Zen Vision M Customer Supp

i dropped my zen the other day and it seems to be stuck in recovery mode...when i try to format or reload firm ware i get a message that says "hard disk problem"...i do what your email support says to do which is try to reload the firmware...which doesnt work because the computer doesnt recognize the zen vision but the wierd thing is that the zen says its docked but no go with the computer...i tried clean disk but that does nothing...so i was wondering if i could send it in and get it repaired (im aware id probably have to pay for repairs) but i was just wondering if that was a possibility and do i still go through basic returning process and how do i let them know i just want them to repair it and ill pay them

As you are already in contact with support, simply reply that the suggested solutions were not effecti've and indicate that you wish to discuss out-of-warranty repairs/replacement.

Similar Messages

Zen Vision:M Defect!! No response from Customer Suppo

I owned zen vision:M for only two days but it gave me hard time. the buttons does not work at all. I've contacted the creative customer support but there is no response, here is the original message that I sent to the customer support:
This is very weird but please let me know if this is just the defect of one product or this is the common defect of Zen Vision M. The problem is like this:
I was lying on the bad while watching video on the player, I felt tired and turn around to the right side and I accidentally pressed a button on the player. Suddenly the light on the button became very dim(usually it is bright blue but it was dim dark blue at the time) and all of the buttons stopped functioning correctly!! The verticle touch pad did not work, the buttons went crazy and totally misfunctioning!! Luckily I bought a wired remote and when I tried to use it to control the player it worked. Seemed that it was the player itself that was not working. I tried to fix it and after I put the player in different directions and shaked it and randomly pressed the buttons, it went back to normal. The bad thing is, the next day this situation happened again -- when I lied on bed watching video and turned around and pressed some buttons, the player went nuts!! The only difference was that this time it took me much more time to get it back to normal and I don't know why and how I got it bad and got it work. 

That is the description of the problem, God I owned the player for only two days and it gave me twice the weird experience, which I never want to experience again!! My guess is there might be some welds on the circuit that are not properly soldered. 

Please give me a solution on it as soon as possible, so that I have time to decide if I am going to keep this player or return it. It is 3:30 in the morning and the player made me mad.

I do not comment on this but if anyone sees this message you can think it yourself. Anybody give me an advise, should I exchange for a new one or should I consider for an ipod.

The same thing has happened to me. I have not called Creative yet because I wanted to check here before to see if anyone has had the same problem. I turned it on this morning and none of the buttons were working correctly. Let me know if you get a response and what the solution is.

Zen Vision:M 60GB firmware: NEEDS 'Disc Number' tag supp

The Creative Zen Vision:M 60GB firmware (.20.02e) does not recognise the 'Disc Number' part of ID3 tags.
This is VERY annoying as albums made up of more than one CD do not play in the correct order (they play in order of 'Track Number', e.g. ",,,,2,2,2,2,3,3,3,3,4,4,5,5" etc). I do not want to go through my collection separating these large albums into a messy bunch of single discs.
This seems like a simple firmware issue: please update it!

jjwood,
Although I can understand the situation, please refrain from using bad language which is uncalled for. In any case, if the player is still having problem despite attempt at rescue mode, then contact Customer Support for service. If the store where you purchase the product allow exchanges, it maybe faster to be done through them.
Jason

Zen Vision:M power charger/mains supp

Hi all.
Just bought this off Ebay so that I can charge my ZVM in less time than the USB lead takes. I believed when I bought it that it was also a power supply, as in, enabled the ZVM to run off the mains and so not use up the battery. Am I wrong here? And if so, what should I be looking for for the latter?
Thx to anyone who can help.
Best
Troll
http://cgi.ebay.ie/ws/eBayISAPI.dll?...AMEWN%3AIT&rd=

When you run your Zen Vision: M off any charger and use it while its plugged in it doesnt take any power from the battery, it uses power from your plug that is transfered through the adapter. Using your Zen Vision:M while charging does slow down the charging process a little bit, but not by much. I hope this explanation has solved your question.

