Update on Warranty 6/26/08

edited October 2008 in Announcements
***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

Comments

  • Electric_ZenElectric_Zen Road Warrior
    edited June 2008
    Harmonix takes such a pro-consumer approach that it's almost ridiculous. Thank God that over the long term this approach to doing business tends to reap very good financial rewards.
  • Ryder35Ryder35 Rising Star
    edited June 2008
    Great service guys, even if I can't take advantage of it since I imorted my copy to the UK. My only concern is the statement about missuse, what would you define as being missuse of drum pads? These ore objects that have to be repeatedly hit with sticks. What about missuse of a plastic pedal that has to be stamped on repeatedly?

    Not having a go here, more of a polite clarification requested ;)
  • elfreakoelfreako Road Warrior
    edited June 2008
    Electric_Zen;783373 said:
    Harmonix takes such a pro-consumer approach that it's almost ridiculous. Thank God that over the long term this approach to doing business tends to reap very good financial rewards.
    I'm going to have to agree. They had the guitar compatibility patch ready and got blocked by the other guys, and now this. I'm pretty sure it's HMX that pressured EA to keep the customers happy, especially with a direct competitor coming into the picture.

    I have been very unlucky with the timing of my drum failure though. Hopefully EA will be as customer focused as the HMX folks.
  • Goatman...Goatman... Unsigned
    edited June 2008
    Great news thanx HMX.

    I guess this means RB2 is slated to ship this fall with new (improved) peripherals! Alright, maybe I am reading a little to much into this. Or am I?
  • KoennKoenn Opening Act
    edited June 2008
    Guys, this is truly amazing news. My pedal cracked right around the time that the warranty extension was removed, and so it's great to know that I'll be able to RMA it one more time before I'm able to buy all the stuff needed to mod my Roland V-drum kit to work with RB. Thanks a ton, Harmonix!
  • Lady SiaraLady Siara Metal Maiden
    edited June 2008
    Great, I can finally send in my bad mic and drums. Thanks guys, you saved me a lot of cash. XD
  • edited June 2008
    Lady Siara;783416 said:
    Great, I can finally send in my bad mic and drums. Thanks guys, you saved me a lot of cash. XD
    Good thing too, if Lady Siara isn't happy, NO ONE is happy.
  • billmcdougalbillmcdougal Opening Act
    edited June 2008
    This is pretty good news. I am one of the ones that wasn't at all bothered by the fact that the warranty period started to be enforced, but was pretty annoyed by the fact that there was no warning.

    I'm wondering if I should send my stuff in. My drum set seems fine, but it is a launch E/L and from what I've read on these forums, E/L are quite inferior to newer models. Also, from experience I agree that E/L sets cannot use sound dampening materials without a huge loss of sensitivity.

    So should I send my drums back or is that wrong since they're not technically broken?
  • BuRn7 CaK3BuRn7 CaK3 Banned
    edited June 2008
    Great Move. No my friend can send in his Guitars to get them fixed!
  • fatcity42fatcity42 Opening Act
    edited June 2008
    OUTSTANDING!!!!!!!!!!!!!!

    I will resume DL'ing in the hope that RB2 or GH:WT drum pedal will be compatible so if I break the pedal after the OCT date I have a back up.

    On a side note, HMX needs to make a MUCH, MUCH, MUCH more durable pedal and a little more durable drum pad to solve these problems. Also, being able to buy a drum pedal seperately would be awesome so I could buy an extra and mod it and not have to worry about voiding the warranty. I have however got a stick-on metal re-enforcer for the drum pedal that did help a little but did not keep the pedal from breaking. It would be nice to get something that wouldn't break and ESPECIALLY NICE TO GET SOMETHING FROM HMX THAT DIDN'T BREAK.
  • darknessmoondarknessmoon Road Warrior
    edited June 2008
    Micsktafa;783321 said:
    Wow! They actually listened!
    It's not the first time they have. :p
    Apples;783422 said:
    Good thing too, if Lady Siara isn't happy, NO ONE is happy.
    I never got that Memo! :eek:

    In all seriousness, this is full of win! I just hope that those other guys that were worried about this the most (I think it was u2freak and ecfirefighter, or something...) come back here to see the great news. Well, not just them, but everyone else for that matter!

    Hurray for this announcement! :D
  • darknessmoondarknessmoon Road Warrior
    edited June 2008
    billmcdougal;783438 said:
    I'm wondering if I should send my stuff in. My drum set seems fine, but it is a launch E/L and from what I've read on these forums, E/L are quite inferior to newer models. Also, from experience I agree that E/L sets cannot use sound dampening materials without a huge loss of sensitivity.

