award winning technical support my ass

[jabumbo]

i sent a request for tech support on my creative zen micro, which has a broken headphone jack, and here is what i got back:

I apologize for the inconvenience, but according to the information
provided, you are beyond your complimentary e-mail support period.
Unfortunately since you are outside your product's warranty we cannot
provide you with any type of email support.


so basically, since my warranty is up, the only support they will give me is if i purchase a 30 minute phone help session for $13 on top of whatever the repairs might cost.

what the fuck is that about? why do i have to pay to talk to tech suppert when i know its broken and i can't fix it myself? why would anyone be stupid enough to actually pay for it? its not like talking on the phone with some guy will fix it for me.

i even asked if it were possible for me to send it in and pay the difference to get a new upgraded model. but it appears that their award winning tech support just fabricates stock emial responses and makes you pay for anything useful unless it happens within 60 days of purchase

[abcdefz]

Phone support is for answers like "Have you tried plugging it in?"

[jabumbo]

here is the email i replied with (i hope it actually gets to them with all the redirects they probably have):

There is no need for me to purchase a tutor session because my product is broken, and there is nothing someone on the phone can do to fix it. All I want to know is how I can get it fixed.

If your tech support was really award winning as you say, you would be able and willing to help me with my problem without charging me an insane amount of money for something that renders itself useless to me.

[bigblu89]

And people shit all over ipod's customer support.

[cookiepuss]

I am convinced that they design things to break the moment the warrenty is up. there's like some sort of internal clock in most products that causes malfuntions the day the warrenty is up. it's a conspiriacy!

[TurdBerglar]

creative labs' support is terrible. maybe the worst of all the major companies out there.

[jabumbo]

i wonder if i can find a place that would buy if from me so that i could put the money towards a new one?

[abcdefz]

Maybe the award was "Least Responsive Technical Support" or something.

[Bob]

i don't know, they were ok to me. when mine broke i sent it in and they replaced it for free, even though they technically shouldn't have, since it was my fault that it broke (i dropped it, whoops), and the warranty doesn't cover that.

[abcdefz]

i don't know, they were ok to me. when mine broke i sent it in and they replaced it for free, even though they technically shouldn't have, since it was my fault that it broke (i dropped it, whoops), and the warranty doesn't cover that.



I find that's where total indifference to the customer sometimes pays off.

I really think customer service these days is largely about what is easiest for the person working customer service. If it's easiest to tell you "No, we don't have it," that's what you get (that seems to be the default answer of most Asian customer service reps in retail, and it's usually because they didn't understand what you asked); if it's easier to swap out a new item than listen to your sob story or something, then they'll do that.

[jabumbo]

i don't know, they were ok to me. when mine broke i sent it in and they replaced it for free, even though they technically shouldn't have, since it was my fault that it broke (i dropped it, whoops), and the warranty doesn't cover that.


well i'm not under warrenty anymore, so thats why they won't help me