Tuesday, January 28, 2014

Creative Customer Care Centre - As good as a Chinese imitation product

I wanted to get a good value headset for VoIP/Skype communications without breaking my wallet. So after some recommendations I purchased Creative HN-900.

I've used it mainly for VoIp/Voice calls and the product is good value for money. However less than an year of spare usage, the product started to give problems.

It's a classic issue - i.e. only one side of the headset is working and it's randomly disconnecting voice. So I reach out to Creative support. By the way did I mention that you need to work hard to find the actual creative 'contact us' or feedback form in their website?

Anyway the e-mail support is quite fast and normally I managed to get same day reply. However after 10 days of e-mail communication where they tried to "solve" the problem, they finally advised to visit the support centre and also told that I need to pay SGD 40 for 'repair' even it is under warranty period. I am fine with that as this is supposed to be 'international warranty' which creative doesnt provide. (?)

I am angry but as I've no choice, I decided to lose 40 bucks to get it repaired or replaced. After a tedious 1 hour journey to the remote place, I managed to find the physical room with the name "creative customer care centre". But I didn't realized that this is the beginning of the problem.

First of all I got a shock when the place is unmanned. Then I managed to find from a security guard that the support person went out for lunch (it's 3 PM by the way). After an hour of waiting I saw the person sitting at the desk. Then the person repeatedly said 'sorry lah' for over a dozen times and go through all the story.

Another 30 min wasted. Finally he went inside to the store to check the stock and returned with a sheepish smile. Guess what. Sorry lah, no stock of this model. Come again next week or some other time.

What the hell.. There is no assurance at all that and worse, the person is not even trying to make an effort to find the stock arrival date and asking me to visit or send the item to me via post.

What a shame Creative. For a company who claims to be Worldwide leader in entertainment products. Atleast there should be some effort to improve the support.

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