Complain about a product or service

Microsoft Zune

Terry of Anchorage, AK November 14, 2009

After downloading the latest updates V 3.0 my mp3 player 80G (Zune) started to hang up and freeze. I was told by zune support that I needed to reformat the Zune and reload V 3.2 update that would fix my problems. Upon doing that my problems only got worse. Zune support then said I should try reformatting the zune two or three more times, that should fix it. Now all I have is a 250.00 paper weight. They offered me the same model at a discount 159.00. Why should I a buy the same product if the updates killed my first one.

Kim of Waxhaw, NC November 12, 2009

Have had since July 2008. It worked relatively well, until Zune's latest maintenance on the software. Now it will not sync with my Zune, and half the time doesn't even recognize it when I connect to the same computer that I always download from. I have tried to contact them to no avail. I never heard back. Zune forums are no good - other people are having the same problem and their answers do not fix the problem This started with the latest update of their software. I have an 80GB zune. In my opinion, Zune is trying to push the new HD version, and forget about the older Zunes.

garyt of charlotte, NC November 10, 2009

purchased Zune device. it was non-functional and was replaced twice through warranty. still not working. wal mart will not give refund. microsoft will not compensate. many hours of wated time and effort. no interest in my future business or concern at any level on the part of wal mart or microsoft. total frustration.

Jack of Innisfil, ON November 2, 2009

I have never been so frustrated with this unit. I go to the Zune sight download the programs needed to hopefully get things going it uploads but when I use it it does nothing. I sign up and use a e-mail account and password and it doesn't remember it as I can't get in the next time. I have some music on it but I haven't been able to access any program to put more on. What a piece of junk!!!!!!! Absolutely not user friendly.

Regina of Evanston, IL October 13, 2009

I bought a Zune in 2007 (1st gen 30GB) and loved it at first. However, after 1.5 years, it started to shut off intermittently. I called Zune and they didn't want to repair it because they said it was beyond warranty. However, they did tell me to send it in for repair. They couldn't repair it and sent me another of the exact same thing. After having it 7 months, the headphone jack is broken. Mind you, I've never dropped this or done anything to damage it. When I called, they rep told me this gen was discontinued because of the problems they were having with it. I asked them to give me an 8GB; didn't want the 1st gen HD one, because I figured there would be a lot of issues with that. I expressed this to the rep, can he confirmed that they are having issues with it. He said that the new one I just received was not under a new warranty, but qualified to be under the warranty of my 1st Zune, Doesn't make sense. They want me to pay to get another device, after I already spent 250 on the first one. Bottom line, they won't support their product. I don't feel I should have to pay to get another device, particularly when I didn't break it and the new device they sent malfunctioned after only 7 months of use. And, why wouldn't the new device, which has a new serial number, not have a separate warrantly? Certainly not information they communicated when I was sent the new device.

Christy of Indian Trail, NC October 5, 2009

I purchased a 80GB Zune for my son for Christmas 20008. It is back at the factory a third time for repairs. We no sooner get it back and something else goes wrong. This time they recieved it at their recieving doc on 9/14/2009 and didn't even begin to process the repair until 10/3/2009. It sat on the doc for almost 3 weeks. I call and get placed on terminal hold, when I finally do get to speak with someone they act as if they could care less. I did purchase the extended warranty with it which is something I usually don't do. But I am about ready to buy my son something else . I am tired of all the hassle. I have asked for it to be replaced with a new product instead of a refurbished one but they act like they don't even hear me. NEVER BUY A ZUNE PRODUCT.

Rachel of Newburgh, IN September 29, 2009

I have an 8gb red Microsoft Zune. Afer about 9 months, it completely stopped working - wouldn't even turn on. As I still had 3 months left on the 1 year warranty, I was instructed to send it in for repairs. I sent it in and they held it in their sevice center for 3 weeks before they sent me a refurbished zune. I received the refurbished zune and began having problems with it immediately. The battery would only last about 45 minutes and it kept freezing. After a couple days, a bunch of lines appreared on the screen. I went online to fill out a service request and noticed that I no longer had 3 months left on my warranty, I only had 1.

I called customer service and was told that replacement zunes only had a 1 month warranty. When I complained that I shouldn't lose warranty time because they had to replace my original, I was told that I would have to send in my receipt for proof of purchase. I've had the thing for 9 months and of course no longer have the receipt, besides they can see in my account when I originally registered the zune. Anyway, I sent the replacement in for repairs almost 4 weeks ago. It has been received and has been in 'service in progress' status ever since.

