Get your act together - worldwide warranty.

[Ashpolt]

Because I was so excited about RockBand, and didn't want to wait the 4 months until it's released in my home country (UK,) I paid a rather extortionate sum to get the game for the PS3 (region-free) from the USA. Straight out of the box, though, my guitar is broken: the downstrum work only sporadically, and the strum bar itself is horrendously spongy. Doing songs where I'd get 95%+ on a decent guitar, I'm barely passing - I dread to think what it's going to be like if I ever manage to unlock the toughest songs on Expert. Nigh on impossible, I'd imagine, and not through any fault of my own.

Anyway, to get to the point: I would like to get my guitar replaced, but because I don't live in the United States, I can't. I would like to point out at this point that nowhere in the warranty printed in the manual or on the support site does it say it applies only to the United States - only once I actually try to proceed with the RMA process do I get that. I'd also like to point out that I, and people like myself, are only in this position because we're such avid fans of the game, and that if we receive a satisfactory service here, we'll continue to buy your games and peripherals. If we're told "you live in the wrong country, get lost," however, we'll be less receptive to future releases.

So basically, I'm saying: EA, Harmonix, get your act together and extend your warranty worldwide. You've made a horrendous foul-up here by releasing a demonstrably shoddy product onto the market, now's the time to make up for it - and not just for those people in a specific country.

[albinousrex]

they arent supporting it for other countries because it isnt supposed to be availible in other countries. Overseas shipping costs them alot. When the game releases, they will have factories opened overseas but until then, thats the deal

[Ashpolt]

Yes, overseas shipping does cost a lot, doesn't it? That's one of the reasons I'm so annoyed about this - because it's cost me a small fortune to get a broken product.

Regardless of the fact that "overseas shipping costs them a lot," they've released a broken product, and so it is their duty as manufacturers to replace or repair that product to a standard acceptable to be sold. This is an issue of manufacturer fault, not consumer fault (I haven't attempted to repair my guitar myself, as that definitely would void the warranty) and so the consumer should not be punished by being forced to put up with a peripheral which is genuinely unfit for sale. The fact that fixing their error will cost them is not my, or any consumer's, concern - if they'd produced a full functioning controller in the first place, they could've avoided the expense.

[k_luva]

Cross spam much?

[BathTub]

If you want to go out on a limb and import the game you do that at your own expense, there is absolutely no reasonable expectation for you to expect the company to dip into it's pocket to pay for overseas shipping on a warranty like that just because you were impatient. Anyone who bought something like that with that sort of expectation is frankly a bit delusional. And it's one of the reasons I am waiting for local release here in NZ.

[albinousrex]

thats true. people argue about everything on this forum and some stuff they have the right to argue over but u bought rockband and imported it when it shouldnt have been. theres a reason they are only released in the us. if they wanted you to get one now, they would have released some there.

[sarkster@sarkster.com]

Actually. He is perfectly entitled to import the game.

Is the 'reason' that it hasnt been released in the UK yet because they wanted to serve up the broken instruments to Americans?

Wake up, the world has shrunk with the advent of online sales and cheaper airfare/postage. You shouldnt be thumbing your nose at those of us with the forethought and tenacity (and addiction) to import to the UK, you should be backing us up because, who knows, one day the roles might be reversed!

The essential issue here is that we shouldnt have to lament the returns polcies, or who should be allowed to buy what versions and when. the REAL issue is that EA/Harmonix have cut the quality of the instruments down to the bone, ultimately to the detriment of the game.

I hope someone mods some sanwa switches to their guitar and posts an indepth guide asap.

We should be supporting each other here, not arguing over silly stuff!

[webduelist]

can someone go get there warranty stuff, not just the big pink peice of paper, because if im thinking about this correctly the thing is under a 60 day warranty, now if im thinking about this correctly its a writen contract because after seeing the paper and using the game it shows consideration and acceptance. now if it dosent say anywere on the box or in it us only then they have to replace your guitar under the staute of frauds. but if you are really pissed off at them and you are under 18 you can claim "incompitence" and force them to take the whole game back.

