Yordakin
11-30-2007, 04:10 AM
First and foremost, Harmonix has been my favorite game company for over two years now. Every game released up until this point has been brilliant, and relatively flawless. At least for me personally. I know every launch has it's hiccups, but no launch has been a disaster up until this point. I admit I have only been on board since GuitarHero, but since that time I have looked back into Harmonix's library of work. It is all brilliant, from Frequency and on until today, they have been and should be the kings of rhythm gaming. RockBand is no different, the software is amazing, the most amazing work from Harmonix yet. So thank you, you guys made an amazing game, many many many Kudos for out doing yourselves once again. I want to make sure this point is made, the software is brilliant, 11 out of 10 easily. I have been rocking out for a week straight, drumming and singing my heart out.
Now, onto darker subjects. I'm sure you've noticed what I, along with so many other faithful fans are missing. I can sing praises about the software, but the notes sour when I come to discuss the game as a whole, the game called RockBand. I honestly do not know where to begin, so the beginning will do...
I picked up my reserved bundle from the local retailer. Got back home and carefully began to open the bundle. The first thing I see when I open the bundle, a warning. This infamous pink piece of paper I now have my RMA number, UPS tracking code, and all appropriate phone numbers scrawled upon, I'll get back to these later. So I think to my self "Ha, like I'll have a problem, it's a Harmonix product". I guess my brand loyalty and faith in this case seems a bit over enthusiastic but I've got a feeling I was not the only one with this thought. In any case I rock my @#s off for about 4 maybe 5 hours. It was actually, me, my nephew, and any other friends I could get a hold of who were free. Through the course of the day we had a lot of fun. So I'm feeling real good, and playing everything, and everything is flawless, a big relief in my case, I'll explain. I bought GuitarHero3 and it would not work properly on my TV. I was one of many who had horribly audio lag, with no option to resolve it in the software. So anyway, RockBand works perfectly, one of the reasons I believe Harmonix is still a solid company. However, five or six hours in and my faith began to be tested.
I'm not going to draw it out like I did the fun I had, I did that for a reason. To show that I do love this game, and I play it everyday, however, it may be the last Harmonix game I'll purchase. Five or six hours in my strum bar on the Strat begins to act strange. We try all recommended remedies, we turn-off the game/system unplug the dongle, compressed air, new freshly charged batteries, making sure the strum is centered upon power-up, everything. Nothing remedies the problem, so I go through the online warranty process. It was extremely easy and I went to bed with a good feeling about Harmonix solving my problem. Actually I was very impressed by the express warranty service option, and of course I opted for that option. That was November 20th...it is now November 30th, and if anyone is counting, today makes it seven business days. Now begins the real horror story, how many of us share it I wonder.
I have been on the phone with EA and they did nothing but pass the blame onto UPS. I called UPS and they are obviously confused as to why a shipper would be blaming them for these troubles, the woman I talked to sounded honestly offended. I asked her about the excuse that was given to me, which was "through the holidays UPS 2nd day air packages often get delayed and in reality turn into 3 to 5 business day deliveries" and before I could even finish this pathetic quote she stopped me. She assured me that UPS does not run into severe delays regularly and I needed to contact the shipper to get this issue resolved. So here I am ready to call EA again. I don't want to, and don't want to deal with the drama I know I'll have to. Thank you for putting me through this whole process EA/Harmonix. I could have understood if you had a launch hiccup, that was being solved ASAP. This is a launch disaster, and EA's customer service department is doing nothing but making the situation worse by lying to your customers Harmonix. This is what you get for jumping into bed with the monopolizing demon of a development house that EA has turned into. I hope the sex was good, cause your looking at one hell of a morning after.
In closing, I honestly am not sure what recourse to take, I guess another stern call to EA's customer support will have to do. Thanks to whom it may concern for making all of us deal with this disaster instead of your customer service department. The way you've passed the buck on this one is atrocious and who ever is responsible should be ashamed for damaging Harmonix's reputation so badly.
Now, onto darker subjects. I'm sure you've noticed what I, along with so many other faithful fans are missing. I can sing praises about the software, but the notes sour when I come to discuss the game as a whole, the game called RockBand. I honestly do not know where to begin, so the beginning will do...
I picked up my reserved bundle from the local retailer. Got back home and carefully began to open the bundle. The first thing I see when I open the bundle, a warning. This infamous pink piece of paper I now have my RMA number, UPS tracking code, and all appropriate phone numbers scrawled upon, I'll get back to these later. So I think to my self "Ha, like I'll have a problem, it's a Harmonix product". I guess my brand loyalty and faith in this case seems a bit over enthusiastic but I've got a feeling I was not the only one with this thought. In any case I rock my @#s off for about 4 maybe 5 hours. It was actually, me, my nephew, and any other friends I could get a hold of who were free. Through the course of the day we had a lot of fun. So I'm feeling real good, and playing everything, and everything is flawless, a big relief in my case, I'll explain. I bought GuitarHero3 and it would not work properly on my TV. I was one of many who had horribly audio lag, with no option to resolve it in the software. So anyway, RockBand works perfectly, one of the reasons I believe Harmonix is still a solid company. However, five or six hours in and my faith began to be tested.
I'm not going to draw it out like I did the fun I had, I did that for a reason. To show that I do love this game, and I play it everyday, however, it may be the last Harmonix game I'll purchase. Five or six hours in my strum bar on the Strat begins to act strange. We try all recommended remedies, we turn-off the game/system unplug the dongle, compressed air, new freshly charged batteries, making sure the strum is centered upon power-up, everything. Nothing remedies the problem, so I go through the online warranty process. It was extremely easy and I went to bed with a good feeling about Harmonix solving my problem. Actually I was very impressed by the express warranty service option, and of course I opted for that option. That was November 20th...it is now November 30th, and if anyone is counting, today makes it seven business days. Now begins the real horror story, how many of us share it I wonder.
I have been on the phone with EA and they did nothing but pass the blame onto UPS. I called UPS and they are obviously confused as to why a shipper would be blaming them for these troubles, the woman I talked to sounded honestly offended. I asked her about the excuse that was given to me, which was "through the holidays UPS 2nd day air packages often get delayed and in reality turn into 3 to 5 business day deliveries" and before I could even finish this pathetic quote she stopped me. She assured me that UPS does not run into severe delays regularly and I needed to contact the shipper to get this issue resolved. So here I am ready to call EA again. I don't want to, and don't want to deal with the drama I know I'll have to. Thank you for putting me through this whole process EA/Harmonix. I could have understood if you had a launch hiccup, that was being solved ASAP. This is a launch disaster, and EA's customer service department is doing nothing but making the situation worse by lying to your customers Harmonix. This is what you get for jumping into bed with the monopolizing demon of a development house that EA has turned into. I hope the sex was good, cause your looking at one hell of a morning after.
In closing, I honestly am not sure what recourse to take, I guess another stern call to EA's customer support will have to do. Thanks to whom it may concern for making all of us deal with this disaster instead of your customer service department. The way you've passed the buck on this one is atrocious and who ever is responsible should be ashamed for damaging Harmonix's reputation so badly.
