The HORROR you CAN endure if you RMA your soundcard to Creative Europe
Hello from Austria,
i hope to get SOME response or even help from an Creative Labs official person via this forum since any mails to [email protected] are ignored even if i complete the support form and as a customer i cant contact Creative Europe via phone because there is no acti've phonennumber that i am aware of, great no phone support.
Also i did not find any european forum and certainly none that is in my mother language german so please excuse my english.
My horror began late june this year so i am having these troubles for more than 3 months.
I requested an RMA-Number 990600660 for my X-FI Xtreme Audio Notebook Modell Nr. SB070 which i received very fast on 26.06.2009.
03.07.2009 I sent the card with a copy of my bill to:
Creative Labs
Fichtestrasse A
02625 Bautzen - Germany
3.07.2009 I received a mail that i can expect my new soundcard in 0 - 5 days.
22.07.2009 A package stood at my doorstep, no reference to who was the deli'very service but it had an paper on it identifying it as a package from creative and there should be an (exact copy what is writen there) "34SB070AA002 SB070 SB X-FI Xtreme Audio Notebook Assy" inside.
There was no SB070 but an originaly packed X-FI Notebook with Wireless Audio Modell Nr. SB0950.
I would have had no problem if it was a new model of the card with the same or more features, but this soundcard has no optical out which i need !
22.07.2009 I contacted Creative via mail to [email protected] but i did not receive an answer.
24.07.2009 Again i filled out the complete webform stating the problem of the wrong model being sent to me.
28.07.2009 I received an answer from Mr. Rui Yun that the problem will be dealt with.
3.07.2009 I received a mail with a new RMA number CL90709295302 telling me i can expect deli'very in 0 - 5 days.
07.08.2009 I received a air cushion cover with a paper on it again telling me there would be an SB070 (same text as before) inside.
Instead there was a "naked" SB0950 inside - again - the wrong product.
07.08.2009 Again, and now a little angry, which i hope everyone can understand i contacted Creative via webform even though Creative tells you with every mail i received that you should put all the commuication in a mail if you answer directly to [email protected] but i NEVER got an response that way !!!!
4.08.2009 I received two mails from creatives Mr. Rui Yun and Mr. Wei Wei (same time same text) apologising for the late answer and they will check the problem.
I then tried two more times (dont remember exact date) to contact creative via the webform but at that time i never even received the confirmation that my message was received, if that was because of a technical problems or on purpose i dont know !
30.08.2009 I received my last answer from creatives Mr. Wei Wei which drove me mad !
He asked me (in very bad German) if i sent the wrong product !!!!
How would that be possible, i sent the bill with the card clearly stating it to be an SB070 not an SB0950 !!!!
And then he is telling me that the product was sent to me on 3.07.2009 and stating which adress it was sent to
and to please confirm if it was correct.
Of course it was correct otherwise i would never have received anything.
How idiotic and absurd can it get ?
3.08.2009 My last message to Creative via mail and webform stating the problem AGAIN not only in german but in english too, to make sure they understand me this time, but i never received an answer !
Now totally frustrated with the way customers are treated by Creative Labs Europe "Support" i will continue not only in this forum (so dear Creative you may of course just delete this messsage and cancel my account) to tell my story in english and german until i receive an offical apology for this mess and of course my CORRECT soundcard !!
Of course you can sue me for hurting your reputation (please do), but you will lose because i can prove everything, i have the two wrongly deli'vered soundcards and all the communcation with your company !!!
I learned that i will never again RMA a product which is (now was) in warranty directly with the manufacturer instead let the shop i bought it in handle these things, then they have the troubles if somethings wrong.
The only reason that i didnt do that is that i dont li've in the same part of Austria any more and so i thought this would be cheaper than driving 300km (there and back) to that shop and faster, if i just had known that this could happen.
Regards
Hallo Leidtragender aus ?sterreich:
ich habe die Telefon-Nummer usw. herausgefunden
die Adresse usw. lauten:
Creative Labs (Irl) Ltd
Ballycoolin Business Park
Blanchardstown Dublin 5
Dublin 5
Ireland
Phone : +353 8206444 ?
Fax : +353 8209557 ?
Miriam Brennan, Keh Long Ng, Sim Wong Hoo
Ich hoffe es hilft. ich mu? noch heute einen Brief an die Firma schreiben sonst werde ich noch mit diesem Lukasz, der meinen Fall bearbeitet, wahnsinnig.
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