Hold your breath someone is about to tell the greatest lie EVER!
My first zune, a black zune original 120 arrived around the 2nd week of February this year. It worked wonderfully for a month at which point the hard drive just collapsed under my huge 3 gigs of info. It took a little over a month to send it in, get it replaced, and get it back. I had zune # 2 for about a week before, well, I'm not sure what happened. It wasn't good, but it was sudden and unprompted. I tried for two months to get a request for service online, because I didn't want to waste phone time with some random service agent. I pay by the minute and that time goes to friends/loved ones. But the requests kept coming back with errors.
Finally I caved and borrowed my mother's phone to call. I spent fifteen minutes trying to explain to the agent that I already submitted repair requests/checked the forums/did the button combos. Then she tried to explain some weird prompt to me which I could not understand through her very thick, very Indian accent. I kept asking her (politely) to repeat herself please, and she made some snarky comment. My mom yanks the phone away and yells at her (since when is my mom a protective mama bear type?) then demands to speak to the supervisor. We're directed to a second, kindlier lady who after speaking to us for a minute or two emails me a link to print off my shipping label. Why didn't they do that in the first place? So great, now it's in the mail (on June 26th).
It arrives in Texas 5 days later and, according to the online statues was being serviced for an entire month. Then the status somehow changes back to print label selected, like somhow I hadn't shipped my zune yet. I let it stay like that for 1 or1 1/2 weeks just in case it was a bug in the system or they resent the request when they shipped it back. But nothing happened, so I call customer servive. I spent an hour on the phone trying to explain to C.S. that it was not a U.P.S. problem, it was not my problem, it was their problem. Then, again within a matter of minutes, I'm redirected to some nice man in Texas who tells me that they had lost my zune but had now found it. It was fixed and would be shipped the next day to arrive in about a week. Sounds great, huh? But it was a lie.
In lieu of getting my zune in the week, I got a phone call from the zune originals team. I contacted them via email and they gave me some regrettable news. My zune had not actually been fixed. The zune I had ordered in black now came only in my "choice" of blue or red ( both of which I loathe, honestly my two least favorite colors). I sent them an email with my story and they apologized and sent me a zune adapter. Gee, thanks. But an accessory that was on sale for $15 will not do much to cushion the blow of the loss of a piece of technology that cost me $280. Do they know how hard it is for a teen with no job to get hold of money?
So, my new blue zune arrives on August 22nd, almost two months after I sent it in. I let it charge, sync it and listen to maybe 20 songs. The next morning turn it on, check the battery(it says 100%) and listen to a song. Half way through it, the device shuts off. I get the dead battery sign with no backlight. Never got the one with the light you usually get. So I plug it in. After 3 hours I check-nothing. I try 5 different usb 2.0 ports, the zune F.M. car transmitter, the zune AC adapter and two different syncing cables. Then the screen goes completely black, I try everything above again, and still get nothing. So I check online and get told it is dead and to send it in! After one day! Epic, epic, epic fail!
So I sent it in and now it is supposedly being serviced. I'm sure zune # 4 will soon be on the way. The only way zune can beat themselves is if they send me a zune that is ALREADY dead. We'll have to see how they mess up this time. Honestly, my $10 mp3 player lasted longer than all my zunes combined 20 times over! That is pathetic. But I don't have the money to buy another player, so I'm stuck in the evil Microsoft machine. If you have the money, I suggest that you get yourself out now friend! ASAP, it will eat you alive!
* As an update, my zune was sent back to me UNREPAIRED (after they lost it in their plant for a week). Now I have to send it back in, but am having problems with submitting repair requests again. Let's hope they fix it this time!
* Another update: contacted support and they snail mailed me a new label. Shipped it about 9/22. They are experiencing a backup of service requests so I'll expect my zune sometime in the next two weeks. RIGHT! If they don't at least send it sometime in that time I'll not be fum to deal with. I'm at 4 1/2 months with 20 hours of zune time.
st0icr4ven wrote:I purchased my Zune in Nov of 2006 I did not register the device until April of 07. I had to send it in for repairs Dec of 07. Called Tech Support explained the problem. The coffin was sent to me (free of charge), I sent the device to the Service Center and they in turn sent me a brand new device. The Warranty for my Zune 30 that I purchased in Nov of 06 does not expire until April of '08 (12 months AFTER the date of registration. The number for Zune Support is 1877-GET-ZUNE. You're angry but you're angry at the wrong company. Sounds like BestBuy screwed you over not MS. I've had to send both of my zunes in and had them both replaced and I had no problems getting this done. Usually people run into problems with Tech Support when they try to act as if they know more then tech support and try to belittle them. ~shrugs~ Dunno what you're problem is but the problem was definately NOT on the part of MS.
wow...I don't even know where to start with you. I guess the fact that you've had 2 units replaced, isn't a big enough heads up for you. The fact that BestBuy complicated the man's life with some stupid error hardly detracts from the fact that they (bestbuy) are selling a crappy line of MS products called ZUNE ..
The point of the saga you moron is that ZUNE is junk...the MS support is ANYTHING but helpful, that everything that can go wrong DOES.
The guy who wrote this detailed experience is basically demonstrating for us all WHAT COULD and may happen to US!!
I'm convinced that the latest software update is a complete failure. It has killed more units than made any of them "a better listening experience.." I can't even use my player...to think that I may have to encounter the same or even similar experiences to replace a product that is just a few months old just makes me sick. But try doing it from overseas like I will have to do...
You can't legally record telephone conversations unless you notify them that the call is being recorded. So, if you take that route, make sure to inform them at the beginnnig of each and every call.
Of course, they outsource to a different country, so the laws might be different.
Theoretically, couldn't you threaten legal action if you had recorded all of the support conversations over the phone?
But wait...they have lots of money...
After reading you post it I checked to see if my 30GB Zune that I purchased from CompUSA 12/17/2007 was registered. Well guess what?
It showed "Out of Warranty" 12/10/2007 Needless to say I was livid! I called the support hotline and got a young guy by the name of Brendan who informed me that he also showed my device to be out of warranty. I told him this could not be as it was just purchased 12/17/07 and therefore could not be out of warranty 2 days before it was purchased. He then proceeded to tell me that the warranty period starts from the date of manufacture!!!!! Can you believe this nonsense! He then went on to say that if I had a problem that needed to be repaired it would be free of charge and to just send the receipt in the box. I asked him if this is an ongoing problem and he said yes and quickly reiterated that all I have to do is send the reciept in the box for free repair. NO WAY I thought to myself...after reading what you have went through. I am begining to wonder just how widespread this "out of warranty/registration isssue" really is. I does not seem legal that a warranty period can start from date of manufacture. Everybody hope and pray you Zune stays in good working order, or should I say Zune should hope and pray because if this keeps up they could be dealing with a class action lawsuit.
DarkX1337 wrote:My Zune's screen just cracked this morning ... and I came on to see if I could find out how much it would cost to repair it. Does anybody know how much it would cost and if it is possible to avoid a phone call to zune.