EA Pending Charge?

[arimorcos]

Hey,
For how much have your pending charges been? I did the online express guitar fix w/ credit card and got charged $100 from ONLINE GAMES POGO/ REDWOOD CITY. I assume that's EA because they own Pogo and are based in Redwood City. That's a lot of money. How long until I get reimbursed?

[admanimal]

Hey,
For how much have your pending charges been? I did the online express guitar fix w/ credit card and got charged $100 from ONLINE GAMES POGO/ REDWOOD CITY. I assume that's EA because they own Pogo and are based in Redwood City. That's a lot of money. How long until I get reimbursed?

Your card is not actually charged. They just put a hold on that amount for a few days to verify you can handle the charge if in fact you neglect to send the old guitar back.

Or at least that is what is supposed to happen..

[wickedbadz]

Hey,
For how much have your pending charges been? I did the online express guitar fix w/ credit card and got charged $100 from ONLINE GAMES POGO/ REDWOOD CITY. I assume that's EA because they own Pogo and are based in Redwood City. That's a lot of money. How long until I get reimbursed?

They do that to assure you actually have the funds to pay for the guitar in case you don't send one back, pending isn't billed, it's just held is all.

[wes_jett2008]

I sure as hell hope they are'nt 100 bucks when they release them for retail :/

[admanimal]

I sure as hell hope they are'nt 100 bucks when they release them for retail :/

The $100 most likely includes the 2nd day air shipping fee and I think I saw something about a $20 handling charge as well.

[Pilsen6]

Hey man if you just bought the game on Tuesady got ot the store where you got it and exchange it that's what I did.

[djbarg]

I think that it is total BS that they are posting a charge (or hold) to your account for a replacement of a product that is inferior at best. They knew that the guitars were junk when they shipped the game. A piece of hardware SHOULD NOT BREAK ON THE FIRST DAY OF PLAY...no matter how rough you are on it. I am a 38 year old who knows how to take care of equipment and I am having the same problem with the strum bar as everyone else..think of a 14 year old feels. EA/Harmonix did a total dumb a@@ move by shipping this before it was ready. I would have much rather had them say the game was delayed than to end up with a piece of junk. They should send vouchers out to everyone that has had a replacement sent for at least 50% off of a new guitar purchase (when they are finally available in January)

[admanimal]

I think that it is total BS that they are posting a charge (or hold) to your account for a replacement of a product that is inferior at best.

They do not charge your account. They need to verify that your account can handle the charge -if- you neglect to send the old one back, so they don't get screwed with people effectively stealing guitars from them. This is an extremely common practice. In fact some companies actually do charge you and then refund it when they receive the old one, so EA is being nice here. I had to get a TIVO that was less than a month old replaced, and TIVO actually charged me $250 for the replacement and then I had to wait a couple weeks for them to refund it after they got the old one back.

If you really hate the idea of giving them your credit card, you can send the broken guitar back first (at EA's expense), and then they will send you a new one.

Putting the frequency of broken gear aside, EA's support has actually been really good and hassle free. They are even using 2nd day air to ship the new stuff to us. I have called them twice and both times gotten the info I needed no problem. I would probably already have my replacement if not for the fact that UPS has been off since Wednesday.

[djbarg]

My account now has a $100 pending charge on it. They may as well be charging my account, because I certainly can't use that $100!!!!

[admanimal]

My account now has a $100 pending charge on it. They may as well be charging my account, because I certainly can't use that $100!!!!

Well, then you shouldn't have used that option. It's not like they didn't tell you what they were going to do.

[jq715861]

My account now has a $100 pending charge on it. They may as well be charging my account, because I certainly can't use that $100!!!!

No, if they were charging it, you would have to pay it. They will release the hold once they receive the guitar back in return.

Hotels do this quite often. The chain I used to work for did this for every hotel and would hold one night's charge against your card whether the charge for one night was 69 or 350 dollars.

[djbarg]

It's BS that you have to go this route. What about all the kids that don't (or can't) get access to a CC account? They just have to wait to send the broken one back before receiving a new one? Yeah, there's a fun game - play for a couple of hours then wait at least a week before playing again! EA/Harmonix knew these guitars were junk, and yet they shipped the game anyway (if they didn't know, then it wouldn't be so easy to get a replacement) - that's a really good business plan to gain market share.

[jq715861]

It's BS that you have to go this route. What about all the kids that don't (or can't) get access to a CC account? They just have to wait to send the broken one back before receiving a new one? Yeah, there's a fun game - play for a couple of hours then wait at least a week before playing again! EA/Harmonix knew these guitars were junk, and yet they shipped the game anyway (if they didn't know, then it wouldn't be so easy to get a replacement) - that's a really good business plan to gain market share.

