HandHeld Entertainment
Zvue ripoff ignores support emails phone tech unknowledgable don't respond to incident reports

On August 24, I purchased a Zvue MP3/MPG Player from a Wal-Mart for around $100. It came with a 128 meg SD memory stick.

I followed the instructions on the website to update the software (formatting the memory card that came with the player, and installing the software). Within two days of my doing this, I suddenly could not play any songs on my player, and when I selected them it would pull up random nonsense on the screen.

I tried redownloading the music and it didn't change anything. I reformatted the disc, reinstalled the software and tried again. This time the music lasted for less than a day before just suddenly saying "No Files". However, in checking the card through the Zvue I could see that it was 65% full.

I tried to redownload, to no avail. I reformatted, reinstalled and tried again. That worked one more time. Then I would get the error without ever being able to listen to the music. The second I would download it, the player immediately said "No Files".

I sent an email on September 5 detailing the trouble I was having and recieved no word back. I waited two weeks and then tried calling the customer support telephone number they provide on their website.

The tech that answered the phone was able to say that the card that came with the player was mostly likely bad, but otherwise was unable to help me. He explained that he was only tech support and not customer support for the product, and in order for me to have my product replaced, I would have to speak to the customer support team.

He had to put me on hold to hunt down that phone number. He came back on the line with a long distance telephone number.

He explained that he had opened a ticket for me, added my telephone number and someone should be returning my call to talk to me about replacing my memory card. He gave me the long distance number to call in case I needed it in the future.

He also suggested I might want to go ahead and purchase my own memory card, if I didn't want to wait.

I told him that I didn't want to spend more money than I already had and would just wait to hear back from customer support. He said he understood and we hung up.

I have not heard back from their customer service department and I am not interested in spending more money by calling the long distance telephone number for their "customer support".

This week I purchased a separate memory stick for the player and reinstalled the software. It worked for about three hours and is now having similar problems to the one that came with the player.

It is now too late for me to return the player to the store I purchased it from, so between the cost of the player and the memory stick I cannot use for anything else, I am out $135.

Company: HandHeld Entertainment
Country: USA
State: California
City: San Francisco
Address: 539 Bryant St., Ste. 403
Phone: 8002590953

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