EA needs to stop passing the buck

[surgesnugs]

I understand they may have alot of replacement requests to fill, but trying to pass the buck and pin things on UPS is B.S.. I sent an email to EA customer service asking the status and estimated shipment date of my order, and they just re-gave me my UPS tracking number and told me I could track it on UPS's website.

I can't track a package that doesn't yet exist. EA needs to be more forthright about when replacements are expected to go out, and stop referring people to UPS. UPS is just the delivery service. I have full confidence they will get the package to me two days from when they receive it. What I don't know about, is how long it will be before the package gets in their hands so they can do their job.

[Muffster]

Same here.

I opened an additional ticket on their support site requesting when I could expect my replacements to ship, and two different EA reps "replied" to it, if you want to call echoing back my UPS tracking numbers back to me a reply.

So, I updated the ticket this morning with the same question, since they never answered it.

[KDRAN6]

Same as well. I did the express method on Friday and it still says billing info received. Kinda worries me because the address I am having it shipped to I will be leaving to go out of town on December 7th and I need it to arrive by then. I called the support number and an elderly woman kept telling me that UPS is working as hard as they can to get us the replacements and just to "hang in there". Kinda discouraging when they tell me to cut UPS some slack even though UPS hasn't received my package.

[surgesnugs]

Same as well. I did the express method on Friday and it still says billing info received. Kinda worries me because the address I am having it shipped to I will be leaving to go out of town on December 7th and I need it to arrive by then. I called the support number and an elderly woman kept telling me that UPS is working as hard as they can to get us the replacements and just to "hang in there". Kinda discouraging when they tell me to cut UPS some slack even though UPS hasn't received my package.

And that's the thing that bugs me. EA's making it seem like they've done their job and handed all the boxes to UPS, and UPS is just struggling to deliver all the packages, and that's just B.S.. UPS is more than capable of delivering whatever EA needs them to. I've ordered plenty of things 2-day or 1-day during the holidays and at worst the thing has arrived a day late, and UPS has apologized profusely for it, and refunded the shipping charges.

[BrutalBrian]

And that's the thing that bugs me. EA's making it seem like they've done their job and handed all the boxes to UPS, and UPS is just struggling to deliver all the packages, and that's just B.S.. UPS is more than capable of delivering whatever EA needs them to. I've ordered plenty of things 2-day or 1-day during the holidays and at worst the thing has arrived a day late, and UPS has apologized profusely for it, and refunded the shipping charges.

Speaking of UPS, the info still has changed for what displays or is given when I put my tracking numbers and the rep said I should give ther sender a call.

So that's what I did and the rep said the orders are overwhelming, and that it may take even longer for receiving replacements than originally hoped.

I feel sorry for all the people who have a hold placed on their credit cards, as it was one thing I wasn't gonna do, and now I am glad I made the decision to not have the replacements shipped express.

The problem here is definetly not UPS, but EA.

[SinistarX]

EA didn't pass the buck just now when I called them. The guy with whom I spoke pretty clearly said that part of the problem is just that they're insanely backed up on shipping out replacements.

That didn't make me feel much better since people who put their RMAs in after I did are already getting their guitars, but at least he didn't just blanket state "It's UPS". He did, however, mention the holidays as a factor, even though we're now four days beyond the holiday weekend.

I also mentioned something about them probably being hammered, to which he responded with the following info (paraphrased): "We've sold 250,000 copies of the bundle and are seeing problems with only 1% of them, so that's not too bad for a new product."

So, apparently, only 2,500 of us are having issues.

[CanisFirebrand]

I'd just like to know why they are following a last in/first out methodology it seems.

It would make more sense that people that put their requests in first get their replacement first.

But then again, this is EA.

[AgainstOne]

I also mentioned something about them probably being hammered, to which he responded with the following info (paraphrased): "We've sold 250,000 copies of the bundle and are seeing problems with only 1% of them, so that's not too bad for a new product."

So, apparently, only 2,500 of us are having issues.


that's a damn lie. they've already stated that they've shipped out over 4000 replacements. the statement was ambiguous as to whether it was 4000 per day (=12,000) or just 4000 total.

if they've already shipped out that many and they're still overwhelmed, imagine the number of replacement orders they've received.

[SinistarX]

that's a damn lie. they've already stated that they've shipped out over 4000 replacements. the statement was ambiguous as to whether it was 4000 per day (=12,000) or just 4000 total.

Yeah, I didn't figure it was an accurate statement. It just made me laugh in an Xbox 360 Red Ring "Only 2-3% failure rate" kinda way.

[k_luva]

I also mentioned something about them probably being hammered, to which he responded with the following info (paraphrased): "We've sold 250,000 copies of the bundle and are seeing problems with only 1% of them, so that's not too bad for a new product."

I CALL BULL****! That is NOT what I have been seeing and reading the other forums. The lack of response from ANYBODY is still deafening! I have a good mind to return this thing and go buy GHIII just to make a point.