Zen Vision M Hanging Is

I have a new Zen Vision M I picked up in Singapore last week (June , 2006). It seems to hang quite a bit. When this happens it will repeat the last perhaps 6th second of audio over and over....kind of a long stutter and not respond to any buttons. I have had to reset the device using the hole at the bottom. I had to do this several times on the Singapore -> Melbourne flight (6+ hours). In the last week I have had to reset several more times. Once when powering it up it hung. It seems I have to keep a pin taped to the device to regularly reset it. Looking around on this site I see references to this problem happening with Firmware version .2x, but this device came with .30.02 on it when I purchased it. Just in case I tried downloading .30.02 and installing it anyway, but all I get is a message that says: Your player is not connected, please connect your player.
I would love to see this problem go away and I look forward to any suggestions on how to fix it.

I had similar problems with a Zen Vision M purchased less than two weeks ago.
I was running firmware .40.x at the time, so that was not the problem.
I did the Rescue Mode Clean up of the dri've. But the problem recurred. So that was not the problem.
Thinking it might be some form of electronics or hard dri've problem, I just let the player play music continuously trying to exacerbate the problem and get it to reproduce the problem.
After a week of owning it, the player became so wedged that not even a reset would resolve the problem. Literally the unit would not reboot and I had to let the battery completely run out as there was no way to do a hard power reset (i.e. pull the battery).
Last night I returned it to BestBuy and exchanged it for a new unit. So far no problems withn the past 20 hours. (The first unit had some UI sluggishness and non responsi'veness the first day out). While the unit booted fine at the BestBuy exchange department, by the time I was signing the paperwork for the exchange, the technician on duty said the player had hung itself.
I'm letting the player play music continously to see if player was a bum player or of player 2 is part of a manufacturing batch problem.
I like my wife's Creative Zen Microphoto so am disappointed by the experience with this first ZVM and the fact that I only got an automated reply from Creative Customer support and no other responses after 0 days.

Zen Vision M: Unable to charge. Nearly to give product back (forev

Hello,
I purchased a Zen Vision M two weeks ago. When I arri've at home I installed the software successfully and then connected the Zen Vision M to my USB poert on my laptop (Win XP Pro SP2) to charge it; no sign of life. No display activity and NO LED CHARGE ACTIVITY. I letf the ZVM an entire night to see if things changed, but no success. I've tried the following:
- Disable power saving on usb port: no sign of life
- Gave everyone permission on usb port: no sign of life
- Push reset button and the recharge: no sign of life
- Tried on a different PC: no sign of life
So I retuned to the shop and:
- We checked with a differnt cable and with a desktop on the shop: no sign of life.
I asked to change the ZVM with another one. Yesterday, after TWO WEEKS of delay (because the shop had to order since it was the last ZVM they had), I had the new ZVM. Result: NO SIGN OF LIFE once again.
Note that:
- my USB ports (of both laptop) works perfectly with other devices
- my usb ports have power: I have a USB PC Lamp, and a USB Optical Mouse and they works perfectly.
- I let the ZMV connected to the USB port always more than 8 hour. The Laptop power option was set to avoid hybernate or suspend status
- No application was running during charge
I tryed to find a phone tech support, but - despite the statement on the creative site - in italy there is no phone support, just via e-mail.
If the customer support will not able to resolve the problem I'll give my ZVM back (forever) and I will ask my money back.
My percption of the problem is that the ZVM have battery completed depleted and USB is not able to provide enough power to charge. But the fact that not even the LED id flashing let me with no clue.
I kindly ask the community if someone had the same problems, and if there are any suggestion that AT LEAST let my charge led flashing.
Sorry, for the long post, but I'm really upset with the whole situation.
Thank you in advance.
Riccardo

