Microsoft Zune

I recently rented the movie "Exorcismus" from the Zune marketplace on Xbox 360, and despite having plenty of hard drive space, the film only partially downloaded and it will not let me re-download as it is now only available for purchase. I believe it may have been changed to a purchase-only movie whilst I was downloading it for rental. I wish to have a full refund of this rental, as I am unable to watch it and have still been charged through Microsoft points, which cost me 4.25p. Thank you.

My bank account is being charged monthly $9.99 for some type of Zune service I do not have, have not signed up for and don't want. I cannot get to anyone to get it stopped because I do not have a Windows Live account or an MSN account. I need a customer support phone number to get to a live person. The number on my bank statement is automated and requires my log on information to one of those account. They initially accessed me through my cell phone provider. Help.

I signed up to a free train of Microsoft Zune via my Xbox 360, the software then downloaded onto my device. Later, I realize that I was being charged $8.99 per month as my free subscription had been converted to a rolling month on month renewal. Upon reviewing their annoying as hell contract, I came across the clause that somehow allows this to happen.

However, this should have at least sent me notification that my account was being charged via email. No email had been sent for the 3 months I had unknowingly been paying for the service and when I tried to use the service after I realized I had paid for it, it was the most unhelpful bit of software worth downloading, and even after removing it from my device, the subscription carried on. I'm in the UK, if this makes any difference as well (maybe completely irrelevant using this website).

Hi this is Raju. I bought MS Zune 80GB Model 1126. I got a problem with my Zune. One day, I was synching my Zune with my PC. It automatically closed my PC and restarted. Then I tried to connect the PC with my Zune player. It's now connected to Zune software and also my Zune player is struck and not playing any videos and music. This is my problem, what can I do? Please help me. My mobile number is **.

I have never experienced such poor customer service in my life. I had someone charge my bank account with a charge from Microsoft Zune and got the biggest run around in my life being passed from one person to the next. It was so frustrating I was in tears over the lack of concern in solving what to me is a big problem. I'm very concerned how this charge got on my account and will keep trying to reach the right person to fix this problem. My problem still stands unsolved. Microsoft is awful and now it's the principle of the thing. I'm going to file a complaint with the BBB also.

MS Zune 64 GB HD dies after Software update. For some reason, MS Zune had my Warrantee expiration Date 10/2011. I have exact date somewhere. 11/2011, MS Zune initiate a software update. I didn't do this update until my next syncing, a few months later. I wasn't aware of this until then. I played the Zune one time, then it went dead. This Zune has always been protected, in a protectect case and screen. So the only thing I could see that could of caused this dead malfunction, was the download. I reported this to MS Zune immediately and was told by MS Zune this could never happen from a download. Then I was told that my warrantee was expired. I don't buy things with limited few months warranty, so I knew that was wrong. I put in a complaint to correct the warranty.

They made me wait over a week to resolve this issue, even after they had a copy of my receipt. I had to get in touch with them to get them again to authorize repair. Even though they can immediately deny you repair over warranty expiration, but they can't correct the warranty expiration and authorize repair for my Zune HD Player when they have the receipt in front of them. I am now authorized repair and given a repair number, but MS Zune refuses to give me a location to a MS Zune factory authorized repair center. I have tried for hours. I think MS Zune is playing a waiting game, waiting for people's warranty to expire.

Pretty much the same experience as everyone else. Zune was working fine until software update, then it became a non-responsive paperweight. Microsoft support said it wasn't fixable and my only option is to buy a new 80 gb Zune from them for $119.99. What a Ponzi scheme. I can't wait for the day when I get to see Google and Apple divvy up Microsoft's bloated carcass after the fall. I'm a sucker and I bought the 80 gb Zune for $119.99 without really thinking about it and before realizing that this is a common recurring problem for a lot of people. If I'd have known this was a common thing, I'd have just bought another IPod as I've had zero problems with them and their customer service is top notch. Now I'll probably be doing this again in another year or two, whenever the "fail date" comes up in the Zune software.

I purchased a used red Zune in excellent condition. I received it four days ago working 100%. The touch pad on the 80 gb Zune was working excellent and playing videos just fine. I plugged it into my computer to sync it and seen it had an update, so I updated it to 3.1 firmware right from the Zune software since it was the newest update. It updated and synced one movie to it and then it froze and kept becoming unresponsive, so I clicked on "Erase all content" in the Zune software so I could start over. My Zune started to erase everything and then just froze while it was doing that! It has been frozen just like that for the past 4 days. I've tried everything! I hard reset all the buttons I am suppose to hold (back plus up, back plus up plus play, back plus center plus play, back plus down).

I can not figure it out. It was working flawlessly before I tried deleting the content. I've drained the battery and plugged it into the back of the computer and it still pops up that screen every time. If you hold the Zune up to your ear, you'll hear a very faint humming sound along with a whirling sound. When you try a combination of buttons, it sounds like it's trying to do something. I would like to know if my files are messed up and keeping it from working or is my hard drive broken from this. I'm out the $200. Zune says I'll have to pay $119 to replace.

My Zune 120 was working fine until I was forced to do a software upgrade about 2 months ago. When I called support they told me that I could replace the device for a Zune 80 for about $85 or so. My response was why should I pay to replace a device for a lesser model that was working just fine prior to the upgrade. I felt that this was a software issue and they needed to resolve that. Not squeeze me for more money. They said they'd have someone call me back. When I called yesterday to follow up they have now turned off the support # 877-438-9863 and are directing people to the website. From what I observed this upgrade created a lot of issues for Zune users. But to respond by cutting them off from direct customer service is insane.

Zune software is still dysfunctional. Country settings of the necessary WindowsLive accounts do mysteriously not correspond with Zune and this cannot be corrected by the user--neither by the Microsoft / Zune customer service people. The upshot is that users cannot connect a credit card to their Zune account and therefore are unable to buy apps at the Marketplace. Wow, after selling us their device, Microsoft does not want our money anymore!

Is this a new problem? Not at all, the Internet is full of complaints about this issue since WP7's introduction. Microsoft announced that the problem would be resolved at the roll-out of Mango (WP7.5), but the Zune team has clearly failed to fulfill this promise to the customer. Most probably, it is not a technical but a legal issue, yet the company leaves its customers in blissful ignorance all the same.

Well, I had talked to someone on Zune support about a broken Zune. They told me to send it in and that they would refund me $45. I had three or four credit cards on my account and I had told them to only refund to one specific card (I supplied them the information). In the end, they somehow refunded three credit cards that don't even exist and one actual refund of $14.99 to one card. Where is the other money that they said they would refund? Also, who calls at 9 p.m.? I have school and have to get up early. And the lady that I talked to today just didn't help me whatsoever.

I all ready have a Zune pass and I think it's ** that I can't log on to it on my XBox. I will not pay for two accounts. This makes me want to cancel the account I already have and go get me an iPod. As much as I love my Zune, I have found that I can do more with the iPod.

I purchased a Red Zune 12 0GB from Amazon.com for almost $300.00. While under warranty, the device failed. I was advised that they would be unable to repair/replace my new, red player but would replace it with a black refurbished player. It took approximately 3-4 weeks for the replacement to arrive. I'm still paying monthly subscription service.

Within one month, the replacement player failed and I arranged another refurbished replacement request, obviously unhappy. This one was practically "dead-on-arrival", lasting only about one hour. At this point, I contacted customer support once again and this replacement was by far the worst taking somewhere near 45 days to complete.

I've spoken with well over 20 reps and only the same person twice one time. I'm transferred and put on hold a minimum of 35 minutes each call, the longest over an hour. Each time I have to go over the entire ordeal again and my previous complaints have been improperly logged.

I've spoken to manager after manager who understands my frustration but there's not much they can do. They don't return calls. They lie to get me off the phone. One by the name of Ben who promised me personal call backs, follow-ups on my case, was investigating getting me a new player from the Redmond facility with expedited shipping, etc. Of course, calling him back at the main escalation line where you can only leave a message and not speak with someone live resulted in a callback from a different manager and Ben was no where to be found. This manager promised to investigate Bens promises further and listen to the call, yet this was another promise out the window and another manger no where to be found.

There were so many issues/errors along the way, including sending UPS to my house 3 times without advising me what was happening. When they finally called me to work out the details and advised UPS would come again, I waited a week and it never happened. After multiple calls to escalations, I learned there was no UPS request and finally just took the player to a UPS store again. I was advised to contact them with the tracking number so they would immediately expedite my 3rd replacement, yet another unfulfilled promise. I called immediately with the tracking number, and waited over a week before calling for status at which point I was given a two month old tracking number and the rep trying to rush off the phone before I could verify the number online.

Another call back I was told they were still testing my replacement player to make sure it was in perfect working condition. They had no idea how much longer this would take and again said they would expedite shipping once it finished testing. Again, that didn't happen. About two weeks after they received my second defective player, I finally got my third refurbished player.

At this point, I turned the player on and it turned on. There was already a bunch of music on the device I imagined they used to test the device. I heard some hard drive clicking and immediately thought the worst which happened. I connected the player to my PC. A device driver was installed and the player began to charge/sync. About two hours later, I removed the player and received a message saying I needed to restore the firmware using the Zune software. I reconnected the device and it would no longer be recognized. Eventually, I got up to three error messages and continued trying to restore or repair the device which still wasn't being detected. Error message five: "Contact support." Really?

