The Truth is finally out.

[albinousrex]

I talked to tech support for like the 10th time and after several pleasant experiences, the truth finally came out by a man who spoke little english. I called for a tracking number, even though i already had it to see what they would say. He found it after having me on hold for 10 minutes and said he will email it to me. The conversation then went on like this:

"Sir, i have taken the liberty of checking UPS.com for you to see the status of your shipment and they have recieved the electronic billing info from us."

"does that mean that you have sent my package yet?"

"no, that means your package is ready to leave our warehouse and just needs to be picked up"

"so does that mean it will go out tomorrow? i have called multiple times and was told it shipped this morning"

"im sorry sir but it has not gone out yet, we still have many here to go out. Hopefully it gets out by friday, but if not, then it should go on monday"

MONDAY?!?! i was told by multiple people taht it shipped, now its sitting there and might not go out till monday, all these lies i cant stand it. This was after calling 10 times because i got hung up on all of those times.

[steelcurtain187]

Awful news. I am still waiting on mine as well :mad:

[asforoneday]

I hate impatient people. Just wait awhile and maybe you will eventually get your stuff. :)

[Micker]

All they have to do is be honest and tell us when we can really expect it. If I knew I had to wait till next Tues., I would be upset, but not as mad as not knowing when, if ever, my package will be shipped. Just be honest with us.

Also, its bull**** that people who placed thier order much later are already getting their packages. Its like they started piling up the orders and the top ones were the newest orders and they got pulled first.

[Micker]

I hate impatient people. Just wait awhile and maybe you will eventually get your stuff. :)

Don't be a fool, there is reason for the impatience. I not just waiting, its lack of information and conformation that is bothering people. We paid a lot of money for a doorstop and you can't blame people for getting upset, when a week later they don't even know if their replacement is ever gonna ship.

[zacksmith]

i gotta wait till christmas it ****in sucks

[albinousrex]

i have been patient and would have been fine if they didnt lie to me all day when i called, that was unnecessary.

[wickedbadz]

i gotta wait till christmas it ****in sucks

No big deal by St Patricks Day of 2008 you'll hae a replacement guitar...no need to worry.

[sickdaddy]

i have been patient and would have been fine if they didnt lie to me all day when i called, that was unnecessary.

That is poor form by the customer support department. I doubt that is their policy. It may be the call of the operator you talked to, as to deal with you, the customer.

Did you take the names of those and give it to the supervisor?

[albinousrex]

That is poor form by the customer support department. I doubt that is their policy. It may be the call of the operator you talked to, as to deal with you, the customer.

Did you take the names of those and give it to the supervisor?


unfortunately no, im surprised though that 2 people would have said that to me. They were both nice and american and i never even argued, all i said was simply, did my package ship yet. The one who told me the truth was one of the ones who barely spoke english. not to mention it took him 10 minutes to find my trackign number.

o well, the truth hurts sometimes

[Redempshin]

unfortunately no, im surprised though that 2 people would have said that to me. They were both nice and american and i never even argued, all i said was simply, did my package ship yet. The one who told me the truth was one of the ones who barely spoke english. not to mention it took him 10 minutes to find my trackign number.

o well, the truth hurts sometimes
It's not an intentional lie, it's a lack of knowledge and being told things incorrectly.
The call center isn't in the same place as the distribution facility, they only know what they've been told by their supervisors (who aren't the people you talk to if you ask for a manager) or what they're guessing based on their limited knowledge of UPS or Fed Ex shipping practices.

[coffinrock94]

For the record, it's not being impatient to expect something to arrive around the time you're told it will. Despite the holiday weekend and stores being temporarily closed, I don't expect something to take over a week to arrive when I'm told it will only take 2 days to get there. I especially don't expect it to take over a week to even get an update that it's left the warehouse (which I still have yet to get). And it would be one thing if it was a day or 2 off, but their estimates aren't even close.

It's also bad business and bad karma to say that you've done extensive tests, and use the phrase "in the unlikely event that you encounter a problem with Rock Band or any of the components included" if you shipped out a bunch of faulty equipment. If your equipment is so good and so well tested, there shouldn't be all these issues. I think they wanted to get the game out by Thanksgiving (especially available by Black Friday), and they were willing to cut corners, and suffer the consequences later down the road, in order to hit the big days. I don't think any of this was a surprise, but it was a worthy sacrifice to get the game out at the time they wanted. I also believe this is the reason why they haven't release the peripherals separately. They knew they weren't ready to be distributed, and they wanted to limit the number of returns as much as possible, but still be available by Black Friday. I am open to hearing any opinions if anyone disagrees with me. From the angle I'm looking at though, all the pieces seem to fit perfectly based on the assumptions I have made.

