Creative Customer Supp

I am VERY dissapointed in Creatives Customer Support.
I purchased a Creative Zen Micro from an online website earlier this year. I had this player a few weeks before having the common headphone jack malfunction. I spoke to creative and they sent me a new player about 5-6 days later, this player was absolutely awfull. It was the wrong colour and didn't work at all !!! I'm positve it was a player which they had received broken and sent straight out to me. I spoke to them again and said I didn't want to pay for postage for this one, so they told me they would collect it and in the meantime would send out a new one. I received this about 3 days later (Friday 8th March), this looked more hopeful, but then during firmware update the software crashed and from then on the computer wouldn't recognise the player. I spoke to creative, they told me to wipe it, which I did, but it still didn't work so then the player was utterly useless. I spoke to them again on Monday and told them that I must have a working player by today (Thursday 24th March) becuase I was going away for a few weeks. They emailed me telling me that one would be sent out, but by Tuesday 2st it hadn't been sent. I phoned them yet again telling them this and they told me it was because the colour 'Black' was out of stock (OUT OF STOCK AT THE MANUFACURER!!!). Anyway, I then asked wether I could change the colour, he eventually decided that would be ok. So then I told him that it must be here by today and had a long discussion and he eventually told me that they would send it 24hour DHL deli'very (would send on Wednesday, to be here today). He went to type this into his computer system and said, "oh, looks like the only colour we have in stock is Black" (The one I ordered to start with !!!). So finally, he said he would send a black player out to me to get here Thursday 25th March. It's now 25th and no player has arri'ved. I phone AGAIN and he found out that they'd actually posted it normal 2 day Parcelline deli'very by accident !!!!! He said that the form in the warehouse said it should be 24h but still it was sent normal deli'very. So I leave to go on a vacation first thing tomorrow morning (Friday 25th March) for a few weeks without my Creative Zen Micro.
I am VERY dissapointed in Creatives Customer Support and can't believe how incapable they are.

rjgreaves wrote:I wish I could share your views, but I find their customer support poor as do a lot of people on this forum.
Yes, I have read a lot of the negati've posts which is why I thought I would add my experience to show that they can get things right sometimes.
PB