There are so many other details about rude, non-English speaking reps, false promises, phone calls ending in tears, to go on, I'd be here all night. Some of these details are logged in writing; others are saved in word docs, many of them bizarre and unbelievable. I tried twice to have Amazon replace it but because Microsoft replaced my original, they were unable to help.

I'm a single mother, recently unemployed and now a full time college student who has spent $300.00 on a brand new red player and received 3 non-working refurbished replacements (two of which were practically DOA after supposedly being tested) taking prolonged amounts of time with each replacement and well over 10 hours of very frustrating phone calls.

I just want my money back so I can buy a new player which certainly won't be a Zune. I've purchased three 80 GB and one 120 GB and was a loyal customer for several years, but this experience has completely turned me off to Microsoft and has made me a very weary consumer in general.

I have worked in consumer electronics customer service for 8 years and am quite technical, so this is not user error. This is consumer abuse. Please, please, please help me to resolve this very frustrating, very unfair practice.

In 2008 I was in the market for an mp3 player. I needed the player to store music, ebooks for class and random videos, after about 2 months of research and shopping, I narrowed down to choices to the iPod or the Zune 30gb. When I saved up $400, I went to Best Buy and the sales rep explained the difference of both and I eventually made the mistake of getting the Zune 30gb. It worked flawlessly for about a month. After about 30 days, it started to freeze in the middle of songs and in about minute later the song would start back up.

I took it back to Best Buy and they replaced it 2 times. About a year later, it would freeze totally and have to reboot itself. Best Buy was very understanding and replaced it a few more times. At that point, I wanted to buy another player but didn't have the money. After my warranty expired, I called Microsoft. They gave me the option of going to a third party tech or paying $160 for a new one. I didn't have 160.00 for a new player so I went to the tech and his bill was $147. A week later the Zune was still freezing. I called Microsoft and they offered me no help except paying them $160 for a refurbished model. On march of 2009, I made my peace with almost $600 loss and bought an apple iPod, the best possible device I have ever owned. No freezing, ever. I've since then sold my Windows 7 dell machine and invested in a Mac and no more viruses. Never again will I ever invest in a Microsoft product.

I had a Microsoft Zune and I didn't like the fact that Microsoft charges you $44.97 for every 3 months. I cancelled my subscription and after I talked to their technical support center I found out that they were going to have to charge me for the days my account was active, which is find but instead of them just charging me $11.37 they credited my credit card for $33.48 instead of just crediting my account through Microsoft Zune. I did not know that they had credit my credit card instead of my account through Microsoft.

After only 6 months, my son's 120G Zune stopped working. It was a special edition Gears of War version with a designed case and content. We sent it in under warranty. Easy enough, right? That's wrong! We got back a plain cased refurbished Zune. And instead of Gears of War content, it had homosexual pornography on it! My son came to me and showed me and I was shocked! I immediately called Zune support (that must be an oxymoron). I got a laundry list of standardized ** responses of "Oh yes, I understand and I apologize" from the customer rep but no solution.

In addition, I paid extra money for the special edition Zune. But I got back a plain on and an inappropriate content on the refurbished Zune that someone clearly forgot to wipe clean. This 'new' Zune also does not work. I tried to sync it and it froze numerous times and crashed. After not one, not two, not three, but four phone calls, I spent several hours on the phone with Zune using me and my time to troubleshoot their faulty product, reformatting, restarting, re-whatever, checking this, doing that. But the thing still doesn't work. Lastly, 10 pm at night, Zune support calls me, wakes me out of a sound sleep, and hangs up before saying anything. Perhaps if their support lines weren't located in India, they would know that we here on the east coast of the United States are sleeping at 10 pm.

I purchased a new Zune 12/08 which stopped working within the 1 year warranty. Since 2/09, I have filed complaint after complaint regarding the non-working Zune. They keep replacing the original one with a dysfunctional one. We are on the 5th non-functioning Zune and it is 8/10. This one is not working now either. At this point I want my money back. We haven't had one Zune work properly since the original purchase date. I have all the correspondence emails from the company. I have my original receipt.

I purchased a Zune 30-day pass for $14.99 at Best Buy. My family is leaving for Mexico and we bought the pass for my daughter to have all her music while on vacation. We tried to activate the pass and it gave us an error. We went back to Best Buy to return the card and they said they couldn't do anything, it needed to be handled by Microsoft and we were given a number, 1-877-438-9863, which we did and we got the run-around and they could not resolve the issue. It would be at least a week and they gave us some ticket number.

I told them this is not acceptable and they needed to resolve this immediately. They gave me a temporary number to get her by through vacation. They said that I could open a new account and give them my credit card number which wouldn't be billed. I have heard that before. Then I would be jumping through hoops to stop them from charging my card. I am very displeased and I have looked and there are many, many complaints online about the problems customers have with Microsoft/Zune. For such a reputable company, they certainly have fallen short in this area. I want resolution and nobody seems to help. My daughter was not able to have the music in which we paid for to enjoy during her vacation. We spent $229 for the Zune player, yet we can't get any support from customer service for a $14.99 issue.

My Zune 120 player quit working, and I have had a horrible experience with trying to send the device to Microsoft for repair. I have owned the player for six months, and it just quit working. I have taken excellent care of the device, so I know it was not my fault. I am in the US Army at a remote location in the Pacific, because this place is so small that all our mail comes to a central post office and we receive our US Postal Service mail at a Post Office Box.

When I contacted Zune website, I received a response that my player was not in warranty. I registered the Zune, so I know they received the documentation. After being forced to step through their troubleshooting steps several times and the Microsoft website locking up, I finally convinced some at Zune that my device was in warranty. I supplied all my receipts, etc.

Then came the crazy part when I tried to send the device to Zune. Their site said there was a problem with my request for repair and that I needed to contact Zune at the toll-free number. When I contacted the toll-free number, the Zune representative insisted that she step me through all the troubleshooting steps again. (I have already done this numerous times to no avail.) So I was patient and went through the steps. After the steps were completed, she informed me that I would have to send the device in for repair as if I didn't already know this.

Next, she took my verified information, at which point, she said there is a problem with my address, because I was at an Army Post Office (APO) address. After an hour or so, the Zune representative, talking to whoever and putting me on hold, finally informed me that she couldn't help me and would have to have another representative assist.

So again I was on hold. Next, a gentleman came on the phone and started over again with all the troubleshooting steps, even after I told him I have already been through this myself and with the last Zune customer service rep. Then came the address part again. He told me I had to have a physical address, and I explained the situation.

After another 45 minutes, he said I would be able to receive my repair authorization and mailing instructions at the Zune website. After three days, I had still not received any repair authorization or mailing instructions. Then I received a call from Zune stating that they could not process my repair request, because my official mailing address is a PO b. I box. Again, I explained the situation and was told that they could not help me. This time, I was on the phone with two reps who were of no help. I talked to the supervisor; that was a waste of time. I asked to be given a contact for complaints, and all I was given was a legal department.

I don't think Microsoft really wants to honor their warranties. And I was thinking of myself when I was in deployed in Iraq a year ago (when I was considering replacing my iPod with a Zune). How do those who are doing the hard work in the military get help? The customer service people said that they cannot send or receive warranty instructions to an APO address. This is crazy. I received items and conducted business daily from Iraq using nothing but an APO address.

At this point, I don't know what to do. I believe Microsoft has taken advantage of me and other soldiers with their poor service. Perhaps, Microsoft is like some companies anti-military. I have lost confidence in Microsoft Zune, the Zune device is a $250.00 piece of junk, and from this point on, I will only purchase a Microsoft product if there are absolutely no other options.

I bought a 30gb Zune in 2008 and loved it. It died less than 6 weeks after the warranty expired. I did not buy the extended warranty. I spent hours on the help page and tried all of the suggestions to try and get it to work. Then I spent nearly two hours on the phone with the very helpful tech support person, to no avail. The Zune was dead and the only recourse was to send them the device and they would replace for a significant amount of money. I declined. I waited a couple of months and then bought a new 80gb Zune and loved it.

Guess what, my warranty expired on Jan 10, 2010. My Zune died today, March 5, 2010. Well, to be fair, it didn't die, none of the three cords I have were recognized by my 3 month old laptop, in any of the ports. Guess what, I spent an hour doing all the self-help tech stuff and then over 1 1/2 hours with very nice and helpful phone tech. I believe that the internal port has stopped functioning as it did on the other one. I just put it the computer to sync a few days ago. I play it in the car. It was only today that I realized it was no longer charging.

My only recourse is to return it and pay $159 for a replacement. I'm going on vacation in two weeks and looks like no mp3 for me. I have invested nearly $400 in Zune. No more. I'm thoroughly frustrated. At least, I can listen on my laptop and keep up with my podcasts that way. But I'm not carrying it with me to London, not exactly easy to listen while on buses and trains. Another frustration is that Microsoft makes it nearly impossible to complain directly. I called tech support back and they, after a delay, finally gave me a snail mail address.

Oh, I will write them and get to invest time and cost of a stamp for no potential return. I strongly suggest that no one ever buy a Zune. Thanks for helping my vent my anger. I have no expectation of any remedy. I'm just angry.

