EA support is awful. Lied to again this morning.

[casmith7509]

I returned my guitar, which EA received on the 17th.

They closed my ticket on the 19th.

I still have not received my guitar.

I called early this morning and the rep tells me that it hasn't shipped and is just listed as billing info received.

She takes no ownership and is basically blaming "they" (they didn't ship it, they must have messed something up, they, they, they)

Well apparently "they" have to help me also because the rep tried to get them on the phone and couldn't. She then takes my email address and promises me a response within 2 hours. It has now been about 4 hours with no response. The rep's attitude doesn't leave me with much hope that anything is actually being done. She wasn't rude, she just sounded like she really didn't care and wasn't going to jump through hoops to do anything.

Anyone have any ideas on the next step?

EaxViolet can you help?

EDIT
Well someone actually called me instead of e-mailing me so that was nice. They said that they aren't sure if my guitar has shipped or not because there is a tracking number but it wasn't scanned in. He said I should wait until Saturday and call back if I haven't received it.

So I'll wait till Saturday but man things there sound clusterF'd. Everyone I talk to always sounds confused and no one is ever sure of anything.

[casmith7509]

The more I sit here and think about this, the more pissed off I get. I don't think I've ever experienced customer support this bad.

[EAxViolet]

I apologize for the bad experience you've had thus far. If you do not get a proper update in the timeline the rep gave you, please PM me with your incident or RMA number and let me know so I can follow up from my side as well.

~Violet

[TribalDancer]

I am sure this is addressed in one of the many related threads, but there are so many and so many posts within them, it is hard to locate.

What is the current timeline on returns? I applied for the credit card-hold return option, and got my UPS tracking number and it says "Billing Information Received" today. Not sure what that means, but am curious what the wait time is running right now, post-Christmas.

We are just eager to play our Christmas gift, and rock!

[EAxViolet]

The express option (the one that uses the credit card hold) takes 1-5 days for us to process and then is sent to you via 2 day air. So it shouldn't take longer than 7 days to get your replacement (and can take as few as 3 days). If it does go over that timeline you should contact Support to have them check on it for you (or PM me with your incident/RMA number so I can check on it from this side).

When you ship out your fault peripheral (in the box your new one came in), that comes back to us via ground which typically takes 3-5 days. Then it takes 1-5 days to process the returned item. So it may take up to 10 days (or as few as 4) from the time your ship your return for your Status to show that we verified it. At that point the hold is removed and the 28-day timer is halted so that you won't be charged.

~Violet

[Yateball]

The express option (the one that uses the credit card hold) takes 1-5 days for us to process and then is sent to you via 2 day air. So it shouldn't take longer than 7 days to get your replacement (and can take as few as 3 days). If it does go over that timeline you should contact Support to have them check on it for you (or PM me with your incident/RMA number so I can check on it from this side).

When you ship out your fault peripheral (in the box your new one came in), that comes back to us via ground which typically takes 3-5 days. Then it takes 1-5 days to process the returned item. So it may take up to 10 days (or as few as 4) from the time your ship your return for your Status to show that we verified it. At that point the hold is removed and the 28-day timer is halted so that you won't be charged.

~Violet

Curious what your official timeframe for Canadian express RMA's is?

Thanks

[EAxViolet]

Due to the customs process we have to use currently to ship out of country, it can take at least 2 weeks to get a replacement to a Canadian address. I am hoping we can improve that going forward, but that is the expected timeline at this point.

~Violet

[Yateball]

I assume that the 28 days timeframe I have to return the guitar to EA will be extended due to the delay of Canadian RMA's?

Also how fair is it that the hold on my credit card has to be on there so long when the website still quoted me something like 5 days?

I can't afford to not have access to this money for that long!

[White_Rider]

You can be certain that if it says "Billing Information Received" in the tracking information, your replacement has NOT shipped. Don't let them try to tell you that UPS just hasn't scanned it in and try calling back in a few days. I fell for that too and eventually had to call back again. What they are basically telling you (in a disguised way) is that the package just isn't ready yet and you should just wait a few more days.... though the CSR's that you talk to on the phone probably really don't know if it has shipped or not.

[EAxViolet]

I have reported the concerns about the credit card hold for Canadian users but am not sure at this point if or when the process might be updated. If you could PM me your incident number, I can escalate it and see what can be done for you.

~Violet

[AddictedtoKaos]

I have reported the concerns about the credit card hold for Canadian users but am not sure at this point if or when the process might be updated. If you could PM me your incident number, I can escalate it and see what can be done for you.

~Violet

I have the same concern as I have $500 worth of holds on my Credit Card. I would be very upset if I have this charged to my account as I wont even see my replacements for 3 weeks.

[EAxViolet]

You can be certain that if it says "Billing Information Received" in the tracking information, your replacement has NOT shipped. Don't let them try to tell you that UPS just hasn't scanned it in and try calling back in a few days. I fell for that too and eventually had to call back again. What they are basically telling you (in a disguised way) is that the package just isn't ready yet and you should just wait a few more days.... though the CSR's that you talk to on the phone probably really don't know if it has shipped or not.

There is actually a period of up to two days where the EA status can be "Parts Shipped" but the UPS status is still "Billing Received". That is because our Parts Shipped status means that the replacement was processed and staged for UPS to pickup. UPS does not always pickup the boxes the day we process them, thus the delay. However, if you item has been in "Parts Shipped" for over 2 days and you still don't see a UPS tracking update, please contact Support and have them check on your replacement.

