EA's CEO Direct Complaint Line

[Riverbase]

Planet Feedback (http://www.planetfeedback.com/)

Let planet feedback send your complaint directly to the CEO. It's free, no stamp, no hassel.

How does PlanetFeedback work?

You come with consumer feedback that you want to give -- a complaint, a compliment, a question or a suggestion. They gather some information from you, such as what company or specific you dealt with, what kind of feedback you want to give, and how strong your feelings are. Based on your answers, they give you an appropriate business letter which you can then edit however you want. Once you review and approve it, they get it to the best contact at the company by e-mail, fax or snail mail.

Let's band together, bypass the Tech Support guys and get directly to those in charge of this blunder that they call instrument replacement. It's absurd that they ship the wrong model, broken "fixed gear", something that looks like it came out of a pawn shop, keep people waiting with no info for weeks on weeks. Or your on your 2nd or 3rd replacement.

Planet Feedback is FREE and your complaint goes to someone with a clue. Let's get this ball rolling. Keep this thread bumped and post your letters and responses as you receive them.

[Riverbase]

Finally sent my letter heres the copy.

Type: Complaint
To: Jeff Brown Director of Corporate Communications
Electronic Arts
Topic: Quality
Subject: Rock Band Special Edition Instrument Flaws

Message: I like many others am having trouble with the Rock Band Special Edition. I preordered the 360 version and picked it up the day it came out. EA & Harmonix knowing there are faulty guitars & drums in circulation have initiated a process for owners to get their broken instruments replaced. Visiting the official Rock Band technical support forum found here http://community.rockband.com/vbforum/forumdisplay.php?f=20 worries me to no end. The posts found on this site and numerous others of instrument failure doesn't bother me, as the company has taken steps to fix the issues.

I do however have huge issues when the following occur. Customers send for a replacement 360 guitar and receive a PS3 version. Someone sends their instrument in and receives a empty box in return. When the replacement instruments are the exact same models and have the exact same flaws as the original. When you get a replacement for a broken NEW item that looks as if it came out of a pawn shop or garage sale. How about you released the product knowing there was flaws as admitted in messages from Tech Support and currently refuse to support warranties for those outside the mainland U.S., what does that say for customer service. Better yet the issues where pwople are receiving 2 instruments when only sending in one for replacement, I'm sure EA's new CEO is not in the process of throwing out free money. Speaking of free some individuals received an email offering a free game for their troubles yet later they've been told by tech support that no you can't pick that one, or that one, only one of the these, and why wasn't everyone with issues offered one? There are still many, myself included, who haven't sent for their replacements due to these issues

Lastly here's my number one concern. How many of these special edition boxes that have flawed gear in them are sitting up under Christmas trees across the country. This mess that is called "instrument replacement" is going to be horrible after Christams. It's outta control as it is. Being in the military I am just amazed at the lack of Quality Control and Supervisory skills that went into this debacle.

Immediately update the customers via the Rock Band website as to whats going on with the fixes and modifications, including the approximate turnaround time for each instrument, and what is being done to each to repair the flaws. Ensure that the current instruments being shipped as replacements are in fact newer models, not the same flawed designs. Delay if necessary the launch of products to other countries untill the design flaws are fixed. honor your warranty to those outside the mainland 48.

[arariel]

Just sent mine along too... hopefully this gets things done.

What EA and Harmonix need to understand, is that for a lot of people, this game was not a small amount of money... it was a significant investment, and they need to respect that.

[hoshin]

Awesome - great idea. I just sent a letter myself. Thanks for posting that. =)

[Riverbase]

Don't forget to copy and paste your letter here. Go click my planet at the top to see your letter and copy it.

[Riverbase]

There are 7 letters up already, heres a link to view whats been shared. Remeber these go straight to Jeff Brown Director of Corporate Communications at EA.

Complaint Letters (http://www.planetfeedback.com/index.php?level2=search&domains=&q=&sitesearch=&client=&forid=&ie=&oe=&cof=&hl=&search_term=electronic+arts&toggle=0)

[MistaCee]

Finally sent my letter heres the copy.

