Complain about a product or service

Microsoft Zune

Jordan of Boston, MA November 6, 2007

Jordan of Boston MA (11/06/07)
An issue has arisen with my Zune mp3 player. The internal LCD screen has cracked randomly, a problem which upon further research has happened to many others as well. I believe the issue stems from a battery issue, as there is visible battery leakage within the cracked area of the screen. This has been in no way shape or form a result of my mishandling. I believe rather the problem stems from faulty manufacturing because many have experienced with the issue. Zune Customer Service responds to my issue with telling me the screen is cracked; therefore, they cannot deal with the issue because that is not within the warranty. Thing is, the battery is the cause of the screen cracking in the first place. All I am asking for is Microsoft to repair or replace my product with no additional cost. I've spent enough time, energy, and money working towards the resolution of this issue.

Economically, I've been cheated out of a 250 product. Emotionally, I feel both insulted that they've tried to undermine my intelligence and cheat me out of repairing my product.

Anna of Milford, ME October 2, 2007

Anna P of Milford ME (10/02/07)
My daughter received a Zune as a prize on Sept. 11. On Sept. 26, she was charging it and when she went back to get it, the LCD screen was severely cracked. I made several calls to the Zune customer service number and was repeatedly told that the screen was not covered under warranty and that they would not repair it, even at my own cost. When I took it to several local electronic places, I was repeatedly told that they could not repair Microsoft products, that only Microsoft could repair it. Finally I called the Zune customer service number again, and insisted on speaking to a supervisor. He also insisted that at this time, Microsoft would not repair it, but did imply that in November when the initial shipment of Zunes runs out of warranty that at that time Microsoft will in all likelyhood be willing to repair them.

How can a company refuse to repair their own products, even at the customer cost? I really believe that there is a flaw in the product. My daughter had never dropped or abused the player in any way.

Ray of Deland, FL September 23, 2007

Ray of Deland FL (09/23/07)
My Microsoft Zune developed a crack in the LCD when charged overnight. My zune is only used in my car. I take exceptional care of it, and it has never been dropped or had any pressure applied to it. The condition of it is perfect. I set it to charge from my computer overnight. I always check the screen to make sure it is plugged in right (it shows a charging icon).

About two hours after plugging it in, I heard a click come from my computer, not thinking anything I didnt investigate. In the morning I went to unplug my zune and check the charge and noticed the screen was cracked. I only plugged my zune into the computer to syncronise it, as the car charger/player keeps it fully charged.

I contacted Microsoft about the issue and was told that they arent handling broken screens and that I should go online and find someone that could replace the lcd at my cost. I called back and talked to a very helpful person that informed me that they had been receiving a lot of calls on this issue, and he understands why I am upset, but due to many of the service calls on this issue were due to neglect, microsoft wasnt handling the issue.

I offered to send in my Zune for inspection at my expense and was told they werent receiving any zunes with broken screens, he asked his supervisor after my prodding, and repeated his answer. I have kept the zune in a safe place with the hope that Microsoft will look into this problem and at start repairing their faulty equipment.

The cost of a replaced LCD is 200 plus S&H, it is easier just to replace the unit. Unfortunately this will result in purchasing a defective unit.

David of East Palo Alto, CA August 24, 2007

David of East Palo Alto CA (08/24/07)
I was in my house, my zune was recharging for the night. I wake and look at it and the lcd screen is cracked from the bottom to the top in a spiderweb form. Microsoft says it isn't covered. They just brushed me off.

Kamil of Park Ridge, IL July 2, 2007

Kamil of Park Ridge IL (07/02/07)
I had my Zune for about 3 hours. All I did was charge it and put music onto it, left it in my car for about 2 hours (untouched) and I come back to a cracked screen a few hours later.

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