UPDATE - Spoke with MS Tech Support

Everyone needs to get on the line with MS right now to log their problem and get a case number. Period. I was on a conference call with a few other users from another forum and we were able to speak to a techie (not just the operator who reads from a script). He asked us a few questions and tried to identify precisely when the Zune died (around 2-3AM for most of us). His impression on the whole thing was "this is madness!" and went on to explain that discussions are under way on how to address the problem. Most likely, according to him, is a warranty exemption and a return trip to Microsoft. He didn't go into details, but said that he doubted this could be fixed by a software update because of the way the system is designed to reset. He said that they are trying to get a plan in place and have it out ASAP (within 24 hours). Nothing is set in place yet, but I wouldn't hold onto hopes that a software update will fix the problem. Mini-coffins ( those of you that have 360's will recognize the reference) could be a real possibility in this case.

whats the site so i can get my case number

I would like to know if there's any way to get a case number without being on hold for days--I'm at work and won't be able to call until late tonight...

Call 1-877-GET-ZUNE (1-877-438-9863) 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.

I can't even get put on hold. I keep getting bumped to some disconnected number. It's a rancid cherry on top of this *** sundae.

877-GET-ZUNE

 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.

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!

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.

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.

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.

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.