I agree... My Zen Neeon broke down within 6 months of usage. I
had to travel all the way in the east to the west to Creative's
only customer service centre then.
I was told I had to wait for half an hour while they checked what
the problem was, yet there was no proper waiting area and no
cafeterias or whatsoever.
However, it's rather laudable that in the event that the customer
does not wish to wait in the centre, they will send the
repaired/replaced unit to the customer's preferred location at
their cost, instead of the customer having to make the trip back to
the Creative headquarters. But then again that's only what they
should do since customer service is so inaccessible. 
So I decided to go home... and on my way out, very fast! like ten
minutes later, they called me and said I could pick up a
replacement unit already.
I get the impression that Zen Neeon users often run into problems,
and that Creative has several replacement units they are more than
ready to give out.
