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Jason of Mcdonald TN (06/29/08)
As a review of what has happened my sister bought this product as a gift from Microsoft Zune an 80 gb zune original. First issue is the purchase order gets lost and a two week wait before product is shipped to my location. Upon receiving the mp3 player i have it for a week before software/hardware issues occur. I call customer support and go through there procedures for repair, which do not work. Zune then told me that they will send a box for the repair of the product and that it will return within a few weeks of me shipping it. After i receive the box i call in to confirm the repair, then they tell me the repair order is wrong because I have a original series and have to wait for another return box to arrive. This is another week wait.
When i receive the correct return box I notice it is a standard overnight label. It was shipped out the ninth of June. When i received the Zune Mp3 player back on the 27 of June it was damaged beyond repair with a letter explaining that because of these physical damages it was not repaired. Upon seeing this i immediately called Zune customer support to fix this problem, after being on the phone for a hour they told me to call fedex and see if they had any information dealing with this issue and to call back afterwards even if they had no information. Which no information was found. After i had called back they said they would contact fedex and they would call me in a few days.
When i received there return phone call they claimed that i had shipped the package in its current manner and they would not replace the product. I explained to them that i had only had it a week and had shipped to them in mint condition, it had been in a case the entire time that it was in my possession. The letter saying that the zune had physical damage to me means that Fed Ex had damaged the product on the way for Zune repair. Zune claims they recieved it on the 19th of June and returned it the same day. It took ten days to ship this product, to me this means that they lost it and which it more then likely got damaged.
From a claim filed to fedex from Zune they claim it was in that condition before shipment therefore they refuse to replace the product and my sister losses the 300 dollars spent on this product! They even have pictures and the box they claim is not damaged to badly, I told them the box was full of foam and would not be as damaged as bad as the metal object inside. Still both companies will take no liability for their mistakes and the consumer gets to take all the losses
MP3 player glass screen is shattered the top and bottom case has been crushed so bad its splitting at the seam. There are indentions in the back of the player of its internal components. The total price for this product is 259.99 before S&H and accessories.
Faith of Pana IL (06/28/08)
I purchased a Zune for my son Christmas 2007 in March 2008 the lcd screen cracked for no apparent reason. When I called Microsoft Support they said they did not cover this issue and to do a search on the internet for replacement Zune lcd screens. The replacement screen cost around $100 and I can not afford to replace it.
Now the only present my son got for Christmas is unable to be used properly and he really misses being able to listen to his Zune. I wish Microsoft would be more considerate to this issue and help its customers out. Very disappointed Mom and Child. Thank You
Timara of Carmel IN (06/17/08)
I bought a 30G Zune in Feb 2008 and in March 2008 I woke up, turned on the Zune and the LCD was cracked. I called Microsoft and they said that is was now void of warrenty and would not be fixed. I could take it somewhere that fixed LCD screens and pay to have it fixed, but they were not responsible.
Out of $231 and upset that my Birthday present was defective.
Coreen of North Port FL (05/23/08)
Bought a 30 gig zune with one year warranty. my son charged it and when he woke up to take it with him the lcd screen was cracked from the inside. He did not drop or abuse the zune. Microsoft will not warranty the screen even though many complaints have been filed with the same thing happening to others. There is definately a problem with the zune that needs to be taken care of. these are way too expensive and microsoft will not repair any of these.
My son paid for this himself with his money from christmas. We can not afford to purchase another for him nor would we want to knowing all the problems that they have and how microsoft will not warranty the product.
Kyle of Aloha, OR (02/18/08)
I purchased a Microsoft Zune on Black Friday of 2007. On 2/15/08, while my Zune was sitting on a counter top, my screen cracked. No one touched it or anything. The warranty from the product clearly states that the warranty is only void if the screen cracks from abuse or wear and tear.
After calling customer service and stating that the crack could not possibly be caused by me or anything beside a defect, they still would not give me a replacement. I have researched this problem and have found that Microsoft knows about the defect but refuses to accept any warranty. This problem has cost me $100 and about 3-5 hours of my time.
Cheryl of Jersey City NJ (01/31/08)
I still have not received the box to return my Zune for Repair as of December 29, 2007. I have problems with the battery after the upgrade. Customer service is horrible. I spent 1 hour on the phone and still no help. An address is needed to register a complaint and zune.net is not very helpful either.
I have taken up so much time with calls and e-mails and all of this is so upsetting because no one cares.
