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Zune Defective Screen
Posted by Bidle on 08/02/2007
Zune Cracked LCD Screen Microsoft Customer support is terrible. Don't buy a ZUNE!

Purchased a 30 GB Zune 06/17/07, on 07/28/07 the LCD screen failed. No damage to the cover but the inner LCD screen is a rainbow spider web. 07/30/07 at 10:29 AM MST I contacted Microsoft Zune Customer Support speaking with Ken, I was told that he has seen this problem before when the LCD has failed at no fault of the consumer, but Microsoft still refused to warranty the product. Stating the warranty only covers the hard drive or software. I did not damage the unit, this a manufacturing defect in the LCD, regardless the screen is not covered and would not be repaired. I was told that despite a 1 year Microsoft parts and labor warranty and a two year supplemental warranty I have no recourse and, as I understood, am essentially out of luck. This is not acceptable when spending $229.94 (plus a $17.88 extended service plan) and having the item fail within 45 days, then being told sorry, but that's not our problem, you’re on your own. Microsoft will do nothing to solve the problem. Ken referred me to Zune.net/feedback to register the complaint, which I did.

07/30/07 at 11:23 AM MST I Contacted Repairnow.com/walmart and spoke with Shiela, ID # 207392. I was told the supplemental warranty does not take effect until the manufacturer warranty expires and they could not help me. She referred me back to Microsoft, but Microsoft will not honor the warranty.
07/30/07 at 2:30 PM I went back to Wal-Mart where customer service was unable to return the device due to a 15 day return policy on electronic devices of this nature.

As of 7/31/07 at 11:26 AM I have sent two e-mails to the Zune.net/feedback with no response to my complaint. I think they are just going to try to ignore me and hope I go away. The Zune seems to be so poorly manufactured that the inner LCD will fail under common use and Microsoft customer support is so poor that they will do anything to avoid fixing a known problem.

As of 08/01/07 at 10:24 PM MST I have had no response to my written complaints to Zune.net/feedback. I have done a web search and found this to be a very common problem. A few people were able to get it repaired, only to have the screen fail again within a couple of weeks. I have included some web site addresses related to this issue;

The following are some organizations I intend to contact after giving Microsoft Customer Support another opportunity to correct the problem;
http://www.consumeraffairs.com/php/a_report.php Department of Consumer Affairs
https://odr.bbb.org/odrweb/public/GetStarted.aspx Better Business Bureau
Utah Attorney General Office
Utah Department of Commerce
www.ftc.gov (1-877-FTC-HELP)
Federal Trade Commission

08/01/07 at 11:15 PM MST I sent the above text to Zune.net/feedback, hoping to get their attention.

08/02/07 at 10:39 AM MST I contacted Zune Customer Support by phone, speaking with Service Representative Shilpa (Employee # 325263) and Customer Service Manager Don (Employee # 325041) both flatly refused to accept any responsibility for the damaged LCD screen. Both claim the specific part is not covered under warranty because they define it as “physical damage” despite the part being an internal component of the device. Shilpa claimed there was a specific clause in the warranty that defined this part but was unable to produce the language in the manual and refused to find and e-mail the text of the clause to me. I was again referred to Zune.net/feedback and given a reference # of 1040930900. Both the representative and manager dismissed my complaint and identical complaints of others as disgruntled customers who didn’t get their way. Microsoft is fully aware there is a problem with this component of the device, and simply refuse to do anything about it. I was also told they would not repair it under any circumstances, there were not any authorized service centers to either take or send the device to, referred me to some generic electronics repair store, which in turn would void any “warranty” that would still apply, because of an unauthorized opening of the case of the device. I have sent multiple comments to the Zune customer feedback site with no response to my complaint.

08/02/07 2:30 PM MST I have filed a complaint with the Better Business Bureau. At 3:15 PM MST I filed a complaint with Consumer Affairs, receiving a notice the complaint would be added to the database.

If you already have a Zune, I hope you don't have this problem. If you already have the same problem the Better Business Bureau and Department of Consumer Affairs needs to hear about it.

