Just got my call back from level 4 support regarding licensing issues

And guess what?  No resolution.  I honestly don't know how the people who have received credits for their lost songs have done so.  I mean, honestly, how hard is it to push a button and say "here's a credit refund?"  I unloaded about everything else that's having the same issues and he assured me that he took the issue to the highest level, but he couldn't get authorized to give me a refund.  One breakthrough I had with "Christian" was that he admitted that there is a problem.  He also said that support is working on a solution.  THAT'S THE FIRST TIME THAT ANYONE, HERE OR ON THE PHONE, HAS ADMITTED THAT THERE IS A PROBLEM!!!  I also questioned him about the Apple policy regarding their format change.  He said that they were fully aware that Apple wasn't barring their customers from using the downloaded media that had switched to mp3.  He then explained that Apple is a different entity than Microsoft and has different business practices and procedures.  Bad form, Microsoft, bad form.  He informed me that I can reference the case if I decide to "pursue it further."  He seemed a little suprised that I had already filed with BBB.  The best part about the phone conversation is that anytime I mentioned the BBB or a class action lawsuit, the conversation recorder on his end kicked right on and there was dead silence on the line.  I should of screamed every obscenity known to man when it was recording.....  This whole experience has solidified my decision to get rid of my Zune and get an Ipod.  While I'm at it, I may get rid of my PC and laptop and go with Apple, as well.  Good luck to anyone else having this issue and I hope you get a better outcome.

jinx1812, have fun with the iPod... but do realize Microsoft is aware of and has "admitted" there is a problem.  It's obvious this wasn't designed to function like this.  That's why in June, Dave attempted to gather detailed information about the failure scenarios from customers... here's that same thread you've already posted in: http://forums.zune.net/486906/ShowPost.aspx

Yes, it's a shame that it's not fully resolved.  I'm sure it's more complex than it looks and likely involves their MusicNet & content partners, and not just the Zune specific infrastucture.  But yes, poor form on Microsoft's part on not having a decent solution for the customer service folks until the problem is fully worked out.  Not sure why refunds/credits stopped being issued...

Anyway, for anyone still using Zune & Marketplace for music... stick to content marked MP3 for purchases, and Zune Pass if you are into subscription services like I am.

 gr0mmet wrote:

jinx1812, have fun with the iPod... but do realize Microsoft is aware of and has "admitted" there is a problem.  It's obvious this wasn't designed to function like this.  That's why in June, Dave attempted to gather detailed information about the failure scenarios from customers... here's that same thread you've already posted in: http://forums.zune.net/486906/ShowPost.aspx

Yes, it's a shame that it's not fully resolved.  I'm sure it's a more complex than it looks and likely involves their MusicNet & content partners, and not just the Zune specific infrastucture.  But yes, poor form on Microsoft's part on not having a decent solution for the customer service folks until the problem is fully worked out.  Not sure why refunds/credits stopped being issued...

Anyway, for anyone still using Zune & Marketplace for music... stick to content marked MP3 for purchases, and Zune Pass if you are into subscription services like I am.

Dave attempted to gather info starting in June.  This is November.  I'm not attacking you (don't get me wrong), but they've had plenty of time to fix it.  As far as admitting that there is a problem, seems like Dave's thread is the only place.  When I had my first contact with customer service, she acted like this was an isolated incident and that she'd never heard of it before.  I know that no one is perfect, and that software has bugs, but at least offer a band aid (credits) until the problem is fixed.  I think that would be a lot cheaper for Microsoft than losing a lot of customers it already has and/or potential future customers.  I think what makes me furious about this is that the company will refund microsoft points to a dog that chewed a controller, give him a new controller, and set up an xbox live account for him, and turn that in to the media (free heart warming publicity), but won't take care of their other customers.  Don't know what I'm talking about? http://videogames.yahoo.com/events/plugged-in/microsoft-grants-xbox-dog-own-online-account/1369784.  How much is a spot of free publicity worth compared to a ton of poor publicity?  I've got a first generation Zune.  The device itself works phenominally.  I was torn between the Ipod and Zune when I was shopping, but ultimately went with Zune because of the Microsoft name.  I never had any issues with anything from them.  Brand loyalty goes a long way - that's what made me decide on the Zune.  It doesn't bother me that there aren't any apps for the 1st gen.  It doesn't bother me that it doesn't have an HD screen, that it's a decent size, that it doesn't have a snazzy ergonomic design.  What bothers me is that as the change from wmv to mp3 takes off and wmv's aren't available at all, I'll lose everything that I've downloaded from marketplace.  That's not right.