Replacement Guitar box comes, but NO GUITAR

[ar3tardedllama]

My old guitar I bought in the bundle broke so I sent it in, and I got another box about 2 weeks later and nothing in it, so, I go to EA Support website and sent them a question and they said they'll email me within 24 hrs with an answer.. It's been 2-3 days and no email. So I found EA Support line's phone number and the hold time is so long it's not even funny, so I am pissed off and I want my guitar back and I can't get ahold of anyone at all about it.

[tp500]

Seriously hearing all of these terrible stories, myself am waiting on the boxes for my pads and geet, makes me just want to not play Rock Band until everything gets resolved and EA gets their s/h/i/t/ together. I haven't experience the horror yet, but I'm sure I will.

[ar3tardedllama]

oh, you have no idea I wait 2 weeks for an empty box, put my guitar in it, and all excited for it to come back another couple of weeks, open up my box, nothing at all in it just another box that says Xbox 360 Rock Band Guitar, but nothing in there

[IamTetsuo]

Well they sent me a guitar, but they sent the wrong version. And you can't use 360 controllers on the PS3.

Still waiting to hear back from costumer support as to what I should do with this controller I can't use.

[ar3tardedllama]

What makes me mad is I cannot contact anybody, I tried the EA Support website for Rock Band and twice they told me they will email me in 24 hrs and the 1st time was a week ago and the 2nd time was 2 days ago... I tried to call but the hold time came to 20 minutes so I hung up

[tp500]

I dont understand how a company can notice all these malfunctions and not say, holy effing s/h/i/t/ we messed up big. I mean, how do you NOT notice there is nothing in a box that is being shipped out to someone. They need to fire their staff and get some people who know what they're doing. I really hope they issue and worldwide recall on this crap. It's ridonkulous.

[ar3tardedllama]

I know.. if they aren't going to do anything at all, I want my damn $179.99 back!!

[tp500]

Indeed, it's pretty sad. I think I might just forget about sending in my stuff when the boxes get here, and wait till I start hearing that things have gotten sorted out much better, and then send my stuff in. I don't want to send my stuff in and then have it lost or not come back for like a month. I'd rather play with one broken pad and just start using GH2 guitars. It's awful my god. I can't believe all the stuff I've been reading.

[MrGlass214]

Same thing happened to me, llama, but I took the route in which they would send me a new guitar and I would send mine to them afterwards. I wait four days, and they send me a box with no guitar (if there was a guitar in it, it would have been a 360 guitar anyways, which is no good for me). I then write an extensive e-mail to them. It's been a week now, and nothing.

I feel for you, man.

[tp500]

Absolute b/u/l/l/s/h/i/t what's happening right now.

[AlteredAnxiety]

I've been waiting nearly a month for what was supposed to be a 2 day airmail shipment. I actually got a hold of EA on the phone and they said that they knew about the problem and figured that replacements would be easier than delaying the game. I understand where they're coming from thinking that drums and singing would be enough to hold us over but waiting for months to get replacements is a bit ridiculous.

[Bearclaw]

That's a little scary, we just sent in for a new guitar. Here is to hoping they actually send the guitar. It was a pain in the ass trying to navigate ea's support site, I got error codes for a good half hour before it finally worked. They have some serious internal issues that need to be resolved.

[kindanasty]

im having the same problem as the guy 2 post above me were we are supposd to get the guitar first. so i fixed it my self and everythign perfect except i have a 200 dollar bill on my CC and EA has shty automated responses and i cnat contact a live ****ing human to ask if there is any way i can just send the box back since it has nothing in it to begin with.

[Bmulley]

So I created an account just for this post, and this looks to be the best thread to put it in.

I created a request for an express RMA replacement on December 4th after my strum bar stopped working properly. On December 10th, my request status was changed to "Updated by EA", then again on December 17th. December 18th I submitted an additional question wanting to know about the status updates that had no details on them.

Today I received a new, Agent-submitted RMA and the following message:

Greetings Joe,

Thank you for contacting Electronic Arts. I apologize. In looking at your previous rma it appears that it was not sent out as it should have been. I have created an express rma for you (at no pre auth), that should arrive within 4 - 6 days. The rma and tracking numbers are below.

Your RMA number is: *
Your UPS tracking number is: *

Again, my apologies.

If you have any further questions or concerns please reply to this email or visit our extensive knowledge base online at http://support.ea.com.



Anyone who is feeling frustrated with the support, I assure you I am currently feeling the same frustration threefold. The person replying to me was extremely kind in their wording and their assurance I will receive my guitar soon, but waiting a month just to hear that my guitar wil be on it's way is flat out crazy.

Comments and suggestions here are more than welcome.

[elite04]

sorry i cant help but laugh, im in same boat welcome to the F***ED OVER BY EA CLUB!

[ar3tardedllama]

Everyone, if this happens to you, call up EA Support line and wait on hold for a while, I waited 45 min., and the people you talk to are really, really nice and I got ahold of them and now they are shipping me a brand new guitar in 3-5 days

[jheath6]

Well I received my replacement guitar in the mail today after having the express thing done that they put a 125$ hold on your bank account till you return the old one....Guess what? I guess they didn't fix much. My broke guitar does work on the up stroke and the one they sent me doesn't work on the down stroke 90% of the time and about 60% of the time on the up stroke. So I have to send the same one back and then do the whole thing over again. I called customer service and they were like " oh sorry" That does me a lot of good.

[xXChaosGambleXx]

@ar3tardedllama

Where did you find a number to call ea

[Bmulley]

I finally received my replacement guitar. But the box is very clearly labeled PS3 guitar. My RMA request clearly says Xbox 360 guitar. I'm hesitant to even open the box. On hold for support now. For those of you who pray, pray for my patience.

Update: Sure enough, PS3 guitar. They asked me politely to ship it back and they'll ship me a replacement 360 guitar. My patience prevails for now, though I think I'll call again tomorrow to see what we can resolve with this.

[Bmulley]

I checked on 1/3, and found out that they had accidentally set up a Standard replacement instead of an Express. I called, sat on hold for an additional 30 minutes, spoke with someone to get the issue resolved, and then asked to be transferred up to a supervisor. After an additional hour on hold, my issue has been resolved, I'm supposed to have a 360 guitar on its way to my house, and the Supervisor has taken care of compensation for my well-over-a-month without a functioning guitar.

[Kazer-X]

I was also sent an empty box. An EA rep said that they would get it all worked out and would send me a replacement guitar. 2 weeks later I finally get an email confirmation for 5 guitars and 5 tracking numbers. 2 days after I get an email from a rep saying that the guitars were canceled and that they are working on it yet again. It's nearing a month now.

On a side note, they still have not removed the $125 hold on my card for a bass pedal that I sent back over 2 weeks ago.

It seems that people can't understand what I'm saying on the phone because I'm sick so I gave up on calling EA support. My voice changed into a very deep/low tone and if I try to speak up my voice cracks and I can't say anything. Guess I'll wait till I get better and then call... Slowly losing my patience...

[thetrout]

I feel the pain. I got the empty box and mailed in my broken guitar a month ago. I still haven't gotten my new axe, but my friend HAS, and he mailed his broken guitar in two weeks AFTER I did. I submitted a question to them a few days ago and, of course, the "24 hour response" is a joke since I haven't heard a peep from 'em yet.

Oy vey.

[shapcool]

Glad to hear I'm not the ONLY one with EA Customer Support problems. This is unacceptable. I received an empty box, and have been on the phone THREE times to get a new guitar shipped. THREE! I'm going to call my credit card company and dispute the charge. If EA doesn't fix their issues, they're going to be getting a class action for sure.