[Ashpolt]

Actually. He is perfectly entitled to import the game.

Is the 'reason' that it hasnt been released in the UK yet because they wanted to serve up the broken instruments to Americans?

Wake up, the world has shrunk with the advent of online sales and cheaper airfare/postage. You shouldnt be thumbing your nose at those of us with the forethought and tenacity (and addiction) to import to the UK, you should be backing us up because, who knows, one day the roles might be reversed!

The essential issue here is that we shouldnt have to lament the returns polcies, or who should be allowed to buy what versions and when. the REAL issue is that EA/Harmonix have cut the quality of the instruments down to the bone, ultimately to the detriment of the game.

I hope someone mods some sanwa switches to their guitar and posts an indepth guide asap.

We should be supporting each other here, not arguing over silly stuff!

Thank you! It's nice to get a response on this forum from someone who actually understands the situation beyond "you imported it....ummm! I don't think you should have done that."

If we want to get technical about the legalities here, I could arguably be in the wrong for importing the game because it has not currently been rated by the BBFC (still nto EA's problem, mind) but for importing the controllers, I'm fairly certain that legally I have done nothing wrong, and as such should be entitled to a replacement regardless of my country, even if it does involve the manufacturer "dipping into their pocket." As I said above, they could've avoided doing so by manufacturing a working product in the first place.

But irrespective of that, a faulty product is a faulty product is a faulty product, and as a paying customer I am entitled to a replacement of faulty goods. At this point, I'd even be willing to pay for shipping myself - though it would be pretty atrocious customer care on EA's part if I was expected to. Not offering the possibility of replacement at all is downright appaling.

Webduelist: I can't say I entirely understood your post, can you explain further please? If I understood correctly, though, my reply is: no, I'm not under 18, and the warranty is stated in the instruction manual, but not on the outside of the box. Also, the warranty does NOT say anything about being applicable only to the US.

[k_luva]

I'm not under 18

LOL...OK under 21. You have no CLUE on how the world works. I just picked up a few warranties for some other things I have and I don't think ANY of them cover warranties outside of the US....It's kind of like buying a different Region code CD and complaining that it doesn't play in China. Just calm down...the French is coming out in you guys...

[560sdl]

For two days I have read with amazement at how little people understand how business works. I am not flaming the original poster but rather just surprised how a problem has generated mass hystereia, especially over a game. Clearly the company has issues to deal with. But to accuse them of doing any of this intentionally or with malace is just crazy. Look at the number of people who already own this product and who were anticipating it and couldn't wait to scoop it up. Look at how it already is taking over GH3. Do you really think that the manufacturer is just going to walk away and say "screw everybody?".

From a business standpoint, yes they have a problem, several of them in fact. But people on this board want instant answers to what are now very complex problems. Would you issue a "quick" statement right now after seeing how people on here are already talking lawsuits and Class Actions? Every word they write is instantly analyzed by thousands of angry people. This demands a carefully worded legal response. This is going to cost them a bunch of money and they have to figure out the best way to address each of the problems before randomly solving just one. Issuing a quick patch for "caps" is not going to dull the roar about the crappy controllers and or incompatibility. If they are smart, that are looking at all of this very hard and coming up with the best available solutions for the whole problem. And actually, the people they can most afford to lose are the loudest complainers who want instant gratification. Most of those people will just move on to the next video game rage and forget about it anyway. I believe that they will do the right thing and eventually fix the problems. They cannot afford to play warranty games and deny responsibilty for crap equipment. But true solutions to real problems take time.

As for the original poster who wants out of country warranty service, think about this. You obviously did not buy the game from them because they would not have sold it to you. You obtained it, showing your creativity. Try the same approach for warranty service. Figure out a way so that they do not know you live elsewhere and have the defective part sent in. Sure it will cost you more to get it fixed, but that should be expected. The reason it is not sold outside the US yet is because they do not have the infastructure in place to support it internationally. It really is not their fault and should not cost them more because you obtained one. In your defense, you did say you would pay for shipping, but to expect them to do that is crazy at this point.