    So should I send my drums back or is that wrong since they're not technically broken?
    I got some gum rubber pads for my EL set and they play like a dream... Perfect balance of sensitivity & endurance.
  • PandastrikePandastrike Opening Act
    edited June 2008
    Oh Harmonix, how I love you
  • WerttyWertty Rising Star
    edited June 2008
    This made my day.
    I was mostly completely upset about the warranty thing before because I was waiting for my drums to COMPLETELY crap out instead of just kinda dropping notes every now and then to send it in, and the 60 day warranty thing went into effect before then, so I was stuck with a drumset that dropped notes every few seconds.

    But thanks to the WARNING I won't get mad about that again 'cause it'll be nobody's fault but my own if I don't send it in in time now.
  • needLEErneedLEEr Opening Act
    edited June 2008
    Things like drums and guitars need to have an infinite warranty. Especially drums. Do you not understand the phrase "wear and tear"? Some people hit the drums harder than others and they just break. Especially EL sets. As for guitars, some don't break within 60 days, some break within the first day.
  • Bosco32Bosco32 Road Warrior
    edited June 2008
    needLEEr;783692 said:
    Things like drums and guitars need to have an infinite warranty. Especially drums. Do you not understand the phrase "wear and tear"? Some people hit the drums harder than others and they just break. Especially EL sets. As for guitars, some don't break within 60 days, some break within the first day.
    Every electronics company understands "wear and tear." That's why "wear and tear" is covered by virtually no first-party warranties from any electronics manufacturer. That's why Best Buy and Circuit City charge for warranties that do cover wear and tear.

    Anyway, this is outstanding news!
  • RedJaguarRedJaguar Opening Act
    edited June 2008
    Hmm .. I have had my EL's for 5 months.. and have been 100% happy with them .. had stick on foam pads on it for the last 3 months..

    Took the red foam off yesterday because it lost its stickiness.. and noticed today - my yellow pad is rattling.. ? wtf? and in the foam pad it feels like a dent in it - so ...

    I tink my yellow pad cracked :( these things shouldn't crack after 5 months of use - especially with foam pads on them! -- But now, thanks to this -- I can RMA my set and not have to worry about losing notes and waiting for months to get a new set..

    Thanks! And I hope the newer peripherals are a little more solid!
  • KEFIOXKEFIOX Opening Act
    edited June 2008
    Thank you! I cannot explain how thankful I am in words right now. I called just this past week to get my drums replaced (****ty red pad) and they told me I wasn't within warranty anymore and that I had to go buy a new drum set to get another 60 day warranty. Which really pissed me off. I was just about to go buy a new drum kit tomorrow but was pointed to this thread by a helpful member in another thread. The only downside to this is that instead of being able to play drums tomorrow I have to wait a couple of weeks but I'll survive as long as my other equipment doesn't die on me.
  • ArtisaneArtisane Unsigned
    edited June 2008
    This is good news for those of us that have legitimate warrenty issues, however it comes a bit late for me. At the request of your customer support, and the lack of warning, I was forced to purchase a third party repair kit for my 2nd drum pedal. Two weeks ago it broke without warning. ( I babied this one since I was worried it might break like the last one.) No stomping, no shoes... just barefoot and flatfoot, yet the 2nd series replacement pedal I had broke anyways.
    The csr I spoke with said that there was nothing that could be done, except for buying a whole new drum kit, or patching it third party. I did the later which ran $29. In the end, I'll probably buy the Madcatz model coming out by the end of this year. The rockband models are just unreliable for the price you pay.
    I've had the yellow pad crack on one drum kit, (despite having foam pads installed from day one) and two pedals crack now. Probably since I live in a dry desert and I notice the plastic that's used doesn't do well in the dry heat out here.

    in any case, good job on supporting your customer, but can you please make decent enough hardware that doesn't fail withing 2 months of receipt?
  • doomed26doomed26 Opening Act
    edited June 2008
    Thanks!! I do appreciate the great customer service!
  • HuskieHuskie Opening Act
    edited June 2008
    Thank you HMX and EA!

    This does buy some time on the peripherals that we just picked up a month ago but with a Jan 08 manufacturing date sticker on the bottom.

