My Email to Customer Service

Just popping in to broadcast my dissatisfaction with Creative MP3 players, specifically their Zen Micro.
After 5 years of buying Creative products exclusi'vely, I am very close to moving to the iPOD camp. In the last 2 years, Creative has introduced WAY too many MP3 player variations to the market in an effort to compete with Apple, and it's obvious that they're not testing thoroughly.
For the second time in less than a year, my Zen Micro 5GB needs to be returned for repair or replacement. The process is tedious and in most cases costs between $20 and $50 for shipping and a repair estimate. Luckily the product is still under a year warranty, but not for much longer.
I am posting my email to customer support on this board in hopes that it will draw some extra attention and if nothing else, make people think twice before buying a creative MP3 player. I have given the support and service team one last opportunity with this email to re-establish my trust in their products.
I will post updates to this incident on this forum as they occur.
Below is a copy of the email sent to customer support:
================================================== =========================
ATTN: Customer Support.
I am a very frustrated Creative customer. About 3 months ago I returned my Zen Mirco due to a faulty hard dri've. It was replaced and has been working fine until today.
After connecting the Zen Micro to the computer, the battery power icon changes to the charging icon and then the player freezes. The computer never responds or recognizes that the device is connected. If I reboot the player it works fine as long as it is not corrected.
I have the latest versions of firmware/drivers/software installed.
I have the tried disk cleanup and format options of the recovery mode. I have also tried all 4 USB ports of my PC as well as the USB ports on another PC. I have tried multiple cables. I have tried connecting the player to a PC without the drivers installed.
The only thing I HAVEN'T tried is reloading the firmware, which I'm sure will make matters worse.
At this point, I have a player that works as long as it's not connected but now that I've formatted the disk, there's nothing to listen to.
Obviously my only hope is to return the player AGAIN for repair/replacement, but I have to stress that I am starting to lose my patience with Creative products. I have been purchasing Creative MP3 players since the first 6GB jukebox and no player has given me as much trouble as this Zen Micro. Creative is very close to losing another customer to iPOD.
Please let me know how this can be resolved as quickly as possible.
Thank You,
Christopher Bellis
================================================== =========================

I've had similar behaviour from my Zen after updating to latest set of firmware/drivers and ap
ps.
It will not transfer more than 50-60 mp3's before going into a bad lock up that can only be corrected by removing the battery and the player may or may not recover from that. I too have tried install/reinstall, firmware reloads, .x versions and 2.x versions - none of it works on any of the usb ports of 3 different computers. I've had a long exchange with customer support - they have yet to admit there is any issue with the latest firmware/software - my experience shows there has to be - at least when mixed with something that's present on my 3 machines.
My latest email to them reads as follows:
Thanks for the clarification and list of files to install. I've followed through what you said on two different computers and can still produce lock-ups of the Zen when transferring my files. I still suspect there is some bad interaction between the firmware and the driver once a sufficient volume of data has passed through the connection. If I que up 20 songs to transfer, it will do about 60 and lock up.
If I Clean Up and Reboot the Zen it will lock up as soon as the first or 2 songs are tried to be copied over unless I leave it overnight or some long period of time and also reboot the computer.
Is there some internal soft/hard reset that happens with the Zen Micro a few hours after it is last turned off? Is there something happening to the player while it sits there in a Docked State - something like a power-saving feature that's crashing the driver?
I am really frustrated and would like to hear from you that there may be something wrong with the software that will be fixed with a next release - if that's not the case I would like to know how I can return my player. Or perhaps you can ship me the firmware that was originally on the device - I have the old driver that was on the initial CD that came with it.
My device details are:
Model: DAP-MD0004
S/N: xxxxxxxxxxxxxxxxx
If I have no luck with that - I am sending the thing back.

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Duplicate post - please see:
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Message was edited by: Admin Moderator

Hi, Fredstrong3,
No need to circle back here to the Community; continue past this step.
You will need to proceed through each step, one at a time. Sign on to the Skype website as requested.
Choose the subject and topic which most closely matches the item you need assistance with. Then, continue past Step 2 of the instruction where several articles from the FAQ library will appear for you to review, and
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You may also skip through Step 4 where you will be referred back here to the Community; no need to do this as the Community is where you started.
When you complete the webform and click Submit, your information is relayed to Skype and you will receive a reply via e-mail. If you are a Skype Premium or other eligible customer, you will be routed to start an instant message chat session with a Customer Service agent.
Regards,
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Does anyone have an email for Customer Service?