I am new to these forums. So bear with me. I am in the Oz outback.
In a possible answer to your problem IlRiccardo I purchased two Zen Vision M units this past week with the same problem. I returned the first unit and got my money back. I purchased a second unit from a different supplier in a another town. Same problem again The second time I did read the supplied booklets in more detail pouring over every word. I found what the symbols in the top right of the screen was suppose to mean. I did purchase units with the Creative supplied powerpack. I was able power the unit up on the external power pack.
Q. Do you have a symbol that looks like a plug with two prongs on it's
Q2. What is the version number of the installed firmware?
I had that symbol on the top right of the screen. I found through a small Product Information booklet that it was to indicate a fully charged battery and operating on external power. RUBBISH (to the charged battery) as it was a brand new unit. The firmware version installed in both ZENs was .30.xx (cannot remember the last two digits).
I checked the Creative FAQ pages at my daughter's place (in town where I purchased second unit) and found a page listing most of the same symptons as I was experiencing. The download page was talking about a version .50.xx. The link was for a downloadable version of .6.0.
Subsequently I did download the update file and installed it. Low and behold my ZEN Vision M now showed the symbol for a charging battery. The unit did charge up and is working on the battery. Firmware Version .6.0
Check with your supplier/shop where you purchased your ZEN to see if this action will void the warranty? My supplier is suggesting it has!!!!. I hope I don't have to go down the warranty path for any reason.
Hope this helps you and others.
I have post an almost similarly worded reply in another thread about "not charging" SO it is a firmware version issue in my view.

Creative Zen Vision 30GB - How to set IR Remote ON with Navigation keys not working in the play

I have Creative Zen Vision 30GB player. Within a month of buying, its navigation keys stopped working. I took it to the customer service of store where I bought it and they fixed it (their solution was to make firmware update, even though I do not understand how come that can fix this issue). Anyways after another 5 months of not so often use, the same problem returned (key pad stopped working and without it this player is useless). I sent it to Creative and they returned it saying that as it has few scratches on the edges, they believe it has been hit. I never dropped the player and these are normal scratches at the end if you do not use any skin (which I could never find for this player). Btw from my other friend's experiences, Creative always does like this, never considered warranty (so beware!). Anyways now the problem is that I have IR remote for Zen vision but it can not work till IR Remote setting in System->Player Settings is switched ON. And this can not be done as the navigation keys are not working. So please please suggest me some other way if anybody of you know to enable this setting through software. Otherwise this costly player is just a 30GB harddisk for me

Just wanted to mention - I bought the IR Remote thinking to make the player useful without navigation keys. Now I feel like I wasted more money instead of shifting to some other player by some other company with better customer service.

Creative Labs Customer Supp

Or moreover, the lack thereof.
First you come out with the Zen Vision player with documentation so sparse that sellers like Amazon.com are asking for additional user manuals to post [at least they were when I bought mine].
Then for customer support you DON"T have an 800 number. Not good, especially considering how long AND how unresolved my contacts are with you.
After my last lengthy call and suggestions that didn't work here I am still needing to call again to get something to work that hasn't in spite of many phone calls and plenty of expensi've long distance airtime [because you are so cheap as to not have an 800 number - not to mention it would be nice if I was given a real "FIX" - or better yet just never had the problem.
Ironically on the day of my last call to you I needed to call Canon for support. THEY HAVE AN 800 NUMBER, AND HAD NO WAIT. HECK, BEST OF ALL THEY ARE SHIPPING ME A NEW UNIT TO SWAP OUT, EXPRESS PAID POSTAGE AT THEIR EXPENSE.
Oh, and by the way, when I was calling you abvout my last (unresolved) problem I was having to ask what the screw that had fallen out was for. Better yet, on a player treted as gently as they come what the heck is a screw doing falling out??
Count me as not ever buying another Creative Labs product. Too bad, I had liked my last one. But then again it worked!

Cat... I believe my point is relevant.
Which is instead of being distracted by a 'hail mary' frivolous law suit,
Creative should focus their energy on creating a better product with better
customer support.
Improving customer support falls under the topic of Creative Labs Customer Support
don't you think?

