which was 40 miles from my house. Get it home, invite some friends over, and the green drum doesn't work at all and the d pad is broke also, right out of the box. On top of that I get lag using the mic, and my guitar is feeling like its going now after about 3 hours of play.

[Kyle11268o]

**Update**

New guitar seems like it has a tiny bit of "dead space" in the middle of the strum bar, like I've seen some others describing. I thought it felt like it wasn't as sensitive as the older guitar, but then when doing a side-by-side comparison in the menus (I "fixed" the older one) they feel about the same, I guess.

Contemplating opening this new one up, to see if it is indeed the other model...

Of course, this is all pretty pointless until about a week from now. My old ones each took 3-4 days of heavy play to stop strumming, and I now don't have a nice holiday weekend to play all day.

I imagine more people will have gotten theirs by the time mine have gotten to their potential breakage point - I'm sure if there's still a problem, we'll start seeing it emerge pretty quickly again...

[SoberScott]

I don't have time to read every post, but can someone tell me what to do with my RMA #, and the other number they gave me?

I put in a request for a new guitar on Wednesday, and figured they might not have gotten around to it that day, and then had Thursday off. But I was sure they'd see it Friday, and mail it out, and I expected it to be here Monday. But it wasn't. So I was positive it would come today, but nope.

I also didn't get any sort of email.

What to do? Just wait?

On a side note, when I requested a new one last Wednesday, the only problem was the strum bar not registering quickly. Since then, it's grown some more problems. Among them:

-using the whammy bar cancels the chord I was holding down (not all the time, but often)
-the effects switch just changes on its own during songs (it seems like sometimes, holding down a combination of frets, and strumming, would move it up or down, depending on how I was strumming, but maybe I was just hallucinating)
-overdrive just kicks in on its own sometimes, which is great

The drums still work great (I think). Sometimes the red pad doesn't seem to respond, and it has a different sound to it when I hit it than the others (sounds like it rattles more), but it could be the way I'm playing, which is awkwardly, since I generally dont have time to play until night time, and I don't want to make too much noise.


You might as well shove the RMA up your ass cuz thats all it seems to be good for. I ordered my replacemtn drums weds and UPS hasn't recieved teh package to ship. And EA is no help at all.

[mind_in_rewind]

Well, EA did say it would take up to two weeks to get your replacement.

[ilikecheetos]

thats the problem with society. people say to just deal with it. im sorry but i dont think that way. the consumer still has a lot of power. Everyone who has bought the bundle still has the 30 day return policy, from the store they bought it from. i dont believe i should have to go through the process of all these loops to get a guitar that should of been right from the get go. companies love people like you and your logic. "just deal with it". classic. Id hate to get political on a game forum, but......ok i wont.

[weezer17]

After reading some of the posts on here, I had to register on the forums and complain. Seriously who do you people think you are telling people to calm down. Do you have the game? Is it defective? Have you been able to play it? If you have the game and it works, then be quiet and let people complain. This is a forum to discuss rock band, and if we cant play it we will discuss the only aspect of the game we know. Guess what, EA screwed the pooch on this one. By putting a piece of paper in the box that says in the unlikely event something doesn't work, is admitting they know there will be problems. My guitar won't even turn on. Why not let us return the game to where we bought it and get a new one, that would make people happy, but now they have hundreds of pissed off people that spent $170 on something that doesn't work. EA needs to compensate all of us with something free to make up for the lost gameplay. Someone suggested returning the game to the store within 30 days of purchase. You cant! I was told by a manager at Gamestop that since EA says they can not accept returns, that there is no guarantee that EA will reimburse them the cost of the product. That sucks, but its not Gamestops fault and they shouldn't lose $170 over this extremely poorly made item.

I requested a new guitar on Friday, have not heard a word from EA. I even wrote them a complaint letter, again heard nothing.

Here it is for any of you that care:

I had pre-ordered Rock Band from my local Gamestop, so I could guarantee that I would have one by Thanksgiving so my family and I could enjoy it over the holiday. I bring the game home Wednesday night and the guitar doesn't work. Now I am stuck with a game I can't play, because obviously stores are closed on Thanksgiving. Frist thing Friday, I called the store where I bought the game and explained the situation. They told me they had an extra one and to pack up my game and bring it all back to the store. I drive the 20 miles to the store only to be told by a manager they don't have any left. He then calls a couple other stores and finds one that has extras. I drive 10 miles to this store and speak to a manager. She tells me that EA is not allowing returns to the store, that you have to use their warranty service online. WHAT? ARE YOU KIDDING ME? I just paid $170 for a piece of junk that doesn't work, and EA tells stores they can't exchange for one that does work? WHERE IS THE LOGIC IN THIS!!!! Had EA not been so ludicrous in this policy, I could be sitting at home playing my game. But no, all EA has done is make me mad that I have to wait 2 days to get a new guitar. Well today being Friday, Im sure it wont come until Monday. Plus how do I know I won't have a faulty guitar shipped to me? If EA supposedly checked out all the parts before shipping, why did I get a broken one in the first place. You can imagine how mad I will be if I get another broken one in the mail. I like how you supposedly put a piece of paper in the box stating "In the unlikely event something doesnt work..." Unlikely? I don't think so. All I am hearing on the internet is how there are many problems with the guitar. My question, is what will EA Games do for me, to compensate for my time driving from store to store, and my time wasted not being able to play this game? Any help is appreciated. I have already requested a new one to be shipped using your online request form.