Cowon's New Customer Support Service

[dadship12]

http://www.cowonamerica.com/news/details_137.html

Looks good so far, hopefully this will fix up a lot of patches they had in their old system. Anyone get a chance to try it out yet?

[sven westphal]

it seemes, this is just the old FAQ in new skin... :cool:

[MardiGras Dave]

Maybe all that antogonizing worked! Hmmmm?:confused:
We'll see! I hope they got it right this time!

But....I still won't be satisfied until they release a firmware upgrade for the 'U3' with Janus Support like they were suppose to deliver in Mid-December!:mad:

[dadship12]

I just used the service this afternoon and I must say it is a great add-on. The tech support guy (or gal) answered me promptly and was able to address and propose a solution to my problem with little delay.

The Transcript:
Tech Support (iAudio/PMP): Welcome to Cowon America's online technical support. Is your issue Software or Hardware related?
Me: hardware
Tech Support (iAudio/PMP): Which unit do you have?
Me: X5
Me: 20 gb, non-L
Tech Support (iAudio/PMP): What's the problem?
Me: Charging via AC adapter does not always work. It wlll start charging for about 10 seconds, then it reports that it has completed. How ever when I check the battery level it is the same as before.
Me: Now that I think about it this might be software
Tech Support (iAudio/PMP): I've seen this happen before
Tech Support (iAudio/PMP): Something in the unit's programing may be corrupt
Tech Support (iAudio/PMP): Looks like we're both on the same page
Tech Support (iAudio/PMP): Try these steps
Me: alright
Tech Support (iAudio/PMP): 1. Reset Unit 2. Format drive 3. Upload firmware 4. Fully charge unit 5. Try unit to confirm id issue resolved
Tech Support (iAudio/PMP): I believe this will fix it. If it doesn't please let us know
Me: will do, I like this support service
Tech Support (iAudio/PMP): Thanks. THis is good to know

[Robertshaw]

I'm really impressed with the new service. Since they weren't online, I used the message/email support on Feb. 10, and there it sits, unanswered, on Feb.19.

Note to Cowon: SAYING you are implementing a great new support system is not the answer. You have to actually do it, try replying to inquiries for a start. You think that just claiming to support your customers is going to improve your reputation for customer support, which is below zero now?:mad:

[dadship12]

Now Robert, those comments are awfully harsh considering you haven't experienced the new support system yet. The online service is available during normal business house (Pacific Time) so I would recommend re-visting the site and giving it a go.

[Robertshaw]

Dadship, I followed the link to the "new" support system. It gave two options, one online support (not available) and a support ticket via email. Obviously, that was the only choice at the time. That was February 10th.

Well, it's March 6th now, just short of a month after I submitted the ticket. other than the acknowledgment of receipt, I have heard nothing, not a single word from them. Since my returning the item hinged on the answer to my question, the time limit for returns has past, so is Cowon going to buy my player back?

I'm sure they'd be happy to, just submit a ticket, and in a few years they'll delete it and I can submit a new one. To which maybe they'll finally reply, "are you kidding, this thing is several years old..."

Last weekend my scanner developed a problem...six months out of warranty. I submitted an inquiry through Epson's support system. I already (Monday) got my answer and it's fixed...any mystery why I will go to Epson the next time I need something? (pity they don't make MP3 players)

[mister e]

I don't see any tickets ever being submitted with the name Robert Shaw. Do you have the ticket number so we can investigate?

[sven westphal]

i have get contact to the support too, and they give me some Cowon email adresses for fix my problem. And the result is: No answer !
my last ticket is unanswered too... ( i send the Feature list for JA7 from this forum)

I think, it depends on the Problem, cowon answers or not ;-)

[mister e]

Sven has sent requests to JetAudio, this is seperate from the requests most customers have for the hardware of their products. He has already been told by the technical support department in reply to his ticket that there are plans for skin submissions to be done and they won't have an available e-mail address until the end of the month.

[sven westphal]

what you write, mr e is not true !
Here is the first answer of the support team:

Hi Sven
I am not JetAudio support. I'm the one you were chatting with today. Letting you know I got some information about your skins questions.
Cowon is planning to setup a site where you can upload skins and get some support. I was told this may be ready next month. In the meantime you can e-mail skin@jetaudio.com with upload requests and questions about skins.Thank You,
Cowon America Inc

and here is what happened then:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. The following addresses failed:

<skin@jetaudio.com>

SMTP error from remote server after RCPT command:
host mail.jetaudio.com[70.133.210.100]:
550 unknown user <skin@jetaudio.com>

then i wrote the email prblem and get the following message:

Please send your skins to the folling address:

support@cowonamerica.com



Ticket Details
*******************
Ticket ID: QPX-375261

and it happened, what i´m wrote here... nothing ! No Answer, no reply.

Then i send the Jetaudio 7 Featurelist what we have collect here in the forum to the support:

sven westphal,
Your ticket has been received, one of the staff members will review it and reply accordingly. Listed below are details of this ticket, Please make sure the Ticket ID remains in the subject at all times.

Ticket ID: GXW-523553

that was my last contact...

Sorry mr E... but to contact cowon via e-mail is not possible...
So, we heve the same problem, we have discuss some weks ago and what i have since 6 Month !

Another question is:
Why you make so an great difference between your HArdware and your software support ?
Why the Hardware users get Suppot , but not the software users ???
For me its no different for what kind of product i have paid for... !!!

[sven westphal]

over one week ago i send the skin to the last mail adress... and i´ve got no reply ! No reaction ! No Feedback !

Yes ! An really cool new support system Mr. E !

[CvP]

C'mon, Sven...
dont waste your time. I used to post these "request" , "To Do" & "Problem" msges. But its very rare that Cowon takes any steps for them (esp for the Bugs; i know bugs that r STILL present from version 5...).
They dont even Acknowledge the problems (with a FEW exception).
So, go do your job. Dont bother about COWON.
I dont care about these now, though i used to someday... (that's SOMEDAY)

Its a Tragedy that COWON and Customer......both starts with the same letter, C.....

[iaudio_god]

over one week ago i send the skin to the last mail adress... and i´ve got no reply ! No reaction ! No Feedback !

Yes ! An really cool new support system Mr. E !

Dear Sven,

We have recieved your email, sorry if our developers did not reply but they are farely busy at the moment working on our system for customer to upload skins etc. As soon as it is complete your skin will be available for users to download.

Regards,
iaudio_god.

[sven westphal]

Yeah, but a little feedback would be nice... ^^
You know, i try to get contact with cowon since over 6 Month !
And where ever i send an mail, i got no reply :-(

Hope, you understand my anger ... ;-)