[Senkoy]

I just hope the reason it's taking long is because they're not sending out the defective ones and are making good ones to send out, but the fact that others that ordered much later are receiving them is very discouraging.

[jeremiahtmckay84]

You know, I was talking to a bunch of my friends where I work and we all came to that very same conclusion. Though I am a little frustrated about the delay in shipment of my guitar, I can only take hope in the thought of them actually fixing the problem and sending all of us a genuinely good piece of gaming hardware. Wishful thinking, I know. I try to be optimistic. But if this new guitar is stronger and more durable, then this wait will be completely worth it. If it breaks again under 10 hours, then I'll really be seeking some answers... let's hope it don't come to that, oky-doky EA?

[jeremiahtmckay84]

I also second the notion of purchasing every single SOAD DLC in an instant... along with Korn, Disturbed, Slipknot, Mushroomhead, Static-X, Sevendust..... f*ck, my list could go on and on. Already got the QOTSA pack.

[mmiranda119]

The rep I spoke to about the matter said that the guitars going out are second generation guitars, so people *shouldn't* be experiencing the strum problem in the future. He also said all orders placed last week will ship by Friday.

[rockwood610]

I dont know about your impatience. One thing you gotta understand... and please dont take thjis the wrong way, but.... the world doesnt revolved around just you ya know.

I am waiting for just a shipping lable and an empty box to send my guitar back. I do't expect the box or the replacment to get here anytime soon... why?

ITS THE HOLIDAYS!!!

Do you realize that this isn't thier fault entirley? If its in thier wharehouse then that means it has been and is ready to go. There is only so many shipments that can go at one time, and your first to reps may have recived the wrong info. It happens. Get over it.

I have Verizon DSL... my net went down on the 4th of Nov... took them 3 weeks to get it back up with hours of being put on hold with tech support. When you deal with companies that have 3 to 20 different depts to transfer data to and from, **** isnt going to go smoothly 99% of the time.

[albinousrex]

It's not an intentional lie, it's a lack of knowledge and being told things incorrectly.
The call center isn't in the same place as the distribution facility, they only know what they've been told by their supervisors (who aren't the people you talk to if you ask for a manager) or what they're guessing based on their limited knowledge of UPS or Fed Ex shipping practices.

I dont know about that. The guy i talked supposedly "looked up my order in the computer" he even gave me a time yesterday morning that it was shipped. An exact time. That rigth there is an intentional lie.


You know, I was talking to a bunch of my friends where I work and we all came to that very same conclusion. Though I am a little frustrated about the delay in shipment of my guitar, I can only take hope in the thought of them actually fixing the problem and sending all of us a genuinely good piece of gaming hardware. Wishful thinking, I know. I try to be optimistic. But if this new guitar is stronger and more durable, then this wait will be completely worth it. If it breaks again under 10 hours, then I'll really be seeking some answers... let's hope it don't come to that, oky-doky EA?

All guitars that went out whether you have already gotten it or havent are supposed to be the fixed ones. EA has already announced this to the public. I guess the wait isnt for working guitars. They said that only early models have these problems meaning that some of the models that went to stores worked perfectly.

[albinousrex]

I dont know about your impatience. One thing you gotta understand... and please dont take thjis the wrong way, but.... the world doesnt revolved around just you ya know.

I am waiting for just a shipping lable and an empty box to send my guitar back. I do't expect the box or the replacment to get here anytime soon... why?

ITS THE HOLIDAYS!!!

Do you realize that this isn't thier fault entirley? If its in thier wharehouse then that means it has been and is ready to go. There is only so many shipments that can go at one time, and your first to reps may have recived the wrong info. It happens. Get over it.

