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Creative Labs

Customer Service Ratings and Comments

Creative Labs is ranked #153 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.86 out of a possible 200. This score rates Creative Labs customer service and customer support as Terrible.

NEGATIVE Comments

18 Negative Comments out of 19 Total Comments is 94.74%.

POSITIVE Comments

1 Positive Comment out of 19 Total Comments is 5.26%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
  • Submit your comment >>
  • im getting very frusterated.i just have a broken power switch on my zen mozaic and i cant find 1 logical answer for my problem i can ever get help without having to pay for it!!! its a saturday and i cant get help till monday. some costumer service.

    Anonymous 2/6/10 9:21PM

  • I posted an earlier comment, but wanted to add this: To file a complaint against Creative Labs with Better Business Bureau go to www.bbbsilicon.org and search Creative Labs, Inc. with zip code 95035. You have a limited time to fill out a long form, so get your facts lined up and know what you mean to say before you start the process. If you want to sue them, the registered agent for service of process is Russell Nicholas Swerdon at Creative Labs U.S. Headquarters, 1901 McCarthy Blvd. Milpitas, CA 95035.

    Anonymous 10/7/09 2:58PM

  • Terrible product; shady, dishonest company. I purchased a midi-keyboard which failed within 30 days. Contacted the company and got authorization to return it for replacement or repair. AFTER they got it back, they claimed they couldn't repair or replace it, but did agree to refund the money. They just never did! So they have my keyboard and money. Unless, of course, they just sold the defective keyboard to some other sucker.

    Anonymous 10/7/09 1:26PM

  • This is the worst company I have ever had to use in my entire 50+ years on this planet.

    You cannot reach a U.S. service tech unless you have paid upfront for a service contract.

    The online support is overseas and the "techs" English is literally non-existent. They cannot read English nor understand it and their only response to any query is to shoot out a series of links to the Creative manual.

    I literally sent an email with my problem 26 times with no variatiion in content and received 26 completely different and completely useless replies in atrocious mangled English.

    I sent one Zen to the repair facility with a $25.00 service fee and they - literally - sent it back in my original package unopened. They said it was simply too old to look at and refused to return my $25.00.

    Once i find a replacement MP3 that is compatible with Napster, I am going to stomp this Zen into pieces with a hammer.

    I cannot say enough about how dreadful this product and this company is.

    PaxV 10/1/09 9:13AM

  • your phone numbers do not work. Very fuzzy and can not be connected.
    It is impossible to get results.
    I have a keyboard that will not install or work properly. I have tried everything. Please advise, I have uninstalled and reinstalled the disc, I am now using my son's old keyboard as I can not get the other one going. How can you locate someone to talk to, if you can't type anything?

    Anonymous 9/3/09 1:48PM

  • The product was good, tech support was the worst.

    I purchased and registered the 60 gig player/radio but actually didn't use it for some time.

    When I did call for the first time to try and get support for software, etc., I was told that I was too general and had to be more specific.

    The actual tone of the support person was as if he didn't really want to bother explaining the product. After a short while he did open up a little bit and actually suggested a couple of things, but I was not impressed with this service and wouldn't but a creative product again.

    tomsacomplainer 8/20/09 9:33AM

  • While CREATIVE LABS’ customer service was still conveniently offered via telephone, I was told by a manager that my defective MP3 player would be replaced and sent back to me at no charge. As per the agreement, I then packaged the defective player and (at my own expense) sent it back. When I later called to make sure everything was proceeding as per what had been agreed, however, I was shocked to learn that the customer service phone line was no longer available, as dialling 1-800-998-1000 yielded a recording instructing the caller to handle all customer service-related issues by e-mail. At that point, I reluctantly decided to write an e-mail to CREATIVE LABS to receive an update on the defective MP3 player, only to receive the following message disturbing news two or three days later (August 7, 2009), which I at first thought to be some sort of cruel joke or snafu (only it wasn’t!) “…Dear Corey; I show that we did receive your ZEN Refurbished 4GB player back and we did a refund for $52.99 on 08-04-09. Unfortunately, at this time, we are not able to replace this order for you. However, if you still wish to receive the player you can visit our web site and re-order the player at your convenience. You would also be able to update the address information as you wish. Please retain all the previous correspondence when replying to this email. Best Regards , Carey Direct Sales Creative Labs Americas…” Given the fact that I had initially spent well over $100.00 on the item due to shipping and handling charges, and given the fact that I was told I would receive a replacement a few weeks earlier –still during the last week(s) when CREATIVE LABS’ 1-800-998-1000 customer service feature provided actual telephone assistance – the discontinued service and the troubling message seen above came as a complete shock and led me to call CREATIVE LABS’ technical support line (1-405-742-6655) about the message seen above and to determine the reason why there was apparently no longer a working customer service number. After a lengthy hold, I was in the end told that this [customer service] matter could only be solved via e-mail and that no managers could be contacted, as CREATIVE LABS’ customer service had just recently been off shored to Singapore. What CREATIVE did by duping me (saving themselves the shipping costs, plus holding me hostage by requiring me to send in a faulty player at my expense?! – seriously, COME ON!!!) was practically a scam, and if anybody has had a similar unfortunate experience with this company, feel free to send the sordid details to the following e-mail address: c.rutledge@mondotv.it , as I may ultimately pursue legal action, report them to the better business bureau and/or write an expose denouncing this company, to be submitted to any and all news publications interested in these kinds of crooked business practices.

    rutledge 8/8/09 3:42AM

  • I just hapened to read the quick start guide of my Wireless headphones SL3100 and saw the following;
    WARNING: plastics in this product can cause cancer or birth defects Please Wash Hands After Use!!!