I am not defending the producers of this game at all. They issued an inferior product without question. I just think that the world will not end if we give them a chance to solve it and allow them to do it properly.

[BathTub]

Of course you can import the game if you want, but you do it at your own risk. They'll sell it locally and have local services when they are ready. They don't have to foot the bill because you paid some retailer extra to ship it overseas.

Ship it back to a someone in the US and do the warrenty process through them as some sort of proxy.

[Ashpolt]

Ship it back to a someone in the US and do the warrenty process through them as some sort of proxy.

Yeah, I was thinking about doing this. It might be the only way I can do it. Seems a bit stupid though when, as I have already stated, I'd be willing to pay the shipping to / from the manufacturers - why add a middle man?


560sdl: What part of my original post was "hystereia" [sic]? Where did I accuse them of doing this "intentionally or with malace" [sic]? And yes, I am an odd case, but I am entitled to the same consumer rights as anybody - as I've said more than once, a faulty product is faulty no matter where it is, my right to expect something I have purchased brand new to work correctly does not vanish once the product crosses international borders - and even were this not the case, I'm willing to meet halfway here and pay shipping myself. I'm being more than reasonable here: I just want a replacement for a demonstrably faulty product.

k_luva: No, not under 21 either. Do you think I could afford to import this game without having a decent job? But aside from that (and your "oh-so-accurate" racial generalisation) - it doesn't matter what your other warranties cover. Check the Rock Band one. Does it say anything about only covering the US? No, it doesn't. Please, if it says otherwise on your copy, post it here: mine makes no claims to only cover US residents, however.

And to those who are saying I don't know what I'm talking about or similar: your points are all valid if we're talking about software, which has to pass individual regulatory boards in different countries. In case you hadn't noticed, I'm talking about non region-locked hardware (the game itself works fine) which is perfectly legal to import, and as such these problems don't apply. Please, if you can prove me wrong here with actual demonstrable legal fact, do so: I don't claim my knowledge to be flawless. Pretty much all I've read here thus far though is the equivalent of people saying "I guess the law is probably against you...so it is!" which doesn't really help the matter.

[BathTub]

Yeah, I was thinking about doing this. It might be the only way I can do it. Seems a bit stupid though when, as I have already stated, I'd be willing to pay the shipping to / from the manufacturers - why add a middle man?


Well in that sort of situation it's probably more a bureaucracy issue. It's not a pull down option on the form so it goes into the too hard basket.

[Eman311]

Just wait until it's officially released. They won't ship overseas because once the game does come out, they will have warranty centers set up over in europe. makes sense doesn't it?

I don't blame you for importing, but I don't blame them for not replacing stuff for you

[Ashpolt]

Just wait until it's officially released. They won't ship overseas because once the game does come out, they will have warranty centers set up over in europe. makes sense doesn't it?

It's not out here til March. I'm used to waiting for games (it's part and parcel of being a European gamer) but 4 months is pretty excessive. That's why I imported in the first place! And I'm not even sure if I'll be able to return it then, or if they'll say "oh, American guitar, you can't return that to us." If it was out here soon, I'd not bother trying to get a replacement now, I'd just wait til the UK release, but I'm not too keen on basically not being able to play the guitar section of the game for 4 months - and potentially the drum section too, if I get the same problems as loads of people on here are reporting (though I'm a lot more gentle with my equipment than I expect most people to be, and I plan on reinforcing my foot pedal before it has a chance to break.)

What I think I'll do then, in order:

1) Wait 'til people have got their replacement guitars back: if the general concensus is that the replacements are just as bad as the originals, there's no point returning it anyway.

2) If Activision / RedOctane release a patch that lets the GHIII guitar work with RB on PS3 (acronyms ftw!) I'll just get that. It's a much nicer guitar anyway, and tbh, I don't mind spending a bit of money for a speedy fix.