I have Verizon DSL... my net went down on the 4th of Nov... took them 3 weeks to get it back up with hours of being put on hold with tech support. When you deal with companies that have 3 to 20 different depts to transfer data to and from, **** isnt going to go smoothly 99% of the time.

thats what you get for subscribing to verizon dsl

[560sdl]

I just don't understand how everyone thinks this is so simple. First of all, unlike most product returns and support, everyone here is so damn impatient that they call 10 TIMES A DAY (by the original posters own admission). That leads to the next guy thinking he has to call at least 11 times to get anywhere. And so on. Of course EA could never have anticipated masses of individuals who who would conceive of calling 10 times a day, so they have to hire more people - untrained people just to answer the calls. Oh, and guess where support comes from at 2 am eastern time? Wanna bet India? So an untrained person in India is supposed to run down to the "garage" and find the package with your tag on it and make sure it is next in line? No, your replacement guitar is 10,000 miles away being (hopefully) put in a box by untrained people who put it in a pile to be picked up and entered into a computer by untrained people who put it into a que to go out executed by untrained people only to be picked up by overworked UPS people during a holiday. Yea, that is going to work perfectly everytime.

Does anyone here really think that making 10 calls a day is going to actually speed up the delivery of your replacement? This is perhaps one of the largest video game rollouts ever, with what ended up being, a bunch of junk components. Yes it is a disaster, but if you think that when you call you are taking to a guy who can actually change a single thing in the process, you are insane. The best you could hope for EVER, would be a verification that you are actually in the system. Other than that, the guy that verifies the order is just telling you what he is hearing or is told the timeframes are.

Yes, they committed to 2 day SHIPPING (fairly generous really, this will cost them a minimum of $30-40 by the time the product gets both ways) and the early callers may have been led to believe that the turnaround would have been 2-3 days. But with the influx of returns, I cannot see any way that they could turn this stuff around that fast. Plus, I cannot believe that they anticipated this problem and had an unlimited supply of extra components laying around. Do you think something like a shipments of 10,000 guitars can be taken out of the main que for new bundles and redirected and boxed for replacement in an hour?

Give them a chance to do their job. Stop bugging them. It is not helping. Once you call for your RMA and are in the system, there is not a damn thing anyone in the pipeline that you can talk to can actually change until it gets in the hands of UPS. And that process cannot be changed either so what is the point?

[ericdrum]

Come on man, customer service just sits there and deals with customers. They aren't being taking away from actually fixing anything. They are paid to sit there and interface with customers. That's their sole purpose. People are pissed because of misinformation. They are told several things that all conflict with each other. In my case, I just want an honest answer. If it's not going to ship anytime soon, just tell me. The website and EA customer support make it sound like if you need a replacement, it's going to be fast. They charge your credit card really fast. And then after waiting days, your status doesn't change and each person you talk to tells you something different. I think a person who becomes frustrated at that, is totally justified.

[AMartin56]

A) The profit margin on plastic guitars is probably pretty high...they will retail for close to $50-60 when they are available alone (if not more) and I doubt they cost more than about $10 (if that to make) so I doubt EA is really taking a bath on this.

B) Two way shipping will NOT cost them $30...for you and me maybe but not for a major corporation. Besides, the return trip WILL go ground. Why rush back defective junk?

C) There are pics of THREE designs out there! This isn't a 'whoops these guitars stink' situation...this is scrambling to come up with a design that will work and shipping the product anyways. And they don't care about YOU...they are only doing this to stop the warranty cost bleeding.

I'd forgive ALL of the above if it wasn't for the keystone cops routine where older orders are in limbo while newer orders ship promptly. NOT doing that is support 101 and their failure to get even that right drops my confidence level to ZERO.

[560sdl]

I am just saying that if you think you are any closer to moving your existing order up in the que by calling, that is very unlikely. Sure, if you yell loud enough they might cancel your existing RMA and issue a new one if the original appears lost. But my point is that the people you are talking to know very little and have even less control over timing.

[zerogeo3]

How do you figure they know very little? They are using a computer system to get the RMA's generated. Which gives them OMG a date of entry. First ones broken and reported should have been the first ones out the door. You may be Joe C. MoneyBags but, there is still a $100.00 dollar hold on our credit cards. We deserve a honest answer, which is easly achivable via the computer.

They have a hold of our money. And as far as this being the holidays, yes it is but that dosen't mean that shipping comes to a stand still, as well it is not even December yet, so shipping is not that over loaded yet. Its fine that you think we are impatient but I for one am tired of the run around...

[scales]

How about you all stop your complaining? There are problems, great, are they getting fixed? perhaps? What the heck is the point of posting online in a forum that you just cant afford to wait a few days or whatever for your replacements?

I hate stupid people who just complain.

[ericdrum]

I hate stupid people who just complain.

I do too. The only people that are worse are people that complain about complainers.

[scales]

MODERATORS this thread need to be deleted, what is the point of it?

