Harmonix Music Systems, Inc

Harmonix does not pay for nor solely control the Rock Band *** server. It is an online community run by a third party company that is partially moderated by Harmonix employees and other non-employeesAccess to the *** is not a product offered by Harmonix nor is it guaranteed in any way to any users of our gamesThe customer has violated the rules of the Rock Band *** multiple times and has harassed several individuals, and as a result will not be reinstated to this third party online community

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I believe my name, email, and phone number is always included within my emails as a signatureSince your CS reps are incapable of actually reading them, and associating my email with my name, I will provide it for you now. *** *** Regardless of whether you actually make the parts, you sell the parts as part of your gaming packageIf I purchase a car, and a part goes bad on the car, which is made by some other company, I expect the car manufacturer to fix the problemThis is the same scenarioYou sell the game with the parts, the game comes with a bad part, you fix the problemUp to this point you have done nothing to help with the problem*** has declined any monetary compensation, as they do not do business directly with the consumerSince you do the business with the consumer, perhaps you need to take some of what you pay ***, and forward that to a very unhappy and dissatisfied consumerBased on previous communication, I'm guessing you simply don't care about your customers, and will do nothing about this issue.
Regards,
*** ***

As we informed Mr*** through our customer support service, previous purchases of Rock Band disc exports are available in *** *** * Our disc exports had a limited period of time where they were available for purchase Neither Harmonix nor its publisher or retail partners have
ever indicated or advertised that users would be able to purchase the disc exports indefinitely - only that previously purchased exports would be compatible with *** *** * For the games in question, we offered the disc exports for a period of over five years and had to end the offers once the licenses had expiredIf Mr*** had purchased those disc exports when they were offered for sale, he would be entitled to play those tracks in *** *** * We cannot re-offer those disc exports for sale at this time to Mr*** or anyone else

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
If we can not resolve this, I will speak with the upper management, if that goes nowhere, I am inclined to bring this issue to civil court
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***However, no further response from the company is desired or expected, as I do not expect the company to achieve any acceptable outcome based on their reply.I have been a long term supporter of Harmonix (bought *** *** *, 2, 3, 4, *** *** ***, and ** *** 1, 2). I still maintain that I will never purchase another product from the company as long as they do not address the lack of support for backwards compatibility and deceptive advertising and interviews in the lead up to the release of the game (The listing on *** still has "Freely import your previously purchased *** *** music library into ***." listed). The failure of Harmonix and their anti consumer activities are well seen in the stock performance of the company even after the company received good reviews on *** *** *Harmonix has deceived and failed their customers and as a result has felt the repercussions that are more indicative than any critic review. I will never recommend another Harmonix product and will never purchase another Harmonix product, which may not be an issue is the company goes under before releasing any future products. As mentioned above I have no expectation for any further contact from the company
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I have contacted Harmonix on several occasions, with email responses to prove that communications took placeNo assistance was given, outside of telling me to continue attempting to resolve the problem myselfA blatant lie by Harmonix is unacceptable, and does nothing to help their own CS reputationI demand that I receive some sort of compensation as a result of the pure disregard for the problems I have encountered.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
1-The official Rock Band *** server has a checkmark that denotes official private serverThis is bestowed by *** for private paid-for serversThis has also been confirmed by *** SupportI can forward those emails from *** Support wherein Harmonix Music Systems is the "owner" of said server. 2-A Harmonix employee by the name *** *** has repeatedly banned me from said official *** ServerThis is the same employee who has harassed me by calling me "a ***" and stating that I have "*** ***" through private messages using the Official *** ServerSee attached pictures. 3-Harmonix Director of Communications Dan *** and Harmonix Community Manager *** *** have both posted on the official Rock Band forum about a Code of Conduct regarding official social media channels for Rock Band and the *** Server showing that it IS an official channel. 4-I have repeatedly asked for Harmonix to confirm that Harmonix employee and moderator *** *** will not engage me publicly nor privately due to his constant insults towards me which constitute harassment of a minorityI still have not received a response on this. 6-Harmonix has claimed here on Revdex.com that I have broken rules on official social media channels but they have never ever notified of thisPlease do state clearly while also addressing the constanr insults Harmonix employees have levied against me. 6-I repeat my desired resolution: forbidding Harmonix employee *** *** from engaging me.any further and for unbanning from Social Media channels. 6-Harmonix
Regards,
*** ***

We are examining alternative hardware solutions for Mr*** so that he can play Rock Band and our customer service team will reach out to him directly to resolve this issue

We have no evidence of Mr. [redacted] submitting a support ticket on our customer support system.  We do not know what Mr. [redacted]'s email address is, so it may have been submitted with an email address that does not identify him by name.  In any event, Mr. [redacted] can submit a support ticket at support.harmonixmusic.com to see if we can help, however, as we mentioned before,Mr. [redacted] is dealing with hardware issues and those need to be addressed by [redacted], the manufacturer and seller of the hardware.  We are not in control of or affiliated with [redacted] and generally cannot resolve problems with physical hardware that we neither make nor sell.

