Problem with drum kit

[Frenuless]

I have a big problem,my drums dont work! I've had the set since launch and now my blue pad doesnt react at all. I've went to the store i bought from and they told me to use the easervice website,but it tells me to take it back to the store...argh!! Please.if someone knows how i can get a replacement drum set,tell me,its driving me mad thanks.

[Remora Wraith]

Take it back to the store. If they tell you to use the EA website tell them that it is their responsibility and if they still refuse tell them they're legally obligated under the consumer rights act to replace faulty goods that they sell, regards of store or manufacturer policy.

[Scooper]

why cant stores just accept its them that have to sort it out with EA not the customer. A few of my friends on live have also had this problem

[Remora Wraith]

I did hear that EA instructed stores not to accept returns at first and that people had to use the EA site thing but that could be untrue. it does seem like the stores have gotten some kind of message like that though weather it be from EA themselves or not though is another matter.

[Frenuless]

Thanks for the reply guys,but i've tried telling the store this twice now,and they're still saying to use this website because they supposedly recieved an email from EA stating not to replace the product,this is really a shambles and its making me regret spending my money on the full edition.

[Scooper]

ive heard that 2 actually with ea telling stores not to take returns
however even if they've just told the stores not to they steal have a legal obligation to replace faulty stock. I think EA really needs to clear this problem up, its hardly fair when people have spent alot of money on stuff only to have it break and then be told to wait forever while thr shoddy customer services replaces it whereas a store could replace it in 5 minutes. Ridiculous. Yet another example of EA trying to **** people off

[Remora Wraith]

Originally Posted by Frenuless

Thanks for the reply guys,but i've tried telling the store this twice now,and they're still saying to use this website because they supposedly recieved an email from EA stating not to replace the product,this is really a shambles and its making me regret spending my money on the full edition.

Stand up for yourself, tell them it's is their legal duty to replace it regardless of what EA said it is the law that any faulty goods HAVE to be replaced by the people who sold them to you.

Also scooper it's not necessarily EA that's done this, it's only stories a friend of mine who works in gamestation and another who works in HMV have both said they've heard no such message. So I think that someone has said it, and now stores are passing it off as the truth so they don't have to deal with returns. So in this case it's not EA it's the shops ripping people off.

[Scooper]

dang shops. just trying to think where i heard it now???

[Remora Wraith]

I heard it on a forum and my brother mentioned it, not exactly a reliable source and I heard it before it was released here anyway so I dunno. I doubt it would've gotten out to the public that easily before release, afterwards maybe once people have been told that. Personally I think it's shops making it up because they know about the web service in the US and they're trying to weasel out of their obligation to deal with the returns (they probably expected quite a few due to the poor build quality of the drums).

But Frenuless as I said before take it back, don't take no for an answer and tell them it is their LEGAL OBLIGATION regardless of store policy or some email they've gotten from EA it is the LAW and neither they or EA are above it.

[Frenuless]

I'm sure the guys at the GAME store will try to fob me off using the same excuses,but i'll try again. This time though i've got a screen print of what the easervice website tells me to do (take it back to the place of purchase) so then they can't deny what it says,but i dont know what im going to do or what steps to take if they refuse me again.

[Remora Wraith]

Go to the trading standards website get their phone number before you go in.

Straight away first thing you do ask to speak to the manager explain the situation, that you've been in twice and that you're not happy and that you want a replacement, an apology for the way you've been treated and his name and the address of their head office.

If they still refuse then tell them it's their legal obligation, and if they refuse yet again ask if you can use their phone to call trading standards (it's always better if you ask to use their phone it makes you sound more threatening in a polite way. If they refuse then tell them you're going to phone them on the mobile, if you actually get through before they do anything then explain to them and ask if they can speak to the store manager, hand over the phone 30 seconds later leave with your replacement drums.

[EAUK_Adroit]

You will need to exchange them at the store you originally purchased from (with receipt).

[Remora Wraith]

Ye-yeah thanks for clearing that one up........

[iapetus]

Originally Posted by EAUK_Adroit

You will need to exchange them at the store you originally purchased from (with receipt).

Shouldn't require a receipt, of course - all the hardware should be within warranty at this point, and not everyone keeps (or even gets) a receipt.

[Remora Wraith]

Nope they don't legally have to do anything without proof of purchase, irrespective of whether or not the warranty isn't out of date, and if you don't get given a receipt you should ask for one, especially for a £150 product.

[iapetus]

Originally Posted by Remora Wraith

Nope they don't legally have to do anything without proof of purchase, irrespective of whether or not the warranty isn't out of date, and if you don't get given a receipt you should ask for one, especially for a £150 product.

I find this hard to believe (and it's contradicted by information I've seen on consumer sites) - the reason for insisting on the receipt is to prove the age of the equipment, and since it's not been on sale for long enough for the warranty to expire I wouldn't expect it to be required.

