"Expedited Shipping RMA", 10 days and no guitar?!

[colpanic]

I'm sure this is the 100th thread about this, but since I've filed multiple follow-on support requests without even a response; I suppose I may as well complain in public.

The FAQ claims 1-5 days + 2 day shipping... so when should I REALLY expect the replacement guitar? It's been 10 days and the UPS tracking number shows that it hasn't even been delivered to UPS yet.

I'm having a NYE party, largely based around this game and can't even get an answer from EA on when to expect delivery. If the company is 100% dedicated to customer support, I'd expect a follow-up email at a minimum.

You placing holds on peoples credit cards for expedited shipping, correct?

-Todd

[colpanic]

Update: My friend, who purchased rockband even after I told him about the strum issue.. got the same bug... He ordered a replacement days after I did, and he already received his.

Is there an actual human I can speak to at support? Does anyone have a phone number?

Thanks
Todd

[EAxViolet]

I'm sorry about the delay in getting your replacement. Can you PM me with your RMA number so I can check on this for you?

~Violet

[colpanic]

I'm sorry about the delay in getting your replacement. Can you PM me with your RMA number so I can check on this for you?

~Violet

For some reason I can't find the PM button here :) But my ticket # on the EA support site is:

Reference #: 071215-009681

If you need the UPS just let me know.

Thanks for following up.

-Todd

[colpanic]

PS: Here's why I couldn't make PM work :) I just created this account yesterday.

vBulletin Message
Your administrator has disabled private messaging.

[EAxViolet]

Not a problem. I'm checking on this and will let you know what I find out.

~Violet

[EAxViolet]

I don't know why your replacement did not go out but we are looking into it so it can be avoided going forward. It looks there was a disconnect on our end during the processing of your replacement box. You should get an updated tracking number today and hopefully your peripheral will get there in time for your party.

My apologies for that error.

~Violet

[Chenzo]

Hrm...

I'm having the exact same problem with a pedal I've requested.

Violet, I don't want to clog your PM inbox, but should I send you my info? It's been about 2 weeks. (And I also used the expedited shipping)

[EAxViolet]

If you'd like me to follow up please PM me and include your RMA number, incident number, and details about the issue (including which peripheral/platform the request was for). Some issues I can rectify directly and for others I can make sure they are investigated and corrected by the most appropriate team.

~Violet

[Chenzo]

Heh, I too have my PM ability turned off. Go figure.

My EA incident number is: 071216-010279

It's for the drum pedal for the 360...

I recieved a tracking number for UPS, but it's been on "Billing Info received" for 2 weeks or so.

[TheRocker]

I know dude , I have the same problem. I have been waiting 12 freaking days for my replacement guitar and nothing , I tried contacting EA via their site but no respond what so ever..

Incident #:071218-013535
"My administrator has disabled PM" How can i give you my RMA ?

[jmwgomz]

Same issue here! It's already been a week and UPS has not even received the package!

Incident# 071221-002916

[TheRocker]

I really hope this problem gets solved..