Similar Messages

Very Dissapointed with Creative Customer Supp

Well, here's my correspondence with Creative Support , and let me say I am very dissatisfied with this level of support...My initial email I thought clearly spelled out the issue --
>>Detailed Problem Description:>>In the process of updating my firmware on my>>Nomad Jukebox Zen Xtra to 2.0.03, the firmware>>update failed and the device was no longer>>recognized by Windows. When the Zen rebooted,>>it showed "Firmware Problem" and booted to a>>recovery mode. After trying to reload the>>firmware from recovery mode, the device rebooted>>again several times, and now will not power on>>at all. I have tried resetting the device via>>the reset button on the side and still will not>>power up. Thanks>>>>=======================
That was my initial email to customer support...and they respond with:
>>Dear JAy>>>>Thank you for contacting Creative Labs technical support department.>>>>Creative Labs is a leader in sound systems, portable devices, Mp3>>players, and audio performance. (Nice blab of adversting :smileyindifferent: )> >>>If you would like to view any of our products, or view our knowledge>>base system with helpful troubleshooting tips and driver downloads,>>please visit us.creative.com.>>>>We want to fully assist you in the best way possible, so please bear>>with us as we help you solve any technical issues.>>>>I understand you are having problems with your zen.>>>>It is recommended that you download and install the latest driver as>>well as the firmware update, and then format your player or resetyour>>player by booting the player into its unique Recovery Mode, if you>>experience one or more of the following symptoms:>>>>Your player is not detected in Creative MediaSource or Windows Media>>Player>>The battery does not last as expected>>Your computer stops responding during file transfers>>There is a power outage during file transfers>>There is an error about firmware>>>>. Detach the Zen player from your PC , and ensure that it is turned>>off.>>2. Connect the power supply to the player.>>3. Hold down the Play/Pause button while inserting a paper clip into>the>>Reset hole on your player.>>4. Wait for 4 seconds or so, and then remove the paper clip.>>5. Keep on holding the Play/Pause button till the Rescue Mode screen>>appears.>>6. After the recovery mode has started, release the Play/Pausebutton.>>
<They continue to talk about going through the recovery mode...So after stating I cant turn the power on in my problem description that is what I got...Do they actually even READ your emails? Now my turn to respond...
>Ok - I have tried your recommendation --->>*". Detach the Zen player from your PC , and ensure that it is turned>off.>2. Connect the power supply to the player.>3. Hold down the Play/Pause button while inserting a paper clip intothe>Reset hole on your player.>4. Wait for 4 seconds or so, and then remove the paper clip.>5. Keep on holding the Play/Pause button till the Rescue Mode screen>appears.>6. After the recovery mode has started, release the Play/Pausebutton."*>>And like I stated in my problem description, I have tried severaltimes>to>reset the player, including holding the play/pause button and pressing>the>reset button and the unit no longer powers up at all.
<Makes sense right? The unit no longer powers up...no nothing, nada, zip, zilch, zero... Their response...
Dear Jay,>>Hi, Sorry you are having trouble with your creative product! Regarding>your last email. Looks like you may have a defecti've Creative Labs>product and I would suggest taking back to place of purchase for a>speedy replacement. If you are not able to do this and you have aretail>version and a receipt showing date of purchase then you can send the>product into Creative Labs as long as its still under warranty for an>Return Merchandise Authorization (RMA).>In this case, an RMA service request would be necessary. Please note>that if the product has exceeded its warranty period or there is any>User damage, an out-of-warranty RMA will need to be issued. Thiswould>require the cost of the repairs to be sent with the product when
<They go on explaining the out of warranty and RMA procedures and also have info for me to fill out regarding the getting an RMA....So looks like I may be getting somewhere, at least send my unit back to get fixed right? I respond with the info they request regarding model number purchase date, etc but then follow up with another problem description...
Brief Problem description: In the process of updating my firmware on myNomad Jukebox Zen Xtra to 2.0.03, the firmware update failed and thedevicewas no longer recognized by Windows. When the Zen rebooted, it showed"Firmware Problem" and booted to a recovery mode. After trying toreloadthe firmware from recovery mode, the device rebooted again severaltimes,and now will not power onat all. I have tried resetting the device via the reset button on thesideand still will not power up, and also tried getting back into recoverymodeby holding down play/pause and pressing reset and still no powering up. Thanks
<After I sent that email, this is what I get back to my surprise ----
Dear Jay,Thank you for contacting Creative Technical Support.With regards to the issue, before we proceed with the RMA. I would liketo inform you that as the player has exceed its warranty period, it willnot be covered by warranty. Therefore if the player is deemed out of warranty of the RMA department,the estimated cost of service is around $43.00 - $88.00May I know if you are still willing to send the player to us forservice? If you wish to do so, kindly reply back to us with yourdescision and on receving your reply we would process the RMA. In case if you need any clarification, please do not hesitate to contactus. Thank you. If you still require assistance, please reply to this email with anyprevious correspondence to ensure the quickest and most accurateservice.
<WHOA ---- $88 bucks?!?! I can buy a "new" refurbed unit online for cheaper than that...AND I would get a warranty!! Since they said if I needed clarification or assitance, reply, to which I did:
Let me make sure I understand this... I tried updating my player withyourlatest firmware, and it fried my mp3 player, and now I have to pay up to$88 to fix a problem cause by your software? I just want to make sureIunderstand this issue. Thanks
<Now for the kicker!!! Here is what they say:
<
Dear JayThank you for contacting Creative Labs technical support department.Creative Labs is a leader in sound systems, portable devices, Mp3players, and audio performance. If you would like to view any of our products, or view our knowledgebase system with helpful troubleshooting tips and driver downloads,please visit us.creative.com.We want to fully assist you in the best way possible, so please bearwith us as we help you solve any technical issues. I understand you are having problems with your zen. It is recommended that you download and install the latest driver aswell as the firmware update, and then format your player or reset yourplayer by booting the player into its unique Recovery Mode, if youexperience one or more of the following symptoms:Your player is not detected in Creative MediaSource or Windows MediaPlayerThe battery does not last as expectedYour computer stops responding during file transfersThere is a power outage during file transfersThere is an error about firmware. Detach the Zen player from your PC , and ensure that it is turnedoff.2. Connect the power supply to the player.3. Hold down the Play/Pause button while inserting a paper clip into theReset hole on your player.4. Wait for 4 seconds or so, and then remove the paper clip.5. Keep on holding the Play/Pause button till the Rescue Mode screenappears.6. After the recovery mode has started, release the Play/Pause button.<IT'S THE EXACT SAME EMAIL AS THE FIRST EMAIL THEY SENT BACK!!!!! I responded to that email just a little while ago requesting that a supervisor or manager please contact me... Their support is absolutely HORRENDOUS! I am wondering if these people in "tech support" are technically or are just flowing a flow chart for procedures.
I have been the IT field for 8+ years, I deal with customers on a daily basis. I have never in my life seen this kind of business practice, of A) a company not standing behind their products & work and B) supporting the customers issues after the fact. I understand I am a lowly MP3 owner, but I have always purchased creative products, I've got 2 sound cards running in my pc's here at home. I've purchased speakers, this mp3 player, referred my father in law to purchase a similar mp3 player from creative, bought my brother the same mp3 player. This whole exprience has put a bad taste in my mouth and to see that there are quite a few others are having the same issue makes me sick...
P.S. sorry for being so long winded in this, I know its alot to read, I tried to cut out the non-essential stuff in the emails I posted but I still can't believe my player is junk now after a failed firmware update.