Type: Complaint
To: Jeff Brown Director of Corporate Communications
Electronic Arts
Topic: Quality
Subject: Rock Band Special Edition Instrument Flaws

Message: I like many others am having trouble with the Rock Band Special Edition. I preordered the 360 version and picked it up the day it came out. EA & Harmonix knowing there are faulty guitars & drums in circulation have initiated a process for owners to get their broken instruments replaced. Visiting the official Rock Band technical support forum found here http://community.rockband.com/vbforum/forumdisplay.php?f=20 worries me to no end. The posts found on this site and numerous others of instrument failure doesn't bother me, as the company has taken steps to fix the issues.

I do however have huge issues when the following occur. Customers send for a replacement 360 guitar and receive a PS3 version. Someone sends their instrument in and receives a empty box in return. When the replacement instruments are the exact same models and have the exact same flaws as the original. When you get a replacement for a broken NEW item that looks as if it came out of a pawn shop or garage sale. How about you released the product knowing there was flaws as admitted in messages from Tech Support and currently refuse to support warranties for those outside the mainland U.S., what does that say for customer service. Better yet the issues where pwople are receiving 2 instruments when only sending in one for replacement, I'm sure EA's new CEO is not in the process of throwing out free money. Speaking of free some individuals received an email offering a free game for their troubles yet later they've been told by tech support that no you can't pick that one, or that one, only one of the these, and why wasn't everyone with issues offered one? There are still many, myself included, who haven't sent for their replacements due to these issues

Lastly here's my number one concern. How many of these special edition boxes that have flawed gear in them are sitting up under Christmas trees across the country. This mess that is called "instrument replacement" is going to be horrible after Christams. It's outta control as it is. Being in the military I am just amazed at the lack of Quality Control and Supervisory skills that went into this debacle.

Immediately update the customers via the Rock Band website as to whats going on with the fixes and modifications, including the approximate turnaround time for each instrument, and what is being done to each to repair the flaws. Ensure that the current instruments being shipped as replacements are in fact newer models, not the same flawed designs. Delay if necessary the launch of products to other countries untill the design flaws are fixed. honor your warranty to those outside the mainland 48.

Are you statoned at NAS ATL

[Riverbase]

Yes, NAS Atlanta.

[mattitude]

Is EA definitely the company we want to be sending complaints to? Are we SURE they're the company to blame for the faulty equipment? How is EA even involved with this game, exactly?

[Riverbase]

Is EA definitely the company we want to be sending complaints to? Are we SURE they're the company to blame for the faulty equipment? How is EA even involved with this game, exactly?


Look in the game manual, EA is the correct company.

[CENACHAINGANG54]

Ok I sent mine and here is a copy of it.




Type: Complaint
To: Electronic Arts
Topic: Quality
Subject: Rock Band Broken Equipment and poor customer service
Message: I bought the Rock Band Special Edition bundle at launch on November 21, 2007. Truth be told I had it pre ordered a few months before that. After spending $180.00 (which includes my california sells tax) I expected to get a product that I could enjoy and have no problems with. The first day I noticed that my red pad on the drum kit was not working right. It did not respond to fast rolls at all. Then the blue pad started doing the same thing. Thinking that maybe it is because it was new it needed to be broke in so I continued to play. On day two the bass pedal cracked in half. Going through the Rock Band forums I was not the only one as several post was written daily about this. So I called EA customer service as the pink paper in the box said I should. I told them my pedal cracked and my drum set was not working right. The guy then said that he needed a credit card to hold $125.00 to send me a replacement. I had a problem with that so was transferred to a warranty supervisor. After some argument I was told a new pedal and drumset will be sent with no credit card. I said thank you and told him that a consumer who has given almost $200.00 should not have to pay for a replacement. He said I was not paying and I stated as long as you are holding my money it is! That order was placed on November 22,2007 and I am still waiting on it!!! So I called in again lastweek and was forced to give a credit card to get a replacement and this was after speaking to a supervisor. He stated I would receive a free EA game of my choice which everyone is still waiting on! I receive the replacement on Wednesday with no Bass drum pedal. Called in again and had to fight to have them send me another pedal without giving a credit card for another $125.00 hold. Long story short the replacement drums were worthless and had the same problems as the launch set. The pedal finally came on Friday. Not only did it not work right, but after only a few songs already has a micro crack that will get bigger and eventually crack in half like the other one. I had to buy a new rock band set and from circuit city to get some drums that work! The manager gave me his blessing to place the replacement in the box and return it for a refund as he said all he was going to do was send it right back to EA. But that pedal also has micro cracks and is about to crack in half!! This is totally unacceptable from a company like with the rep of EA and Harmonix!!

