CREATIVE email support is totally usel

My sound card is having major problems and will only play music at a very light volume at terrible quality. I tried emailing creative about it many times and each time the person responding made me go through the same process of diagnosing the problem. Creative doesn't use support tickets to track your messages, a new person answers your mails each time. This is so frustrating! My good sound card is now sitting idle while I use my onboard sound
I am kind of tired of trying to wrestle with email support and even more so knowing that I have to pay a fricken "diagnostic fee" to get a replacement.
I mean, if I knew the support was going to be up to standard, I might just go out and buy an x-fi card instead of getting a replacement but I know if something goes wrong i'm gonna get shafted with sub par service and a $30 fee for an RMA.
Please is there a way I can just send the thing in for a refurb replacement? I am an expert computer user and I know when my parts are fried. I do not need/want any creative employee to pop my card into a motherboard to test it, press a button and then charge me $30 for diagnostic. Its fricken dead. I don't go through big hassle of getting RMA numbers and paying $20 for shipping unless I KNOW its broken.
If anyone wants to look into it, my email was [email protected] I doubt you even have a record of my emails however.
A real turn off for a repeat customer...

Joeywhat wrote:
How is creative charging during the warranty period? I didn't have to pay a DIME (minus shipping to get it there, but everyone does that), and I was within the warranty period...Are you positi've it's still within the warranty period?
That would be correct, because I forgot that the 90 days doesn't apply to soundcards! My apologies falcobird, but your sound card should be covered by parts and labor for year, and you shouldn't be charged the diagnostics/handling fees, at least in the US region. You may wish to gently remind email support of that, or just call phone support and explain the situation. If you have a hard time getting their attention, please contact me via PM and I'll try to arrange something for you, especially if you are in the US region.
Again, sorry for the mixup on my part, it's been a while now since I was in customer support myself. But we'll get you set up either way.
Dale

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Creative Email Support is usel

After having a week of correspondence with them regarding my broken Mp3 Player (previous forum topic I posted), with them asking me to try various different methods to get it working, all of which I've already, unsuccessfully, tried, they stopped responding to my emails on Sunday (after having responded within 24 hours to all other emails beforehand).
What am I supposed to do now? Call up their international phone number, charging me 4p a minute to sit and listen to a 'please hold, your call is important to us' for god knows how long. Maybe not.
Is there something wrong with their email support system - backlog of emails? Or have they just decided I'm not worth responding to anymore?
How I wish I'd spent the extra on an Ipod.

I did not have any problems with the support at all - the Swedish support team seems to be excellent.
Now you will get the lot of this forum saying: "iPods have lots of problems too!" So, now you know. They have had problems, though.
I am sure Creative Support are more than willing to solve your problem - just be patient and remember that they have sold lots and lots of players this year, so... they are bound to be swamped down with people thinking there is something wrong with their players just because they did not bother reading the manual.
Good luck.

Creative Email Support

You have to be very patient with Creative's Email support. I don't know whether people are having a whole lot of trouble with Creative products or whether Creative is trying to cut down their customer base. It took them 4 days to get back to me.

It was the U.S. region, and I am pretty sure I sent it to Customer support. After about 7 days I figured out my problem myself. I relayed that information when I finally got the answer to my first email. I then got an immediate response. Better late than never I guess.

BT Retail and BT Infinity Support are totally usel...

I have been a BT customer for 30 years and have had internet with them through dial up, broadnband and I recently decided to upgradxe to infinity.
I work away most days every week so I needed to arrange an appointment well in advance to ensure getting a days holiday. I booked for yesterday 8.00 - 1.00 and waited patiently. As I had received no phone call as promised I called BT Customer support who assured me that the engineer was on track and would be there before 1.00.
1.00 came and went, I didnt receive any call to tell me they would be late or that they couldnt come , so at 1.30 I called BT support again only to be told that the engineer was delayed and would only call later, I was asked to hang on while they got a definite time. After waiting until around 2.00 the assistand kindly informed me that they would not be coming as they had booked too many jobs for the engineer and he had cancelled my job. Of course having waited in all day and wasted a holiday I was furious so I asked to speak to a supervisor. The supervisor was very polite and apologetic and said that the engineering team had admiited responsibility as they would fast track my appointment within the next 24-48 hours and I wouldnt need to wait around as I could demand a first appointment as it was their liability. He said that he had escalted the issue and I would receive a call from the engineering team.
5 minutes later true to his word the engineering team called me but told me they would come this saturday (tomorrow) but I would need to wait again between 8.00 and 1000, I told them " Sorry but I am not waiting again I want a first appointment as per your BT retail supervisor" They said to me that he was wrong to promise that and I would need to wait. I asked to complain to a manager but was told rather abruptly if I wasnt happy to go back to BT Retail.
I went back to BT retail and spoke to what seemed to be a very helpful guy called Sunny, he apologized again and said that I was totally in order to ask for an early appointment and waht was the latest time I wanted to wait in, I told him 10.00AM. He said that was quite OK and he would 100% personally guarantee an engineer would be with me before 10.00AM, he gave me a reference number to quote in the unlikely event of a problem and offered me a compensation of 1 month subscription. He said that I would receive a call today to confirm.
I received no call upto 5.00 PM so I called in once more, after another 30 minutes on the phone I was told that the engineer had still not resolved the problem on the exchange and would not be coming tomorrow!!!. I said that there had been no talk of any problem on the exchange and went through all of the previous communications and gave the reference number , the assistant was very rude and said that he did not recognize the reference number, and I would just need to wait until monday for a call as the engineeers do not work on saturday. This was a total lie. I asked once more to speak to his manager and he told me to stay by my phone as the manager would call before 8.00PM. I waited and waited and still I received no call.
This is just totally pathetic customer service and I am sure that those people in India are just paid to fob you off. I am now strongly thinking of switching to Sky as they have never let me down with their satellite service and at least you can talk to someone in the UK.
Is there anyone that regulates this who you can complain to or anyone in the UK who you can call???? Overall this is very poor service from BT

