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.

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* 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 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.

Skype Premium and customer support is a bad joke!

Just so everyone is aware, Skype Premium is a complete waste of your money! The company indicates that unlimited calling to a country of your choice comes with the subscription - but that's not entirely accurate. I had a premium subscription and chose unlimited calling to the US. Turns out, I was being charged a mysterious 'connection fee' to dial certain numbers that was eating away at my Skype credit. I was in touch with support on the matter and was given the run-around for about an hour. It was determined through that support ticket that when I purchased Premium, I had a remaining subscription for Unlimited US & Canada calling which is why I had not seen this 'connection fee' charge in the past until it expired. As you might imagine, we went round and round regarding the supposed unlimited calling included with premium but at the end of the day, it wasn't entirely true. There was also some confusion about the 'connection fee' which was reported to me as a "once per call" charge when in all actuality it was being billed on a per usage basis. Long story short, if you want unlimited calling, my suggestion is to purchase that plan and avoid the overpriced premium subscription that gives you virtually nothing for the money. The only feature that was even remotely worth a hoot was the screen sharing capability - but even that can be done with other tools free of charge while you place a skype to skype call.

Here is a brief excerpt from my "I paid for Skype Premium... why are you charging me to make calls?" chat today:
You: Okay, thanks, I guess I got it. The Skype Premium I paid for entitles me to free group video calls until February, then, becuase they're free for everyone, they'll be free.
Keynethe C: You are correct!

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

Your customer support is a disaster

We are paying for a product to a big company that must give a better customer support.
Here is an example of your customer service, When I was about to replay, your customer service assistant just hang out fast!
Really disappointed!
Please read:
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forumswhere experts are online 24/7.
You are now chatting with 'Sameena'
Sameena: Hello! Welcome to Adobe Customer Service.
Sameena: Hi Silvio.
Silvio: Hi Sameena
Sameena: I understand you are unable to update the subscription. Is that right?
Silvio: No
Silvio: The subscription is Ok
Silvio: I'm trying to work with some links in Illustrator, but the program is not updating the artwork properly
Sameena: Thank you for the information.
Sameena: I will be glad to check and help you with this issue.
Sameena: I checked and see that this is a technical issue, you will have to contact our technical support team to resolve this issue.
Sameena: I will provide the phone number to contact our technical team.
Silvio: I sthis the correct channel to talk about this?
Sameena: Please click here.
Sameena: Are you able to view the link?
Silvio: Yes, I can see the link. Could you please give me an email account?
Sameena: I am sorry we do not have the email address for technical support.
Sameena: Is there anything else I can help you with?
Silvio: You are not helping too much. Actually I was thinking Adobe could have a better customer support. We bought your product and we are now disapointed with this.
Sameena: Silvio, I understand your concern , since we are from customer service we are not trained on technical issues.
Sameena: I request you to please contact the technical phone support to resolve this issue.
Sameena: Are we still connected?
Sameena: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.
Sameena: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
This chat session has ended.
Thank you for contacting Adobe.
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When I was about to replay, your represent ant just hang out
Yes, I'm trying to get a reply from your forums... This chat is a disaster

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.

Customer Support strikes

I sent the following email to Creative customer support:
I would like a complete and total refund for my Zen Micro MP3 player. I purchased the player solely to use with Napster To Go. However, I was buying a BETA product, even though you and Napster advertised it as being fully-compatible. Because you falsely advertised this product, I do not have a use for it until it works completely with Napster To Go. I would like a refund of the cost of the item, the tax, and any associated shipping charges I incur when sending it back to you. The store I purchased it from will not accept it as a return. I look forward to your response. Thank you.
Here is the response I got, clearly showing that Customer Support is literally clueless about this issue:
The Zen Micro is indeed compatible with Napster To Go. On our website there is just one download to set you up and ready to use Napster To Go. Go to us.creative.com and look under support for downloads. Find your player under MP3 players and you will find the download needed to set your player up. If you have any questions, please call 800-998-000. Thank you.
Oh well! So much for depending on Customer Support for help with this issue!
FYI, background on this post is available in the following thread:
http://forums.creative.com/creativel...ssage.id=25732Message Edited by cjblack on 02-25-2005 07:33 PM

cjblack wrote:
Name calling. Cute.
Even if I did read about the firmware before I purchased, can you tell me where on this page it says that those bugs exist with this firmware? Where is the "Bugs" or "Known Issues" section of the description? Where does it say that your tracks will expire every 3 days? Did I miss that part?
Are you honestly saying that you think EVERYONE is having the problems that you are having?
Do you have some proof of this?
(Hint: posting links to a dozen or so posts on a message board doesn't count)

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

Total conquest? Worst customer support ever!

