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EA rocks customer service, gives customer a free game photo

Destructiod community blogger Tino decided to follow up on his request for a replacement Rock Band guitar as his broke after 3 hours of use. He wondered where his replacement guitar was after a week out, as it was supposedly shipped via 2-day shipping. 

He came home today to find an email from the "Rock Band Team," which offered an apology for the delay and a free EA game for his troubles.

From the email:

After reviewing our records, we see that your recent request for a replacement guitar has been subject to an unacceptably long delay due to a late shipment from our manufacturer.

By the time you receive this, your replacement guitar should be on its way to you. However, the Rock Band team is committed to providing a world-class customer experience and we do not believe we have met this commitment in connection with your request. As a token of our appreciation for your patience and understanding, we will be offering you a FREE EA game. Details will follow shortly.

We are sorry if your first experience with Rock Band has not met your expectations. We hope our gift will show you how committed we are to your satisfaction. 

A follow-up email would already be considered good customer service, but offering a free game after a week wait is top-notch customer service. As Tino said, "Bravo." 


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next 50 comments

59 comments | showing # 1 to 50

BFeld13's Avatar
BFeld13 at 12/02/2007 18:05
Free stuff is awesome
tehuberone's Avatar
tehuberone at 12/02/2007 18:10
wtf is Destuctiod?
Snoopbob2006's Avatar
Snoopbob2006 at 12/02/2007 18:11
Thats pretty cool
JaysonAych's Avatar
JaysonAych at 12/02/2007 18:18
It all depends on what the free EA game is.

"Oh...well...Skyfox for the Commodore 64 is cool and all, but I'm having trouble getting this 5 1/4" floppy into my 360."
hexfix93's Avatar
hexfix93 at 12/02/2007 18:18
Amazing. To bad microsoft doesn't give you something like this for wasting your damn time with the red rings of death. Maybe I would be able to forgive them if they were as nice as EA is now.
Necros's Avatar
Necros at 12/02/2007 18:26
It's probably an advance copy of Boogie for 360.

@ hexfix

Wow, that has very little to do with the topic at hand. Way to troll. Didn't you say you were leaving?
Holyetheline's Avatar
Holyetheline at 12/02/2007 18:28
That's pretty sweet. What a great customer service team.
hexfix93's Avatar
hexfix93 at 12/02/2007 18:28
I'm very bipolar. and never a man of my word... LOL
slapme7times's Avatar
slapme7times at 12/02/2007 18:29
I love the new look of the site =)

way to kickass Destructoid!
Clockwork's Avatar
Clockwork at 12/02/2007 18:29
WTF! Mine took 6 days to get here when I wanted 2day shipping. I should be getting a free EA game.
Newsworthy's Avatar
Newsworthy at 12/02/2007 18:35
Wait a minute.... We're talking about EA, right? Generosity? Kindness? Apology? I'm confused... :S
akathatoneguy's Avatar
akathatoneguy at 12/02/2007 18:36
Whoa, but I thought EA was an evil corporation and blah blah blah...I guess it doesn't fit the perception, so we'll have to reschedule the next EA hate comments for the next Madden-related story or something.
akathatoneguy's Avatar
akathatoneguy at 12/02/2007 18:36
Whoa, but I thought EA was an evil corporation and blah blah blah...I guess this news doesn't fit the perception, so we'll have to reschedule the next EA hate comments for the next Madden-related story or something.
pooper's Avatar
pooper at 12/02/2007 18:44
All they have to do is give out a 50 dollar game every once and a while and then they get millions back in sales and positive PR. It's cool and all, but why don't you hear more companies doing this?
hexfix93's Avatar
hexfix93 at 12/02/2007 18:45
I bet they will give you a choice or a coupon or something.
Ratcliff's Avatar
Ratcliff at 12/02/2007 18:50
*Smashes Guitar over the armchair* Uh hey EA, turns out mine broke after 3 hours of use, can I get a new game too?
Aughndibi's Avatar
Aughndibi at 12/02/2007 18:51
Hey, I'm happy with this. I got this e-mail as well, and even if it's a crappy game, it's still FREE. I mean, jeez. If it sucks I can sell it or trade it in or something.
madmatt's Avatar
madmatt at 12/02/2007 18:57
Wow, so this is what happens when EA is beaten as the #1 biggest game company by Activision (soon to become one with Vivendi). See what great things come from competition?
Samit Sarkar's Avatar
Samit Sarkar at 12/02/2007 19:07
@hexfix: I thought you decided that you weren’t going to bash the other consoles anymore. You know, they have medication for bipolar disorder.

I really wanted this game, but I’m going to wait a little bit to try and get a non-first-run bundle (they claim that they fixed the broken guitar issue at its source, the factory, for all future production runs). I wonder if there’s a way to distinguish them...
MechaMonkey's Avatar
MechaMonkey at 12/02/2007 19:17
It seems EA has repented, and come over to the light side. Well played, EA.
JtheYellow's Avatar
JtheYellow at 12/02/2007 19:21
Now, if this customer didn't have a highly-visible blog, would it have made a difference?
Holiday's Avatar
Holiday at 12/02/2007 19:25
EA has customer service? Guess they finally realized it's worth it...giving a shit that is.
B-Radicate's Avatar
B-Radicate at 12/02/2007 19:32
LOL @ Ratcliff.
Samit Sarkar's Avatar
Samit Sarkar at 12/02/2007 19:37
Also, will someone ban G-Reaper already?
Poopface Morty's Avatar
Poopface Morty at 12/02/2007 19:47
I got the same e-mail in my inbox today. It doesn't specify which game unfortunately, but suffice it to say I'm sitting fine with my GH3 guitar (which ironically, GH3 seems all but dead to me after the greatness that is Rock Band). So I'll wait a little longer even though I'm still capable of playing the game, and will give a mild 'meh' to the bargain bin title I'm sure to get while simultaneously thinking 'Hey, at least it's free!' Nothing wrong with that.