Recall all of this if you have to! Send us equipment that works and not refurbished equipment like some people have received. Give us something more than a video game! Due to the time and hard ached I think we are do some money back! Conmmunicate with us the consumers. We are feeding your families the least you can do is keep us informed on what is going on and when this will be fixed. We just want this fixed!

[Eman311]

what exactly do you expect to gain this?

[Riverbase]

The point is not to gain anything, but have the issues fixed. If you were out to gain something you'd proceed with a class action lawsuit, they already admitted they knew the hardware was faulty before shipping. And you bet the clocks ticking on that. Hell Halo 3 is about to be in a class action suite over stating the game was in HD and it isn't, the lawyers are already signing up people. The goal here is to get the complaints to the right people. Do you actuall think the min. wage window licker at tech support cares about your issues? Lets think they're most likely contracted overseas, I can't understand the ones I've been conected to. How many complaints here about being hung up on? They only care about 1 thing their pay check.

Now you put numerous letters of complaint into a corporate executive's email and then direct them to the tech support web site to see all the issues for themselves and you start getting attention. I'm pretty sure after a few emails to the executive in charge of corporate communications, the guy who gets these complaints, that he went and did a lil research on his own to see what the hell was going on.

Perhaps it's working as we sent the first letters to him on the 4th of Dec. Now all of a sudden OVER THE WEEKEND they announce the delay in releasing to Canada and an increase in pricing to $199.00 perhaps someones attention is now directed on the issues at hand.

[wickedbadz]

The point is not to gain anything, but have the issues fixed. If you were out to gain something you'd proceed with a class action lawsuit, they already admitted they knew the hardware was faulty before shipping. And you bet the clocks ticking on that. Hell Halo 3 is about to be in a class action suite over stating the game was in HD and it isn't, the lawyers are already signing up people. The goal here is to get the complaints to the right people. Do you actuall think the min. wage window licker at tech support cares about your issues? Lets think they're most likely contracted overseas, I can't understand the ones I've been conected to. How many complaints here about being hung up on? They only care about 1 thing their pay check.

Now you put numerous letters of complaint into a corporate executive's email and then direct them to the tech support web site to see all the issues for themselves and you start getting attention. I'm pretty sure after a few emails to the executive in charge of corporate communications, the guy who gets these complaints, that he went and did a lil research on his own to see what the hell was going on.

Perhaps it's working as we sent the first letters to him on the 4th of Dec. Now all of a sudden OVER THE WEEKEND they announce the delay in releasing to Canada and an increase in pricing to $199.00 perhaps someones attention is now directed on the issues at hand.


They are sending out replacement items, that is fixing the issues. Do you really think the CEO will see these emails? What would you expect them to do? Are most of you even writting these letters adults? I got a replacement guitar and it works perfect, as far as people snapping the bass pedal in half, well alot of that is due to the fact they are tromping on it like crazy, it's a TOY use it as such. The bass pedals even on real sets break in half if you tromp on them with aggression. For those breaking bass pedals I'd suggest they learn the proper technique in how to use a bass pedal before they blame the equipment. Honestly if I ran EA, everyone that sent a letter to me as the CEO would recieve a refund and have their IP addresses banned off the forums and online play areas. since you are not forced to keep the product, you CAN return it to EA for a full refund so these types of complaints aren't getting you anywhere they simply make you look like a idiot.

[Visceralguy]

Are most of you even writting these letters adults?. They're giving feedback through different channels, ones that (though I don't know anything about Planetfeedback) can supposedly get around the usual filtration system wherein those voices would fall on deaf ears. Historically, that's a way of getting things done. Even if it doesn't, what's lost? The time it took to write a couple paragraphs? Big deal, it's worth a shot.

And I'm sorry, but implying that they aren't adults is itself very childlike. We're all anonymous here, so I could just as easily assume you're a child. These people are at least trying something, as opposed to sitting around doing nothing about it, and all it costs is the time to write a short letter (what have you gotten out of taking the time to reply here, hmm?)

As far as the replacements fixing everyone's problems, it's clear that it isn't true for all of us. And I read through the Rock band manual on the drums and I don't recall any words of caution saying "be careful this is just a toy", or explanations of this "proper technique" that you need to use not to break it. On the other hand it talks about "wailing out" on the drums during fills. This 'toy' is supposed to be able to absorb punishment. It's not a display piece you keep on the shelf, its essentially a simulator that you bang on with real drumsticks.

