more new info to get everyone to stop with the complaining

[albinousrex]

People think EA is lying. I was assured by a managing supervisor over the phone that although some "technically not correct" things have been said by agents all orders placed last week have gone out monday tuesday and wednesday and are in the hands of ups. He also said that they have recieved a mass volume of calls as to why it just says electronic billing info recieved. He talked to the head at ups who told them that with the mass of packages that EA and other people are putting out around the holidays, they are not making their website a priority at the time and it may or may not be updated before you recieve your packages. UPS though has confirmed recieving the packages that EA has sent out. Billing info recieved is the only automatic step in the tracking process where as soon as a label is printed, it says that.

hope that helps worried people now that we know we are also getting fixed hardware.

[eleventy5]

That is not the case, The whole tracking process is automated. When the driver picks up the packages, Every single package will be scanned in by the little tablet they carry. When he reaches the warehouse (where the packages will move from his truck to many different trucks to head toward their final destinations) The information on his tablet is uploaded and the tracking system is updated, The packages are scanned again when removed from the first truck, scanned again when placed on the next hop towards their destination. The tracking system being updated every time.

[ericdrum]

UPS actually told me the same thing. Sometimes if the shipment is large enough, it won't be immediately scanned. The scan might not happen until later in the process.

[albinousrex]

yea, thats true, i have ordered things that they dont even update at all, it only says billing info recieved and then i check one day and it says delievered and i find it at my door. Do you really think ups wants to scan 5,000 or more packages sitting at ea?? the woman at ups said it could take up to 48 hours for anything to appear and if it was picked up this morning, it would for sure not be on the site until late tonight or tomorrow morning

[Darkfire6247]

It still doesn't explain the fact that people who RMA'd like yesterday already have it shipped, as it says on their updated tracking info. And the fact that those who RMA'd sunday or later already have it, and they were able to track it via ups.com. Then there is those who RMA'd it early and don't have it and it shows it still hasn't shipped. I'm sorry but I think something got screwed up, and its a little fishy.

[AMartin56]

We should see scans in UPS tonight if they actually went out. Until I see a notice on my door or a tracking number in transit I wouldn't put too much stock into something a 'supervisor' said.

[albinousrex]

yea i know but the supervisor did say there were some issues with things going out earlier than they should. And you do not know if they could track it the whole time, they just saw it before everyone, it could have been a day before it showed up tehre, who knows

[sickdaddy]

It still doesn't explain the fact that people who RMA'd like yesterday already have it shipped, as it says on their updated tracking info. And the fact that those who RMA'd sunday or later already have it, and they were able to track it via ups.com. Then there is those who RMA'd it early and don't have it and it shows it still hasn't shipped. I'm sorry but I think something got screwed up, and its a little fishy.

There was a thread I remember reading that said they went in backwards order. Can't remember why, but I don't think it was to screw the early people.

My package showed up in the tracking system today.

[albinousrex]

bad news for me though, the cake was a lie.... i ordered mine wednesday and was finally told the truth that it might not go out until monday! how annoying, all the lies and excuses. If they just told me last week, i would be ok with it

[eleventy5]

UPS actually told me the same thing. Sometimes if the shipment is large enough, it won't be immediately scanned. The scan might not happen until later in the process.



Since I actually worked for UPS and I know how this works for FACT. I assure you, every package is scanned before it hits the truck. UPS would be responsible for whatever EA said they shipped had not every piece been scanned at the ship point.

I also have seen anomolies where items did not show up on the web site tracking right away, but I guarantee you they were scanned at every point, if only to cover the big ups behind. and when they do show up on the web site all points where the item was scanned will show up also.

My point, No matter who is telling you what, no matter how big the shipment. UPS WILL SCAN and update all shipments. No scan means no proof of what they did or did not pick up.

[AgainstOne]

i ordered my replacements last thursday. i called EA support back tonight to find out why they haven't shipped yet. the guy i talked to straight up told me that mine hadn't been shipped yet.

this is ****ing bull****!!! why do people who ordered replacements 4 days AFTER i did already have theirs and mine hasn't even shipped!!!!!!

[admanimal]

I ordered last Tuesday morning(!) and of course have gotten nothing yet either. It is pretty obnoxious that people who just ordered over the weekend have already received theirs. I thought I was being smart by just following the correct procedure rather than complaining and asking questions on the forums like everyone else with a broken guitar. Turns out I should have just complained about it and done nothing for a week and then requested a replacement...

My best guess as to why this is happening is that some part of their replacement program was not in place last week, so orders got backed up. Then over the weekend they apparently got everything set up so that any new orders could fly through the system, whereas old ones perhaps had to have some manual processing done or something of that sort. That's the only thing I can imagine that would cause them to ship things out in this manner.

[SoberScott]

Ooooooooor they are dumb

[parasite]

Maybe for those of us that conatacted EA about a replacement last week and are still waiting, this will mean that our replacements will have been produced later and have a better chance of actually working!!? I've tried calling EA several times tonight, only to get disconnected after 2 rings?!! WTF??

[admanimal]

Their live support closes at 6pm PST last time I looked.

[Senkoy]

Whatever the case i just hope i get it soon. I ordered mine on Wednesday (had i know i would have waited longer to order in order to get it sooner, which is lame) and my UPS tracking still only says billing information received.