Everyone keeps saying Openreach and that is correct, however, everyone should remind themselves over and over again that Openreach IS BT.
Whenever I deal with them I always remind myself of this fact.
In addition
The Managing Director of BT Retail and the Chief Executive of BT Openreach both report to the Chief Executive of BT Group in the final analysis.
I can't put the names of these people because my post will be deleted but their email addresses are available in the public domain.
Google is your firend.
We should keep pressing the people who run companies with BAD customer care and eventually they will become tired and sort it out.
All the best

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.

Zen Micro Problem- Email support not helpin

I tried email support, I waited over 24 hours just to have someone tell me to upgrade the firmware. I know this is not the problem and I have the upgraded firmware. I thought I would bring my problem here for assistance since I am getting canned responses from the email support team. Heres the problem:?Sunday Night- I put my Zen Micro on the USB charger, I have a trip on Monday and wanted to be sure I have a full charge. Monday morning- I notice that the Zen Micro is on, and has a blank screen. I can see a little line at the bottom, I can scroll through the keys but nothing on the screen. I take the battery out and put the unit away, at this point I have to leave and I opt not to take the unit with me.
Friday- I come back from my trip and decide to further research my problem. I find that I cannot reset the unit, I cannot access the restore screen. I hold the power in the ON position and insert the battery. I wait about 5 seconds, nothing is happening so I let off the power. At this point I get a blank screen. I plugged the unit into the USB charger (unit is off) and I get a blank screen. The blue LED light around the unit dims and brightens which to me indicates it is charging. Windows XP gives me the found new hardware wizard but Media player 0 attempts to locate the device and comes back to tell me to connect the device. I just bought this unit in December and was not expecting it to fail me this soon.
Saturday- I email support. The support team emails me back after 24 hours and gives me the firmware upgrade canned response. I have replied to that email but I would like to get this resolved pretty quick since I am now week into this ordeal.
I do alot of flying, the MP3 player makes the long flights a little more tolerable. This is my first time to purchase a creative unit. I weeded through some threads here and found other folks with the same problem. I assume that Creative Labs is aware of this problem and working to implement a fix soon that will resolve any future problems. I have my email headers, and contact information available upon request. I look forward to a speedy and sensible solution to this problem. Sincerely,Tim

What I am learning is that customer service is not really service. I was telling everybody about my great Zen Micro but, if I don't get a timely response, will start spreading the word. It's?frustrating to spend money on a product that doesn't even last eight months and that they don't support. I want to buy reliable electronics from companies that stand behind them. I wonder what it takes to get their attention.

* 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!!?

What does Creative Cloud Support include for each level?

What Support do I actually get with Creative Cloud for individual, for teams, and for enterprise? Phone? Chat? Email? I cannot figure it out from your website.

Hi Cfulbright94115,
For Creative Cloud we have Phone, Chat and Email support available. You may refer to below mentioned to get the support:
http://www.adobe.com/support/download-install/supportinfo/
Let us know if it helps,
Thanks!
Gurleen

What's up with Creative tech support???