I agree with you that the whole thing as a whole is messed up. At least they are offering that option. If you have a 360 you have to wait for a box and then send it in, and they don't give you a CC option. So at least there is some ray of sunshine on this whole thing lol.

The only thing is that I can't tell if I'm in the minority or the majority that have fully functional PS3 guitars. I see tons of people complaining but they are all new people. Most of the people that were on this site over the last 5 months that I've been here that owned PS3's haven't been on much and I'm assuming that they are playing.

[admanimal]

It's BS that you have to go this route. What about all the kids that don't (or can't) get access to a CC account? They just have to wait to send the broken one back before receiving a new one?

Yes. They will give you a 2nd day air label, so it could take only a week between you sending the old one back and getting the new one. I think both adults and children can go a week without playing a game.

[djbarg]

Yes. They will give you a 2nd day air label, so it could take only a week between you sending the old one back and getting the new one. I think both adults and children can go a week without playing a game.

Let me pose this question then. Say you went to a cell phone company, got a new phone, and had it break within hours. You back to the store and they tell you "You'll have to send your phone to Company A for a replacement. Once they receive your broken phone, you will receive the replacement within 2 days. This whole process will take up to a week, but please be patient. In the meantime, your account will still be charged, but you will be unable to use it. Have a nice day" Would you be happy with this?

I know EA is only trying to protect themselves buy posting a hold on your account - but for a 100 bucks? I can go right now and preorder a new guitar controller for 60 bucks! I would be fine with that amount.

[admanimal]

Let me pose this question then. Say you went to a cell phone company, got a new phone, and had it break within hours. You back to the store and they tell you "You'll have to send your phone to Company A for a replacement. Once they receive your broken phone, you will receive the replacement within 2 days. This whole process will take up to a week, but please be patient. In the meantime, your account will still be charged, but you will be unable to use it. Have a nice day" Would you be happy with this?

No, but I am an adult with a credit card, so I never have to go that route.

Can you give me one example of a company that will send you a new X without you sending the old one back first and without taking a credit card #? (X has to be something valuable, not like a snickers bar or something).



I know EA is only trying to protect themselves buy posting a hold on your account - but for a 100 bucks? I can go right now and preorder a new guitar controller for 60 bucks! I would be fine with that amount.

Does that $60 include 2nd day air UPS shipping TWO ways (new guitar to you and old guitar back?)

[Pilsen6]

I need to know something , everyone here got their game between Tuesday and today right? (unless you were lucky to get it before).

Now why wouldnh't you go back to the place you got your game at and returne it/exchange it for another one? why would you go through the hassle of waiting and calling and etc etc.

My guitar broke too and I just walked into Best Buy with the whole thing nad made the exchange and I will keep going to Best Buy until I get one that works (assuming this one breaks too) I just paid for this crap and it cannot brake in a day so here it is Best Buy get me one that works,

[djbarg]

No, but I am an adult with a credit card, so I never have to go that route.

Can you give me one example of a company that will send you a new X without you sending the old one back first and without taking a credit card #? (X has to be something valuable, not like a snickers bar or something).



Does that $60 include 2nd day air UPS shipping TWO ways (new guitar to you and old guitar back?)


The whole point that I was trying to make is that it is all about customer service. If I receive my replacement guitar by Wednesday, send the broken one back, and have the $100 hold taken off of my account by next Monday, I will be good with that. It just really is a bad business practice to have to force your customers into this route when if EA/Harmonix had produced a quality product (or made it compatible with existing hardware) in the beginning. Like someone posted before "I fell like someone handed me an ice cream cone, then kicked me in the balls. I still wan't the ice cream, but can't eat it because of the nagging pain in my nads"

[admanimal]

I need to know something , everyone here got their game between Tuesday and today right? (unless you were lucky to get it before).



The main reason not to is that you are likely to just get another broken guitar. By getting one from EA, you are much more likely to get a newer model that may have the problems fixed.

Plus a lot of people ordered online or from a store that sold out quickly.

[admanimal]

The whole point that I was trying to make is that it is all about customer service.

I guess we have different opinions of what good customer service is. EA is following industry standard practices and sending out new stuff using fast shipping (which was somewhat screwed up by the holiday) and virtually no questions asked.

[djbarg]

I guess we have different opinions of what good customer service is. EA is following industry standard practices and sending out new stuff using fast shipping (which was somewhat screwed up by the holiday) and virtually no questions asked.

