Beware of EA trying to screw you on replacements!

[jeepman83706]

So I got an email this morning from EA. Below is that email and then my response to that email. I debated putting in my P.S. part, but I was on a roll "stickin' it to the man" in my email, I figured what the hell?? lol

Original Email
************

Date: Fri, 14 Dec 2007 05:10:38 -0500
From: dmicu@riverstarsoftware.com
To: greg_*******@hotmail.com
Subject: Reminder to return Rock Band item


Dear Greg,
We trust you have received your new Xbox 360 Guitar by now and are enjoying the Rock Band experience! However, it has been 20 days and we have not yet received the faulty Xbox 360 Guitar you’re returning to us.
To avoid a charge to your debit or credit account, please return your faulty Xbox 360 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 Xbox 360 Guitar.
Rock on, Greg!
Electronic Arts

************************************************** ***********************


My Response
***********

From: greg_*******@hotmail.com
To: dmicu@riverstarsoftware.com
Subject: RE: Reminder to return Rock Band item
Date: Fri, 14 Dec 2007 10:49:34 -0500

Dear Sir or Madam,

Allow me to correct the information you provided below. I received my replacement guitar, UPS Tracking # 1ZW1A1828797611317, on 12/3/2007. Today is 12/14/2007, so actually, it has only been 11 days, not the 20 you specified below.

In addition, I sent the original guitar back on 12/7/2007, UPS Tracking # 1ZW1A1829095159304, and it was received 3 days ago on 12/11/2007, Location: Dock, Signed by: YICEL.

I thank you in advance for not charging my credit card.


Sincerely,
Greg *******

P.S. How's that free EA game coming along? You know, the game we were promised in the following email received 12/1/2007, due to your long delay on shipment of the replacement instruments?



Greetings Rocker,

Congratulations on your purchase of Rock Band!

After reviewing our records, we see that your recent request for a replacement guitar has been subject to an unacceptably long delay due to a late shipment from our manufacturer.

By the time you receive this, your replacement guitar should be on its way to you. However, the Rock Band team is committed to providing a world-class customer experience and we do not believe we have met this commitment in connection with your request. As a token of our appreciation for your patience and understanding, we will be offering you a FREE EA game. Details will follow shortly.

We are sorry if your first experience with Rock Band has not met your expectations. We hope our gift will show you how committed we are to your satisfaction.

Thank you,

The Rock Band Team

[Kingfish]

Awesome...yeah i've kept my tracking info too. Its a must! Good headsup tho...let us know how this turns out for ya.

[Shillelagh Law]

The holding charge from my first replacement guitar is already off my card. Good thing you kept your tracking numebr info.

[EvilGopher]

How long did it take the replacement to reach you from the day you requested it? The 28-day hold starts the day you request the replacement, not the day you recieve it.

[jeepman83706]

How long did it take the replacement to reach you from the day you requested it? The 28-day hold starts the day you request the replacement, not the day you recieve it.


That's crap. Why would someone be "punished" for EA's own ineptitude at sending stuff out on time? Yeah, the billing info was received on 11/20, but UPS didn't get the actual package to ship out from EA until 12/1. That's why we're all getting free games! :)

[steelcurtain187]

Damn, what a joke!

[Nate Finch]

The 28-day hold starts the day you request the replacement, not the day you recieve it.

Wow, that's completely unreasonable. It should *at least* start from when they ship out the guitar to you. If they take longer to process it, why do you get less time to return it?

[ChiefWiggumPI]

I'm glad that I'm not the only one waiting on this supposed "free game". I figure they are taking the time to see how they can screw us out of that too. If not, I fully expect to be receiving Madden 94 in the mail, or some other aincient game.

[chilip]

Has anybody else noticed that his email came from a domain that doesn't appear to be Electronic Arts?

Is this normal?

[ChiefWiggumPI]

Has anybody else noticed that his email came from a domain that doesn't appear to be Electronic Arts?

Is this normal?

Mine came from a different address than that: ea_outbound@mailca.rnmk.com.

[ericdrum]

Yikes. I was stupid and didn't keep the tracking number of both my drums and my guitar that I sent back.

[eeenvyyy]

if they're basing the 28 day return thing on when you sent in for the request.. i'm on day 21 right now and i didn't get an email about this.

[Schreibs21]

I waited like 2 weeks before I sent back my replacement guitar and I never got any email, in fact I never got any sort of email from EA even when I reguested a new guitar and kick pedal, but I just checked my status on both of them because I sent the 2 broken ones backto them last Saturday and now both RMA's say complete.

[5150]

ChiefWiggumPI
-------------------------------------------------------------------------------

I'm glad that I'm not the only one waiting on this supposed "free game". I figure they are taking the time to see how they can screw us out of that too. If not, I fully expect to be receiving Madden 94 in the mail, or some other aincient game.


I nearly pee'd my pants.:o

p.s. I know its not the place but, My Guitar works but the strum bar seems flimsy. And when i play bass on Enter Sandman, I always seem to miss the fast notes in sucsession. And my timing is pretty good. I'm used to the "clicking" sound from the gh3 guitar. Is this strum bar supposed to be flimsy? It doesn't seem to center itself quick enough while slashing.:confused::eek:

[EricExecution]

Ha, at least you have received your replacement. It's been two weeks since I sent mine in, and I haven't heard a thing back from EA yet.

[Thee Production]

Has anybody else noticed that his email came from a domain that doesn't appear to be Electronic Arts?

Is this normal?

Riverstar Software is the company EA used to set up their replacment website, so that one makes sense. No idea about the other one though.

[glide]

I got the same email. F'ing BS since I had to wait 3 weeks+ for my replacement to arrive. Glad I kept my tracking info...

[osirisbunnyfoofoo]

I'm glad that I'm not the only one waiting on this supposed "free game". I figure they are taking the time to see how they can screw us out of that too. If not, I fully expect to be receiving Madden 94 in the mail, or some other aincient game.

Another email stated that there is a LIST of games that you get to choose from.

So make your decision between Madden 94 AND Madden 95 now.

[davidshek]

Riverstar Software is the company EA used to set up their replacment website, so that one makes sense. No idea about the other one though.

In case anybody's interested what those 2 domains are...(I've edited out the phone numbers, since they're not really necessary, but this is all publicly available information at any website where you can do a WHOIS query)

Domain Name: RIVERSTARSOFTWARE.COM

Administrative Contact [676244]:
John Conneely admin102@conneely.org
20 Danada Square West
Suite 260
Wheaton
IL
60187
US
Phone: +1.##########


Domain Name: RNMK.COM

Administrative Contact, Technical Contact:
Hostmaster hostmaster@RIGHTNOWTECH.COM
Hostmaster
RightNow Technologies
40 Enterprise Blvd.
Bozeman, MT 59718
US
###-###-####

So...anybody know how RightNow Technologies is related to EA??