harryhibbs wrote:
A quick question: When you try to reset the unit, is it connected to the charger? If yes, OK you say it's dead, so no screen display, BUT, can you hear if the hard dri've is spinning? I think it's very unlikely that a firmware upgrade process would have any chance of physically killing a unit altogether.
Another thing to check - is the battery firmly located in place? You can remove the front cover to access the battery compartment.
Hibbs
Yes - that is correct, I have been trying to reset the unit with it connected to AC power via the charger...No you cannot hear the harddri've spinning. Yes the firmware can kill the unit, not "physically" but it has logically shut down the unit to where it will not power up. The battery is firmly seated...Just as a side note, when I tried the original firmware upgrade the unit was plugged into the charger as well, so I know there were no power outages etc during the attempted upgrade.

Let down by Creative Customer Supp

[size="2" face="Tahoma">My daughter received a Creative Zen Vision M which was purchased in November?and the screen went faulty with the colour dissapearing on the video. We called the customer support in Ireland and followed all the instructions and it was not corrected so they asked for?it to be returned. She did this and duly an e-mail was sent to say that it had been replaced and was being sent by Parceline. Parceline tried to deli'ver it today but no one was in so my brother in law collected it. The parcel was undamaged.[size="2" face="Tahoma">Now the real issue starts when I spoke to my daughter and asked if it was ok she was very upset and stated that the replacement player had quite a number of scratches and a small dent imperfection in the case. Now I can only presume that this is a refurbished product and my daughter was in tears on the phone to us. May I say that I am disgusted that Creative should treat there customers in this way and that a player that was approximately 2 weeks old and that she had saved up towards is replaced by a inferior product. The?[size="2" face="Tahoma">RMA No. is?6375438. Today I received an e-mail from?Andrew Killeen about a survey could anyone give me his e-mail so that I can discuss this issue with him.[size="2" face="Tahoma">May I say that the Customer Support team in Ireland were very helpful and polite when I spoke to them but they?and Creative have been totally let down by this treatment of customers and this has tarnished the name of Creative as far as I am concerned.?

I sent a copy of my post to Customer Services and received response as follows. My comments are shown in bold.
Dear Richard,
I'm very sorry to hear this.
When it comes to our replacement procedures, we always recommend our customers to go back to the shop if a product fails or if they're for any reason unhappy with it within the first 30 days. This was not practical at the time and I did not believe that by returning it to Creative that you would receive inferior warranty terms to returning it ot the shop.?The faulty unit was sent to our depot in the U.K., and a replacement was shipped here from Dublin upon receipt. This means that we have not yet received your unit, we have not seen it, and we are therefore
unfortunately unable to guarantee that the replacement looks exactly the same. Surely Creative should at least give the customer the chance to have there unit inspected and repaired this means that you could send a unit back which may not even have a fault or a easily remedied fault and it is replaced with a far inferior product. Perhaps Creative should make customers aware that when they buy a new product if it goes faulty that it will be replaced by?a refurbished item therefore it may be as well to buy a refurbished product in the first place.
As long as the product is 2 weeks old she's as far as we're concerned absolutely entitled to a brand new unit. This does however depend on the store and their return policies.
As this is the technical support department, we can replace faulty units. We have no possibility of sending out new players, this is always done by the shop. The faulty unit is replaced with a refurbished one. This is also why we recommend going back to the store within the first 30 days. Why do Creative not stress this issue when you call them and be completely up front when calling them. In effect Creative are offering an inferior warranty as manufacturer to the shop that is selling it. At least Creative could make the customer aware of why the product is a refurbished one in the first place if a fault existed?what it was and what is actually the age of the second hand unit.
When all this is said you are NOT supposed to receive a unit with, and I quote, "quite a number of scratches and a small dent imperfection in the case". The unit might have been damaged in transit, or a mistake has?been done while packing the unit. The package arri'ved undamaged so how can scratches appear to an item whichis in a box and packaged it would appear that Creative need to tighten up on there checking procedure.
What we can do in this case is to collect the unit and ship a new replacement. To do this I would need the serial number of the unit you received from us. Surely this will not be a new one but another refurbished one.?I understand that you are very upset with the service we have provided, and this is something we take very seriously. I would therefore also ask you to get back to us with information on who you have been dealing with and how they have mistreated you. I dont believe that anywhere did I state that I was mistreated by any Creative employee in fact I complemented the PERSONNEL on the way they dealt with the problem.
The fact that you are "disgusted that Creative should treat there customers in this way" and that "this treatment of customers and this?has tarnished the name of Creative" is something we definitely need to
go further with. Creative stri'ves to provide the best possible customer support and we will not tolerate any of our customers to be treated in this way. This appears to be tolerated by Creative by the company policy in the first place.
Please get back to me as soon as possible, and I'll arrange for the collection and replacement of the unit you have received. I will also bring this matter to the attention of our management team. The management must be aware of this sort of matter as it is them that that are primary in making company policy in the first place.
Please accept our sincerest apologies once again for any inconvenience caused. I dont think that sincerest apologies are acceptable in such issues as this.
Please be aware that Creative have made one teenage customer very disenchanted with the company and the product after the complements that she has made concerning the staff that you employ. The only part that has not been answered as yet is Andrew Killeen's e-mail address and if anybody can make me aware of anyone high up in Creative that I can contact I would be most obliged.