[ilikecheetos]

haaaa you hate people who complain and yet you are complaining....that is classic. and the quote of the year goes to...................
so you enjoy buying products that break in the first few hours, and then waiting around for a replacement that should of been sent out days ago? or how about the fact that these should never of been put out on the market to begin with? just rushing them for the holiday season? there are many reasons to complain, and i add one more for the fact that you are complaning makes me want to complain about you too.

[pdawg17]

MODERATORS this thread need to be deleted, what is the point of it?

MODERATORS this INDIVIDUAL needs to be BANNED, what is the point of HAVING HIM AROUND?

[scales]

MODERATORS this INDIVIDUAL needs to be BANNED, what is the point of HAVING HIM AROUND?

I dont quite see the point of Banning me, this post is in technical support and simply describes how one person cannot wait. this forum is full of similar complaints all of which do not ask any specific question or present any issue other than how impatient people can be. as i mentioned in my other post, these repetitive posts make it difficult for any other comments or genuine "tech support" questions such as my other thread to be answered. Your comment is just more proof of this problem.

[zerogeo3]

I dont quite see the point of Banning me, this post is in technical support and simply describes how one person cannot wait. this forum is full of similar complaints all of which do not ask any specific question or present any issue other than how impatient people can be. as i mentioned in my other post, these repetitive posts make it difficult for any other comments or genuine "tech support" questions such as my other thread to be answered. Your comment is just more proof of this problem.

You sir, apparently are new to the internet. This is the place for ideas, thoughts and concerns to be served up. You and your minority type tactics, are the reason for flame wars, to begin (Flame War- the loss of logical, and rational opinions to be reduced to personal attacks. Figured you needed the definition). If you don't like the topic, then don't post.

We have a GENUINE TECHNICAL ISSUE and are awaiting our hardware to be replaced. We have everyright as to inquire when we will recieve it.

[pdawg17]

I dont quite see the point of Banning me, this post is in technical support and simply describes how one person cannot wait. this forum is full of similar complaints all of which do not ask any specific question or present any issue other than how impatient people can be. as i mentioned in my other post, these repetitive posts make it difficult for any other comments or genuine "tech support" questions such as my other thread to be answered. Your comment is just more proof of this problem.

You're such a hypocrite...how many posts have you made this morning complaining about us "complainers" over and over again? Not very productive IMO...

[AgainstOne]

I dont quite see the point of Banning me

you are a troll. all you are doing is inciting problems. you say you hate complainers, yet you are the most useless complainer here. everyone else has a legitimate reason to be complaining, whereas you have no reason to complain about us.

if you don't like the complaining posts, you can simply ignore them. we however don't have the luxury of ignoring the fact that the products we have paid a great deal of money for don't work and we are consistently lied to by support about every aspect of it.

[greygoosetall]

I spoke today with EA (the manager of the support department)and they manufactured a 3rd generation controller and they are shipping for PS3 on Thursday, Friday and Monday. XBOX guitars were shipped first, on Monday Tuesday and Wednesday. The manufacturing was addressed. Also the EA rep told me that Red Octane was so inundated with complaints for not making the the GH3 controllers in a way to be cross used with RB, that Sony, Harmonix and Red Octane are now finishing a patch that will allow GH3 controllers to be used w/ RB. The patch will be available any day now. It will be installed when you turn on Rock Band. Microsoft had already done this and it was fixed by Friday last week I believe.

As soon as the guy was telling me all of this, it would ship that day, I received a status update saying it was shipped at 9:18 am Today. We were still on the phone and he noticed it at the same time I did.

[weezer17]

I dont quite see the point of Banning me, this post is in technical support and simply describes how one person cannot wait. this forum is full of similar complaints all of which do not ask any specific question or present any issue other than how impatient people can be. as i mentioned in my other post, these repetitive posts make it difficult for any other comments or genuine "tech support" questions such as my other thread to be answered. Your comment is just more proof of this problem.

And how many meaningful posts have you made? Are they all about people complaining? Guess what we are pissed off that this happened, and that we don't have our replacement parts. You know what we will continue to talk about it and complain about it. If you don't want to read it, why the hell are you in a thread, that based on the title you can tell will be full of complaints. Go read a thread about people that can play the game and their thoughts. Or play a game, just leave us to our complaining.