Wideline of Apo Ae GA (01/12/08)
I bought a zune right before i got deployed in March 2007 and it is now 11 J anuary 2008. Now the zune won't charge for whatever reason. After calling several times, with their office always being close, I finally found them because I'm in Iraq and they are in Pacific time. I was talking to somebody and at first he told me that the warranty was expired and I told him that there is no way that the warranty could be expired because it has not been one year yet, he told me he could do anything for it then put me on hold for about 5 minutes after I ask to talk to the supervisor.
it was the biggest mistake because the supervisor was actually worse. She started laughing at me and telling about how many states there are in the United States that Iraq was not included. After telling her that I'm not even asking for a refund, all I'm asking for is a working Zune, she pretty much told that I was wasting her time and that this conversation can be carried on for 5 hours and she would still be telling me the same thing, then she rushed me off the phone by telling me good bye and before I knew it she had already hung up. I felt very disrespected and told my myself that I will never buy anything that has to do with zune or microsoft. Since she told me that she is the highest person I can talk to, it really made me feel hopeless.
Ever since my zune stop working, I'm not interested in working out anymore and working out is a big factor in the US army because you have to keep a certain standard to meet the Army's. I really feel like people really don't care about the soldiers in Iraq because she was telling how we are not part of the United States, but I am going talk to my legal personnel and take it to court with them. I don't care if I get charged court fees, the Army will cover it for me.
Georgia of Plainsboro NJ (01/06/08)
I purchased a Zune original via online for my son, this was the only gift for Christmas since it was very expensive. Needless to say we cannot get it to work, I have called at least five times and keep getting the runaround. The support people can hardly speak English, then after placing you on hold several times tell you to call back and ask to be transferred to level two. I did this only to be told that level two has too many calls and to call back again. I was told at first that I could get a refund within 21 days, then I was told that there is no refund. There has to be someone that can investigate Microsoft, my time is money too and I have spent at least two hours or more trying to get this Zune to work. Please help!
The Zune Software downloads but then I am asked to update the firmware which keeps giving me error C00D1195, no one at Zune could solve the problem.
Ria of Belleville NJ (01/03/08)
I really wanted a Zune 80GB for Christmas because they just came out and were supposed to be like the Ipod by Apple. I ordered it directly from Zune, an entity of Microsoft, for Christmas. When it arrived I was so excited and could not wait to download music, videos, etc. Other friend and family members also purchased this product because I indicated to them it was the able to download music, videos and much more. To our surprise we all have experienced issues with this product and are unable to connect to our computers at all. Immediately contacting Zune they told us it was a trobleshooting issue at first. Soon after Zune has indicated that if you DO NOT HAVE THE UPDATE VERSION OF THEIR NEWEST SOFTWARE WINDOWS - VISTA YOUR ZUNE WILL NOT FUNCTION.
This is false advertisement because I purchased my product from there website and on the description section this is nowhere to be found. All I wanted to do is use this product but to upgrade to Windows Vista this will cost me an additional $100.00 - $150.00. I have already paid $267.00 for my Zune and feel that Microsoft should provide the upgrade for their customers who already purchased this product. Miscrosoft usually offers a money back guarantee to its customers however if you purchase a Zune from them directly they will NOT. I will never purchase anything from them again. I could have bought an Ipod.
I have paid for this product $267.00. However, as a consumer I am being forced to purchase more from Zune to make the product operate. Zune has not been helpful in anyway.
Matthew of West Mifflin PA (12/22/07)
I bought a Zune. The inside LCD screen cracked while it was charging. I called Microsoft customer service and they said I must have dropped it. I did not drop it; it is clearly a manufacturing problem.
I am out $250. It is not right.
Aleshia of Puyallup WA (12/08/07)
My Zune lcd screen broke for no reason, and Microsoft isn't willing to assist in the matter of repair. It is an expensive product with limited .
David of New York, NY (12/03/07)
I bought a Microsoft Zune and a few months later the screen broke on its own. I called the company and they said that the product is outside on their guarantee and there is nothing they can do.
I lost almost $300 and its totally broken.
David of New Boston, MI (11/30/07)
After about 2 months of charging the Zune at night before I went to sleep, I woke up in the morning to a cracked LCD. There are no marks of scratches on this device as I take exceptional care of my electronic devices.
I was told by Microsoft customer service that it wasn't their problem and that they can't help me. So now I am stuck with a $250 paperweight.
