The Twilight Zune, or the ongoing Saga of Zune repair and (non) customer service

The Twilight Zune, Part V (update):  The NIGHTMARE begins to show some fading - just when my son had pretty much given up all hope.

Thursday 1/31/08.  Today is Business Day 21, calendar day 29 since the Zune was delivered to the Zune repair facility, Jabil Circuit, in McAllen, TX on 1/2/08.  This ordeal began on December 16, 2007 with the malfunction of the HOLD button, first phone call of many to UCG (Ultra Cool Guy - please read Part 2 for details on UCG) on Dec 19, 2007.  The Zune shipping box was not received until 12/28/07, the defective player was shipped to Zune on 12/31/07.  In the Zune return box, as requested by the Zune folks, I provided a "Duplicate" copy of the Best Buy receipt (the original Best Buy receipt faded to nothing, Best Buy printed the duplicate for me on 12/20/07).  That receipt clearly shows the purchase of this player as April 14, 2007.

Website status updated again (see below) and a tracking number supplied, but FedEx tracking says, "Not found.  No information for the following shipments/FedEx Kinko's orders has been received by our system yet. Please try again later or contact Customer Service."  NOOOOO!  I'm not contacting another Customer Service for anybody right now!  We're not even over THIS nightmare yet!

Obviously, they've not actually shipped it out yet.  They must hold them for a few days at the factory so they can say farewell and properly grieve their leaving or something.

The status on the zune.net/repair website has been updated to: "In Warranty" and "Device Shipped to Customer" (see below).  Also, the serial number is now different, I would guess indicating that it has been replaced with a different unit (likely a refurb).

Although the warranty status has been updated to "In Warranty", the "Warranty Expiration" still shows a date that is at least 6 weeks shy of 1 year from my original purchase date (Zune was purchased 4/14/07, warranty expiration now shows 2/29/08).  CAN THESE GUYS GET ANYTHING RIGHT???  Apparently they just had to get just one more screw-up in before shipping the player back.

More as the nightmare continues to unravel.

Ron

 

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Manage your device

Device Information:

• Device: Zune
• Serial Number: 058886xxxxxx
• Warranty Status: In Warranty
• Repair Status: Device Shipped to Customer

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Revew (sic) your repair status

Current Status of Repair Request

Device: Zune

Serial Number: 058886xxxxxx

Repair Status: Device Shipped to Customer

Carrier Name: FEDEX

Carrier Tracking Number: 769283xxxxxxxxx

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Manage your warranty status

Current Warranty Status

Device: Zune

Serial Number: 058886xxxxxx

Warranty Status: In Warranty

Warranty Type: Repair

Warranty Start:

Warranty Expiration: 2/29/2008 6:59:59 PM

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watch them give you the wrong color or model zune...just to add icing....

 cplush wrote:

watch them give you the wrong color or model zune...just to add icing....

Yeah, I hadn't even thought of that possibility.  But if they happen to send an 80, I might overlook it.

However, I'm apparently a long way from having anything in hand, and I won't believe anything they say until I do.  And of course they require 3-5 business days to get it returned once the repair is completed (you know ... that long goodbye thing at the factory).

Glad to hear they finally updated the information and may finally be making it back to you.

I know that with shipments I get via FedEx, the number is assigned to the package when they box it up. It doesn't show up in the FedEx system until it is actually picked up by FedEx and scanned by the driver or shipping warehouse. Hopefully, tomorrow (or Monday/Tuesday) there will be an update int eh FedEx system.

 ChrisHoopes wrote:

Glad to hear they finally updated the information and may finally be making it back to you.

I know that with shipments I get via FedEx, the number is assigned to the package when they box it up. It doesn't show up in the FedEx system until it is actually picked up by FedEx and scanned by the driver or shipping warehouse. Hopefully, tomorrow (or Monday/Tuesday) there will be an update int eh FedEx system.

Thanks.  Yeah, I figure it hasn't left the factory yet, which is why it's not showing up over at FedEx.  If nothing else, it'll be a good test of how long the factory actually hangs on to it before shipping it out.

Now, how to get that warranty date corrected?  Hmmm...    I guess it won't really matter cause odds are that the Zune will make it thru that 6 week period.

Well i called Zune yesterday and they keep sayin that i should get it before Feb. 2 and if not im supposed to call them!!! I keep checkin my trackin number but still nothing, either they haven't shipped it or i got the wrong trackin number!! Seems like all i get done is callin zune and checkin my fedex number!!! =) I have another really cheap mp3 player that was way outdated so i thought i'd try a Zune, hope i don't regret it!! Guess i will see if i ever do get it back.......

I called them today and they said they were backed up really bad from Christmas....if mine isn't shipped by next weekend they say call them back because something is wrong...no kidding

Glad to hear something is finally happening wahlrus!

Stolly

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Jimmy Buffett Rules!

Personally, I've just about had it with them.

Mine went dead after it was only a week old, and I called them and they had me send it to them in the box that they send you.

They told me several days ago it was finally on its way back to me. Knowing I would be away from the house today, I called yesterday to check on its location/tracking, and was told THEY JUST RECEIVED IT on the 29th at their repair facility in Texas.

Funny, because my tracking number from when I shipped it shows they got it back on the 11th.

So far I've had my Zune for one week since I got it new in December, and they've had it for nearly a month.

To top it off, they don't know where it is now, they say I should have it, but the tracking number they gave me is no good.

grrrrrrrrrrr......

No time at the moment, but an update of "The Twilight Zune" coming later today.

Ron

 

Eagerly awaiting the update

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~Hahn~
Z30

[]East Asian Language Support Please![]

At this point, I think that if my Zune ever has an issue, I will save time, money (cell minuets, my billable hours), and stress simply taking it to the shooting range and using it for target practice...