    What I would love to have is this policy:
    • Anyone that has old equipment, based off of the serial number of that equipment, will be entitled to a free upgrade to the new equipment. This should be the equivalent of RMAing your old one but getting a NEW one back.
    • Enforce a 60 day warranty on only NEW equipment.
    But that would only work if there are newer, improved versions of the peripherals being released which leads to this question ...

    "Are there new, improved versions of the peripherals being released now?"

    Thanks again HMX and EA.
  • partyboydanialpartyboydanial Rising Star
    edited June 2008
    wait so if i got the game november 20th and my bass pedal broke a few days ago, ill be able to send it in?
  • SuperfroSuperfro Opening Act
    edited June 2008
    This is fantastic, but doesn't that leave us in the same boat come October? Is there any reason why the 60 day warranty wouldn't be extended to the replacement items as well? That would only make sense, and I'm not sure why it doesn't opperate that way.

    Also, I have never understood why I've never had to provide any kind of detail on my drum problems outside of "the drum pads don't work". That doesn't really seem to get to the bottom of issue at all. That has always bothered me, as I would think they would want to track what exactly is going wrong with the instruments. :confused:
  • maccachiefmaccachief Unsigned
    edited June 2008
    just got off the phone with support...and the guy i talked to is unaware of this

    he asked me where i heard about this...and i told him the official rock band message board. so he put me on hold, to go look for himself i guess, and he came back and said...and i quote...

    "sir, that message board, anyone can go and post news like this. if the announcement didn't come straight from EA then there's nothing we can do about it."

    so i told him that one of the harmonix guys made the post and he just reiterated that "if it ea didn't make the announcement there's nothing he can do"

    ...
  • Bosco32Bosco32 Road Warrior
    edited June 2008
    maccachief;784009 said:
    just got off the phone with support...and the guy i talked to is unaware of this

    he asked me where i heard about this...and i told him the official rock band message board. so he put me on hold, to go look for himself i guess, and he came back and said...and i quote...

    "sir, that message board, anyone can go and post news like this. if the announcement didn't come straight from EA then there's nothing we can do about it."

    so i told him that one of the harmonix guys made the post and he just reiterated that "if it ea didn't make the announcement there's nothing he can do"

    ...
    As hmxsean said, and an EA rep said as well on the Tech Support forum, the policy doesn't go into effect until Monday, June 30th.
  • edited June 2008
    Bosco32;784050 said:
    As hmxsean said, and an EA rep said as well on the Tech Support forum, the policy doesn't go into effect until Monday, June 30th.


    Absolutely. Please leave the nice CS people alone until June 30th. They aren't set up for the new policy until then.
  • sevenduffssevenduffs Opening Act
    edited June 2008
    rockbandrocker123321;784151 said:
    So...WHATS THE DLC FOR 2MORROW!!!!!! HMXSEAN.....I DEMAND TO KNOW!!!!

    IS IT ANGELS AN AIRWAVES!?!?!?!??!!?!?!?!?!?!?!?!? I WOULD LOOOOOOOOOOVE THEM IN ROCK BAND YOU KNOW????
    Please go away.
  • rockbandrocker123321rockbandrocker123321 Rising Star
    edited June 2008
    sevenduffs;784157 said:
    Please go away.
    have a sense of humor and i know its not gonna be AVA so yeah just chill
  • DarkthorDarkthor Unsigned
    edited June 2008
    I understood why the enforcement of the 60 day warranty was applied and other than the lack of a warning period I didn't have a problem with it. It affected me adversely at the time because the red pad on my drums had been slowly cracking for some time but I hadn't sent it back previously because I didn't want to be without my beloved drums (Even though when I bought Rock Band I didn't think I'd play the drums). I also felt that the drums I had gotten in November might not be 'the latest' and strongest as we were being told they currently were supposed to be.

    With this chance to send in my previously problematic drums and forewarning of a cutoff of when the warranty will be more strictly enforced I am quite satisfied. Thank you for listening to our concerns and responding so well.

    A satisfied Rock Band customer,
    Duane
  • maccachiefmaccachief Unsigned
    edited June 2008
    Bosco32;784050 said:
    As hmxsean said, and an EA rep said as well on the Tech Support forum, the policy doesn't go into effect until Monday, June 30th.
    yeah...i know it doesn't go into effect until the 30th, but i was calling just to see what might be wrong with my pedal (other than it cracked, but it just stopped picking up notes altogether). it just made me laugh when the guy was like "sir...anyone can post anything on those forums" and didn't even acknowledge the fact that a harmonix guy made the post
This discussion has been closed.