Puerto Rico Replacements

[Pwnisher]

I have a faulty guitar (no down strum) and from what I'm told EA can not send replacement parts to Puerto Rico at this time. I bought my game (Xbox 360 version) at Gamestop and tried to change the whole bundle but they won't because they are instructed via a Memo to not exchange bundles or instruments and that any replacement has to be done through EA/Harmonix. So if they can't and you guys can't replace it, then what I'm supposed to do with a faulty guitar that doesn't work and there's no place on earth to get another one?

I tried EA's customer support and tried to reason with my local EB Game's manager, neither worked. Next Thursday 30 days will already passed since I got the game and tried to get a replacement, what will happen if EA still won't be able to ship to Puerto Rico after the 60 days that the warranty covers? How can EA/Harmonix ship to Hawaii that is at least 2,300 miles away from mainland US, and not Puerto Rico that is 1,000 miles SE of Miami? It does not make any sense. Why are we being left off???

[zerogeo3]

There was an actual post on this topic before. I think HMXSean said to PM him and he would look into it. It was either him or one of the others HMXsean is every where in here...:eek:

[luisrodl]

Well you are not the only one from Puerto Rico here that has that problem because the exact same thing happened to me and another person here in the forum. And since EA said that "at the moment" Puerto Rico is not under their warranty, and with no clear date on when it will be, I fixed the down strum problem myself and it works perfectly. Maybe by doing that I invalidated the warranty but now my guitar works better than when it was new. If you want to take the risk of invalidating your warranty (but fixed and improve the strumming on the guitar), I found a link to a YouTube video which is a really good tutorial on a simple easy way to fix the guitar. Here I leave you the link (it says its for the PS3 guitar but it also works on the 360 one) and I really hope EA gets around to cover Puerto Rico in the warranty because there is no reason on why it doesn't.

http://www.youtube.com/watch?v=3fypJNFsK4E

[kainofsouls]

I'm from Puerto Rico as well and I just received this message:

"We trust you have received your new PLAYSTATION 3 Guitar by now and are enjoying the Rock Band experience! However, it has been 21 days and we have not yet received the faulty PLAYSTATION 3 Guitar you’re returning to us.

To avoid a charge to your debit or credit account, please return your faulty PLAYSTATION 3 Guitar immediately upon receipt of your replacement. A charge will be posted 28 days after your request for a replacement if we do not receive your faulty PLAYSTATION 3 Guitar."

That's great I'm going to get charged for nothing as I have yet to receive a replacement guitar, I'm going to have to call to check the status, can't believe they didn't even consider Puerto Rico for warranty when selling a product.

[Jaacar]

LOL.

Way to go EA. Need any more reasons to get rid of EA Harmonix? Charging customers for a guitar that they aren't going to ship to him because he lives in PU and not on the mainland?

Heh. Intervene. Give me hope for us early adopters up here in Canada that there will be a light at the end of this tunnel afterall. This letter the OP received is certainly extinguishing almost all of that light that was there.

[AVC808]

I'm surprised non of the EA support members on this forum have replied to this.

[Huitzilopochtli]

I'm from Puerto Rico as well and I just received this message:

"We trust you have received your new PLAYSTATION 3 Guitar by now and are enjoying the Rock Band experience! However, it has been 21 days and we have not yet received the faulty PLAYSTATION 3 Guitar you’re returning to us.

To avoid a charge to your debit or credit account, please return your faulty PLAYSTATION 3 Guitar immediately upon receipt of your replacement. A charge will be posted 28 days after your request for a replacement if we do not receive your faulty PLAYSTATION 3 Guitar."

That's great I'm going to get charged for nothing as I have yet to receive a replacement guitar, I'm going to have to call to check the status, can't believe they didn't even consider Puerto Rico for warranty when selling a product.


Well, at least you got an email from them. I still haven't received either a replacement guitar, an empty box, an empty box with an "April's Fool!" card inside, an email saying it was shipped, a UPS tracking number, an email to say they wouldn't send it here, and email like yours or anything else of a communicative nature.

