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."
Dale North is Destructoid's Editor-In-Chief, a founding editor, and specialist in Japanese gaming. An accomplished musician, Dale was reporting from Japan during the earthquakes of 2011. Luckily, he got the fuck out alive and is home in America now with his wife and beloved corgi, Einstein. Dale is also a co-founder of Destructoid's sister anime site
Japanator. Likes Corgis, Sega Saturn, PSP, iPhone, Photographic tools.
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Contest:
6:09 PM on 12.02.2007
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"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."
@ hexfix
Wow, that has very little to do with the topic at hand. Way to troll. Didn't you say you were leaving?
way to kickass Destructoid!
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...
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).
Just curious on what happened to the guitar, I mean specifically, what's broken?
Does this happen to PS3 versions of the game also?
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.
Usually in these instances, it's not the benefit of the doubt towards the consumer. I wouldn't hold your breath.
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.
This has absolutely NOTHING to do with Microsoft....
I am tipping my hat to EA for this tho, and I hope other companies adapt this kind of behavior towards their customers.
I am tipping my hat to EA for this tho, and I hope other companies adapt this kind of behavior towards their customers.
I am tipping my hat to EA for this tho, and I hope other companies adapt this kind of behavior towards their customers.
But srs, got old long time ago.