To All Rock Band'rs with hardware issues... this is for you...

[vipeness]

Hey Guys...

This is VipeNess; from TheGamerShow.com

Very Firstly; I was going to record the call, but decided not to, because a moderator from this forum warned me it might be a felony if I wasn't in a One State consent, which I am, but I chose to not do it. So, here we go...

First and foremost, I am completely in the same situation as all of you with broken guitars, broken drum sets, waiting, wanting to play with what you paid for, either by being rich, or being broke poor and saving up for months and months.

Yeah, it sucks. But what do consumers get to do back, to make sure they get what they were promised. What do they get to ensure they are being played around with? An answer might help you below in the short story.


My guitar broke on 11/25 around 10:00 pm pst; wasn't registering the buttons, and strum broke, u know, the beginning part. I put in on 11/26 for a new one around 1:00 am pst for the Xbox360. I still haven't received my confirmation email. Dec 2nd 2007; call EA asking why I didn't get confirmation email. I'm xfer'd to the phillipines. Find out, I'm suppose to receive my guitar today. I do, but (2) PS3 guitars. 2 boxes, not XBOX360 guitars. Picture below...
http://img146.imageshack.us/img146/9898/rockbandstoryju8.jpg


So, I call Harmonix Music. No one is available at all, which they do note to call EA Tech Support, which wasn't the reason why I was calling, it was to tell them that I had received 2 guitars for the wrong system, and that they needed to do some investigating on who is messing up all these orders for others that bought their hard-working game they made.

So, I call EA Tech Support (4) times, which all times are hung up on before the conversation starts. The 4th time was the ticket, finally someone to talk to. I tell him who I am, where I was from, and that I've worked in the video game business before and can understand they are receiving a very high volume of calls regarding replacements of equipment for the game. He was really cool, and explained some stuff to me about their warranty program.

Once he found out that I had received the Guitars without giving me credit card information, then that is when he started to work with me a little bit more to help speed up the process so they could get back their guitars from me, which isn't a problem. He also let me know, that there was other people receiving other system guitars, but I was the first to receive (2) for the other system. So I explain I just want a working, brand new guitar for my brand new game for my system. Vipe, No problem. Hey, for your troubles... want a free game... pick any game you want! Serious..? Tells me where to go, and pick from any of the games. Lots of games to choose from; no Mass Effect guys... LOL (Already got it)

So, I picked, for my wife; which is pissed at me, for writing this for taking so long, The Simpsons game for X360, for her birthday, which was yesterday. So, on top of it, he sped up the guitar to even faster to be delivered to me. All he asked for the (2) guitars back and I was fine with it. I mean, I don't need them, I'm not going to keep them and sell them, I just want my guitar, and in working fashion.

And, to make it even better, he says, and we want to show you how much we are deeply sorry, keep your old guitar, and home brew it. I was like.. cool! Thanks man. Gave me tiny information where to look to fix it, and I'm set.

Now, to just even really seal the deal on how much he really cared.... he wrote in an email to me, Happy Birthday to my wife, and he was sorry and that she would be receiving her game shortly. Now, how about that for customer service...

That was my call; couldn't have been any better for customer service ever, and would have helped the company by showing how much they helped the situation and really helped a customer.

So, do yourself a favor, work with customer support and be nice. Nice things come to nice people; sometimes. Depends on the topic you are on and who it is with.

NEWS UPDATE: I have received my guitar (XBOX360) for sure this time (Got it within 3 days from call), and tested it out. Works beautifully so far, and I'm hoping I don't have to get that one replaced; you know the old saying, once a cheater, always a cheater; that could go in this direction since that is how it started. No word on the free game yet, but have a confirmation email for sure for The Simspons Game for XBOX360.

[AVC808]

winner.
although after getting hung up on 4 times, im sure a lot of others would have gave up and came back here to *****. dont blame them. glad everything worked out in the end for you!

i wonder how they'll know you actually returned the guitars though?

[SoberScott]

Possible you get better treatment because of your site etc....
I am so frustrated with this already.

[enken]

Frankly, in order of most influential to least, I think they were so nice to you:

1) because you told him you worked in video game business.
2) because you got 2 working guitars instead of one and they want it back (why would they want your broken one?)
3) You were nice.

but i could be wrong : /

[no longer]

Frankly, in order of most influential to least, I think they were so nice to you:

1) because you told him you worked in video game business.
2) because you got 2 working guitars instead of one and they want it back (why would they want your broken one?)
3) You were nice.

but i could be wrong : /
I guarantee it was because he was nice... I work customer support for Godaddy.com, and the worst thing you can tell someone starting the conversation is "I've been building websites for 200 years" or something of the likes..... call up and be super nice and we will shower you with riches.... or whatever discounts we have available at the time....

