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Rock Band --- Instrument replacement woes / Contacting EA? IMPOSSIBLE!
elizabex
Registered User regular
Registered User regular
So, the strummer on my Rock Band guitar crapped out (the whammy bar also snapped some time ago.. lordy lordy) and I went through the whole coffin-request thing with EA. The coffin shipped right away ---- I didn't opt for their "express" solution for repair, as avoiding the $$ hold on my credit card seemed, well, prudent.
Anyway, a box arrived. Took it home. Inside were instructions that said, in summary:
1. There's a smaller box inside the big box (note: no small box)
2. Your new guitar is in that small box (note: no guitar inside the absent small box)
3. Put your old guitar in the bubble wrap (note: no bubble wrap around the absent new guitar inside the absent small box)
4. Put that box in the other box, and ship the box/box to EA (note: etc)
Ok, fine. So EA shipped me a box with a piece of paper in it containing all sorts of instructions regarding absent packing material and absent guitar peripherals. I, of course, am hesitant to ship my guitar back to EA given what this set of instructions say to do --- in case they think that they DID ship me a new guitar and/or packing material.
So I go to EA's site looking for customer service contact info.. the only way to contact EA, as far as I can see, is to submit an online query. I did that, waited the suggested 24 hours, and now, for whatever reason, I can't log into EA to check the status of what to do. Every time I try to log in, I get:
Generic Company Support Site
We have encountered an error: 1. Sorry for the inconvenience.
...wha HUH?
I'm looking for suggestions here ---- anyone else go through this? I have no idea how to contact EA. At all.
..if there's already a thread about this, I apologize. The temporary lack of the search tool is the bane of us all.
Anyway, a box arrived. Took it home. Inside were instructions that said, in summary:
1. There's a smaller box inside the big box (note: no small box)
2. Your new guitar is in that small box (note: no guitar inside the absent small box)
3. Put your old guitar in the bubble wrap (note: no bubble wrap around the absent new guitar inside the absent small box)
4. Put that box in the other box, and ship the box/box to EA (note: etc)
Ok, fine. So EA shipped me a box with a piece of paper in it containing all sorts of instructions regarding absent packing material and absent guitar peripherals. I, of course, am hesitant to ship my guitar back to EA given what this set of instructions say to do --- in case they think that they DID ship me a new guitar and/or packing material.
So I go to EA's site looking for customer service contact info.. the only way to contact EA, as far as I can see, is to submit an online query. I did that, waited the suggested 24 hours, and now, for whatever reason, I can't log into EA to check the status of what to do. Every time I try to log in, I get:
Generic Company Support Site
We have encountered an error: 1. Sorry for the inconvenience.
...wha HUH?
I'm looking for suggestions here ---- anyone else go through this? I have no idea how to contact EA. At all.
..if there's already a thread about this, I apologize. The temporary lack of the search tool is the bane of us all.
elizabex on
0
Posts
It sucks when this happens but you may just have to wait an hour and see if you can get through after that.
edit: I'm an idiot at the readings. Did you call? I think the rock band thread had EAs number. Also: check the instruction manual. I had to find their number that way for a battlefield problem.
google yields this info from 8 months ago...don't know how relevant it is:
EA Tech support
PC – 650-628-1905
Console – 650-628-4322
Online – 866-543-5435
I'll do that --- thanks for the suggestion.
Hah --- I tried doing this before by logging in from the support page, but it wouldn't work. Signing in from the main EA page worked like a charm. Thanks for the tip.
PS: WTF stupid EA website?
PPS: no response yet.
Snap! I didn't even see the numbers you provided there
thanks for looking them up. I couldn't pull them up in my attempts at letting google sidestep the EA mainpage. I'll give them a go if I have future trouble.
Really? People have had that happen before?
The ONLY reason I was hesitating to return shipping is b/c the sheet in my box (the incorrect one) states to put the old guitar in the provided packing material. I don't want to ship the guitar to EA and have them say: "WTF! Follow the instructions! Guitar broken in shipping!"
If it's happened before, I'll go ahead and reship.
Case closed --- thanks all.
Same here.
I know there's another thread for Rock Band, but since this one detailed my specific experiences, I thought it might be of value to update it to let YOU ALL know what happened:
- As reported above, EA sent me an empty box that included the wrong set of instructions for packing up and shipping my faulty guitar. I did, as explained, not use their "express service."
- After confirmed that I had everything I needed to ship my guitar to EA, I did so. UPS tracking put the guitar at EA on February 5th.
- This Tuesday, February 12th, I called the Rock Band support number and spoke with a customer service agent to see what was what. I had read plenty of advice online about how you should NOT NOT NOT update your own RMA ticket, as that will remove your ticket from the top of the queue for whatever reason. Anyway, the EA person I talked to confirmed that they had received my guitar (through the UPS site, actually --- not through anything internal) and told me that if I hadn't received a new email by today (Friday, February 15) with my return shipment tracking info to give them a call back.
- Well, it's Friday and still no tracking number for my new guitar. I called EA back, told them what was what, and the woman I spoke with confirmed all my info, issued me a new RMA, and said she was going to send me an express shipment without taking my credit card info down. Gave me the new RMA number and the UPS number, and told me that I should receive the new guitar in 3-5 buisness days. From what she said over the phone, it sounded like nothing had happened on EA's end after they received my faulty guitar.
Anyway, the aparent lesson that calling in to follow up your return shipment is probably a good idea. I've heard of several people who seem stuck in one part or another of the warranty exchange process, and would definitely recommend calling the Rock Band support number.
That number, for the record, is: 650-628-1001
Now this thread can die for real.