The Dead Zune Saga cont’d

Posted on January 2, 2008 No Comments

So far, Zune support doesn’t suck. What a pleasant surprise!

For those following along from home, we had a Zune problem (where problem = dead) at our house this week. We contacted the folks at woot to see if they could help and they referred us to Microsoft. Seems our refurb. unit has a one year warranty.

I’ll be honest, I hate making phone calls to support numbers. Almost always, regardless of what I say I’ve already done and researched, they make me follow a script. Tediously and laboriously all the while treating me like a feeble idiot. And not to be politically incorrect, but oftentimes that’s made a bit more difficult as the person scripting me is likely out-sourced somewhere far far away and (dare I say it?) we might have communication issues due to “differing ways of speaking English.”

Man, that last sentence doesn’t read very tolerantly. Apologies if you’re offended — that was not the intent.

That was not the case with my call to Zune support.

My call to them took about 10 minutes total. No hold time and I got a rep right away. He prompted me for registration info, had me try a few things and even listened (and adapted) when I told him what I’d done, tried and read already on the site. After about seven minutes he agreed that the unit was toast and setup the exchange process. Nice guy, efficient and pleasant to work with.

So, now we wait for the return carton that’s being shipped our way. In approximately 20 (business) days we’ll have a fixed or replaced unit returned. Here’s hoping it goes smoothly.

Tags: microsoft, support, zune