..follow this example?
But many, many of them do...:-)
There are many instances readily available in these forums.
However, I must point out that your apparent initial impression of Creative ("...this was replaced after a bit of to and from mailing and a periods of three weeks....") was only reversed by its action over the hard drive.
I haven't visited the Creative forums for quite some time now, but I do recall that the company allowed some remarkably strong complaints about it to stand in those particular forums.
A number of the problems were solved, in fact, by some Creative employees offering their own advice whenever they got the chance.