In the meantime, there sits my guitar, Rock Band collecting dust since we cannot play any of our bands and don't want to attempt a custom fix on the guitar on the hopes that, someday, the replacement may arrive.

[Pwnisher]

I'm stunned. No reply on email, PMs or the forums. It's like EA/Harmonix want me to buy a Red Octane guitar or want me to open up the fender and void the warranty. I have a friend that also has Rock Band but his fender is broken (same downstrum issue) and his drum bass pedal is broken. So between the two of us, we have 2 working mics and complete 1 drum set for $340 (tax not included) and no way on God's green Earth to get replacements.

[maltinej]

crap... im in puerto rico and my microphone suddenly stopped working- worked yesterday, does not work today... plug it into the hub and the light comes up and goes out; plug it directly into the xbox and says its not recognized; only way to sing now is using the headset... and it is crap...

and now i cant return or get a replacement?!??! wtf is going on!!

[Jaacar]

I'm stunned. No reply on email, PMs or the forums. It's like EA/Harmonix want me to buy a Red Octane guitar or want me to open up the fender and void the warranty. I have a friend that also has Rock Band but his fender is broken (same downstrum issue) and his drum bass pedal is broken. So between the two of us, we have 2 working mics and complete 1 drum set for $340 (tax not included) and no way on God's green Earth to get replacements.

They don't want you to void your warranty. They just don't care.

[WDragon]

I bougth rockband for the PS3 and the wireless adapter was missing from the kit, when I called customer service they told me that the replacement should arrive in a week, something that didn't happen, so I called again and was told that there was a problem with the warehouse and that in a few days it should arrive and again it did not arrive, so I called again and this time everything change when they finally told me that due to some technical difficulties with the addressing system they where not able to ship to Puerto Rico that item and they where sorry and told me to tell them what game I would like to be sent to me for the trouble while the problem is fix and they did sent the game(MOH:A) which makes me wonder, how could they send me a free game to Puerto Rico and not the wireless adapter.

[Jaacar]

I bougth rockband for the PS3 and the wireless adapter was missing from the kit, when I called customer service they told me that the replacement should arrive in a week, something that didn't happen, so I called again and was told that there was a problem with the warehouse and that in a few days it should arrive and again it did not arrive, so I called again and this time everything change when they finally told me that due to some technical difficulties with the addressing system they where not able to ship to Puerto Rico that item and they where sorry and told me to tell them what game I would like to be sent to me for the trouble while the problem is fix and they did sent the game(MOH:A) which makes me wonder, how could they send me a free game to Puerto Rico and not the wireless adapter.

LOL good point!

[jojo311]

I live on Guam, another US protectorate, and was told by EA support that they do not ship to Guam. I was offered to have my replacement shipped to any address in the 50 states, which I'll end up doing. The Gamestop I purchased it from told me that I needed to go through EA support for warranty service. All in all, its not unexpected as I think US citizens living on US possessions outside the 50 states are used to getting shafted, but it was disappointing that I was able to put in a Guam mailing address without any questions (once online and once over the phone). If anyone from a US territory has actually received a replacement part directly, I'd be curious to know.

[PHiNiX]

all i have to say is that blows you bought it at a local gamestop unlike jaacar above me and they wont replace it

im sure once its released in the uk you will be fine and they will replace it

[Baroo]

I might be wrong, but those game stops not returning your hardware could be breaking the law.

First of all the pink slip is inside the box, therefore you can't even know the return policy until AFTER it is already too late.

I would ask to speak with the game stop manager and ask him how far they would like to take this matter.

If that manager doesn't replace it, ask for his manager, so on and so forth.

[PHiNiX]

i believe that it is a message from EA/HRMX that they will not accept any returns from the shops

so its not the gamestop sayin this its EA

which i think you are completly covered and your equipment should be replaced

[Baroo]

i believe that it is a message from EA/HRMX that they will not accept any returns from the shops


That's bull, I have returned 2 rock band sets to best buy already no questions asked.