I have had three of these Zune mp3 players and something always happens to them--of course, right out of warranty. You call Microsoft Zune about this and they keep you on the phone telling you how to troubleshoot. I have already been through more troubleshooting than I care to admit. After all the troubleshooting and the device does not work, Microsoft Zune offers for you to send in your device and they will replace it for the amount that you would go out and buy a new one.

Not only are you out the money again for the device, but you are out the money for any songs that you put on the device. If they do happen to replace your device, if it is still in warranty, they send you a device that is out of warranty and is refurbished. When that device stops working, they just tell you that it was a refurbished device and they cannot do anything for you. The damage is spending the money for a device that is obviously inferior and was not ready to be marketed.

Zune #1 - In February 2009, I purchased an 80gb as soon as I bought it. I noted that the battery life was only about 3.5 hours. I bought a wall charger and it didn't help. I called customer service and was told that Zune would replace it, which they did.

Zune #2 - In December 2009, my Zone would no longer download any songs and it repeatedly froze. I called customer service and spent 45 minutes with them but nothing could be done to fix it. I returned it and received another Zune.

Zune #3 - Got it last week. It immediately froze and would not synch with my computer.

Zune sucks! They are horrible! Do not buy one.

I bought 2 brand new unused red Microsoft Zune players 11/26/09 from nextwarehouse.com for Christmas presents. I paid 209.43 a piece for them. One of the players worked for 3 days before displaying a error message and becoming inoperative. Since it had been over 30 days nextwarehouse would not exchange or refund the product so it was sent to the Zune Repair Service.

After over 2 weeks, I received a black used Zune with scratches all over it, dead pixels on the LCD screen and a inferior battery. I contacted Zune customer support and it was escalated in the system to be examined further to see what could be done. I received no phone call back as promised and called to inquire about the decision. I was told they would not issue a new device, or issue a refund that I requested. I paid extra for the red Zune and extra to buy a brand new Zune that would have no issues with battery life. I received an inferior product that could be purchased on eBay for one hundred dollars or less. They now have my brand new product and I have a previously used inferior product.

This is the classic bait and switch scam. I was sold something for more money that broke immediately and could have been all ready defective when it was sold to me. I was compensated with a product with less than half the value. I also have not had use of the product I paid for due to the service center having the item longer than I had to use the product.

This company re-routes your call to China and refuses to provide a reasonable solution to my problem. This company has a long history of not answering to customers complaints. They stole my money and should be held accountable. I paid for a red (I paid extra for red) brand new Zune player. It broke after 3 days. I was told to send it back. I received a less valuable used previously broken Black Zune covered with scratches, dead pixels on the screen (white spots) and an inferior battery. I requested to return for a refund or a new Red Zune I have been denied both. Damages are 209.43. The Zune they sent me is worthless to me.

My sister gave me her Zune 120 because she could not figure out how to use it. She had it for about 6 months and never really used it even though she tried 3 or 4 times but it kept giving her an error message. (she is not very techno savy) I got it and immediately it gave an error 5 contact customer support. I was instructed to ship the unit back for repairs. I mailed it off and in about two weeks I received a unit back. They stated they replaced it. I plugged it in and loaded about 3gb of podcasts and personal music and used the device for about 3 hours over the course of a week and a half.

Two days ago I turned the unit on only to get an error. After a bit of research I found I was required to update the firm ware. I did every step but nothing worked. I finally got the firmware to download and when it rebooted it now says 5- contact customer support. Which is the exact message the first one said that resulted in a replacement unit. I logged onto the support site on Sunday to discover that my warranty was up that very day.

I tried to file a new technical support claim before the end of the day but the website kept telling me there was an error and my request could not be processed. I called and held in telephone outer space, "due to high call volume" for better than 30 minutes. By this time it is late at night. I went to the website to see about buying an extended warranty but the site again said there was an error processing my request.

I was panicked, so I called again on Monday to request assistance filing a claim and buying a warranty. It was beginning to look like I was going to need it. I got through after holding and they told me too bad. After I protested, they told me they would update my warranty end date to allow me to purchase the warranty but I would need to call back tomorrow (24 hours) after their system updates.

I called again today, only to discover that their system had not updated but could call back again tomorrow, after their system updated. (Each time you call they inexplicably have a high call volume and you hold for 10-30 minutes.) I explained that I wanted to buy a warranty and couldn't they just help me over the phone. Their response was no- I had to wait until tomorrrow.

For the price of this unit I would have expected it to be more dependable. Let's see, so far it has cost me about $72.00 an hour to use this unit. I'm not sure it is worth the frustration. I can't wait to see how much they want for the extended warranty! $360.00 unit used maybe 2 hours and failed. Replaced with another unit used for 3 hours and failed. Biggest waste of money!

The software would simply state that I had "exceeded the number of times this song(s) could be restored". The only real damage is that I am stuck with a $200 + piece of substandard equipment due to Microsoft's inability to produce software that even approaches being user friendly by any stretch of the imagination.

I am extremely unhappy with the zune/xbox service. I bought a movie, not rented, on xbox. I never could get it to work due to a status code (80070005) that as it turns out had something to do with media usage rights! After hours of calls to xbox and zune it was suggested i download the zune player and try it there, i played about 20 minutes of the movie then it stopped and said downloading forever effectively locking everything up. Now when i go to the purchace history it gives me an error code on the movie "A media usage rights error has occured. Error code COOD12F5. I can promise you i will stick to netflix from now on and never waste another microsoft point on this service. Oh and this after I tried to make the fifth hour plus call to zune and being put on eternal hold again. I just want my 1200 points back!!! But will they do that??? Your guess.

This letter I sent back in November 22nd to the Microsoft Chairman, CEO, Zune dept, and Complaint dept says it all. I am writing you concerning events that led to my canceling of the Zune Pass account that I previously subscribed to on a monthly basis. I held this account for some time (starting on 11/04/2007 and ending on 11/19/2009), and I own a limited edition 30G Halo 3 Zune player. I have always enjoyed the device, and I chose it over the iPod mainly due to my loyalty to Microsoft and my support of the Xbox & Xbox 360 consoles. In fact, I pre-ordered the device at one of my favorite games retailers, Gamestop.

I say I chose it as a result of my support of Microsoft, but I kept it for different reasons. I kept it because I have been mostly happy with the Zune software (barring a few hiccups) on my PC, and I have enjoyed the changes that have evolved in the service since its inception. Even when circumstances (financial or otherwise) made it necessary for me to cancel or suspend monthly services I enjoyed, it was always another service other than the Zune that ended up taking the hit. I have canceled many game subscriptions, magazines, and services over the last two years that I also enjoyed without even considering the cancellation of my Zune Pass. Why? Well, as I mentioned before, I enjoy the features of the Zune Pass, but to be more specific, I have always mostly enjoyed the free Zune Pass music and the 10 song credits a month more than anything. How could I cancel such a great value?

On or around November 5th, I was having trouble purchasing a song through the Marketplace on the Zune Software. I placed a call to the Microsoft support phone number (1-800-Microsoft) and waited in queue. When they finally took my call, I ended up speaking to a representative who walked me through a number of steps that she said should solve my problem. I will not go into detail, but it seemed a bit excessive for what the problem was (and I informed her of my concerns even as she had me booting into and out of safe mode, deleting, and renaming folders, and a number of other activities). I was worried as I recalled an incident a year earlier when a technician performed similar steps and I ended up having to remove everything and reinstall the Zune software.

Around three hours later (not even a mild exaggeration, I assure you.), I was on hold after we had just discovered that the problem was still not solved. As I waited for her return, I began poking around my music library to find something to listen to as I waited Only to find that almost my entire music collection had been irreversibly damaged. After some investigation, I discovered that the only music that was left intact was the few .MP3s I had downloaded from the Zune Marketplace (most of my music was in .WMA form), and any music I had personally ripped from my own compact discs.

Any music in .WMA form that was part of the free monthly Zune Pass music wouldn't play at all and returned this error-- "CAN'T PLAY SUMMARY A media usage rights error has occurred. ERROR CODE COOD12F5". Any music I had purchased from the Zune Marketplace (if I didn't try to play it first) would say this under the song properties--DRM: "YES--invalid license (has no usage rights)."

Once I played the song (they seemed to play fine), the DRM listing would change from "DRM: YES--invalid license (has no usage rights)" to "DRM: YES--License expires 12/08/2009 (has sync rights, no burn rights)".

The support representative had effectively destroyed my music collection. We next spent a while trying to fix this new problem she had created until it was decided by her mysterious superiors that I should take a screenshot of each of the errors and email them to microsoft.com. I'm not sure why this was necessary since I had just described the errors to them in detail, unless they don't believe the errors exist until they see them with their own eyes--but I obliged them. Then I went to bed.

Over the next few days, it was a fiasco of me calling in to see what they were doing about the problem, as they continually told me they did not receive the email. I would resend it and then they would again say they never received it. This happened a few times until they finally received it and told me they would study the problem and get back to me in a day or two.