~Violet

[Yateball]

These forums won't let me PM you... if you give me an address to send it to, I can give you the number.

[LongDarkBlues]

Hey EAxViolet - I'm in the middle of the exact same situation as the poster here.
Well, except that I shipped back my guitar over 3 weeks ago. I tried to PM you about it with my reference umber, but I get the "Your user account may not have sufficient privileges to access this page." error when I try - so I can't also send you my RMA # - can I just post it here?

[Jaacar]

You're right. EA support is absolutely horrible.

Nobody there has any clue about what is going on. Talking to one rep you'll get a story about 'Rock Band isn't released in Canada yet', another you'll get 'It'll take 2-3 weeks to process that RMA because you're in Canada' and another you'll get 'No, no delay, 2-3 business days'.

What is the proper story? Who has the power to get the proper story not only to us but those who answer the phones? This is absolutely rediculous. That entire support team (or whoever is responsible for it) should be fired. Period.

Eaxviolet - What is the OFFICIAL story? Please post it here so we can quote it and link it to the EA support people and they can stop giving us bull**** answers and actually DEAL with these broken peripherals.

[casmith7509]

Alright so my guitar didn't come on Saturday. I'm not surprised. No one I talked to seemed to know anything for sure. I can't PM you EaxViolet cuz PMing is turned off or I haven't been registered long enough. Want me to just post the info here or send to an email address?

Thanks

[casmith7509]

Bump for Violet.

[eddieopus]

Ok I must say that EA support so far for me has been excellent. I really feel they went beyond what they needed to do. I am the kind of person that expects to argue with customer service people because that is what we usually as consumers need to do to get anywhere with companies that dont care if they lose 1 customer. Well when I go off the phone with EA I felt cheated out of the boost to my blood pressure that I am used to. I can not go into details abuot my problem beacuse I'm sure people would take advantage of EA but I truly came out ahead in the deal.

[Daesania]

You can still send PMs, just the long way, click on Rockers at the top of this page, click on your inbox, and compose a message to EAxViolet, message should go through fine.

[casmith7509]

Oh cool I'll try it that way.

[casmith7509]

Ok PM sent. Hopefully this will resolve things. I can't get anywhere with support on the phone. THey all act like they don't know what is going on.

I don't even have a tracking number.

[Jaacar]

Ok PM sent. Hopefully this will resolve things. I can't get anywhere with support on the phone. THey all act like they don't know what is going on.

That's because they don't. Nobody has given them the correct information because (my guess is) there isn't any 'correct' information to be given yet.


I don't even have a tracking number.

Again, (in my opinion based on talking to the support team) you won't get one until they actually start processing the RMAs, and from what I was told, it isn't until at LEAST the second week in January, most likely the end of January.


Hopefully EAXViolet can straighten this whole thing out and give us the real honest proper story.

[casmith7509]

Umm wow that is F'd up. They told me they thought it shipped but weren't sure. Then they said there was a tracking number but it was never scanned...

[justforthemusic15]

I am in that SAME situation right now.
"Billing Information Recieved" is all I read anymore.
I sent out our screwed up guitar on the 2nd and haven't recieved anything.
We used the basic shipping.
What's up?:(

[Frederf]

When you ship out your fault peripheral (in the box your new one came in), that comes back to us via ground which typically takes 3-5 days. Then it takes 1-5 days to process the returned item. So it may take up to 10 days (or as few as 4) from the time your ship your return for your Status to show that we verified it. At that point the hold is removed and the 28-day timer is halted so that you won't be charged.

~Violet

Thank you for this information. I returned an Express RMA on either the 4th or 5th of January and neglected to get a tracking number for the package. Brings the running time on return to 7-8 days which is inside the 4-10 day window you mentioned, shipped from SF Bay Area, California. I created the RMA process on Dec. 28th so I have till the 24th before I get charged (When does the 28-timer start ticking again?)

Aside issue, but is it possible to recover or whatever a UPS tracking number on a return shipment after it was dropped off at a UPS store? UPS is currently in the process of losing 2 other packages currently (trace dept. of GuitarCenter.com is 14-days backlogged) so I'd like to monitor its progress so I could start solving any problems before the 24th if at all possible.

Thank you for your help.

[scrubclubrecords]

Hey there Rock Band and EA support people...

Only a few days after sending my guitar back to EA, I got a UPS tracking number, but for weeks now all the status has

said is "Payment Received" for 2-day air. Does this mean that EA paid for fast delivery service, and now is waiting to

use it? I don't quite understand, never seen this come up in tracking before...

My incident # is 071219-002130
Tracking # is 1ZW1A1828791462614

Any help or info would be greatly appreciated. I'm missing out on all the new songs to play! Starting to get lame

waiting...

MadHatter
http://www.scrubclubrecords.com

[EAxMetroJack]

Hey there Rock Band and EA support people...

Only a few days after sending my guitar back to EA, I got a UPS tracking number, but for weeks now all the status has

said is "Payment Received" for 2-day air. Does this mean that EA paid for fast delivery service, and now is waiting to

use it? I don't quite understand, never seen this come up in tracking before...

My incident # is 071219-002130
Tracking # is 1ZW1A1828791462614

Any help or info would be greatly appreciated. I'm missing out on all the new songs to play! Starting to get lame

waiting...

MadHatter
http://www.scrubclubrecords.com


Hi scrubclubrecords,

I'll look into that but could you also PM as these posts get buried quickly on the Tech Forums. I will reply to your PM with the info.

Cheers,
MetroJack