EA support still incredibly incompetent - another testimony.

[Theuke]

My guitar crapped out (shocking, I know) a few days ago. I did the express replacement procedure, where they're holding $125 of my money and are supposed to send me a new guitar straight away.

Well, Hallelujah, I just received... a ****ing empty box!

UPS tracking reported the parcel as being 1.5 lbs. People with a 1.5 lbs parcel on its way, on an Express replacement, beware...

We've had reports of people doing the express replacement and receiving empty boxes for weeks now. How on Earth can this continue to be an issue? How completely clueless must one be to ship the wrong package, or how incredibly badly designed must their back-end database be to result in serial screw-ups?

Is there anyone over there doing their goddamn job? For crying out loud...

I'm gonna be out of town next week, and when I get back my replacement request will be more than 28 days old, which means you can bet they will want to cash in the hold, even though they can't be arsed to do their job properly and send me a guitar.

I'm going to try to call them. I hope to God that they're not going to even try and give me **** and suggest that I've actually received a guitar...

Summary:
WAY TO SUCK DONCKEY'S EA SUPPORT!

Oh, and Harmonix, I sure hope you guys are bugging the crap out of them, because it's your ass and your good name on the line too.


-a very disappointed customer.

[Theuke]

Update:

I just called. Results/impressions:

- main menu: "if you're calling for support for Rock Band, press 1; if you're calling for anything else, press 2";

- agent: she offered to recite me recipes for spicy food. Well, not quite, but since all she could see on her computer was "RMA completed", she couldn't help at all. The call was routed to the Philippines. She spoke correct English and was professional - no complaint here. It's just that she isn't given the tools to do her job;

- so she transfered me to a "Senior customer support representative". In vain, as apparently no one there (in the US) is answering the phone. They're supposed to work from 6am to 6pm Pacific. I called a 5:15pm Pacific, and was put on hold several time, still no dice. Anyone working over there or they're all playing Guitar Hero 3 in the conference room?

- they can't leave any note that will be seen by other reps, their system is not linked, so I'll have to explain the problem in detail again next time I call.

Results so far: none. I'm still not getting any lube.

[elite04]

it must be the box ive been waiting for for over two weeks now??

[MattWhoMattGreen]

If it is anything like when it happend to me they will try and tell you that they dont have any guitars to ship out right now, becuase they have had to send so many out. You will get one back as soon as we get yours.

Dont listen to this. I had to fight with the CSR for about 30 minutes but was finally put on hold so he could "investigate the matter". They finally went on and shipped me the guitar after arguing. It took another week for it to arrive though. I cant imagine what it will be like for you now that it is so close to Christmas. Good luck man, let us know how it turns out.

[Otheradam]

After hearing all these horror stories, I'm afraid to even send for a guitar replacement. I just did for my drums because the red pads are not registering quick hits. Waiting for that to come will be fun.