CReative Zen Vision M: AV cable alternative

Hi guys,?I'm new to this forum so may I start with a big hello and an understandingly proud pat on the back to any of you lucky people like myself who are the recent acquirers of the faulicious Zen Vision M! As tech toys go, it's the b****cks!!?But... That ****ed ugly, hateful, and dare i say, expensi've white AV cable has left me greatly upset. Not only did Creative extort ?360 of my very precious euros for a shot at audio- visual heaven in the palm of my hand, but now they want to stick me for an extra score so I can enjoy the experience on a full- size television! Standard store bought AV cables are not compatible with the Zen Vision M, and to me this is insulting! For shame, Creative! I believed you stood for the more deviant side of the digital music industry, but alas you're another Apple in sheeps clothing!! (I'm gonna start a poll - how many minutes until this thread is removed?..)?Soooo... coming back to my original reason for posting this - is there some way of splicing and rearranging the pins on a standard AV cable to make it compatible with my new toy or will I be forced to shell out for the ungloriously white original?These little beauties are selling like hot cakes at a hot cake festival. I refuse to believe that?no-one hasn't at least contemplated this issue and any information leading to a successful result is not only welcome but greatly appreciated. Kudos to Creative for coming out with the coolest little 'look what I've got! Na na na na naa!' doohickey since God knows when but I'm beyond disgusted with this arm foced behing my back style approach to accessories!?A 95% satisfied customer,Adrian.

Thanks you guys. It would seem I have very littl eoption but to get out my credit card and buy the ugly white s.o.b. Creative should give you loyalty points, man!! I mean, we're being forced to buy the bloody gear against our will, so why not show some sympathy? Fat chance, methinks!
With regard to the length of thew cables reaching the tv, you can buy AV extension kits in any good TV/electrical store if you're feeling too mean to splurge on the RC kit. Also only?available in nappy white!! What gives?
Thanks again?for the feedback you guys.
One last question - the new updated drivers?- what do they do?
A.

Zen Vision M Screen Problem

As of a few days ago, my Zen Vision M has had these horiztonal white lines on the screen, and they run through everything (movies, music, wallpaper, etc.). They obviously aren't part of my wallpaper, and changing the wallpaper or reformatting the ZVM doesn't work. Does anyone have any advice on how to fix this, and assuming I would have to send it in, would my extended warranty cover the problem?

Try updating the firmware, but if that doesn't help I'd recommend getting in touch with Customer Support.
Cat

Zen Vision 30GB Firmware Problem - No solution wo

I have a Zen Vision 30GB (not a Zen Vision M or W, just a Zen Vision). On Friday I was trying to add songs to my Zen and halfway through adding the songs I got an error on the computer saying "player not connected". So I undocked the player, turned it off and reset my computer. Saturday morning I turned on my Zen to try to add songs again and I got the error message on my Zen?"Firmware Problem" and it put me in "Recovery Mode". The first thing I did was try to reload the firmware, but when I plugged the Zen to the computer it says "docked", but I cannot move through the menu. When I unhook it from the computer I can move through the menu. BTW I am running Windows Vista 32-bit. I have uninstalled the Zen software and installed the software off the Creative website for Vista, but when I try to run the firmware it says "Player not connected, please connect player."? When I plug the player in via USB my computer recognizes it and prompts me if I want to sync my player, so there isn't anything wrong with my USB connection. The?Device Manager recognizes it however Windows Media Player does not. I get the same error message when I try to do the Recovery Tool on the Creative website. I have looked for solutions on the forums and just doing Google searches, but I have not been able to get anything to work. Please help me!? The player is less than a year old. I have never had any problems with it before, never been dropped or anything like that, so i am not sure what is going on. Any help or suggestions would be great!? I sent an email to customer support yesterday and the reply I received this morning was no help. First they thought I had the Zen Vision M, even though I specifically said I had the Zen Vision and gave them the serial number and everything. I sent them back a message today and hopefully they can help, but it is frustrating having to send an email and wait around for a reply.

