Read before you buy a Zen Mi

Question

Here's the experience of one really unhappy customer. Haven't yet had a reply to my last message to Customer Support, but don't really expect to receive anything helpful.
MESSAGE :
I bought my Zen Micro in April, have used it to read about 5 NetLibrary audiobooks and nothing else, and already it's giving me a 'Hardware Error' message when I turn it on. That's the last in a long list of problems:
* The earphone jack caused problems almost from the first. I assumed it was just the cheap little earbuds that came with the product, and bought some new, good-quality ones last month. The problem, instead of going away, just got worse.
* Also about a month ago, it started to have problems shutting down. It would show the "Shutting Down" message, but just stay like that until I removed the battery or hit reset. An extreme annoyance with an audiobook when you don't know exactly where you were when you left off since the bookmarks I set weren't saved.
* The software can't handle large audiobooks. With the .* firmware, I could upload a big book (28 hours), but it only showed about 0 hours, after which the remaining time was zero and the fast forward and seek features no longer worked. Combine this with the problem shutting down, and I was ready to pull out my hair.
* The software won't even upload that 28-hour book with the 2.* firmware, nor will WMP0. I had to use RealPlayer, but then the Zen wouldn't recognize the track length at all. Again, no fast forward or seek, even through the first 0 hours. Had to go back to the old firmware just so I could get back to where I was in the my book.
I feel ripped off-about $200 for being able to listen to 5 books! The warranty says I'll have to pay labor costs to get the hardware error fixed, but even if I do, I'll still be left with a bad earphone jack, no support for big audiobooks and probably more problems shutting down in the future. Oh yes, and no indication that Creative even knows that people like to listen to audiobooks. Not everyone in the MP3 market is a music-mad teenager, you know. Or well, you don't, but I sure wish you would figure it out. Check out your own forums, CNet's and any number others, and you'll see how many frustrated readers are out there.
REPLY FROM A CUSTOMER SUPPORT REP:
The problem you described indicates your unit may require repair or replacement. If possible, try exchanging the product for another from the vendor, for this may be much quicker and easier than having an RMA (Return Merchandise Authorization) issued. If this is not possible, an RMA will need to be arranged to have your product tested for repair/replacement.
If the product has exceeded its three month labor warranty period, a non-refundable US $25.00 diagnostics and handling fee will be required.
The fee is applied toward the complete cost of repair/replacement. If the cost of the repair/replacement exceeds the initial diagnostic fee, the RMA department will contact you to obtain your authorization for finance of the remaining fee. If the product is still within the year hardware warranty, as long as there is no physical damage, all hardware component replacement costs will be covered by the hardware warranty. If the product is not outside its three month labor warranty, no diagnostic fee is required. ..
(Detailed instructions omitted)
Once this information is applied to the RMA database, we will reply to you with an RMA reference number and shipping instructions.
* Please note that an estimation of repair costs cannot be made without the above information.
If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.
MESSAGE 2:
This reply is NOT helpful, and it suggests you have not read everything I wrote. I did not contact Customer Service in order to receive a form letter. If Creative wishes hopes to keep me as a customer who will buy future products, it will have to do a great deal better than that!
Of course, the unit needs fixing. It does not work. Though more than three months old (as I already told you), it has not been used all that much, and yet it has multiple problems that did not show up until after the warranty expired. The fact that I am expected to pay anything at all when you offer no explanation of why I am experiencing the other problems I described astonishes me. As my original e-mail pointed out, even if the problem that causes it to display 'Hardware Problem,' is fixed, there are other problems as well, including the one with the software which will not function properly in importing large books. My paying you $25 to fix what is obviously a defecti've product will still leave me which a player that is less than satisfactory.
It is clear from Creative's forums that the Zen Micro line has experienced repeated problems with defecti've headphone jacks, and I have read a great deal that suggests this has in turn led to the failure of the entire unit. I do not know whether this is a design flaw or a manufacturing problem, but it scarcely seems like something I should have to pay to correct.
I have also read that Creative is aware of the problems with importing large files. Well, they can hardly fail to be aware of it, since there plenty of complaints about this in your own forums. And yet Creative does not appear to be doing anything to fix the problem, and doesn't even acknowledge it on their Web site. Are there any plans to address this bug? If so, what are they?
Service, please.
REPLY 2 FROM A CUSTOMER SUPPORT REP (different person):
Thank you for contacting us. As your player is reading an error message that states "hard disc problem", this is specifically an issue that requires your product to be sent in, as there may be an issue with the internal hard disc dri've on the player. At that time, you may also have the head phone jack loss issue repaired under the warranty. There is a $25.00 labor fee after 90 days from purchase date shown on your receipt.
This is a standard fee for anyone outside the labor period (90 days), as stated clearly on our website at us.creative.com, SUPPORT, under WARRANTY AND RETURNS.
These are your options at this time, if you wish to proceed with an RMA, we will be happy to assist you. Please let us know if you have further 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.
MESSAGE 3:
Of course, I have futher concerns.
. I did not receive a message that states "hard disc problem"; it says "hardware error," as I wrote. Is anyone actually paying attention to what I write?
2. There are additional hardware issues that preceded that one. If I pay the $25, even if you send me a new Micro, it appears that these problems are common in the Micro and likely to occur again. Am I about to may more money just to continue having the same problems? I want some explanation of what is going on before I spend another penny and some assurance that I will not simply be throwing good money after bad.
3. There is still the issue of the software/firmware, which cannot handle large audiobooks. What does Creative plan to do about this? Anything? So far, I have had two responses, and no one has even had the courtesy to acknowledge what I wrote, much less to provide me with any answers. This has nothing to do with any warranty.
4. My player was out of warranty for one lousy month when I wrote you. I have a player with multiple problems, all of which the company appears to have been aware of when they sold me the unit, and Creative is insisting on sticking to the fine print. Why on earth would I want to do further business with such a company?
I want this issue escalated to a manager or someone who will actually address ALL the issues I have raised.

Answer 1

He is she and a grandmother, not some kid on the prowl. What kind of free stuff do you think I'm after? What I want is for them to wai've the $25 fee for fixing a problem that in most products would lead to a recall. They've known about the problem for some time, and it is one that, by its very nature, is likely to occur after the three-month warranty is up. I might not have felt so strongly about this, though, if the first two replies from Customer Service hadn't sounded as if they didn't even bother to read what I wrote. That is certainly not what I would consider good service.