Waiting over a month for a replacement guitar...

[conRAD]

Hi there. I felt the need to come here and vent my frustrations and possibly find an EA rep who isn't somewhat braindead.

Late november, a day or two after the game came out, I had a faulty guitar. My credit card sadly was maxed, so I opted for EA to send me a box to put my guitar into, and send back to them.

That all went off fine without a problem. They recieved the guitar November 29th according to UPS.

It is now Janurary 3rd and I am still without a guitar, and every time I speak to EA about it, I get a new excuse, the latest somehow blaming this on me.

At first, I was told UPS was having delays due to the holidays and I would get it soon. They provided me with a tracking number, and UPS said they recieved the billing information. I accepted this, and waited, and waited. I finally contact UPS and they tell me the fault was on EA's part, that they never recieved my package to send back.

I contact EA again, and wait a while. I am then told...

"It appears the package was returned to the shipped and ended up back at our warehouse. That could have been due to an error with the address information.

Because the item was returned there will not be a charge for it, however a new RMA will be needed."

Aside from not being sure what "package was returned to the shipped" means - I am now told there is an error in the address and will have to start the process all over again? I'm not even sure how. I asked for further clarification and so far haven't had a single response.

Also, how COULD there be an error in the address? EA sent ME a box, and I recieved it. Then I sent it back to them, and they recieved it. Obviously, everyone had the right information and the addresses were fine.

I've contacted EA again, but still haven't had a response. My original RMA incident number is 071123-008245 I believe. I'm not sure if that is right, I was never e-mailed an actual number, but that is from my EA support site as the "Reference #".

My current open ticket is Refrence #071227-022244. I had another before that one which was closed which is 071220-009251.

Can i PLEASE get some support here?

[Dartagnan64]

Im sorry, but the best yoou can expect from EA is an apology and eventually a guitar. They've really undergone a transformation lately.

When I phoned about my broken guitar Dec 14th they were really friendly and apologetic about not replacing my broken guitar in Canada. They were the same the second time I called. The third time I sensed a trace of exasperation and now they seem to not give a damn when I call and complain about yet another SNAFU in the return process.

But if it makes you fell better I've had a broken guitar for just as long and I've not had it replaced despite doing the "express delivery". Haven't even seen a tracking number yet.

Consider yourself lucky in that your at least halfway through the process.

[EAxViolet]

conRAD - I apologize for the delay on your replacement. I checked out your incident and escalated it to our top tier Support team to ensure you get your replacement as soon as possible. If you don't get an update from them within 48 hours, please send me a PM and I'll follow up on it for you.

Dartagnan - I'm sorry if you have had any trouble with Support for Rock Band. If you have an incident number or know who you talked to, I'd be more than happy to follow up and make sure any issues are corrected. I hope I can help by clarifying some of the Canadian warranty processes. Due to the current customs process our warranty service has to go through it may take at least two weeks to get the RMAs processed and shipped. You should get an update within that time, though, and if you do not please PM me and let me know.

~Violet

[goose1]

Hi HMX. I've also been waiting for my RMA to be processed here in Canada. I purchased the game in the US when it was released, and my guitar was broken after a few days. The upstrum used to work...but now not even that works anymore. I submitted my express RMA request on Dec 22nd, but it still hasn't been looked at. If I try phoning the support line to speak to someone...I just end up on hold for 30+ minutes.

I've seen the bundle being sold in stores here in Canada, but they won't accept returns and I'm stuck having to wait for the RMA process without any guitar to play the game with. Is there anyway to know when my RMA will be looked at? It still says "New RMA". Thanks.

[Dartagnan64]

Dartagnan - I'm sorry if you have had any trouble with Support for Rock Band. If you have an incident number or know who you talked to, I'd be more than happy to follow up and make sure any issues are corrected. I hope I can help by clarifying some of the Canadian warranty processes. Due to the current customs process our warranty service has to go through it may take at least two weeks to get the RMAs processed and shipped. You should get an update within that time, though, and if you do not please PM me and let me know.

I guess my concern is that the website is unclear for Canadians. It talks about express delivery but ever mentions that it is anything but express for Canadians. ANd I don't uderstand the "customs issue" if you are shipping the game to Canada already. I've ordered many items from the US over the internet with express delivery and it typically takes 3-5 days. If other companies can do it, why can't EA. And since EA had to be aware of the guitar issues, you'd think they would be a bit more prepared to support their warranty.