Around four days later, I called back to see what they were doing about the problem. This time, they thought they had a fix for me and they instructed me again the steps I should take to correct the errors. Hours later, the problem was not fixed and I was losing my patience. We discussed the problems and I told them what I thought would be a good way to resolve it. I said that they should remove ownership of the songs from my account - look over the records they had of my purchases - take a tally of how many of the songs were still on my PC in .MP3 form (43)-- subtract the number of .MP3 songs from the total songs I have purchased (450) and that would be the number of songs I should be credited (407).

When the support "professional" had me do a search in my Zune folder for .WMAs using the F3 key and she told me to take screenshots of all the music I could find there, I thought we were on our way. I told her it would be a lot of screenshots, but she assured me it would be alright. I was told they were going to credit me the songs owed to me in the form of a code or something and it would take about three days then they would call me back. That was ten days ago.

I called back the next day to make sure they got the email. They told me that they had received the email, but they could not open it due to its size (remember all those screenshots I warned the nice lady about?). I complained that they should have told me that there was a size limitation when I first was told to send the shots, especially since I warned her, then I proceeded to send off the 19 screenshots in a series of new emails. I waited three days.

On the third day, I called and waited in queue until I managed to speak to a representative about my existing case. I was told they weren't done looking at all the screenshots yet and they would call me when they were done IN THREE DAYS! I explained that I was told the same thing three days prior and that I didn't believe them. I vented a bit (respectfully--without using profanity or shouting--please check the recordings. PLEASE!) and told them that I would wait for their call for three days. In three days' time, if they didn't call me, I would call them and if they weren't ready to give me my refund, I would cancel my Zune Pass account, write the company a letter, write a review of Microsoft's customer service and get it posted wherever I could, and I would sue the company if I did not receive a proper refund.

Well, guess what? Here I am. I canceled my account yesterday when I called back to find no forthcoming refund. I am VERY SORRY to lose my account in such a way. I truly enjoyed browsing the music, videos, podcasts, and other content on the Zune marketplace. I LOVED using the music from my Zune Pass as I drove in my car, mowed my lawn, played on my Xbox 360, worked in my shop/garage (I even have stereo speakers set up in my garage and basement workshop so when I bring in my Zune I can plug it in and jam while I work), and any number of other places I used it. It wasn't an easy thing to cancel my account, but I cannot put up with the nonsense I have been dealing with since this all started.

It's not like it's a unique occurrence either. I have had terrible customer service many times before from Zune support. I called in once to find out why the DRM on an album I purchased on the Marketplace kept telling me that I didn't own it, when I KNEW I had purchased it. After a long time on the phone (hours), I was told someone would call me back. I called back TWICE about that situation and to this day; they never fixed it AND NO ONE EVER CALLED ME BACK! I finally just deleted the album from my collection and went and bought it (again) on Amazon.com.

Another time I had problems with the Zune player not playing music I had purchased unless I synced the device with the PC. After a long time on the phone with support, the representative told me that it was because of a recent update on the Zune software. I tried to make him understand that his explanation made no sense because my Zune had not been synced therefore it had no way of knowing about the update. How could an update to the software affect a Zune player that had not been in sync with the software since the update? "You mean that until this update all music purchased by users off of the Zune marketplace would not play unless the device was synced?" He had no idea what I was talking about. He told me to plug my Zune into my PC. I told him that if I did, it would sync, and then we wouldn't know if the problem was fixed or not because all my music (even the free stuff) would sync. He just told me it was necessary to fix the problem. After I did as he asked, he told me to unplug the device after it was done syncing and play one of my purchased songs.

Support: "Does the song play?" Me: "Of course it plays--ALL my music plays now because I just synced my player." Support: "There you go, we have fixed the problem." Me: "What?" I finally got frustrated and hung up. The problem cropped up again a few times until I just went ahead myself and completely wiped it clean, before re-setting it up again.

If a loyal customer calls in with a problem, shouldn't you do your best to solve it? And if that customer's problem is a direct result of the actions taken by your own staff, wouldn't it be prudent to just give that customer the benefit of the doubt and simply and easily give them their refund? Otherwise, you risk losing that loyal customer and any potential customers they might have been able to usher your way (and believe me, I previously pointed many customers your way when asked about .MP3 playing devices). Is Microsoft so big that it doesn't need to worry about one little angry guy? Is that it?

My point here is that you have a serious customer relations problem. Your technical support is appalling and as much as I love the Zune Pass I cannot be a part of a company who is going to treat me as badly as I have been treated by the Zune support staff. Every time a customer calls in with difficulty or a crisis it should be viewed as an opportunity for your people to show that customer how much you care about them and their business. I will sorely miss the Zune pass experience (not counting the horrendous customer support problems I have always had), but hopefully I can find a replacement elsewhere.

Keep in mind that I am still going to pursue the refund I rightly deserve. I wasn't just howling threats when I said I would take legal action. I have been patient and understanding, but my patience is gone. You will be hearing from me again. Two years of purchased music has been rendered unusable and still has not been replaced.

Company updated their software that has destroyed numerous Zune devices upon connecting. Cannot use a $249.00 MP3 player that is only 1 1/2 years old due to the lasted update that Microsoft did on the Zune.

Since this time I have shipped the wrong device back to the Service Center. However, as of today November 24th I still do not have my device nor does Microsoft have any clue as to when I will receive my device.

I am beyond frustrated with Microsoft and their so called service center and customer service. How can I a)get back my device b) get a new device not a refurbished device c) how long should I have to wait for them to send me the replacement since I was given and estimate of 10-15 days and we are now approaching 45 days??

I am sending a letter to the Microsoft legal department as well but any assistance I can receive from an outside industry would be more than welcomed.

Why should I a buy the same product if the updates killed my first one.

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.

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.

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.

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.

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.

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.

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!

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.

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.

Criminal incompetence is the most polite way that I can describe the management of that website. They are obviously trying to serve far too many users with a limited supply of bandwidth. Because they're greedy, and deceitful. And I'm speaking of their upper management primarily because those are the only people that have power in modern corporations. So far, I haven't figured out how to cancel my subscription to a trial Zune Pass. I'm worried that I will have to pay at least $14.99 for a product that I haven't used in days and don't intend to use again ever. And that's assuming that I'm allowed the option of canceling once they steal $15 from me. Perhaps, I will have to get a lawyer to get those thieves out of my wallet.

I called the company telling them my navigation keys don't work due to their firmware upgrade. But they just keep redirecting me to different representatives. They are the worst. It won't even turn on.

I purchased new Zune 80G last July. The item started to have hardware issues in April '09. I called Zune support (non English Speaking) and followed their directions. They determined firmware was corrupted according to their customer rep. I sent it in for repairs after hours of trying to troubleshoot. Three weeks later, I received another Zune 80G. I opened the package and downloaded the software update per instructions and spent another few hours trying to determine why it was having same problem as the new one. Touch pad was defective and will not stop scrolling menu.

I contacted support again and determined firmware corrupt and defective touch pad. I demanded refund or upgrade to newer product without defective firmware. I was told they cannot refund and also was told when unit is sent in, they send out a refurbished one to replace it, not a new one. So I sent them a new unit, less than one year owned and they send a refurbished and still damaged one! Why can't they refund? And why can't new for new be exchanged? I paid over $300 for the unit. I could have bought refurbished one for a lot less money if I had known they would end up sending a refurbished unit back instead of a new one. My Zune 30G has had no problems. It seems to be the Zune 80 only and other Zune 80 owners too have the similar problems.

I have a Zune 30GB. It's the limited edition Halo 3 one. At any rate, I wanted to be able to control it on my radio like an iPod. So I went onto Zune's website and found this product called SoundGate Core System. On the product page, it said it was compatible with the Zune 30, but because I couldn't find the Halo3 Zune or the 30 GB Zune on their website, I wasn't entirely sure it was a 30 GB Zune or considered a Zune 30. So I called and some overseas chick that couldn't speak English told me that my Zune was a 30 GB Zune and the product would do exactly what I wanted it to do. So I bought it on May 8th for $71.00 (including $5 something for shipping). It cleared my account on the 13th, but I never received it until a week later on the 18th. So they had used my money before I even got the product. When I finally received it, I installed it in my car and came to find out that it doesn't even do what I wanted it to do. It does the audio, but not the video, which they conveniently forget to mention on the product page and the representative forgot to tell me as well. So I called Zune and the mumbling bumbling fool told me to email their service center. They were never able to provide me with a number. So I emailed them and they told me, "Oh, sorry, it clearly states on the site what the Zunes are capable of." But the funny part is that even though the product page says compatible with Zune 30, they don't have Zune 30 listed anywhere on their website!

I emailed them and told them this and they couldn't give me a straight answer other than it's listed on the website even though it's not. That and their representative told me the wrong information and when I told their service center this, they asked me for a case number that I was never even given! Then after all of this, they said they'll refund me the money (minus shipping) within 72 hours of receiving the product. It is not good business practice to not refund the shipping for a product they were misleading about. Plus, I had to pay to have it mailed back, even though their site and representative were misleading. Well, I mailed it on the Friday before Memorial Day and they received it last Wednesday, the 27th. I have yet to receive my money and now they're telling me that it'll take them 2-5 business days to "review" the product. Well, today is the 5th business day and nothing has been posted to my account. They've given me nothing but conflicting stories, and after I threatened them with small claims court and told them I have everything documented, they quit answering my questions and just kept saying that all customers complaints will be forwarded to their Zune team. They refuse to answer me.

