re: Frustrated with device, Sent for service, Embarassing customer support, Who can I contact in charge of customer relations?

Since when I was on the phone with "customer support" and they wouldn't put me in contact with anyone further up the food chain nor would they tell me who I could contact by email with my complaint I suppose I'll put it here so hopefully someone may actually give a damn.

I bought my Zune HD about a month ago now. Had problems with it the first day with it randomly locking in a variety of scenarios over the next 3 days so (and I'm beginning to think this is a firm regret) I sent it in for service. That was also about a month ago. On October 2 I was informed it had arrived.

So I waited a week and a half and nothing. Since the website status said it had been in service for over a week I was curious and called. I was told the normal mumbo jumbo of it being in progress and they took my phone number so they could call me when it was going to be ready. Sounded good, felt like a good decision.

Hearing nothing after another whole week I decided to call again. This time they apparently registered that after the previous call with no feedback, no update, and no Zune they put me through to someone who would escalate and find out more. They reassured me after talking to Service they were sorry for the delay and again took my number assuring me I should be called the moment it was shipped and it should be by the end of last week. Still a little annoyed it was taking so long but they seemed to handle it OK, and was trying to be patient and positive.

After no call last week or over the weekend went to the website to check on the status. Oddly it was saying it was back at Step 1 for about a day as if I hadn't even sent it in yet. Checked again tonight and it was back in service so I decided it was time to call again. Quickly explained this was my third call and that they still had it after now almost a month. After being put on hold quite a few times I was told that the ticket has been closed and it has been sent.

This is where it truly went downhill. I asked if I could speak to someone about the length of time it has taken to get this resolved and they said there was nobody I could talk to that would tell me anything different. I asked then if there was an email contact for customer relations and was told they have no email to give out. So there is no mechanism for providing customer feedback?

So before I end up having to go elsewhere with this to get it noticed I have the following things I would like to talk to someone who matters about:
    1) Why would you repeatedly offer to perform a service that you then do not perform?
    2) When you are trying to get traction in a market you have no penetration at all into wouldn't you think providing exceptional customer support and rapid turn-arounds would be the strategy, not having people who just shelled out $300 for a non-working device waiting a month to get a working player for the first time?
    3) If you're even a few days in why the hell wouldn't you just send another unit and get things turned around, refurbishing it later. Trust me, if I get back another dodgy unit you've lost anyone I can talk to as a customer for good... after all of this there isn't much room for understanding.
    4) Truthfully what I really want at this point is my money back but since you've held the damned thing for a month I doubt I have a reasonable ability to do so. So again, you've effectively taken a reasonable and trusting consumer and turned them into a cynical and irritated one.

So who can put me in contact with someone to discuss this with?

I have been with zune since they first came out.

I know your pain.

I ask ms for a refund after a similar nightmare.

The full story is here:

http://forums.zune.net/537578/ShowPost.aspx

No finished yet...still waiting for the refund on my account

 

Please, Keep updating this post

When I look up my device in Support the case number has cleared, not even saying "Delivered", and I have received no phone call (I was twice promised them on separate calls that I would be provided info on it shipping), and there is no mechanism for tracking my device... Based on my last horrible customer service call I guess I am in the 10 - 15 day period for possible delivery. Apparently since it is Texas they are still using Pony Express? WTF?

Don't wait for the call back.

I wait and wait...and finally I  have to call then and ask for a refund.

 

 

It has now been over a month since they received my Zune HD, and over a week since I had my last call with them when they told me it had shipped back to me but provided no shipping information or tracking, just that it would take between 10 and 15 business days... makes you feel really secure that your almost $300 purchase is being taken good care of...

Finally have gotten my player back, got it Monday. Only has locked up once since then and seems to be functioning. Happy for that, just wish it hadn't taken so long, it really has made me indifferent to recommending it to others.

I wish I had read your story before purchasing my zune.  Mine worked for about 2 weeks then went south.  It has a mind of its own, sometimes I can't even turnit off!  I went through all the "suggestions" on the support page, worthless information.  I just got off the phone with support, after trudging through the automated system I get a human being who was to say the lest, rude.  Cutting me off in midsentence and then finally, after wasting my dime, telling me the server was down and she couldn't help me at all.  I'm suppossed to call them back in 3 hours.

If anyone gets a phone number for anything like a supervisor, please share it!

I wish I got an Ipod!

 

Well keep in mind that 95% of the people that are there are nice. It's the calls they get that piss them off...If you are rude, they will be rude right back. They were very helpful to me when I had problems with the Zune software, partially because I had a cool head and minded my p's and q's, even though I was extremely upset at the matter.

If you wish to speak to a supervisor, then say so. There is no number for that. Just call back, and try again. If you feel that they are rude, ask very nicely to speak to a supervisor.

---

Proud owner of a Zune HD 32GB
Halo 3 30GB
2 Zune v1 30GB

Watching

I am in the same boat.  I decided to upgrade and was shipped the wrong one.  When I FINALLY got it worked out and called to get the status (one week later) I discovered that they shipped the wrong size AGAIN!!!!!!!!!  After reading the other posts to this thread, I doubt I will get my money back and I have lost confidence that I will even get the upgrade I ordered.