As for not getting a receipt, I'm glad you have the presence of mind to demand a copy of the receipt with all your birthday presents. Some of us would consider that somewhat gauche. :P

[Scooper]

lmao. Thanks for the present mom. can i have the reciept now. wow i can just imagine the reply i'd get. to be honest i'm not quite sure how returns work as some stores will want proof that they were purchased there but yet the store would still get money back off EA for the faulty stock so you wouldnt of though it would make a difference. I think like someones already said th receipt is just to prove age

[Remora Wraith]

Originally Posted by iapetus

I find this hard to believe (and it's contradicted by information I've seen on consumer sites) - the reason for insisting on the receipt is to prove the age of the equipment, and since it's not been on sale for long enough for the warranty to expire I wouldn't expect it to be required.

That's one reason for requiring a receipt, the other would be to prove you A) bought it, and B) you bought it from that store. It's not GAME's responsibility if the product you bought from HMV doesn't work, but without a receipt how can you prove where you bought it from? Or if you actually bought it, believe it or not some people steal things why should they have the legal right for the store to replace their faulty stolen goods and how do we stop these crooks from taking advantage of these laws? Receipts. It's about protecting the consumer whilst being fair to the retailer, hence The Office of Fair Trading.

Originally Posted by iapetus

As for not getting a receipt, I'm glad you have the presence of mind to demand a copy of the receipt with all your birthday presents. Some of us would consider that somewhat gauche. :P

Originally Posted by Scooper

lmao. Thanks for the present mom. can i have the reciept now. wow i can just imagine the reply i'd get. to be honest i'm not quite sure how returns work as some stores will want proof that they were purchased there but yet the store would still get money back off EA for the faulty stock so you wouldnt of though it would make a difference. I think like someones already said th receipt is just to prove age

Yes because it would be unreasonable to assume I meant if your present is faulty, no no no I meant I get the receipt EVERY time. Hey timmy hows you birthday present? Broke. Well why didn't you ask to have it replaced. Because it's gauche.

[iapetus]

Originally Posted by Remora Wraith

Yes because it would be unreasonable to assume I meant if your present is faulty, no no no I meant I get the receipt EVERY time. Hey timmy hows you birthday present? Broke. Well why didn't you ask to have it replaced. Because it's gauche.

No need to be an ***. It's a perfectly valid situation where people tend not to have a receipt, and may well not be able to get hold of it through no fault of their own. Given that the manufacturer is the one that backs the warranty and is responsible for the broken goods - not the shop, as you claim - it shouldn't particularly matter where the item was purchased, and many shops will take such broken goods back in a like-for-like exchange.

[Remora Wraith]

The shop still has to deal with it though and they'd rather not if they don't have to, many shop will do exchanges on faulty goods if you kick up a big enough fuss about it, mostly so they don't lose you as a customer, but legally they have a right to refuse the return without proof of purchase and that was my point. And given that the shop in question is being awkward about the exchange anyway it'd probably be best if Frenuless had the receipt to show them at the store.

When would you not have a receipt and not be able to get it through no fault of their own? The only time I can think of is if it was bought by someone else, and then if it is broken and was a gift on bought on your behalf and you paid them for it you should be able to ask them for the receipt to get an exchange if it's broken. In fact I make a point of asking for the receipt from the person if they bought it on my behalf and they're being paid for it so if there is a problem I have no hassle getting an exchange.

[iapetus]

Originally Posted by Remora Wraith

When would you not have a receipt and not be able to get it through no fault of their own?

Didn't I just go through that?

Originally Posted by Remora Wraith

The only time I can think of is if it was bought by someone else

Bingo. And if they didn't keep the receipt, it's not your fault. While you or I would know to keep the receipt given the hideous failure rate on Rock Band, someone buying for someone else might well not.

It's worth pointing out the comparison with various other companies with better organised returns policies such as Microsoft who can quite happily process returns without the need for a receipt, based solely on the serial number.

[Remora Wraith]

Sorry it just sounded to me like you were saying that often people don't have the receipt through no fault of their own and that there are many reasons for it, I know you'd already said gifts and such but I thought you were implying there were other reasons. Just in general though I don't know of anyone in my family who doesn't keep the receipt for most gifts, well things you might have to replace. But most people should be sensible enough to keep the receipt for something that costs £100+.

Microsoft is a rare exception, and they are a much larger company than EA with much more technology available to them, and they invest a lot more in their tech support and such so they're not a good example, well they are, they're a good example of how customer service should be but unfortunately not many people follow that example.

[Scooper]

I get so confused about returns lately. everyone seems to say different things. Like recently my xbox got red ringed !!OMG!! that was a scary night and all my mates were saying dam thts crap u wont be able to get it replaced for weeks now cuz u hav to send it back to microsoft. The next day i went to the game shop and got it replaced in 10 mins?!?