    Should I be worried about this?

    Like many others here I tried to contact them but can not get through using the 1-800.
    I will try the other #.
    Cheers,
    Concern consumer (Canada)

    Flash 7/29/09 8:05AM

  • FRUSTRATING TO DEAL WITH THIS COMPANY. THEIR PHONE NUMBER IS NO WHERE ON THE WEBSITE. AFTER MUCH RESEARCH I FOUND IT.
    GETTING SERVICE VIA THE WEBSITE IS A TIME CONSUMING PROCESS - MANY EMAILS LATER SERVICE WAS SET UP. ALL IN ALL NOT A CUSTOMER FRIENDLY COMPANY. CALL 405-742-6655 FOR A LIVE PERSON - YOU MAY HAVE TO WAIT, BUT AT LEAST YOU WILL BE ABLE TO SPEAK TO SOMEONE.

    SPNDHISMONY 7/21/09 11:04AM

  • You all are absolutely right. Their customer service sucks bic time. You can barely understand what they are saying. They are not very knowledgeable and if I had known this before I shelled out $400 I would have stuck with the Gigabeat. The only thing they ever seems to say is reformat and updste your firmware when there is no update for the firmware. I will never recommend these .mp3 players to any of my friends. I can't wait until I buy another one from a more reliable company with understandable and longer customer service hours. These people do not seem to realize most of their have jobs in order to buy their products. Oh yeah their technical support outsourcing works like a charm! I guess you get what you pay (or in their case) don't want to pay for. Never again

    None 7/13/09 3:32PM

  • They have the worst support EVER! i have had it with Creative labs and there bullsh*t. I can't get anything outta them that will help me the slightest bit, and there web site is made for people that don't know anything about comptuers, not for people like me that build computers.

    S.O.B. class 1 4/21/09 4:39PM

  • well at least u people got thru alls I got from both numbers is a busy signal who ever heard of an 800 number being busy??? I wish I read this before I bought my product

    Anonymous 1/19/09 12:25PM

  • the idea of paying for tech support is pathetic. i spend 250 dollars on a product and when it has an issue i have to spend more for a resolution.i hope this company folds.

    ucandoit 12/26/08 12:19PM

  • Support is very poor. Having paid to send the item for repair, I have been waiting over a month for a working item. Multiple e-mails and phone calls (to their Indian call center) provide no help. I'm told they have no replacements in stock, and they can not estimate when a unit will be available. Based on my experience I would not recommend a purchase of any items from Emu or Creative.

    Anonymous 11/19/08 12:28PM

  • If you are looking for good customer service, DO NOT purchase a Creative product. Their products work fine until they break, at that point they will only try to sell you a new set. They will NOT repair/replace.

    Anonymous 10/9/08 10:01AM

  • Telephone support not an option after 60 days... Lame, but what did you *really* expect from this company?? Took them 3 years to release an update to their defective x-fi driver. You don't actually expect to get support for the premium you paid purchasing their product, do you? I suggest the Asus Xonar. Asus support is horrible too, but at least you can get jerked around with Asus phone support, Creative won't even do that.

    Anonymous 9/2/08 12:12PM

  • Broken Creative Zen 16gb. Poor customer support isn't close to enough. Person barely spoke English. Walked me through her script then told me to pay out of pocket to have it returned.

    Anonymous 8/22/08 4:17PM

  • Truly horrible support. You must PAY for phone support after 60 days even if the product is still under the one year warranty.

    Creative is truly a crap company.

    Checksix 7/22/08 7:52AM

  • Submit your comment >>
  • the customer service number (800-) referred me to tech support - even told me how to get through all the menus quickly in order to speak to someone. very nice.

    Tech support would not send me a replacement part for one of my speakers. She said it would cost as much to send the speakers in under warranty and have them replaced as it would to buy another set, since my speaker stick broke through no fault of theirs. Fair enough.

    I don't understand why they cannot just sell a part, or sell on tweeter stick out of a set. They probably have a good collection of these in the refurb/refund department. Seems like a waste to send all those parts to the trash bin when you could sell them to people like me.

    no1uno 10/16/08 7:47AM



  Contact Information  
Customer Service
800-998-1000
Technical Support
405-742-6622
Complete Creative Labs customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Creative Labs customer service phone numbers and contact information at ContactHelp.com
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