Troublesome Support - Lying, Non shipment

[sickdaddy]

Here's my experiences with support.

11.20.07

Rock Band Released. Guitar Broke. Signed up for replacment guitar online.

11.23.07

Found out 'small preauthorization fee' is $125. Called. Cancelled express shipment. Requested standard replacement process. Non-English Rep told me the box should be on the way.

11.24.07

EA Support called me about previous phone call. Non-English Rep from before had cancelled the wrong order, so my card was still being charged. Current English Speaking support fixed the problem.

12.03.07

Received empty box. Packed guitar in box.

12.04.07

Shipped guitar to EA.

12.11.07

Called EA. Guitar received by EA on 12.10.07. Expecting two day shipping for guitar to return to me. 40 minute phone call regarding this and why I didn't receive offer for free game when requested replacement guitar on first day. After customer service told me I wasn't eligible, and my first RMA was not on the computer, I asked to speak with supervisor, who 'found' my missing RMA and told me I was in fact eligible for the free game, and not all the e-mails have been sent out yet, and I should sit back and expect it any day, but could not give me an exact date when those should be all out.

12.17.07

Called EA to find status of shipment. Non-English customer rep told me that package was in transit and I should wait a day or two to see if it shows up. No tracking number, ship date, or any other information was given to me. Asking about the free game I was eligible for, he said he could provide no information. This between his constant pauses for lack of fluent English. Asking to speak to a supervisor, I was told I could receive a call back on the next day. I requested that call back.

12.18.07

EA Called back. English speaking representative told me that my guitar was never shipped for some reason. Said it would be entered into the system to ship. Asked why I was told it was already in transit. Reply was "I don't know".

Asked about free game I was eligible for again. After 10 minute hold, Customer rep listed off games and said she would forward my request to the appropriate department.

First time I received any email regarding my replacement was today.

------------------------------------

Today marks not only the 4 week anniversary of the game being released, but also the 4 week anniversary since I requested a replacement guitar.

I feel like I have to beg EA to give me a replacement guitar, calling back weekly, and being lied to by people who don't even understand the English language.

I took it on good faith when EA and Rockband told everyone that they would handle this issue and we would be rocking with new guitars soon. Unfortunately, I have not found this to be the experience so far.

4 weeks of waiting to hear that they forgot to ship my guitar is not acceptable customer service. Even with a free crappy game, I still feel like I was scammed.

[ChaosElement]

Wow, that sucks dude.

[sickdaddy]

it does. Here's a lesson to be learned. The customer reps who have a hard time speaking English end up ****ing things up, or lying for some reason. If you get one on the phone, ask to speak to a supervisor

[HollywoodBound]

Why do they even hire people like that? Is there not a test for this type of a job? Not trying to be racist or anything like that but it's a little rediculous and frustrating for your customer base.

[sickdaddy]

It's not racist, it's a fact that customer support in non-native languages is always subpar with any business. I'm sure someone speaking Chinese, Indian, Japanese, etc. would be upset to get an English speaking customer service representative as well.

I hope that my situation is a rarity and no one else has had to go through this.

[sickdaddy]

I wanted to throw a thanks out to HMXSean, for his quick replies and help in getting my problem into the right hands. Thanks!

[CowboyGP]

I'm in a similar boat. It took me a few days to take the time to log on to the EA support website to request a replacement using the "normal" (no credit card) method.

11/28 I received my empty box.

11/30 Sent the original guitar back.

A couple of days later, in an attempt to check the status of my order, I accidentally issued a second RMA.

No emails ever arrived from EA concerning my tracking number, etc.

12/3 A check of "My Questions" on the support site indicated a return shipment, so I expected delivery around 12/5. And I did receive a package from them. Unfortunately, it was a 2nd empty box which was sent because of the 2nd RMA.

12/5 I sent the following:

I chose the "normal" option for returning my faulty RB guitar controller. I received the empty box and sent the controller back via UPS (in the box you sent, with the shipping label you provided) on 11/30. My "my questions" page on this site indicated a return shipment on 12/3, so I expected my new controller today. And while I DID receive a shipment from you, sadly it was ANOTHER empty box.

I have never received any confirmation emails from EA for this issue, and only know my rma number because I had the foresight to print the final page of the warranty request. I have read on the RB forum several accounts of people with faulty controllers receiving a free game along with their replacement. While I didn't expect any such thing when I first returned the faulty one, I would appreciate the concession now. The only thing that is keeping me from totally losing my patience is the fact that I have a GH3 Les Paul (that has worked flawlessly since day one).

I absolutely love the game, and understand that difficulties can be expected from the first port of any new release. I just feel that some type of "good faith" gesture is in order on your part, in addition to expidited shipment of my actual replacement controller.

