SoundBlaster has the Worst Customer Support Ever.

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Theorie

Limp Gawd
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Dec 4, 2005
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Yeah, so my SoundBlaster Fatal1ty X-Fi card died recently. I've been emailing their crappy overseas support for days now trying to get the card sent in for repairs. Check out how WONDERFUL their customer support is:

FIRST EMAIL TO SOUNDBLASTER
Subject: CLI - Technical Support Request - (Sound Blaster X-Fi Xtreme Gamer Fatal1ty Pro Series)
Name: removed
E-mail Address: removed
Self Description: Advanced PC User
Country: United States of America

Support Inquiry: ID(3) My Creative hardware stopped functioning
correctly
Product: Sound Blaster X-Fi Xtreme Gamer Fatal1ty Pro Series
CCPP Certificate Number:
Serial Number: removed
Purchase Date: 6/7/2006

Operating System: Windows XP
Creative Model Number: SB0460
Computer Brand/Model:
Processor/CPU: AMD Athlon 64x2 2.0ghz
Memory: 2GB
System Board/Chipset: ASUS A8N32-SLI Deluxe

Detailed Problem Description:
The card was working fine but it recently stopped working. Now, the
SoundBlaster card makes a buzzing noise when I turn on the computer - not from the speakers, but from the actual PCI card in the case. I removed it from the computer because I was worried that it might mess up my machine. I think it is dead and needs to be repaired/replaced.
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THEIR REPLY
Dear Tom,

Thank you for contacting Creative Technical Support Services.

I understand that your X-Fi Xtreme Gamer is making a buzzing noise and you removed it from your computer. May i know is the buzzing sound constant? Or it only appears when playing certain games or when listening to mp3s?

If possible try installing the X-Fi card to another computer and see if it has the same problem. I would suggest that you uninstall all the Creative Drivers and software in your computer and reinstall the card.

Try doing a cleansweep which will uninstall all the Creative drivers and software from your system and a re-installation of the soundcard again with the following guide.
http://us.creative.com/support/kb/article.asp?l=3&sid=1712
(How to un-install Sound Blaster drivers and applications?)

After you have done the clean install, shut down your computer and
relocate your sound card to another pci slot. Please remember to disable the onboard sound of your computer before installing the X-Fi.

Do email back on the status concerning the issue, so that I can assist you further. Thank you.

If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.

Best Regards,

Jeremy
Technical Support
Creative Labs Americas
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MY REPLY
Hi,

Thanks for the reply. Here is the problem and what I have tried:

I tried turned on my computer one day and it would not post. It would power up and all the fans would start spinning like normal, but it would not even show the bios loading screen. I noticed a pop and then a buzzing sound coming from inside my case and realized it was the SoundBlaster card. The sound is not coming though the speakers - the buzzing sound is coming from the actual card in my computer. The red light on the SoundBlaster card lights up, but it seems to kind of flicker (it has never done this before) so I'm guessing it's not normal. I took the card out of the computer and the machine posted/started/worked fine. I tried to put the card into a different computer and it had the same problem: it was making a buzzing noise (from the card itself...not though the speakers) and it prevented the computer from posting/starting up. It seems like something is fried on the card. I haven't done anything to the card so I'm not sure why it died. I think it needs to be repaired/replaced?

Thanks,
Tom
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THEIR REPLY
Dear Sir/Madam

Thank you for contacting us at Creative Technical Support; it is our pleasure to have this opportunity to assist you.

As regard to the issue in which you raise in your email, please allow me
to direct you to this URL for further information:-

You can simply go to our Creative Website and click on 'Support' and select "Knowledge Base" and keyed in the "SID XXX..." to the search box to get to the desired webpage.

SID 26162 Sound Card Essential Troubleshooting

Hope the above help to address your issue.

If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.

Best Regards,

Conway
Technical Support
Creative Labs Americas
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:mad: Seriously....WHAT THE !#@$ is wrong with these people? Do they even take the time to read the previous email conversation before clicking the "generate automated reply" button. haha

MY REPLY
I have already done that! The card is damaged/defective and needs to be repaired! How do I go about doing this? Please read the previous email correspondence below. I need this card to be repaired as soon as possible.

Tom
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THEIR REPLY
Dear Tom

Thank you for contacting Creative Email Technical Support; we appreciate the opportunity to assist you.

With regards to your issue, may I request you to attach the following file known as the CSI (Creative Information System)

Go to start run ctsi.exe . if it reports no such file available, please run and install http://files.creative.com/Applications/Creative_System_Information/CSI_1_01_05.exe

Once done installing, startup the program. Once the data is collected, save the file as a .TXT file, attach it to your reply and send it to me.

