EA replacing defective Rock Band guitars

by Richard Mitchell { Nov 29th 2007 at 10:05AM }

Do you find yourself in the unenviable position of having one a' them broken gee-tars for that Rock Band game? Believe it or not, you're actually lucky, because Electronic Arts is now replacing (or repairing) said guitars for free through a customer support page. We should probably note that Joystiq hasn't managed to get the replacement site to work yet, so be patient. Harmonix has admitted that there was a strum bar "imperfection" in an early production run of guitars, which has since been rectified for future runs. Of course, you could always try to fix it yourself, not that we're recommending that. If anyone out there manages to get a guitar replaced, let us know how smoothly the process went.

[Via Joystiq]

Read -- Rock Band support
Read -- Harmonix on guitar problems

Tags: ea, electronic-arts, harmonix, rock-band, rockband

Reader Comments (Page 1 of 1)

Bryan @ Feb 7th 2008 4:09PM

I went throught the whole process. Defective buttons and signed up for a replacement. Was immediately sent an RMA number and UPS tracking number. Awesome. Then it took 2 weeks to actually ship. ANd Cutomer Support was not very helpful. They cite that everytime you question the return process through your online EA Account, your return is pushed to the bottom of the list.

Got a new guitar, although it is refurbished (with some blemishes) and it kicks into overdrive, so the tilt on that mechanism is not at the right angle.

xenocidic @ Nov 29th 2007 10:13AM

frankly i don't see how getting a shoddy broken product and being offered a replacement makes one 'lucky'

Richard Mitchell @ Nov 29th 2007 10:19AM

Been a while since I pulled this out:

http://en.wikipedia.org/wiki/Humor

xenocidic @ Nov 29th 2007 10:56AM

Wouldn't http://en.wikipedia.org/wiki/Sarcasm be more appropriate?

Sorry for not picking up on it~ I guess the italics were the clue?

Richard Mitchell @ Nov 29th 2007 11:17AM

See, that's why you don't write sarcasm. Too hard to pick up on.

Still, if it's me, you've got at least a 50/50 shot that it's sarcasm.

tim @ Nov 29th 2007 10:36AM

got mine yesterday. works brilliantly!

tim @ Nov 29th 2007 10:56AM

got my replacement, that is.

Xanto @ Nov 29th 2007 10:40AM

Hmm, I did notice when we got a new shipment of Rock Band at Wal-Mart, the boxes said something like "Broken? Don't Return it!" and it gives you the support page url.

Dan @ Dec 4th 2007 3:25PM

I got my new guitar in 2 days and all is well. I like the guitar, minus the whammy bar, way better than the GH guitar so I am happy with a 2 day turn around.

jason leighty @ Nov 29th 2007 11:03AM

My replacement is out for delivery today, i'll let you know how it goes,

ReekinHavok @ Nov 29th 2007 11:06AM

After I completed the online warranty I was sent to a confirmation page which showed a RMA number and had a heading for tracking number but it was blank? Still no email confirmation. And $100 is being held on my credit card. Not exactly smooth but i'm confident they will replace it. Let's see.

Knight Marquise @ Nov 29th 2007 11:30AM

I must have lucked out...everything in my Rock Band kit was perfect, and I love the new guitar. I preferred GHII's guitar over GHIII's, even though it is wireless, but think RB guitar is best. Only problem I've had is where to store 3 damn guitars, & a drum set. :)

XeonPro @ Nov 29th 2007 11:48AM

I don't think the process is too bad. My guitar was DOA. Monday afternoon I submitted through the Warranty Page website setup by EA and they had my guitar coming to be 2nd Day by the following afternoon. I should have it sometime today. I'm Crossing my fingers that it is good. Have seen a few people get replacements that were also FUBAR. So far though, I am impressed by the turn around and response by EA and Harmonix on this.

syph424 @ Nov 29th 2007 11:52AM

I opened up an RMA on 11/26, EA states that my 2DA Shipping Label was printined on 11/27, UPS has received the billing information...