[coffinrock94]

It's just like when the power goes out in an entire town. Not everyone gets power back at the same time. It's not always fair how it turns out. And just so I don't open up a giant can of worms, I want to make it clear that I have yet to receive my replacement guitar yet either, or even an update to the UPS tracking number.

[albinousrex]

Their live support closes at 6pm PST last time I looked.

The Rock Band support line is opened 24 hours a day. I was having trouble getting through at 12 am est which is 9 pst so I tried to connect with an agent for another game, when I did that, i got a message that EA's tech support line closes at 6 and to call back tomorrow. I called right back for rock band and got connected to someone. The bad thing... at night, you get someone who doesnt speak english.

[560sdl]

bad news for me though, the cake was a lie.... i ordered mine wednesday and was finally told the truth that it might not go out until monday! how annoying, all the lies and excuses. If they just told me last week, i would be ok with it

Think back to when your guitar broke. Can you honestly say that with a straight face?

[Deeznutzs27]

Most of us would stop complaining or be patient as alot of you like to say, if the first ones to put in for a replacement werent screwed by being put at the back of the line in favor of ones who just put in for repairs.

[Nekura20x6]

I had to ask for a replacement on launch day. I had played for a total of 4 hours. As of right now, my status is still "Billing Info Received" i.e. "Not Put On A Truck By UPS".

Those of us with launch day issues were front of the line and should have been treated as such. While I'm encouraged by EA's finally talking about the issue with the gaming press and for having a pretty well put together replacement program, I'm still ticked that those of us who asked first are being handled last.

[pdawg17]

I'm just sick of wondering if my parts will ever be shipped or not...if I had any little bit of proof I would be ok with things...I honestly still think our orders are screwed up and next week will come and we'll be calling them all over again...I really believe if our parts had shipped we would see a status change on ups's site...I don't believe the crap that they are too busy to update the site...so no matter what EA has said I think our orders are still sitting in Michigan somewhere...

[parasite]

I just got off the phone with a LIVE person at EA. He looked up my RMA number and said that my replacement guitar is in the system over at UPS and, most likely, is on its way to me. When I asked him why it wasn't showing up on the UPS site as "shipped", he told me that packages have been known to arrive at the customer's doorstep before UPS even shows it as "shipped". He also apologized for the delay in the 2 day express method. EA shipped more than 4000 replacements on Monday, Tuesday and yesterday! I can't imagine how many more are waiting to be shiopped??!!

Just thought I'd pass that along to all of you who are still waiting for replacements. Btw, he also said that he hasn't heard of anyone who recieved a replacement having any trouble with it. From what I've read on here, I think he's a little mistaken. Very nice to talk to tho, and very apologetic and willing to answer any questions I had.

[CanisFirebrand]

i ordered my replacements last thursday. i called EA support back tonight to find out why they haven't shipped yet. the guy i talked to straight up told me that mine hadn't been shipped yet.

this is ****ing bull****!!! why do people who ordered replacements 4 days AFTER i did already have theirs and mine hasn't even shipped!!!!!!

I haven't called yet, but I'm in the same boat. Placed my RMA on thursday, UPS still shows "shipping info received"
Yet, I know people that placed their RMA on monday of this week and have theirs already. I'm going to be calling EA tonight and making sure I get mine expedited.

[Jaacar]

EA shipped more than 4000 replacements on Monday, Tuesday and yesterday!

Ouch, that's gotta be bad for the bottom line. Just quickly do the math. Not only for the original cost of the equipment (lets say bottom line is it COST the company $30 to make each guitar, so 4000 x $30 = $120,000) but for shipping that many as well (I'm sure they get a bulk deal for shipping, but it's gotta be around $10 per package for 2 day express, 4000 x $10 = $40,000).

Early game shipping/bad peripherals/whatever you wanna call it just cost the company $160,000 in 3 days.

I'll bet someone lost their job.

[AgainstOne]

I'm going to be calling EA tonight and making sure I get mine expedited.

good luck with that. the reason i called was to see if i could get mine escalated. the guy told me there was nothing he could do.

they have ****ed this whole situation up. the replacement drums have the exact same problems as the originals and the replacement guitars are failing as well (albeit not nearly as bad as the originals). i'm just about ready to return the whole shebang to the store for a full refund.

[TacoTodd]

UPS will scan every package at every location once it gets into the system(gets into drivers hands). They gurantee tracking on every package. I work for UPS and i know the system. What baffles me is I ordered my guitar 11/21. I know UPS was closed till 11/26, so i figure they picked it up on 11/26. Even if they shipped it 2 day air i would have received it 11/28. Unfortunately it just says billing info received which means it has not been shipped at all. Disappointed with EA

[Ardrikk]

I posted this in another thread as well, but here's my experience to date:

I put my request in late the night of 11/20 (through the support website) and UPS site has said only "Billing Information Received" ever since.

Finally called EA Support today and he asked for my RMA number and looked it up. Then told me that my guitar was still sitting in the warehouse and would be shipped out "in the next couple days" with the express option. He apologized, when I pointed out how long it has been, despite me choosing the "express" option and said they are "working around the clock" and that everything would be shipped out this week.

So, for whatever that's worth, I just thought I'd pass on what he told me.

I can only hope that the delay in them shipping my replacement guitar means I will actually get one of the nice redesigned ones that's supposed to work properly.
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