(For full understanding, please reference this post.)
So, I got a response from EA this morning. The response basically was telling me that I can’t get two pieces of equipment replaced on the same RMA and I need to open a separate RMA for the guitar.
Yeah, as you can imagine, I nearly screamed as I read it. But, as a nifty little nugget, probably in response to my request for a phone call, they included a support phone number. I include it here for general reference:
If you need assistance with your issue and prefer that someone walk you through the
process, you may contact our Rock Band Support (650)628-1001 hotline PST.Note: Although EA does not charge customers for calls made to this number, this is not an 800 number and interstate rates do apply.
After talking to a person directly this morning, I got:
- a profuse apology
- confirmation that what I thought happened was precisely what had happened (the drum pedal request had been confused for a repeat of the original request and thus had superseded/replaced the original request)
- confirmation in writing that my credit card will not be charged for the “lost” guitar (as it never shipped from their system…the drum pedal shipped)
- a tracking number for the guitar that is now on its way to my home
I’m still not thrilled about the hoops I had to jump through to get to this point, but I’m glad to be at this point. 