very very pleasant experience talking to ea on the phone

[albinousrex]

I just got off the phone with EA and first, the guy spoke perfect english, not even an accent. sounds like the average eb games employee. He first informed me that they are behind in shipping due to the holiday and he repeatedly appologized for that. He said that the shipping warehouse informed them today that unfortunately, they did not have an order set in place for sending out replacements and they just went as they were ready but due to ups being backed up at this time of year, it took them a few days to pick up and ship all of the packages. I was also told that mine shipped out today and it may take ups until tonight or tomorrow mornign to update their site. He informed me that they are now all caught up with replacements as of today and the last of the shipments were sent today. He said to call ups if their site doesnt update and if they claim they havent recieved the package, call ea back to work out the issues. He also told me that a number of calls on hardware issues have come in but no amount that is needed for a hardware recall. Finally, he told me that although he does not have specifics, he was told that new instruments are being shipped, and although they may look or feel the same, a minor adjustment may have been made which could even inlude a different type of internal glue.

My phone experience was very good for a customer support line compared to some of the ones i have heard around the forums and all of the reps info was very helpful. Good luck everybody in getting your spare parts.

[3Dave]

Don't be suprised if this post dies pretty quickly. Most people on these boards don't have time to read things like this when they have pitchforks to sharpen and lawsuits to draft.

I hope your rep was correct, so that we can all get to rockin' and put this silly issue behind us.

[Eastwood]

What does your EA support site say? I want to believe this and hope that the websites are updated.

[Quyrean]

cool. Thanks for posting, I hope it is true! crosses fingers

[albinousrex]

it says new RMA and it hasnt been updated since i filed for the replacement but the guy assured me to the point where he basically said, if you dont believe me, call ups right now and they can tell you where your package is. The rep said "Rock Band is a quality game and we want people back out and playing it as soon as we can"

and people should want to read this post because it came from EA, the company fixing everything and since they are not making a press statement that everyone wants, the rep gave us some good news.

[rockbandnut]

I will also share my pleasant experience with EA on this matter (although my communications has been electroninc in nature). It's hard to be patient while delays keep us from the RockBand experience - but so far, I can only fault their automated processes, not the people "answering the phones".

I'm not beyond calling out lousy service when I experience it. But so far, this has been a exercise in "lousy quality assurance & perhaps product design" - rather than lousy customer service. Hopefully, EA will nail these RMAs - so (as Eastwood says above) "we can put this silly issue behind us".

[darien87]

Hope this is true. I was told on 2 separate occasions that my replacement guitar was shipping that day, and it didn't. Today I was told it should ship today or tomorrow. :rolleyes:

I'll keep my fingers crossed.

[albinousrex]

well we know that since they found our names in their computer, we will be shipped, they didnt just forget about the first people who requested replacements

[ericdrum]

I called yesterday and talked to a nice gentleman as well. He essentially told me the same thing. He said UPS has them and he was able to look me up in his computer. However, I called UPS and they claimed that they only have the billing information. The rep kept referring to my package as a 'return box'. I hope that means it's full when it gets to me and I return stuff in the same box. At any rate EA was really nice, but I'm still not convinced my drum kit has shipped.

[albinousrex]

i actually just talked to ups also, the return service box means that shipping has been paid for it to go to you and then back to them meaning the return shipping label was included in the box. She said the same thing though that elextronic info was recieved and that was all but she said if the package went out today, it will not be in their database until tonight or tomorrow morning at the lastest. She said sometimes it takes a while to update especially during the holiday and assured me that other people have been calling about other packages not in the system which end up showing up hours later. I trust them for now

[Odwill]

My ticket updated today on the EA site to parts shipped. I'll have to wait until I get home from work to check the UPS tracking number.

[albinousrex]

My ticket updated today on the EA site to parts shipped. I'll have to wait until I get home from work to check the UPS tracking number.

any chance it says a time it updated? mine still says new RMA

[Eastwood]

rex, you made my day a little better by adding a dash of hope. Now to wait and see if those hopes are dashed.

[TheDoctre]

I had a similar experience with EA support yesterday. They assured me that mine would ship today (Wed 11/28/2007) for arrival on Friday and if it hadn't shown up by then to call them back (which I would've anyway :) ). Here's hoping it gets here soon, I've been up strumming for the most part since my down strum became flaky (and took down on the d-pad with it) but I'm ready to get back to being able to switch out when necessary.

[wickedbadz]

I talked with EA support a few minutes ago, my items ordered on 11/20 have not shipped as of yet, he told me most haven't shipped and they don't have any idea when they will ship, he also told me they don't have alot for replacements so some won't be getting a replacement afterall, i was pretty ticked off and told him why did people who ordered after myself get items already, he had no answer for that but said that it was clearly wrong to be doing and he'll look into it....I honestly don't care how much EA support says this and does this, until I have replacement items in my hand they suck.

[AVC808]

I called yesterday and talked to a nice gentleman as well. He essentially told me the same thing. He said UPS has them and he was able to look me up in his computer. However, I called UPS and they claimed that they only have the billing information. The rep kept referring to my package as a 'return box'. I hope that means it's full when it gets to me and I return stuff in the same box. At any rate EA was really nice, but I'm still not convinced my drum kit has shipped.

when i had to send in my ps3 they mailed me a box via UPS with some packaging materials inside and a prepaid UPS label to stick on the box to mail back my ps3. im assuming this is the same (unless you opted for "express") then they probably expect you to pack your broken instrument in the same box you got the replacement in.