Instruct: Classify Amazon reviews into positive or negative sentiment
Query: Horrible Customer Service

the iriver was accidently dropped and now it does not play...only says missing files..i tried to contact your support department and never got anyone on the phone..i sent an email to iriver and they suggested using the firmware to restore it..we have no ideal how to do this.. so i will never order again from amazon..I spent $176.77 for nothing