The OFFICIAL "I ordered a replacement guitar and I got it or still waiting" Thread

[Zeus974]

pretty much the topic explains this thread. Since I had to order a replacement I am still waiting on it. (I knew I would be as it's only been 1 day since I placed the order" but other people have been waiting since tuesday. So, post here, explain the problem with your guitar and what day your ordered your replacement. THEN, once you get your guitar post if it's working or not and when you recieved it.

Problem with guitar: Down strum feels loose, won't register
Placed order on 11/22/07
Status: Billing Information Received
Shipped To: PHOENIX, AZ, US
Service: 2ND DAY AIR

[johnnyboy23]

My strum bar wouldn't register
I also ordered mine 11/22
2 day express to Chicago, Illinois

[GregoryHarbin@gmail.com]

Problem with guitar: Down strum doesn't work most of the time, or double-registers
Placed order on 11/22/07
Status: Billing Information Received
Shipped To: MATTHEWS, NC, US
Service: 2ND DAY AIR

[Schandlich]

Ordered mine on 11/22 around 11PM PST.

San Diego, CA
2 Day Air

[Zeus974]

what was wrong with it Schandlich?

[JPing76]

My down strum doesn't work...when up-strumming...it makes a loud "Click" sound. Basically it's a hardware defect that can't be "fixed" with a patch. Normal use...for only a few hours.

Requested replacement last night (11/24) - Express

[imagine]

Been waiting since TUESDAY - no freaking word -0 OR CONFIRMATIOn on tracking # I did express shipment. And I have no idea what is going on. Terrible Idea to release a game near a holiday. Customer support seemed extremely confused. I should have seen a Tracking # by now. Because this is stupid dickoulous.


I know a lot of peoples strums are broken but my Guitar out of the box came broken - The IR reciever will not even turn on.

[guan69]

My guitar won't even sync with my 360. Straight out the box the damn thing didn't work.

I filed for my replacement on Wed morning and I'm hoping my guitar shows up sometime before the end of next week. Whenever I check on the status of my tracking number it just gives me the details but no actual status (i.e. shipping, in transit, etc).

Anyways, I really hope this new guitar works because it would suck to get another ****ty guitar.

[Zeus974]

i definately agree, if the replacement one doesn't work I'll be livid.

[admanimal]

Been waiting since TUESDAY - no freaking word -0 OR CONFIRMATIOn on tracking # I did express shipment. And I have no idea what is going on. Terrible Idea to release a game near a holiday. Customer support seemed extremely confused. I should have seen a Tracking # by now. Because this is stupid dickoulous.


I know a lot of peoples strums are broken but my Guitar out of the box came broken - The IR reciever will not even turn on.

I'm in the same boat. I filled out the forms online for express at about 10am on Tuesday and the UPS tracking # at the end was blank. I called on Wednesday and they said I should get the confirmation email that day when they shipped out. I haven't received an email yet.

I wonder if they are waiting for a shipment of a newer guitar model before they send replacements.

[levicope]

We used ours for a few hours and it messed up and the strum does not work at all. ordered ours around 9 central time express ship to Hennessey oklahoma. Seen the picture about the foam returns on the strum... STUPID idea. will a GH guitar work? Cause I WILL go buy a wireless one if needed.I have a lot of kids who like to play this and they are heartbroken due to HORRIBLEdesign.... GRRRR:mad:

[Zeus974]

if you want a working wireless one go buy the gh3 bundle. that's the only wireless one that works for it so far.


*to the admins* can we make this a sticky?

[piggy171]

I haven't ordered a replacement yet, but I plan to. My downstrum has stopped working. I am curious. Are they charging people for shipping on their replacement guitars? That is rediculous if they are. It seems that they knowingly shipped faulty product and decided to deal with it later. Why else would the "Do not return to store" notice be the first thing you see when you open the box? And also having a comprehensive Customer support website on the day of launch, walking you through all the problems that they already know are common. I bought this as a Christmas gift for my neice and nephew, but now it seems I will have to take everything out of the box and test it extensively so I know i'm not giving them a really expensive paperweight.

[Zeus974]

have they released anything in the form of an announcement regarding these issues that they are having with their equipment?

[Schandlich]

what was wrong with it Schandlich?

Double strum on the downstrum. Same as everyone else it seems. Switched to upstrumming. Same issue. Would gradually seem to get out of sinc. Maybe a 1/2 second off. Really irritating.

[Zeus974]

awe... see my guitar is weird.... the strum feels so loose and it just falls to the down position..... up strumming works fine.. i don't have any problems with double strumming as it never even recognizes that i AM Down strumming..... oh well... *sits and waits for 3:00 so I can go home from work*

[enjoiskating6]

after about an hour or so the guitar got worse and worse, it either would double strum, not strum at all, or I would have to press hard to get it to strum. I blew into the strum bar sides and that helped for about 5 minutes then it all went to hell again. I have placed my order for a replacement and did so thursday nighht about 7:30 pm I think. I dont remember it saying anything about a tracking number. infact, when I got through everything the last screen was white with a tone of random scripts and things so I dont know what happened, I did express and my credit card was charged the fee that will be waved after 28 days if they get the broken one... Im just worried that since so many people are having trouble this is all going to take a lot longer then expected. I dont even know if mine is coming or what since the webpage went ******ed on me... this sux.

[EAxViolet]

Im just worried that since so many people are having trouble this is all going to take a lot longer then expected. I dont even know if mine is coming or what since the webpage went ******ed on me...

If you are not sure if your replacement request went through, you can call have our Support staff verify your request. The correct phone number for your region should be listed in the back of the manual in the Warranty section.

~Violet

[enjoiskating6]

If you are not sure if your replacement request went through, you can call have our Support staff verify your request. The correct phone number for your region should be listed in the back of the manual in the Warranty section.

~Violet

thank you I will do that.

[innocuoussoul]

for the guy that asked about the replacements, basically you have your choice:

1. You can put a credit card number up as collateral, and they send you your replacement, and then you return your broken one. They put an authorization hold of 100 dollars on your card. (at least for guitar)

2. You request a box to be sent, you send your guitar in first, and then they send you a replacement (this one is completely free from my understanding)

[Zeus974]

i still have yet to see any change on the ups page.....

[surgesnugs]

Mine crapped out last night. Got through Vasoline in solo career just fine. Started Next to You and the strummer completely cut out. Fret buttons still worked, so I know the guitar didn't totally disconnect. Ordered a replacement last night around 7pm EST, and haven't heard back yet.

[3Dave]

My RMAs (for drums and guitar) still showed as "New RMA Issued" on the support page today, and had not shipped, so I called EA support. The nice woman I spoke with said that both left the dock early this morning and should be to my house tomorrow or Thursday at the latest (I'm guessing the latter).

So don't panic... even if the pages aren't updating, the instruments could still be on their way.

[Peytah]

50 votes for yes, and only 1 vote for no? Wow. This is about a thousand times worst than the Red Ring of Death. That thing only happened to a third of the owners at launch and took longer than 2 days to crap out.

[Muffster]

Yeah, both of my RMA's are still showing as "New RMA" on the EA support site, so I gave them a call as well and was informed they'll be shipping tomorrow. I'll believe it when I see it on the UPS web site.

Mine were submitted on 11/22 and 11/24 and, except for me calling them to find out what's going on, I haven't heard a word back from EA support at all. The guy I spoke with on the phone told me there are currently problems with the EA support web site updating properly.

[invisible21]

Problem with guitar: Down strum feels loose, won't register or double registers, also I hear something rattling inside my guitar that wasn't there when I first unpacked it.
Placed order on 11/26/07
Status: Billing Information Received
Shipped To: Atlanta, GA, US
Service: 2ND DAY AIR

My guitar isn't late or taking a long time(yet), I just wanted to share my symptoms in an organized fashion.

[TheDoctre]

Problem with guitar: Down strum dead
Placed order on 11/21/07
Status: Billing Information Received
Shipped To: HOLLY SPRINGS, NC, US
Service: 2ND DAY AIR

[Zeus974]

just an informational post..... the $100 hold that they had on my account is not there anymore, I advise you all to check your accounts for this same change.

[admanimal]

I actually have never had a hold for any amount from EA on my account, although I did do the express option and I have a UPS tracking number, etc. like everyone else.

