Summary of Warranty Replacement issues

[kenshutt97]

So I just wanted to get a quick summary down just to make sure I have all the information I need when I call them for the 15th time.

Not Received their guitars:
1) UPS shows Billing info Received
2) EA's online support page shows status as "New RMA"
3) Calls to support say they shipped out Monday as none shipped out friday. (RMAs placed as early as Last Tuesday)
4) Calling UPS directly also confirms no package has been even picked up.
5) No email received.

Those that DID receive their guitars:
1) Were able to accurately track via UPS
2) EA's online support page shows status as "parts shipped"
3) RMAs seemed to be placed Friday or Saturday

EDIT: So, it appears anybody who put in for their RMA BEFORE the holiday, somehow has their order "stuck" in the system. I have called over 15 times, and finally just requested a RMA again. The 2nd RMA, got further in 20 minutes, than the first one did in over a week.

Important Note: None of the shipping/warranty issues have ANYTHING to do with UPS. UPS is up and running just fine. They were a little slow on Friday, but back on schedule Monday. The important thing to check is your status with EA online support. If it still shows "New RMA" as status then it still hasn't shipped.

There are 3 statuses:
1) New RMA (RMA has been requested)
2) Shipping Label Printed (being prepped at warehouse for shipping) - took 20 minutes to get here on 2nd RMA
3) Parts Shipped (finally shipped. Should have it 2 days from when you get this status)

Recommendation: If you put in the RMA last week and it still shows "New RMA" you should call and request a 2nd RMA. They won't cancel the first one, but if by some miracle, it actually ships, you can refuse shipment and return to sender. (Even if UPS drops off, just call UPS and have them pick it back up, or drop it offer at local UPS). The rep at EA that I talked to did NOT take my CC again for the 2nd one.

New Edit: They were able to cancel the RMAs that I had that were "stuck" from last week. Also, RMAs submitted yesterday now showing "Parts Shipped". I'm sure it will take a few hours for UPS to update their site, but I'll call them later this afternoon.

[albinousrex]

yea that info is very good. Try and get some answers out of them and let us know what happens

[kenshutt97]

Just called again with this information. The status updater on EA Support page is working correctly.

It will update in the following order:

New RMA
Label Printed
Items Shipped

The Support representative put new RMA's in for me (without CC) and told me to just refuse shipment on the whichever comes 2nd.

[Eastwood]

So I just wanted to get a quick summary down just to make sure I have all the information I need when I call them for the 15th time.

Not Received their guitars:
1) UPS shows Billing info Received
2) EA's online support page shows status as "New RMA"
3) Calls to support say they shipped out Monday as none shipped out friday. (RMAs placed as early as Last Tuesday)
4) Calling UPS directly also confirms no package has been even picked up.

Those that DID receive their guitars:
1) Were able to accurately track via UPS
2) EA's online support page shows status as "parts shipped"
3) RMAs seemed to be placed Friday or Saturday


Does this seem to be accurate so far?

I'm going to call them and share this with them, as well.

[albinousrex]

The Support representative put new RMA's in for me (without CC) and told me to just refuse shipment on the whichever comes 2nd.

what exactly does that mean?

[kenshutt97]

what exactly does that mean?

I have an RMA for Drums (yellow pad not responding) and Guitar (bad strum bar)

When I called, she said that for some reason, neither have shipped out yet and she has no way to control the order in which things go out. Since it appears the later int he week you requested your replacement, the earlier you got it (back ass words???). So... without cancelling the first request for replacement, she put another request for replacement in the system. I now supposedly have 2 drums and 2 guitars coming. I should keep whichever gets there first, and when the 2nd RMA is processed, I should refuse that for delivery so that I'm not charged for not returning the faulty equipment.

[wickedbadz]

LOL refuse a shipment off UPS? How often do they even ring the doorbell. Here they toss your packages on the porch and you'll find them 6 hours later, in over 7 years I have yet to have a UPS dude ring my door bell for anything, even items that cost well over $3500

[pdawg17]

LOL refuse a shipment off UPS? How often do they even ring the doorbell. Here they toss your packages on the porch and you'll find them 6 hours later, in over 7 years I have yet to have a UPS dude ring my door bell for anything, even items that cost well over $3500

If you have a UPS store can't you take it back to them or can you not? And I've refused in the past by leaving a note on the door saying I am refusing the packages...

[kenshutt97]

LOL refuse a shipment off UPS? How often do they even ring the doorbell. Here they toss your packages on the porch and you'll find them 6 hours later, in over 7 years I have yet to have a UPS dude ring my door bell for anything, even items that cost well over $3500

You can call them and have them pick the item up. Same way with me, they just drop at my door, but I've had to refuse before. Just DO NOT OPEN it or you'll have to pay to return to sender.

[wickedbadz]

After ordering a replacement on the 21st and not getting one and speaking to EA in India or Pakistahn today I doubt I'll see a replacement anytime soon anyhow, it seems EA thinks that people who order last are more important than us who ordered first.

[kenshutt97]

LOL...so, not even 20 minute after putting in for the 2nd replacement, the status of those went to "Printed labels".

So I got further in 20 minutes today than I have in a full week. THe first set of replacements still say "New RMA"

So you may want to request a 2nd one just in case and refuse shipment on whichever you receive 2nd.

[Supergeek]

LOL...so, not even 20 minute after putting in for the 2nd replacement, the status of those went to "Printed labels".

So I got further in 20 minutes today than I have in a full week. THe first set of replacements still say "New RMA"

So you may want to request a 2nd one just in case and refuse shipment on whichever you receive 2nd.
That is really screwed up. EA's internal system that handles RMAs must have been written in Visual BASIC or something.