Jordan of Boston MA (11/06/07)
An issue has arisen with my Zune mp3 player. The internal LCD screen has cracked randomly, a problem which upon further research has happened to many others as well. I believe the issue stems from a battery issue, as there is visible battery leakage within the cracked area of the screen. This has been in no way shape or form a result of my mishandling. I believe rather the problem stems from faulty manufacturing because many have experienced with the issue. Zune Customer Service responds to my issue with telling me the screen is cracked; therefore, they cannot deal with the issue because that is not within the warranty. Thing is, the battery is the cause of the screen cracking in the first place. All I am asking for is Microsoft to repair or replace my product with no additional cost. I've spent enough time, energy, and money working towards the resolution of this issue.
Economically, I've been cheated out of a $250 product. Emotionally, I feel both insulted that they've tried to undermine my intelligence and cheat me out of repairing my product.
Anna P of Milford ME (10/02/07)
My daughter received a Zune as a prize on Sept. 11. On Sept. 26, she was charging it and when she went back to get it, the LCD screen was severely cracked. I made several calls to the Zune customer service number and was repeatedly told that the screen was not covered under warranty and that they would not repair it, even at my own cost. When I took it to several local electronic places, I was repeatedly told that they could not repair Microsoft products, that only Microsoft could repair it. Finally I called the Zune customer service number again, and insisted on speaking to a supervisor. He also insisted that at this time, Microsoft would not repair it, but did imply that in November when the initial shipment of Zunes runs out of warranty that at that time Microsoft will in all likelyhood be willing to repair them.
How can a company refuse to repair their own products, even at the customer cost? I really believe that there is a flaw in the product. My daughter had never dropped or abused the player in any way.
Ray of Deland FL (09/23/07)
My Microsoft Zune developed a crack in the LCD when charged overnight. My zune is only used in my car. I take exceptional care of it, and it has never been dropped or had any pressure applied to it. The condition of it is perfect. I set it to charge from my computer overnight. I always check the screen to make sure it is plugged in right (it shows a charging icon). About two hours after plugging it in, I heard a click come from my computer, not thinking anything I didnt investigate. In the morning I went to unplug my zune and check the charge and noticed the screen was cracked. I only plugged my zune into the computer to syncronise it, as the car charger/player keeps it fully charged.
I contacted Microsoft about the issue and was told that they arent handling broken screens and that I should go online and find someone that could replace the lcd at my cost. I called back and talked to a very helpful person that informed me that they had been receiving a lot of calls on this issue, and he understands why I am upset, but due to many of the service calls on this issue were due to neglect, microsoft wasnt handling the issue. I offered to send in my Zune for inspection at my expense and was told they werent receiving any zunes with broken screens, he asked his supervisor after my prodding, and repeated his answer. I have kept the zune in a safe place with the hope that Microsoft will look into this problem and at start repairing their faulty equipment.
The cost of a replaced LCD is $200 plus S&H, it is easier just to replace the unit. Unfortunately this will result in purchasing a defective unit.
David of East Palo Alto CA (08/24/07)
I was in my house, my zune was recharging for the night. I wake and look at it and the lcd screen is cracked from the bottom to the top in a spiderweb form. Microsoft says it isn't covered. They just brushed me off.
Kamil of Park Ridge IL (07/02/07)
I had my Zune for about 3 hours. All I did was charge it and put music onto it, left it in my car for about 2 hours (untouched) and I come back to a cracked screen a few hours later.
Sarah of Englewood CO (06/30/07)
I Received a Zune for Christmas and today I woke up in the srceen was cracked for I call zune customer service they stated there was nothing they could do. After reseaching this it very common problem.
Alicia of Port Saint Lucie FL (02/27/07)
In dec 06, i purchased a microsoft zune mp3 player. a few weeks later, the lcd screen cracked while in it's case in my purse. i tried to return it to bestbuy and they refused, claiming that this damage had to be caused by my physical abuse. they told me to contact microsoft directly for repair or replacement, which i did, obtaining the phone number from their website, zune.net. At that time, they informed me that their warranty does not cover physical damage (which they determined over the phone without even looking at the device) and that there was nothing that they could do to help me. i asked if i could send it to them for repair and pay for it myself and they informed me that these services are not available and at this current time they have no one to refer me to for repair. I asked to speak to a supervisor, which i did, and again, i was told the same thing. i asked them what am i supposed to do with a $300 disposable MP3 player that I was only able to use for approx 2-3 weeks, and again, I was told, I am sorry.
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