I been trying to play total conquest game for a while now and I seem to be contacting their customer support team more often than I actually play the game. Its full of bugs and issues. Two weeks ago I got banned for no apparent reason and tried to contact support yet again, I got the usual automated reply saying i am very important to them and so on and that a reply would come in up to 3 days. HAH! I got a reply after 6 days asking me to show proof of purchase. I didn't buy anything and answered right away. Waited another 6 to 7 days for another reply from a girl called Elena saying they made a mistake and have unbanned me. Well it's now over 21 days and I am still banned! The very nice customer support team seem to have vanished again! Bloody useless bunch of people there. Now, my question here is, where can I file a complaint on stuff like this?
Thanks guys

Hello Zneek
If you have an issue with the app that was downloaded from the App Store or any other of Apple’s online stores, report it to help resolve the issue.
How to report an issue with your iTunes Store, App Store, Mac App Store, or iBooks Store purchase
http://support.apple.com/kb/ht1933
Regards,
-Norm G.

Creative Cloud : How to install page error "We are currently experiencing some issues, please try again later. If the problem persists, contact customer support."

I recently purchase a full membership student yearly plan. I was prompted to this page after my payment was confirmed - https://creative.adobe.com/products/download/creative-cloud
However I continue to receive the error "We are currently experiencing some issues, please try again later. If the problem persists, contact customer support."
What is going on here?
Is there another way to access Creative Cloud download and installation?
Thanks.
Robert.

Robertdaw and MyName LOL! please utilize a different web browser. If you continue to face difficulties then I would recommend beginning the installation process through the Creative Cloud Desktop directly. You can find details at Install and update apps - https://helpx.adobe.com/creative-cloud/help/install-apps.html.

Creative Cloud opens, then halts and says "download error - please call customer support". Do I have too?

I'm trying to put CC on Mac 10.9.4 and it keeps giving me the same error.

Please refer to :
Creative Cloud "Download Error" message
Error downloading Creative Cloud applications
In case the issue still persists, please do contact Customer Support.
Regards
Rajshree

Creative cloud download error please contact customer support

I have installed and uninstalled creative cloud app multiple times. Each time I get the same error. "download error Please contact customer support. I have checked to see that the aamdetect plugin is installed. I have restarted safari. I have read every help page I can find. I am using a new MACPRO and transferred files from my IMAC. HELP

MrCFish please see Error downloading Creative Cloud applications - http://helpx.adobe.com/creative-cloud/kb/error-downloading-cc-apps.html for information on how to resolve download errors.

Trying to update creative cloud, comes error: The installation program could not access the important files / directories. Try to run the installer again. (Error code: 43), please contact customer support. The same error comes updating Muse. Mac 10.9.5. W

Trying to update creative cloud, comes error: The installation program could not access the important files / directories. Try to run the installer again. (Error code: 43), please contact customer support. The same error comes updating Muse. Mac 10.9.5. What shall I do?

Alauda_positos I would recommend reviewing your installation log files to determine the exact directory which the installer is unable to access. You can find details on how to locate and interpret your installation log files at Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html. You are welcome to post any specific errors discovered to this discussion.
For information on how to adjust file permissions please see Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html.

Hi, I am trying to install 4 Adobe apps onto a new iMac but Apps in Creative Cloud doesn't list any apps but says there is a download error and to contact customer support.

Hi, I am trying to install 4 Adobe apps onto a new iMac but Apps in Creative Cloud doesn't list any apps but says there is a download error and to contact customer support.
I can sign in fine with my username and password.
Rick

Hi daveforrestaid,
Please refer to the threads below where this issue has been addressed:
1. Creative Cloud "Download Error" message
2. Creative Cloud - Download error - stubborn error
Regards,
Sheena

Apps tab of Creative Cloud desktop helper constantly displays "Download error. press retry or contact customer support". I've quit CC desktop helper, restarted computer, checked network settings, relogged in. Cannot download any new apps or updates. HELP

Apps tab of Creative Cloud desktop helper constantly displays "Download error. press retry or contact customer support". As well as reloading, I've also quit CC desktop helper, restarted computer, checked network settings, relogged in. Cannot download any new apps or updates. please help.
System: Mac OSX 10.9.4. 3.4ghz intel core i7, 8gb ram

Hello,
Adobe has brought these new links in this matter:
Troubleshoot Creative Cloud download and install issues and
App doesn’t open; progress wheel spins continually
Please have a look there. If necessary and for further questions click through http://helpx.adobe.com/contact.html and if "open" please use chat, I had the best experiences. I quote from Preran: The chat button is activated as soon as there is an agent available to help.
Good luck!
Hans-Günter

Creative "Customer Support" Is A Total Joke

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