Re: Zen Vision 30GB Firmware Problem - No solution works\ I recently had this problem with a player i got off Ebay. What I did was format>cleanup>reboot the device thru the recovery screen on the the player. Problem solved . Be advised this will erase all the files (music ect.) http://forums.creative.com/creativel...ap&thread.id=3
Dragonboy wrote:
I seem to have a very similar problem as you. I have a zen vision m (30g) and i also use vista. I am getting the message "firmware problem" after is tries to "rebuild". I need some major help. I ended up giving up a while ago and bought a microsoft zune. It is not as good and i miss my zen. If anyone can give me some info it would be much appreciated.

Zen Vision M Managing Active Selected Mu

I really like the Zen vision...with on exception: the inability to manage acti've Playlists and expand contract...selected music.
This is my fourth Creative MP3 player and the Zen Jukebox had a MUCH better music management system. You could expand/contract acti've playlists....move between playlists add edit selected music MUCH easier.
This has got to be an EASY fix for Creative to do...as they have the code from previous releases!
Creative please help! This is a great product and the fix has got to be an easy one for you all to put out.
Thanks from a loyal customer.
Kevin

It could still be related to a file (or several). If a file is "damaged", sometimes it can still play on a PC, but a portable player may be more sensiti've to this and won't play it. Do you have to skip any songs to play it's Can you try ripping a new album from a CD, and trying to play that (random, in a loop)?
It may help to reload or update the firmware, in case there is a small glitch. Also run the Clean Up in Recovery Mode.
Cat

Zen Vision M: 30GB//Player gets stuck @ "ZEN vision M" lo

Alright, this player loads, but it freezes at the "ZEN Vision M" logo (as I said in the subject). I tried formatting it, and all those other options on the boot menu, except for updating the firmware (I can't, since I do not own Windows Media Center anymore). The warranty is past it's date, and I am not sure what else to do. Any suggestions, because I do not feel like going out and buying a new one. I'd like to send it somewhere to get it fixed but I'm pretty sure that I wouldn't be able to do that.

branbran,
Based on your description, it would be advisable to get in touch with support. Check the "Support" folder on your installation CD for Customer Support contact details.

Zen Vision M 30gb Connection Prob

Hello,?After using my Zen for months without any problems, yesterday, I couldn't make my player recognized by either Windows Media Player or Zen Vision:M Media Explorer. I made a big search on the internet, found too many posts, followed the instructions and nothing happened. - My operating system is SP2 installed Windows XP.- My Zen is fully charged.- I tried all 6 USB inputs.- I also tried three different USB cables.- In Device Manager, I can see my Zen with the name "Creative Zen Vision:M" under the Portable Devices category. No problems, no question marks, no conflicts...- I made the "Permissions for Everyone" change from Registry. People recommended me to install the latest firmware but it also says "your device is not connected". Then in another forum, I noticed that some people are experiencing problems with Media Player . I tried to uninstall it but couldn't do that, too! I tried to rollback the drivers, nothing happened. I tried to delete the files and registry keys, nothing happened. I tried to install Media Player 0 on , of course nothing happened. I want my Zen back! Your suggestions will be very much appreciated. )?Thanks,Ozan.

branbran,
Based on your description, it would be advisable to get in touch with support. Check the "Support" folder on your installation CD for Customer Support contact details.

Zen Vision M 30Gb Battery Prob

My zen vision m 30gb player can not hold battery charge. The battery when charged fully will drain out without usage. When charged fully and in use, the charge will last for only 2 to 5 minutes instead of the 5 to 0 hours it use to last. Can any one help me with this problem please? The firmware I am using is v .62.02_0.0.23 and my operating system is windows XP professional with service patch 3. I have done clean-up and reboot, the only thing I have not done is reformatting the player.

branbran,
Based on your description, it would be advisable to get in touch with support. Check the "Support" folder on your installation CD for Customer Support contact details.

Zen Vision M Customer Supp

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