What is going on???

[donotbuyrockband]

I cannot get anyone from support to reply to my emails, I have just been told that I am going to get charged for my replacement drums because I have not sent the faulty ones back, yet I have not received anything, nothing, nada!

This has been 24 days now, I managed to talk to someone once, yet nothing seems to be changing.

Is anyone else getting really bad support? Are there really this many issues with this product?

[HMXJohnlok]

I suggest you call them:

EA (Rock Band) support phone number: (650) 628-1001

(moving to support...)

[donotbuyrockband]

Yeah, tried that one, they are useless, I have worked in support for years, the way HMX/EA are treating their customers is disgusting. I have used EA games for a long long time, dealt with their support in the past as well, I would be surprised if this was EA's fault...

And what is moving it to support going to do? Does anyone actually check these forums from the support team? Are either HMX or EA aware of what is going on, or are they just sat behind a desk counting their cash?

[mtitelbaum]

And what is moving it to support going to do? Does anyone actually check these forums from the support team? Are either HMX or EA aware of what is going on, or are they just sat behind a desk counting their cash?

<wonders if the OP will realize that it was an HMX dev that actually responded to him>

[donotbuyrockband]

<wonders if the OP will realize that it was an HMX dev that actually responded to him>

Oh, I realise, I just wonder if anything is actually going to be done about it. What is the point in calling a "support" team who just tell you to wait and it should arrive, or emailing and not getting a response? 5 emails, no response, 2 phone calls, 24 days, nothing. You think that is acceptable? You think a company that provides a service to someone should be allowed to get away with that? Do you honestly believe that I paid all that money for something that didn't work and has no support?

The only reason for coming on here was out of pure frustration, hoping that someone *might* be able to help. Is the HMX developer going to go to the warehouse and check up on my replacement? Is the developer going to apologise and offer me some sort of compensation? No. I want support, for a product I have paid a lot of money for.

[HMXJohnlok]

Do you have the tracking information for the replacement? Everybody gets an RMA# and tracking# when the replacement is sent out. If the tracking# says "delivered," you should follow up with the delivery agency. If you were required to sign for it and were not available, they may also be holding the item. Let me know.

[djbarg]

Do you have the tracking information for the replacement? Everybody gets an RMA# and tracking# when the replacement is sent out. If the tracking# says "delivered," you should follow up with the delivery agency. If you were required to sign for it and were not available, they may also be holding the item. Let me know.

Everyone does get an RMA & tracking # when the replacement is ordered, however if you failed to write it down when it is viewed in the support page from EA, there may be problems. I had the foresight to write mine down, but once the page is closed there is no way to get it back. I NEVER received an email from EA with any kind of update, even though it was stated on the support page that I would receive one (I did get my replacement hardware after about a week and a half). When UPS delivered the item, they did not wait for a signature, it was just left in my garage. It seems as if there have been numerous problems associated with sending replacement hardware that could have been avoided. EA should have sent emails out giving an update when hardware was shipped (easy enough to do through UPS software - it is called quantumview update) and they should have required a signature for UPS to deliver package (again easy enough to do through UPS shipping software). All in all, I would say that EA is providing poor customer service at best.

[donotbuyrockband]

Do you have the tracking information for the replacement? Everybody gets an RMA# and tracking# when the replacement is sent out. If the tracking# says "delivered," you should follow up with the delivery agency. If you were required to sign for it and were not available, they may also be holding the item. Let me know.

I have the RMA number and Tracking Number, when trying to track the item all I see is, billing information recevied.

Thanks

[roqIIDX]

I'm in a similar boat. I picked up Rock Band at a midnight launch.

By 9:00am that morning I discovered my guitar was defective and put in an order for a replacement (with express shipping). I haven't heard a thing back, and I was told that they would "be happy to work with you on a solution."

I love the game to death, but I have to admit this service really is quite bad... I suppose they're not entirely to blame, holiday rush season and all. But many people have posted stories about sending out their guitars and receiving their replacements and they ordered MUCH after I did. So what's the deal, I wonder...?

[RecallRockBand]

Just contest the charge with you credit card company. I sent my back my guitar on Tuesday and the charge is still showing on my card.

I also couldn't get an email response.

Its bad enough I am out $170 on this POS but now they are trying to get another $125!! This is BS.

By the way, the replacement they sent me stopped working after 40 minutes. I have been trying for over a week to get someone to send me boxes so I can return everything for a refund. I don't have the original packaging and I bought it online. EA made me pay to be a beta tester and they should have to own up to it now.

I think a class action lawsuit will be in the works shortly.