[TrueNeut]

Problem with guitar: Down strum dead
Placed: order on 11/24/2007
Shipped To: Des Moines, IA
Service: 2nd Day Air

I have been checking the UPS tracking and the package has finally started the journey as of this morning.

[smith5879]

Problem with guitar: Down strum dead
Placed: order on 11/24/2007
Shipped To: Des Moines, IA
Service: 2nd Day Air

I have been checking the UPS tracking and the package has finally started the journey as of this morning.

I ordered mine on the 24th but it still says billing info received.

[elmo0823]

This is what I get on my replacement guitar tracking number.
I ordered it yesterday morning. 11/26/07
because of the holidays if you odered it then it might have not gone through

Type: Package
Status: In Transit
Rescheduled Delivery: 11/28/2007
Shipped To: KENNER, LA, US
Service: 2ND DAY AIR
Weight: 6.50 Lbs




Package Progress
Location Date Local Time Description
LOUISVILLE,
KY, US 11/27/2007 1:23 P.M. ARRIVAL SCAN
CINCINNATI,
OH, US 11/27/2007 11:07 A.M. DEPARTURE SCAN
11/27/2007 8:59 A.M. ARRIVAL SCAN
MAUMEE,
OH, US 11/27/2007 4:50 A.M. DEPARTURE SCAN
11/27/2007 1:59 A.M. ARRIVAL SCAN
LIVONIA,
MI, US 11/27/2007 12:19 A.M. DEPARTURE SCAN
US 11/26/2007 9:40 A.M. BILLING INFORMATION RECEIVED

[fishfinder]

11/22 recived RMA and Tracking# for return of Xbox 360 guitar peripheral with strum bar issues...UPS has received billing info but no shipment as of yet...

[TheDoctre]

I just did a marathon call session with both EA and UPS. (3 calls each).

Here is the information I've gleaned:

1) Any replacements put in before thanksgiving are severely backlogged.
2) They don't appear to be first in - first out on their shipments.
3) According to the head of the RMA department all RMAs issued prior to thanksgiving *should* be shipping out this evening and through tomorrow. And that we should have them by Friday. (personal note: I'll believe it when I see it).

Thats what I've got so far.

[Kyle11268o]

I've posted this several other places, but am trying to help spread info...

I requested a replacement guitar on Friday afternoon, via the website.
It arrived Monday.

I never got a confirmation email, and didn't check the status of my tracking number.

I haven't had a chance to play it yet, but here's the info I've currently got:

The guitar box has the same (model?) numbers printed on it as my old one (which had the metal contacts).
The small white sticker on the box is different.

When I get home, I will update with specific info.

I'm planning on giving this one some thrashing tonight to see how it's going to hold up.

Updates to come.

[riginal]

I've posted this several other places, but am trying to help spread info...

I requested a replacement guitar on Friday afternoon, via the website.
It arrived Monday.

I never got a confirmation email, and didn't check the status of my tracking number.

I haven't had a chance to play it yet, but here's the info I've currently got:

The guitar box has the same (model?) numbers printed on it as my old one (which had the metal contacts).
The small white sticker on the box is different.

When I get home, I will update with specific info.

I'm planning on giving this one some thrashing tonight to see how it's going to hold up.

Updates to come.

Not to sound like a dick or anything , but I don't see how that's possible considering that UPS was essentially closed all of thursday-sunday

[Kyle11268o]

I've posted this several other places, but am trying to help spread info...

I requested a replacement guitar on Friday afternoon, via the website.
It arrived Monday.

I never got a confirmation email, and didn't check the status of my tracking number.

I haven't had a chance to play it yet, but here's the info I've currently got:

The guitar box has the same (model?) numbers printed on it as my old one (which had the metal contacts).
The small white sticker on the box is different.

When I get home, I will update with specific info.

I'm planning on giving this one some thrashing tonight to see how it's going to hold up.

Updates to come.

Home now - here's the updated info:
I had actually ordered TWO replacement guitars, as I bought two bundles and both strummers died. Only one was delivered Monday. The other currently says "Billing Info Received", though they were requested within 5 minutes of one another.

I'm located in Kansas City, BTW.

Both new and old guitar boxes are marked as follows:
159119
XBOX 360
ROCK BAND WIRED GUITAR
(822152)

Old Stickers: 28607CT, 27607CT
New Sticker: 27507CT

I'll update again when I've had time to play with this new guitar. Strummer feels about the same, but has a little clickiness to it - perhaps the plastic microswitches...?

@ riginal: You can choose not to believe me if you like, but it's here. I agree it's weird and unfair that I got it so fast, while people who ordered on Tuesday are still waiting, but that's the way it goes sometimes. That's also why I'm trying to be helpful and am updating this info in three different threads right now.

[mind_in_rewind]

Can't even contact EA support. "All circuits are busy".

[steelcurtain187]

Same issue here guys. Down strumming is all messed up. Ordered a replacement 3 days ago and all it says on UPS is billing info received. I really hope this new one works better :rolleyes: Also, the results of this poll are insane. They really have a HUGE problem on their hands. And like one of the previous posters said, its like they knew about it and just wanted to rush it out anyway. The first thing you see is the warning not to return to the store, and they have a comprhensive return center all set up immediately. What a shame, cause other than the guitar, the game is flawless imo!

[PureEntropy]

Problem with guitar: Down strum stopped working 90% of the time
Placed order on 11/26/07
Status: Arrived at my doorstep today at 2pm
Shipped To: Streetsboro, OH, US
Service: 2ND DAY AIR

The small sticker on the guitar box reads 31807CT

I also ordered a replacement drum kit yesterday and its status is being listed as In Transit somewhere in Ohio. So I should have that tomorrow. I did notice a slight increase in the tightness of the strum bar, but I don't know if that's because it's new or not. I won't know if the issue has been resolved for about a week.

[pdawg17]

Problem with guitar: Down strum stopped working 90% of the time
Placed order on 11/26/07
Status: Arrived at my doorstep today at 2pm
Shipped To: Streetsboro, OH, US
Service: 2ND DAY AIR

The small sticker on the guitar box reads 31807CT

I also ordered a replacement drum kit yesterday and its status is being listed as In Transit somewhere in Ohio. So I should have that tomorrow. I did notice a slight increase in the tightness of the strum bar, but I don't know if that's because it's new or not. I won't know if the issue has been resolved for about a week.

Seriously I think I'm going to cancel my RMA from LAST TUESDAY and resubmit an RMA...how is this happening?

[Genfuyung]

I ordered a replacement but when i got to usps.com and put in my tracking number it says that tracking for this item isnt available via this website. wtf?

[pdawg17]

I ordered a replacement but when i got to usps.com and put in my tracking number it says that tracking for this item isnt available via this website. wtf?

Did you really go to USPS or to UPS.com like you are supposed to?

[Schreibs21]

I ordered my replacement on the 23rd (Friday) They shipped my guitar from Ohio yesterday and I will be receiving it tomorrow, I too have a faulty downstrum, it works, but only some of the time.

[CrazyWhiteBoy]

umm...my strum bar isnt registering and i hit it and now it has been pushed in. im really effed in the a$$ now for that. i'm trying to contact ea so does anyone have a tecnical support number???

[Bokonon]

I just checked, and while UPS still just says "Billing Info received", EA's site says "Parts shipped". I put in the request this morning. This is for a guitar with a messed up strumbar.

[Eastwood]

Seriously I think I'm going to cancel my RMA from LAST TUESDAY and resubmit an RMA...how is this happening?

11/21 was when i placed the order and still hasnt' shipped.

[Kyle11268o]

**Update**

New guitar seems like it has a tiny bit of "dead space" in the middle of the strum bar, like I've seen some others describing. I thought it felt like it wasn't as sensitive as the older guitar, but then when doing a side-by-side comparison in the menus (I "fixed" the older one) they feel about the same, I guess.

Contemplating opening this new one up, to see if it is indeed the other model...

Of course, this is all pretty pointless until about a week from now. My old ones each took 3-4 days of heavy play to stop strumming, and I now don't have a nice holiday weekend to play all day.

I imagine more people will have gotten theirs by the time mine have gotten to their potential breakage point - I'm sure if there's still a problem, we'll start seeing it emerge pretty quickly again...