I think 8 weeks for a replacement guitar is unreasonable. I think once Canadian RMA's are being processed, those of us that have been without working hardware for 4 weeks should be moved to the top of the list. And I think that should have been offered from the very beginning when I began phoning EA over this issue. Instead I get a blank apology and thrown into the normal queue. It is very disheartening to hear some people in the US have gone through 2 replacement guitars since Xmas and I've not even been able to request a replacement for a guitar I purchased 4 weeks ago.


Here's a reference number showing the EA repsonse to my RMA request and my response. Still waiting on an email to indicate I have an active RMA. Not holding my breath for understandable reasons and it wouldn't surprise me if my phone converstaion from last night was completely fruitless: Ref - 071221-012353

[EAxViolet]

I guess my concern is that the website is unclear for Canadians. It talks about express delivery but ever mentions that it is anything but express for Canadians.

Here's a reference number showing the EA repsonse to my RMA request and my response. Still waiting on an email to indicate I have an active RMA. Not holding my breath for understandable reasons and it wouldn't surprise me if my phone converstaion from last night was completely fruitless: Ref - 071221-012353

I will request that the process on the site is made clearer for Canadian users so that you have proper expectations and information on how the process works. We are working to improve this and I will let you know when we've made changes. (Check the Rock Band Warranty sticky for updates.)

As for your RMA, it appears to be in the system properly but can you let me know which platform/peripheral your RMA was for so I can double-check for you? Canadian RMAs should be processed and ready to ship within about two weeks of submitting it; if you don't, please let me know so I can follow up.

~Violet

[tribefan064]

I have been waiting over a month for a replacement guitar!! I hope someone like Violet can help me out here. EA received my defective guitar (strum bar stopped working) on Dec. 5th. I waited and waited, then mid Dec. I was told by a SUPERVISOR that a new one would be shipped in 4 business days. Well again I waited and waited and called again a few days before Christmas to be told that my order somehow "became dead in the system"!! Once again I was given yet another RMA number (I have so many now!!). On New Years Day morning UPS dropped off my shipment of what I thought was my new guitar (finally!!!!!), but instead it was an empty box!! I called EA support right away and of course I heard some more apologies and that a new order would be placed (again) and he told me it would be done right this time. Well here it is Jan. 4th and I called (because I never received my tracking number by email like I was told I would), and found out the order was never placed!!! Once again I have received another RMA# and another tracking number and I am really doubting I was ever receive my replacement guitar and also wondering if by some miracle I do if it won't also be defective and have to start over again!! My incidence # is 080104-003280. I would greatly appreciate if someone can tell me what the heck is going on here!!!

[EAxViolet]

Tribefan, I checked on your incident (080104-003280) and the date it was created is listed as today (January 4th) based on that it should be shipped out in the next couple days.

~Violet

[elite04]

ive been waiting since nov 17 for a box. still nothing!! someone from ea called my phone last night but i didnt recognize the number being only 5 digits im thinking BILL COLLECTOR or something disguizing the number! they left a message and said you cant call me back ill try again later, i waited , and no call was recieved! i guess this is average for there service history with me. im not a pushy person im just very dissaticefied with service from this company. maybe some day they'll get the information i send them and send me a box for my guitar i keep sending themquestions like wheres my BOX for my guitar. i keep reading how others here keep getting there boxes and guitars in the mail with problems in between if i just had a box at least id know that someone was at least doing thee job!! so far im not very sure that anyone actually works shipping recieving,and if they do are they mentally competent enough to place a shipping label on a box? ive *****ed and complained on this site now for a month at least now my rockband has about an inck of dust on it in the corner of my garage! my 4 kids have forgotten about it almost and have givin up as if it was broken and never fixable ,just 189.00 plus a bs warranty from gamestop down the drain ! thanks for providing my family with an hour of entertainment for $200.00 HEY sounds like i got a hooker doesnt it, i mean i got f***ed over for xmas ,whats the difference?:mad:

[EAxViolet]

Elite, do you have an incident number? I would be more than happy to check on that for you. Also, if you have a preferred call back time I might be able to add that to the notes on your incident so you know when to expect it.

~Violet

[elite04]

violet i have about six actually. try this? rma7000731 everyone else has! my phone is available 24 hours you can callme now if you like? really what good will it do? if i dont get a box to ship my guitar? im still at the beginning of the process!! i still have to deal with the recieving and resending and tracking of the whole thing!! this is going to be very exciting from what ive read!!!LMFAO! could be more fu n than the game?

