Update 2 (Final):
So my friends, I can finally report the final outcome of this wonderfully fun process... So Microsoft sent me another Halo 3 Zune back on Dec 5th. Microsoft decided to overnight me this package via UPS and updated the Zune web site with the tracking number. When I looked up the tracking number on the UPS site, it showed that the billing information was received, but the item had never been shipped. 4 Weeks the UPS site showed tracking information received, but not delivered. Finally, in the middle of January, both the Zune web site and UPS showed the package was delivered on Dec 6th. One problem: I never got it!
So now I had to get someone involved again from Zune to figure out where the package was and why I didn't have it. I spare you the details, but Microsoft had to file a claim with UPS to get the Zune replaced from the Insurance. Fast forward to March. I am still awaiting my Zune from December and I still don't have it. I start calling Zune again to find out why after so many months that I don't have my Zune. Finally, Microsoft calls me with the tracking number of another overnighted Zune shipped via FedEx. Microsoft called at 11:30am and the Zune should have been to my house at 10:30am for overnight service. Needless to say, I was worried about where this was going. Sure enough, the FedEx driver delivered my Zune to the wrong address. I called Zune and FedEx to try to get my Zune back and by the end of the day, I finally had a very nicely restored Halo 3 Zune! Yeah!
Now, I was going to post this last week and say that my experience was finally over and that I am never taking the Halo3 Zune out of the box again, but today, I received a refurbished 80GB Zune from the same FedEx driver that delivered my Zune to the wrong address last week. He personally apologized and explained that because of severe weather that we had the night before, all shipments were very late and he just made an honest mistake. So this 80GB Zune doesn't have a note attached to it except for the refurbished instructions. So I have in my hands a $450 80GB Zune 2 and I don't want to give it back... But anyone that knows me will tell you that I am excessively honest and I (of course) called Microsoft to find out how to return the Zune as it must be a mistake... After getting a hold of Zune Level 2 support, we had to verify the serial number of the 80gb device to try to figure out why I had it in my hands. The level 1 support person told me that I would have to return it, but he couldn't help me so, here I am on the phone with level 2 and they finally tell me that Microsoft felt badly for my overall experience and that this Zune was to satisfy any hard feelings that I may have. Needless to say, I was very happy. I now have a 3rd Zune to use and can leave my Halo 3 Zune in the box and the new Zune has a 1 year warranty on it and is an 80GB Zune 2! I'll tell you what, I said from the beginning that I liked my Zune's, but now I won't trade them for anything! Microsoft really delivered on my original problem and set out to make sure I was very happy with the outcome... I certainly am happy with the outcome and Microsoft's overall support in this matter.
I certainly don't think I would have been treated this well from any other manufacture on the market today....
Update 1:
I just got off the phone with a Microsoft rep that heard about my case from the my Blog here! Anyway, they are going to replace my Dog Chewed Halo 3 Zune with another that will hopefully not be as beat up as the last one I just got. I don't know how long this process will take, but I will keep you posted....
Gary
P.S. I did get aback a Halo 3 Zune the first time, it was just so chewed up from a dog, that it wasn't really worth anything... I guess I wasn't real clear about that and that's how I know Microsoft had gotten the information from my blog... Thanks again to those that contacted Microsoft about the issue.
Here is the original posting:
So, I should start by saying that I do like my Zunes, but I have an issue with Support that I cannot let pass.
I purchased the Zune Halo 3 Edition and use it as my docked desktop digital music player. This device does not leave my desk and is in pristine condition and then the hard drive died. I called Zune support and after a 2 hour talk with level 1 support, I finally asked to speak with level 2. Once I got to level 2 support, I had the RMA setup in 10 minutes. Support mentioned that a box would arrive to ship my Zune back to support. When the box arrived, I packed up my Zune and sent it back.
Flash forward to today (2 weeks later) and UPS delivers my Zune back to me. I open the box ready to use my player again after 2 weeks and the case is damaged in 9 places. So I called support to ask for level 2 and once I got there (after 15 minutes wait) level 2 informed me that Microsoft does not guaranty that the device that comes back will be the one sent in, nor do they warranty the condition of the device. They only guaranty that the device will work. They would open a case with Microsoft directly and Microsoft MAY contact me if they decide to do anything about the problem.
So here is the situation I am in today.... I have a collector's item that went from being worth something to the repair process making my device worth nothing....
Now, I just have a Zune not a Halo 3 Zune worth something... If Microsoft sees fit to deny my request to replace my Zune in the condition it left, then I don't see any other option than to sell both of my Zunes and go back to Apple....
What are your thoughts? I don't know what else to do, but impact Microsoft's bottom line by removing my business from their product and to tell every one of the same...