* Creative Customer Support Do NOT Have An Official X-Fi Vista

I emailed Creative Customer Support today to ask them when I will be able to order the Official Vista CD. They replied back telling me that they do not have such a CD. What is going on here?Can someone please explain? :smileyindifferent:?Below is the email response:?[color="#330066"]Dear xxxx[color="#330066"]Thank you for reaching us at Creative Technical Support; we appreciate the opportunity to assist you.[color="#330066"]?[color="#330066"]With regard to your issue, you may wish to know that we do not have such
X-Fi Vista CD.[color="#330066"]?[color="#330066"]May I suggest that you visit the following URL address to download and
install our latest driver/firmware/application for your product.[color="#330066"]?[color="#330066"]In case if you need any clarification, please do not hesitate to contact us.[color="#330066"]?[color="#330066"]Please retain all the previous correspondence when replying to this email.[color="#330066"]?[color="#330066"]Best Regards,
xxxx
Customer Support Services
Creative Labs AsiaMessage Edited by dypsis on 06-9-200703:42 PM

[color="#330066"]With regard to your issue, you may wish to know that we do not have such
X-Fi Vista CD.[color="#330066"]?[color="#330066"]Best Regards,
xxxx
Customer Support Services
Creative Labs Asia
If they were just a little interessted in computing and what the company they work for is up to, they would have known this CD is just out of the door. This is a good example of people that doesn't care?5 cent for what they do at work. And this is Asia support, that works next door to the main office!!?Patetic!!?

Creative "Customer Support" Is A Total Joke

I've had my Zen MX for about 2 months now & have e-mailed customer support 3 times regarding 3 seperate issues. The routine is pretty much the same in every case:
. I e-mail them with a problem
2. They scan my e-mail, pick out a couple of key words, & refer me to one or two of the FAQ's.
3. I respond that I have previously read all the FAQ's and that the ones they referred to had nothing at all to do with my problem.
4. They respond with "I don't have an answer at this time but your problem will be referred to our "escalation team."
5. Some one from the "escalation team" suggests that I do the clean-up & reboot procedure.
6. I respond that I've already done that.
7. They respond with "you need to update your firmware".
8. I respond that I've already done that.
9. They respond with they have no solution for my problem but that it will be referred to the technical people.
0. I never hear from them again.
I would strongly suggest that Creative fire all the support people and with the money they save, make some improvements to their products such as:
a) Get rid of that horrible Centrale program and give us one that actually works once in a while.
b) Fix the firmware so that music (or videos) in the main player integrate with files in the memory card.
c) Improve the product so that it doesn't die 0 seconds after the warrenty expires.
BTW, the good folks on this board helped me with all 3 of my issues...thanks.

Re: Creative "Customer Support" Is A Total JokeI see they haven't changed at all.
A couple of years ago I had a problem with the headphones connection on my Creative MP3 player due to it having been dropped. I sent off an email requesting the name and address of their nearest service agent to see if it could be repaired. Their reply was to ask what was wrong with it. I told them to which they replied that it was not under warranty any more. I advised them that I was aware of that and was happy to pay for any repairs. Their answer was that it was not under warranty and could not be repaired.
Remember that the original question was for the name and address of a service agent.
From this one can draw one of two conclusions. Either they have no service agents or they are all totally incompetent.
With nothing to loose I oulled the player apart and with a $.50 tube of super glue and 5 minutes of my time it was up and running perfectly. 8 months later it gave up the ghost and was replaced with an Ipod which has performed faultlessly.