The manager urged me to take the next one back if the same problems arise, unfortunately my faith in a new box set isn't high enough to return my "almost" 100% working drums.

EA/HMX can't decide how a business conducts their policies.

[Jaacar]

A quote from the warranty:

"Please DO NOT return any Rock Band Peripheral (including guitars, drums, and microphones) to retail stores, even if that is where you originally purchased the Peripheral. Retailers are NOT part of our authorized Peripheral warranty support program."

So says the EA warranty. So in all likelyhood, Gamestop is doing what they are supposed to do. Sucks, but it's there in the back of the manual.

[PHiNiX]

i think you would have only had to return one if you would have used the warrenty

[Baroo]

A quote from the warranty:

"Please DO NOT return any Rock Band Peripheral (including guitars, drums, and microphones) to retail stores, even if that is where you originally purchased the Peripheral. Retailers are NOT part of our authorized Peripheral warranty support program."
.


That quote doesn't mean anything, EA/HMX is just trying to cover their own arses.

If you take your set back that is -180$ to them.

Of course they want you to send it in for a replacement, so they don't lose a sale!

That pink piece of paper and the warranty has nothing to do with the store your purchased it from and their responsibility to take back a defective product.

Best Buy is selling extended warranties on their rock band sets. Which means for any reason if anything breaks in 2 years, you take it back to the store for a replacement.

[Baroo]

i think you would have only had to return one if you would have used the warrenty


Ya think?

:rolleyes:

http://community.rockband.com/vbforum/showthread.php?t=16501

[PHiNiX]

did you not get the piece of paper when you first opened up the box

[Baroo]

did you not get the piece of paper when you first opened up the box

Key words in that question "When you first opened the box"

Which means there was no meeting of the minds before the sale, the piece of pink paper is as worthless as toilet paper.

Game Stop would rather collect $180 from another customer rather than please their current ones. That about sums it up.

[Jaacar]

Key words in that question "When you first opened the box"

Which means there was no meeting of the minds before the sale, the piece of pink paper is as worthless as toilet paper.

Yep, I agree. Apparently some of the newer boxes have it stated right on the outside of the box now that you shouldn't return them to the original place of purchase. Still crap, but at least its on the outside now.

BTW, I wasn't agreeing with their stand on the no-returns to the original store. Gamestop should have to (just like everyone else) take back faulty purchases for the first <x> number of days stated in their own warranty (usually 14 days, I've seen some as low as 7 though).

[PHiNiX]

for one thing i think its bad for a company to not cover a warrenty were an item is sold (i agree)

but my last comment was about you taking your copy of rockband back to bestbuy twice

when you could have just used the warrenty

[PHiNiX]

for one thing i think its bad for a company to not cover a warrenty were an item is sold (i agree)

but my last comment was about you taking your copy of rockband back to bestbuy twice

when you could have just used the warrenty

[Baroo]

rockband back to bestbuy twice when you could have just used the warrenty

That is what the Best buy Extended warranty is for.

Like I said the manager urged me to bring it back again if I had any further issues. And I paid EXTRA to be able to do so.

The sad part about it is, I don't have enough faith in their bundle packages to roll the dice on another bunk drumset "I mostly play the drums"

That is the ONLY reason I didn't take this set back to Best Buy, That is what extended warranties are for, "crappy customer service from the crappy manufacturer warranty".

[PHiNiX]

i have purchased many extended warrentys from bestbuy in my life and if im not mistaken a employee is supposed to inform you to not use the extended warrenty untill the manufacturs warrenty is up

[PHiNiX]

especially when almost all of the purchased product is faulty

[Baroo]

Wrong again, are you trying to get on the EA payroll or something?

[PHiNiX]

no (although i wouldnt mind it)

[Huitzilopochtli]

Well, this has just turned out into a living nightmare:

I finally got the EA email stating that they will not/can not ship to Puerto Rico and their suggestion that, if I have someone living in the continental US, I could have it shipped there and then have that person re-ship it to me.
That is an absolute insult, really. Why should I have to pay the extra shipping cost?
Videogame stores are not taking the RB bundles back, and EA won't ship replacements here, so now I'm stuck with a non-working guitar and a drum set that only has 2 working pads.