I can't imagine that you don't have my email, as it is my user ID for this site.

12/6 I received a message on "MQ" that the CS rep had closed my second RMA "...so there should be no more confusion." And that I should expect an email with the tracking number for my new guitar.

12/10 I placed another message on "MQ" when I had realized where the 2nd RMA came from. I explained that particular glitch was my fault and that I hoped they were tracking the proper RMA.

The rep wrote back the same day (12/10) to ask me if I had used my credit card for the return. Considering that the opening sentence of my first question (and thus the heading of my "MQ" page) reads: "I chose the normal option for returning my faulty guitar controller" AND the fact that I assume the CS folks have the same list of comments and responses available that I do, I can only assume he was overwhelmed with info and didn't read back in the history before responding.

12/11 I wrote back that no, I hadn't used a CC for the return.

To which he responded on 12/11: "Another email will be sent shortly that will contain the tracking number for your new replacement guitar."

as I said... to date not a single email has reached my inbox from EA CS other than those announcing a reply to my "MQ" page.

12/13 I sent the following comment on "MQ":

Still no email, so no tracking number.

Approaching 2 weeks in limbo. I understand the demand. I understand the season, etc. But those only describe the wait, not the lack of information.

Somewhere, somehow there is a new guitar controller with my name on it. Where is it and when can I expect delivery?

12/14 he responded:

Have you packaged you old guitar and sent it back through UPS? Your tracking number indicates that your package has not been sent back. Please let me know and I will definitely make sure we straighten the situation out with our Distribution Center.

uurrgh!

I wrote a looong response that night with the entire history of my claim, but I must have been auto logged-off or something because it never went through. I checked the MQ page today and saw that it wasn't there, so I posted this:

Weird, I responded on 12/14 but apparently it didn't go through.

I refer you to your response from 12/6 in which you told me my original guitar had been received and the new one would be shipped shortly.

As I feared, it seems as though the 2nd RMA I opened on accident (that you cancelled on 12/6) has become the one you are looking at when you tell me that my original guitar hasn't been received. I didn't see any reason to return an empty box for a cancelled RMA.

The number for my first RMA (the guitar you have received) is: rma691####

So while I felt pretty reassured there for a couple of days, I'm beginning to think that I've been lost in the shuffle. And you'll notice the glaring lack of a response to my request for a free game.

I will say that Brian, the CS guy from EA has been quick to respond and clearly wants to help. And he's the only rep I've had to deal with so far, so I don't have to keep re-explaining the situation. I have a feeling that without my mistake of issueing the 2nd RMA and if he'd looked into the history a little more that one time, I would likely have my replacement by now.

While I won't hold this over the heads of EA, HMX, Activision or MTV I do expect some sort of token gesture on their part. I think that a large part of the problems so many of us have encountered have to do with the fact that thie game was released right before the holidays.

Mostly, I'm just REALLY glad that I have the GH3 Les Paul. I would have totally lost it by now if I wasn't able to play the guitar/bass parts at all. So kudos to them for the backward compatability for the 360.

I'll report back on this thread as new info comes in.

[sickdaddy]

Well, it appears that finally my guitar is in UPS's hands, and I will receive it tomorrow. 32days after requesting a replacement.

Although I am happy to be getting my guitar back, I am still quite angry that I've had to fight tooth n nail for it, wasted over 100 minutes on my cell phone plan (which caused even more trouble) with customer service who didn't speak English at all (and another 30 minutes with customer service that did speak English), only left with a portion of my warranty, and question whether or not I will get the free game I should be getting which is worth about a third of my troubles regarding this whole fiasco.

I doubt I will enjoy the game as much as I'd hoped. Still as of now, I get angry about the whole situation everytime I look at anything to do with the game. I think EA/Harmonix had good intentions with the replacement plan, but very poorly executed.

[Nate Finch]

Why do you guys do the non-credit card replacement method? It's so clearly the inferior return method. I requested a new guitar on Monday around noontime, it arrived at my door Wednesday. Total time between me filling out the request online and me rockin' out on my new guitar? slightly over 48 hours.

[Jaacar]

Why do you guys do the non-credit card replacement method? It's so clearly the inferior return method. I requested a new guitar on Monday around noontime, it arrived at my door Wednesday. Total time between me filling out the request online and me rockin' out on my new guitar? slightly over 48 hours.

Could be a couple of reasons for this. First, they might be kids and not have a credit card and mom/dad won't let them put $125 hold on their cards.

Second, it's Christmas time and they might not have $125 to put on their credit cards.

Third, they already have $170. I realize it isn't a 'charge', merely a hold, but according to these forums, multiple people have had it threaten to turn into a charge because EA hasn't finished processing an RMA return on their end.