[Riverbase]

1. They are sending out replacement items, that is fixing the issues. 2. since you are not forced to keep the product, you CAN return it to EA for a full refund so these types of complaints aren't getting you anywhere they simply make you look like a idiot.

1. So I guess all the complaints here about receiving empty boxes, no instructions on what to send and not receiving everything you sent back, getting the wrong console versions, getting hung up on at support, being promised something only to be told no, or not being offered something when others are, waiting weeks on end for replacements that are always "shipping today", or receiving a replacement with the same problem is just fine with you. Man I sure hope you take some classes on economics soon, cause those business practices will kill a company. Congrats you got controllers that work now. Open your eyes everyone isn't that lucky. Some people are sending in new items and receiving something that is beat to hell in return. Even better yet how bout lil johnny's Christmas present is broke before he opened it. Sorry we don't all just bend over and take it (B.O.H.I.C.A.) from your beloved EA, bet your a ps3 diehard as well, but consumers have rights. First off the company admitted it released faulty hardware. All anyones asking is to fix the replacement process and improve the flaws. Noone is demanding money or anything else we just want the issues resolved, plain and simple. I'm sure they'll get it together but I and others don't want to wait til FEB 08 to properly play a game I bought in NOV 07, and LIL Johnny shouldn't have to wait till he gets playing on higher levels on the drums or guitar to find out in a year his game is or was broken from the start.

2. I'd love to see where thats written.

[o0MeTaL0o]

For anyone that's breaking their drum pedals; you can go through the tutorials to learn a better position that would less likely break it, and keep your leg from hurting as much.

[wickedbadz]

1. So I guess all the complaints here about receiving empty boxes, no instructions on what to send and not receiving everything you sent back, getting the wrong console versions, getting hung up on at support, being promised something only to be told no, or not being offered something when others are, waiting weeks on end for replacements that are always "shipping today", or receiving a replacement with the same problem is just fine with you. Man I sure hope you take some classes on economics soon, cause those business practices will kill a company. Congrats you got controllers that work now. Open your eyes everyone isn't that lucky. Some people are sending in new items and receiving something that is beat to hell in return. Even better yet how bout lil johnny's Christmas present is broke before he opened it. Sorry we don't all just bend over and take it (B.O.H.I.C.A.) from your beloved EA, bet your a ps3 diehard as well, but consumers have rights. First off the company admitted it released faulty hardware. All anyones asking is to fix the replacement process and improve the flaws. Noone is demanding money or anything else we just want the issues resolved, plain and simple. I'm sure they'll get it together but I and others don't want to wait til FEB 08 to properly play a game I bought in NOV 07, and LIL Johnny shouldn't have to wait till he gets playing on higher levels on the drums or guitar to find out in a year his game is or was broken from the start.

2. I'd love to see where thats written.

I don't think you can read or at least comprehend what was written. I didn't say deal with having a broken item, there are ways to go about having it replaced, if you are complaining about those methods you are screwed. Your only other option is a complete return of the item. Consumer fraud is when the company refuse replacement or return of the item, not sells a item with some issues. If that was consumer fraud every car company would be shut down. Since you're on the rant of how would someone feel about getting this for christmas and finding a broken item, just imagine how they'll feel getting the game only for a PS3 and no other guitars work with it. I'm not defending EA at all, they messed up big time with this title, but it's nothing new to them, they've done this before and have never corrected the issues with those other titles. I don't ever see Rockband functioning fully as it's supposed to. How do you think the people without internet connections will feel about this game? They can't apply patches or other fixes, they also don't see these message boards. EA really needs to recall this game and simply refund everyone. This will be the number one returned item for the holidays simply because it's a borked product. The CEO of EA however could care less, all he sees is profit and loss statements, so create a loss and he'll care. Return the game, hit them in the pocket, don't deal with a broken item. As far as those saying they are getting empy packages, I doubt that has happened to anyone. People who try and fraud to get two guitars or two drumsets aren't uncommon. And as far as believing everything typed on these message boards, don't...since alot posting here don't even own the game they are simply trolls. As far as me being a PS3 fanboy, wrong, I own both consoles, I prefer the 360 over the PS3, but thats my choice. As far as you demanding they fix the product, well they are attempting to do so, letters sent to the BBB and so on will cause one thing, total recall of the product, again like I said you are in a position to demand nothing off EA, you are being offered a replacement item or a refund choose one of the two or shut the hell up.

