Sunday, February 17, 2008

Good Customer Service: Rock Band Drums

So, after weeks of enthusiastic playtime, our Rock Band drums finally met their demise last night. The yellow pad had split in two sometime during the evening. The pad still works, technically, but it's clearly going to degrade from here - the rubber pad's already showing where the edge was rubbing up against it last night.

I called the Rock Band support line (since the automated stuff all assumes faulty pads from the start), and talked to a guy there. I explained entirely honestly that the pads failed through normal (but heavy) use, and that I was just wondering if it'd be possible to order a spare part.

He told me the pads were still covered by warranty, and it wasn't a problem to replace them. Using the same "Express" method that they shipped our replacement guitars with, the new pads should be here in a couple days, and then we have a month to ship out the old set. While obviously, I'd have preferred indestructible pads, or guitars that worked correctly from day one, the Rock Band customer service has been really, truly excellent, going well above my expectations of what they needed to do.

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