Fourth, the 'regular option' states 2 day delivery as soon as they receive the product as well, so if they don't mind waiting a 'few' days more for their shipment to arrive at EA, then they shouldn't have to use the 'express' option.

Personally, I'm in Canada and have broken instruments. The EA website will not allow returns, even though I can walk down the street and buy the game at EB Games (could yesterday too). They will be getting no more of my money ever (not in a hold, not in a charge, not in a new game). This is the biggest fiasco ever for a video game product launch that I can think of. Not even the Halo 3 RRoD was this bad.

[drgnmstr44]

Why do you guys do the non-credit card replacement method? It's so clearly the inferior return method. I requested a new guitar on Monday around noontime, it arrived at my door Wednesday. Total time between me filling out the request online and me rockin' out on my new guitar? slightly over 48 hours.

You do what you can afford to do at the time. When my guitar broke the first time, I had the money to do the express RMA. This time I have to do the normal option since I don't have that 125 anymore.

yes the express time is technically faster and I didn't have any problems with it, but the normal replacement process states 2 day shipment from EA when they receive the guitar. Hopefully I'll get the new guitar back soon.

[elite04]

ea sucks!! harmonics sucks!!! support sucks!!!! empty box still not recieved after almost a month now! seems if you put a deposit you get support! its xmas people! i dont have 125 dollars that can be tied up on a credit card!! from what ive read its good i didnt !! but i agree with the thread and your not alone!!!!!

[sickdaddy]

Why do you guys do the non-credit card replacement method? It's so clearly the inferior return method. I requested a new guitar on Monday around noontime, it arrived at my door Wednesday. Total time between me filling out the request online and me rockin' out on my new guitar? slightly over 48 hours.


Well, I have a debit card, not a credit card, and they take it out of your account to put on hold. I cannot believe you actually read the post and think that this is the issue with them forgetting to ship my guitar and closing the RMA after receiving my guitar I sent back and lying about shipping it.

[BAzombie]

Well, it appears that finally my guitar is in UPS's hands, and I will receive it tomorrow. 32days after requesting a replacement.

I doubt I will enjoy the game as much as I'd hoped.


Only reason I'm sticking with it is because the game ROCKS. If they can make controlers as rugged as the GH I and II guitars this game will be the king of the music genre. If not ..... :mad:



Mostly, I'm just REALLY glad that I have the GH3 Les Paul. I would have totally lost it by now if I wasn't able to play the guitar/bass parts at all. So kudos to them for the backward compatability for the 360.


So if it's alright for the 360's, why the trouble with the PS3 patch ? Does MSoft have a hand in on screwing over us PS3 players ? :eek:

[Tossedaswell]

real profile name: ZayneAsh

I'm in the same boat as many of the people who early posted in this thread. Week of release my guitar was bad straight out of the bundle. Got the box from EA to send it in with no problem, but since then, no replacement. I've tried repeatedly to contact EA over this matter, but in return I've only received automated emails to my various complains, and when I have called, costing me even more money that I don't have to waste over this issue, EA Support has only lied and infuriated me as they simply run me around in circles, refuse to deal with the problem, as they kick back and drink egg nog laughing at the fact they already have all my hard earned money. Again and again they claim that both my replacement guitar and box for my kick pedal have shipped ... when anyone with a single brain cell can look up the UPS website and see that in fact NEITHER have shipped.

I know most people want to say 'be patient' or something to that effect, but it's BS that I slapped down $170 for a game that I can't even enjoy properly, as its literally been reduced to Karaoke Band because the peripherals were clearly handed off to the lowest bidder to make. Oh sure, I can use my other 360 guitar that came with Guitar Hero II if I wish, but the problem I have is I didn't PAY for a guitar for Rock Band to NOT HAVE IT. Besides, I like to play with my friends and without the peripherals to do so, what's the point. Also, if I just wanted to play Guitar Band ... I already have Guitar Hero I, II, III and Encore, so why buy Rock Band if I wanted to just play guitar all day? I truly loved playing the drums and I feel completely robbed of the experience due to these non-stop issues and lack of any will to deal with them by EA and whoever else in is charge of handling them.

Now, I know its the holidays and shipping can be a mess, but how hard is it to send something out in less then a month? Even worse, how hard is it to send a empty box for my kick pedal? A day or two, okay, but anything longer then that shows a complete lack of any desire to participate in that thing called, Customer Service, which for a company as big as EA, should already be second nature. I don't care if they don't have any more boxes in the warehouse, give a employee the company card and send them off to a store to buy some if that's what it takes. It doesn't matter how backed up you are, this is completely 100% unacceptable by even a lazy person's standards.