[jaredstokes]

I spoke today with EA (the manager of the support department)and they manufactured a 3rd generation controller and they are shipping for PS3 on Thursday, Friday and Monday. XBOX guitars were shipped first, on Monday Tuesday and Wednesday. The manufacturing was addressed. Also the EA rep told me that Red Octane was so inundated with complaints for not making the the GH3 controllers in a way to be cross used with RB, that Sony, Harmonix and Red Octane are now finishing a patch that will allow GH3 controllers to be used w/ RB. The patch will be available any day now. It will be installed when you turn on Rock Band. Microsoft had already done this and it was fixed by Friday last week I believe.

As soon as the guy was telling me all of this, it would ship that day, I received a status update saying it was shipped at 9:18 am Today. We were still on the phone and he noticed it at the same time I did.

I prey that you are correct. My guitar was DOA and I have not gotten a replacement yet. I sure hope they give me a nice spanky revised one that is all fixed up and ready to rock!

[Muffster]

I spoke today with EA (the manager of the support department)and they manufactured a 3rd generation controller and they are shipping for PS3 on Thursday, Friday and Monday. XBOX guitars were shipped first, on Monday Tuesday and Wednesday. The manufacturing was addressed. Also the EA rep told me that Red Octane was so inundated with complaints for not making the the GH3 controllers in a way to be cross used with RB, that Sony, Harmonix and Red Octane are now finishing a patch that will allow GH3 controllers to be used w/ RB. The patch will be available any day now. It will be installed when you turn on Rock Band. Microsoft had already done this and it was fixed by Friday last week I believe.

As soon as the guy was telling me all of this, it would ship that day, I received a status update saying it was shipped at 9:18 am Today. We were still on the phone and he noticed it at the same time I did.

Wow. Either that manager is telling the truth. or that's the most detailed lie I've heard yet.

If it is the truth, I don't understand why they simply aren't making this information available here.

Err... rhetorical question maybe?

[greygoosetall]

Wow. Either that manager is telling the truth. or that's the most detailed lie I've heard yet.

If it is the truth, I don't understand why they simply aren't making this information available here.

Err... rhetorical question maybe?
I got FOUR levels up into management, when I got that info. He also swore that that a patch was being worked on because Red Octane was getting so overwhelmed with angry consumers.

[wickedbadz]

I spoke today with EA (the manager of the support department)and they manufactured a 3rd generation controller and they are shipping for PS3 on Thursday, Friday and Monday. XBOX guitars were shipped first, on Monday Tuesday and Wednesday. The manufacturing was addressed. Also the EA rep told me that Red Octane was so inundated with complaints for not making the the GH3 controllers in a way to be cross used with RB, that Sony, Harmonix and Red Octane are now finishing a patch that will allow GH3 controllers to be used w/ RB. The patch will be available any day now. It will be installed when you turn on Rock Band. Microsoft had already done this and it was fixed by Friday last week I believe.

As soon as the guy was telling me all of this, it would ship that day, I received a status update saying it was shipped at 9:18 am Today. We were still on the phone and he noticed it at the same time I did.

This post is incorrect, my order is for a 360 guitar and was done on the 21st, item has not shipped yet as per ups and ea tech support, my friend who lives 2 doors down ordered his replacement for ps3 on friday of last week, the 23rd, yesterday he got his replacement guitar which was shipped out monday.
As far as a patch goes, I don't see that happening for PS3 people, it's highly unlikely two different gaming companies will agree to allow their products supported in both titles. It also makes no sense since the xbox360 rockband fender doesn't work in guitar hero. So obviously not only did Activision/Red Octane do something to the ps3 guitars so they wouldn't work in rockband, Harmonix/EA did something so the rockband ones(360 version) won't work in guitar hero.

[dgator783]

my replacement drums shipped today...thank god

[pdawg17]

my replacement drums shipped today...thank god

When did you order them?

[greygoosetall]

This post is incorrect, my order is for a 360 guitar and was done on the 21st, item has not shipped yet as per ups and ea tech support, my friend who lives 2 doors down ordered his replacement for ps3 on friday of last week, the 23rd, yesterday he got his replacement guitar which was shipped out monday.
As far as a patch goes, I don't see that happening for PS3 people, it's highly unlikely two different gaming companies will agree to allow their products supported in both titles. It also makes no sense since the xbox360 rockband fender doesn't work in guitar hero. So obviously not only did Activision/Red Octane do something to the ps3 guitars so they wouldn't work in rockband, Harmonix/EA did something so the rockband ones(360 version) won't work in guitar hero.
I will add that the ones i was referring to were modified in manufacturing. Some may have gone out, but this was a new batch. He may have gotten one already, some did. This was the third batch going out now. I don't know if the ones shipped out previously were the same.