This is a collection of your system data which I would need to look through.

Do email us back concerning the issue so that we can assist you further.

Thank you.

If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.

Best Regards,

Alex
Technical Support
Creative Labs Americas
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So I waste my time doing this, already knowing exactly what they're going to say when I reply with the info they request...anyway, here's my reply:
<CTSI File Attached to E-Mail>

The computer WILL NOT TURN ON WHEN THE SOUNDBLASTER CARD IS PLUGGED INTO THE MOTHERBOARD. I know it is fried. If I remove the SoundBlaster card, the computer turns on and runs fine. I just want to send the card back for repairs. The card even smells like burnt electronics and it does not work. What else do I have to say? I just want to send it in so it can be repaired.

Tom
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THEIR REPLY
Dear Tom

Thank you for contacting Creative Email Technical Support; we appreciate the opportunity to assist you.

With regards to your issue, may I clarify with you, did you insert the soundcard properly into the PCI slot? Because from the CTSI files you send us, the soundcard was not detected.

May I suggest you install the soundcard on another computer system and check whether it can be detected by the computer? Attach the CTSI file again to us using another computer system so we can look through the files again.

Do email us back on the status concerning the issue so that we can assist you further. Thank you.

If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.

Best Regards,

Alex
Technical Support
Creative Labs Americas
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...at this point i really think they are &!#$ing with me. :confused:



MY REPLY
STOP WASTING MY TIME. Take a minute and read though the previous emails which are included in this message. Of course the CTSI file I sent would not show the sound card as being installed. I HAD TO REMOVE IT IN ORDER TO TURN ON THE COMPUTER! Please read though the previous emails before replying to me with pointless suggestions.

1) YES - I have inserted the sound card properly. I've been building PC's for over 10 years. I know how to instert a PCI card properly.
2) The computer simply WILL NOT BOOT if the sound card is plugged into the motherboard. When I remove the sound card from the motherboard, the computer will start and work fine. Clearly the sound card is the problem. If I plug the card into a different computer - THAT COMPUTER WILL NOT TURN ON ALSO.
3) When the sound card is plugged into the computer it makes a BUZZING SOUND from the ACTUAL CARD. The buzzing is not coming from the speakers - it is coming FROM THE PHYSICAL CARD PLUGGED INTO THE MOTHERBOARD.
4) When the card died, I heard a LOUD POP from inside the computer case. After this loud pop the sound card would no longer work. Obviously something fried on the sound card.
5) I KNOW FOR A FACT THAT THE SOUND CARD IS DEAD. JUST REPAIR IT ALREADY!

This is the WORST customer support experience I have EVER HAD. STOP WASTING MY TIME and just give me the information to return my card for repair. The card is dead. IT SMELLS LIKE BURNT ELECTRONICS. It is BROKEN. Do you understand this finally? I'm getting sick of REPEATING MYSELF IN EVERY EMAIL.

Tom
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hahahaha well...we'll see what they have to say after this one. seriously...i'm never buying another SoundBlaster card again.
 
damn dude, ask for the customer support phone number, i think that its much easier to directly cuss them out then through emails, and you can probably get it rma'd faster that way
 
The issue needs to be escalated. This can't usually be done via e-mail.

Call CL and immediately ask for a supervisor. Do not take no for an answer. Do not accept callbacks. If you can't get a higher level tech, threaten filing a complaint with the BBB, and if you don't get a high level tech, follow through with the BBB and any other consumer rights organization.

I'm sorry you're having trouble. This is just what happens when large corporations are not concerned with the welfare of their customers.

Keep us informed.
 
off topic: wow that beats my cable company...

on topic: wow dude, why did u try emailing them? calling them is better.
 
Phone support can be worse, if the guy doesn't speak english you can really have a fraustrating time with them. Reminds me of having to call all those times to reactivate windows and the guy doesn't know how to pronouce numbers in english, i called the english support number. Usually if you call and ask to speak to their manager or a level up you can get somewhere.
 
The problem is you've had 3 different people handle the case who obviously don't communicate. As others have said, just call them on the hellophone and start yelling, works all the time.
 
The problem is you've had 3 different people handle the case who obviously don't communicate. As others have said, just call them on the hellophone and start yelling, works all the time.
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actually, i find that if i start off nice and give them the benefit of the doubt while also educating them how the customer support has failed me in the past, i get much further.
 