[stonefeet]

mine broke on the 1st day, double strum thing, filled out my form last night, got a tracking number right away, hasn't shipped yet

[fishfinder]

replacement guitar is finally on the way...scheduled for 12/3 delivery...hope it lasts more than a few days

[xboxliveaware]

Problem with guitar: Down strum won't register
Placed order on 11/23/07
Status: Billing Information Received
Shipped To: GREENVILLE, SC, US
Service: 2ND DAY AIR

This is the status as of 11/30/07 - Seven days later

[bojimenez8]

Problem with guitar: Downstrum will NOT register
Placed order on 11/30/07
Status: Billing Information: Yet to be recieved
Shipped To: Corpus Christi, TX
Service: 2ND DAY AIR

I had RB for 2 days when my downstrum quit working. How can this be when the original GH guitar worked for hours of game play (on expert). I must admit the way EA handles their help/support is great online and on phone. Now to play the waiting game in getting my guitar. THEN shipping the broken one back.

[Table16]

I was also having those, "Billing info received" messages. UPS doesn't reset them until it is "On the Move" I checked it today after checking it yesterday and they already are close to me in one day. So mine will be here tommorow. But yea, it took 9 days for them to do it and I was getting a little irritated, but all is well now.:D:D

[DCfella]

Billing info received. It's been the same for me since last Saturday. Hopefully the new guitar won't break and the current drums hold up.

[loaf687]

I hope your right about that, that would be great, I didn't get my copy of the game yet, but I am for X-mas and like someone else said, yes very stupid to release this game around X-mas, and its even more stupid that they are releasing it on the 20th!!! 5 days before X-mas!! In Canada, thats where I live and I get to buy the game on the 20th and then if it doesn't work, like hell they'll be shut down for X-mas break and then my X-mas will suck, Like I'm getting other games, but I was really looking forward to playing RB hopfully theyI can find Gh3 somewhere to buy it for X-mas, I'm getting both, and hopefully they make that patch
This is ridiculous about all of these guitars not working, pretty ****ty job done on this game

[R-Dot-Yung]

Havent got mine yet either, this is really gettin ridiculous

[HolidayForHire]

Yeah, my rock band bundle came with a broken whammy bar. Didn't even know it and just thought it was more loose than the guitar hero version until I played my friends version of the game with his guitar. Ordered my replacement on monday, it said it'd take 1-2 days processing and then 2 day air, yet here we are on friday with it still saying "billing information recieved." I can still play the game but I'm afraid I'll break the whammy bar if I keep playing it and somehow void my warranty. LAME.

[pdawg17]

Yeah, my rock band bundle came with a broken whammy bar. Didn't even know it and just thought it was more loose than the guitar hero version until I played my friends version of the game with his guitar. Ordered my replacement on monday, it said it'd take 1-2 days processing and then 2 day air, yet here we are on friday with it still saying "billing information recieved." I can still play the game but I'm afraid I'll break the whammy bar if I keep playing it and somehow void my warranty. LAME.

Complain when you've had to wait 12 days to receive your replacement :D

[Mitlong]

Ordered replacement on Thanksgiving (11-22) and UPS still have the "Billing Information Received" on the UPS tracking page.

3-5 days my right nut... I'm going to call EA, again as I'm not frustrated enough yet.

[josheee]

My guitar broke in the first two hours of playing on Launch night (playing on medium level). I submitted a return the next day and still have yet to receive anything (not so much as an email confirmation).

Drum Pedal broke the day after Thanksgiving. Ditto on that.

Only progress so far is my credit card being charged 100 bucks, because I was willing to do the "express" shipping.

I could have walked to California and back by now. This is just nuts.

[Zeus974]

yep dec 1st no guitar

[Jest684]

Ordered 11/22 Express 2-Day Air

Shipped 11/30 -- Expected 12/03

That's a heck of a long 2-Days :D

[Straitjacket Fun]

I requested a replacement 11/25 and provided my credit card info for 2-day delivery.

This morning I get this response in my email:


Greetings,

Thank you for contacting Electronic Arts. Unfortunately, we were unable to process your return, as either the console type or the instrument was not specified in your request. Please reply to this email letting us know whether you need a replacement for Xbox 360 or Play Station 3, and the item that needs to be replaced, and we will be happy to complete the replacement process for you.

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.

Thank you,
Eli C.
EA Online Support


W.T.F.??????

This is interesting considering that in order to get to the part where they asked for my credit card info, I had to answer WHICH console and WHICH instrument I was having a problem with, and WHAT the problem was.
I don't understand how they didn't get my information since you have to click the box for your answer in order to proceed to the next question, but whatever.
I also have no idea if there is a hold on my credit card or not.
So I guess I'm gonna call my bank and then call EA and hopefully speak to an actual person instead of attempting the online return process again.

UGGGGGGHHH!!!!!!!!!

[Chromagnum]

Same exact situation... only with my drum kit. I've been waiting since 11/21 now.

[soupmonster]

Hm. I ordered a replacement guitar on the 23rd because my down strum wasn't working right. When I put the UPS tracking number in, it still says Billing Info Received. But I just decided to log in to my EA account, and under "My Notifications" there it now says "Parts Shipped" as of 11/29. I don't know if that is correct and really means anything, but.. I'm freakin hoping so!

[exiledshadow27]

whats the phone number to contact EA?

[dethstkr]

I ordered my replacement on Monday (the 26th) around 9, got the confirm e-mail
from EA at 9:53 (so should arrive on the 28th)

for my replacement I opted for the 2nd day air with the lean of 100 on my credit card.

I checked Tuesday (the 27th) and found that the label had been printed on the 27th...
(24 hours late, great (so should now arrive on the 29th....)

No delivery on thursday (the 29th), decided to give them the benefit of the doubt because its the holiday season and they are doing a LOT of replacements, decided to check back the next morning.

On friday (the 30th) I sent a e-mail to EA customer support trying to find out where
my replacement guitar was.

My response from EA

Hello ,

Thank you for contacting us here at Electronic Arts. I'm sorry that you’re having difficulties with Rock Band.

From checking your RMA number, I was able to get the tracking number for the shipment to you. It is ##. There is also a tracking number available for you to use to track the package you send back to us. That tracking number is ##.

It seems that the status is "Delivered", you should have received the package by now. Please continue to check the UPS web site (www.ups.com) for updates to the shipping status.

Again, I apologize for the inconvenience. Please let us know if we can be of service in the future.

Thanks!


Electronic Arts Customer Support


DELIVERED!?


This is what I got from UPS (minus my ups code)

Type: Package
Status: Delivered
Delivered On: 11/30/2007 11:55 A.M.
Signed By: KIRKENDAHL <-- NOT ME
Location: RESIDENTIAL
Delivered To: PORTLAND, OR, US
Service: 2ND DAY AIR
Weight: 6.50 Lbs


WTF!!?


ok lets recount this


sent my request by the web links on monday at 9 am, and requested the 2nd day air
(lets see 26,27,28)

I checked with EA and found that the label was printed on the 27th
(ok 27,28,29 then)

no delivery on the 29th
(hmm 27,28,29,30 benefit of doubt given)

no delivery on the 30th
(no package delivery, checked with EA, got UPS shipping data)

I then called UPS and got the ship to address from them
(EA provided wrong address !?)

Called EA and got hung up on, twice... three times
(no comment)


FYI
I finally received my replacement guitar yesterday... but I find it really annoying that I got mine when
others that ordered theirs earlier are still waiting

explain that one EA

oh, and just before sending this, I checked my EA profile, to make sure that
my address was correct.....

I find it interesting that my shipping and billing addreses were BLANK



I'm Still waiting on my free EA game e-mail :)

[DemonOfRazgriz89]

W.T.F.?!

ive been waiting since 11/22 for my replacement guitar and still NOTHING! now i check my status of one of my requests and it says "RMA Canceled". whats that all about?! i tried submitting the request over a course of 4 different times because i wasnt getting the confirmation email, so i thought it wasnt going through. 2 of them say "RMA Canceled" and the other two say "Parts Shipped"

im getting so fed up with this ****!

[guan69]

Ordered 11/22 Express 2-Day Air

Shipped 11/30 -- Expected 12/03

That's a heck of a long 2-Days :D
Same here except I ordered mine on the 21st. I was going to call EA to complain yesterday morning but I decided to check UPS.com first. It just so happens they updated my info that morning. So much for express service, right?