[jq715861]

I guarantee it was because he was nice... I work customer support for Godaddy.com, and the worst thing you can tell someone starting the conversation is "I've been building websites for 200 years" or something of the likes..... call up and be super nice and we will shower you with riches.... or whatever discounts we have available at the time....

Exactly. I worked a year for customer service for Starwood hotels (Sherton, Westin, etc.) while I'm attending college and a person could say whatever he wants and how involved with the leisure business he/she is, it doesn't help. If a person comes off as nice and and doesn't make it seem like a chore that they called up for help the representative will USUALLY go out of their way to help and go that extra mile.

[ksu_s13]

Hey Guys...

This is VipeNess; from TheGamerShow.com

Very Firstly; I was going to record the call, but decided not to, because a moderator from this forum warned me it might be a felony if I wasn't in a One State consent, which I am, but I chose to not do it. So, here we go...


LAWL! I would have asked him to provide me with a link to the statute, or to STFU.

[vipeness]

Frankly, in order of most influential to least, I think they were so nice to you:

1) because you told him you worked in video game business.
2) because you got 2 working guitars instead of one and they want it back (why would they want your broken one?)
3) You were nice.

but i could be wrong : /

I honestly think it was because I was nice to him. I was very demanding that I got the 2 guitars and that I wanted to do the right thing and return them honestly to the company, but with being demand-ly honest, I wanted to be sure, extra conditions where met, meaning faster delivery of my guitar. He just threw in the pick a game extra stuff for me. Which was very cool.

[Nekura20x6]

Very Firstly; I was going to record the call, but decided not to, because a moderator from this forum warned me it might be a felony if I wasn't in a One State consent

If there is a message that says the "call may be monitored/recorded for quality assurance/training purposes" then you have a right to record as there is no perceived privacy on the part of either party. (If they can legally record, so can you.)

[rockingnow]

I myself have had a wonderful experience with tech support as well.

My Drum Kit and guitar went bad both on the same day, which was 11-28-07. I called tech support the next morning and spoke to a woman who was very polite to me, as i was to her. I told her my problems and i received my drum kit yesterday, and my guitar is on the truck out for delivery today.

Now the bad. The kit i received yesterday was worst than my original....so i called today and spoke to another tech support person and i have the 3rd kit coming out to me, hopefully in the same speedy maner as the first.........Only i hope, it works.

I purchased my bundle on release just like everyone else, and really had no problems, i beat the game on expert with the strat in 2 days......all 5 stars.... and beat the game on medium and hard on the drums, with minor problem on the red pad which turned out to be a loose connector i tightened the screws and all was well until the the 28th.

Oh well

[greygoosetall]

Hey Guys...

So, I picked, for my wife; which is pissed at me, for writing this for taking so long, The Simpsons game for X360, for her birthday, which was yesterday. So, on top of it, he sped up the guitar to even faster to be delivered to me. All he asked for the (2) guitars back and I was fine with it. I mean, I don't need them, I'm not going to keep them and sell them, I just want my guitar, and in working fashion.

.


I will buy that PS3 guitar from you! Seriously, let's talk PM...:)

[greygoosetall]

If there is a message that says the "call may be monitored/recorded for quality assurance/training purposes" then you have a right to record as there is no perceived privacy on the part of either party. (If they can legally record, so can you.)


As long as you make it clear you are recording...to be safe.

[Angry_Games]

Frankly, in order of most influential to least, I think they were so nice to you:

1) because you told him you worked in video game business.
2) because you got 2 working guitars instead of one and they want it back (why would they want your broken one?)
3) You were nice.

but i could be wrong : /

you probably are wrong. I write for a few sites including my own but I never mentioned this to anyone at EA and they treated me about the same as the OP.

I got the email for the free game, but haven't received instructions on how to claim it, but I'm ok with it because I finally got my replacement guitar and it is STELLAR in my opinion.

The support people at EA are very nice, and as helpful as they can be with the limited information (or the information they are limited to tell you) they have.

I'm glad to see that these issues are being resolved, even if a little slowly...at least EA is making the huge effort (though it won't please everyone).

EA sent me an email last night asking me to take a survey about their support, and I gave them all high marks EXCEPT for the part about how EA the company (not any of the support persons or the support page itself) leaving everyone in the dark for 10+ days not knowing why their replacements haven't shipped, nor letting anyone know wtf is going on as to why it is taking so long. I explained that I was extremely disappointed that I had to find out through a couple of gaming sites by some statement that an EA rep made, instead of finding out

1. through EA themselves
2. here at this site

It's sorta like hearing that your gf is pregnant via one of her friends instead of from your gf.

