There is hope for early replacement orders...

[admanimal]

I ordered my replacement guitar on 11/20 at 10AM, and finally on the EA support site my info has been updated to "label printed" rather than just "unresolved." Unfortunately it seems it hasn't shipped yet, but at least the process appears to be moving now.

[Desaevio]

I believe I added mine on 11/23 and noticed I'd gone from "New RMA" to Label Printed sometime yesterday. The wheels of progress stop for railroad crossings.

[admanimal]

Ah ok. Well mine was just updated today, so it looks like they finally worked their way backwards to the beginning.

[TheDoctre]

Not everyone's unfortunately. Mine (put in on 11/20 at 11:55PM) still lists "New RMA".

[pdawg17]

Mine has said "Updated by EA" for three days now...I think it's been that way since I called tech support the last time...still waiting from early AM 11/21...

[AVC808]

how accurate is the EA site? i put in a replacement order tuesday night (11/27). i never checked the status, but wednesday morning (yesterday, 11/28) i checked the page and it already said label printed. to me that meant nothing because that's basically the UPS shipping label, right? everyone that got a UPS tracking number probably is at the "label printed" status.

anyways, this morning i checked the site again and it says parts shipped. i checked my UPS tracking number, however, and it still just shows billing information received.

this is for ps3 in case you guys are wondering. i was worried when someone posted yesterday that ps3 replacements were in real short supply and would be slow to go out.

[zerogeo3]

Mine finnaly updated to label printed

[albinousrex]

"It says “billing information received”, this means the package has not yet left the warehouse. We are doing everything we can to get replacements sent out to customers as quickly as possible, and we apologize for any delay caused by the holidays. Please check the UPS site for any updates to the shipping status.

Again, I apologize for the inconvenience. Please let us know if we can be of service in the future. "

An email i recieved an hour ago from ea. After lies that it has shipped, it now has not shipped. I placed my order 11/21

[admanimal]

What does your EA support site status say? Mine has been updated to Parts Shipped at around noon today.

I don't have my UPS # here at work, and I'm not even sure if it's the one they will end up putting on the package since it's been so long, but I'll check it when I get home.

[wickedbadz]

mine stills says new rma on support site....i ordered on 21st...talked to ea again today dude told me they are backlogged big time with replacements

[TheDoctre]

My EA Support page shifted to "Label Printed" at 14:49PM EST today. UPS hasn't changed (but I didn't really expect it to).

[mmiranda119]

I do not care that my guitar isn't here yet. I have two explorers and an LP to use in its absence. There is plenty for me to do outside of Rock Band with work and other responsibilities.

Nor do I care that there is a hold on $100.

What I do care about is being lied to by an uninformed person speaking from a position of great knowledge. Here's my quick summary of what has happened:

I began the process by placing an RMA request on 11/21 at 4:03PM. UPS site shortly thereafter gave a message of "Billing Information Received." It has been that way since.

Monday
I called EA and inquired about my status saying "New RMA" and also my UPS status. I was told that "New RMA" means that the package went out, and that the UPS message just wasn't updated to reflect the current status due to the holiday. The representative assured me that my order would arrive by Wednesday, possibly Thursday. He said if it didn't arrive Wednesday, that I should call again.

Wednesday
No package, no status change. I call and speak to a representative who goes on to tell me that there was no shipment attached to my RMA yet because there was a slight delay due to the holiday. The representative also added that the new guitar would be second generation, which also adds to the increased processing time. He assured me that if my order didn't go out earlier in the morning, that it would go out the following day (today).

Thursday (today)
No status change on UPS. I decide to call UPS first this time around. UPS tells me the same thing they had told me for three days. They reiterated that the tracking number was for a return label and not for a shipment. I called EA and spoke to another representative immediately. The representative told me that she could not find any information pertinent to my RMA other than that it is still processing. She assured me that all orders placed last week had gone out in the morning. I asked her why she could assure me that all orders went out, but she could not verify if mine went out? I explained that UPS had nothing in its system regarding a pickup, and that I had been told three different excuses by this point. She told me to call back tomorrow if there was no status change in the UPS system.

I understand many things. One being that problems arise. I also understand that distribution center does not equal customer support center. I work in health care, so I know about third parties and red tape and all that nonsense that makes me sick to my stomach. What I don't understand is why I could not get a straight answer from three reps. If your file on my RMA says "Pending," just tell me it's pending. Don't tell me it went out and that I should check with UPS. Don't tell me it went out because all orders went out, disregarding the fact that your system says mine did not.

Oh goodie, label has now printed.

[Darkfire6247]

Hurray! My status on the EA support website under "my questions" has finally changed from "new rma" to "parts shipped." I sent my RMA in Nov. 21st and it stated "new rma" till today. Although my UPS tracking info still says "billing info recieved."

I think they have it sorted out.

[Qweets]

I don't have ANYTHING under my questions on the ea support site what the hell.. although I have called several times and they keep telling me I'm set and there is nothing to worry about ..... UPS still just says billing info received. Tired of waiting.

[riginal]

Well my drums from 10-20 are finally listed as shipped on the EA site , UPS still shows billing info recieved.

My guitar from 10-22 now shows label printed.

[albinousrex]

i called EA yesterday to check on my package. Today, i checked my questions on the support site and instead of saying new rma like it had all week, it said updated by ea. I thought this meant that it had shipped, i opened it and it was a letter from teh stupid tech support guy saying this is your tracking number even though your package has not yet shipepd

[TacoTodd]

GUYS......As long as it says billing info received/ That means it has not left the EA warehouse. I work for UPS and the know the system.

This is completely EAs fault.

[SinistarX]

There are zero updates for me on the EA support site. Zero updates via UPS.

I've been waiting since 11/21 for some sign of movement on my Strat RMA, but nope. Nuthin'.

This really severely sucks as it means I'm going into the weekend still without a working guitar.

Thank you EA.

[txskeets]

My RMA dosent even show up on the website when I log in. Yet I still have my RMA number and the tracking number for the 360 guitar, which the UPS site shows "Billing information received". I put in my replacement order for my 360 guitar on Wednesday 11/21 and as of tonight it STILL has not shipped. AMAZING to me that people who ordered a guitar AFTER me have already received theirs. Yet when I called today EA assured me they fill orders in the way they come in. What a bunch of crap.

[pdawg17]

What if we all request another replacement? If the first one ever comes then if we refuse it they've had to pay for the shipping, right? I know it wouldn't make much of a dent but...

[Finnius Mack]

I had two requests, on the 21st and 22nd. I updated them on the 28th asking for info, the only time their status changed from "New RMA".

Now, one is "Updated by EA" and the other is back to "New RMA". Still nothing on the UPS side. I suppose it's progress to see anything happening, but that really seems like lowering the bar too far.