Bob (tech support) provided some info.

[3Dave]

So I called this morning and talked to a woman who said that my guitar and drums had left the EA loading dock and had been picked up by UPS... this was around 9:00am today. It's now around 3:20pm my time, and the UPS site hadn't updated (still only says "Billing Information Received), so I got a little worried and called back.

This time I gave a gentleman named Bob my two RMA numbers and he looked them up. Here are some things he mentioned:

1) Even though it says "New RMA Issued," that doesn't mean the process has started over. It "usually" means that the items have been picked up by UPS.

2) They have noticed that, especially around the Holidays, it usually takes the UPS website 24-48 hours to update. So many packages arrive before the UPS page even updates, especially if shipped 2nd day or overnight.

3) I asked if they had been busy, and I'm not sure if he was trying to wear his company hat or not, but he said, "Actually it has not. We gotten a lot of setup questions, but outside of that, it's been quiet." I used to work in Tech Support back in the day for Sierra, and I remember being required to say similar things when we recalled a certain game, so Bob could have just been towing the company line. Either that, or we're just a very small vocal minority.

Bob left me feeling pretty good, then brought it all crashing down by ending the conversation with, "Dave, if you haven't received one or more of your instruments by Friday, give us a call back. Thank you for choosing Rock Band... ROCK ON!"

My hope is that they'll be here in the next day or so, but I wanted to pass the info on to you all, since I know that many of you are in the same boat as I am.

[admanimal]

1) Even though it says "New RMA Issued," that doesn't mean the process has started over. It "usually" means that the items have been picked up by UPS.



I'm not so sure about that one...I got a "New RMA issued" on 11/21, and alas no new guitar yet (or any indication of shipping from the UPS site). I also didn't really get a new RMA, because I called on Friday and the same RMA I was issued on 11/20 still was valid.

[3Dave]

But remember that UPS didn't ship on Thursday or Friday, and if you got your RMA issued late in the day, it may have only actually gone out on Monday of this week. I'm not saying you're wrong, but just keep that in mind.

[enjoiskating6]

I went through the whole express replacement thing and got just passed the credit card information part when the screen went white and scripts were everywhere. I never got an RMA or anything so i dont know what all this is. What is the RMA???

[PureEntropy]

Wierd. I filled out the express thing yesterday around 11:00AM EST and the UPS guy dropped off my guitar today at 2:00pm. I was pretty impressed.

My drums were shipped later on yesterday, so I will probably see those tomorrow afternoon. I'm in Ohio if that means anything. I've never seen such a quick response from a game company before.

I'd hang in there and your stuff will probably arrive shortly.

[iratebeardedman]

So I called this morning and talked to a woman who said that my guitar and drums had left the EA loading dock and had been picked up by UPS... this was around 9:00am today. It's now around 3:20pm my time, and the UPS site hadn't updated (still only says "Billing Information Received), so I got a little worried and called back.

This time I gave a gentleman named Bob my two RMA numbers and he looked them up. Here are some things he mentioned:

1) Even though it says "New RMA Issued," that doesn't mean the process has started over. It "usually" means that the items have been picked up by UPS.

2) They have noticed that, especially around the Holidays, it usually takes the UPS website 24-48 hours to update. So many packages arrive before the UPS page even updates, especially if shipped 2nd day or overnight.

3) I asked if they had been busy, and I'm not sure if he was trying to wear his company hat or not, but he said, "Actually it has not. We gotten a lot of setup questions, but outside of that, it's been quiet." I used to work in Tech Support back in the day for Sierra, and I remember being required to say similar things when we recalled a certain game, so Bob could have just been towing the company line. Either that, or we're just a very small vocal minority.

Bob left me feeling pretty good, then brought it all crashing down by ending the conversation with, "Dave, if you haven't received one or more of your instruments by Friday, give us a call back. Thank you for choosing Rock Band... ROCK ON!"

My hope is that they'll be here in the next day or so, but I wanted to pass the info on to you all, since I know that many of you are in the same boat as I am.

Hey man. I spoke with the same dude last Wednesday, the day after the game came out. My controller has not functioned since that day and I've had an RMA and UPS tracking number and still haven't seen or heard a damn thing. I called tech support again this morning and got some foreign people who were apparently very confused and uninformed. I wrote EAxviolet or whatever.. so maybe I will know something soon. I only had a working guitar for one evening!

[Ardrikk]

I can't even find an actual phone number to call EA support......looked all over their web site.

And I submitted my request for an "Express Replacement" for my guitar late last Tuesday night (so, really, last Wednesday morning) and I still haven't received anything.....including the promised confirmation email. :(

[Micker]

Lets hope bob is right. I put in my request on 11/21 and still says new rma and shipping info received tonight. Whats with people getting their stuff next day after others have been waiting a week??

[Eastwood]

How about F_CK Bob... I want my guitar, seeing as how they are letting people who ordered yesterday get theirs today and people who ordered theirs last Tuesday not even get shipped.

[albinousrex]

Wierd. I filled out the express thing yesterday around 11:00AM EST and the UPS guy dropped off my guitar today at 2:00pm. I was pretty impressed.

My drums were shipped later on yesterday, so I will probably see those tomorrow afternoon. I'm in Ohio if that means anything. I've never seen such a quick response from a game company before.

I'd hang in there and your stuff will probably arrive shortly.

That is what truthfully makes me mad. I'm in ohio too, i submitted my request on wednesday and still nothing. Its almost liek the halo 3 beta, poeple who registered too early didnt get registered. Im starting to wonder if for some reason, everyone who put in orders before monday didnt get registered. At my company i work for, we have a program called UPS world ship and when an online order is placed, weights of the item are calculated and a shipping label is automatically printed. If UPS has down servers, which has happened sometimes and probably happened on their vacation, the info cannot be sent to UPS so instead it is held in a backup folder and will not print until the backup folder is open and someone clicks reprint labels. im hoping that this is not the case.

[Eastwood]

That is what truthfully makes me mad. I'm in ohio too, i submitted my request on wednesday and still nothing. Its almost liek the halo 3 beta, poeple who registered too early didnt get registered. Im starting to wonder if for some reason, everyone who put in orders before monday didnt get registered. At my company i work for, we have a program called UPS world ship and when an online order is placed, weights of the item are calculated and a shipping label is automatically printed. If UPS has down servers, which has happened sometimes and probably happened on their vacation, the info cannot be sent to UPS so instead it is held in a backup folder and will not print until the backup folder is open and someone clicks reprint labels. im hoping that this is not the case.

I've used worldship in the past with previous employers. I know how this crap works. They printed my label, printed a return label, and basically put it to the side, possibly threw it away or lost it instead of putting it on a box to send to me.

[albinousrex]

I've used worldship in the past with previous employers. I know how this crap works. They printed my label, printed a return label, and basically put it to the side, possibly threw it away or lost it instead of putting it on a box to send to me.

that very well may be, if they did wait to start shipping and boxing till monday, where did they put the overflowing pile of labels???