I've already run out of patience with this whole mess, especially with the Customer non-Service portion, which has only been amplified by the fact I feel like I'm getting screwed by every single company that makes up the Rock Band non-experience. I mean, I haven't even been able to log on as my actual profile to even list my issues on the site, and it took forever to even get a fake one set up just so I can say my peace on the site. No one should be forced to create a second account just because they can't access their original and they don't receive any emails to help rectify the issue even after multiple days.

And as for those that have posted on this thread, 'why didn't you just go with express'

Not all of us have a Lamborghini in the garage. Some of us have to carefully watch where our money goes and when. You add this to the fact its the holidays, and most of us are strapped beyond capacity as it is. The idea of having another $125 missing out of our accounts, even for a short period of time, just isn't possible, even on a good day. For myself, after spending $170 on the game, another $125 on top of the holidays just isn't going to happen, and honestly, it shouldn't have to happen.

In the end, I don't really care who's fault it is over each part of these many issues that I and others have been having, but I really hope that each of these individual aspects get handled soon and properly by those that are a part of the process. Dealing with them all at once is far too much and truly ruins any enjoyment that could have been had this holiday season with Rock Band, as that's all I really wanted to play, but cannot.

[Steakweed]

My USB hub fried, taking my mic with it on the 24th of Nov. I went right ahead and submitted an express request via the internet that same night. I received no conformation email. 2 weeks later I called up and was transferred to a Sr. tech (Ask for them first, they speak English) who told me she was sorry for the wait; she said "I apologize that you are experiencing a delay with your microphone RMA. It looks like it got stuck in the system for a brief period and now it looks like it's back on track to ship out to you."
She told me that she would send a new USB hub without a pre-authorization; which I received, 3 days after the call. But alas, no mic. Today (two weeks later) I called because on Monday it will be 30 days and I will be getting charged. I called in the morning and was told that the person answering the phone couldn't do anything to help me and I would have to talk to a Sr. tech who wouldn't be in until 8 am pacific. I waited until 9pm pacific (I wasn't able to call earlier) hoping to speak to a tech, no such luck. I was told that they would call my on Monday. When I asked about getting charged, I was told that the tech on the phone couldn't do anything about that and I could speak to a Sr. tech when they get back. Thank you EA for making this the last product I will ever buy from you, I was given a 20$ coupon for their store and I will never use it now. They told me that I don't have to use it, to buy a game for a friend or family member. But why would I want to frustrate them too? Perhaps I could buy an EA game for an enemy.

[adamcole]

Why do you guys do the non-credit card replacement method? It's so clearly the inferior return method. I requested a new guitar on Monday around noontime, it arrived at my door Wednesday. Total time between me filling out the request online and me rockin' out on my new guitar? slightly over 48 hours.

I have a hard time trusting a company that knowingly sold us defective equipment the first time around asking for my credit card information "just in case" they don't get the broken-on-day-one guitar they sold me less than a week ago. It's like they are pointing the middle finger at us while they say not to return the defective equipment to the retail store you purchased from and require CC info to get a replacement in a timely manner.

An example might be going to buy some fast food. Now, they already know someone took a piss in the fry vat and at least 50% of all customers are going to be eating a little urine with their meal but they sell it anyway. When someone comes back saying the fries taste like pee they are told they can send the remaining/uneaten old fries back to corporate HQ via snail mail but they aren't allowed to resolve the issue at the restaurant. After corporate gets the old ones they send you some more (...didn't I just buy them and they tasted like piss? You want to give me more piss-fries? Thank!) They also let you know that they will give you some more fries right away if you want to give them your credit card information to hold onto while they wait for corporate to confirm you sent the old fries back. They are trying to stick it in your pooper all the while you can't get the taste of piss out of your mouth and they act like you should be thanking them for their generosity.*




*not the best example but close. I was bored.

[griffinmills]

I think one of the big lessons to learn here is not to cancel or change anything once you place an "order" be it an RMA or anything else. :(

We should all also learn that blue is incrediby difficult to read on this background. :P

This being the "biggest fiasco ever for a video game" is such hyperbole that I think it gave me cancer! :)

Folks slagging on "non-english speaking reps" need to have a moderator send them a warning in PM. Just a warning, nothing "on the record" or serious that kind of talk is very likely the kind of thing to get taken the wrong way and become a Very Bad Thing.

I aplaud those that are thrifty enough to go non-credit card on this but I must warn anyone that fears any sort of "fiasco" occuring to go with the credit card version. Even if something then happens on the CC version just call up your bank/whatever and tell them to fight the charge and explain. I've never had Bank of America fail to get my back on this kind of thing.

Sorry for everyone that has had problems!

[dimes4040]

Over the past week Me and a few other have been experencing problems when playing songs online. When we finish the song it doesn't end. the board keeps going for up to five minutes. We really would like to get some answers to this problems.:confused: