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

I guess I'm in the same boat as the rest of you.  Bought it for my wife about a week before Christmas, and let her open it 2 days early.  She finally started putting songs on it about a week and a half later (80GB about half full... she has close to 700 CDs, and jokes about it being a sickness) 

She was driving home about 2 weeks after loading it up and it started skipping songs (song not available) then for the "Contact support" message.  I got the firmware reloaded the next day and loaded it for her again. 

Next day, it loses everything again I called for help.  While troubleshooting, I noticed a faint clicking when loading the songs and it was taking longer to load than I thought previously. 

They sent me the box, I packed it up and shipped it back.  Received by the famous M. Jones on Feb8th, and here it is the 19th with no status update.  3 calls in and a bug report, I was told they are backed up because they have a repair facility that is closed. 

I think with the number of people that seem to have problems, is it time for a class action lawsuit, or at least a call to "FOX 4 problem solvers" here in Kansas City.  I wonder how they would react to be on FOX News.  I'll give them till the end of the week to tell me something begore I start calling around to press people.

Sad thing is, that my wife has the new MP3 player, and I need to buy 3 more for the rest of us in the house.  I had an archos 15GB that lasted years with laptop hard drive.

 

btw... what are the levels displayed in the profiles?  I would ask that walrhus be promoted a few times for the documentation provided.

BBB aren't the feds, but that's good to know!

I'm not gonna lie Pgaks...for a millisecond there, I was mad, I thought you had sent yours off (after January 25th) and already recieved it back. I knew something was awry. I think our friend walrus would say it best..."you have entered the twighlight zone."

On a happier note for myself however, my Zune serial number has finally changed in the repair section of this god forsaken website.

PS. READ THIS LINE:
I finally found someone who M$ WILL answer to, I don't wanna give away too much because I still haven't gotten my Zune back yet, but it starts with Better and ends with Bureau. Who knew that M$ was afraid of the Feds?! I'm not saying do this after 2 weeks, but if it has gotten out of hand like mine and others, let the Better Business people know, I recieved a call about 10 hours after filing my complaint with them saying my Zune would be ready by the next day (It was on Friday afternoon and there was a holiday Monday) and that they were sorry I had to file a complaint with the Better Business Bureau. Just a heads up...

---

Hating M$ More and More Each Day Is the experience almost over?

wow im so glad im not the only one, i got my zune on my birthday(dec 23) from my wife, i loved it, ive been eyeing the zunes for a while. on the 25th of jan i was coming home from work and my zune stopped playing, i assumed this was from the batteries in the fm tuner being dead. when i got home i noticed the hold button was wedged between the screen and the screen protector on the case. i called the zune hotline, got put on hold 3 times, was finaly told i could send it back. then i waited 6 days for the 2nd day air delivery(im in alaska). sent the zune back checked the status daily here, after a week an half the status changed to zune being sent to customer,  i was all excited i was finally getting my zune back. 

well my zune arrived today, back of box had a big gash in it like something heavy had been dropped on it, but upon initial inspection zune looks good, i look at the back and woohoo same serial # maybe i dont have to reload all my music and videos, then i notice the hold button is still missing. let me repeat that the hold button is still missing.  no notes or anything in the box explaining why.  so i call the zune hotline again, after spending 20 minutes on hold(lots of short waits while zune tech bryan talked to his supervisor, and viewed the repair centers notes) they inform me that zune repair decided i had tampered with the device.  i have babied this thing, never once succumbed to the urges to see whats inside.  so I am a little upset at this point, Bryan keeps telling me its up to the service center to have the final call.  I ask to speak to his supervisor, i am put on hold for another 5 minutes, when Bryan comes back on the line he says he is having trouble with his computer and asks if it would be ok to call back.  I calm down and call back about 5 minutes later, an am imidiatly transferred to a escilation team member named Daryl, Daryl is helpful, Daryl has a good solid connection unlike every other zune rep i have talked to.  Daryl reads over all my case notes, says its redicilous that i am having to go through all this, and that he will file a case report with microsoft triage, and they will get back to me within 5 days.  i figure if i haven't hear from them by friday morning im going to call them.

sheb

Now I am scared to call and see about getting my zune repaired. I finally recieved my Red Zune 80 a month after I ordered it. And the hold button is very flimsy and one side pops up when pressed, and some other problems I posted about them here.
But mine is an original and Red so if I send it back to them I would not be able to get a Red80 would I?
Seeing as how they have taken Red of of the originals site, AND now they have changed it so you have to pay for inscripitons, so then I would end up paying more for my zune.

Oh and I am also having this problem with it.

 Kioko110 wrote:

With this extra factor, does anyone have any idea as to how to get it repaired and still get mine back? Do they HAVE to repair it, not send me a refurbished one, or do you think they'd send me a brand new one?

That's a very good question.  Probably the only thing you can do is contact Zune by phone and talk to them.  For a standard Zune, you have no control over what they do at repair - and virtually every one is replaced with a refurbished unit.  Since yours is a custom device, there might be more leeway on the repair policies, again, you'll just have to talk with them.

Please come back and let us know what happens in your case.

After reading all 11 pages of everyone's problems and very few people's successes, I'm kinda afraid of what to do with mine. I have an 80 GB Zune original, tatoo graphic and text on the back and everything that I bought through the Zune website. Last night I noticed that some of the pixles on the screen are fading to white, in a completely random pattern. It looks similar to when you press your finger to a flat-screen monitor and the pixels white-out where your finger touched, and then change back to the proper color, except on my device, the pixels aren't changing back. I even tried pressing on the screen to see if it was possible to make the pixels do that. It's not. I saw a lot of mention about people recieving a refurbished device, but because I bought one with personalized graphics and text, I obviously don't want to lose it in transit or get a refurbished one or anything. With this extra factor, does anyone have any idea as to how to get it repaired and still get mine back? Do they HAVE to repair it, not send me a refurbished one, or do you think they'd send me a brand new one?

 BeachMath wrote:

Let you know how it turns out. Best of luck in your own twlight "sune" travels!!

We'll certainly want to hear how this one turns out.  Personally, I would not want to cross a Cajun woman, I have a sister-in-law who is one (actually, she's one of the sweetest, most considerate ladies I know, next to my wife).  Good luck, BeachMath - keep us up-to-date.

Yeah, so I bought mine on Amazon and when I got it 3 days later the screen just died on it. The pixles ect just displayed black and grayish... I call them up and they gave me a terrible time about it blaming me BEFORE I even told them the story. After I finally managed to get the story out they were like "Oh okay, well then we'll send you a box because it appears the device has a factory flaw".... (Well no duhh.... I've been saying that the whole time). And so I get the box and send it.... They recieved it Jan 15th. It is now Feb 14th.... 10:10pm (basically it'll be at very VERY least sent the 15th of Feb if they send it tomorrow). There is NO WAY it should take a whole freakin month to repair something! It tells me they haven't even looked at it, which is rediculous. It was THEIR fault and so they decide to treat me like garbage? I'm going to call them tomorrow.... But I doubt that will do anything what-so-ever. Maybe I think I should of went and got an Ipod.... Not because the product is any better... But because I would actually have something to use period! They better be throwing some free music download cards in that box when they send it back, cause they aren't going to earn my trust/ support back easily. It is just rediculous. Zune people, if you read this PLEASE do something about your service, it is COMPLETELY lacking. I like the product, but service = zero   .

---

Huh?..... Oh.... Crap.

Well my unrepaired refurshed zune was at my door today. Yes FED EX left it at my door, no signature needed, jsut put it by my door no one home. Thankfully it was not the other night when it stormed.

Anyway the note inside says, unrepaired, malfunction not caused by zune, damaage exlcuded from limited warranty, not economical to repair.

SO I called, got a very nice person on the phone. Explained the problem of  the zune --repaired or not--being left on my step all day while I was at work , not needing a signature! Person read the records, wanted to send me a box , then I explained what happend that it said in my records it was tampered with so it was not repaired and warranty was over-- he said he would see about extending warranty.

---blah blah, talked to higher up, blah blah,

anyway looks litke they are sending me the famous white box to send this broken refurished zune back again. Told him I do not want this one back repaired (the note in the box says, not economical to repair anyway!). He said I was getting a replacement one. Know that it will not be new since my original one was almost a year old when I sent it in., sppose to get one same age as my original.  Got a new case number.

Few minutes later, the  extremely nice and comptent person I spoke to the other night called and asked if I had received my zune -- he was following up as he said he would! Told him it came in, unrepaired, left on my door step unattended all day. He had a work order to send me a box. Told him it was on its way-- he checked the new case number. Wrote an addtional note, (he is a higher tier supervisor), told me it would be a replacement not a repair to theis one (he called the repair cneter and appealed the case of the tampering, telling them the tampering was because it was refurbished) TOl d me this should not have happened .Also requesting UPS to deliver with a signature since FEDEX left unattended on my door step.

So I will get a new white box in the next few days. Maybe this time it will work. ( I have to empty white boxes, complete with foam inserts, amyone need to mail anything?)

I guess the ranting and raving of a bayou cajun woman transplanted to the beach on the gulf coast might have worked this time. If I could have remembered the cajun french I leaned from my grandmother and spoke it maybe it would have worked out sooner.

Sorry about ventintg, and the spelling and grammar errors, but I just want my ZUNE!! papers easier to grade while listening to Jimmy Buffet!!

Let you know how it turns out. Best of luck in your own twlight "sune" travels!!
Happy Valentines day!!

 

 

 

 

 BeachMath wrote:

The saga continues!!

BeachMath - I feel for ya, man!  This is definitely a new twist on the ongoing Saga.  Much good luck to you in getting this mess straightened out.

The saga continues!!

My refurbished zune had to be sent in after a week! Yes the original one was sent in, I got a replacement right away but hte refurbished one I received lasted one week. Now I am     finding out after a few calls, one being t old i t was th USB port and it was bei ng repaired,t hat it  was being sent back to me unrepaired because it had been tampered with and it was now out of warranty! Let's see, they sent me a refurbished one, that I had to send back, that they fooled with to see what was wrong and now I will get it back because it was tampered with?

Supposedly customer service on some higher tier is checking into it but I suppose now even the extended plan I bought at Circuit city is void too

--- as Jimmy Buffet sings in "The Last Mango in Paris"  .."there is still so much work to be done"