Some good, scratch that, great news for Rock Band fans from Harmonix today. They wrote to tell us that gamers who are experiencing problems with their guitars (or any of the Rock Band instruments) should contact EA's customer support website and they will send out a replacement immediately.
As sometimes happens when new products first go into manufacturing, we discovered an imperfection with the strum bar in an early production run of guitars that were shipped at launch. We've since identified and fixed the issue in all subsequent production runs of the guitars. If users are experiencing a problem with their guitars or any of the Rock Band instruments, they can visit the customer support website ( http://support.ea.com/rockband) and we will send a replacement immediately. Harmonix is dedicated to creating 100% customer satisfaction and to the users who have encountered any hardware issues, we are sorry for the hassle.
Harmonix also took the time to address some of the concerns about the Playstation 3 guitars.
We've seen all the message board posts, discussions and stories regarding the PS3 edition of Rock Band—from issues with guitar compatibility to frustration that stand-alone guitars and drums for Rock Band have not yet hit stores. We want people to know that these issues have our full attention. We are listening and we read everything that is posted on our forums and we're committed to providing the best play experience possible. We're working hard to ensure that we solve these problems as soon as possible. We promise to keep the community updated and, in the meantime, we thank them for their patience.
Excellent. We all make mistakes, it's how a company deals with them that matters and this is exactly how it should be done.
Rock Band Support [EA]