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to whom may it concern,
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You are not communicating with Apple when you post here. Almost everyone who will reply is, like me, just a fellow user. To contact iTunes Support click the Support tab above and then the Get Started link in the Contact Support area and follow the instructions.
Regards.

Poor Customer service unauth charges iTunes over Paypal

I just thought I would share this exchange with the community. Do yourself a favor and remove your billing method from iTunes. You can expect this treatment when it occurs. Not only does it say that iTunes takes no responsibility for your account being insecure, it also displays a singular lack of understanding on their customer service rep's part. Again, this transaction occured with Paypal as the method, not a credit card. I've since changed all my information.
From: [email protected]
To: *****************
Subject: RE: iTunes Store Account and Billing; Follow-up: 144079905
Date: Sun, 20 Mar 2011 09:42:20 -0700
Dear ****,
It’s Abhi here again and I hope this message finds you doing well.
I completely understand your frustration with the unauthorized purchases that were made with your iTunes Store account.
Dealing with unauthorized purchases is not something Apple takes lightly. I'm sorry that I can't resolve this for you myself, but under the circumstances the iTunes Store can't reverse the charges for those purchases without chargeback orders from your payment card issuer.
Please ask your card issuer to cancel the card, investigate the security of your account, and send chargeback orders to the iTunes Store. If you have any more questions about this, please don't hesitate to let me know.
Sincerely,
Abhi,
iTunes Store Customer Support
Please Note: I work Thursday to Monday
7:00 AM - 4:00 PM CST
Thank you for allowing me the opportunity to assist you.
Hi Abhi,
Thank you but you haven't answered my question regarding the charge. Will iTunes be responsible for this or do I have to approach Paypal?
From: [email protected]
To: *****************
Subject: RE: iTunes Store Account and Billing; Follow-up: 144079905
Date: Sat, 19 Mar 2011 18:38:39 -0700
Dear ************,
It’s Abhi here again and I hope this message finds you doing well.
Thank you for submitting the requested information. We verified your account information and reenabled your iTunes account.
Please change your account password and security question immediately. Changing the password and security question will help to prevent anyone else from using your iTunes Store account to place orders without your knowledge. You can change your password using this website:
https://appleid.apple.com
To update your security question, click "Return to My Apple ID" after resetting your password. Then click Manage Your Account, sign in, and choose the "ID and Password" tab. Be sure to enter a security question to which only you would know the answer.
To create a strong password and increase your account's security, I highly recommend that you follow the suggestions outlined in the following article:
iTunes Store: Best practices for protecting the security of your account
http://support.apple.com/kb/HT4156
Thank you for the patience and understanding. Have a great day!
Sincerely,
Abhi,
iTunes Store Customer Support
Please Note: I work Tuesday to Saturday
10:00 AM - 7:00 PM CST
Thank you for allowing me the opportunity to assist you.
**** Abhi,
I have already changed the password. I would like to reactivate the account. However, this does not fix the fact that I had a 30 dollar illicit charge. This was done through paypal which my account was previously set up for and not a credit card - are you suggesting I contact them about refunding the money? I would expect that since the agreement is through your Apple that your company would cancel the gift certificate and refund the money. By the way... I have not put my iTunes information in any other account other than iTunes itself and purchases for giftcards cannot occur through anything other than iTunes with . I have no idea how someone could have gotten my information.
My information is as follows to your questions below:
1) Old billing address: *****************
2) Previous purchase information (from my personal e-mail); I believe this was my last purchase:
Purchase Details
From: [email protected]
To: *****************
Subject: Re: iTunes Store Account and Billing; Follow-up: 144079905
Date: Sat, 19 Mar 2011 15:58:10 -0700
Dear Shannon,
Thank you for contacting iTunes Store Support. My name is Abhi and I am glad to assist you today.
I understand that you are concerned about the unauthorized purchases that were charged to your credit card. I can certainly realize how disappointing it can be when something unusual happens like this and I sincerely apologize for any inconvenience this may have caused you.
To prevent further purchasing, I have disabled your account and have disallowed your credit card from being used on the iTunes Store. Please note that you can enable your iTunes Store account in the future by providing specific information to iTunes Store support as described at the end of this email.
I urge you to contact your card issuer as soon as possible to inquire about canceling the card or account and removing the unauthorized transactions. You should also ask them to launch an investigation into the security of your account. Under the circumstances, the iTunes Store cannot reverse the charges for those purchases without your card issuer initiating the refund request.
I strongly recommend you change your account password immediately. Changing the password will help to prevent anyone else from using your iTunes Store account to place orders without your knowledge. To increase the security of your account I highly recommend that you follow the suggestions outlined in the following article:
iTunes Store: Best practices for protecting the security of your account
http://support.apple.com/kb/HT4156
If you suspect you are the victim of identity theft, consider following these recommendations:
- Contact the fraud departments of any consumer reporting company to place a fraud alert on your credit report.
- Close the accounts that you believe have been used without your knowledge.
If you would like your iTunes Store account to be enabled, please reply to this email with the following information:
1) The billing address listed on the account, and
2) One of the following:
- the order number of your most recent purchase
- the name of any item you've purchased using this account
I will use the information you provide to investigate the possibility of enabling your account. Please note this investigation could take several days.
Thank you for the patience and understanding. Have a great day!
Sincerely,
Abhi
iTunes Store Customer Support
Please Note: I work Tuesday to Saturday
10:00 AM - 7:00 PM CST
Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.
Customer First Name : *****************
Customer Last Name : *****************
email :***************
Web Order # :
Support Subject : iTunes Store Account and Billing
Sub Issue :
See additional info below
OS version: Windows XPSP2+
Country: US
iTunes version: iTunes 10.2
Apple ID: *****************
Specific request: I have unauthorized purchases on my account
Order number: *****************
Details:
Hello,
I got an e-mail this morning noting that I authorized a gift certificate purchase for 30 dollars at 5:24 AM. I did not authorize this purchase, however. I will be changing my pass word for this account (I've already deleted my credit card information). Can you cancel this purchase? How do I proceed?
Regards,
TrackID: 14035387