[jooecool]

I just called the support line and got what sounded like a bunch of stock excuses. I was sent a tracking # for my shipment shortly after i submitted the information on the website. I have not seen the ups data update any since. It still says billing information received. I called to see if there had been a problem with shipping. I was then told there could be a week of processing. The website made no reference to this. I thought it would ship that day or the next since i was letting ea put a $120 hold on my cc. I've now read some of the forums and am a little anxious to find out how long my cc will have this charge(not to mention my lack of a guitar). If anyone has any information on this it would be very appreciated.

Jooe.:confused:

[elite04]

just look up all the forums in advanced search under my chat name it will give you a reasonable clue: elite04

[EAxViolet]

I just called the support line and got what sounded like a bunch of stock excuses. I was sent a tracking # for my shipment shortly after i submitted the information on the website. I have not seen the ups data update any since. It still says billing information received. I called to see if there had been a problem with shipping. I was then told there could be a week of processing. The website made no reference to this. I thought it would ship that day or the next since i was letting ea put a $120 hold on my cc. I've now read some of the forums and am a little anxious to find out how long my cc will have this charge(not to mention my lack of a guitar). If anyone has any information on this it would be very appreciated.

Jooe.:confused:

Jooe, if you PM me your incident number I can check on where in the process your RMA might be and give you a better idea about when you can expect it.

~Violet

[jooecool]

my incident # is 080102-016172

[EAxViolet]

It looks like UPS picked the box up from us (likely yesterday) and it's in transit. UPS shows they've scheduled the delivery to you for January 7th but you should check your UPS tracking number periodically as it may be sooner than that depending on when it gets to their distribution hub.

~Violet

[jooecool]

thank you for quick assistance i see that it has been rescheduled for monday.

[GabrielRea]

I got my Guitar, after a month....to bad they sent me a PS3 guitar when I have a XBOX 360! I have since opened another incident (#080102-011880) to explain this screw up and have yet to get a response.

[Jesus Of Suburbia]

I'm in the same situation as you man,the newest tracking number they gave me still says "Billing info Received".I'm really getting tired of waiting.

This is my RMA number if anyone knows what's up: 071207-005655

[Rinker]

Violet,
I have been through the whole process of getting a box and shipping it back to EA (on 12/06/07) and now it has been almost a month and I'm still waiting to get my replacement guitar back. Can you help me?
My incident # is 071124-005198

~Rob Rinker

[GabrielRea]

I'm starting to catch a wiff of a class action on the wind......

[TRILL_972]

im also nearing a month....im not sure whats going on anymore cause the one i sent back to ea has already been received and yet i have gotten another empty box

(incident#071206-008091)

[GabrielRea]

I think thats the best one yet... LOL (not funny for you though, sorry)

[Jimmik]

I am in the same boat, my guitar broke on day one and I have yet to receive a replacement. On the other hand, EA managed to send me a new drum pedal and an empty coffin for my drum pads, so I'm guessing they have the right address still.

[GabrielRea]

Violet has been quiet... either her boss reprimanded her for providing good customer care or she is super cool and is down in the shipping dept. Kung Fu kicking the apes in charge down there.

[Rinker]

"I have been through the whole process of getting a box and shipping it back to EA (on 12/06/07) and now it has been almost a month and I'm still waiting to get my replacement guitar back."

I bought the game the day it came out and my guitar came with a broken whammy bar. I would have just taken it back to the store and gotten it taken care of that day but since we get the pink slip in our box saying we have to send it back to EA, I thought ok, I'll try that. After waiting on a box to ship it back and shipping it back to EA, now I'm waiting for them to send me back a guitar.
The game came out Nov. 20th 2007. It's now Jan. 4th 2008.
I've tried finding out something from the EA support page but it tells me nothing and I've gotten no response back from anyone.

My incident # is 071124-005198

[goose1]

Hi Violet. Is there anyway you can check on my RMA? This is my reference #: 071222-007901. I purchased the bundle on Nov 20th in the states, and sent my RMA in on Dec 22nd when it was available for Canadians. It's still listed as "New RMA" and I've sat on hold for over an hour now waiting for customer support and am just wasting money in long distance charges. If it's supposed to take 2 weeks to process, then my 2 weeks would be this coming Monday. I don't totally understand how come the people in the states got their guitars within 2-5 days, and were also offered a free EA game in compensation for having to deal with defective product. I can understand a little delay because of customs, but it would be nice to see similar treatment up here too....especially since I've had a busted guitar just as long as people in the states. Anyways, any help would be appreciated. Thanks.