Creative Labs Customer Supp

Or moreover, the lack thereof.
First you come out with the Zen Vision player with documentation so sparse that sellers like Amazon.com are asking for additional user manuals to post [at least they were when I bought mine].
Then for customer support you DON"T have an 800 number. Not good, especially considering how long AND how unresolved my contacts are with you.
After my last lengthy call and suggestions that didn't work here I am still needing to call again to get something to work that hasn't in spite of many phone calls and plenty of expensi've long distance airtime [because you are so cheap as to not have an 800 number - not to mention it would be nice if I was given a real "FIX" - or better yet just never had the problem.
Ironically on the day of my last call to you I needed to call Canon for support. THEY HAVE AN 800 NUMBER, AND HAD NO WAIT. HECK, BEST OF ALL THEY ARE SHIPPING ME A NEW UNIT TO SWAP OUT, EXPRESS PAID POSTAGE AT THEIR EXPENSE.
Oh, and by the way, when I was calling you abvout my last (unresolved) problem I was having to ask what the screw that had fallen out was for. Better yet, on a player treted as gently as they come what the heck is a screw doing falling out??
Count me as not ever buying another Creative Labs product. Too bad, I had liked my last one. But then again it worked!

Cat... I believe my point is relevant.
Which is instead of being distracted by a 'hail mary' frivolous law suit,
Creative should focus their energy on creating a better product with better
customer support.
Improving customer support falls under the topic of Creative Labs Customer Support
don't you think?