ZOMGWTFBBQ said:
The problem is you've had 3 different people handle the case who obviously don't communicate. As others have said, just call them on the hellophone and start yelling, works all the time.
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Indeed. I'd guess that even if your emails had only gone to/from Jeremy this wouldn't be nearly as bad, but they just let them all bounce around.

Call them.
 
Nice.

Hey OP, how about running that CSI deal that Creative has that tells them all they need about your card so they can help you?

:D
 
CL's phone support is actually quite excellent, and I have dealt with them numerous times.

It's an American you speak with too...not an Indian.
 
SWEET!!!!!!!! SUCCESS!!!!!!!

my last email must have done the trick. they just replied with this:

Dear Tom

Thank you for replying Creative Email Technical Support.

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 one year warranty period, an out-of-warranty RMA will need to be issued. This type of RMA requires a non-refundable US $25.00 diagnostics and handling fee for each out-of-warranty product. 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 not outside its warranty, no diagnostic fee is required.

Please submit the following required information to us in a reply to this message so the RMA can be issued:

First/Last Name:

Address (No P.O. Boxes please):

City:

State/Province:

ZIP/Postal Code:

Contact Telephone Number(s):

Email address where you would prefer to be reached:

Product Model Number (SB, ES, or CT followed by four numbers):

Product Serial Number:

Place of purchase:

Exact/Approximate Date of Purchase:

Creative Care Protection Plan Number (if purchased):
Creative Care Protection Plan Order # (if purchased):

Brief Description of Problem:

Once this information is applied to the RMA database, we will reply to you with an RMA reference number and shipping instructions.

If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.

Best Regards,
Wendy.C
Technical Support
Creative Labs Americas
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FINALLY!

haha i love how they reply to my crazy email by saying "The problem you described indicates your unit may require repair or replacement."

REALLY??? GO FIGURE?!? :rolleyes: hahahahahha
 
Yes, it may require a repair, but they will still want you to provide a copy of that CSI. :-P

Congrats on getting it fixed, this kind of makes me want to keep using on-board sound because I've never had an issue with it failing on me.
 
on board audio sucks though. gawd it sounds horrible in games. i dont see how people can stand it.
 
phide said:
threaten filing a complaint with the BBB, and if you don't get a high level tech, follow through with the BBB and any other consumer rights organization.
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Off topic but threatening a complaint to the BBB will get you nowhere. I was an inbound CS rep for a company and i was trained to disregard threats like that. BBB reports dont mean what they used to and for the most part people just dont give a damn about them anymore. A negative report to the BBB wont even hurt a company like creative in one tiny bit. i would imagine it would take thousands upon thousands to even get creatives attention.

Not to mention if you threaten to report to BBB you are not even indirectly affecting that CSR so they especially dont give a shit. You have to threaten thier job to get results wich is hard.

On another note you would be surprised how many jerkoffs go straight to call centers for a job. In the time i worked there we had all sorts of lowlifes from guys that would hang up on everyone to guys who would sit on hold for hours so they dont get calls. One guy even got caught accepting the calls and working with the customers but never entering what they want in the computer! Its good money for people with no experience and sometimes it can be weeks before they find out your not doing your job and even then all thats done 90% of the time is some sort of discipline ie. getting bitched at by a supervisor, because so many places are afraid to fire people anymore.
 
I've had mild success when bringing in the BBB factor before, so it can't hurt. It's a card in the deck that we can use, anyway.

But for the most part, I try to move straight to a supervisor or a higher level tech. The first-response people are just fodder.
 
pfunkman said:
Off topic but threatening a complaint to the BBB will get you nowhere. I was an inbound CS rep for a company and i was trained to disregard threats like that. BBB reports dont mean what they used to and for the most part people just dont give a damn about them anymore. A negative report to the BBB wont even hurt a company like creative in one tiny bit. i would imagine it would take thousands upon thousands to even get creatives attention.

Not to mention if you threaten to report to BBB you are not even indirectly affecting that CSR so they especially dont give a shit. You have to threaten thier job to get results wich is hard.

On another note you would be surprised how many jerkoffs go straight to call centers for a job. In the time i worked there we had all sorts of lowlifes from guys that would hang up on everyone to guys who would sit on hold for hours so they dont get calls. One guy even got caught accepting the calls and working with the customers but never entering what they want in the computer! Its good money for people with no experience and sometimes it can be weeks before they find out your not doing your job and even then all thats done 90% of the time is some sort of discipline ie. getting bitched at by a supervisor, because so many places are afraid to fire people anymore.
Click to expand...

This man speaks the Truth!
 
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