Update on Warranty 6/26/08
***UPDATE TO WARRANTY PROGRAM – EA CUSTOMER SERVICE TO IMPLEMENT ON MONDAY, JUNE 30th***
JUNE 26, 2008: Great news! For a limited time only, we are honoring warranty requests past the official 60-day limit.
Our warranty policy since Rock Band’s launch in November has been to require proof of purchase within 60 days of the warranty claim. However, we decided (on our own and without any obligation) to allow our customers to take advantage of the EA warranty program even if they didn't have a receipt and even if they sent it to us after the 60-day period had expired. We did this to make sure that our customers had the best experience possible with Rock Band.
Over seven months later, we decided to no longer make exceptions to our warranty program. The reasons for this were (1) we have a great deal of confidence in our peripherals, (2) we believe we have a great warranty program in place and (3) we found that a large number of the reported problems--especially those after the 60 day period--were due to mistreatment of the equipment.
Many of you out there felt that the change regarding enforcement of our policy had come without enough notice and some of you had legitimate warranty claims that were impacted by our decision.
Harmonix and MTV Games have always, and will always, remain open to fan feedback about your experience with Rock Band. This feedback is crucial to our development, as it allows us to provide you with the ultimate rock experience and meet your needs as members of the Rock Band community. Thanks to your feedback, we have decided to extend our previous practice of not requiring a proof of purchase until October 1. 2008. This change will go into effect Monday, June 30th, 2008.
However, effective October 1, 2008, any customers who wish to take advantage of our warranty program will need to (1) provide a receipt and (2) report defects within the 60-day period. Please note that any products that have been misused, modded in any way or were broken or defective due to excessive wear and tear are not covered under the warranty at all and all other terms and conditions of the warranty program will be enforced. We hope that, with this advanced notice, you be well prepared for this change in practice as the fall nears. In the meantime, rock on!
As always, to take advantage of our warranty program please contact EA’s Customer Support at http://support.ea.com/rockband