I have had a similar issue with Customer service and am still trying to get it resolved. I had unauthed charges on one of my 2 iTunes accounts but it was credit left over from a redeemed gift card. I have no credit card attached to my account. I let iTunes know and they disabled the wrong account. After 2 weeks of emails with customer service it appears that I will be getting the money added back to my account. They said it would take 3 to 5 business days. The account that was disabled is still disabled with no updates from iTunes. From what I see in your post the responses I got are the same. They must be working from a script.

HP customer service has become worse than McDonald's(if they ever had one)!!!

I HAD been a very loyal customer of HP products & used to highly recommend it to friends & colleagues - even over Macs!
recently I ordered a very high end customized model with a coupon...within a week I found a cheaper coupon with more add-ons included. Since I had a custom built laptop it would take 2 weeks to build it & I called within a week & asked for the discount.
To my astonishment the Rep told me she could see the new customized model (I made it exactly the same configuration) in my cart with the discount but I would have to CANCEL my old order & rebook it to get the discount. She informed me it takes 3-5 business days to reverse the charge on my card (working with a large hotel I know it can take 2-3 weeks sometimes).
I asked to speak to her supervisor...who was very unhelpful & on top was very VERY unprofessional which made me make the decision of CANCELING the order right away. He gave me a hard time to cancel. He told me I had to wait until I get the laptop delivered (it won't be built for another week) & I would have to send it in & than get a refund!!!!!
I asked for his supervisor who was the same as him..Equally unhelpful!! I emailed the customer service as well..But all of them want to give me some stupid promotions & are sorry for inconvenience (the same old standard drafted automatic sorry email)
Should complaining to Better Business Bureau be the next step???

Thank you for visiting the HP Support Forums. This forum is to leave feedback and suggestions directly relating to these message boards. If you have feedback for HP about their products or services, please use the link below:
http://welcome.hp.com/country/us/en/wwcontact_us.html
This is a user-to-user community, and not a venue to receive direct help or feedback from HP. If you have any further questions or concerns, please feel free to send me a Private Message.
Thanks!
Wendy M - HP Support Forums Moderator
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Rules of Participation

Does customer service exist for printing books

I placed my order a week ago and never received a confirmation email. The order also did not show up under my account. I waited a couple of days and then placed the order again. I sent customer service and email saying that I did not want duplicate books purchased. I emailed both customer service and cancellations/refunds for the next 5 days and never received a response. Now the orders are showing up and both are marked as shipped.

Stuuke:
Welcome to the Apple Discussions. Is this the link you used to email them?
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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???

My Email to Customer Service

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