But overall, I'm very pleased with how things have ended up, even if it took two full weeks to get resolved. Now I just wish I could get Mass Effect but will end up hopefully with Burnout Paradise or NHL 08 heh.

[luganator]

I have to post this..I normally don't say anything but I feel sorta bad..I submitted my RMA for a replace guitar just like everyone else..I get no emails..etc..now the twist..I get home today..and they have sent me 3..yes..3 guitars for the correct platform. Each packing slip was an duplicate..looks like they printed it off three times and sent me three guitars..I guess I get to pick which one like like the most. :)

[vipeness]

I have to post this..I normally don't say anything but I feel sorta bad..I submitted my RMA for a replace guitar just like everyone else..I get no emails..etc..now the twist..I get home today..and they have sent me 3..yes..3 guitars for the correct platform. Each packing slip was an duplicate..looks like they printed it off three times and sent me three guitars..I guess I get to pick which one like like the most. :)

Good Catch.

And by the quote above this one, finding out about your gf is preggers from her friend... ouch... i know it is a joke, but i've known a few people that found out that way. lol

[Stevenam81]

I have to post this..I normally don't say anything but I feel sorta bad..I submitted my RMA for a replace guitar just like everyone else..I get no emails..etc..now the twist..I get home today..and they have sent me 3..yes..3 guitars for the correct platform. Each packing slip was an duplicate..looks like they printed it off three times and sent me three guitars..I guess I get to pick which one like like the most. :)

If you are sure that each slip is a duplicate I would just keep all three of them. It's not your fault they sent three. Why should you have to bother with returning them? Or at least meet in the middle and keep two lol. Have one for a bass. Just check your credit card or whatever you used. If there is one charge, then one guitar = one charge. If you send back two, they'll even be appreciative. They won't be thinking you received three.

[vipeness]

If you are sure that each slip is a duplicate I would just keep all three of them. It's not your fault they sent three. Why should you have to bother with returning them? Or at least meet in the middle and keep two lol. Have one for a bass. Just check your credit card or whatever you used. If there is one charge, then one guitar = one charge. If you send back two, they'll even be appreciative. They won't be thinking you received three.

First Off, AN UPDATE: I would like to note, that I have received my NEW Xbox360 Guitar, and it works perfectly. I also returned both PS3 Guitars to them, thru UPS, and also was able to homebrew the other guitar to kinda work... still trying to fix it. The guitar was out to me within 3 days of the mess and is finally working how the guitar should.

[CENACHAINGANG54]

Exactly. I worked a year for customer service for Starwood hotels (Sherton, Westin, etc.) while I'm attending college and a person could say whatever he wants and how involved with the leisure business he/she is, it doesn't help. If a person comes off as nice and and doesn't make it seem like a chore that they called up for help the representative will USUALLY go out of their way to help and go that extra mile.

Man you must live in the Palmdale/Lancaster area? I use to work for Starwood in the SPG department. During Katrina they had a drive and I won a $4000.00 bed. Small World:)

[xboxliveaware]

Wow, that must be nice toget your guitars so quick. I am 14 days in without getting my new guitar.

[vipeness]

Wow, that must be nice toget your guitars so quick. I am 14 days in without getting my new guitar.

I'm in the Las Vegas area... so, I do believe, having 2 guitars that were not the right system, without using the method of credit card pre auth; did help a little bit, to get my guitar a bit quicker. But, sad news, my XBOX360 broke, the dvd drive doesn't load disks at all. The gears don't turn in the box, so I'm stuck and can't play. But my xbox360 is in warrenty and being replaced for free.

[aranis]

Yeah I would agree the support at EA is decent though after my RB issue I am feeling a little angry. I purchased RB for my son, got it home, showed him and basked in the joy in his face, unpacked it and began to set it up only to find, No drum pads. It had the base and bass pedal along with the sticks but hard to use with no pad setup.

I emailed tech support with no response which I can understand since I am sure this game has them swamped. So I call them and within 3 minutes into the convo I am for all intent and purpose called a liar or I must not be looking in all the boxs. I had talked to three differant support people and none of them would help me. I was polite and soft spoken. I had to end it at three attempts because I had a forth attempt I would not of been so nice.

I am going to try again tomorrow because my son is even more pissed then I am that he cant play the drums (which was his whole reason for wanting the RB game). anyway Ill update it soon.


Aranis

[vipeness]

Damn! Very sorry to hear that.... did you get a new replacement for it? Let us know.