Oh, and the funny part about the whole thing was they wanted a tracking number from me so I provided them with the number and had signature required and it was signed for and I have that documented. So when they told me I would get my refund "shortly", they asked me for a tracking number to speed up the process when I had already given them that! And I have the email where they verified that they received the tracking number for me and will have my money refunded within 72 hours. So I have now two emails where they've said 72 hours! These people are just ridiculous! So now they have my money and the product! I just checked their website today and they changed their product page. But luckily, I printed up the original one. First it said compatible with Zune 30. Now it just says compatible with all Zunes. And Zune 30 is still not on their page. I don't know what they thought they were accomplishing by doing that, but I have the original printed up so they can't say that it was never on there. Zune has very sneaky and horrible business practices and I refuse and encourage anyone considering them to never ever use them. Also, their online Zune pass is a joke. It was originally $14., and out of nowhere a few months later, decided to charge me $16.38 a month. When I called them, they told me it was state sales tax. When I asked them why they never told me about it, they told me that it was state mandated and they didn't know about it. The state doesn't have access to my banking information unless they decided to give it out without my permission. Be careful of Zune and Microsoft in general. They're a terrible company. The only way it can be resolved is if everyone on here that has already made a complaint or plans on making a complaint writes a petition to get them to change their practices or shut down.

I need a simple answer as to how I could go about repairing a file following their product update.

Their update corrupted my Zune and they've made it so that their online service runs in circles trying to get the consumer to just go away.

The easiest thing to do, and they are more than willing, is to get them to send a UPS box to mail the unit back to them. I don't want to send it back, just fix the file. UGH!

I ordered a Zune and was billed for it over a MONTH ago. I've contacted them no less than 4 times in the last month because it was suppose to be sent at the most 2 weeks later. I still have not received it and they can't give me any date of when it will ship and no guarantee that they will return my money. It's ridiculous business practices and I'm not only upset, but worried I won't get my money.

Instead, the songs are cut short. I would have never purchased this product if I had known how bad it was. I'm going to let everyone I know about this.

I got an 80 gig zune April last year. I had it in my pocket and when i pulled it out the glass on the face was cracked, i looked for the reason and could find none i didn't fall or run into anything so? i submitted an online repair request and added a comment in the (comment box provided) that stated that if the glass was not covered by warranty than please contact me so we can discuss the price and gave my email address. with no response they sent me a box so i mailed it back to the service center it came back in the same condition with a piece of paper that said it was not covered by the warranty! remember the comment box?

yeah its an automated system so the service center primate told me and when i asked the price $80.00 bucks! i was steamed upon request he got his manager who still talked down to me and i had to take the gloves off! this clearly not being the most intellectual group of people proceeded to tell me that i would have to pay $80.00 to have it fixed i asked to talk to the highest labeled person in the BUILDING! this of a rep says hes it! so here i am venting online until i can get the number of an official and believe me i will i will be happy to post it here and hope that it will travel through the universe until someone gets some kickback from Microsoft / Zun !

I'm out $340.oo + tha $80.oo that i'm going to pay for the repair!

I bought 2 ZUNEs for my son and daughter for Christmas 2007. After 11 months of freezing and have to reset and loosing data both ZUNEs went black. I called customer service and was told that only one of the ZUNEs were covered under warrety (unless I could produce a receipt). I told them I thought the battery was dead and they offered to replace it for $119.00!!!!!!

After only a year a product that I paid close to $300.00 for stopped working.

My parents bought me a Zune at the end of 2007, we aren't the family to see this kind of great thing happen often. So I was obviously excited, but the Zune gave me more problems. But being a good sport I stuck with it. But it would constantly freeze, the software eventually wouldn't work on my computer, it eventually became the reason my computer got completely virused up. Luckily I was able to fix the computer. But I stuck with it, keep in mind now it is way past the time for a refund. The software won't work with the computer so I'm dealing with the same songs I could get on there when it did work.

Eventually all my songs were randomly erased from it, and now I couldn't listen to anything. I was lucky enough to get the software to work on another computer, so I got to listen to some songs. So a few weeks ago I'm getting ready to use it, and of course it's giving me trouble. So I restart it and it tells me to contact support, it is completely useless now. It always stays on that screen, it won't go back to normal. I complained to the heads of Wal-Mart but they wont do anything about a refund, getting in touch with Microsoft seems impossible, and I doubt the Wal-Mart I bought it from will give a care. All they want to do is make me send it in and get it fixed.

This thing cost us nearly 300 dollars, I don't want this omen of a device in my life anymore. I know people who have had Ipods for years without any problems, this thing didn't make it two weeks before it started sucking. This was my huge 2007 Christmas gift, it saddens me to see that I can't use this anymore, and that I can't return something that shouldn't have been sold in the first place. Wal-Mart is a billion dollar company, all I want is my money back.

I purchased a 120GB Zune on 2/13/09. Within a week, the device froze up and would not work. I had to research online how to fix it and was able to get it working again. A week later, it froze again with an error code 5. I spent several hours trying to figure out how to get it working again to no avail. Finally, I was able to talk to an agent at Zune. She informed me that it had a fatal error and needed to be sent in for repair.

In the meantime, I am paying a monthly subscription to Zune. I requested to send the device back for a full refund. She told me that they could not make a refund. I have had the item for less than a month and am not happy with it. Before I purchased it, there was nothing said about never being able to return a product that you are not happy with. This seems like a major scam.

There was no physical damage done to the Zune. I will bet money that they will not repair it, but send it back unrepaired, and then still refuse to refund my money.

I purchased my 30 GB Zune two years ago with the docking accessory for a total of $370.00. My main reason was the memory size, screen size and features. I have ripped my entire music collection onto my computer and my Zune was able to hold about half my music. Also being able to carry around my digital photos to show friends and family was awesome. Up til about a week ago I had no problem. About a week ago I noticed my Zune was frozen on the start up screen. I did some searches on the internet and found a youtube video that shows to disconnect the battery and reconnect it and the problem should be resolved. I understand that opening up my Zune would void my warranty but my Zune was over 2 years old; I wasn't that worried about my warranty at that point.

After disconnecting my Zune and reconnecting it, my Zune would not start up. I figured after two years the battery may be old and needs to be replaced. When calling Zune support, they informed me that I voided the warranty opening my Zune and that it would cost me $129.00 to have them fix it. I only wanted a replacement battery. They told me they did not sell replacement batteries. I asked to speak to a supervisor and after waiting about 20 minutes, the supervisor told me there was nothing they could do for me except fixing it for me for $129.00.

I did a search on the internet for a Zune battery and found one on eBay for $5.00. Bought it and when I received it and put it in my Zune, my Zune powered up and worked as normal. But, it would not sync with my computer and would not be able to charge. By this point, my patience level has hit an end have conceded I now have a $260.00 paper weight and $110.00 worthless docking station. No one should have to go through all of this after spending $260.00 on an MP3 player that's only 2 years old.

The customer service support I received from Microsoft was poor and the quality of their products makes me second guess ever purchasing a product from them again in the future. I am now looking into purchasing a cell phone with the same features. The closest thing I found was the LG Versa which holds pictures, plays videos and has MP3 player. The Versa can hold up to 16 GB of memory which is about half my Zune but I've had my current LG phone now for 2 years and it has never given me a problem.

I purchase some points using the Zune site interface and it charged it to the wrong credit card. I called Zune up and told them that the system made an error and to please charge the correct card. They said basically oh well to bad our system messed up we already got your money tough luck. They gave the same answer when unauthorized charges on my Play Station. How can a company get away with this.

The charge was made on a card that i was not to use per agreement with my bank in order to keep a low interest rate of 11.4%. due to that 5.00 charge the agreement was broken and the rate returned to 24%. I will have tough time paying now if at all.

I purchase some points using the Zune site interface and it charged it to the wrong credit card. I called Zune up and told them that the system made an error and to please charge the correct card. They said basically oh well to bad our system messed up we already got your money tough luck. They gave the same answer when unauthorized charges on my Play Station. How can a company get away with this.

The charge was made on a card that i was not to use per agreement with my bank in order to keep a low interest rate of 11.4%. due to that 5.00 charge the agreement was broken and the rate returned to 24%. I will have tough time paying now if at all.

I received the Pink Zune as a birthday gift. I used it about 4 times and when I went to turn it on one day it didn't turn on. I called technical support we went through a series of things but nothing worked, it never turned on. So she requested I mail the zune.

I mailed the zune and in 3 weeks they returned the same exact zune, claiming that the LCD is damaged. I called again and they claim that the LCD is damaged and that is not covered under the warranty. The zune is BRAND NEW, no scratch nothing is damaged - how on earth can the LCD be damaged, I don't understand. So, now I'm stuck with a Nice Pink Zune -- that doesn't turn on!

I have had my Zune for just over a year now and all of the sudden it just wouldn't turn on. I called up their help hotline and the representative ran me through a bunch of tests and reset options and none of them worked. At this point he told me that the Zune was out of warranty and that I would have to pay $129 to get it fixed! That is almost as much as I paid for the unit! This problem is a big problem with Zune products and I know numerous people that have had this happen. I think that if Microsoft is not willing to stand behind their product the customers who bought their junk should be compensated in some way.