[zerogeo3]

Its not passing the buck, it is out and out lying from their Customer Service. I have been told four different things from 3 different people. The last person I talked too Brett, I have talked to already, so this was the second story I heard from him.

I was told that it was still there, and will be shipped out in the next couple of days. This is a huge change from when he told me, it had been shipped out Tuesday Morning at 10:40 A.M. They have been lying from the onset of the issues with the hardware, and it seems now they are having to fess up. Yea right, they will probably tell someone, theres was shipped and to wait by the door, its on the truck BULLSH!T again.

I have never seen or heard of a major company so willing to lie to its customers, too keep them from going to the BBB, or worse for them a Class Action Lawsuit... Which if I am correct I have already heard rumors of....

[trioxic]

Its not passing the buck, it is out and out lying from their Customer Service. I have been told four different things from 3 different people. The last person I talked too Brett, I have talked to already, so this was the second story I heard from him.

I was told that it was still there, and will be shipped out in the next couple of days. This is a huge change from when he told me, it had been shipped out Tuesday Morning at 10:40 A.M. They have been lying from the onset of the issues with the hardware, and it seems now they are having to fess up. Yea right, they will probably tell someone, theres was shipped and to wait by the door, its on the truck BULLSH!T again.

I have never seen or heard of a major company so willing to lie to its customers, too keep them from going to the BBB, or worse for them a Class Action Lawsuit... Which if I am correct I have already heard rumors of....

You should check out my shipping thread. As anyone else that wants a little more info. To tell you the truth, i dont think it's EA's fault the part's arent being shipped out. Im not blaming UPS either but this is considered "Peak Season" and they process alot of volume, sometimes they dont have enough drivers to pick up packages from customers shipping. Sometimes they get picked up and sit at the UPS wharehouse for awhile until someone notices/or takes direct action to get the packages shipped. The only thing you can have is patience because there's really not one person you can blame.Alot of people drop the ball along the way.

[AVC808]

i honestly have no idea how a company like EA operates, but i dont think they were prepared to handle an onslaught of warranty claims for game hardware all at once. mix in the holidays and they are just scrambling to fulfill everyone's claim. that's why claims are being handled all out of order. people getting hung up on. i dont think they have the manpower?

im sure no one has any sympathy for them, but imagine how much all this is costing them. 2nd day shipping both ways for every warranty claim. that i gotta give them credit for. i know other companies would just opt for ground shipping.

[Angry_Games]

Same here.

I opened an additional ticket on their support site requesting when I could expect my replacements to ship, and two different EA reps "replied" to it, if you want to call echoing back my UPS tracking numbers back to me a reply.

So, I updated the ticket this morning with the same question, since they never answered it.

exactly what I'm going through still 8 days after initially doing an Express Return. My credit card got a pending charge, and that's where it ended so far.

I've been getting same run-around from EA when they reply to my support ticket questions...go to UPS, check your tracking # from UPS, UPS should have the information, here's your tracking #.

I, like you guys, cannot track a package that has a shipping label but is still sitting in a warehouse at EA.

[wickedbadz]

I just spoke with EA again and this time I was told they are backlogged with filling the request that I should have it in a few days....so isn't much can be done except wait, the tech had no idea why earlier orders are being shipped last or haven't shipped at all yet, but I'm sure someone at the shipping place will need to answer for that.

[AgainstOne]

I have never seen or heard of a major company so willing to lie to its customers, too keep them from going to the BBB, or worse for them a Class Action Lawsuit... Which if I am correct I have already heard rumors of....

a class action lawsuit is what needs to happen.


imagine how much all this is costing them. 2nd day shipping both ways for every warranty claim.

they need to realize that it's always cheaper to do it right the first time than it is to do it over.

[CanisFirebrand]

exactly what I'm going through still 8 days after initially doing an Express Return. My credit card got a pending charge, and that's where it ended so far.

I've been getting same run-around from EA when they reply to my support ticket questions...go to UPS, check your tracking # from UPS, UPS should have the information, here's your tracking #.

I, like you guys, cannot track a package that has a shipping label but is still sitting in a warehouse at EA.

Exactly. I gave them my credit card number to do the express shipping, and they put a $100 hold on my credit card, they better damn well ship my replacement in expedited method. Not let it sit there, as it is, a week later while people that called only 2 days ago have their replacements already. BS is what I say to EA.

[pdawg17]

I just spoke with EA again and this time I was told they are backlogged with filling the request that I should have it in a few days....so isn't much can be done except wait, the tech had no idea why earlier orders are being shipped last or haven't shipped at all yet, but I'm sure someone at the shipping place will need to answer for that.

If they were "backlogged" I wouldn't think that putting in a request this morning would ship already this afternoon (like some people have posted in this forum)...

[BrutalBrian]

a class action lawsuit is what needs to happen.

And if that happens, I'm in....