EA: Single-digit Complaints on Rock Band
Despite high defect rates for the first batch of instruments shipped with Rock Band, EA claims that complaints made with the company’s support and replacement process were extremely infrequent. “We’ve had single-digit complaints around the guitar and the package,” said company CEO John Riccitiello, who clarified that “single-digit” referred to a percent figure. “One of the things I’m very proud of is the cooperation between [EA and Harmonix], and the frankly unprecedented customer service support. All the data I’ve got now suggests that consumers are very happy.”
The company had offered to ship replacement peripherals to customers with hardware failures without waiting for the defective units to be returned. Those who experienced long response times were compensated by free EA games.
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