empty box

[MattWhoMattGreen]

I signed up for the express delivery for my guitar replacement. Today an empty box arrived. I called customer support and was told there was nothing they could do. After arguing for a little while, and being called a liar I was put on hold. They are supposedly sending me a guitar now. The guy I was talking to would not let me speak with a supervisor even though I asked repeatedly. Now I have to wait another week to get the replacement. Should I call and complain, or wait and see what happens?

[Jaacar]

I signed up for the express delivery for my guitar replacement. Today an empty box arrived. I called customer support and was told there was nothing they could do. After arguing for a little while, and being called a liar I was put on hold. They are supposedly sending me a guitar now. The guy I was talking to would not let me speak with a supervisor even though I asked repeatedly. Now I have to wait another week to get the replacement. Should I call and complain, or wait and see what happens?

If it was me, when they sent me the new guitar, I'd send the empty box back. When they called to complain or tried to keep my deposit, I'd call them a liar for a while, then finally send them a guitar back. :)

But that's just me.

[usty]

I signed up for the express delivery for my guitar replacement. Today an empty box arrived. I called customer support and was told there was nothing they could do. After arguing for a little while, and being called a liar I was put on hold. They are supposedly sending me a guitar now. The guy I was talking to would not let me speak with a supervisor even though I asked repeatedly. Now I have to wait another week to get the replacement. Should I call and complain, or wait and see what happens?

I would've hung up after being denied a supervisor...and called someone else. That's ridiculous that they'd accuse you of lying.

[twlazzeri]

Your attitude is surely that "I'm not a crook. Why would I lie?" And knowing nothing about you, that might be valid.

Whereas, EA's attitude necessarily is "Watch out for people trying to rip us off." Also valid.

Sucks what happened to you, but call UPS or whomever. They weigh these things at some point in the process. If the weight was well below normal for a full Rock Band game, there's your clincher.

Sucks what happened, but you can't really be surprised they thought you were lying. A second Rock band set would be awfully lucrative this holiday season.

[CrazyCornMuffin]

Same problem here. Express Box arrived today with nothing inside it. Hopefully they aren't charging me. I don't know whether or not to send my broken one back.

[EAxViolet]

I signed up for the express delivery for my guitar replacement. Today an empty box arrived. I called customer support and was told there was nothing they could do. After arguing for a little while, and being called a liar I was put on hold. They are supposedly sending me a guitar now. The guy I was talking to would not let me speak with a supervisor even though I asked repeatedly. Now I have to wait another week to get the replacement. Should I call and complain, or wait and see what happens?

If you PM me your RMA number, I can follow up on your incident. Getting an empty box when you went through the express process means that something did not go through correctly in our process and we need to address that for you. I do apologize for the service you received; that was definitely not up to par.

~Violet

[Jaacar]

If you PM me your RMA number, I can follow up on your incident. Getting an empty box when you went through the express process means that something did not go through correctly in our process and we need to address that for you. I do apologize for the service you received; that was definitely not up to par.

~Violet

Not to sound like a broken record, but it sounds like ALOT of the service is not 'up to par'. People receiving multiple guitars (some even for the wrong system), guitars that don't work or are damaged, empty boxes, worse than the original parts to be sent in.

Not sure what can be done about it, but ...

[EAxViolet]

Not to sound like a broken record, but it sounds like ALOT of the service is not 'up to par'. People receiving multiple guitars (some even for the wrong system), guitars that don't work or are damaged, empty boxes, worse than the original parts to be sent in.

Not sure what can be done about it, but ...

I completely understand your sentiment. Hopefully even as some of these things occur with the process we can make sure our policies and reps are set to do the right thing and get everything straightened out as best we can for you. Having a faulty peripheral is frustrating enough and we are working to continually improve this replacement process so it is as simple and fast for you guys as possible. Again, you have my apologies for the difficulties thus far. Please let me know if there is anything I can look into for you.

~Violet

[Jaacar]

I completely understand your sentiment. Hopefully even as some of these things occur with the process we can make sure our policies and reps are set to do the right thing and get everything straightened out as best we can for you. Having a faulty peripheral is frustrating enough and we are working to continually improve this replacement process so it is as simple and fast for you guys as possible. Again, you have my apologies for the difficulties thus far. Please let me know if there is anything I can look into for you.

~Violet

Sure, how about getting my two guitars replaced? Oh yeah, I have the misfortune to live in Canada and apparently the warranty isn't honored here (yet?). :(

[EAxViolet]

Sure, how about getting my two guitars replaced? Oh yeah, I have the misfortune to live in Canada and apparently the warranty isn't honored here (yet?). :(

Yes, the warranty program will not be available in Canada until the Canadian launch of Rock Band. In the meantime, and I know this is not the most effective option, you can try to exchange your 'band in a box' through the retailer you made the purchase from if they have available stock. :( Otherwise, you would have to wait for the Canadian launch.

~Violet

[Jaacar]

Yeah, isn't happening. Already called the Wal-Mart that it was purchased at, they don't have any in stock and aren't expecting anymore before Christmas (probably the same story everywhere I imagine).

How about that free game voucher instead? ;)

[EAxViolet]

Yeah, isn't happening. Already called the Wal-Mart that it was purchased at, they don't have any in stock and aren't expecting anymore before Christmas (probably the same story everywhere I imagine).

How about that free game voucher instead? ;)

While I appreciate your tenacity and feel for your situation, that is just not something I have the tools to get for you. :o

~Violet

[nsetkhan]

I was supposed to get my replacement guitar today too. After getting home from work and opening the box i find out its empty as well. I ended up getting a hold of a supervisor and got it worked out as they are sending me a new one. But still HOW THE HELL do you guys end up sending a EMPTY box through express shipping. It boggles the mind.

[rec0ded1]

At least you all got something. I was checking my UPS tracking number all day today and noticed the "Delivered" status saying it was left on my porch. So I run to open the door only to find nothingness. Now I'm in the process of dealing with EA support and UPS support trying to figure out what happened to my package. :confused:

[legend]

well for me, I didn't have a credit card so I actually chose the empty box method and got a guitar lmao. the crappy thing is, it was for the xbox 360 and I have the ps3 so I have to start all back over but they seemed pretty concerned about it because they told me they were going to be sending me another guitar out immediately and that I should have it in just a few days and told me to send the 2 guitars back when I get it. they also told me that they were going to call on the day that it should be there to make sure everything was satisfactory. I know it gets soooo frustrating sometimes but I promise, if you are polite and patient with them they seem to want to make sure you are satisfied more.

[imagine]

That sucks well at least you had a guitar - lol stillt rying to get mine since the 11/20 - EaxViolet i pmed you can you solve my probleM? It's a mess!

[nn317]

Shoot, I got an empty box too. What gives man. What is the customer service number?

[nstalker42]

i too recieved an empty box today. after being on hold for about 35 minutes i got through to a supervisor. she first said for me to go ahead and send my broken guitar back in the empty box and then i would be mailed another one. i replied that this was dumb because what if EA sent another empty box?? i would be screwed.... she also informed me that my 125 dollars wouldn't be put back into my account until 28 days after i ordered my new guitar!! she said that there was nothing she could do and now i gotta wait 3 more weeks to get my money back....... i was told i would get the letter about the free game though. we'll see if i actually get it.

[Wilson12466]

Well on the other hand, some people are getting amazing costmer support and even recieving free games.. idk I guess Rock Band just went off on the wrong note..(no pun intended)