[EAxViolet]

Hello, everyone. There are a lot of RMA inquiries in this thread and I will try to get to all of them. For future reference, if you PM me with the information it is much easier for me to keep track of (since threads move around a bit and my PM box is nice and orderly).

I'll post again when I have updates for the rest of the RMAs in this thread, though. :)

~Violet

Oh no! GabrielRea knows of my secret martial art prowess!

[Tirade]

Violet I sent you a PM earlier, if you need any other info please let me know.

[EAxViolet]

Ok, I did a run-through all of the RMAs that you posted here that I don't think were in my inbox (if you did PM me I will respond to you as soon as I can!). If I missed someone, please PM me with the information so I can follow up.

Gabriel, Suburbia, and Trill - I verified the errors you were reporting and have escalated your RMAs to our top tier support group to be resolved. We should get you your replacements as soon as possible. If you don't see an update on those by Monday, please PM me and let me know.

Rinker - Due to the error in your RMA, our Support team has setup a new one to get you a replacement. I have PM'd you with the details so you can track it.

Goose - I understand you are coming up on your two-week window. If you don't see an update to your RMA on Monday, please PM me so I can follow up and make sure everything is going through properly. I have also reported your feedback concerning compensation for Canadian RMA users and I apologize for the delay and frustration you've had with the process thus far.

I hope that helps! As I said before I will be checking my PM box as well for further inquiries.

~Violet

[Koneesha]

I never got my guitar back. I sent it in about 4 weeks ago and hvenot got it back yet. SO whats up with that?

[Rinker]

Thank you Violet!:D

funny thing...I started playing the drums today after not touching my game for over a week. I get about 20 songs in and my drum pedal snaps.:mad:

I did the cc replacement this time around lets hope it works faster.

Thanks again Violet for taking the time to help us out.

~Rob Rinker
www.myspace.com/rinker

[Jimmik]

Violet,

What should you do if you have no recorded RMA? I've sent my guitar back over a month ago, and my email inbox has emails of both other incidents of broken peripherals. And my information obviously must have been given to EA and must be right because I received the empty box to ship my guitar back in. Thanks for any help or advice.

[tribefan064]

Tribefan, I checked on your incident (080104-003280) and the date it was created is listed as today (January 4th) based on that it should be shipped out in the next couple days.

~Violet

Thanks so much for your quick reply, and I really really hope you are right, but dealing with customer support for a month now has left me kinda cynical. I have been told 3 or 4 times that it will be shipped and something has always happened to prevent it. (1st time nothing shipped for whatever reason, 2nd time order had died in the computer system, 3rd time an empty box, and 4th time order was never placed due to some kind of computer problems.....so I am told as the 4th excuse). I also find it strange that when I shipped the defective guitar back it arrived back to EA the very next day. I don't see why I am being told time after time that I will receive it in 4-6 business days. I am seriously thinking that EA can't manufacture the equipment fast enough to ship out to all the people whose equipment is breaking......and that is why I am getting excuse, after excuse, after excuse as to why it is taking so long. I hope that this isn't the case.

[tribefan064]

Yeah, my empty box will make good kindling for the fireplace (since EA support doesn't want it back), but you sure can't play an empty box! EA has had my broken guitar for a month now.......so why they keep sending empty boxes is beyond me. Like I posted earlier.....I am wondering if EA can't manufacture the equipment fast enough to meet the demand.

[xer0_vip3r]

i have been waiting for about 2 weeks for mine. My Reference number is 071218-007064. I spoke to someone last week and she said that my guitar was recieved and the new one would be shipped with in a couple days.... that was a week ago. and still nothing whats the deal?

[GabrielRea]

Thanks Violet! I got my new tracking number. we'll see how long this will take and if they even send the right thing.

[thetrout]

Violet, I've been waiting over a month now for my replacement guitar too. I opened the RMA on December 2nd and got the empty box really quickly. I mailed off my broken guitar on the 11th with UPS and haven't heard anything since. Could you check on it for me? The reference number is 071202-005415.

I'd PM you, but for the life of me I can't figure out how. Every time I try and view someone's profile, it says I don't have permission.

