Your story does not make me feel any better.
OK, so here’s the story. The first day Zune v 1.0 came out, I bought a black 30 gig Zune. I loved it. Music, video, I even figured out how to get my podcasts on it, and used the FM transmitter in my truck. The device worked thru workouts, walks, even mowing the lawn.
When Zune v 2.0 was announced, I was so excited. I couldn’t wait to get my hands on a 80 gig. Smaller in size with even more capacity, great! Then the connector on my 30 broke. Oops, oh well, now I can justify buying a 80. Release day, no 80 gigs to be found.
I read thru the forums, Engadget, Gizmodo, listen to several TWITs and discover that Zune 80 is in short supply. Having podcase withd drawl, I decide that I will just get Zune 4 and wait till the 80 gigs become more plentiful. I goto the store, choose a 4 and get ready to pay. I decide that I want a Zune Home A/V pack. I go back and while looking at a different shelf, what do I see. A 80 gig! I couldn’t believe it. I get before anyone else spots it.
New device, new software, I really liked it, even ough others didn’t. After a few days with it, and seeing a post of a guy incorporating his Zune with his radio in his car, I went and bought a double din Alpine to connect my Zune to, so I could have music, video, podcasts and all.
A week later, and my truck torn apart, what happens? The Zune 80 locks up. Black screen, no response. I find some solutions on the Zune.net forums, and try them, but nothing works. I call Zune support. They tell me to try what I have already tried. I try it again, with support, nothing. He suggested I leave it plugged in over night and let it charge. I did that, and it didn’t change anything. I called support again, created a repair order (we will call this the origional repair order) and waited for my box to come. I received my box, put my Zune 80 in it, and sent it off.
It was received in Hidalgo, Texas on 12/17/2007 It has not been seen since.
I have been very calm and patient, especially for someone that had their new device for a week and a half, and since then, its been nonfunctional, in transit, or somewhere within Microsoft.
Since the first of January, I have:
- been given another repair order
- been escilated 4 times
- spoke to second level and third level (which I was told today there is not a third level)
- been hung up on 7 times (usually after the waiting when you first call support, they answer, don’t say anything, then after about 2 seconds hang up)
- been told I will be called back the same day or the next day at least 4 times (never received a call or email)
- been told twice that a “bug” has been put on it
- spent a total of over 8 hours contacting / speaking with / and holding on the phone
Right after I sent my 80 off, I even bought a Red Zune 30 to use till the 80 got back, and then give it to a friend for Christmas. (That makes three Zunes I have purchased)
After being a loyal Zune customer, telling everyone who asked about it how great it was and how much I loved it, this is how I get repaid?
I spoke with Zune support again today. After having two repair orders, I still have to trudge thru first level support, wait on hold, then speak to second level support. Listen to the same” I understand”, “I am sorry” sympathy speech, be told that they read the case, then be asked questions that tell me they have not read the case. No one will tell me who their supervisor or manager is, no one will give me information so that I can contact them when no one calls me back, so I have to wait thru level one and level two every time I call, making it over an hour each time I call.
You know what? I am frustrated! The interior of my truck has been torn up for over a month, waiting for this thing so I can finish the customization.
The situation seems to be that when I placed the origional order, someone put in that it was a 30 gig device instead of a 80 gig divice. So the repair order was canceled by Microsoft / Zune. I was not notified. I was not told till I contacted Zune on January 1. Today, January 16th, we are no further along than we were then, and apparently, no further than we have been since the middle of December.
One January 1, I was given 1000 Zune points ($10 or $20 worth) A lot of good that does me. I bought three Zunes, and nothing to play it one. (Red one went on Christmas) All my friends were excited to see my stereo with the Zune. Several have gone on to buy iPods, cause they didn’t want to have to go thru this with Zune.
I do not know what else to do put to start e-mailing this out, and posting it on forums. I really didn’t want to have to do this, but I don’t know what else to do.
Anyone have any suggestions? Help? Support? All will be appreciated.
Kirk