I will give them that. I think that one thing that we all can agree on is that the guitar itself is a poor design, and until EA fixes the problem, they are going to continue to replace these items. Just an idea, but maybe UPS has a stake in EA what with all of the 2nd day air charges, they stand to make a lot of money (JK). Seriously though, I think the old Guitar Hero guitars were designed much better (I still have the first one, and while it rattles inside a lot, it still works flawlessly!)

[Pilsen6]

The main reason not to is that you are likely to just get another broken guitar. By getting one from EA, you are much more likely to get a newer model that may have the problems fixed.

Plus a lot of people ordered online or from a store that sold out quickly.

I get it if you made the purchase online (that is why until this day is the worse way to shop) but if you got it at a store why go through the hassle why wait until Wed like the other post said?

And are you dillusional? EA has the same equipment is not like they have a machine making new guitars for every person that calls with an exchange, you'll be getting the same thing man please think.

[admanimal]

Yeah I think we can all agree that this hardware is a disaster. I never had either of my PS2 guitar hero guitars break nor my 360 GH2 guitar. I guess Red Octane was a more experienced peripheral designer that Harmonix. Hopefully they will figure things out quickly.

[admanimal]

And are you dillusional? EA has the same equipment is not like they have a machine making new guitars for every person that calls with an exchange, you'll be getting the same thing man please think.

They might not be making them to order but they certainly have the most recent models off the production lines. So yes, you are far more likely to get a newer, possibly problem-free guitar from EA.

[Pilsen6]

True that! this is shaping out to be the new Three Red Lights Of Death

[Hanover]

I agree! When I called them in a bit of anger about my faulty drum kit...the woman I talked to was very nice and never asked any questions beyond which drum pad I was having problems with. She also told me clearly and plainly there was going to be a $100 hold on my card until they got the broken kit back.

Suddenly I didn't feel very angry anymore. Sure, I was going to have to wait until after thanksgiving to get my drums, but it felt comfortable knowing that it come as fast as possible in a box I could simply put the broken kit into, tape up and drop off at UPS.

Also, anyone shelling out $170 for a video game is generally going to have a credit card/check card of some sort or a parent who can help them out.



I guess we have different opinions of what good customer service is. EA is following industry standard practices and sending out new stuff using fast shipping (which was somewhat screwed up by the holiday) and virtually no questions asked.

[Bakkster]

I get it if you made the purchase online (that is why until this day is the worse way to shop) but if you got it at a store why go through the hassle why wait until Wed like the other post said?

Because the means there is one less bundle that somebody else could buy and enjoy. You are ruining someone's christmas :(

j/k

Seriously, though, why not just replace your faulty part at no charge, instead of replacing 3 working parts as well, risking the next bundle being broken as well?

[Fully]

My strum bar stop working when I hit it downward but worked playing it upwards. I called EA and chose their express service 2nd day. I had no problem giving my cc info to them they put a hold of $100. After that they supplied me with a ups tracking number so Im not like wtf wheres my guitar. The charge is just like if you were going to a hotel room or ordering delivery for pizza and gasoline at the gas station. Awesome and the rep from Ea assured me the guitars were tested to verify they passed quality control.

[SouledOutDJs]

If you have a 360 you have to wait for a box and then send it in, and they don't give you a CC option.

Not true.

I just used the CC option for my 360 guitar return

[mmiranda119]

I get it if you made the purchase online (that is why until this day is the worse way to shop) but if you got it at a store why go through the hassle why wait until Wed like the other post said?

And are you dillusional? EA has the same equipment is not like they have a machine making new guitars for every person that calls with an exchange, you'll be getting the same thing man please think.

In my case, the store I purchased from had no bundles left when stopped strumming. Even if they did, I had 3 spare guitars anyway (the GH3 LP and 2 X-plorers), so I had no problem waiting.

Or...maybe it good be the pink notice that instructs people to not return defective hardware to the place of purchase? Some people may be deterred by it.

Regarding EA having the same guitars, some would like to think that the production error may be corrected from the source, and a guitar from EA may be from a more recent line, and may, in fact, perform as it should.

Assuming someone is delusional and accusing them of not thinking is really unfair, buddy. It is ironic, too.

[zerogeo3]

I agree with you that the whole thing as a whole is messed up. At least they are offering that option. If you have a 360 you have to wait for a box and then send it in, and they don't give you a CC option. So at least there is some ray of sunshine on this whole thing lol.

The only thing is that I can't tell if I'm in the minority or the majority that have fully functional PS3 guitars. I see tons of people complaining but they are all new people. Most of the people that were on this site over the last 5 months that I've been here that owned PS3's haven't been on much and I'm assuming that they are playing.

I have a 360, and it gave me the express shipping option, to enter a CC...