But no movement on the package yet. Opening the replacement request is easy. If you provide credit card information, EA will ship a new unit to you and only bill you if you don't return the old unit. If you can't or won't provide billing information, EA will send a box and send a new item once they receive your old one. They don't ask for any proof of purchase, serial number, etc. You say it's broke, they replace it.

For those of you that can't read between the lines, you could say it's broken, provide them with a credit card, and eat the cost if you wanted to. Which would be the only way to 'purchase' any of the instruments without buying the bundle.

thearjunsingh @ Nov 29th 2007 12:02PM

You guys are pretty lucky (the one's who have received their replacement). I placed my request for a replacement guitar on 11/22 and requested the 2 day express (gave my credit card and everything). I was super excited that EA seemed to be on top of everything. Well, now it's the 29th. The UPS tracking code says "Billing Information Received" and EA support said that my replacement hasn't even left the warehouse yet. Mucho bummer.

Loban @ Nov 29th 2007 12:03PM

I wonder if this imperfection was fixed before the actual release of the game. I pre-ordered mine, so does that guarantee I got a guitar with this imperfection? I haven't tried it yet because my wife won't let me have it until x-mas.

HaVoC @ Nov 29th 2007 12:19PM

The bad part is that if you want the guitar back in a timely fashion, it'll cost you. I just took mine back to the store and returned it for another one. Some shortage. LOL! The local retail stores have tons of them.

PlayaCDubb @ Nov 29th 2007 12:21PM

I put my request in last Friday and it hasnt left the warehouse yet either.

Larry not allowed to say cheevo @ Nov 29th 2007 12:22PM

This sucks! I purchased one of these as a Christmas present! Any time limit on this? Should I just send off for it now and send the unused guitar back?

XeonPro @ Nov 29th 2007 1:31PM

To anyone that purchased as a Christmas present or are not going to open till a later date, the warranty is only good for 60 days from purchase date. Currently, the way the return website is setup, you do not need to provide the purchase date information etc...I think once the initial wave of faulty equipment is addressed, you may need to be concerned with the purchase date and 60 day warranty being enforced. If you live outside of the US, you are screwed any way you look at it as they will let you enter everything in and then tell you we are sorry but you are screwed (basically).

Mabooza @ Nov 29th 2007 2:21PM

Got my replacement last night. Still having the problem with the overdrive/tilt. In fact, I think it's worse on the new one. Now It randomly kicks into overdrive while I'm strumming. Extremely annoying. Not sure what to do now. Maybe I'll hold on to it for a while till they get their manufacturing problem figured out. Right now I'd be more than happy to swap this Stratocaster for a GHIII Les Paul.

Steven @ Nov 29th 2007 2:28PM

A friend of mine is having his replaced, and EA holding $100 dollars until he sends the other back is ridiculous. When I had my lamp replaced on my Toshiba HDTV, I wasn't charged anything. EA could do what Verizon Wireless does which is to charge customers the price of the guitar if you don't send the defective guitar back in "x" amount of days. What if you're a person who doesn't have $100 to spare for any amount of time regardless if you'll get it back?

xenocidic @ Nov 29th 2007 4:01PM

Yea, it's poor form. Authorize the card, but don't charge it.

Matthew @ Nov 29th 2007 6:48PM

I got a defective strum bar guitar and went a signed up on the page 3 days ago and i just got my guitar today. It works great! (Although I like my guitar hero 3 guitar's strum bar better)

dispatch421 @ Nov 29th 2007 10:45PM

ReekinHavok......you need to call customer support asap. i went through the same thing with my kick pedal and did the same thing on lauch day. i called them today and they said there was a "glitch" and gave me a ups tracking number. you need the tracking number to verify the shipment process so it ships to you. look for their number in the back of the rockband manual.
p.s. your welcome