Purchsed "Guitar Heros World Tour" (play station 3 version) for my four children for Christmas for $250. There are 3 components, guitar, microphone, and drums (all have a wireless reciever). Drums never worked. Contacted company on 12/26/08 and was told MANY things. Followed up with another phone call every other day for weeks making long distance calls to company ($12 worth in January alone) finally was told to send back two components The drum "pad" and the drums wireless receiver. I returned both of those items in seperate packages (per their instructions) on January 26. I received the wireless reciever about 4 weeks later, I am STILL WAITING FOR DRUM PAD. I have not received an email (which they said they would send) or a phone call letting me know when this item will arrrive. Of course, I tried calling them (there is only ONE number for direct contact) and asked when I could expect the drum pad - they didn't know, didn't have another number for me to call, didn't want to let me know the supervisors name, and after about an hour on the phone FINALLY transfered me to the so-called supervisors voice mail - I OF COURSE left a message with my name, number and a detailed message and OF COURSE I never received a call back from the quasi supervisor.
My last call to this company was on 3/3/09 - they were unable to tell me when that item would be shipped, and were UNABLE/UNWILLING to give me a number I could call to get more information. Now that the game has been broken up (I don not have all components now) I can't even return for refund even though GAMESTOP (where we bought it) said they wouldn't take it back ANYWAY. We asked 2 WEEKS AFTER PURCHASE - so much for the 30 day return policy!
To date my kids haven't been able to play this game and I feel like I have ZERO recourse. I am so very frustrated at the customer service from this company - I have dated correspondence from them dating all the way back to 12/26/08. I have kept all of it because i have learned that customer service in our country is broken and should not be called that at all - it should be called "Customer dis-service".
Very frustrated in California
Jeannie Enzi
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