Rock Band 2 Misgivings

I know it has been a long time since I have updated this blog. Please forgive me on this... After finishing up my Chief Petty Officer Induction season, or initiation, or whatever, I have been quite busy with my new responsibilities. But that is a story for another day. Let's talk about the problems that I have had lately concerning Rock Band 2 and those faulty drum pads that so many people seem to be having issues with.

Since I made Chief, my wife wanted me to treat myself. I decided that I wanted Rock Band 2 when it came out. I think the game is a great idea! I'm a huge music game fan, I enjoy playing simulated instruments, and I've always wanted to try out the drums. Now, since people had some issues with the equipment that came with the first Rock Band, I decided that I'd wait for the second game to come out because Electronic Arts had made many improvements to the guitar and drums. I pre-order the game online through GameStop.com with express shipping because the game shipped on a Sunday and I figured that the stores wouldn't actually have it out for grabs until Tuesday. Since I ordered it express (at an additional $32), I should receive the game on Monday and thus have the game a day early. Unfortunately, it didn't turn out that way. The game was out on shelves in stores across America on Sunday, and then UPS didn't actually get the game to me until Tuesday!! I guess UPS express doesn't necessarily mean next day service?
Well, the game finally get here and I unpack it and set it up. I am really excited at this point since I waited so long to get it. I put the game in and get ready to wail on those drums since I have never played that instrument and it was what I was most excited about. I go ahead and pick and easy song to start with: "Eye of the Tiger" by Survivor. Great tune! The notes start rolling down the track and I start hitting the pads with my drum sticks. I'm hitting the notes perfectly and things sound great except I keep hearing the sound of drum sticks hitting each other on the TV. For some reason, I don't have a combo going either. That is when I notice the blue drum. As I hit other drum pads, the blue pad also registers a hit. This "cross-talk" is messing up my game!
I decide to look online for people having similar issues and if there are any fixes. Many people talked about opening up their drums and putting cotton balls on the sensors or ensuring the sensors are not touching the walls of the well they are installed in. While I'm normally a "do-it-yourself" kind of guy, I didn't want to have to fix a product that I just freaking got in the mail! It is under warranty after all. While I shouldn't even have to go through this process, I decided to contact EA through their Rock Band Support web site and see if I can get a replacement drum set.

The troubleshooting portion of EA's web site was pretty silly. Did I install my AA batteries properly? Check! Are my pads synced with my PS3? Check! Okay, you have a serious issue with your drums and need to return them! Wow, no shit! All I have to do is give them some information, and they'll send me out a replacement set. Once the replacement gets here, I send out the old ones. No problem... oh wait, they want a receipt. Hmmm... I ordered the game bundle online so I don't have a receipt. I decided to contact EA Support about what I could do about this. Here is what I sent them:

I ordered Rock Band 2 special edition bundle online from GameStop.com. My drums showed up defective (the blue pad registers a hit when the yellow pad is hit and sometimes with the red pad). I want to return them for a new set but your web site says that I need a original receipt. The only thing that I have is the packing list from GameStop in the box and an order confirmation email. The packing list has everything that you ask for except the date of purchase while the email contains all information you have asked for. So, what can I submit as a receipt for this return? Thank you for your help.

Here is the response from the EA Support person:

Hello Jeffrey,

Thank you for taking the time to contact us regarding your Rock Band purchase. It is always a pleasure to assist our customers in any way that we can.

If you suspect that a piece of equipment you received with your Rock Band game is not functioning properly or missing, please visit our Rock Band Troubleshooting and Warranty page. Here you will find troubleshooting steps for the various instruments that will help you identify potential problems and order a replacement, if necessary. Rock on over to the Rock Band Troubleshooting and Warranty Page: http://rockbandservice.ea.com/

If there is anything further that we can do for you, please don’t hesitate in contacting us. Additional support can be found on our help site located at http://support.ea.com/cgi-bin/ea.cfg/php/enduser/rockband.php.

