Just how long does it take for the repair center to return your item?

I sent my Zune to be fixed about a month ago. I have not heard anything other than it has reached the repair center. Has anybody else had to wait a while for their zune to returned to them? When do I start the harassing phone calls to find out how much longer?

 

Thanks

 

 

 Dark Reaper 001 wrote:

Has anybody else had to wait a while for their zune to returned to them?

You obviously haven't read The Twilight Zune.  You are not alone.  Good luck with your player.

 Dark Reaper 001 wrote:

When do I start the harassing phone calls to find out how much longer?

You haven't called them yet?
1-877-GET-ZUNE (877-438-9863).
http://www.zune.net/repair

I sent mine in and got it back in a little over 3 weeks. But I have to send it back in. The supervisor I spoke with said it will take less time now because they are settled at their new service center and they've worked out all the kinks with the switch over to FedEx. So it shouldn't be more than another week, if not, call and complain.

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Issues with your Zune? Write to: Microsoft Corperation One Microsoft Way Redmond, Washington 98052-6399

I called them right when they opened up and spent almost a half an hour on the phone with them just so they can tell me that my case has been escalated due to lack of information and support level one. The escalated person I talked with said that they can do is to submit a request for information and see if they update their web page. Should only take four or five more days to see if they do and then I should call them back. I asked if they have a direct line for "Escalated" cases and she told me that they do not. I was advised that I will have to go through the phone maze again just to speak to her level again. I am very disapointed with them. They have had my zune for almost a month now and all they can tell me is that they know it is at the repair center and that is it. What a crock!!

microsoft should win an award for worst cusomer service ever. i went through everything with my 360 and the red ring of death and will probly do it all again with my zune. If its not realy important that you get it back asap then i recomend you just wait it out and itll get back to you.

 

a few things about their cusomer service:

1. the people you will talk to know almost nothing. they will tell you anything wether its true or not, or they may choose to say nothing.

2. escalated cases mean nothing more than your more likely to talk to someone who speaks english as their main language. it can also mean you have a higher up to *** to but not always.

3. if you ask to be escalated they will probly play dumb and have no clue wat your talking about. they have multiple levels and can put you through to any of them at any time.

 

and many more i dont have time to list. but those are a few reasons i decided to wait 2-3 months to get my 360 back.

Update:

 

As soon as I get done typing my rant about thier customer service, the wife checks my status on the Zune page, and they have updated it to read "Sent to customer". I am not going to hold my breath till it actually arrives. Does anybody know where their repair center is located at?

Theny have my zune for repair for 3 months now.  At the time of the request I was promised a 15 day turn around.  I call them every 3 days and I speak to the manager after teir 2 support. They still don't know when I will get my zune back.  If you have similar complaints email DEADZUNE@HOTMAIL.COM  He is putting together a case.  There is power in numbers.  Its really is not acceptable for them to keep the device so long when promised otherwise.

good luck they sent me back a different color brown..  and wont exchange it!!!!!!!!!!!

good luck they sent me back a different color. brown what a horrible color  and wont exchange it!!!!!!!!!!!

Update:

 

I knew it could not last. I thought I was looking at the light at the end of the tunnel and it turned out to be a headlight of a mac truck that was coming to run me over. The tracking info that the "Repair" center updated on Zune is not only inaccurate, but fedex tells me that it is not even one of their numbers. I called the Zune number, again, and was told that they cannot locate my item in the system and they have to initiate a request for communication with the repair center (Not kidding, those were the Tech 2 exact words), to find out what happened to my zune and what is the current status of my repair. I only hope that this will be over soon.

I'd be happy if I could just get mine to the repair facility in the first place!

I waited patiently for my lovely red 80 and when I finally got it (3 weeks after ordering) it had dust under the glass.  How does that even happen?  I tried to ignore it but I couldn't so I called Zune Originals on Feb 19th.  They said a shipper box to repair it would be on the way.

More than a week goes by and no box.  So I called on Feb 27th and was told that my box was never sent out to begin with.  Hmm... The rep said that there was a delay in shipping the boxes (heh) and that a supervisor would be contacting me by the end of the week to give me an update.  Thursday goes by, no call.  Friday.  Saturday.  Sunday. 

Finally, I call on Monday (March 3rd) to find out why no one's called me.  The rep told me it was because there was nothing new to report and someone would be contacting me "shortly" about the status.  Oh, and apparently I can send my Zune on my own as long as I include the case number.  Now that doesn't sound very advisable to me...knowing my luck, it'll get lost and ZO will just say "Oh well, you're SOL."

So now it's Wednesday, March 5th and still I have no box, no phone call, no perfect Zune that I paid for.  And there are folks who got their's (working ones, mind you) a week after I did and got totally reimbursed.  Red 80's, free and clear.  And me?  I get a migraine and a dust-infested Zune at full price.  Huh.

Now, I really can't complain about the customer service reps.  Every one I've talked to has been polite and understanding, not a bit rude or condescending.  But I gotta tell ya, my patience with this whole experience is wearing thin.  Quickly.

(yeah, I'm lazy: I copied & pasted this from another topic I posted in)

Once you get your Zune back from the center, expect to go though the process numerous more times as the ones they will send you back will probably be broken.
That's how mine was.

They put a "bug" to see if they can do somethine about it... they better. But some of the rep's attitude made it sound like getting a defective Zune back from repair isn't even bad, and that it would only be a big deal if it happened 3-4 or more times.