[zerogeo3]

I will add that the ones i was referring to were modified in manufacturing. Some may have gone out, but this was a new batch. He may have gotten one already, some did. This was the third batch going out now. I don't know if the ones shipped out previously were the same.

You really don't "know" anything. Most of what they have told the customers, both reps and supervisors has been LIES. They made up a bunch of stuff, to get people off the phones fast, and this sounds like more of their BS to me. So you can stop posting this crap on every thread like it is the gospel according to EA.....

Just so you know this is not a flame on you, but I for one am sick and tired of their LIES....

[greygoosetall]

I am too, but I will post whatever I would like. I was just stressing that I had a conversation with the manager of the entire center. He offered the info to me. Just repeating what I was told. It may be a lie, but I am a CPA and a bright person and I felt that it was genuine, unlike prior conversations.

[zerogeo3]

I never said you were not an intelligent person, but spouting the EA retoric is nothing more than hollow promises and lies. They have shown their track record throughout this process. As for you talking to the Manger of the whole place. Which place would that be? Customer Service, Shipping, Development...seeing as they are in different places.

Sure you have the right to post anything you wish, I also have the right to point out the BS, that was spwed forth. Lets see, I have a 360 guitar, put in the RMA on the 20th, and it wasn't until today that the status on EA's page only changed to parts shipped. So, there in turn is another one of their BS statements.....

[AVC808]

I am too, but I will post whatever I would like. I was just stressing that I had a conversation with the manager of the entire center. He offered the info to me. Just repeating what I was told. It may be a lie, but I am a CPA and a bright person and I felt that it was genuine, unlike prior conversations.

how sure are you the "manager" wasnt just another rep pretending to be the top dog? did you get a name?

[greygoosetall]

how sure are you the "manager" wasnt just another rep pretending to be the top dog? did you get a name?
Looks like I was right after all....

[albinousrex]

Still waiting.........the order went in 2 weeks ago from today.... HURRAY

[toefer]

Not sure if this has been mentioned, but I received my new guitar yesterday, or Tuesday, I don't remember. But in any case, my UPS tracking status never changed. It still said "billing info received" the day it was delivered, so don't put too much faith in the tracking number.

[PERROG]

I AM REALLY DISAPPOINTED WITH THIS RESPONSE HOW AM I AM GOING TO BE PENALIZED FOR PURCHASING A PRODUCT A COUPLE OF DAYS AFTER IT'S RELEASED DUE TO LACK OF AVAILABLITY.WITH MY LUCK I MANAGED TO FIND ONE ON BLACK FRIDAY(SO I THOUGHT MY LUCK) THEN TO FIND OUT DURING A VERY BUSY THANKSGIVING WEEKEND I HAVE A DEFECTIVE GUITAR AND TO HAVE AN EXTRA GUITAR HERO GUITAR THAT'S NOT WORKING WITH THE GAME BECAUSE OF A PATCH YOU HAVE NOT RELEASE YET!!!!!!!!!! AND IT GETS BETTER WHEN I ORDER MY REPLACEMENT BOX I AM
TOLD THE TOTAL TURN TIME WILL BE FIVE BUSINESS DAYS UNTIL I GET MY REPLACEMENT GUITAR. WELL LET ME TELL YOU MY BOX WHICH WAS SUPPOSED TO BE 2 DAY AIR WAS ANYTHING BUT I GOT IT 4 DAYS LATER.THEN TO SEE IT'S GOING BACK TO YOU GROUND I OUT MY OWN FRUSTRATION PAID AN EXTRA $22.00 TO SHIP IT BACK TO YOU 2 DAY AIR WHICH YOU RECIEVED TODAY. SO NOW YOUR TELLING ME I AM ONLY ELIGABLE FOR A $15.00 DISCOUNT ON A GAME FROM EA STORE.THAT IS REDICULOUS I SPENT OVER $200.00 OUT OF MY POCKET INCLUDING THE UPGRADED SHIPPING
I IMPLEMENTED TO SPEED UP THE PROCESS YOU ARE RESPONSIBLE FOR AND I AM NOT ELEGIBLE FOR A FREE GAME HOW ARE YOU TELLING THAT IS NOT FOUL AND TO OFFER ME JUST $15.00 THAT DOESN'T EVEN COVER THE SHIPPING I PAID TO GET THE GUITAR TO YOU FASTER. SO IF I CAN'T GET A FREE GAME FOR MY TROUBLES KEEP YOUR $15.00 CREDIT AND I WON'T BUY ANYOMRE EA GAMES OR DOWNLOADABLE CONTENT FOR THIS GAME WHICH I HAVE ALSO FORGOTTEN TO ADD IN TO THE TOTAL COST OF THE IS OVERPRICED AND UNDER PERFORMING
GAME..................................