I have a $150 paper weight, not including the $50 worth of accesories that I bought for it.

I strongly urge anyone considering the purchase of any Zune item to reconsider. I, like everyone else, have experienced nothing but problems. My 30GB Zune continually freezes, and I have to wait for the battery to die before I can recharge the machine and try to play music again. This cycle continues, and I have been unable to use my Zune for several months. I've even gone as far as sending my player back for a repair, which wasn't possible. Instead, I received a new Zune, which also freezes up constantly.

The product is a joke, the offshore Zune support line is a joke, and in my opinion, anything with a Microsoft label is a joke. Don't make the same mistake...stay FAR AWAY from the Zune. I paid $150 for my Zune, and I have been unable to use the item for several months. I've also lost several hours trying to communicate to the offshore Zune support line, which has been no help at all.

I am so irritated with Microsoft right now I could scream. I bought a Zune and I have had to take it back now 3 times. (It wouldnt turn on) This last time however I could not take it back to the store that I purchased it at because it was past their return date so I had to send it directly to Microsoft and that is where the irritation began.

There website is never updated with the status, the people that you call and talk to do not speak english very well and here I am almost 3 weeks later and my husband had to drive to the Fedex facility because I guess they don't think anyone works anymore. Microsoft made it so there was a signature required for delivery but Fedex kept trying to deliver it at 12:30 in the afternoon. Not sure who is exactly home at that time! I can honestly say I am going to be really cautious the next time I purchase anything with the Microsft tag!

First off I bought a Zune three years ago and it freezes ALL the time. I spent three hundred dollars on it. I just connot seem to get any support to fix it. My songs freeze ALL the time on my XBOX and just listening to it but costomer support will not do anything about it. My HP computer I bought in June 2008 also has problems with such things as my hotmail account asks me to give permission to things I have no idea about and freezes up. I also bought an XBOX that doesent seem to be compatable with the ZUNE because IT also seems to FREEZE up also ALL the time.

My ZUNE's screen has some kind of glitch that messes up the screen, AGAIN, and it is just frustrating me! I must have spent over $2000 on all of my equiptment, which I worked very hard for and I had no idea that these products had these many problems with! Vista is always confronting me with problems with other programs, Zune and XBOX! I'm so tired of it!

Over $2000 dollars I have spent trying to have a great technological experience with and I feel I have been ripped off trying to figure out how to keep up with my components, calling support that is all automated with no progress!

I set my son up with a monthly zune pass for 14.99 each month. He ran into some problems and created a second account without realizing that we would now have two accounts for the one Zune player and be double billed. In addition and my biggest complaint - we are unable to remove my credit card from either account! You can only add a new credit card, not remove an existing card - as verified by Quincy in my 1 hour phone conversation. This should be a crime and I can't believe the company can get away with this.

I am in the first billing period of Microsoft Zune's online service called Zune Pass. They have double billed my account for one month of service. This is my first month of service, not my second or third. This is a error that is irresponsible in the least, and potentially a unethical business practice. I am not able to get ahold of Microsoft, they have made it difficult to contact their support.

Their phone hours of operation are inconvient, and they do not provide email or online chat support. I have never had any other online retailer double bill my debit card. I am going to contest this as a unauthorized charge through the card provider if their support cannot resolve the issue in a timely and convient manner once I make numerous attempts to contact them.

Double the price for service. Lost time that I could have been spending with my 5 month old child.

I bought a 120 GB Zune mp3 player on January 18, 2009. This product cost $250. After about 6 days of good use on January 25, 2009 I decided to put more songs on my Zune. The battery was out so I plugged it in. I got nothing so I i tried to reset it and nothing. So I left it plugged in. Just a few moments later it lights up and the LCD screen is cracked in web form outwards up throughout the screen from where the main scrolling button is on the product. The screen is all black excluding the white cracks. There are no outside dents or scratches. I took very good care of this Zune, and just in a weeks time of pushing a button the screen is destroyed.

I called Zune and they said there is nothing they can do. It's cracked so you void the warranty So because this device was faulty I void the warranty. They did not offer to repair or replace my Zune. They pretty much told me, It's your problem now. So I have to find someone to repair it, or I have a shinny $250 plastic paper weight. So after all of this, even asking Best Buy to replace it having not passed 15 days I have nothing. And all I can say is I should have went with the $250 Apple IPod 120 GB.

I purchased 4 - 120GB Zunes in Alberta, Canada as Christmas presents for our children. The reason I purchased a Zune and not an IPod was the Zune pass. Little did I know that they don't offer that service to Canadians as of yet. I spoke with Zune and they have no idea when the service will be available. I can't put any digital copies that come with movie purchase on my Zune and I can't access the Zune pass. When I spoke with customer service they said I could still rip cds and put them on the Zune. I ALREADY had a cheap MP3 player that I could rip music onto. Huge disappointment for me and my children.

The service is a joke and the player is a waste of money for anyone who lives outside the United States. I wish I had bought an Ipod. If I had been made aware of the fact that I couldn't access something they advertise for everyone I NEVER would have bought a Zune. The pass was the reason I bought them. I was tired of paying for a full cd of music that we didn't like. I wanted the option of downloading individual songs. Nobody at Best Buy tells you that you can't fully utilize the system and Zune just doesn't give you the option. I am absolutely disgusted with the service and the attitude that its not that big a deal and to just wait it out. I didn't buy it to wait it out.

I wasted $1000.00 on 4 - 120GB of video and mp3 playback. I could have just kept the ones I had or gotten an Ipod and bought music from Itunes.

U.S. Forces Overseas Not Supported By Zune On 31 Dec 2008 at 2pm Japan time both my 30 gig Zunes froze like everyone else did. My sons screen cracked and now the battery will not stay charged due to it over heating on that day. Mine will no longer allow me to download anything to it, I have reinstalled there software and reset my Zune but nothing happens. So on 15 Jan Japan time I contacted Zune for help. I was informed they will only support those customers that purchase there Zune in the U.S.A. As I tried to explain that the zunes were bought at the Army Air Force Exchange Service and they went on to tell me that they will not support anyone at an APO AP adders.

To rap this up Zune will not support Overseas Government Service Men/Women or Employees with the U.S. Postal Serves using any of their secure mailing they have and who bought there zunes though the Army Air Force Exchange Services. One zune has a cracked screen and bad battery , mine will not work at all

Well it looks like I am not the only person that microsoft has ripped out! My 30g Zune froze because of microsofts big New Years Eve glich and I finally got it working again with their update but now it freezes all the time. I can maybe listen to 10 songs before it freezes and if a want to scroll to another song forget about it, it freezes. My Zune worked fine before the microsoft glich. Now they say they wont fix it because it is out of warranty but this is not a warranty issue.

Microsoft should be held responsible for this issue and any issue that arises because of it. If I had known that my Zune would be useless in 2 years from when I bought it I would have bought an IPOD! I no longer like this company and will not buy another product from them including computer software. Apple should thank Microsoft for [being] so bad because now that is all I will use and I am sure that I am not alone!

I paid 289.00 for the Zune and paid another 160.00 in accessories. Now if I want to be able to use my Zune to its full capacity I will have to pay another 200.00. If I scrap the Zune and get an IPOD it will cost me about 250.00 + the cost of accessories.

I bought 30g Zune 07/18/08 Brand new at fred meyers. I quit working so I called support first they told me it was out of warrenty, So I insisted it wasn't they then told me I would get a box in the mail. Which I did 12/20/08, I put the unworking but not broken zune in the box and fed ex back. Haveing not heard a word from them, 01/12/09 I called... was put on hold while they found me in system and I was then told it was cracked they took pictures and are sending it back to me!!!! 200 + dollars for nothing!!! They won't do anything about it and I guess I am just out the money on another microsoft product!!!

I have 30gb zune.The problem with my zune, is that whenever i'm listening to it on my bike it automatically shuts down after 5-6minutes.earlier i thought my zune must be a fake one, but even i encountered the same problem like the other devices on 31st of dec, which i read that only the original devices will face the problem. there are no service station around my city, so i request you to please help me out on this. i have bought it from indiatimes.com

I have a Zune 30. I had updated it's software in November. It was working well and even in the afternoon today (31/12/2008). i wanted to use it for the new year party, but when i turned it on it was booting and got stuck with the process bar at the end yet complete. no keys working...just stuck. it has been really a headache while i was installing it's software and trying to learn how to use the software. i somehow learned and now it's dead

i am not able to find a service centre in india. i need some assistance in finding out a place to get it repaired

I have a Zune 30. I had updated it's software in November. It was working well and even in the afternoon today (31/12/2008). i wanted to use it for the new year party, but when i turned it on it was booting and got stuck with the process bar at the end yet complete. no keys working...just stuck. it has been really a headache while i was installing it's software and trying to learn how to use the software. i somehow learned and now it's dead :(

I bought a zune for my boyfriend and he was very happy with it. Unfortunately, eight months later the zune froze and we couldn't get it to work. We spoke to a customer service rep (non-American), who took us through a step by step process to restart it. Unfortunately, nothing worked. The customer service rep told me I had to return it to their service center. They would take a look and it if they couldn't fix it, they would send me a new one.

