Cowon Customer Support.

[DDstorm]

Does anyone have a real Customer support with REAL people answering. They give the 8884538283 number on their website, and this number is either busy all the time or it just rings. Thanks. DD

[jdtu21]

Originally Posted by DDstorm

Does anyone have a real Customer support with REAL people answering. They give the 8884538283 number on their website, and this number is either busy all the time or it just rings. Thanks. DD

Hi, I'm new to these forums...but I wanted to add to DDstorm's comment. I got my X5L 30gb about two weeks ago, and its awesome. However, I recently ordered two remotes and two new black zCovers (1 zCover and 1 remote for my friend). That was on the 12th. On the 14th I received 1 remote and the three remaining items are M.I.A. I called literally 20 times and have sent 4 emails to shopmaster@cowonamerica.com to get some kind of feedback as to where my items were. The packing slip says two items but only one arrived. WTF!! I get the same message of "receiving high volume calls" whenever I call and no response to my emails. Not an impressive thing to see as a new customer or rather consumer of Cowon products. I mean I was actually looking at getting the A2, but these guys are either ridiculously understaffed or run a sinking ship...and I would rather pay $200 more now to get the Archos AV500.

P.S. Does anybody have a decent local number besides the 1-888 crap that is on the website?

EDIT: I just want to note that after looking at the forum layout..this post probably should be under iAudio discussion or Cowon America discussion....

[Reader Keith]

I would be happy if they would reply to my email request. I posted a problem with my G3 on March 7th and have yet to receive a reply.

Also showing priority as LOW does not make a customer feel appriciated.

Last time I posted an email problem, they replied "sounds like your system is working as designed". No other explination or response to the problem I reported.

[mister e]

Typically a ticket submitted at:
http://jetdb.jetaudio.com/RMARequest/Request.aspx
Will have a reply within 1 to 2 business days. If it wasn't answered or replied to, you can always log on to the system and check it's history to see if there was a reply. If not, please resubmit the inquiry.

[sven westphal]

Hmmmm... the wrong Forum here for Customer Service...
Could anybody paste this Thread to the correct Forum ?

Thread moved- Dadship

[Thasp]

I submitted a support ticket on cowon america's site since the support phone number was, as with many korean based DAP companies, a joke. I got an RMA, and paid $20 return shipping for the second time. I was told by many I should demand some sort of compensation for all the shipping I've paid on RMAs, so I did. He asked for further information.. I sent him RMA confirmation and proofs of purchase.

A few days later, without response, the ticket was closed. I responded to it again. The chances of me getting any compensation, I thought were 1%. I was wrong. The reality of the situation is that the chance of getting a reply is 1%.

I know customer service ****s. Customers yell at you for things that aren't your fault. They can act like complete children when not completely satisfied, and when they are satisfied, it does not last long, so they come bitching to you, who in many cases can't fix the problem in the way that they want. But at least give an answer. You can delete the emails and block the customer if they continue bitching, just give an answer though.

[mister e]

There is no technical support phone number for Cowon America. If you require assistance all you need to do is go to their site and log on for Live Chat during business hours or submit an email ticket. They almost always reply back in the same business day or the next one. If for whatever reason the ticket was closed with out explanation, just add on to the existing ticket with an inquiry about it and it will automatically reopen the ticket.

Helps if I add the site link:
http://support.cowonamerica.com/supportcentral

[Thasp]

When I replied back to the ticket, the guy said I wasn't asking for something(even though I asked if there was a way I could be compensated for the $40 shipping I've spent on several RMAs already for broken X5 headphone jacks), that I was making a statement, so there was no way he could help me, as if he read someone else's ticket by accident and responded to mine.

I'm not going to pursue it since whatever I could get from cowon for going through 2 X5Ls isn't worth becoming a lowlife crybaby customer, but it disappoints me a bit.

[DrSteve]

I am currently having the same nightmares concerning customer support. Why will you not provide a local phone number, or for that matter any phone number whatsoever? Ignoring customers, espicially new ones, is just not the best thing for customer loyalty.

I am a physician, and if I treated my patients like this, I would go out of business!

My problems are considerably much more minor, but being ignored is no fun, and being disconnected from a live chat also hurts my feelings!

I live near irvine, where apparantly you have a plant or something. WHY WHY WHY?

[mister e]

Cowon Technical Support does not have a phone service for support. For assistance you would need to contact them via Live Chat or submit a problem ticket. Here is the link:

http://support.cowonamerica.com/supportcentral