[wickedbadz]

No way I'm doing another replacement so they can charge me another $100. their asses will send me one or I'll have Visa on them and they can kiss taking credit cards goodbye

[otakuon]

Ok...maybe I am blind, but where on EA's Support site do you go to check the status of your RMA? When I log in to my account, I only get stuff like "My Questions", "My Notifications", etc...and all of those are empty.

Thanks!

[wickedbadz]

Ok...maybe I am blind, but where on EA's Support site do you go to check the status of your RMA? When I log in to my account, I only get stuff like "My Questions", "My Notifications", etc...and all of those are empty.

Thanks!

Under your questions is where...but good luck if you ordered days ago you aren't getting anything...if you ordered last night you probably have the guitar by now

[otakuon]

Thanks...Yeah, it doesn't show up there for me...so I called EA. I like how the first thing you hear now is "If you are calling about Rockband Press 1...For everything else, press 2"...and the young woman that awnsered said "Thanks for call they Rockband Support Line. How can I help you?". Anyway, she was very plesent and sounded like she was based here stateside. She told me that they did have my number in the system and that the Guitars were taking 3-5 days longer than everyhting else and that I should have my guitar by Friday (I placed the request Sunday). So we shall see....

[kenshutt97]

Edited original Post.

My Status on EA Support page for RMA submitted yesterday shows parts shipped.

Still shows New RMA for the RMAs submitted last Tuesday.

[xboxliveaware]

I am currently at work and don't have my manual. Does anyone know the number I should call. I submitted Friday morning and my shipment is still pending.

[kenshutt97]

I am currently at work and don't have my manual. Does anyone know the number I should call. I submitted Friday morning and my shipment is still pending.

650-328-1001


I have it memorized.


Also, even though the status has changed to "Parts shipped" when I called UPS, they manually verified that EA has not schedule a pick up time.

[Desaevio]

650-628-1001


I have it memorized.


Also, even though the status has changed to "Parts shipped" when I called UPS, they manually verified that EA has not schedule a pick up time.

And, fixed.

[Desaevio]

Just got off the phone with them myself. I got Bob, whom I've heard of in other threads. Bob's a keen guy. I like Bob. I can see hanging out at a bar and getting into a conversation with Bob, maybe buying Bob a drink until you find out he's a fan of that football team you hate, and then things get awkward. That said, Bob's clearly had to do this spiel multiple times every few minutes and gave me more information than I'd really even thought of asking. Go Bob.

[kenshutt97]

New RMA put through 11/28/2007 while 11/21 RMA cancelled. New RMA went to Parts shipped 11/29/2007 at 6am. Didn't ship at all yesterday, still has not shipped today.

This is getting ridiculous. As I stated before in another post, if it doesn't ship according to UPS by today, then I'm getting the word out hard core to all online sites like amazon, IGN, gamestop, eb, gamespot. I'll post to reviews of all products how terrible of an experience this has been.

[surgesnugs]

My issue is how EA's online customer service is a total joke. They have one canned response to any inquiry about shipping status, telling people to check with UPS. It's total crap. EA needs to tell people how long it's going to take replacements to leave their warehouse. They have to. It should be an obvious, and expected question. Why they choose to ignore it is beyond me. It's childish. They know people won't like the answer, so they ignore the question. That's not customer service. I can't believe EA even bothers to have a customer satisfaction survey on their website, when they don't even try to satisfy customers.

[Patton]

I put in my (first) order yesterday and it's still sitting on "New RMA." Is this normal? Think I'll have my replacement guitar next week? Or should I call and get on them about it.

[kenshutt97]

I put in my (first) order yesterday and it's still sitting on "New RMA." Is this normal? Think I'll have my replacement guitar next week? Or should I call and get on them about it.

Mine changed to "Printing Shipping Labels" or something like that after about 30 minutes.

I would tell you to call them, but it's not going to do any good. The call center seems to have no idea what the shipping warehouse is doing. It's really not the fault of the call center, so yelling at them isn't going to get you anywhere. Their shipping warehouse and senior management need to get things nailed down and start providing us with all the correct timeframes and training their call center employees with the correct info.

[pdawg17]

New RMA put through 11/28/2007 while 11/21 RMA cancelled. New RMA went to Parts shipped 11/29/2007 at 6am. Didn't ship at all yesterday, still has not shipped today.

This is getting ridiculous. As I stated before in another post, if it doesn't ship according to UPS by today, then I'm getting the word out hard core to all online sites like amazon, IGN, gamestop, eb, gamespot. I'll post to reviews of all products how terrible of an experience this has been.

Did you call them to cancel the first RMA? Was the second order placed on the website?

[kenshutt97]

Did you call them to cancel the first RMA? Was the second order placed on the website?

Cancelled over phone after I placed 2nd RMA on website.

FINALLY shipping now. Delivery Monday. UPS updated. At least on drums. Still billing info recieved on Guitar, but I'm assuming it will update shortly.

[pdawg17]

New RMA put through 11/28/2007 while 11/21 RMA cancelled. New RMA went to Parts shipped 11/29/2007 at 6am. Didn't ship at all yesterday, still has not shipped today.

This is getting ridiculous. As I stated before in another post, if it doesn't ship according to UPS by today, then I'm getting the word out hard core to all online sites like amazon, IGN, gamestop, eb, gamespot. I'll post to reviews of all products how terrible of an experience this has been.

I just called to cancel the 2nd RMA (since the 1st one finally says "shipped" and she said there is no cancellation process and that I have to refuse the package?