First step was for Zune to send me a box, which I was suppose to receive in 3-5 days. I should of known right there because it took 10 days for me to get the box. Then they said I should receive either my fixed zune or a replacement zune in 10-15 business days. To my surprise, that was in October 2008, it is now December and I still have not received my zune. I have called them approximately every 3-5 days since the 15 day mark. They have given me every excuse possible.

First it was that they had to send it to China to get it engraved because my Zune original was engraved. They said they have to send me the exact same product I sent them. Then a few times I called and they basically told me they didn't know why I had not received it but it was still in China. They even asked me to send zune originals an email. I sent two emails and no repsonse.

I have kept calling customer service and now they keep telling me they have their research team on my case and that someone will call me at home to tell me the status. They have told me this twice now in the past 3 weeks and no one has yet to call me. I am so fed up with them already, but I don't know what else to do anymore.

I feel bad for my poor boyfriend because he hasn't had a MP3 player in months now. He can't listen to music on his commute home, during his work out, or at anytime for that matter. I should of known better and just gotten him an ipod.

I purchased a zune for my son last year for Christmas. I also purchase a extended two year warranty from office max (which did no good since they only cover damage or repair after the manufacture warranty expires). Over the past year we have had numerous problems and have returned the zune three times and have received three reconditioned zunes in return.

Needless to say I have spent numerous hours on hold and talking with customer support that I had to repeat and re-explain details over and over again! (LOL buy American if they have U.S. customer support!) This time I was told I was sent to the highest Level after 45 minutes on hold and once there told within a minute that he was aware of the problem and I would be called soon with the answer to my problem. I asked to talk to the next higher level of support and he stated that he could give me an address to their legal department!

Loss of over $200.00 and twice that in my time!

I purchased an 80 GB Zune for my son last Christmas, 2007. After he had the Zune for about 3 weeks he dropped it from about 2 feet and the screen cracked. I contacted Microsoft Zune and they said they couldn't help me since the warranty was voided. I understood that they weren't going to repair or exchange the Zune, I just wanted a referral to have it fixed. The best they could offer was to go to msn and search for Zune repair!

After doing this we sent the Zune in February to a repair center we found on the internet. They were able to fix the screen but now it wouldn't boot up! They said now that it needs a new mother board (it was working fine when sent to them except for the cracked screen). Finally, I had them return it in August and sent it to another repair facility off the internet. After another 4 months, they were still waiting for motherboards to arrive from China. In frustration, I wrote a letter to Microsoft and was called back by someone in Asia (not in Washington state where I sent the letter to) and they again repeated they could not help me. After going around and around with them, they said there is nothing they can do to help me in referring me to a reputable place to fix this.

Right now I have paid for over $250 for the original Zune plus repairs that didn't happen and it's close to a year later and my son still doesn't have his present from last year which was his only gift due to the expense. I'm extremely dissatified with the service I received from Microsoft. If they're going to put a product out for consumers to purchase, they should have sufficient customer service/repair service available.

I bought a customized 80gb Zune for my son earlier this year. All was good for a few months so I decided I would buy the smaller one for myself. Mine charged up once and I listened to it one time and then never worked again. Just never charged and was completely dead. I was bummed but too busy to do anything about it so it just sat. A few months later, bam, my sons has stopped working for no apparent reason.

After reading so many horror stories I'm not sure I want to waste my time trying to get these fixed but this is a HUGE financial loss and I am EXTREMELY disappointed and will NOT recommend this product to anyone. I'm sure I'm looking at about $600 completely down the drain.

I purchased a Zune this past Christmas. Right out of the box, installed the software, connected the device. My computer refused to read it. I called customer support (non Americans that you can hardly understand) and I was constantly put on hold. They tell me it's my computer's usb port not the Zune. (my pc was brand new, btw) So I take it to my mom's house and the same thing.

I call Zune again, it's her pc's fault now, nothing they can do. I tried to return it to Best Buy saying it was damaged when I purchased it, they won't take it back since I opened it. I go home frustrated and my fiance tries to figure it out. His ipod, my son's ipod, even my daughter's barbie mp3 all work. But no, not the brand new Zune!

I call customer service yet again and this time, I am truly upset. They give me the it's you, not us crud and I refuse to accept that. Finally, they agree to send me another. To make this horribly long story a tad shorter, I waited 3 months with promises that it was on it's way. I finally received one that was not the color I had originally purchased (I had the limited edition pink one, they sent me a brown one). Okay, I can deal with that reluctantly.

As for the Zune itself, I do like it. And up until today as a matter of fact, I had the Zune Pass. Why did I cancel the service? Twice they have double billed my bank account. And this time, instead of billing me on the 26th of the month like usual, they bill me on the 10th. I didn't have the money to cover it. Their response, your anniversary date is the 10th, not the day you start service.

They won't refund me nor do they care. It would be a lot easier if I could actually understand what they are saying. Some of them speak with such a think accent that it's frustrating. And they don't seem to understand you either. I kept having to clarify everything I was saying. If Microsoft thinks it's okay to save money by using customer support by other countries, they are clearly not thinking of the consequences that it causes for American customers. And they've just lost one. I know that sounds hateful but if you can't understand what each other is saying, how can the problem be fixed? All in all, your Zune may or may not work, you may or may not get it fixed in a timely manner, and you most definitely won't get a great customer support.

Consequences-they billed me too early, my bank account didn't have the funds to cover it. I am now negative and they tell me that basically, they had a right to charge me on that day although their reason made no sense. They refuse to refund my money. I am fighting it with the bank.

i purchased a zune mp3 player several months ago, i ask about the cd disk that downloads the info so the computer will reconize the player, their response was they dont supply those any longer, but just go to the web-site enclosed in the box,

upon doing that i was then told to put my credit card number in the site which there was a charge of 49.95 charge to proceed with the download, i spent sevaral hours trying to get my zune device to work, then a few weeks later my bank account was again charged an additonal 49.95, still the device did not respond, so i then went too the custormer counter to explain my problem, i just wanted to return the player when they said i would have to call microsof,

i called the number they provied, it was just an automated response, im in a wheelchair an have alot of on going health problems, i have since been hospitalised since, still i have received no reponse, im hoping you can help me please

i paid a computer tech to come to my home, he spent sevaral hours, still the device does not work which cost me an additional 100.00, so now im out 200.00 dollars plus the price of the zune device, i purchased this at walmart in overland prk ks walmart on 119 street

I purchased a Zune in September from an online retailer. I waited to use it until October because I wanted to get all my CDs burned to my computer, so unfortunately I was past the 90 day waiting period to return to the retailer when I finally went to connect it to my computer and load it up with songs and received an error code. I went to the Zune site and followed the directions they provided without success, so I opened a help ticket to return it at no charge for repair. I was quite annoyed that I had to get it repaired right out of the box, but was surprised how easy they made it to return it.

However, when they sent it back to me FedEx delivered it on my doorstep without a signature where it was presumed to have been subsequently stolen since it was not there when I got home from work. FedEx claimed that Microsoft did not require a signature and Zune support told me they always require a signature. They made call FedEx (BTW - I made him stay on hold the entire time while I called them) and get a claim number on their behalf! Then, the person I initially talked to at Zune escalated my case to a senior person who proceeded to tell me that someone would contact me soon after they contacted FedEx to pursue the claim. Not pleased at this news, I pinned him down to a supposed 5-7 business day waiting period and then asked to speak to a supervisor about my dissatisfaction with my product and service experience. I was told that he was the highest support level available for me to speak with directly and that if I wanted to file a complaint I would have to do it in writing to Microsoft's legal department. I asked him where he was located if not at Microsoft and was told he couldn't give me that information (not even the country!).

I am now without a Zune and seemingly have no immediate recourse for getting my money back ($230). I plan to contact my lawyer and find out what my rights are, if any.

I Purchased a 30gb Zune mp3 player in Dec. 07 from Best Buy w/ Extended warranty. I also bought all the accessories. That were on the market Two days before christmas, the screen cracked while sitting in the charger. The day after Xmas, i took my Zune Back to Best Buy where i was told, that my cracked screen voided my warranty and they would not help me.

I called Microsoft three times that same day. I was told I was out of luck. The cracked screen voided the warranty. I went to Best Buy and called Microsoft every day for a month. I emailed my complaint to Best Buy Corporate and Microsoft. I basically wasted my money on [bad] product and an even [worse] warranty

bought a zune mp3 player. been dealing with it's inability to sync ever since it's upgrade of it's firmware through the zune sync software. immediately after update it was unable to snyc. spend countless hours with support and they claim that it is hardware related and because of my patients over the months I'm not out of the warranty period. I find way too many people on the blog and internet sites with the very same problem.

I am out of an mp3 player that i paid $350 for and have music of a proprietary format worth $400 that i cannot play or enjoy.

I have 3 sons and they all recieved microsoft zunes ( 2 30gb & 1 8gb) at diffrent times earlier this year for their birthdays. All three of theses mp3 players are now broken. All three of them just stopped working after being recharged. They were gift put from Family memebers who told me were two purchased from Best Buy and one from Costco.