My email Conversation with Creative Customer Service Regarding MicroPhoto Rep

So I am having a problem with my MicroPhoto because it is goign to recovery mode and is not detected by P.C. (my original post, http://forums.creative.com/creativel...ssage.id=98326 )
Here is my conversation after sending in my info about my player
ME: Support Inquiry: ID(8) My MP3 player is not detected
Product: ZEN MicroPhoto
CCPP Certificate Number:
Serial Number:
Purchase Date: /9/2006
Operating System: Windows XP
Creative Model Number: DAP-MD0007
Computer Brand/Model:
Processor/CPU:
Memory:
BIOS Type/Revision:
System Board/Chipset:
Detailed Problem Description:
I am having a problem with my Zen MicroPhoto, it started to "freeze" on
the Creative Logo while booting up, so I went to the recovery mode and
used clean up and format all and when I booted up again it gave a
"firmware error" logo. So now when I boot it to gives me a weird
scramble of white dots on the screen and goes to the recovery mode. Now
my computer won't detect it and I downloaded multiple firmwares and they
wont detect it but the Creative Recovery Tool detects it but when it
says click "run" on each dialog boxes to continue, no dialog boxes
appear. It shows up in My Computer under "other" with the label Creative
Zen MicroPhoto with a 20mb capacity. Obviously something is wrong with
the firmware and I need help figuring out how to fix it. thanks.
CREATIVE: Dear Brian,
Thank you for using Creative's Email Support System. We appreciate the
opportunity to assist
you.
I understand from your emauil that you want to get an out of warranty
repair for your Zen MicroPhoto.
Based on the description of the issue you had provided, it sounds as if
the hard disk of your Zen MicroPhoto needs to be replaced. This costs $
$0. However, before we can issue you an RMA, we would also need the
following information from you:
Purchase Date:
Serial Number: (Please consult this picture to know where you can find
your serial number: http://ask.americas.creative.com/wwi..._micro_ser.gif)
Alternate color choice:
(Please note that the alternate color choice is only used to decrease
the turnaround time of your RMA if the unit must be replaced and the
color of your player is out of stock. If you only prefer to have the
same color that you sent in, please be sure to note this.)
I will issue you an RMA as soon as we receive the information that we
need. I apologize for the delay.
ME: $0? I can buy a new one for $50 more. I don't mean to seem like a know-it-all but I am strongly convinced it has a software or firmware error. I relize I have a few fields to fill in but I will worry about that later. It seems like all the people on the forum that have the same problem
CREATIVE: Hi Brian,
Thanks for choosing Creative!
I understand you are concerned that your Zen MicroPhoto may have a
firmware problem because it gave you a firmware problem error. Sorry
for the confusion.
Your player most likely does have a firmware problem, but the constant
freezing also indicates a hard disk problem, which will cost $0 to
replace. If the firmware is the only problem, then the cost will only
be $25.
I recommend considering the new Zen 8GB player. It also includes a
color screen but will also play videos and contains solid state memory
instead of a hard dri've, so you don't have to worry about internal
moving parts wearing out as with the MicroPhoto: http://us.creative.com/products/prod...=&product=6999
If you would still like to arrange out of warranty service for your
MicroPhoto, click here: http://us.creative.com/onlinerma/
I hope this hel
ps.
Thanks for choosing Creative!
Best Regards,
Technical Support
Creative Labs Americas
ME: It doesn't freeze anymore. It only froze when it first got a problem. So when it continued to freeze, I used the clean up and format option in the recovery mode. After I did that it just goes right to the recovery menu.
I would be willing to pay $25 for a fix but not $0. Would it be possible to arrange it so it could be looked at and fixed but only if it is a firmware problem? If it is a hard dri've problem, I would just want it sent back.
Thanks for the help.
CREATIVE: Dear Brian,
Thank you for contacting Creative Technical Support. I understand that
your Zen MicroPhoto was displaying a Firmware Error and now only boots
into the recovery mode. We appreciate the opportunity to assist you
today.
This indicates that the firmware was corrupted and deleted from the
player. The recovery mode is the only place for the player to boot into
now that the firmware is lost. The only way to correct the issue at this
point, would be to reload the firmware.
I see in your previous messages that the player was not properly
detected by your computer or the recovery tool. If this is the case, the
player must be sent in for service and can not be resolved at home.
Here are the last steps you can try before sending the player in:
. If you would like to try one more time to reload the firmware, please
first enter a cleanboot of Windows. This will disable certain background
applications that may be interfering with the installation of your
software. Please click the link below for detailed instructions:
http://us.creative.com/support/kb/ar...p?l=3&sid=6738
2. Next, try the firmware update once more. For detailed instructions
and the proper download, please click the link below:
http://us.creative.com/support/kb/ar...p?l=3&sid=4789
Failing this, you can click the link below to set up the RMA online with
our new online RMA submission form:
http://us.creative.com/onlinerma
Please let us know if you have any other concerns or questions.
Best Regards,
Technical Support
Creative Labs Americas
ME: Is it O.K. that I don't know my exact date of purchase? Can I put a rough date or does it matter?
I would like to send my player is to get fixed but under a few conditions that you can assure me will be followed.
. The hard dri've will WILL NOT be replaced and I WILL NOT be charged $0.
2. I will be contacted before anything you replace that will cost me more than the original $25 fee.
Is this alright? email me back.
I appreciate your help, thanks.
CREATIVE: Dear Brian,
Thank you for contacting Creative E-mail Support.
I understand you have some questions regarding your products warranty
coverage, and the RMA process.
In order for the product to be considered under warranty you will have
to supply a copy of the original retail sales receipt with the date of
purchase, product purchased and the place it was purchased from. If
the product is sent in without a copy of a original retail sales receipt
with that information the product will be deemed out of warranty. The
minimum out of warranty fee is 25. USD which only reflects labor cost.
In the event that a part needs to be replaced there will be additional
parts fees based on the problem you have described the Hard dri've your
Zen MicroPhoto will likely need to be replaced the cost for hard dri've
replacement out of warranty is 0. USD for your product. This price
reflects parts and labor. It is recommended that you send a check or
money order for the full amount with your Zen MicroPhoto. In the event
that you do not send a check or money order for the out of warranty fees
a Creative Representati've will e-mail you to arrange payment prior to
making any repairs or replacing the player. In the event you do not pay
the out of warranty cost the player will be dispositioned by the RMA
department.
Let us know if you have any additional questions or concerns.
If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.
Best Regards,
Technical Support
Creative Labs Americas
So basically, if I send in my player I will pretty much be charged $0...which is pointless because there is no way I am paying that.
I stumbled upon this is site http://www.zenrepair.com/Zen/index.jsp and I may consider trying them. What do you guys think about Creatives service?
Has anyone ever heard of or tried that Zen service site before?
*Please remove the names of our advisors before posting support emails. Dale-CLMessage Edited by Dale-CL on 09-23-2007 :06 AM

Hi,
I am trying to get Adobe to rerelease the software and registration number for my CS4 suite but my email & ID has changed from [email protected] to [email protected] for some reason the ID link now says I am in the US not Australia. I get the same message:
To change your country, contact Customer Service.
But that has not been possible online.
Do you have an email contact for them please?
I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
So do I send a letter via Australia Post to:
Adobe Systems Pty. Ltd.
Tower 2, Level 27
201 Sussex Street
Sydney, NSW 2000
Australia
Tel: +61 2 9778 4100
or how about technology that was 300+ years old and FAX'em
Fax: +61 2 9778 4190
Surely email is not too much to ask???