I'm sorry to say, I scratched the idea of giving RB as a Xmas gift and I will definitely warn anyone residing in Puerto Rico about buying Rock Band.

This was such a wonderful game that it's really sad to see the experience marred by such poor customer service.

If anyone wants a half-working Rock Band bundle, feel free to look in my trash bin, that's where everything is going right now!

[AVC808]

id try to keep arguing with the store to get the thing replaced or returned. it really is unacceptable. maybe call your local bbb or consumer support office for advice to see if there are any laws that the retailer or EA is breaking. not really sure what kind of US federal laws are applicable to US territories, but at this point you have nothing to lose right?

[maltinej]

the guitar fixes posted on the web do appear to work.. as i can now downstrum with 95% accuracy vs no downstrumming whatsoever before that... as for the microphone, i got a new microphone from EB for 26$... its white, but essentially the same thing.. hopefully if that one breaks, i can get a replacement or some sort of service directly from the store... but knowing the service here in puerto rico, probably not...

oh well... off to download the new DLC from the marketplace...
:)

[mfouco]

My bass pedal stopped working also, so i'm signing this thread/petition because i also live in Puerto Rico and would like a replacement.

/sign

[Pwnisher]

People in Alaska, Hawaii and even Canada can get replacements and we live a lot closer and we are getting screwed. 37 days and counting without a guitar and no update as to what they are going to do.

[PHiNiX]

if you need a place to ship to i wouldnt mind shipping it out

[PHiNiX]

forgot to add

just pay for the shipping to me and back

[Jaacar]

People in Alaska, Hawaii and even Canada can get replacements and we live a lot closer and we are getting screwed. 37 days and counting without a guitar and no update as to what they are going to do.

Actually, contrary to popular belief, Canadians cannot get their stuff replaced either. EA is holding off on all Canadian RMAs - they have no shipping program or something in place for them. I'd bet the Canadians and PRs are going to get their shipments done at the same time.

[k4naru]

I'm on the same boat. Bought Rock Band from my local Game Stop 10 days ago and my guitar's strumbar stopped working. I asked EAxViolet if the warranty service to Puerto Rico works and she said that they were working on it. That I could wait or return it to the store. Well, I can't return it to the store so I'll have to wait.

I wonder why Puerto Rico always has problems with the shipping of items coming from the US, since using United States Postal Service (USPS) to ship to Puerto Rico costs the same. (I mean for example when buying something from a website. I bought a guitar on Sam Ash, it said free shipping and I got free shipping. I bought some accessories from Musicians Friend, the total order applied for free shipping yet I had to pay $12.95 because it was to Puerto Rico)

[Huitzilopochtli]

Apparently they might be some good news for people in Puerto Rico.
I got this email yesterday from EA support:

Greetings,

Thank you for contacting Electronic Arts.

Hello there Jaime, I’m contacting you to inform you that we are currently processing your order at this time. I apologize for the delays with your PS3 Guitar. Your tracking number for this product will be XXXXXXXXXXXXXXX once your order is processed you will be able to track your product via the www.ups.com website. This order should be ready to go within 5-7 business days; I do apologize for the delays but please keep in mind that this product will need to spend time in customs before it will reach, so please allow 7-10 days not including time that it may spend in customs.

If you have any questions please do not respond to this petition, if that is done there is a chance that this order will not process correctly, you are encouraged to send in a new e-mail petition via the support site to avoid such a problem should you have any questions.

Should you have any further questions please take a moment to review our FAQ site http://support.ea.com

Take care,

EA Sr. Rep Joseph B. / GM Messy
Player Relations
Tech Support
Electronic Arts

It may be that they finally solved the Puerto Rico issue?
We'll see once the replacement guitar gets here, but at least it's a bit of hope!

[Z3R0]

I also got the same e-mail today.At last a bit of light for us from Puerto Rico.

