We love Rock Band here, but as with any new hardware, being an early adopter has its ups and downs. In particular, the first guitars that shipped with Rock Band had a common issue where the strum button would stop working correctly:
- Kotaku: Rock Band Guitar Controllers Failing
Although this problem has been known since November 2007, our Rock Band game purchased in January quickly developed the problem: you could strum up, but not down. Since I only strum downward, this put a serious crimp in my already amateurish playing.
Fortunately, Electronic Arts has a convenient warranty page that promised to quickly set me up with a new guitar:
The warranty process took five minutes and a credit card number, which theoretically won’t be charged if you return the defective guitar. Unfortunately, I started this process on January 20th, and I’m still not happy with the result:
- I was immediately sent a UPS tracking number, but they never dropped off the guitar for shipping.
- A month later, they charged my card $125 because I never returned the old guitar. (I couldn’t, since they were supposed to send me the new one first.)
- After dealing with form-letter responses from their online support people for a month, I finally called EA. They were very helpful, apologized, and started the whole process over. This time the guitar was actually shipped, and I received it a few days later.
So now we have a new working guitar (finally!) but EA still owes us a $125 credit. I’ll have to spend some more time on the phone straightening this out.
Got a Rock Band guitar with a strum problem? Here’s my advice:
- Try to return it to the store where you purchased it. EA discourages this, but a good retailer should exchange it.
- Call EA on the phone rather than using their online service. They’re more likely to get it right. The number is 1 (650) 628-1001.
- You may want to consider fixing it yourself—this will probably void your warranty, and it seems like a waste of time to fix something that EA should replace, but I’m wishing I’d done it myself at this point.
- If you use EA’s warranty service, keep a close eye on your credit card.
I love Rock Band—it’s probably my favorite video game of all time—but when I pay $160 for a video game, I expect better customer service. Here’s hoping EA gets their act together in time for me to buy the sequel.
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