When I tried to return them to these stores because it has not been quite a year both store told I had to return them to company and not there store. I them called the tech support to find how to send them back and each time I was told they won't fix them or replace them. These are very expense and something needs to be done to stop people from being ripped off and now my sons are out of very expense birthday gifts.

Microsoft Zune mp3 players stopped working after being recharged. The screen and sound-Nothing works.

VERY POOR customer service. Unavailability of songs, albums, and unfriendly help services. VERY SLOW and poor service. I was treated unfairly even with multiple credits pre-purchased. I wasn't offered a refund and was told to [expletive] when I asked for further explaination of why services weren't available!

Purchased a 30Gb Zune for my daughter on 11/27/2007 from Best Buy with a two year replacement warranty. 11 months later, she put the zune on the computer to charge and sync it up like she does normally, and woke up to a cracked lcd. I tried to return it to Best Buy, and they said that it was impact damage and would not be covered. I was told to contact Microsoft to try to have them repair it, and they told me that they would not. There is absolutely no physical damage to the outside of the player, and could only be caused by an internal fault.

After pleading my case to the customer service at Zune, they still brushed me off. I feel cheated. How can they continue to market this defective piece of garbage. I was truely appalled when the third supervisor that I talked to told me to have it repaired at my own expense. At one point, they told me that overcharging the zune could cause some problems and this information was available at Zune [website], but I looked in the owner's manual at it didn't have any warnings about that.

There should be a class action law suit and recall of the these original zunes. I should have bought a different player for my daughter. Original purchase price of $99.99 plus 12.99 warranty that I can't use, and tax. Not to mention about 4 hours of my time to plead my case to both Best Buy and Microsoft.

My son's lcd cracked after 2 months without being dropped.

We are out $179 for a zune that worked for 2 months. We would just like to get it repaired.

I went to future shop with an ipod that i had purchased and had for over a year. the teck at future shop told the the battery was wrecked and it would cost over $200 dollars to fix, instead of paying to fix my ipod he talked me into buying a zune.

The zune with the extra year warranty cost me over $400 dollars which was all right the tech told me with the warranty i had if anything happened to my zune it would be covered, well i had the zune for 33 days and it was charging on my computer, it fell 3 feet from my computer desk to the floor and the protective case cracked the screen. u can actually see where it cracked from the case it was in and i took it back there and they said that the warranty even the exteneded warranty did not cover phyiscal damage. how ever the tech that sold it to me did not tell me that he said if anything happens its covered.

now im out $400 dollars i have a family 1 son and 1 unborn child, i can not afford to waste money like that and the guy had lied to me because the ipod i had takin in there and he told me it was wrecked was actually not wrecked. my girlfriend charded it 3 days after i bought the zune and it worked fine but i liked the zune so much i decided to keep it. How ever if i had known that it was so cheaply made and the protective case which should protect it would break from falling such a short distance on lynolium flooring i would not have bought it

The Zune player cuts off pieces of music such as Pink Floyd and Genesis. This really sucks, when you are listening to music and the piece gets cut off. Is there any way to fix this problem on Zune. I feel like I've been cheated by Microsoft.

The Zune product was advertized with a durable glass screen but they break when simply putting the cable in. Do not buy any of these Zune products. They are on the buyer beware for Tennessee. Most of these products are purchased by kids. The broken glass could harm them and the company takes advantage of them because they are less likely to report this scam.

I bought my daughter a 30gb Zune for Christmas. She used it for about 3 months when the internal screen cracked for no reason. The zune will not turn on at all now. I contacted Microsoft and was told that a cracked screen automatically voided the warranty and I would need to go search online for a repair place and pay to have it repaired. Basically I am out $200 for a product that lasted 3 months. I did some research and see that this is a common problem. Microsoft is a huge company that can afford to either fix the devices or replace them. I cannot afford to buy another mp3 player for my daughter.

I purchased a Zune on 12/20/07 for my daughter for x-mas and it was stolen. I called the product care plan and they were not able to help me because it was stolen. I have been trying to get in touch with the manufacturer, but I always get a busy signal. I am going to file a police report but my question is can it be replaced. I paid 147.88 for the Zune plus insurance which cost me 17.88 for the 2yr svc plan totaling up to 174.63. CAN ANYTHING BE DONE. My daughter is really hurt. It was stolen at the movie theater.

I bought a 30gb Microsoft Zune 12/15/07 from Target. A few weeks ago the LCD screen (inside)appeared with a spiderweb crack for no reason. The unit was not dropped and does not have a scratch on it. I called Microsoft and they said they do not cover this because it is due to miscare of the zune.

I had also bought an extended warranty from Target which was supposed to cover everything but when I called the Target repair number they said they would not cover it. Then I went online to see about getting the lcd screen repaired and literally found hundreds of complaints about the lcd screen on the 30gb zune cracked for no reason.

My zune is less than a year old. It cost me $234.32 which includes tax. I just want Microsoft to fix the Zune or replace it. I did NOTHING to cause the damage. Apparently from all the complaints I read, it is a manufacturer's defect and a company like Microsoft should own up and stand behind their products.

Bought daughter 30 GB pink Zune for Christmas. Was her prized possession but the screen was cracked from the inside one day when she checked it. After much research found that this is not a unique problem. Decided to save myself the headache of contacting Microsoft and found a new screen online at E-Bay for $45 and a video online on how to replace the screen. Pretty easy if you are somewhat mechanically inclined.

The new screen works great but I need to redo the computer connection or something since it won't work. Tried reboots, clearing memory, etc. and nothing has worked yet but I am determined to beat Microsoft. I urge anyone with a cracked screen to explore their options instead of throwing it in the trash. At the very least you can sell it to someone willing to replace the screen. Good luck.

My daughter really wanted some kind of mp3 player for christmas 2007 and after reviewing the zune and ipod decided that we would stick to microsoft (since we have found them in the past to be reliable) and get her a Zune. On Christmas my daugher opened her zune and began charging the zune so she coudl use it to listen to her music while she worked out. The next day when she woke up to use her zune she unplugged it from chargine and went to turn it on, however, the only thing that would appear was a big exlamation mark. We called zune and explained the problem to them and spent over an hour on the phone as they explained that I must've not charged the Zune long enough although it had been charging for hours.

After an hour on the phone and then hours uploading new software onto the computer and zune the zune still would not turn on so she could listen to music. More hours were spent on the phone and the product still wouldn't work. I decided to take the Zune back to Radio Shack where we bought the Zune (along with the original recept and only 20 days after the purchase date) only to find that they coudl not replace the zune and could not refund us our money! We got back onto the phone and a box was finally shipped to us to send in for repair. WHen receiving the Zune back in January my daughter didn't receive her green zune back, yet received a navy blue zune in the mail that said refurbished on teh back.

So I paid $250 some dollars for a zune she never used to receive some refurbished one back in the mail a month later. My daughter loaded her music onto her zune and began using the zune for a few weeks while she worked out when again teh zune shut off adn would not go past a exclamation point screen. We got back on the phone with zune where we spent multiple nights and hours calling multiple zune numbers and talking to 5-6 different people who kept telling us the same steps over and over and then transferring us to numbers who then would transfer us back.

We went in circles on the phone until I finally asked to speak with a manager about the problem. After speaking to the manager the conclusion which was established was that I was now going to have to send back in the zune to receive only ANOTHER refurbished one and not get an extension to the warranty when it has been almost 6 months that my daughter has had the zune yet only worked for about 1 month. Zune refuses to give me my money back, Radio Shack refuses to give me my money back (that was established in Dec!), Zune refuses to extend my warrany, and Zune refuses to send me a brand new zune! So basically I have thrown $250 dollars down the toilet beacuse Zune doesn't seem to care about a consumer at all.

I spent hours trying to get my Zune after the update they required months ago to let me into Marketplace to sync and or let me get music. I spent over 4 hours on 2 phone calls. One of the ladies could hardly speak english. The next lady tried multiple resets, configurations, drm resets, with nothing corrected. So tonight Michael calls me back, I asked if they had the fix he advised the had steps to try.

I advised I had wasted enough time trying they have the fix, I advise I would give him 1/2 an hour, that would not work. I asked him what his fix was and he got to step 5 and I advised him that all of that has been attempted twice, did he not read the notes. He assured me he had but he was sure it would work this time but would take serveral hours. I declined to waste any more time and will be kicking, sceaming to Mircosoft until, they A either fix the problem without wasting my time or give me my moneyback.

I lost everything in flooding July first 2007, I mean the water went over my roof... I replace everything with Microsoft products so I would not have the conflicts with products and software. New computer with XP 900.00, Zune 300.00, One Care protection 40.00, 14.99 a month since September for the subscription. I use the Zune as my stero, through my surround sound, no music in my house. I now feel very cheated by Microsoft. I believe they know they have problems and can not address them so they don't. And they are so big no one can make them.

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.

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

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.

I called them AGAIN only to be told that they wont fix it because i didnt take it to an authorized zune repair place and the warranty was voided because of the broken screen. UNBELIEVABLE! in total we spent 600 dollars on these and this is what we get for it! Microsoft should be ashamed! In total with the price of the two zunes and repair and shipping of the new screens we spent over 800 dollars and mine still doesnt work!

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.

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.

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.

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.

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.

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.

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.

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 .

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.

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.

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.

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.

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.

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.

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.

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.

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.