A VERY UPSET FORMER EA SPORTS,EA GAMES,EA BIG, CUSTOMER,

JAIME GREEN







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Customer (Jaime Green) 12/06/2007 07:35 PM
I AM REALLY DISAPPOINTED WITH THIS RESPONSE HOW AM I AM GOING TO BE PENALIZED FOR PURCHASING A PRODUCT A COUPLE OF DAYS AFTER IT'S RELEASED DUE TO LACK OF AVAILABLITY.WITH MY LUCK I MANAGED TO FIND ONE ON BLACK FRIDAY(SO I THOUGHT MY LUCK) THEN TO FIND OUT DURING A VERY BUSY THANKSGIVING WEEKEND I HAVE A DEFECTIVE GUITAR AND TO HAVE AN EXTRA GUITAR HERO GUITAR THAT'S NOT WORKING WITH THE GAME BECAUSE OF A PATCH YOU HAVE NOT RELEASE YET!!!!!!!!!! AND IT GETS BETTER WHEN I ORDER MY REPLACEMENT BOX I AM TOLD THE TOTAL TURN TIME WILL BE FIVE BUSINESS DAYS UNTIL I GET MY REPLACEMENT GUITAR. WELL LET ME TELL YOU MY BOX WHICH WAS SUPPOSED TO BE 2 DAY AIR WAS ANYTHING BUT I GOT IT 4 DAYS LATER.THEN TO SEE IT'S GOING BACK TO YOU GROUND I OUT MY OWN FRUSTRATION PAID AN EXTRA $22.00 TO SHIP IT BACK TO YOU 2 DAY AIR WHICH YOU RECIEVED TODAY. SO NOW YOUR TELLING ME I AM ONLY ELIGABLE FOR A $15.00 DISCOUNT ON A GAME FROM EA STORE.THAT IS REDICULOUS I SPENT OVER $200.00 OUT OF MY POCKET INCLUDING THE UPGRADED SHIPPING I IMPLEMENTED TO SPEED UP THE PROCESS YOU ARE RESPONSIBLE FOR AND I AM NOT ELEGIBLE FOR A FREE GAME HOW ARE YOU TELLING THAT IS NOT FOUL AND TO OFFER ME JUST $15.00 THAT DOESN'T EVEN COVER THE SHIPPING I PAID TO GET THE GUITAR TO YOU FASTER. SO IF I CAN'T GET A FREE GAME FOR MY TROUBLES KEEP YOUR $15.00 CREDIT AND I WON'T BUY ANYOMRE EA GAMES OR DOWNLOADABLE CONTENT FOR THIS GAME WHICH I HAVE ALSO FORGOTTEN TO ADD IN TO THE TOTAL COST OF THE IS OVERPRICED AND UNDER PERFORMING GAME..................................

A VERY UPSET FORMER EA SPORTS,EA GAMES,EA BIG, CUSTOMER,

JAIME GREEN
Return tracking # ups 2-DAY AIR

1Z32570W0243796761

Your RMA number is: rma6939184
Your UPS tracking number is: 1ZW1A1828792571174

Response (GM Talos) 12/06/2007 05:58 PM
Hello Jaime,

Thank you for contacting Electronic Arts.

Thanks for your question on the offer from Harmonix regarding a free game. Earlier this week, Harmonix emailed an offer for a free game to customers who placed their warranty replacement orders in during the first few days after the launch of the game. This offer was made to these customers due to the lengthy delays that they experienced before their replacement part was shipped. This offer was made directly by Harmonix and you should have received an email about this issue if you were one of the eligible customers.

In reviewing your order, I do see that your warranty replacement order was placed after the first few days of launch so it looks like your order was not eligible for the offer of a free game. While I can't offer you a free game, I can offer you a $15 discount coupon for our EA Store.

Let me know if you are interested in receiving this coupon.

