re: Experiences with zune repair service?

I just sent my zune in last week to the repair center. I read alot of other people complaining about extremely slow and terrible repair service. Has anyone had a good/quick experience?

I can't speak for Zune, but when I got my XBOX 360 fixed everything was as smooth as butter. Have you been checking the service site to keep up with the current status of your device?

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Marques Lyons (tromboneforhire)
Zune MVP
Contributor, http://www.insidethecircle.net

I had to send in my zune about 6 months ago.  Got it back in 2-3 weeks.  Smooth as silk.

thanks for the replies. Sadly, i just had to send in my xbox as well because of the red ring of death for the second time. I guess we will have to see which repair wins, the zune or xbox!

I called in when my First 80GB's battery fried itself or whatever, from then it was pretty smooth; I kept tabs on where it was at with tracking numbers that were provided, but I didn't get any emails for updates; ah well. It was actually exactly 3 weeks after the entire process was finished.

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Otaku (Anime Lover) - Blaziken - Lol I have nothing else to add Stop looking~

I purchased my zune on 4/9/09 it worked for 18 days. I sent it in for repair very quick turn around, but the reason for that was they sent me someones broke zune. It was a brick when i  opened up the package. back was dented badly screen had tons of dead pixels and would not sync. I sent that back and its now7/3/09 i cant check the status of my zune cause there are no working links to check it, zune doesnt have any idea where my player is and i had to call zune support (was on the phone for 3 hours, 1 of which was trying to get a menu with a real human on the other end) and they had to escelate it up to the top tier just to figure out what the hell happened to my zune. To this day i have no idea where my zune is and neither does microsoft. $400 bux gone. Had i known it was going to be this bad i would have purchased an ipud, and gotten less for more money. Customer service is just as important if not more so, as the product in the box. Here i got crappy product in box and even worse or more like nonexsistant customer support!

My wife's Zune 4GB died about a month ago and I went online and submitted a repair request, printed out the shipping label, boxed it up and sent it on it's way (to Texas I believe). Three weeks later a brand new (at least I think it's brand new) 4GB showed up. We plugged it in, updated the software, sync'd all her music and a couple videos, and charged it up. It's good to go and I couldn't be more pleased with the support we received.

I've seen a lot of complaints here on the forums about the customer/repair service but mine experience has been very positive.

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Zune HD 32GB
Gears of War 120GB

 tromboneforhire wrote:

I can't speak for Zune, but when I got my XBOX 360 fixed everything was as smooth as butter. Have you been checking the service site to keep up with the current status of your device?

Same here...smooth as butter on the Xbox.  

gaafy,

You are correct, the repair site's links are broken.  I have a "dead" Zune and began trying to get my label printed out on June 17th and found the links broken.  Called customer service and talked to a very nice man who promised to send me a label but he had to cancel my repair service number and gave me another.  Than happend on June 27th.  I'm still waiting for my label.  Today, I sent a letter of complaint to Microsoft and I'm going to contact the Better Business Bureau on Tuesday or Wednesday, the 7th or 8th of July.  Maybe that will light a fire under their behinds.

I am having similar problems.  I got my lable printed in mid-June and shipping when smoothly to the service center.  Then on June 25th I got an email that it was being shipped back and was fixed.  I have tried multiple times to see if I could get info on the shipping back to me but each time I get an error message that says there is an error in accessing the service website and that I should  try back later.  Assuming that my zune was infact shipped on June 25th it should have been hear no later than July 2nd.   I am not worried that it's either lost or misplaced and I have not been able to contact anyone via email or phone to see what's happening.  If anyone has a way to contact a real HUMAN at Zune support let us all know.

 

Well although they were fast with my sons Zune repair, it was hard to prove warranty.  I had to get to my friend who once worked at Circuit City to help find a receipt to prove purchase date because they would not honor the warranty at first.

When my wife's unit failed, I gave her mine.  Zune service people told us they would not honor the warranty on the 7 month old unit.  I bought it new on Ebay, but did not have an original store proof of purchase.  The touchpad froze and the unit is useless (like the one my son had).  Their response was, "did your wife play games on it".  Well she did and apparently the Zune games caused the failure.  Bad design I guess.  I now find that many, (probably as many as 66% of all the purchases), ended up in failure of the touchpad if the people played games on their unit. 

I finally went and bought an Ipod Touch and Iphone.  These units are reliable and don't seem to have any of the design flaws that Microsoft seems to be plagued with.  What is more, their service is very helpful.  I should have suspected the Zune to be a failure after speaking with Bill Gates at the CES show when Windows 95 came out.  He said "Windows 3.1 was full of bugs that caused the infamous blue screen of death".  "With Windows 95, we have virtually eliminated that blue screen of death"  "It performs without all the computer lockups you have been use to having".  Well we all know this was not true - why believe that any of their products since are any better.  Its all about marketing!

To get in contact with a support rep call (877) GET-ZUNE (877 438 9863) and when prompted for the reason you are calling just say "Agent."