3) If that doesn't happen, but the replacement guitars work fine: e-mail EA, try and sort something out.

4) If they're unreceptive, I have a few friends in the US I can use as a proxy (and the company I work for actually has offices in the US, though how kindly they'd look on me abusing their courier facilities I'm not sure!)

5) If none of the above are a possibility, I'll try fixing it myself. Might even throw in a few modifications, like making the strum bar less spongy.

6) If the above all fail....bugger. I really like this game, and would hate to think that I won't be able to play a significant part of it.

[Ryder35]

Once it is officially released the 60 day warranty from the original purchase will be void. Pretty sure you could send it back to the retailer for a refund since they have a contract of sale with you. That is how it works in the UK and their pink sheet saying warranties have to be handled by the manufacturer would actually be illegal under the UK sale of goods act.

I am a little disappointed that they will not ship to the UK if you pay the shipping. It is not illegal to import goods and if you are going to offer a US only warranty you have to explicitly state that somewhere, preferably before the sale takes place. As for me, I just opened the back of my guitar and fixed it when it broke, don't know how long it will stay fixed tho.

[Eman311]

it's not out until march? damn nevermind I though it was december.

I would say just do a homebrew fix. there are plenty out there that are fairly simple.

[Bakkster]

I would say just do a homebrew fix. there are plenty out there that are fairly simple.

Agreed. You will just void your warranty, which you already can't take advantage of. If you are comfortable with the risk of importing, you are likely comfortable with the risk of opening the hardware as well.

[webduelist]

Basically what im saying is that because its a written contract and you have accepted it the staute of frauds which in a nut shell says that things said outside of a writen contract are not part of the contract or terms. If it doesnt say only US then they have written a contract that doesnt just apply to the US and are required to replace it. However sence it was imported they can claim that you were not the intended contractee. which basicly means they didnt offer you the contract.

Where did you buy RB from if you dont mind.

[invisible21]

Look...it sucks that your equipment broke and you are a huge fan and imported the game, therefor voiding the warranty...but it's a fact of life.

I don't know where you bought the game from, but if a retailer sold it to you overseas, they were making an unauthorized transaction. All retailers have to sign agreements with distributors and companies in order to preserve a certain way of doing things. Whoever sold you that product was breaking that agreement between retailer and distributor and in turn, giving the distributor grounds to reject any warranty claims.

The same thing happens EVERY DAY with expensive electronics sold on Ebay. Nearly all the sellers on Ebay (particularly the ones selling below MSRP) are not authorized retailers, and therefor if you try and send in a broken product for warranty service, it will be denied. I've had it happen to me a few times. It's the price you pay to circumvent the existing rules and laws, whether it be to get a better deal or to get something before it should be available.

ADDITIONALLY, the Rock Band wireless guitar is licensed by the FCC and Canadian equivalent...but I have a feeling it hasn't yet passed the EU requirements...which is probably one of the reasons it's not available in your region yet.

If EA/HMX were to replace your guitar, they would be circumventing MAJOR laws and regulations by giving you a piece of equipment that isn't authorized to wirelessly communicate in your area. This, I feel, is THE unavoidable reason why you will not get your guitar fixed under warranty

[HMXJohnlok]

I have no problem with the subject at hand, but please refrain from personal attacks and stick to the discussion.

[Ashpolt]

Webduelist: I bought it from eBay, I don't really know any good import games sites except play-asia, and they were sold out. As such, I can't really return it to the seller either.

invisible21: Thanks for the info - as much as it's bad news from me, it's good to have a decent reason behind someone saying "no you can't import it" rather than just stating such. I'll still try contacting EA to see if they will do it out of goodwill (if I offer to pay the shipping) - but if you're right, it seems unlikely. To address the first line of your post though, I'd like to remind you - my guitar didn't break during use, it was broken out of the box. It literally hasn't worked properly all the time I've had it.


Once it is officially released the 60 day warranty from the original purchase will be void.