EDIT: Thanks, Tirade! PM sent.

[Tirade]

Violet, I've been waiting over a month now for my replacement guitar too. I opened the RMA on December 2nd and got the empty box really quickly. I mailed off my broken guitar on the 11th with UPS and haven't heard anything since. Could you check on it for me? The reference number is 071202-005415.

I'd PM you, but for the life of me I can't figure out how. Every time I try and view someone's profile, it says I don't have permission.

Look for the stickied post at the top of the Tech Support forums to find out how to send a PM

[thetrout]

Look for the stickied post at the top of the Tech Support forums to find out how to send a PM

Yee-ep, I'm a moron. Thanks, Tirade! PM sent.

[Rexilopolopolillious]

Incident:071209-001054 on December 8th. No indication of when/if I will ever see my guitar or play this game again.

Not sure how this happens. I feel pretty frustrated that I have had NO correspondence with my initial support request. Doesn't EA send e-mail notifications on where a guitar is in the system? Has mine shipped? Should I expect a delivery any time soon? How do I find out?

This has been FAR from a positive experience. My family was hoping to enjoy the game for the holiday season as I had time off from work and the kids off from school.

How can a person go about getting a refund if they choose to? I'm not quite sure I like my $$$ being used in this manner.

[conRAD]

conRAD - I apologize for the delay on your replacement. I checked out your incident and escalated it to our top tier Support team to ensure you get your replacement as soon as possible. If you don't get an update from them within 48 hours, please send me a PM and I'll follow up on it for you.

~Violet

While I thank you Violet for having my RMA fixed quickly, the guitar I received back has the same exact problem I sent mine in about. The overdrive goes off the moment I get it, without having moved the guitar at all, and sometimes just wont go off. The guitar also seemed used. I'm not sure if that is the case, but a few of the buttons were dirty, as was the strum bar. Just seemed off to me.

But regardless, after my two months of waiting I am back at square one.

[BeerMeMan512]

Violet or any support,
I seem to be in the same boat as many of the people posting here. My process started on the 11th of December. I received the empty box in the mail about a week later even though I chose the express method and provided my cc info. A charge hasn't shown up on my card so I'm not worried about that (yet). I shipped back the broken guitar and have heard nothing else. The last update I have seen is that the empty box was delivered to my address. Can you please give me an update on this replacement guitar? I would like to know where it currently is. Below are all the numbers I have received:

Your RMA number is: rma7069079
Your UPS tracking number is: 1ZW1A1828790616398
Incident:071211-004903

I sent a request to update on the ea website, here is the incident #:
Incident: 080110-007297

[elite04]

i got my guitar finally and it works great it only took a month and a half of complaining. i did the fix mods and now have two guitars. so now i can have a bass as well it took you guys a long time and sent out a new guitar instead of fixing the old one . also i got $20 for the wait! the downside is that i have to order something from ea lol.but thanks anyhow!!!!!oh btw look up my posts and see whats going on if you dont know already!!

[Pastadude]

RMA7253626

I'm having the same problem, been waiting since the 31st of December. (Really not all that long, I'm not that angry either I have the GH3 guitar which is badass for it's wirelessness) I just want to know how long it takes on average to deliver.

[Railrider]

Pastadude,

It's good that you have a GH3 guitar to use with rock band, But the fact remains you should not have to do that, My kids are using the GH3 & GH2 guitars they already had to play rock band, While We wait for EA to remove thier heads from thier respective A$$e$! It seems they have really dropped the ball on customer service here. Has anyone considered Legal action against EA, With just whats on these forums we would have a strong case.

[Pastadude]

I'm actually pretty content and happy with the game but there are plenty of annoyances. My drums are acting up too now. They don't always connect and register. I would love another GH3 guitar. If it were up to me, I'd tell EA to send me another GH3 guitar cause it's the best controller out there. Alas, I cannot.

We would have a strong case. I thought I heard of a class action suit against EA. HMX should've just stuck with Red Octane.

[kgivens]

Just want to add my name to the list of people stuck in "where's the replacement" hell. Three weeks ago was given a UPS tracking number---but according to UPS, that instrument still hasn't shipped. Called EA this week, nice CSR said they'd ship another one "right away"---got another UPS tracking number...two days later...it still hasn't shipped. I can't tell you how unhappy my kids are. This was THE single Xmas gift this year, and it's sitting here broken.

Wish EA would make this right.