[Kyle11268o]

As seen earlier in this thread, I have two guitars, both of which ended up having the strum issue. I ordered both within five minutes of each other, on Friday the 23rd. One arrived Monday - details on the last few pages.

I'd yet to see any progress on the second guitar (never got an email about either, and cannot find the paper with the tracking # on it), but I received this email on Dec 1st.

------

Greetings Rocker,

Congratulations on your purchase of Rock Band!

After reviewing our records, we see that your recent request for a replacement guitar has been subject to an unacceptably long delay due to a late shipment from our manufacturer.

By the time you receive this, your replacement guitar should be on its way to you. However, the Rock Band team is committed to providing a world-class customer experience and we do not believe we have met this commitment in connection with your request. As a token of our appreciation for your patience and understanding, we will be offering you a FREE EA game. Details will follow shortly.

We are sorry if your first experience with Rock Band has not met your expectations. We hope our gift will show you how committed we are to your satisfaction.

Thank you,

The Rock Band Team

-----

After a little searching, it seems many people have gotten this email, so for those clamoring for some payback for these issues the game is having, there you go. I never called EA, and never complained to anyone, BTW.

[Quyrean]

ticket Date Created: 11/25/2007 07:02 PM

for 2day shipping

no guitar, no email.

At least my drums and mic are working :) and the guitar kinda works if you only upstrum.

[becomingwater]

So, how would I go about ordering a replacement guitar? I have a problem with the down strum not registering, but up works a little.

[coffinrock94]

I just checked, and while UPS still just says "Billing Info received", EA's site says "Parts shipped". I put in the request this morning. This is for a guitar with a messed up strumbar.

Where on EA's site do you go to in order to find that info about the parts being shipped? I've been on the site many times (and I am registered, so no one need ask me that question), but I haven't been able to find anything. I would like to know if my stuff has been sent because I had a phone operator tell me I should receive my new guitar on Monday, yet ups.com still has yet to update anything.

[unnownsoul]

yea i think the strum on the guitar is not working. when i strum up it works but not that well but when i strum down, it hardly works. i've been to the EA site and requested a new guitar. i did all the steps and still strumming down doesn't work. now i've filled out the info about getting a new guitar and i've recieved the UPS tracking number. i've selected express delivery and now i'm going to wait 2 days for it. lets see if it arrives in 2 days. time will only tell. i'll tell yall if it comes in or not. Laterz

[onlyrob]

I received mine a few days ago. I strongly suggest getting a credit card for the 2-day air shipping. you'll feel the difference.

I also had double strumming problems. I compared the two by flicking the strum on both. The old one was much, much looser than the other, enough to make a clicking noise. No good.

The replacement seems decent, but I'm still worried about it breaking. My friend is one of those up and down strummers, and he's no longer allowed to play that way. The sensitivity is so high that you can lightly touch the strum and it'll register. The High Tides song is the only song thus so far that has required super fast strumming up and down, so that's the limit in the household.

I can't remember what city I'm in with solo mode, the one with High Tides/Flirting with Disaster/Train Kept a Rollin' on expert, but I'm beating these songs with the Stratocaster -- I couldn't possibly nail these strums with the Gibson models if not for the solo frets, I'd tire my hands out too quickly and the buttons on the older guitars are too far away from each other. This coming from a guy who has beaten Expert GH1 and GH3.

My advice: if you have troubles, get a replacement. If that one breaks down, get another. It's worth it.

[CanisFirebrand]

I received mine a few days ago. I strongly suggest getting a credit card for the 2-day air shipping. you'll feel the difference.

I also had double strumming problems. I compared the two by flicking the strum on both. The old one was much, much looser than the other, enough to make a clicking noise. No good.

The replacement seems decent, but I'm still worried about it breaking. My friend is one of those up and down strummers, and he's no longer allowed to play that way. The sensitivity is so high that you can lightly touch the strum and it'll register. The High Tides song is the only song thus so far that has required super fast strumming up and down, so that's the limit in the household.

I can't remember what city I'm in with solo mode, the one with High Tides/Flirting with Disaster/Train Kept a Rollin' on expert, but I'm beating these songs with the Stratocaster -- I couldn't possibly nail these strums with the Gibson models if not for the solo frets, I'd tire my hands out too quickly and the buttons on the older guitars are too far away from each other. This coming from a guy who has beaten Expert GH1 and GH3.

My advice: if you have troubles, get a replacement. If that one breaks down, get another. It's worth it.

That isn't how it actually appears to be working though.

I placed my order for a replacement guitar on 11/22. I gave my credit card number to get the expedited shipping of the replacement first, then send back the faulty one. I am still waiting for my replacement guitar. It hasn't even shipped from EA yet as the UPS tracking number still states "Billing Info Received."

I think it is a big case of BS that people that submitted a request for a replacement much later then I did have theirs already and I am still waiting. Nice quality customer service EA.

[Angry_Games]

That isn't how it actually appears to be working though.

I placed my order for a replacement guitar on 11/22. I gave my credit card number to get the expedited shipping of the replacement first, then send back the faulty one. I am still waiting for my replacement guitar. It hasn't even shipped from EA yet as the UPS tracking number still states "Billing Info Received."

I think it is a big case of BS that people that submitted a request for a replacement much later then I did have theirs already and I am still waiting. Nice quality customer service EA.

I agree. I submitted EXPRESS return on the 21st of November. I've been getting the ugly run-around since then. I've received a tracking #, and it looked like it was shipping. Five minutes later it was back to billing info received.

Then checked again Friday and it was billing info received but the location it was supposedly being sent to was Redford, MI, which is nowhere close to Idaho where I live.

Now it's Monday, I've received the "you'll get a free game from us!" email, and yet I just checked the UPS tracking # and it STILL says Billing Info Received and Redford, MI.

I checked the EA support page and nothing has been updated there.

I'm starting to get really steamed about this. REALLY steamed. This is becoming beyond ridiculous. The "free game" thing is supposed to placate me but I'm not going to be placated by having to wait until after my 28 day return period has expired to get my replacement guitar.

I suggest EA figure something out quick as it's about to get ugly for them if this continues.

[Yeknom]

I'm still waiting since I put in the order on the 21st as well. I also got the free game email.

[roxperch]

I got my new "fixed" guitar today (I requested my guitar the day after Thanksgiving). And I did get the email saying I'd get a free EA game.

HOWEVER (let the rant begin): The "fixed" guitar? WORSE THAN THE ORIGINAL BUSTED GUITAR. The downstrum DOESN'T WORK AT ALL!!!

You know when you're playing and you press the fret and the colored fret on the screen moves (it "jumps" up to hit the string)? Well, with downstrum on the new "fixed" guitar, it doesn't move. I played with the downstrum and it wasn't registering AT ALL. No movement on the screen (so I knew it wasn't just that I was hitting the wrong fret keys or that my timing was off). Worked fine with upstrum.

I will be calling support on this one.

And this was not the same downstrum problem where it started after about 5 hours of play. This one was obviously broken the moment I plugged in. I went to select a song, pressed the downstrum and the "cursor" (the highlighted song) clicked all the way to the bottom of the list while I only pressed the downstrum once.

Just a bit frustrated.

[CanisFirebrand]

I agree. I submitted EXPRESS return on the 21st of November. I've been getting the ugly run-around since then. I've received a tracking #, and it looked like it was shipping. Five minutes later it was back to billing info received.

Then checked again Friday and it was billing info received but the location it was supposedly being sent to was Redford, MI, which is nowhere close to Idaho where I live.

Now it's Monday, I've received the "you'll get a free game from us!" email, and yet I just checked the UPS tracking # and it STILL says Billing Info Received and Redford, MI.

I checked the EA support page and nothing has been updated there.

I'm starting to get really steamed about this. REALLY steamed. This is becoming beyond ridiculous. The "free game" thing is supposed to placate me but I'm not going to be placated by having to wait until after my 28 day return period has expired to get my replacement guitar.

I suggest EA figure something out quick as it's about to get ugly for them if this continues.