I hadn't actually considered that. Good point - it seems I'm largely screwed no matter what I do, other than homebrew fixing. :S

eman311: December would've been lovely - I wouldn't've bothered importing then, and I could've got it on 360, where my old GH controllers would've worked. But no. :(

[k_luva]

Obviously....they DON'T have to cover it, nor do they have ANY intent on doing so. If you think you are so right, pony up and sue EA and HMX. You will loose most likely and be in the same boat you are in now.

[Ryder35]

Mine was from EB Games, I am sure that they were not breaking any "agreements" with EA by shipping it to the UK they do it with all of their products.

Other than that some good points made about wireless regs which I had not considered.

I am more miffed that I can't get hold of the DLC to be honest: tho if my drums break it may be a different matter, not sure how easy they will be to homebrew fix.

[Ashpolt]

I am more miffed that I can't get hold of the DLC to be honest:

Seriously? I haven't tried that out yet, I just assumed it would work. Damn, that's annoying.

In that case, I might just see about returning mine to sender than and getting a refund, and just get it in March (!) when it eventually gets released over here. Annoying to have to wait that long though.

[sa_nick]

I don't know where you bought the game from, but if a retailer sold it to you overseas, they were making an unauthorized transaction. All retailers have to sign agreements with distributors and companies in order to preserve a certain way of doing things. Whoever sold you that product was breaking that agreement between retailer and distributor and in turn, giving the distributor grounds to reject any warranty claims.

I live in Australia and have bought a copy from Gamestop. It should be shipping out to me within 2-4 days. If its so illegal how could the biggest gaming franchise in the US be doing this as standard practice?

Also, as far as the 60 day warrenty goes, what do they use to verify how long you've had the game? If it had been out in Australia for 1 week and I sent it back would they know I'd had the game from several months?

[invisible21]

Mine was from EB Games, I am sure that they were not breaking any "agreements" with EA by shipping it to the UK they do it with all of their products.


Really? I find it odd that EB Games would knowingly violate an agreement like that. Selling the game to you and shipping it overseas is akin to them breaking the street date, which can result in HUGE fines to the retailer. I worked at Best Buy when Halo 2 was released and if we sold it before release day and MS found out we would be fined/sued a minimum $10,000 per copy if I remember correctly.

[invisible21]

I live in Australia and have bought a copy from Gamestop. It should be shipping out to me within 2-4 days. If its so illegal how could the biggest gaming franchise in the US be doing this as standard practice?

This is very puzzling to me...and I would LOVE to hear an EA/HMX or Gamestop rep chime in on this...although I doubt it will happen since it could be a potentially serious legal issue. It may have been an oversight on Gamestop's part. They might have had the release date listed simultaneously in their computers, resulting in overseas orders being shipped automatically.


Also, as far as the 60 day warrenty goes, what do they use to verify how long you've had the game? If it had been out in Australia for 1 week and I sent it back would they know I'd had the game from several months?

They would know that your version isn't the Australian or EU version because the sticker on the back of the guitar, mic, and probably drums (haven't checked) has an FCC ID number and listing as well as the equivalent Canadian reference numbers...but doesn't have any such identifiers for that Aussy or EU Communications bodies.

[sa_nick]

They would know that your version isn't the Australian or EU version because the sticker on the back of the guitar, mic, and probably drums (haven't checked) has an FCC ID number and listing as well as the equivalent Canadian reference numbers...but doesn't have any such identifiers for that Aussy or EU Communications bodies.

..... damn

[Ryder35]

Seriously? I haven't tried that out yet, I just assumed it would work. Damn, that's annoying.

In that case, I might just see about returning mine to sender than and getting a refund, and just get it in March (!) when it eventually gets released over here. Annoying to have to wait that long though.

The problem is not with the DLC per se it is with the fact that I can't get a damn credit card accepted for the US store. Short of buying a house in the US and taking out a US credit card I can't see a solution. I want the DLC really badly, but not THAT badly ;)