Creative Customer Support Philosop

Having recently installed Microsoft Vista, I was terribly excited about the possibilities it presented for a PC based home theater and all encompassing entertainment center. I have to say that in the past I have been openly critical of Microsoft products, but such critizm was due specifically?to my own personal experiences and troubles with their products. However, I have to say with the recent conversion to Vista I have never encountered a Microsoft product that was?so easy and trouble free to set up and configure. That being said my smiles quickly turned to frowns when I realized that several of my hardware devises were not found or could not be installed due to incompatable drivers. My first reaction:? $!@&* Microsoft. However, once I settled down a little, I considered the situation and instead of trying to blame I tried to locate a solution. There were only two items of hardware that were not configured by Vista and automatically set up with drivers:? my Linksys wireless network card and my Sound Blaster Li've! sound card. Well, with a quick check of?MS online updates, I found a driver provided by MS for the wireless card even though Linksys did not support my card in Vista. Microsoft , Linksys 0. I thought how odd it was that a company like Linksys would not have the drivers available for their products, but was admittedly placated by the fact that at least the MS drivers had the card funtioning now. My dismay quickly returned, however, when I went to the Creative site to locate the driver for my Sound Blaster. I litteraly had not a single doubt in my mind that Creative would have posted a driver for MS Vista given my experience with their products and support?in the past. As I soon discovered, I was completely mistaken. Not only was their no driver for the Sound Blaster Li've card but Creative had decided to cease support, period citing EOL cycle but they also had some faqs posted about how the infrastructure of Vista is completely different than XP and that they in fact had little time to adjust to those changes. Was I reading excuses?That was the last straw. When I go out to eat to a restaraunt and pay good money for a product and the service that accompanies it, I don't expect to hear excuses from the restaraunt employees. I don't want the waiter complaining to me about what a rough day he's had because management just changed the menu items and he just cannot adjust to it. Frankly, I don't care what his problems are. I want the product and service I paid for and I don't want to hear any excuses. If they can't provide what I paid for, then I want an apology and a refund, plain and simple.
Well, Creative apparently sees things differently. Profit margins are definitely dictating customer service policies in this case. It's not a matter of what is best for our customers, it's what is better for our bottom line. In taking this philosophy toward hardware compatability issues with Vista, Creative has essentially reduced a perfectly good and functioning product (my Sound Blaster Li've card)?to a piece of trash that must be thrown out and replaced with another product, ideally one of their own in their opinion. So I end up wasting money and trashing something that is theoretically completely functional. So what do I do, having been abandoned again by another company in this all to familiar environment of eroding customer service? I have a something now that is at worst a piece of useless trash or at best something on which I can spend hours searching for unlicensed drivers, hoping to regain at least some of its former?functionality while also not completely crashing my new OS. Do I cave and?go buy another?sound card even though the one I have it completely fineDo I wait for and individual out there to create something even remotely stable for my existing card??These are questions that neither I nor anyone else should not have to be asking themselves. I have already paid for a product that is supposed to work and if it doesn't then it is the manufacturer's responsibility to provide a solution, a replacement, or a refund. Creative so far as I have seen has offered to do none of these.
Creative is a part of the?computer?technology industry, which is probably the most volatile and rapidly changing industry in the world. If they cannot keep up, or cannot even simply provide a solution to a problem that?increasingly more individuals?will encounter as Vista becomes more prevalent then perhaps Creative should look to other industries for it continued business. I can say with confidence that in a time when consumers are more frequently resigning themselves to the decling state of customer service from companies, I am one consumer who strongly believes in voting with my dollar in a capatalistic economy. With the attitude taken by Creative in this situation, I will NEVER buy?another one of their products unless they provide a satifactory solution to this problem. Derrick?

This "tech" subject of EOL/S comes up again and again with me and my parents. (AKA older generation)? They have, I and see their point, the view that if you sell it you support it. Period. They have a Maytag washer and drier they bought in 983. Both still work fine and both are still supported. But, when the VCR died, it killed them that the TV place would not repair it!? Of course just buy a new one right? But they saw the VCR which need a simple fix (a new belt which the shop could not find a replacment for) as such a waste. Now I know this isn't the same. With evolving standards, new OS's, ever increasing demands for performance etc etc, its different with technology. But for many the idea of abandoning perfectly good "stuff" is not acceptable.

Creative Customer service = REALLY BAD!

