re: Download failed, credits deducted... Support says no way to get my song

I decided to use my Zune pass song credits to purchase the first 10 songs on an album I like. All of the songs queue to download, but I notice track 4 never actually downloads. I lost the credit for purchasing the song and trying to buy it again tells me I can restore it. If I try to restore it I get an error balloon saying I can only download this song once (C00D12EA).

So I figure I'll just forget about it and download it using the Zune Pass service. I can't... it tries to restore it thinking it's something I purchased. I called phone support and they basically tell me I'm SOL. They help me look for a song on another album, but since that's the only album it's on that's not an option. They can't refund me the credit since it's a bonus and you're paying $15 to rent music, and buying a handful of songs is a bonus. They can't clear my purchase record for that song either so I can rebuy it. So I'm basically stuck going to a competitor to get the song.

I had them cancel my Zune pass acount immediately and refund me the rest of my money for the duration of the period. I'm trying REALLY hard to do the right thing and support the industry, but they're not making things easy. It's really frusterating that I'm paying $180 a year for unlimited access to music and I'm stuck jumping through hoops and hurdles meanwhile my friends who find gray-area means of getting their songs have unlimited portability and ease of transfering their songs.

I'm sorry to hear that you canceled your Zune pass; however, I will post the fix for this issue anyway.  While you cannot get a refund for song credit, the issue of not being able to re-download can be fixed.  The reason you are unable to re-download is because Zune thinks you already have the song, so therefore it will try to restore it instead (as you noted above).  If you go into the Music/Zune folder on your computer, you can delete the entry for that song, and should be able to redownload it because there will be no record of your having previously purchased it.

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Megan
Zune Services Program Manager
.:This posting is provided as-is with no warranties, and confers no rights:. 

 yenrahm wrote:

I'm sorry to hear that you canceled your Zune pass; however, I will post the fix for this issue anyway.  While you cannot get a refund for song credit, the issue of not being able to re-download can be fixed.  The reason you are unable to re-download is because Zune thinks you already have the song, so therefore it will try to restore it instead (as you noted above).  If you go into the Music/Zune folder on your computer, you can delete the entry for that song, and should be able to redownload it because there will be no record of your having previously purchased it.

From what I remember I didn't have the Zune Pass version of the song in my library at the time and there wasn't a DRM free version of the song in my library either. The download button was attempting to redownload the DRM free version where it would then fail. I don't remember seeing an option to have it retrieve the Zune Pass version of the song to prevent that error from occuring.

I experienced the same problem today, however I have not contacted Zune Support so it appears they won't do anything anyways. It's ridiculous that it is their service that is messing up and they are not willing to work with the customers to fix it.  If there were instructions for deleting the suscprtition based downloads first before downloading the DRM-free versions, I wouldn't be so irritated. Unfortunately the fact is Zune gives no notice about download issues, until after they occur.

I don't understand why our accounts cannot be cleared, and restored the lost values either.  I would imagine that a proper service could see that we have paid for the download and receive an error at initial download. I work in tech support for a major online company and we have no problems identifying when our systems screw up or when the user screws up.  I almost wish Zune had just stuck with DRM music and non-DRM music being distinctly separate.

The deleting song folders & files doesn't work. I been all over that road, pastures on both sides, repaved, and still nothing works. Can't restore, say I've download too many times when I haven't even gotten but the initial download; unless technical support was getting back at me for complaining. Can't even purchase the MP3 versions of the WMA songs I lost.

Received a private tell from a Zune employee that there is a bug, ZMP knows about it, there is no current work-around. Only thing that ZMP was able to say was to make another account, buy points, and download the MP3's from there. Yeah... pay for the song twice from the same company that's having all these issues? No thanks! Not a fool twice.


Bought "Vol De Nuit" & "Earthbound" of The Paul Schwartz Group (for instance), c00d12ea, the album is still in WMA format - not MP3. I cannot download either song. Look at the top listeners, I'm #2. Doesn't that same something is fishy, to be told I downloaded the song too many times, when I only downloaded it once and been playing it 12/06/2007 - both songs got nerfed.


Another album I bought back 04/04/2007, Tomas San Miguel's "Lezao" album. 12 songs, 6 got nerfed with c00d12ea. Only downloaded the songs once, initially, and the album is marked MP3 now. But... notice the but? After I got the errors, I archived the songs and the hidden files, and restore half the album by the Restore feature. 6 WMA songs downloaded from that MP3 marked album, but the other 6 tell me I downloaded the songs too many times.
What is downloading my songs, if I've had them on my Zune since 04/04/2007, I should of had 4 more downloads of the entire album, since I bought the album at the same time.
Now, why is it only half the album got hit with this too many downloads nerf, and not the entire album?!?


All Zune would offer is to make another account, spend more points, and download the songs again. Huh? That's the extent of the technical support help?


Think this is an isolated issue? Nope, happened to me a year ago, lost over 60 songs, and they were still WMA back then. A  year later, same time frame, I lost over 70 songs this time. Now Zune/ZMP uses the MP3 excuse. Same issue, same results, same lack of service, and no refunds to place on a new account to download them that were lost. Think I'm going to spend more money on songs I already bought??



I did break down and buy Vol De Nuit from my first iTunes purchase. Should I send ZMP the $0.99 bill?



Sorry, but this is a very sore issue for me. Not happened once, but twice. Still no resolve!

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Didgeridoo, Ethnic, Medieval, New Age, Tribal
Don't Throw A Fit, Throw a Boomerang!