Sincerely,

Sonam,
Rock Band Support
Electronic Arts.

I couldn't believe what I just read! I told them that I had a problem with my drums and that I wanted to return them and I asked what I could provide them as proof of purchase. The person doesn't answer the question posed. It almost seemed like an automated response! So, I sent a reply back to Sonam:

Okay, so you didn't actually answer my question. In fact, this seems like an automated response more than anything. I know I didn't explicitly state this, but I did go through the web site already to discover that I have defective drums. I have in fact placed good batteries in my drum set and I have properly connected my drums to the PS3. Since neither of those things would actually cause the crosstalk problem the drums are experiencing as I have stated already, the drums are definitely defective. So now we come back to my original question: what can I use as a receipt for my drums when I ship them to you guys? Can I use the packing slip GameStop sent me, even though it doesn't have a date of purchase on it (which I would think it probably important), or should I submit the confirmation email I received when I bought the game, or both? Please answer my question this time. I've had enough problems with getting the game in the first place from GameStop, the last thing I want is to return this game because of poor customer service on top of that.

I have also attached the scans of the two items in question that I will be submitting for the RMA, once you answer my question.

Thank you again for you help. Hopefully we can resolve this issue with your next response. I'd hate to have to speak to the next person up the chain.

Very Respectfully,
Jeff Peterson

After this, things seemed good to go. Sonam and I sent one more message each, confirming RMA numbers and such and then Sonam sent a final response:

Hello Jeffrey,

Thank you for sending us a copy of your Rock Band receipt. Your information has been verified and we are finalizing your request for a replacement. Your should expect to receive your replacement peripheral soon!

If you have any further questions regarding this issue, please let us know. Additional support can be found at our help site http://support.ea.com.

Sincerely,

Sonam
Rock Band Support
Electronic Arts

Sweet! I was going to my new drum set soon! Sonam sent me this final message on October 23rd. During the first week since I received that message, I checked the UPS web site to check the progress of my package being delivered. UPS said that the billing information was received and to check back on the status of the package later. I checked every day, hoping to see that my package was shipped and that it was on its way to my house. After a week and a half of no change in status, I sent another message to EA Support but I received no response.

I got home from work today and checked my email. There is a message from EA in my inbox. I open it, hoping to see that my pads have been sent. Here is what EA tells me:

Dear Jeffrey,

We trust you have received your new PLAYSTATION 3 Drum Pads by now and are enjoying the Rock Band experience! However, it has been 14 days and we have not yet received the faulty PLAYSTATION 3 Drum Pads you?re returning to us.

To avoid a charge to your debit or credit account, please return your faulty PLAYSTATION 3 Drum Pads immediately upon receipt of your replacement. A charge will be posted 28 days after your request for a replacement if we do not receive your faulty PLAYSTATION 3 Drum Pads.

Rock on, Jeffrey!

Electronic Arts

At this point, I'm literally fuming! I immediately pick up the phone and call EA Support so that I can directly talk to a person. While I'm waiting for the support agent to answer the phone, I calm down so that I can talk reasonably to the person. I'm upset, but I don't want to be rude either. I calmly explain the situation to the woman who answered the phone and she tells me that due to the volume of incidents, and the hand processing of receipts, the turnaround has been slow. She said that I should expect to see my product shipped next Thursday! So, I ask her what would happen if the 28 days pass and EA hasn't recieved my old drums. Would I still be charged? She replied that I would, but once I see that they have received my old drums, I need to call them and they will reimburse me the cost.

I'm not too worried about the charge that I will receive on my credit card for this because I can afford it right now. But what if I couldn't? What about all these other people who are obviously having the same problem as I am? What if they can't afford it? Why should we have to go through this trouble? Why wasn't the product ready to go out of the box? I am still quite upset about EA's poor response to all of this. Will all of those who have had problems be compensated for a lack of full enjoyment of our game for this extended period of time?