RedOctane's warranty does not exist.

mkelehan

mkelehan

CAGiversary!
Here is my story. Listen well so it may not happen to you, too.

I got GH2 for the 360, and the disc is defective. Visibly. There's a scratch in it that I did not cause myself. I called MS, and they said that I should contact the publisher. I called Activision, and they insisted that I contact RedOctane or the store from which I got it. Well, I got it from the RedOctane store, so I guess that means I have to contact RedOctane for my warranty issue. Here's how helpful they were.

I sent them a Customer Service email using their online form. No reply, at all.

I then used their RMA form to request an RMA on April 17. I explained my problem. On April 20, I got this email:

Hi Michael Kelehan,
We wanted to let you know that we could not process your request due to the following reason:
Please try the following link to resolve the issue, if this does not work please submit a new RMA:
http://www.redoctane.us/support-center/index.php?x=&mod_id=2&id=128
Click Here for more information regarding RedOctane's Return Policy and Product Warranties.

If you have any other customer service inquires, please feel free to contact us at our Customer Support Center, open 24 hours a day, 7 days a week.


Thanks for choosing RedOctane!
Click to expand...

I said clearly that the problem was with the disc, but that link goes to a whammy bar problem page. This makes it very clear that they did not read my RMA request. So I immediately sent another, saying very clearly that my problem was with the disc, the guitar was just fine. Today, April 24, I received the exact same email response.

I have a defective disc, and RedOctane will not even listen to my saying that. All requests for returns are assumed to be about the whammy bar, and are ignored. Your warranty from RedOctane does not exist. I highly, highly recommend against buying from a company that flat out lies about their warranty service.
 
I suggest you try to find a phone number for Red Octane.




*edit*

Try (310) 255-2050

You might have to call tomorrow as business hours are on the phone. Being polite on the phone usually works out better than being accusatory or whiny, btw.
 
lol, i'm not suprised by this at all. If you knew Red Octane's roots.

Basically they started off by selling cheap Taiwanese accessories for the Original Konami Bemani games.

And because Konami were such douche's they got all shady and basically ripped off every Konami Bemani game and made it a big hit.... So yeah, no suprises. Oh yeah they also tried to be like Gamefly and failed miserably at that
 
[quote name='chakan']I suggest you try to find a phone number for Red Octane.




*edit*

Try (310) 255-2050

You might have to call tomorrow as business hours are on the phone. Being polite on the phone usually works out better than being accusatory or whiny, btw.[/QUOTE]
Thanks for the phone number. I was very polite in all of the first THREE times I contacted them. However, all signs point to their not even reading what I wrote.

EDIT: That's Activision's number. I called them, and they said that I had to contact RedOctane. They claim to only be acting as distributors for the company they OWN.
[quote name='porieux']Time to dispute the charge with your Credit Card company.
That will get their attention.[/QUOTE]
I used a check card, but I could certainly try it. Thanks for the idea.
 
i am in the middle of trying to get them to replace 2 guitars...

i have sent 4 rma's so far

doing the credit card chargeback
 
Fun addendum!

My friend looked them up in the BBB, and found their phone number. It's (888) 737-8038. I got a main menu, and when I pressed the button for customer service, I got:

"This mailbox is full and cannot receive any more messages."

So, I could talk to their accounts receivable department, not that it would do much good.
 
they are too busy rolling in piles of money. See the recent article on gamasutra. Apparently they are totally sold out in all stores. I was lucky to take my guitar/disc combo back to circuit city for a refund, as my yellow button got sticky real fast.
 
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