Instruct: Classify the given review as either positive or negative.
Query: Great player, but customer service is horrible!

I own two MP3 players from Sonicblue/Rio and generally have been very pleased with the quality of the product. Recently I changed computers and lost the software/device drivers for my MP3 players. I've tried customer service twice; both times I was on hold for more than half an hour and - when I finally reached them - the people were not helpful. I believe the company has outsourced all of its customer service functions offshore and drastically cut the number of people in this dept... so if you have any issues, you are out of luck!