EAxViolet
11-29-2007, 04:22 AM
I just wanted to combine some of our similar stickies to make sure you don't have to wade through a page of stickies to get to your posts.
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Peripherals/Instruments Not Functioning
For those of you having issues getting your Rock Band controllers to work, try unplugging all of the instrument connections and then reconnecting everything securely before restarting the game. This will ensure that your controllers are connected and getting a proper signal.
If one or more of your peripherals are still not working, or you can?t find one of the peripherals in your box, you should visit the Rock Band Warranty site for assistance. The Warranty site is designed to guide you through proper controller setup and, if necessary, get replacement gear out to you as soon as possible.
Rock Band Warranty Site: http://support.ea.com/rockband
Although the replacement process is quite fast, if you end up waiting for a new instrument you can still rock on. Rock Band will work with many third-party peripherals (although it may be with a more limited capacity depending on design).
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Scratched, Damaged, or Faulty Disks
If you have a problem with your game disk you are covered by Electronic Art's standard warranty policy:
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/std_adp.php?p_faqid=18481
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Timeline for Receiving a Replacement
Replacements are shipped via 2-day air but additional processing time is required before the box gets to UPS to be shipped. A good rule of thumb is 1-5 days of processing time and then a 2-day air shipment. This can obviously fluctuate a bit based on holiday shipping traffic and the number of replacements being processed. Canadian replacements may take at least 2 weeks to process and ship.
If you don't see any updates to your request within the timelines listed above please feel free to PM me (or contact Support) with your RMA number so we can check on it for you.
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DIY Instrument/Peripheral 'Repairs'
We have noticed on several posts that some people are trying to fix their guitars themselves. We understand that many of you do not want to wait for a replacement instrument, but we strongly recommend that you use the warranty process.
If you open your guitar casing to attempt to fix the peripheral yourselves you are voiding your warranty. This means if your attempts to repair fail and you return the guitar for a warranty replacement, or your fix succeeds but at a later date you need to use the warranty service, you may be charged for the cost of the instrument.
Please consider this before attempting one of the fixes listed by other users on these forums.
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Warranty Outside of Valid US Addresses in the 50 States
Although we can provide warranty support to all 50 states in the US, it is true that we do not currently have warranty service fully setup for Puerto Rico or US territories. We are, however, actively working to get that straightened out and hope to have a proper warranty service in place as quickly as possible. In the meantime, you can try to exchange your faulty 'band in a box' for a new one via your local retailer.
Canadian replacement requests can also be made via the Rock Band Warranty page at http://support.ea.com/rockband. Please note that these replacements may take at least 2 weeks to be processed and shipped.
We will be sure to post details as these programs are setup and expanded.
------------------------------------------------------------
We will add to this Warranty sticky with further FAQs as they come up.
~Violet
------------------------------------------------------------
Peripherals/Instruments Not Functioning
For those of you having issues getting your Rock Band controllers to work, try unplugging all of the instrument connections and then reconnecting everything securely before restarting the game. This will ensure that your controllers are connected and getting a proper signal.
If one or more of your peripherals are still not working, or you can?t find one of the peripherals in your box, you should visit the Rock Band Warranty site for assistance. The Warranty site is designed to guide you through proper controller setup and, if necessary, get replacement gear out to you as soon as possible.
Rock Band Warranty Site: http://support.ea.com/rockband
Although the replacement process is quite fast, if you end up waiting for a new instrument you can still rock on. Rock Band will work with many third-party peripherals (although it may be with a more limited capacity depending on design).
------------------------------------------------------------
Scratched, Damaged, or Faulty Disks
If you have a problem with your game disk you are covered by Electronic Art's standard warranty policy:
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/std_adp.php?p_faqid=18481
------------------------------------------------------------
Timeline for Receiving a Replacement
Replacements are shipped via 2-day air but additional processing time is required before the box gets to UPS to be shipped. A good rule of thumb is 1-5 days of processing time and then a 2-day air shipment. This can obviously fluctuate a bit based on holiday shipping traffic and the number of replacements being processed. Canadian replacements may take at least 2 weeks to process and ship.
If you don't see any updates to your request within the timelines listed above please feel free to PM me (or contact Support) with your RMA number so we can check on it for you.
------------------------------------------------------------
DIY Instrument/Peripheral 'Repairs'
We have noticed on several posts that some people are trying to fix their guitars themselves. We understand that many of you do not want to wait for a replacement instrument, but we strongly recommend that you use the warranty process.
If you open your guitar casing to attempt to fix the peripheral yourselves you are voiding your warranty. This means if your attempts to repair fail and you return the guitar for a warranty replacement, or your fix succeeds but at a later date you need to use the warranty service, you may be charged for the cost of the instrument.
Please consider this before attempting one of the fixes listed by other users on these forums.
------------------------------------------------------------
Warranty Outside of Valid US Addresses in the 50 States
Although we can provide warranty support to all 50 states in the US, it is true that we do not currently have warranty service fully setup for Puerto Rico or US territories. We are, however, actively working to get that straightened out and hope to have a proper warranty service in place as quickly as possible. In the meantime, you can try to exchange your faulty 'band in a box' for a new one via your local retailer.
Canadian replacement requests can also be made via the Rock Band Warranty page at http://support.ea.com/rockband. Please note that these replacements may take at least 2 weeks to be processed and shipped.
We will be sure to post details as these programs are setup and expanded.
------------------------------------------------------------
We will add to this Warranty sticky with further FAQs as they come up.
~Violet
