Print 44 comment(s) - last by MDE.. on Dec 5 at 1:43 PM

Broken "Rock Band" guitarists promised free game

The general consensus is that Rock Band delivers on promises of being the most ambitious music game to date. Those lucky enough to have a Rock Band bundle are able to simulate the feeling of playing in a real quartet, that is, until the included Fender Stratocaster stops working.

Despite Harmonix’s experience in shipping three games bundled with guitar peripherals, early Rock Band adopters quickly found out that the hardware wasn’t up to the same standards as the game.

“As sometimes happens when new products first go into manufacturing, we discovered an imperfection with the strum bar in an early production run of guitars that were shipped at launch,” wrote Harmonix in its forums. “We want to inform you that we have since identified and fixed the issue in all subsequent production runs of the guitars.”

Those with guitar issues were directed to EA, Rock Band’s publisher, for the hardware replacement program.

The developer also wrote, “Harmonix is dedicated to creating 100% customer satisfaction and to those of you who've encountered any hardware issues, we are sorry for the hassle.”

The apology and assurance of satisfaction from Harmonix appears to extend beyond just the developer level. Users who have registered for a replacement guitar are reporting emails from EA telling them that they will be offering a yet unnamed EA game for free as compensation for “unacceptably long delay [of replacement guitars] due to a late shipment from our manufacturer.”

Details on the game and how it will be delivered are to “follow shortly.”

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Kudos to EA
By MDE on 12/3/2007 1:13:01 PM , Rating: 3
My strum bar broke on launch day and I'm still waiting got a new guitar, but when I called to ask about the status of the return, I got a real person who actually sounded like he cared. He apologized profusely for their email system bug (I never got a confirmation email) and said that the new guitar should have shipped out by now. Saturday I got the email from EA about the free game. All I can say is I'm impressed, but I just hope the free game is a coupon, not old stock they're just dumping as a gesture of "good will." I better not open the box to find a copy of FIFA 06 or Def Jam Icon.

RE: Kudos to EA
By Screwballl on 12/3/07, Rating: -1
RE: Kudos to EA
By MDE on 12/3/2007 1:21:02 PM , Rating: 4
I think I called EA customer service, and spoke to an EA employee about an EA product that I registered on EA 's site. I think that EA is somehow behind this.

I love to hate EA as much as anyone else, but they're starting to win me over.

RE: Kudos to EA
By Screwballl on 12/3/07, Rating: -1
RE: Kudos to EA
By MDE on 12/3/2007 1:40:15 PM , Rating: 4
Or maybe EA told the manufacturer to fix their defective hardware or lose their business. I'm starting to see a common link here and it's EA .

RE: Kudos to EA
By retrospooty on 12/3/07, Rating: -1
RE: Kudos to EA
By MDE on 12/3/2007 1:53:32 PM , Rating: 4
Hmm, maybe I should do a bold underlined italics EA .


You just can't get through to some people.

RE: Kudos to EA
By retrospooty on 12/3/2007 2:02:28 PM , Rating: 2
the hat trick ! good call

RE: Kudos to EA
By Screwballl on 12/3/2007 2:07:18 PM , Rating: 1
READ the story again...
Harmonix recognized the problem
Harmonix stated they would replace them
Harmonix stated to get a replacement, to go through EA.

At no point did it say that EA had issued a recall or had actually done anything other than state they were handling the requests for Harmonix.

Why are people so quick to say EA does no wrong when the story states everything needed right there. EA did nothing at all until Harmonix stepped in. That means EA was willing to take your money and run.... until Harmonix told them to replace them. Of course it will take a year or two for some people to get replacements based on EAs track record.

RE: Kudos to EA
By Black69ta on 12/4/2007 2:29:40 PM , Rating: 3
1st of all EA doesn't manufacture the guitars, 2nd EA is just the publisher, 3rd Harmonix does not own any EA games to give out for free.
Harmonix admitted a Manufacturing flaw and arranged with their publisher, EA, a system to distribute replacements.
the guitar manufacturer is slow to be able to fill orders for retail and replacement guitars so there is a backlog.
EA recognized this and sent emails stating people who needed replacement guitars would get an EA game too, because they had to wait so long.
EA=good customer service
guitar manufacturer= f*ed up but they are trying to fix it so kudos to them all.

If EA wanted to be D*ks about it they would have said, "hey we didn't make any of it we just distributed it. talk to them.>>pointing to a dark alley<<

RE: Kudos to EA
By MDE on 12/5/2007 1:43:24 PM , Rating: 2
Just as a follow-up, I'm getting a free copy of Crysis. Bravo, EA, you just saved me $50.

"My sex life is pretty good" -- Steve Jobs' random musings during the 2010 D8 conference
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