It's time to make things right...

[arariel]

I bought Rock Band on launch day, only to receive a broken drum kit and guitar. I filled out the RMA form, and then waited for my replacements, which arrived yesterday. I checked, and saw that I got the new, magnetic guitar... everything's all good then, right?

Wrong.

The guitar works ok (not great, mind you, just... passable..) on the downstrum, and is at least an improvement over what I got in the box originally... but the upstrum is completely broken. The drum kit is the exact same model/design as the old one, but it seems to be working ok... I don't know if it works trying to do rolls on the red pad, as... well... I'm just now able to play, and I'm not that good, so I wouldn't know if if was me screwing up, or the drum not being able to register the hits that fast.

The point is, it will soon be a month since I spent a large chunk of money on a game I STILL can't play properly, and all I've got right now to show for my investment is a broken replacement guitar, and a drum kit that MAY be faulty, but I won't know until it's past the 60 day warranty.

EA, this is horrible. If a customer has to return something to you, because it is broken, make SURE you aren't sending them back a broken replacement! Or... maybe communicate to us, at least, what it is you're DOING about it. There are obviously HUGE problems with your product, namely the guitars and drums. Users on this forum have even shown you exactly what is wrong with the drum kits and guitars, and yes, you put out a new version of the guitar... but there seem to be problems even with that! What about the drums? Are you going to address those problems too?? You NEED to communicate with your customers, and make things right with us.

What happens if/when my drum kit craps out in 2 months, or I get good enough to discover that there IS a problem with the sensor handling fast input (required for higher difficulties)?? Will you make it right, or am I out of luck? Are you working on fixing the problem, or are you just sending more of the same drums, hoping they'll work?

Look, EA, Harmonix... I sympathize. I've worked in the game industry for years now... I know how it is... something like this happens, and sometimes it's hard to own up, and say "sorry guys, we screwed up" but really, the truth of the matter is, it's time to go into Damage Control mode, and that means doing as much as you can to make the problem right, and regain the trust and support of your fans and customers. And please, please please do a post mortem on the whole affair, be brutally honest, and identify where the system broke down, and what could have been done differently. (But don't just try and blame everything on the QA team... I started out there, and trust me, it's never JUST their fault!)


Thanks,
A guy who really, really wants to like your game.

[BEERCUP05]

You are so right. This is BS.:mad:

[Farrah]

I agree, the cloud of confusion consumer side is massive.
I don't know if my RMA's are getting canceled wouthout my knowledge.
I don't know why they sent me an Xbox360 guitar, (i have a ps3)
I'm trading in my set if the replacement guitar comes back and screws up.
:mad:

[Captiosus77]

I agree, though I'm probably screwed either way.

I can't afford to have a $125 hold on my account and I don't want to sit here and wait upwards of 2 weeks for a coffin that I'd have to send back, then wait god knows how long until they ship a replacement after getting the faulty one. If my best friend's experience is similar to what I'd have, it will end up being a good month before I get a replacement Strat. Call me impatient if you want, but waiting another month to be able to play with the guitar I paid for at launch just rubs me wrong.

As much as I love the guitar, I'm starting to wonder if I should just go plunk down 39.99 on a used - WITH one year no hassle replacement plan - Xplorer from Gamestop so I can return this one I've been borrowing from my neighbor.

I'd email EA's support with a similar message but I'm sure it would get deleted or I'd be accused of trying to scam them. I don't want a free $60 game, I don't want any of that jazz.. just a working controller. I just can't afford the hold associated with expedited shipping.

[mattitude]

Amen, brother.

Harmonix, I hold nothing against you. You authored an amazing, nearly flawless piece of software. My hat's off to you.

EA, you blew it. The hardware's rubbish, and you know it. My GH2 (AND GH1) controllers still play as well as they did the day they came out of the box. Own up to it. Grow some balls. FIX IT.

[MorningThief581]

I agree with the sentiments of this thread... though unless I'm mistaken, EA is merely in charge of distribution for all things Rock Band. Product development and manufacturing (both software and hardware) is all Harmonix. At least that's how I understood it. Can anyone confirm?

[AddictedtoKaos]

I think we need to have a petition for EA to extend its warranty to 1 year. Also, Im sure we have enough faulty equipment for a class-action lawsuit. Do we not?

[bklynpnk]

I think we need to have a petition for EA to extend its warranty to 1 year. Also, Im sure we have enough faulty equipment for a class-action lawsuit. Do we not?

First of all, I don't think they have even started the warranty countdown. Second; they ARE trying to do something about it, despite whether you think it is enough or not. If they ignored it I would say a class action lawsuit is in order.

In the email I received from EA, they will be offering me a free game. Got my guitar back after placing my order in on 11/20 and it works great as of right now; feels a lot different than the first too. If you have one of the new guitars and it still does not work, I would take a closer look. I thought maybe mine was broken at first as well. But really, I am just not used to the fret buttons and the strum bar. Not to question anyones playing ability but it could simply be play style+ a new controller that is different than what one is used to. If not, then I would contact them again. The wait will probably be a lot less this time, as a lot less people will have problems.

[Table16]

I thinks its time that Red Octane comes out with their own Rock Band guitar and show these corporate bigwigs how to make a real guitar...

But that's just me....