[k4naru]

Thanks for the info! Please post the results. I hope the warranty service for Puerto Rico has been taken care of.

Still, If someone's warranty from the store hasn't expired and want to change it in the store, I think you should argue with the manager till you win. The little paper that comes in the box is Bull C#@p. The store's warranty has more "meaning" in this types of cases. (Though you'll probably end up with another of the first bundles with faulty instruments). If they still won't respect your rights as a consumer call DACO.
(Maybe the possibility of a $10,000 fine will change their mind.)

[seele96]

Just today my Strum bar died. I went through the whole Express RMA process and saw that Puerto Rico was available in all country and or State choices when filling in your address. My order was processed swifly, and im hoping to see the new guitar by wednesday.

Anyone in PR wants to jam, let me know, Toa Baja Area here.

[k4naru]

I'm from Toa Baja.

Xbox Live Gamertag: kev4naru

[Capt_Byakuya]

just got reply too and aparently my guitar replacement is on the way.. turns out i need to open a new one cuz my yellow pad from the drums are a bit cracked... hope these new controllers are better than the first ones....


anyway if anyone from PR wanna jam add me

PS3 gamertag Capt_Byakuya ROCK ON!!!

[k4naru]

"Greetings,

Thank you for contacting Electronic Arts Rockband Warranty Support.

I’m currently going over your RMA for your Rock Band replacement and it appears the shipping information you have sent us is incorrect or UPS does not recognize where this location is. UPS is not able to ship to APO, PO, or c/o’s.

Another possiblity would be that you hit back on your browser or your internet browser froze so it did not create a product to ship to you and we apoligize for this.

Please make sure the above information has been reviewed. By receiving this email you will need to create a new RMA in order for your item(s) to be shipped to you unless you live Puerto Rico or GU. We deeply apologize for not being able to ship to these areas and will continue to work with UPS and other shipping companies to find another way as soon as possible.

If you have a pre-authorization on your current card this can be removed.

Should you have any further questions please take a moment to review our FAQ site http://support.ea.com or Rock Band Support Phone number which is 1-650-628-1001.

Take care,

GM Drake
Electronic Arts"


Obviously there is still something wrong with the warranty service to Puerto Rico; and it seems to be a problem with UPS not with EA. I don't understand why they don't use USPS then? Or are they shipping replacements from outside the US?

[seele96]

"Greetings,

Thank you for contacting Electronic Arts Rockband Warranty Support.

I’m currently going over your RMA for your Rock Band replacement and it appears the shipping information you have sent us is incorrect or UPS does not recognize where this location is. UPS is not able to ship to APO, PO, or c/o’s.

Another possiblity would be that you hit back on your browser or your internet browser froze so it did not create a product to ship to you and we apoligize for this.

Please make sure the above information has been reviewed. By receiving this email you will need to create a new RMA in order for your item(s) to be shipped to you unless you live Puerto Rico or GU. We deeply apologize for not being able to ship to these areas and will continue to work with UPS and other shipping companies to find another way as soon as possible.

If you have a pre-authorization on your current card this can be removed.

Should you have any further questions please take a moment to review our FAQ site http://support.ea.com or Rock Band Support Phone number which is 1-650-628-1001.

Take care,

GM Drake
Electronic Arts"


Obviously there is still something wrong with the warranty service to Puerto Rico; and it seems to be a problem with UPS not with EA. I don't understand why they don't use USPS then? Or are they shipping replacements from outside the US?

DAMN IT, i just got that msg too! Why would they include PR in their address form if they know they can't ship here!?! Called EA, and they gave me the ol' send it to a relative in USA story. If it wasnt for the GH II guitar my RB experience would be worthless :mad:

Anyways, what are we suposed to do? I have no problem paying 10 bucks to send the faulty guitar upfront as long as they replace my guitar. Thats what MS did with the Red ring replacemnts here in PR. I can't imagine the furor americans would raise if a customer representative told them that they had to foot the shipping bill for their xbox replacement, but thats how it was here in PR. Why doesnt EA do the same thing?