Up until this afternoon, my UPS tracking number said nothing but "Billing Info Received."
This afternoon, it mysteriously changed to

Type: Package
Status: In Transit
Rescheduled Delivery: 12/04/2007
Shipped To: REDFORD, MI, US
Service: 2ND DAY AIR
Weight: 6.50 Lbs

Package Progress
Location Date Local Time Description
US 11/22/2007 10:21 P.M. BILLING INFORMATION RECEIVED

Tracking results provided by UPS: 12/03/2007 2:48 P.M. ET

I don't see any actual movement on the package, but at least there is an update now.

I find it odd that yours says shipped from Redford, MI. That is where I live and where my package shows as going to. If these are being shipped from the same city, I'm actually even more upset that I don't have it almost 2 weeks later. I think, though, that their systems must be all goofy. I can't see Redford, MI being the shipping origin for EA product replacement. I've seen a couple other posts of people where they show their package was shipped from Redford, MI.

[kidwei]

My ea support question showed parts shipped last week but just changed to Updated by EA since last night. And my UPS tracking still only has billing info. I placed my express order on 11/22 and did get the email. But as for the actual package, nothing.

[ian2783]

still waiting for it to even ship....filled mine out at 9am on launch day.

[ian2783]

wait a minute....now it says cancelled RMA.


WHAT?!?!

[SEDATED_TIC_TAC]

Wow. It seems I am the only one that doesn't want to fork over 125 bucks to get a new guitar right away. I'm waiting for the box to come so I can ship it back.

[King_Nuthin]

I got mine today. Played for an hour. All is good so far, course I never had a strum bar problem to begin with, mine was bad frets. All my frets work and after reaquainting myself with the layout I am actually playing better on the Fender than the Xplorer again. Woo!

[BassGroover]

Wow. It seems I am the only one that doesn't want to fork over 125 bucks to get a new guitar right away. I'm waiting for the box to come so I can ship it back.

They don't actually charge you $125, they put a hold for that amount on your card.

Anyhow, I checked ups and they said my guitar was delivered today. Can't wait to get off work and go try out the new guitar. Hopefully I got two by mistake haha.

[capitalfn9]

what do you do with the rma number they give you? can you enter it online somewhere to check on something or do you have to call them?

[enken]

placed an order on 11/24 for a new guitar, but no news of it yet.

Anyone know if they renew the 60 day warranty when you get the replacement guitar? Just in case the replacement guitar is flawed as well. I don't want my warranty to run out before getting one that works properly.

[dweekie]

The replacement guitar came in a horribly packaged box. It basically had 2 wads of paper crumbled up on top and on the side, which basically does nothing to keep the inner box from tumbling around. Should I add extra packaging on the return trip, or should I leave it as is?

[dethstkr]

hmm, I didn't get a free game e-mail, I guess i didn't suffer enough to warrent placating :(

[Zeus974]

i got my guitar yesterday and it's perfect!!! yay!!! plus I get a free game!

[rongey420]

i placed my order for a guitar on the 25th and have yet to recieve s**t!! i got the usual response when i looked into it. "billing info recieved" and nothing else. i did not do the express option so i have to wait for a box to get here. did anyone else have this problem. and do you get the free game if you dont do the express option? i know it takes longer this way but how much longer am i going to have to wait once i do get my guitar sent back if i evr get a box? AAAAAAAAAARRRRRRRRRGGGGGGGGGGHHHHHHHHHH!!!!!!!!!!! !!
I WANT TO PLAY THE GUITAR DAMMIT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[Schandlich]

Filled out the form on the 22nd. Got guitar yesterday. Was convinced it was still broken the first 20 minutes of playing with it. Let my wife give it a shot and realized I was just being paranoid. Played it for another 3 hours after that. No issues. I can't tell if the fret buttons are louder or not. It was so long between the request and when I got the replacement that I had forgotten what it sounded like. :rolleyes:

My sympathies to all those who haven't gotten their replacements yet.

[AgainstOne]

i ordered mine on the 22nd as well and mine came in yesterday as well. i also ordered new drums and those came the same time as the guitar.

both the new drums and guitar are working much better than the old ones. i only had a few minutes to play around with them last night, as i had to watch the season finales of Chuck & Heroes, so the jury is still out on if i think they'll hold up and if they're working 100%.

[spblat]

Ordered 11/29

No updates from EA till 12/1

UPS says it finally shipped and I'll have it tomorrow

[AVC808]

I got mine yesterday. Seems to be working fine. the buttons are stiffer/louder. The stiffness doesnt bother me, but the loudness is a bit disappointing. the clicking of the strum bar on other guitars annoyed me, and so the elimination of that on the strat strum bar was great, but now it's back to square-one with the loud buttons.

also for those ps3 folks who opted just for the box, my replacement strat came in the same type of packaging found in the bundle. came with a new dongle, strap, and unassembled guitar. it does not have batteries (if you recall the batteries were packaged separately from the guitar so this makes sense) so remember to take out your batteries.
you may want to call to double check what should be included in your return.

[enjoiskating6]

I ordered mine on the 22nd of November and ha to deal with customer service 4 tmes now becomes nothing has come in yet (its Tuesday). They kept telling me dont worry it will come even though I have had no e-mail, RMA number, and the screen screwed up after i gave my credit card info in the warranty request page at EA.com. the ONLY thing that worked was the 100$ on my card, imagine that. So finally i convinced them to redo the order and got tracking number and eveything today. they acted like they couldnt screw up and knew I would get sent the replacement guitar after all I told them. Finally i got the supervisor to order it for me over the phone just incase it got screwed up again so that someone important over their would see that it messed up again and help me right away. I knew it never went through but they would NOT accept that as happening since my card got the 100$ on it. hopefully I will FINALLY get my new guitar by friday

[aplusjimages]

I got 2 guitars (http://community.rockband.com/vbforum/showthread.php?p=169498#post169498) from EA. Apparently other people are having the same thing happen. Some people aren't getting any replacement guitars, while others are getting 2.

[CowboyGP]

My strum bar was faulty out of the box on release day (Nov 20). It was hit or miss for the first couple of days, so I thought maybe it was just me learning the new controller. When it started failing me on songs I know really well (on Medium, no less) I knew something was wrong. So I tried it with my GH3 controller and everything was fine. I didn't contact EA right away. I used the "normal" replacement method. Didn't much care for the idea of them holding $$ on my debit card until they received my original controller.

The empty box arrived in 2 days, although the promised email confirming my RMA (whatever that is) number and UPS tracking number never arrived. Thankfully, I printed out the autoreply from EA at the end of the warranty claim form on the website, so I was able to track it initially. Since sending it back on 11/30, my tracking number no longer works. A visit to the EA support site says that my replacement shipped on 12/3. Hopefully I will get it tomorrow or Thursday. I'll check back and post on the condition of the replacement once I've tried it out.

Now I'm worried about my drums... the reports I'm seeing don't paint a very rosy picture for longevity.

[fishfinder]

i got my guitar yesterday and it's perfect!!! yay!!! plus I get a free game!

Ditto!!!hope I still feel this way in a couple of weeks!!!

[CowboyGP]

for the guy that asked about the replacements, basically you have your choice:

1. You can put a credit card number up as collateral, and they send you your replacement, and then you return your broken one. They put an authorization hold of 100 dollars on your card. (at least for guitar)

2. You request a box to be sent, you send your guitar in first, and then they send you a replacement (this one is completely free from my understanding)

just an additional note on this one: If your credit card is actually a debit card with a visa/mastercard logo on it, they will put a hold on the $$ (which I remember as being more than $100, but I could be wrong) until they receive the original -broken- guitar back from you. Which means that unless you have plenty of dough in your checking account, you could end up being overdrawn.

A word to the wise.

[CowboyGP]

Not to sound like a dick or anything , but I don't see how that's possible considering that UPS was essentially closed all of thursday-sunday

One possibility is that many shipping companies (and the USPS) continue bulk shipments like tractor trailers, planes, trains, etc on holidays and weekends but suspend residential deliveries during those times. Ever notice how the day after a holiday you get more mail than usual?

[whathapp]

How fast was your credit card charged? I placed a replacement order this past weekend, selecting Express, and my cc has yet to be charged with the $100.

If my cc hasnt been charged yet, does that mean my order did not process correctly?