[darknight909]

As far as those saying they are getting empy packages, I doubt that has happened to anyone.

You want to bet? I just got one right now, not 10 minutes ago. I ordered my replacement drum set on the same day the game came out, Nov. 20 and I did the express shipping and gave my credit card. After 1 week of waiting I called them and they said because of the holidays and since almost everyone who bought the game are ordering replacements that they where behind a bit and to wait 1 more week, so I say ok, I understand. Now 1 more week passes and I call back again just to get tossed around to 4 different people before I finally got someone who could do something for me. They said that my address was to long and thats why they didnt ship anything and the guy said he would shorten it and that they would ship another one. Finally 1 week after that (now 3 weeks of waiting) the UPS person shows up at my door with the lightest box I have ever felt. I open it open to find nothing inside. Now I'm mad, I call up and give them my RMA number and she transfers me to someone else. This guy sends me another replacement set and waves the charge on my credit card and says I can pick any EA game out that I want. Well I look through their list of games online, and I don't know about any of you, but all those games are not games I want. So I just pick one, honestly at this point I just want my money back. I will ship the free game back if they want. I would rather have my 180USD back. Oh and this new shipment is supposed to take another week. So I paid 180USD for a game I get to play 1 month later.


If I recieve a broken drum replacement next week I am going to be beyond pissed.

[Baroo]

For those breaking bass pedals I'd suggest they learn the proper technique in how to use a bass pedal before they blame the equipment. .


I guarantee I play the drums better than you, if you think not, then add me to your friends on xbox live, "mpdomi" I have been playing the drums for over 17 years.

When you start playing the hardest songs on expert/hard then you will understand the reasoning for the pedals snapping.

Most REAL drummers not rockband drummers, will inform you to hit those fast bass pedal notes, you need to implement a technique called "double clutching" the pedal. Basically you start with your foot at the bottom of the pedal. And bounce your foot forward.

If you are infact a "REAL" drummer, you would understand that making any sort of bass drum pedal out of plastic is just simply stupid.

Lack of planning, or lack of caring, take your pick; regardless, if you were a real drumer you might be able to comprehend what people are saying, instead of filling the internet with your misinformed half truth posts.

[B18C5 Tom]

Wickedbadz:

I guess my wife and I are beasts, and we break these instruments due to agression too then, because my freaking bass pedal broke within a week and a half of getting the game, my red drum pad is unresponsive to fast drums rolls, and our guitar strum bar stopped working on the downstrokes two days ago - yeah us 28 year old adults with no kids must be really hard on these "toys" as you call them.

I happen to play my drum "toys" in socks, no shoes, and I'm always careful as to not slam the foot pedal. Once you actually get good enough to try and hit very fast timed drum pedal notes such as "Tom Sawyer" on expert you'll see how easy these crappy pedals are. If they knew the limitatios of their plastic crap pedals then they should not add ridiculously timed bass notes in the songs. Cut them in half to reduce the likelihood of pedal breakages. You're making excues for them and it sounds to me like you don't know what you'e talking about - maybe you haven't even tried the drums yet?

Man I fear the mass numbers of broken pedals once kids get these things for Christmas!!!

By the way real drum pedals don't break in the middle of the pedal genius - chain driven ones break at any point in the chain, or at an attachment point for the chain to the body. Some really poorly made pedals can break at hings, but I've never seen a real drum pedal break in half like these are. I'm not saying I expected a double chain ball bearing hinged DW pedal here, but I expcted moe than cheap plastic.

If you're going to champion the "complaining won't do anything" movement please by all means get out of this topic and start your own counter "whining" topic if you must.

The bottom line is that there are a LOT of very unhappy consumers that paid $180.00 (with tax) for a game that should work beyond three weeks, if even that long.

My red pad has been unresponsive since it came out of the box. I only recently noticed it when I tried lefty mode for fun and realized I could nail fast drum rolls that were now on the green pad in lefty mode as opposed to the red pad in regular mode. It's because the red pad is defective, but my green pad works much better.

You're being insensitive to the rest of us with valid complaints about a faulty product.

I'm certainly an adult and I'm trying to figure out the proper channel for voicing my extreme displeasure with my game thus far in terms of durability/funtionality of these so-called "instruments."