Placing a new RMA order 'sorta' helps...

[AMartin56]

I think EA is using a van on the side of the road that also sells fresh vegetables as their shipping department...

I bought two copies at launch. Gave one to a friend as an early Christmas gift.

My down strum never worked well so I placed RMA #1 on 11/21.

His is starting to go out so I placed RMA #2 on his behalf (it being a gift and all) yesterday afternoon (11/29)

RMA #1 is still stuck on 'New RMA' despite a email trouble ticket to EA and a phone call. They just keep telling it it will 'more than likely' ship today or to keep checking the tracking numbers.

RMA #2 immediately changed status a few times and yesterday went into 'parts shipped'.

Of course neither have showed up with UPS yet and are still both at 'Billing information received' as of this morning.

SO EA has authorized (I realize this isn't a charge) $225 on my credit cards and I still have nothing.

I think it's obvious at this point that they 'lost' the initial orders and customer service refuses to admit this since with most functional shipping departments this almost never happens. They really need to pull their heads out and deal with this issue rather than continue to ignore it. We've provided them with enough feedback for crissakes.

[txskeets]

I think you are 100% correct here. I placed my original order for a replacement guitar on 11/21. The UPS site has showed "Billing Information Received" since 11/21 and has not changed. I called EA yesterday and they assure me that orders are being processed and shipped in the order received. BS. My original order dosent even show up in my EA account when I log in, nor did I ever receive an email conformation like the site said I would.

So today, I placed ANOTHER order in hopes of actually getting a guitar. This order actually shows up in my EA account now and I did receive an email notification about it. I suspect I will see the 2nd replacement order guitar next Tuesday or Wednesday and I honestly dont ever expect to see the original order.

[AMartin56]

I've yet to see a confirmation email of any type, but than again nothing really matters other than 'in transit' from UPS.

So customer service is discouraging placing new orders because when they can't fill existing orders even more orders equals BAD, but in this case I don't think the meek with inherit guitars...

[bklynpnk]

I placed my order on the 21st and last night mine changed to label printed on ea's site, so IT IS CHANGING. Chill out and give the EA and UPS sites more than a 5 minute break. Yes, its taking much longer than anticipated but I think they are having a lot higher volume than anticipated as well.

[AMartin56]

Lets see....I placed my order on the 21st...let's give them the benefit of the doubt and round that down to 8 days. 8 days equals 192 hours...20 'five minute breaks' per hour...what's that come to? 3840? I think I have been more than patient. With EA refusing to admit that there are problems with early orders and expediting them to the front of the line I believe people should consider placing new orders as an option.

[txskeets]

I placed my order on the 21st and last night mine changed to label printed on ea's site, so IT IS CHANGING. Chill out and give the EA and UPS sites more than a 5 minute break. Yes, its taking much longer than anticipated but I think they are having a lot higher volume than anticipated as well.


Ok, but the order I placed on the 21st has NEVER shown up on EA's site. So, as far as I'm concerned, that order is lost and I'll never receive it. So in my case, no, its not changing.

[kenshutt97]

Same experience here. Original RMA was on 11/21. Nothig happened. FInally got it cancelled.

New RMA placed 11/28/2007, which seemed to be good. Changed status almost right away to printed shipping label and then later that night to "Parts Shipped"

Of course UPS has yet to pick this package up as of 11/30/2007, but at least something seemed to have changed. If it doesnt ship today, then the phone calls will start up again.

I'm also considering writing all online gaming sites like IGN, Gamepot, G4. Also and place that sells it, I plan to put comments describing my experience. I'll give them today to get it shipped out though before i do this.

[AMartin56]

Of course my next concern if these things ever actually ship will be proper credit for the returns since they certainly have shown that they can track ANYTHING successfully so far. But of course that sort of thing is easily proved to your credit card company if you keep accurate records...