[TheDoctre]

I got my replacement 360 guitar yesterday (RMA requested on 11/20) and through the 2-3 hours I played last night it was very responsive. The strum bar is quite a bit tighter than the last one so I had to "re-learn" playing fast notes on it but so far so good! :)

Here's hoping the rest of the week one RMAers get theirs soon (for both the correct system and in working order :) )

[RavagerX]

My strum bar doesn't downstrum well, and it cuts out from time to time.

RMAed 12/03

Today they updated to say that a label was printed(???)

They told me that things are a little slow cause of holidays....I hope this doesn't take long cause I used my debit card and I have bills to pay.

[AceFrehley]

Whammy bar and strum bar broke within a week of purchase.

Ordered a replacement guitar 11-29-07.
Parts shipped 12-04-07.

[felthorien]

Ordered yesterday, should be here tomorrow or the day after. But now the red on my drums is acting funny, missing occasional shots that should be working...any ideas/fixes?

[Studley77]

My large green fret button won't work and i have to play the whole song with the small fret buttons.
I couldn't afford the express shipping so im waiting for the box to send in my guitar.
Placed order on 11/23 and still waiting

[evilmrpeepers]

I bought mine on November 23, The 24th my blue fret button quit working. It worked the night before and when I turned on the game the next day it didn't work. I called that day for my replacement. The girl on the phone was very positive about getting me my replacement. I chose the send me a box option. She told me two days and the box would be there to ship my guitar in. A week goes by and no box. i called EA again and found out that the girl didn't even put my information in the computer. So the box never shipped. I got into a heated argument with the guy on the phone about the quality of this game and told him that i wanted to talk to an advisor. Apparently there's nobody there running the show after 5. They took my information and told me that they would have somebody call me the next day. No call the next day. So I'm going to try and order another box again. Signed up for it tonight. I don't feel comfortable with doing the 100 dollar deposit deal. I don't think we should have to pay 100 whether we get it back or not to get a game controller replaced that broke the first day. I mean come on, this is a 200 dollar game. Welp lets see what happens now.

[billiam247]

Applied for a new guitar (strum bar) on 11-20 and I'm still waiting thanks to a glitch in EA's warranty system. I called them and supposedly I'll be getting my replacement early next week. I guess a free copy of Crysis is payment enough for the delay. :)

[Ronin]

haha yea label printing FTW! i placed the order on 11/20 and the label has been printing since then... in the meantime i cracked the bass drum pedal too. good times...

but yea, free game is cool stuff.. is it crysis for everyone? or do you pick it? or do they randomly send? actually, this was probably answered elsewhere, so i'm gonna go check that.

anyway.. yea hopefully i'll get the replacement soon. and then laugh if IT too doesn't work. btw my problem was that the guitar would lose synch with the dongle every like 30 secs

[billiam247]

When I called to find out what was happening with my replacement, I told them that the only email I got from them was about the free game, and they eventually asked what I wanted, and Crysis was the first thing that came to mind. I was given the option for any game listed on EA's site.

[aplusjimages]

When I called to find out what was happening with my replacement, I told them that the only email I got from them was about the free game, and they eventually asked what I wanted, and Crysis was the first thing that came to mind. I was given the option for any game listed on EA's site.

So do you have to call for the free game? I want Crysis.

[davidshek]

My strum bar was faulty out of the box on release day (Nov 20). It was hit or miss for the first couple of days, so I thought maybe it was just me learning the new controller. When it started failing me on songs I know really well (on Medium, no less) I knew something was wrong. So I tried it with my GH3 controller and everything was fine.

Same thing happened to me when I opened my brand new box last night (Production date of 10/22/07, if anyone's curious). The main red fret button only worked about half the time, the strum was really spotty, and the tilt sensor hardly works at all unless I tilt the guitar up vertically and then shake it. My LP from GH3 works just fine.

RMA requested via web: 12/04/07 at 11:45 PM EST, conf email received 11:48 PM EST.

Edit: Here's the status as of 10 AM EST on 12/06/07:

Type: Package
Status: Billing Information Received
Shipped To: CARY, NC, US
Service: 2ND DAY AIR
Weight: 6.50 Lbs

Edit: Yay, new status as of 11 AM EST on 12/06/07:

Type: Package
Status: In Transit
Rescheduled Delivery: 12/07/2007
Shipped To: CARY, NC, US
Service: 2ND DAY AIR
Weight: 6.50 Lbs

So if I really get it on 12/0707, for an RMA placed on 12/04/07, and it works, I'll be very very happy. :)

[CanisFirebrand]

I finally got my replacement guitar yesterday. So far, the thing works ok. The strum bar doesn't feel as mushy. I don't know if I got the improved model or not. The model number on the back of the guitar is the same as my original broken one. I didn't miss any notes except those I know I messed up on, so that is good. And overdrive seemed to activate only when I wanted it to.

The only complaint is that it took 2 weeks to get the darn thing to me. And the real kicker, it was shipped from and I have to send the broken one back to the EA product replacement center that is 3 miles from my house. I could have driven to get my replacement and give them the broken one.
As it is, my replacement didn't come with a slip on how to package it back up. I guess I'll have to wing it.

[piggy171]

submitted online for replacement the sunday after thanksgiving. got new guitar yesterday, so that is about 10 days. so far it seems to work fine, but it doesn't "feel" significantly different while playing it. I'm skeptical about the strumbar holding up. The tilt sensor seems to work better though. It doesn't seem to have a mind of it's own on this one.

What is all this about a free game and how do i get it?

[CowboyGP]

My strum bar was faulty out of the box on release day (Nov 20). It was hit or miss for the first couple of days, so I thought maybe it was just me learning the new controller. When it started failing me on songs I know really well (on Medium, no less) I knew something was wrong. So I tried it with my GH3 controller and everything was fine. I didn't contact EA right away. I used the "normal" replacement method. Didn't much care for the idea of them holding $$ on my debit card until they received my original controller.

The empty box arrived in 2 days, although the promised email confirming my RMA (whatever that is) number and UPS tracking number never arrived. Thankfully, I printed out the autoreply from EA at the end of the warranty claim form on the website, so I was able to track it initially. Since sending it back on 11/30, my tracking number no longer works. A visit to the EA support site says that my replacement shipped on 12/3. Hopefully I will get it tomorrow or Thursday. I'll check back and post on the condition of the replacement once I've tried it out.

Now I'm worried about my drums... the reports I'm seeing don't paint a very rosy picture for longevity.

UPDATE: So there I was, practicing guitar and vocals together (using my GH3 Les Paul) when my Wife walks in with the box from EA!! My eyes lit up, I smiled. And I saw her lips moving, but couldn't hear what she was saying due to the headphones.

So she shook the box up and down for emphasis, which helped me read her lips:

"It's EMPTY!!"

Yes folks, I chose the "normal" option, as stated above and sent my effed guitar back to EA on 11/30. And today, as expected I received a shipment from them. Unfortunately, they Sent me ANOTHER EMPTY EFFING BOX!!!

All of this comes on the heels of getting screwed on my reserved copy, too. I reserved (and fully paid for) Rock Band at my Game Stop 6 weeks in advance of the release. They had 6 reserves, but only received 4 copies. And get this, only 2 of us had paid in full and we're the only ones who didn't get our games. I went to Best Buy, they had like 30 bundles stacked up in the back of the showroom. I bought one, called Game Stop and got my money back.

Now it's on to deal with more BS. So far I haven't been offered the free game I've been reading about on here. I better damn well get one now. They are SO lucky I already have a compatible guitar!!!

More info as it develops.

[SOMNAMBULIST Z]

ok - so you all got your replacements - but this is where I am stuck. where do you mail the broken one back too? does it need to include anything like a letter w/ what's wrong with it?

[Supergeek]

Ordered on Nov 24th
Got "Parts Shipped" on my EA page on Dec 3rd
Still no guitar.. no confirmation e-mail.. no tracking number.

[Kallidoan]

My large green fret button won't work and i have to play the whole song with the small fret buttons.
I couldn't afford the express shipping so im waiting for the box to send in my guitar.
Placed order on 11/23 and still waiting
Are you people seriously stupid. It doesn't cost you anything for "express shipping". It only costs you, if you don't return the bad guitar within 30 days of you receiving the replacement. Geez...STUPID....READ!!!!

