EDIT- We have consolidated our warranty posts. Please see the following stickies for the latest warranty information:
Instrument/Peripheral Warranty and RMAs
Canadian Warranty and RMAs
Software Troubleshooting and Warranty
-MetroJack 01/15/08
Rock Band is covered by a warranty policy that allows you to get a replacement for a malfunctioning peripheral at no cost to you. There has been some concern about how this works so I wanted to make sure to answer your questions and ease your minds about the process.
How to Setup an RMA
There are a few ways to send in your replacement request to us. The primary and easiest way is through the Rock Band Warranty site at
http://support.ea.com/rockband which is available 24-hours every day. This page will walk you through troubleshooting and then, if the peripheral is still not working, will allow you to create an RMA so that you can get a replacement. Setting up an RMA through the site takes minutes and you'll even get a follow up email with your tracking number when you're done.
If you need further assistance or are not comfortable using the site for any reason, we also have live Support channels open to assist you. The Rock Band Support phone number for your region is in the back of the game manual and allows you to get to a Rock Band Support representative who can answer your questions and get an RMA in place for you if necessary.
Replacement Methods and Policies
The Rock Band warranty process is built to be much faster than any industry standard for warranty (which often take up to 4-8 business weeks to process, use slower shipping methods to save cost, and provide refurbished items for replacement). We utilize UPS 2-day air and UPS Ground for fast and reliable shipping to you as well as the shipping labels we provide you to get faulty peripherals back to us, and that's never at any cost to you. We also use only new peripherals as replacements and in most cases an RMA is processed and ready to ship within 24 hours of submitting the request!
We have different replacement methods to allow you to choose the option that best fits you.
- Express - The Express replacement option is the fastest replacement method available. In this method we send you a replacement right away via 2-day air. You then use the box from the new peripheral to pack your faulty one and ship it back to us with the provided label. This method requires a hold on your credit card which is removed as soon as we process your returned peripheral. Make sure we receive your return within 28 days of submitting your RMA so that the hold is cleared from your account!
- Standard - The Standard replacement option is an alternative option for those who do not have a credit card or are not comfortable with placing a hold on their account. In this method, we ship you an empty box and a shipping label that you can use to send your faulty peripheral to us. Once we receive and process the item, we will ship you out a new peripheral. This process takes a bit longer than Express since we have to receive your item before we can send the new one.
- Canadian RMAs - We are accepting Canadian replacement requests! The current replacement process for Canadian RMAs may take at least two weeks due to the special customs and processing requirements we are working through. We are looking into improvements to ensure this is the best process possible and will keep you updated any changes to the Canadian Rock Band Warranty service. At this time a credit card hold is required as all Canadian requests are processed by sending a replacement peripheral first to ensure you get back in the game as quickly as possible. Please note that you will not receive a tracking number when you create this type of RMA; that is normal.
Self Repair and Modifications - It is entirely up to the individual whether you want to try to repair an instrument yourself or to modify it some way. However, please be aware that if the peripheral has been obviously damaged by anything outside of normal game play this will void your warranty and you may not be eligible for a replacement.
How to Check on an RMA and Get Help
You can check on both the processing status of your replacement through your RMA number and then the shipping status via your UPS tracking number. This allows you to get the best possible handle on where your replacement is at any time. To view your RMA status, simply visit
http://support.ea.com, click on "My Questions", and login with the information you used to request your replacement.
You will see a list of all your Support questions and RMAs with a "Status" listed on the right. The Status tells you a lot about what is happening with your RMA.
- New RMA - Your RMA has been submitted and is waiting to be processed.
- Label Printed - Your RMA is being processed and a box is being prepared for shipment.
- Parts Shipped - Your RMA was processed and staged for UPS pickup. It may take a day or two for UPS to scan the box in at their hub, so expect that your UPS tracking number will update from "Billing Information Received" to a shipping/location status within that time.
- RMA Completed - We have processed and verified your return RMA and any applicable credit card hold has been removed.
If your RMA is not listed when you login, if the Status is not one of those listed above or does not update within 5 days, or if you have questions about your RMA please contact our Support team or send me a PM with your incident number and/or RMA number, so we can look into it for you and help you get everything on track.
A lot of work has been put into this process to make it as fast and simple as possible. If you have any feedback, suggestions, or questions please let me know so we can continue to make improvements and add functionality to ensure this is the best warranty program it can be for you.
~Violet
P.S. If you are wondering about software warranty for your Rock Band disk, check out the Software Warranty link in my signature!
Rock Band Warranty
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