[PollitowuzHere]

Im also getting the email from GM Drake, but I also just want to know if I can cancel the pre-auth. code in my credit card. I ain't going to be too happy to see a $125 hit to my credit card and no guitar to show for it. ANd what I want to ship is the guitar, my drums are excellent and same goes for the mike.

[seele96]

Is the pre-auth automatically canceled after the RMA is canceled or does one have to call EA or VISA to cancel this?

[k4naru]

I don't know. In My Questions where the RMA is, I pressed update my question and told them to cancel the pre-authorization charge in my card. I hope they do.

Well... it seems that Puerto Rico will have to wait. I hope that the day that they finally resolve this, it'll be the same day that the 60-day warranty period starts for us.

[Capt_Byakuya]

these are good questions and ill bet a lot of poeple like me are looking for the answers.... its like we are being ignored or something........:mad:

[Cutlass]

these are good questions and ill bet a lot of poeple like me are looking for the answers.... its like we are being ignored or something........:mad:
Hi guys. We ARE shipping to Puerto Rico. This should be happening now, and it should be continuing on an ongoing basis. If you submitted an RMA and you live in Puerto Rico and there's an issue, please update your support request on the website or give EA a call. If you call, ask to be transfered to a senior representitive. If you still have issues, PM Violet.

Thanks,

Michael

[k4naru]

Is this for real?:eek:

[seele96]

Apparently not >:(

I submitted a Express RMA and got the classic cancelation with the line of "if you live in pr blah blah blah". I then submited the normal RMA (the one where they send an empty box) and now my status has been updated to "failed".

My address and everything is correct, so I don't get why my RMA wasn't processed :-(

[maltinej]

no luck here either... still waiting... *twiddling thumbs*:rolleyes:

[Huitzilopochtli]

I have been checking the status of the replacement guitar on UPS with the tracking number I received but it still hasn't changed.
However, they did point out the guitar would take from 5 to 7 days to be ready to be shipped plus the time it would spend in transit and customs (another bad reason to use private couriers).
I guess it's a waiting game now.

I wonder if we apply for the "free game" offer. I would be happy just getting a working guitar (and soon, drum set). After all, I had to fish the bundle out of the trash! :rolleyes:

[seele96]

Hi guys. We ARE shipping to Puerto Rico. This should be happening now, and it should be continuing on an ongoing basis. If you submitted an RMA and you live in Puerto Rico and there's an issue, please update your support request on the website or give EA a call. If you call, ask to be transfered to a senior representitive. If you still have issues, PM Violet.

Well, I just called EA, and I just talked to a "senior representative" and she said that at the moment they still arent shipping to Puerto Rico. The lady said that they are working on it and that a statement from EA would be coming any day now on this shipping issue currently affecting Puerto Rico residents.

[cibernoide]

I got my replacement today in PR. How much do they charge you if you keep both guitars? I fixed the faulty one and want to keep both of them.

[k4naru]

I got my replacement today in PR. How much do they charge you if you keep both guitars? I fixed the faulty one and want to keep both of them.

What? When did you do the RMA?

Anyway, they charge you $125 dollars. Better wait till the guitars come out for individual sale in stores for around $60-$80. (Plus, they'll be one of the newer ones that actually work.)

[k4naru]

I just called EA and they told me that PR isn't covered yet. They also said that if my RMA says "Failed RMA" the hold on my credit card is removed automatically.

[yuyito]

Hi guys, just wanted to let you know that UPS dropped off my replacement guitar yesterday even though I had canceled my warranty claim weeks ago. I decided to fix the guitar on my own (which I did and it's still rocking hard) and forget about EA Support. I tried the new guitar and the strum bar feels nice but I will probably be returning the new guitar to EA and keep my current one. I kinda like the leaf spring mechanism on the old ones and don't want to risk getting a different version. A friend of mine who bought the bundle a couple of weeks after I did (I got mine on the release date) did experience some trouble with his guitar. When we opened it I found that the mechanism was totally different and it seemed even less reliable than the first batch of guitars. The strum bar felt extremely loose even though we tried to stiffen it up with some rubber bands. Instead of leaf springs, the strum bar pushes against some plastic switches, which is an upgrade from the crappy leaf springs, but they ended up using some crappy sponges for centering the strum bar which makes it feel extremely loose. Has anyone else had any experience with this different mechanism? And for those waiting on their replacements, be on the lookout for the UPS guy as he will probably be visiting you soon.