[arariel]

First of all, I don't think they have even started the warranty countdown. Second; they ARE trying to do something about it, despite whether you think it is enough or not. If they ignored it I would say a class action lawsuit is in order.

In the email I received from EA, they will be offering me a free game. Got my guitar back after placing my order in on 11/20 and it works great as of right now; feels a lot different than the first too. If you have one of the new guitars and it still does not work, I would take a closer look. I thought maybe mine was broken at first as well. But really, I am just not used to the fret buttons and the strum bar. Not to question anyones playing ability but it could simply be play style+ a new controller that is different than what one is used to. If not, then I would contact them again. The wait will probably be a lot less this time, as a lot less people will have problems.

I got that same e-mail. At the time, I even told all my friends "Wow, look what EA is doing... I'm impressed!"

But you know what? That "free game" that nobody's heard anything about yet? At this point, it hardly seems to matter. First, I spent almost $200 for their product, then it becomes apparent that I'm going to have to cycle through replacements, until I get lucky (A customer should NEVER have to do that... they will, most likely, give up before getting that stroke of good luck)... meanwhile, I'm still out the original investment, plus I'll have holds on my credit card? That's dangerously close to the 'give up' line for a lot of people.

Second of all, it is NOT that I just haven't gotten used to it yet, unless by "get used to" you mean "learn to play without using upstrum at all" because it simply does not work, not even for navigating menus.

These are REAL problems, and now is not the time for EA and Harmonix to keep silent and work in the background to fix them. Now is the time to say "This is what went wrong, and here is what we are doing about it."

Also, let me mention in closing that I don't think a "class-action lawsuit" is going to do anything, nor is it warrented or worth anyone's time. What I will say, is that if my 3rd replacement comes, and it too is broken, or if I find out my drums really are faulty, and can't get a replacement, even though they know there are widespread problems, I'll certainly have to reevaluate my owning this game.

I'm not trying to whine about my problems... if it were just ME, I would shrug, say "oh, that sucks" and deal. But when I can clearly see there is a far larger problem, I have to say something, if for no other reason that to try and make things better.

[spblat]

I agree with the sentiments of this thread... though unless I'm mistaken, EA is merely in charge of distribution for all things Rock Band. Product development and manufacturing (both software and hardware) is all Harmonix. At least that's how I understood it. Can anyone confirm?
Seems that way to me. Check the sticker on the back of your guitar. I think it was designed by harmonix. The design isn't bad, as others have pointed out; it's the manufacturing errors.


Downstrum problem would have been solved by proper alignment and tightening (with loc-tite) of the downstrum microswitch screw.
Drum issues would have been solved by better soldering


I'm not saying those are the only issues, but I think those were the biggies. And if the instruments had been manufactured with more care, the problems would not have been so widespread.

Class action lawsuit? Not a chance. This isn't over yet but EA is so far doing more than enough to qualify as a reasonable effort to make good on its warranty commitments.

Wait. What e-mail? What free game? I had to replace my guitar too, where's my freebie? :p

[arariel]

Class action lawsuit? Not a chance. This isn't over yet but EA is so far doing more than enough to qualify as a reasonable effort to make good on its warranty commitments.

Wait. What e-mail? What free game? I had to replace my guitar too, where's my freebie? :p

The problem is, so far it's all been reactionary, and, from the look of things, short-term at best, instead of an overreaching plan to make good with their customers.

Even the replacements have issues, and there hasn't been any word on what we can expect in the future, should these issues be persistent. Will we be taken care of? Or will we be stuck with something we can't use, and can't return, that isn't covered or replaceable, because of the 60 day warranty?

Here's another question: Say I get a replacement, and I send them my old one. They then decide that I opened it, or that it was fine, or whatever, and charge my card, instead of footing the bill. Will I get a 2nd guitar? I've now paid for 2, and only have 1. Will the old one be sent back? What happens then?

[The Rooster]

I don't think there is any way these products could have passed any sort of testing phase and been approved for production as designed. It's pretty obvious with how widespread the problem is (Every single person I know that owns the game is having the same issues, couple that with all the issues being posted here.) that the bean counters were more interested in release deadlines than they were with getting it right. While games like Grand Theft Auto get put on hold for half a year because they need further development, this one was clearly released with known bad components.

I don't believe that the developers truly believed that the equipment was reliable and it seems that now they are doing eveything they can to make it a hassle to get the problem fixed. You can't return the game to the store, it takes a month to get a replacement, and that is just a band aid because it dosen't work either. You have to put a large hold on your credit card...etc.

I think EA is exposed right now to a HUGE liability. If they were faced with a class action lawsuit, I don't see how they could defend themselves. Just doing "something" is not a defense for releasing a product that simply dosen't work. They need to recall the drums and guitars and develop a reliable replacement. At least anounce that there will be a recall as soon as new ones are developed. Not this warranty crap. The things aren't broken, they're poorly designed, and no amount of replacments is going to fix the problem.

[MorningThief581]

The things aren't broken, they're poorly designed, and no amount of replacments is going to fix the problem.

This is true. Development needs to rethink the kick pedal. At least they've already tried a new take on the strumbar. The way the pedal works right now, when it's fully depressed there is a slight bow upward in the middle. The ball of one's foot is applying downward pressure in the front, the hinge applies downward pressure in the back, and the spring applies upward pressure in the middle. That's a recipe for eventual failure with plastic parts.