When I called to ask them when I might receive it back, after countless transfers, I was told my zune was lost and that someone would contact me the next day. The next day came and went with no return phone call, so I called them back. After being bounced back and forth from one non english speaking person to the next, I was informed that they would not send me a zune until they found mine. That basically, I'm sol. I just called them back yesterday and nobody there will help me or even seems to care that they basically hijacked my zune.

After 2 1/2 hours on the phone with at least 10 different customer service reps, I am still being told that there is nothing that they can do. They have given me the absolute worst customer service I have ever received and the Zune is the absolute worst product I have ever purchased. DO NOT purchase a Zune.

Liz of Lexington, KY August 27, 2009

My Zune can not be detected by my computer. I can reboot the Zune and computer, I have multiple times. Or I can reformat the Zune but I will lose ALL of my music! My library will still be intact but my Zune music will be gone! (That's not even a guarantee that will work.) I have songs that are on my Zune but not in my libary. This is not an acceptable answer I am so irritated, frustrated and disappointed with Microsoft. Do not buy a Zune. If you need service for your Zune and you are still under warranty, they will send you a refurbished Zune, even if you had your Zune for 2 days. If your not under warranty they will charge you 129.95 to have their people look at it. Heed my advice DO NOT BUY A ZUNE. I was going to buy an IPod touch, but I thought I like Microsoft better. I was wrong. This product is inferior and it's not worth the MONEY! They don't even have all the applications and fun things that Ipod Touch has I am so frustrated. They don't have the movie, music or podcast selection of the Apple Store. I used to love Microsoft, but now I can't even get daily podcasts to listen to at work! Stay away from the Zune!! Step up Microsoft!

Simone of Washington, DC July 29, 2009

In late October 2008, I purchased 2 of the new 120G Zune (after considering it vs the Apple iPod). Activated/Registered it, downloaded music and started to enjoy. In February 2009 the internal workings of my Zune died. I sent it off to Microsoft to be replaced (with a new Zune), received it back, downloaded the music and started again. Then in late June 2009, the button to lock the Zune poped off as I went to unlock it.

I have not had my Zune (1st time or 2nd time) long enough (less than a year) for anything to be shorting, crashing or breaking. I called Microsoft customer service to set up yet another return where I learn that I was sent a refurbished Zune after the first "return". Why would I be given a refurbished electronic when I paid for a new electronic and barely got any use out of it?? Now I have had to send my (refurbished) broken Zune back. I requested that I have a new (not refurbished) Zune and incentives sent to me and/or a total refund of the 249.99 + tax that I paid the Microsoft vendor (Best Buy).

I received a telephone call on Sunday, July 26 by a person from Microsoft (elevated response - whom I could barely understand because of the language barrier - out sourced), informing me that Microsoft does not replace Zune's with new equipment (only refurbished) per their policy nor would they give me a refund (I would have to go back to the vendor). Best Buy stated they would not give me a refund because the original equipment was sent back to Microsoft (which would not match original serial number on receipt) and I was past the return policy period.

I requested that someone from Microsoft corporate contact me, again they called and told me the gave me the same scenario. I called Microsoft Corporate again and the only help the receptionist offered me is the advocate email or leave a voice message with the receptiontist's supervisor. So I have NO Zune and BOTH companies refusing to give me my money back.

James of Norman, OK June 28, 2009

About a week ago, I was lured in by the promise of "unlimited downloads" for 14.99 a month with a Zune Pass. Also, the promise of a 14 day Trial Subscription convinced me that if it was a rip-off, then I could cancel in the first 14 days, without being charged any money.

Well, apparently I'm too stupid to figure out how to cancel my account after spending at least an hour searching their websites, or they haven't provided an option to cancel within the first 14 days. I tried their product, decided it was a rip-off because of all of the songs that you can only obtain with "Microsoft Points", and the fact that from 10 PM to 1 AM Central Time, their website's connection speed was so slow that I was literally reading a book waiting for the program to find the next song. I pay 60 for a cable modem connection so that isn't allowed to happen. Theirs is the first website that I've ever actually dug out a book while attempting to use. And they can't say that I had too many tabs open, because I only had theirs open. Just one tab. On a cable modem connection. Late at night.

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