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UPDATE - Spoke with MS Tech Support

Started by Giddygoon at 12/31/2008 16:31:36. Topic has 17 replies.
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Join Date: 12/31/2008 15:20:36

Posts: 11
12/31/2008 16:55:51
re: UPDATE - Spoke with MS Tech Support
the zune hotline doesnt even connect me to a agent, the computer tries to connect me to a agent and i get the operator saying my call cant be completed OR i get the computer telling me call vaolumes are extreme... Goodybye
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Join Date: 12/31/2008 14:04:57

Posts: 14
12/31/2008 16:54:07
re: UPDATE - Spoke with MS Tech Support
That's a possibility most of the time, but this guy was definitely from the U.S.
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Join Date: 9/14/2008 17:54:44

Posts: 43
12/31/2008 16:50:30
re: UPDATE - Spoke with MS Tech Support
 Furious Mittens wrote:
dieselrise The tech guy I spoke with was in the U.S., the operator, however, was not. How I got to the guy was random, the operator said that she had a technical representative on the line that wanted to speak to me further about the problem. I believe he was in the support and development team.


Sometimes the foreign service agents speak very good English, so it's hard to tell where they actually reside. It is possible to get support from someone in the US, but that's usually only once the issue has been escalated.
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Join Date: 11/13/2007 14:15:30

Posts: 3
12/31/2008 16:45:41
re: UPDATE - Spoke with MS Tech Support
 ClassicalMan wrote:
That number is not working apparently -- at least from the Washington D.C. metro area.  I get a recorded message telling me to call another 800 number for "exciting people wanting to talk to you live right now."  Not sure what can be done at this point.
The correct area code is 877... the original poster made a typo. 877-GET-ZUNE is the correct number to dial.
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Join Date: 12/31/2008 14:04:57

Posts: 14
12/31/2008 16:43:28
re: UPDATE - Spoke with MS Tech Support
dieselrise The tech guy I spoke with was in the U.S., the operator, however, was not. How I got to the guy was random, the operator said that she had a technical representative on the line that wanted to speak to me further about the problem. I believe he was in the support and development team.
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Join Date: 11/22/2007 05:51:51

Posts: 1
12/31/2008 16:43:18
re: UPDATE - Spoke with MS Tech Support
honestly I want my money back
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Join Date: 12/31/2008 16:21:14

Posts: 1
12/31/2008 16:39:54
re: UPDATE - Spoke with MS Tech Support
That number is not working apparently -- at least from the Washington D.C. metro area.  I get a recorded message telling me to call another 800 number for "exciting people wanting to talk to you live right now."  Not sure what can be done at this point.
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Join Date: 9/14/2008 17:54:44

Posts: 43
12/31/2008 16:38:16
re: UPDATE - Spoke with MS Tech Support

Microsoft's outsourced, overseas technical support is pretty bad, so I would take everything they say with a grain of salt. A firmware fix may in fact fix the problem, however you cannot update it if the device is frozen. If the device needs to come in for service, it could be a hardware problem. The only thing we can do is keep checking in and waiting for a solution.
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Join Date: 1/13/2008 06:20:09

Posts: 14
12/31/2008 16:34:46
re: UPDATE - Spoke with MS Tech Support
This is ridiculous. They need to either issue us new 30GB Zunes with a working Firmware or somehow make an app that bypasses the loading screen.
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Join Date: 12/31/2008 14:04:57

Posts: 14
12/31/2008 16:32:38
re: UPDATE - Spoke with MS Tech Support
My bad - it should be 877-GET-ZUNE. In my haste I put the number as 800. I'll take the blame for that one, unless of course you want to meet hot local singles, in that case I'm glad to help.
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Join Date: 11/16/2007 01:18:32

Posts: 243
12/31/2008 16:32:29
re: UPDATE - Spoke with MS Tech Support

Glad to see a reasoned response in all this madness.

Importantly, this would be handled by the Zune team, not MS corporate. Also, I think the description of the problem is correct, a software fix will likely not work.

Could this be a hardware issue? the original 30s did not have clocks and later Firmware updates enabled the clocks on 80s and 120s as well. maybe the issue is there. Its still before 9 PST; I hope we hear an official word soon!
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Join Date: 12/26/2007 15:52:30

Posts: 11
12/31/2008 16:31:36
re: UPDATE - Spoke with MS Tech Support

 Furious Mittens wrote:
Call 1-800-GET-ZUNE (1-800-438-9863) As for not being on hold for days - I'm not sure if there is another way. Unfortunately, everyone is calling right now as they learn about this so wait times are going to be horrific.

 

This number is going directly to a recorded advertisement for another phone # to talk to "exciting local people".  It is an 877, not 800.

 

The automated menu says to go to service.zune.net to set up a service call.

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