Sincerely,

EA Rep Talos
Game Support
Electronic Arts

Customer (Jaime Green) 12/03/2007 09:03 PM
These emails are not being resolved other than the empty box I should have gotten in 2 days that i just got today.................I am very concerned with the turn time and I am not happy at all with the service I have been getting thus far.......... I have had many conversations with third party customer service providers you have aquired services from and I AM REALLY DISAPPOINTED WITH THAT DECSION DUE TO THE FACT I HAVE BEEN A EA SPORTS, EA IN GENERAL FAN OF YOUR PRODUCTS SINCE THE EARLY DAYS OF NHL ON THE GENESIS.NOW THIS DEFECTIVE PRODUCTS AND POOR CUSTOMER SERVICE.............



I have not gotten my return package it's been 4 days and the UPS TRACKING num...
Customer (Jaime Green)
12/02/2007 04:25 PM
MY FRIEND GOT THIS EMAIL HOW DOES HE QUALIFY FOR THIS COMPENSATION AND I DON'T WE BEEN WAITING THE SAME AMOUNT OF TIME AND STILL HAVE NOTHING TO SEND THEM BACK.................I WANT THE SAME CUSTOMER SERVICE HE AND FROM WHAT I UNDERSTAND MULITPLE OTHER PEOPLE ARE GETTING AFTER TALKING TO ONE OF YOUR CUSTOMER SERVICE AGENTS THAT THIS A EA COMPLIMENTARY COMPENSATION FOR THE WHOLE GUITAR FIASCO.............

Greetings Rocker,

Congratulations on your purchase of Rock Band!

After reviewing our records, we see that your recent request for a replacement guitar has been subject to an unacceptably long delay due to a late shipment from our manufacturer.

By the time you receive this, your replacement guitar should be on its way to you. However, the Rock Band team is committed to providing a world-class customer experience and we do not believe we have met this commitment in connection with your request. As a token of our appreciation for your patience and understanding, we will be offering you a FREE EA game. Details will follow shortly.

We are sorry if your first experience with Rock Band has not met your expectations. We hope our gift will show you how committed we are to your satisfaction.

Thank you,

The Rock Band Team

Customer (Jaime Green)
12/02/2007 04:08 PM
I UNDERTAND IT'S IN TRANSIT IT'S BEEN SAYING THAT SINCE THE 29TH I HAVE BEEN WAITING PATIENTLY SINCE THEN AND NOTHING MY CONCERN IS THAT IT WILL TAKE LONGER TO GET THE NEW GUITAR BACK............ THIS VERY UPSETTING ESPECIALLY WHEN I PAID SO MUCH FOR THIS GAME AND FOR IT TO HAVE A DEFECTIVE GUITAR AND WAIT A WEEK FOR BOX TO RETURN IT THEN ANOTHER WEEK TO GET A NEW ONE...............THIS IS REALLY BAD CUSTOMER SERVICE ESPECIALLY WHEN YOU PROVIDE A PRODUCT THAT YOU ARE ACKNOWLEDGING BEING DEFECTIVE .

Response (Stacy G.)
12/02/2007 03:53 PM
Hello Jaime,

I was able to get the tracking number for the shipment to you. It is 1ZW1A1828792571174. There is also a tracking number available for you to use to track the package you send back to us. That tracking number is 1ZW1A1829093493563.

Upon checking the tracking number 1ZW1A1828792571174, the UPS website shows the status "In Transit". Your shipment should be on it's way. Please continue to check the UPS web site (www.ups.com) for updates to the shipping status.


I am very sorry for the inconvenience. Please let us know if we can be of service in the future. Thank you,


Stacy G.
Electronic Arts Customer Support

Customer (Jaime Green)
12/02/2007 02:58 PM
I have not gotten my return package it's been 4 days and the UPS TRACKING number shows 2nd day air which has been anything but that I have not recieved anything...........!!!!!!!!!!!!!!!!

[coffinrock94]

Wow, you poor baby. You had to wait a whole 4 extra days. I bought mine the day it came out, and the guitar crapped out about 36 hours later (total hours, not playtime hours). By 1:30 a.m. on Thanksgiving, I was on the phone, before you even had bought your game. About a week to 9 days later I found out that they lost my info, and all I had was a UPS tracking number not attached to anything. I then had to resubmit my info again, and start the whole waiting process over again. And oh yeah, since it was about the 28th or 29th when I posted the second order, I didn't qualify for the free game, even though I'd been waiting just as long or longer than the people that did qualify. I went without a working guitar from the 21st of November, until yesterday, December 6th, and got zero compensation. But whatever, I just wanted my guitar back. Stop sounding like such a victim because you had to wait an extra 4 days and you got a free game. The rest of the world feels so sorry for you.