Anyway, I requested mine (for free) but they are keeping a $125 charge (incase) I don't return the crap guitar.

See below for timetable of shipping:
Package Progress

CHANTILLY,
VA, US 12/05/2007 4:00 P.M. IN TRANSIT TO


LOUISVILLE,
KY, US 12/05/2007 3:59 P.M. DEPARTURE SCAN


US 12/02/2007 2:58 P.M. BILLING INFORMATION RECEIVED

[GCheung55]

Problem: Down-Strum is missing A LOT and it's not me. I can strum up and well.
Request Sent: 12/03/2007 05:45 PM
I have yet to receive the confirmation/tracking information. But I did update the 'question' requesting an status update on 12/05/2007 09:26 PM.

[IQBlue]

Problem: Down-Strum is missing A LOT and it's not me. I can strum up and well.
Request Sent: 12/03/2007 05:45 PM
I have yet to receive the confirmation/tracking information. But I did update the 'question' requesting an status update on 12/05/2007 09:26 PM.

Not sure if it was a good idea to update your question. I did that and it screwed up the ordering sync for my guitar...at least that's what the customer rep told me when I called them :(

I put in for my replacement on Thanksgiving day...and today finally received a UPS tracking number.

[billiam247]

Yep, when I updated mine, they told me that it basically kicked the RMA out of their system. You're going to have to call them and get that fixed.

[JohnnySan69]

Did you use the 2 day shiping. Does your credit card account say hold on it? Just wondering because mine doesn't.

I orderd mine on 11/30 and got it on12/05
the guitar works great.
Werid thing is I order 2 day shiping i don't have a hold on my acount
and I only orderd one guitar but I recived 2.:eek:
All of the shiping info is the same.

Does any one know what could be up and what should i do keep or send back the seconed guitar.:confused:

[carlnorum]

I got my new guitar this morning (ordered 12/1)... seems ok, but I haven't played with it too much yet.

[ChampDoglas]

Not sure if it was a good idea to update your question. I did that and it screwed up the ordering sync for my guitar...at least that's what the customer rep told me when I called them :(

I put in for my replacement on Thanksgiving day...and today finally received a UPS tracking number.

Same thing happened to me and I called them. I was told when I updated the question on the EA page, it messed up something at the wherhouse but the people on the phone clearted it up that day I called. Im not really sweating it because I prefer the wireless Les Paul controller anyway.

But the cool thing was I got the email about the free game. I told them about it and processed that over the phone also. You can have any game on their website except for Orange box and Mass Effect. Reason being is that they are not produced by EA only distributed. I got Tiger Woods 08.

[davidshek]

Edit: Yay, new status as of 11 AM EST on 12/06/07:

Type: Package
Status: In Transit
Rescheduled Delivery: 12/07/2007
Shipped To: CARY, NC, US
Service: 2ND DAY AIR
Weight: 6.50 Lbs

So if I really get it on 12/0707, for an RMA placed on 12/04/07, and it works, I'll be very very happy. :)

Here's the latest, as of 6:45 PM EST on 12/07/07. Looks like I actually will get it tomorrow, merely 3 days after I put in the RMA. Much props to EA! :D

Package Progress

Location Date Local Time Description
RALEIGH,
NC, US 12/06/2007 3:33 P.M. IN TRANSIT TO

LOUISVILLE,
KY, US 12/06/2007 3:32 P.M. DEPARTURE SCAN

US 12/04/2007 11:48 P.M. BILLING INFORMATION RECEIVED

[AdamBomb629]

Ordered replacement this past Sunday. Received it today (Thursday - 4 days later)... so far... so good.

Tilt sensor works, up strum, down strum... all good.

Keep you posted.

[Wrichard]

Finally got my guitar today after filing my first (of multiple) support claims on 11/20. Same problem as everyone else - strum is all messed up. The new guitar looks good but I think it's headed straight for eBay. People look to be paying around $50 there and if I can sell it for that, I'll do it and spend the money on the X-Plorer controller for GH3 that works with both games.

[vicam1581]

it was all good until today. I put in for the replacement today about 20min ago.

quick question...do you have to send it all, guitar/dongle/batteries?

[gilby77]

I think that they should have a section on the website for returns if you are returning more then 1 item. I put in for a guitar and new drums. Both started acting up today. I orignally bought on release day and took them along time and a lot of playing to start not working properly. So now I have $250 on a credit card hold till they get their stuff back. I got the tracking numbers right away so hopefully by Monday I will have the drums and new guitar.

I am sure what ever they send you is what needs to be sent back. If you are doing the empty box return, I would call EA and see what they expect to have sent back, or maybe on the instructions there will be something indicating what you need to send back.

At least with EA you don't have to pay for anything to return. I had to pay my own shipping to send something back to Red Octane.

[davidshek]

Package Progress

Location Date Local Time Description
RALEIGH,
NC, US 12/06/2007 3:33 P.M. IN TRANSIT TO

LOUISVILLE,
KY, US 12/06/2007 3:32 P.M. DEPARTURE SCAN

US 12/04/2007 11:48 P.M. BILLING INFORMATION RECEIVED

Looks like I actually will receive it today, less than 72 hours after requesting the replacement! :cool:

RALEIGH,
NC, US 12/07/2007 6:51 A.M. OUT FOR DELIVERY

12/07/2007 4:30 A.M. ARRIVAL SCAN

GREENSBORO,
NC, US 12/07/2007 2:52 A.M. DEPARTURE SCAN

12/07/2007 12:41 A.M. ARRIVAL SCAN

LOUISVILLE,
KY, US 12/06/2007 3:32 P.M. DEPARTURE SCAN

US 12/04/2007 11:48 P.M. BILLING INFORMATION RECEIVED

[imagine]

i posted this in the tech support thread, but I know a lot read this one so please read below:

IMPORTANT - Read if you RMA'ed 11/20 and have not gotten your ITEM!!

--------------------------------------------------------------------------------

I was on the phone with customer support for the 6th time. And here is some new info so if you RMA'ed around 11/20 or therein and still have not gotten your item - MAKE SURE you never responded to the RMA via the REQUEST system. It leaves it locked in a PENDING QUEUE and you will not get an item shipped out. YOU WILL HAVE TO HAVE A NEW RMA ISSUED> I was just talking with a a supervisor. This has happened to a few people

PLEASE IF THIS IS YOU MAKE SURE TO CALL AND GET A NEW RMA ISSUED IMMEDIATELY YOUR ITEM STATUS WILL STAY ON BILLING INFORMATION RECEIVED AND YOU WILL NOT BE PROCESSED IN THE QUEUE

[davidshek]

PLEASE IF THIS IS YOU MAKE SURE TO CALL AND GET A NEW RMA ISSUED IMMEDIATELY YOUR ITEM STATUS WILL STAY ON BILLING INFORMATION RECEIVED AND YOU WILL NOT BE PROCESSED IN THE QUEUE

PLEASE TURN OFF YOUR CAPS LOCK KEY!

Wow that's annoying. If you really want to stress something, try the bold feature. It's far less irritating :)

[tylerdurden]

I got my replacement guitars yesterday. Yes, guitars. EA sent me two of them, though I only have one...

[imagine]

I felt like going retro e-mail.

[zball]

Problem: Down-Strum is missing A LOT and it's not me. I can strum up and well.
Request Sent: 12/03/2007 05:45 PM
I have yet to receive the confirmation/tracking information. But I did update the 'question' requesting an status update on 12/05/2007 09:26 PM.

same thing and I could only hold notes some of the time

[brgossett]

Ordered mine on 11/26, used regular replacement (sry, had Christmas shopping to do). Got my boxes (yes, boxes for 1 guitar) about a week later. So I packed it up and sent it in. UPS got it back to the factory in two business days via ground (not too shabby). So I expected my 2-day air replacement guitar to arrive within the following days. Much to my surprise, it did arrive in 2 days!

Or at least the box did.

That's correct, I received an empty box back from the factory! :eek: So I called EA customer service and got the ball rolling on a replacement. They issued a new RMA, gave me a tracking number, and apologized for the inconvenience. Good news is that I'm no longer in "Billing Information Received"-hell as the unit has now been shipped. Here's to hoping I don't receive another empty box.

