cyberdote
01-14-2008, 08:34 PM
Below are the comments I wrote at the end of their survey. The 7th paragraph has an example of an excellent product replacement program and customer support.
First off, I am a real life drummer and musician and I have 3 kids and their friends that play the game.
I have completely given up on the return process.
We are on our third guitar. The current guitar we have does not work correctly with the tilt sensor. The other two were the strummer that didn't work. We only use the guitar hero guitars with the game because the rock band guitars we have gotten have never worked.
We are on our third drum set and third drum pedal. The first two drum pedals cracked in half, so I built my on pedal from a real drum pedal so we could play. We no longer use your plastic pedal.
The third drum set now has the yellow pad cracked in half. If you get the one model that doesn't register hits, it won't crack. If you get the model that plays all the hits, then it will crack.
I think I will just build my own drums from remo practice pads and use your electronics to interface with the xbox. I can do this for about $50 including a custom made mounting rack, which is less than you charge for a new drum set that I feel will never work in its current design. My design will last forever and will register all hits.
I am a sound editor in LA and I work with digidesign products to do sound editing on my computer. When they discovered a possible defect that may affect SOME of the product they sold, they automatically sent everyone a new one, via FED EX, to replace the potential bad product you MAY have received from them. I didn't even know they were doing this until I received a new one from FED EX. This is just an example of how to treat your customers and do the right thing. And by the way, this was for a $250 newly designed product, the mbox 2 micro. So it is very similar to your situation.
I will not be returning any more products through your return process. All you do is just send me more broken or soon to break products. The right thing to do is to start from scratch and recall this stuff and send everyone working gear.
First off, I am a real life drummer and musician and I have 3 kids and their friends that play the game.
I have completely given up on the return process.
We are on our third guitar. The current guitar we have does not work correctly with the tilt sensor. The other two were the strummer that didn't work. We only use the guitar hero guitars with the game because the rock band guitars we have gotten have never worked.
We are on our third drum set and third drum pedal. The first two drum pedals cracked in half, so I built my on pedal from a real drum pedal so we could play. We no longer use your plastic pedal.
The third drum set now has the yellow pad cracked in half. If you get the one model that doesn't register hits, it won't crack. If you get the model that plays all the hits, then it will crack.
I think I will just build my own drums from remo practice pads and use your electronics to interface with the xbox. I can do this for about $50 including a custom made mounting rack, which is less than you charge for a new drum set that I feel will never work in its current design. My design will last forever and will register all hits.
I am a sound editor in LA and I work with digidesign products to do sound editing on my computer. When they discovered a possible defect that may affect SOME of the product they sold, they automatically sent everyone a new one, via FED EX, to replace the potential bad product you MAY have received from them. I didn't even know they were doing this until I received a new one from FED EX. This is just an example of how to treat your customers and do the right thing. And by the way, this was for a $250 newly designed product, the mbox 2 micro. So it is very similar to your situation.
I will not be returning any more products through your return process. All you do is just send me more broken or soon to break products. The right thing to do is to start from scratch and recall this stuff and send everyone working gear.
