Warranty Escalation RB...What does that mean?

[SoberScott]

I updated one of my complaints and it was then updated today by EA with the subjec Warranty Escalation RB. However they didn't explain what that meas.... any ideas?

[admanimal]

Did you specifically request them to extend your warranty based on the time it took them to replace your guitar?

[SoberScott]

No.

Warranty Escalation RB
Customer (Scott Medeiros) 11/28/2007 08:35 PM
I still have not recieved confirmation that my new drum kit is shipped. Some how my guitar i sbeing shipped and i requested yesterday? Though UPS said they have niether package. Your site says Item shipped. This is unaccaeptable at this point. Others have already recieved new equipent who have requested it after I have. I want a reason why atleast my drums have not been shipped. Please do not patronize me with the holiday excuse. I know UPS shipped on friday and I know others have already recieved their equipment. If you need to put in a new RMA for my drumsset then do it. I expect this issue to be resolved by tomorrow. I will also be calling your support line. Assuming they answer my call and not hang up on me like they have the pasr7 times. I am surprised nobody has reported you to the Better Business Bureu for this mess.

Response (Glenn A) 11/27/2007 10:59 PM
Hello Scott,

Thanks for contacting EA Technical Support! I do apologize for the inconvenience you're experiencing with the game right now. I understand you're having issue with Rock Band for the Xbox 360, and I know how frustrating that is. Rest assured that I would try my very best to assist you resolve the issue as quickly as possible.

It does appear there has been a slight delay in shipping due in part to the holidays. We are making every effort to get replacement items shipped out quickly, and yours should be on its way soon. Please continue to check the UPS wed site (www.ups.com) for updates to the shipping status.

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

Should you require further assistance about this or any Electronic Arts games in the future please visit our website and review our extensive Self Help knowledgebase (http://support.ea.com).

Thanks!

Glenn A.
EA Tech Support

Customer (Scott Medeiros) 11/27/2007 08:34 PM
A week ago I asked for a replacement for my rock band drum pads my RMA is 071121-007472. I called UPS they havent recieved anything to ship. It has been a week. Others have already recieved theirs. Today my guitar busted. Instead of having another 100 dollar hold on my card, for however long you feel like having it there. I went with the empty box method. I am very very very very dissapointed in the service I am recieving thus far. I have up until now been touting how much fun I have been having with Rock Band. Now all I want to do is warn others of the shabby instruments and horrible service. I hope by tomorrow my items have shipped. So I may be able to play my game instead of looking at the $280 (that is including your wonderful pending transaction) that is currently sitting in my room. I can not express how disappointed I really am. As I have enjoyed many of Harmonix other products and expected the same quality from this one.

[txskeets]

I got that EXACT same canned response today when I asked about why my guitar has not shipped yet. I put the replacement order in on 11/21 and used the express option (where I give them my credit card). As of tonight, my replacement 360 guitar has not shipped, though MANY others who ordered a replacement AFTER me have reveived theirs. Needless to say, I'm PISSED.

[albinousrex]

my order went in on the 21, my response was 90 percent of what you got. THe first paragraphs were identical and they blamed it on the holiday like you told them not to

[SoberScott]

so does this mean that my warranty is extended? the term escalation is confusing.

[SinistarX]

No, it doesn't mean extended. It just means that somebody actually looked into your warranty repair issue, which resulted in a response from Glenn.

I asked for an updated status via my support request two days ago and have received no response, so my issue has not been escalated.

[tntnixon1]

Our good friends at the warranty department can't give me any info as to why my replacement guitar hasn't shipped. the fact is they barely spaek any english and are located in the phillipines.
The tech support people(American) can't give me any info. They tell me it's 2day mail via UPS but wont tell me when they will actually put a box in the hands of UPS. Hell my waranty will expire before I even get the replacement rendering it null and void (sure hope the replacement actually works).
Thanks for the useless tracking number that can't track a package that hasn't been shipped.

[Angry_Games]

my order went in on the 21, my response was 90 percent of what you got. THe first paragraphs were identical and they blamed it on the holiday like you told them not to

Here's what I just wrote back on my own page:


So guys...This showed up yesterday as my guitar being shipped, yet even 5 minutes ago UPS says Billing Information Received, which means it has not shipped yet.

It is now 9 days after I gave you my credit card # for Express Return...this return is not very express, and you are cutting into my Express Return period's 28 day cap...On top of this, I see a LOT of users in the Rock Band forums that put in for returns days after I did, and they have already received their replacements.

I'm losing faith fast as well as we are still crippled when it comes to playing Rock Band since a microphone and drums are only 50% of the experience. I'd like to see this resolved quickly and well before my 28 day return period expires.

Travis H

getting very bent out of shape about this now (this is exactly how RO treated me when my 360 GH2 guitar was defective)