[EAxMetroJack]

I wanted to confirm that RMAs to Puerto Rican customers are being shipped out. We are aware that this process took a long time to complete and are still working on improving it.

If you have any concerns about your RMA to Puerto Rico either contact customer support on 1 (650) 628-1001 or send me a PM and I will check the status for you.

Cheers,
MetroJack

[maltinej]

I wanted to confirm that RMAs to Puerto Rican customers are being shipped out. We are aware that this process took a long time to complete and are still working on improving it.

If you have any concerns about your RMA to Puerto Rico either contact customer support on 1 (650) 628-1001 or send me a PM and I will check the status for you.

Cheers,
MetroJack
awesomeness... i filled out my RMA today for my guitar... yay!

[k4naru]

At last!:D Going to fill an RMA right now...

Thanks MetroJack!:cool:

[Capt_Byakuya]

it finally arrived and when i least espected, oh well guess ill send my old one back even though i fixed it myself...
good luck to all of u in PR opening new RMAs ;)

[Huitzilopochtli]

Likewise my replacement guitar arrived on the 18th (it appears they shipped them all at once!).
However, someone forgot to include the return labels, so I'm hoping they can send me those to finally return the defunct guitar.

Next step... new drums with an actual (hopefully) working yellow pad!

[mfouco]

Well, i filled my RMA with the support site, and the status reads 'Failed RMA'... I called the phone number above and they told me that they are still not processing to Puerto Rico? I PM Violet.. let's wait and see.

[EAxViolet]

I just wanted to let you know we have an official sticky up about Puerto Rico warranty and replacements.

http://www.rockband.com/forums/showthread.php?t=24979

I apologize that it took so long to get a process in place for you and I appreciate that you stayed with us to see this through.

~Violet

[mfouco]

Thank you...

[k4naru]

Hey guys! Don't get bored while you wait for your replacements.

Play the new Guiro Hero today:

http://www.guirohero.com/

Especially made for Puerto Ricans.:rolleyes: (I didn't make this)

Enjoy!:D

[DC_Skate]

Wow ! I thought us Canadians were getting the short end of the stick, then I came across this Thread - sorry to hear of all the problems you folks in Puerto Rico are having. Hopefully everything gets replaced ok for you.

[Capt_Byakuya]

i had to pay for it.... is this the way is gonna be for P.R.? can i get a refund on that

[seele96]

I got my replacement yesterday (placed it on the 9th of Jan and got it on the 28th after much complaining over the phone and online since they didnt ship to PR) and I also didnt get the return label.

I supose if I waited patiently for the new guitar to arrive, EA can do the same over my broken one. Does anyone know if UPS charges for residential pickups? or where there are UPS stores in the metro area?

[k4naru]

I got my replacement yesterday (placed it on the 9th of Jan and got it on the 28th after much complaining over the phone and online since they didnt ship to PR) and I also didnt get the return label.

I supose if I waited patiently for the new guitar to arrive, EA can do the same over my broken one. Does anyone know if UPS charges for residential pickups? or where there are UPS stores in the metro area?

Check your RMA status. If it says "Complete" you don't have to return your old guitar. I didn't receive a return label to send my old guitar back. I asked EAxMetroJack and he said that I didn't need to return my guitar and my status was changed to complete so my card would not get charged. I also had made the RMA a long time ago so I may be an exception. I recommend that you PM EAxMetroJack or EAxViolet and ask about that. If your status has changed to "Complete" you don't have to return anything. If not, and if you didn't receive return labels, I suggest you ask, and fast.