First encounter with them was months back when I just got my mp3 player. I cant remember the actual problem but I did contact them. The technical support personnel was very very friendly. Guided me patiently all the way and he sounded like one of my friends . Trust me, he really can make you feel so comfortable as if you were chatting with a friend.
Today, I called them again. Though not lucky enough to talk to the same person (anyway, also dont know who he was). I was again professionally guided. He helped me (step-by-step) to download their new firmware and my mp3 is working again !