The Rock Band [redacted] server is an online community provided by a third party, [redacted], Inc., that is partially moderated by Harmonix employees.  It is not a "core part" of the game, it is not advertised in any way as a feature of the game, it is not the exclusive method for Rock Band users to...

communicate online, and it is not controlled in full by Harmonix.  That being said, as part of the moderation of the Rock Band [redacted], Harmonix has established general rules of conduct for users. Mr. [redacted] was recently removed from the Rock Band [redacted] for repeatedly violating the rules of conduct by harassing multiple individuals, both at Harmonix and users in the Rock Band community.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. The Rock Band [redacted] server is an online community paid for Harmonix Music Systems to serve as an official social media channel. As official as their moderated sub-Reddit board and their very own website board. While not being a core part of the game, it is used massively by the core participants or users of the game. Since Harmonix pays for the private server space on the [redacted] App, they do control it. It currently features no less than 6 Harmonix employees assigned to it. That being said, I wholeheartedly believe I have been subjected to harassment by Harmonix employee [redacted]. I was never warned beforehand for any possible rules violation and on the contrary Mr. [redacted] did violate those very same rules by calling me names and singling me out during a political debate regarding music. I wish to repeat and make it clear that not a single instance of me violating rules has been provided to me while I have provided ample photographic evidence of Mr. [redacted] harassing me. I will repeat my desired outcome:1-> Unbanning from the official Rock Band [redacted] server.2-> Asking Harmonix employee [redacted] and former Harmonix Moderator [redacted] to not engage with me further in any way since since there is a clear case for harassment from them.
Regards,
[redacted]

We are sorry that Mr. [redacted] has been experiencing problems with his hardware controllers.  Although [redacted] is a licensed manufacturer of hardware compatible with [redacted], [redacted] is not controlled by Harmonix.  While Harmonix developed the [redacted] software, Harmonix did not manufacture...

nor sell any of the hardware to Mr. [redacted].  We would be happy to try to help Mr. [redacted] address any hardware issues, but we have no record of him even contacting our customer support.  Unfortunately Mr. [redacted] will need to seek resolution on hardware replacement, warranty and refund claims with the manufacturer and distributor of the hardware, [redacted].

As we have explained to Mr. [redacted], Harmonix is not the appropriate entity to resolve his issues.  If he is having problems receiving pre-order benefits, he needs to contact the retailer that he pre-ordered the product from.  We neither directly offer or sell Rock Band 4 to end users.  All pre-order bonuses were offered and sold by the retailers selling Rock Band 4.  Similarly, if he is having problems redownloading this Rock Band 2 export, he should contact Microsoft, as that is the entity he originally purchased the Rock Band 2 export from and that maintains his account that is used to determine entitlements for past purchases.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does...

satisfy my issues and/or concerns in reference to complaint #[redacted]. However, I can not accept the the issue as closed until fulfillment of their agreed resolution of compatible hardware. If they inform you, the Revdex.com that the hardware has been shipped, I will inform you of fulfillment upon recipt and verifying the comparability of the hardware, at such time I receive compatible hardware I will gladly accept the issue as resolved.
Regards,
[redacted]

I am trying to resolve an issue about pre-order content I did not receive when I purchased Rock Band 4, I am also trying to resolve an issue with availability of soon to be released content for this product as part of forward compatibility of previous products I have purchased from this company. This is the second time I have had to involve the Revdex.com in respects to this company in the past year over this product. This complaint is to fix unresolved issues. I want the fulfillment of my complete order to be remitted in the form of my pre-order benefits that were advertised at time of purchase, and I would like my key needed to export Rockband 2 into Rockband 4 when the export becomes available. I have purchased the key, and I have made attempts to resolve the fact iI am unable to access it, and the blame keeps getting shifted around. If this is not resolved, I want a refund of every penny I spent on this product since Oct. 6th 2015 and I will no longer support their products, inform the public of their poor customer service, and refrain from future purchases as well as warn the public about making purchases. This purchase has been a nightmare.