Anyway, I'm surprised I haven't seen anything front paged about the crappy Rock Band guitars yet (or maybe I just completely missed it).
Origim's Avatar
Origim at 12/02/2007 19:47
Yet the fuckers still want 10 bucks for a new serial number. I'm glad they did this but I still hate the bastards.
The-Excel's Avatar
The-Excel at 12/02/2007 19:48
I think the free game is the customer's choice.
Cheeburga's Avatar
Cheeburga at 12/02/2007 19:53
That's pretty generous.
Poopface Morty's Avatar
Poopface Morty at 12/02/2007 19:55
Excel: It just says they are offering a free EA Game. That sort of vague language doesn't really lend itself to choice for the consumer. If it is, then cool, but I've seen no confirmation that we get a choice.
PrinceofCannedPeaches's Avatar
PrinceofCannedPeaches at 12/02/2007 19:56
I don't own Rock Band, but now I suddenly find myself craving a late replacement guitar.
PrinceofCannedPeaches's Avatar
PrinceofCannedPeaches at 12/02/2007 20:01
I don't own Rock Band, but now I suddenly find myself craving a late replacement guitar.
inque's Avatar
inque at 12/02/2007 20:01
Rock Band guitars breaking?

Just curious on what happened to the guitar, I mean specifically, what's broken?

Does this happen to PS3 versions of the game also?
Phist's Avatar
Phist at 12/02/2007 20:08
My geetar is broked. Free EA game will not do.
Tino's Avatar
Tino at 12/02/2007 20:20
I'm hoping I can get Mass Effect out of this. But yeah, well played EA. I'm a huge fan. I tried to call them today but couldn't find their phone number ANYWHERE.
BluFire's Avatar
BluFire at 12/02/2007 20:28
"As a token of our appreciation for your patience and understanding, we will be offering you a FREE EA game."
There is nothing else specified after this. I'll bet that this does not mean "FREE EA GAME ANYONE U WANT." Just wait - they'll send you a copy of Madden '06 for PS2.
Tino's Avatar
Tino at 12/02/2007 20:36
Yeah. It doesn't specify I'll get to pick but it doesn't specify that I wont at the same time. It might go either way.
Poopface Morty's Avatar
Poopface Morty at 12/02/2007 20:42
"Yeah. It doesn't specify I'll get to pick but it doesn't specify that I wont at the same time. It might go either way."

Usually in these instances, it's not the benefit of the doubt towards the consumer. I wouldn't hold your breath.
Y0j1mb0's Avatar
Y0j1mb0 at 12/02/2007 20:44
Instead of getting a free game, good or bad, how about making a guitar that doesn't break for the game that you purchased. I dont see great customer service here..just good ol' fashion bribery.
JohnnyWadd's Avatar
JohnnyWadd at 12/02/2007 20:59
Enjoy your surplus copy of BOOGIE !
Fleet3000's Avatar
Fleet3000 at 12/02/2007 21:06
this is y i still have hope for customer service outlets.
hexfix93's Avatar
hexfix93 at 12/02/2007 21:09
i'm a microsoft hater, and now matter how hard i try not to be, it all ways comes back up to the top. i want microsoft to fail in every way.

sure its got good games, and makes a lot of people. but i dont care. i'm a sony guy through and through now. i like linux, osx, sony mp3 players, mac computers, and sega, and old school atari. that is what i am.. i'm a recent mac convert, because windows all versions of windows have drove me insane, vista was the nail in the coffin.
NightDehumidifier's Avatar
NightDehumidifier at 12/02/2007 21:22
If there is someone out there who loves me, then it would be a sealed copy of Mutant League Hockey. But since everyone wants everyone dead it's probably NFL Head Coach and Sims 2 University Expansion Pack.
LegendofPayne's Avatar
LegendofPayne at 12/02/2007 21:29
I got the same exact email, this totally kicks ass.
Tino's Avatar
Tino at 12/02/2007 21:36
@hexfix:

This has absolutely NOTHING to do with Microsoft....
hexfix93's Avatar
hexfix93 at 12/02/2007 22:00
True, I'm kind of off topic.

I am tipping my hat to EA for this tho, and I hope other companies adapt this kind of behavior towards their customers.
hexfix93's Avatar
hexfix93 at 12/02/2007 22:01
True, I'm kind of off topic.

I am tipping my hat to EA for this tho, and I hope other companies adapt this kind of behavior towards their customers.
hexfix93's Avatar
hexfix93 at 12/02/2007 22:02
True, I'm kind of off topic.

I am tipping my hat to EA for this tho, and I hope other companies adapt this kind of behavior towards their customers.
hexfix93's Avatar
hexfix93 at 12/02/2007 22:20
what the heck, i wish they allowed us to edit our comments or delete them. because man, i didn't mean to post that 3 times.
Corak's Avatar
Corak at 12/02/2007 23:03
They went above and beyond. A lot of companies wouldn't have gone this far. But its welcome news that at least one company cares for its customers. There was a time where I ordered something from best buy online, it went to backorder status after I ordered it, and they refunded my shipping charges when it shipped a few days later.
Teh_zombs's Avatar
Teh_zombs at 12/02/2007 23:04
hexfix93, you're doing this as a joke, right? A rabid Sony fanboy, ha... Pretty funny.

But srs, got old long time ago.
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