Alright guys, for all of you out there deciding to purchase a ZEN, don't.
This?is?my?story:
So I buy a creative zen 4GB. It works great for the first month, then all of a sudden, it starts to flicker the white screen of death occasionally. I think, alright, I'll just RMA it and Creative will send em a replacement, or attempt to fix it.
So?I?RMA?it'sand?spend?$0?to?ship it'svia?UPS. It?was?all?good?until?I?got?this?"replacement"?in? the?mail. I?open?the?box,?eager?to?find?a?new?or?fixed?mp3?p layer.
However,?I was presented with the direct opposite, a clearely achem achem "refurbished" Zen wiht HUGE VERY NOTICEABLE scratches right across the screen. On top of that, the white screen of death was present in this "replacement" Zen as well.
C'mon?Creative,?This?is?not?the?type?of?customer?s ervice?I?expect?from?a?big?company?like?you?guys. I?did?not?spend?my?entire?spring?break?
teaching?kids?how?to?play?tennis?just?to?earn?enou gh?money?to?buy?a?player?that?will?break?from?a?co mpany?that?does?not?know?how?to
replace?their?defecti've?products?correctly. ON top of that, I had to pay an additiona $0 for shipping to receive a player that was in a worse condition than my original one.
It?partly?could?have?been?my?fault?for?purchasing? this?player?in?the?first?place. I?have?had?terrible?expiernces?with?creative?prodc uts?in?the?past,
specifically?the?creative?muvo?txfm?256mb?and?the? ep-630?headphones. I?thought?that?Creative?quality?and?customer?care? would?have?improved?since?then,?but?I?was?wrong. I might switch over to the Samsung d2 after this night mare.
If?anoyone?else?has?Creative?Customer?service?horr or?stories,?feel?free?to?post?it'shere. Let's?see?if?we?can?unite and send a message to Creative.

I bought a Zen V Plus 2G refurb unit. The scroll button did not work, so I could not access anything on the main menu. Rec'd RMA and returned unit, only to receive a replacement with the same problem. Again rec'd RMA and returned unit. This time the exact unit was returned to me with the same problem. For the third time, I requested an RMA, returned the unit and have not heard what the status is, only that it was received.
All I want is a unit that works. I have been patient, but this is ridiculous. Please send me a unit that works this time, as my patience is wearing thin.
Sherrill

No response from the customer supp

Hi I'm a italian client of a zen nano plus.
I have a problem with the player....
So I sent a email to customer support.
After one day i receved an automatic email that suggest how to upgrade the firmware, but I have a problem with the hardware! So I sent an another email and again I receved the same automatic response...
Now I think that Creative is not a serious company...

That's normal. When you send a mail, you receive an automatic response first, but they usually arri've pretty quickly. If you send another new e-mail, you'll receive another automatic response. Check the e-mail, it may tell you to respond to the auto-response if you're still having problems. If it doesn't mention that, then just sit tight and wait for the response.
Cat

I am very disappointed about Creative customer sercice!

Hallo i'm writing from Italy just to tell you my adveture with Creative:
-I bought a creative zen 30g on november, it was a REFURBISHED one;
-After a couple of weeks it was....useless, always freezing
- a coulpe of week of emails with the techician of creative, then they gave me the number for send back the mp3 (assistance)
-The online registation for assistance doesn't works, another 3 days of email to get a little help
-Finally i'm able to send back the Zen, 0 euros of shipment and now.....
THE ZEN HAS BEEN deli'vered....but THEY CAN'T FIND IT!!!!!!!!!!!!!!!!!!!!!
now i'm waiting from 4 days for some news.....i'm very disappointed.Message Edited by delacuerva on 0-28-20082:57 PM

Do you mean they sent you a replacement? I'm not really clear on what has happened exactly, but if you can send me a private message with your contact details (e-mail and phone) and reference numbers, I'll get someone to check into it.
Cat

Creative Customer Support e-ma

For some reason the site won't allow me to e-mail creative regarding the crashed hard dri've in my Zen:M does anyone have the e-mail address?

Some of the emails will say something to the tune of "If this does not help, please reply back and an advisor will get with you." If that's the email you got, just reply back to it. If not, then give us a little time.
Dale

Another Disturbed Creative customer.. N200 Iss

The background sound (when the backlit is on) is really, really annoying and is hurting my sensiti've ears. I hope there is a Firmware in the works for solving this issue. Can a creative employee please confirm this so I will not have to return my player. I am really mad about the fact that I have spent 30 US dollars on a player that is faulty (etc, bad quality).

Creative don't guarantee a reply here. I suggest you contact Support direct.

Re: Contacting Customer Supp

Call me dense but when I tried calling U.S. Customer Support line at -405-742-6655
"We're sorry a carrier access code is needed or your line is restriced." How do I obtain the Carrier access code? Thank you all in advance.

Is your phone restricted from calling long distance? Perhaps you ought to contact the operator.

Your user is blocked. Please turn to customer supp...

When I tried to log in , i got this error . i put user name and password correctly
Your user is blocked. Please turn to customer support.

Hi,
There could be several legitimate reasons why an account is suspended or blocked. Please do contact Skype Customer Service for more information: https://support.skype.com/en/faq/FA1170/how-can-i-contact-skype-customer-service
Best regards,
Elaine
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Creative Customer Supp

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