[davidshek]

Looks like I actually will receive it today, less than 72 hours after requesting the replacement! :cool:

So I did receive my replacement 360 Strat today, at 2:48 PM. It's perfect, looks new, feels new, plays like new, not a single problem with it.

Total time from requesting replacement (on web, express with credit card) to delivery to my door - exactly 63 hours, to the minute!

I couldn't be happier with that :)

[davis98]

Everything was going good for me. I have had Rock Band since launch and haven't suffered a problem. My roommate and I were relaxing and playing a little Rock Band earlier today when he looks at me and says the strummer is not working correctly. Me knowing that he at times is not the greatest decided to give it a go. I picked it up and immediately realized the down strum was buggy. If you push down like your afraid of breaking it it works fine. But if you do a normal strum it dosen't recognize. So I put in for a replacement only problem is I'm at college and only here until next Wednesday when I go home. I put the information to get it all at home but I'm afraid with Christmas coming up it may take forever to get my guitar.

[Ruffy]

welp I got my Replacement PS3 guitar.

So far it misses less but its still problematic. Alternate strumming and fast strumming are difficult when it randomly cuts out a note. Hard drumming does this as well.

Havent opened it to see what it is, not planning on doing so because of warranty. Just found something out thats disturbing me, my drums werent made right.

I popped off the red pad and saw something I didnt like. Instead of being able to remove the pad by removing a small plug, the wires from the pad are soldered onto a circuit board. All the other pads have plugs which make them removable. to remove the red one I would have to cut the wire. (Pics later)

This better not void my drum replacement warranty since it's obviously a factory hack job.

[samunden]

PS3 guitar problems: strum bar issue and the yellow button sticking occasionally

Send for express RMA on 12/3/07
Received (working so far...) replacement guitar via UPS on 12/7/07

Kids are testing it (playing on it) now and things seem to be OK. I did notice that the box it came in was labeled Xbox360 but the parts inside were for the PS3.

Still having a prob with fuzzy/blurry lyrics though but that seems to be either a software issue or something with the TV (plasma - did the calibration but didn't seem to help..)

[jeremiahtmckay84]

Ok, here goes....

Rock Band PS3 bundle bought 11/23.
Downstrum on guitar went ka-poot on 11/24 after 6 hours of play.
Ordered new guitar with express shipping on 11/25.
Received guitar 12/3, opened it all up, put it together, then put busted guitar in box and set aside.
Sent busted guitar back to UPS on 12/8. Later that same evening, finally got a chance to find the time to try out the new guitar.
Downstrum on NEW guitar went kap-poot on 12/8 after only 1 minute of play...... yes, that's right. Completely stopped working altogether. No partial notes, no double hits, nothing.
Ordered for new guitar with express shipping 12/8.

My current position on the game: If the third guitar does not work, odds are I won't be rushing out to get a RB2 if they decide to make it. Instead, I'll be going after Band Hero slated to be released by Activision/Red Octane, along with the rumored Keyboard Hero, Drum Hero, Guitar Villain, and Drum Villain.

Go with what you know to be tried and true as great gaming experience. So far, the EA/Harmonix team are really letting me down. Hopefully A/RO will look at what all is going on with EA/H and make the right step in the good direction on deciding how NOT to send out faulty equipment over and over again and how NOT to disappoint their customers. Along with others here, GH2 controller still works great, right down to the last piece. (GH1 would still be working too if it wasn't for the brush with road rash.)

Now to wait patiently.......... again.

[IQBlue]

Just got done testing my new guitar.

Upstrum and downstrum feel great. Fast strumming is fine.

Everything seems to work fine except for the Overdrive sensor. Sometimes I have to leave the guitar up for a few seconds before Overdrive kicks in...sometimes it works instantly. Weird. It especially sucks when you really need it on the last tier of songs on EXPERT.

[xboxliveaware]

Update- Nothing to tell STILL NO GUITAR.

Problem with guitar: Down strum won't register
Placed order on 11/23/07
Status: Billing Information Received
Shipped To: GREENVILLE, SC, US
Service: 2ND DAY AIR

This is the status as of 12/08/07 - 15 days later

[a_wall419]

i ordered my replacement on sunday and did the whole $128 dollar thing and recieved my guitar yesterday (friday), and it works fine so far...almost thinkin' about keeping it for the $128 just so i can FiNALLY have a bass player (i have a ps3) and trying to manually fix the defective one....does anyone know how much the seperate guitars, if they ever come out, will cost?

[davidshek]

does anyone know how much the seperate guitars, if they ever come out, will cost?

Well considering that the entire bundle cost $160, I think you can be pretty damn sure individual instruments will be less than $128! :D

Most people are guessing around $80 for drums, $60 for guitar. That's what most website pre-orders (http://www.gamestop.com/product.asp?product&#37;5Fid=802672) seem to be priced at.

My advice, don't keep the broken guitar. Send it back, save your money. No point in spending that money today on a broken guitar when you can wait 1-2 months and get 2 working ones for the same price!

[davis98]

Well if my guitar down strumming wasn't enough the whammy bar has decided it might as well stop working as well. So looks like no matter what I am getting a replacement. Hopefully I will have better luck then what most people have been having.

[ZeroCrush00]

Update- Nothing to tell STILL NO GUITAR.

Problem with guitar: Down strum won't register
Placed order on 11/23/07
Status: Billing Information Received
Shipped To: GREENVILLE, SC, US
Service: 2ND DAY AIR

This is the status as of 12/08/07 - 15 days later

11-22-07 2nd day air, I too, have not received my guitar. I'm incredibly pissed off with EA at the moment.

[Shattered]

I picked up my Rock Band bundle on the 20th. After thanksgiving dinner, my guitars strumbar went. The next morning, my drums green pad completely stopped working. I ordered my replacements on 11/23. I received my ups boxes to send them out a week later on 11/30.

I packed and sent my packages out the following day, my tracking numbers said they were received in the afternoon on 12/5. I still have yet to receive any emails or tracking numbers as to where my drums and guitar are. 2nd day air delivery my ass!

I have been waiting over 2 weeks now and at this point, im getting impatient. This was probably my most anticipated title since I heard it was in the works, and I feel really screwed by what has been happening.

[Kallidoan]

welp I got my Replacement PS3 guitar.

So far it misses less but its still problematic. Alternate strumming and fast strumming are difficult when it randomly cuts out a note. Hard drumming does this as well.

Havent opened it to see what it is, not planning on doing so because of warranty. Just found something out thats disturbing me, my drums werent made right.

I popped off the red pad and saw something I didnt like. Instead of being able to remove the pad by removing a small plug, the wires from the pad are soldered onto a circuit board. All the other pads have plugs which make them removable. to remove the red one I would have to cut the wire. (Pics later)

This better not void my drum replacement warranty since it's obviously a factory hack job.
I am having the exact same problem. It sounds like I will be sending away for a 2nd replacement guitar.

[Visitor Q]

My guitar is starting to develop the double strum issue but I think I am going to sit on it until after the holidays in hopes that the new magnetic strummer is more in place, seems like that is the fix for right now with these.

Jason

[cquezada]

My downstrum was messing up..

filed express replacement December 5

recieved December 10

but I have a quick question about the replacement box...the little paper that it came with told me to put the 'broken' one in the box and tape it back up, BUT my problem is that I dont know what shipping label it's talking about. when I've had to send in my 360 they have a return shipping in the box but this rockband guitar thing doesn't come with anything.

what am I suppose to do?

[TehEnergizer]

I ordered my guitar express December 4th.
Problem: Strum Bar Broken
Still haven't recieved replacement.

[arageddon]

i ordered mine on the 28th and still waiting! EA site said parts shipped on Friday and now it says "Updated by EA" WTF

down strum not working

How long did ppl wait to get the email for free game? Two weeks? Wednesday will be my two week mark

[RogerTarin]

Don't worry that two day shipping its probably misspelled or something, it takes about a week and a half to two weeks to get your replacement, this new one seems to work fine, i went through all Career Mode on Expert and it survived it so i guess it's all right. Lucky it wasn't scratched like the one someone wrote about like on the first or second page of this thread.

[GCheung55]

I'm still waiting for confirmation on mine. I submitted a request on Dec 3rd. =(

[plsmith54]

Shipped off broken guitar on the 30th, and still waiting. Delivered to the address on early December 5th. No updates or notifications.