I sent them an email detailing my problem. I started with the problem that my Zen V plus was in recovery mode and nothing was working (reboot, reset button) went to web site and used the recovery tool located there. Did not change anything, it'sdid not work, tried it again and then got the message on my MP3 that there was a firmware problem. My PC now doesn't regognize the MP3 player. The reply I got back from Creative tech support was try the reboot option from the recovery menu.
What part of - I tried it and it didn't work and now the only thing on the screen is "firmware problem" don't they understand.
Why don't they have a li've chat for tech support. I'm wondering why I bought a Creative lab MP3 player

I did get back to them with exact details of what I did. What I tried per the suggestions on the web site for trouble shooting the problem. They responded back with the EXACT SAME LIST I told them I already tried.
I was in recovery mode
tried the reboot option - nothing
tried the clean up option - nothing
tried the recovery tool from web site - nothing
tried to reload OS and now the PC doesn't reconize the MP3 player
tried all the options suggeted for getting PC to recognize MP3 player as web site suggests and NOTHING WORKS
explained that to tech support and I get instructions for things I ALREADY TRIED.
Again, why is there no li've chat!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I need help authenticating my outgoing server settings in setting up my work email on my Galaxy S5. It says unable to authenticate or connect to server and I even called helpdesk at my email support and they tried every possible port (80, 25, 3535 or 465

I need help authenticating my outgoing server settings in setting up my work email on my Galaxy S5. It says unable to authenticate or connect to server and I even called helpdesk at my email support and they tried every possible port (80, 25, 3535 or 465 SSL) and none of them work. Please help!

You will need to get the required info to create/access the account with an email client from your school.
Are you currently accessing the account with an email client on your computer - if you have a Mac with the Mail.app, or if you have a PC with Outlook Express, etc.? If so, you can get the required account settings there.

How do you email Support? They sold me an incomplete TV show file .

They say how easy it is to email Support, but every link just sends me around in circles to pages I've already been to! They say there are "Email Forms" at the bottom of the support pages, but there are only links to more pages I've already been to.
I ordered "Battlestar Galactica" from iTunes, and two of the episodes are cut way short.
Would someone please post a link to an actual way to email iTunes, since they seem to be making it difficult?
Thank you

hi Sammy!
just checking. can you see an email form at the bottom of this FAQ?
iTunes Music Store video FAQ
it should be in a pale blue box below "Ask a video question".
love, b

Deactivate DW CS3 / email support

Hi,
I'm trying to deactivate DW CS3 on an Mac (10.4) to be able to use it on my new Mac, but the deactivation does not work. I go to Help > deactivate, but all I get an error (194:1). As I'm in Germany I phoned the German custom support. They can't help my, cause it is an English version of DW ... *sigh* They told me to phone the support in US. Which I would rather not, cause I would have to phone in the middle of the night and it might be quite expensive.
Is there any other solution to this problem? Does Adobe provide email support?
Thanks in advance!

Hi,
I'm trying to deactivate DW CS3 on an Mac (10.4) to be able to use it on my new Mac, but the deactivation does not work. I go to Help > deactivate, but all I get an error (194:1). As I'm in Germany I phoned the German custom support. They can't help my, cause it is an English version of DW ... *sigh* They told me to phone the support in US. Which I would rather not, cause I would have to phone in the middle of the night and it might be quite expensive.
Is there any other solution to this problem? Does Adobe provide email support?
Thanks in advance!

Hello I was charged twice for adobe story plus, I need this problem corrected and a refund issued for one of the subscription charges, I tried chatting with Adobe and they were unable to help me. Where is email support?

Hello I was charged twice for adobe story plus, I need this problem corrected and a refund issued for one of the subscription charges, I tried chatting with Adobe and they were unable to help me. Where is email support?

This is an open forum, not Adobe support... you need Adobe staff to help
Adobe contact information - http://helpx.adobe.com/contact.html
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"
-or by telephone http://helpx.adobe.com/x-productkb/global/phone-support-orders.html

No more email support? VERY DISAPPOINTED

I am very disappointed that they took away their email support. It is super inconvenient for me and i'm guessing many others. I just spent 2 hours waiting for a representative to be available to chat, since that seems to be what Verizon thinks is a better solution. They are all still busy and that option ends at midnight. I am not in a place that i can make an actual phone cal either.
I used to be able to email my question right when i thought of it, and go about my day and in 2 days i would have my answer. Now i am going to have to stop my life to wait for chat to be available. I just re-uped my contract today and am regretting it big time now that it seems it will only be an inconvenience. Congrats Verizon, you've got me for another 2 years. Can't wait to waste countless hours instead of only minutes with the email option.
So what am i suppose to do when the chat isnt available, huh?

I have to agree taking away the email option without chat being available during the business day is ludicrous. But it is a money saving measure. I seem to remember reading about VZW closing some CS centers. One I know was in Southfield MI.

Why can't I email support?

Why can't I email support?

RJ111, we love hearing from our customers! The e-mail option is no longer available. However, there's so many other ways to reach out to us! Just click here: http://vz.to/1bnHNlm We're standing by to assist you.
LasinaH_VZW
Follow us on Twitter @VZWSupport

CREATIVE email support is totally usel

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