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Posted by Extended Warranty on 2007-08-03:
I love how screens are "defective" when they are dropped and crack.
Posted by Anonymous on 2007-08-03:
The IPod suffers from the same 'defect'. Hundreds of screens are reported to crack without any apparent cause. The M$ warranty excludes damage due to '...normal wear and tear...'. Translation: whatever caused the damage be it regular use or the unit was dropped, we ain't fixing it for free.
Posted by abobo on 2007-08-03:
Please ignore the trolls bidle.

Keep fighting for this to be covered under warranty, clearly it is a product defect. Normally I'd suggest you take it apart yourself, but the replacement zune screen runs almost as dear as a new zune itself. Looking around the best I could to is $150 usd.

Good luck, and keep us posted.

(Edit: I voted very helpful)
Posted by Anonymous on 2007-08-03:
I'd like to echo the sentiments as expressed by my associate abobo. I too found this review to be very good and I voted it 'very helpful'. Good luck bidle and thanks for sharing your experience with the membership.
Posted by bidle on 2007-08-07:
The Better Business Bureau has filed the complaint with Microsoft. I am waiting for the response from Microsoft. I still have not have any response from my multiple written complaints on the Zune/Feedback site. Still waiting for a response from Consumer Affairs.
Posted by overlords on 2007-10-02:
hey bidle, i wish you luck with the BBB. Would you be able to do me a favor and email me if you get any news on any progress made with this issue. I spent a month's pay getting a special edition zune off of ebay and i feel cheated. overlords3000@hotmail.com is my email, i hope to hear from you soon.
Posted by antizune on 2008-01-12:
i am upset with zune because i was being laughed at over the phone when i called zune about my zune being unable to charge. it made it worse when i informed them that i was in Iraq fighting a war. i was very disappointed when my fellow americans told me that we are not part of the US. then she rushed me off the phone by hanging up on me. all i know is that they do not have worry about me buying anything that have to do with microsoft.
Posted by bidle on 2008-01-15:
The complaint with the BBB went no where. The BBB was unwilling to take on Microsoft, Microsoft never has made any effort to fix it and a two year extended warranty from Wal-Mart won't do anything until the one year "warranty" from Microsoft expires. I have since bought an IPOD and am much happier with both the product and software. BUYER BEWARE!! DO NOT BUY A ZUNE!! If anything malfuntions no number of calls to the ZUNE customer support will get it fixed. They will absolutley refuse to honor the "warranty"
Posted by GalexWolfLLC on 2008-03-14:
I am an attorney with a consumer protection / class action law firm in North Brunswick, NJ.

My firm is currently investigating consumer complaints concerning the cracking or breaking of the internal LCD screen of the Microsoft Zune during normal use.

If you or someone you know has experienced this problem, or have information you believe could be helpful, you may be eligible to join our investigation. Please call Jon of Galex Wolf, LLC at (732) 257-0550 or e-mail your name, contact information, and circumstances to info@galexwolf.com. For more information, you can also visit http://www.galexwolf.com/sub/microsoft-zune-galex-wolf.jsp

Thank you.
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Payment Information Cannot Be Removed.
Posted by Melina.francisco on 01/08/2014
REDMOND, NORTH CAROLINA -- I would give the payment process no stars if I could. There are several reasons which I will now state.

-First off, the main reason I am so dissatisfied is once you put any card information on your Microsoft account it is on there for the rest of all eternity. You do not have the option of removing it by any means on your own, so now your bank account information is online. Now I have had problems with having my card saved online like this before, so maybe it makes me more angry than most, but the fact that there is not even an option to take the information off makes me highly dissatisfied.

-The second reason I am upset about this is I called Microsoft because I needed to buy a charger for my surface, so knowing that I could not remove my husbands card from the account I did not want to add mine to make the purchase. So I called and explained to a Microsoft support person that I needed to make a purchase on the account with my card but I would only do so if they agreed to remove my card information directly after the purchase was complete. They agreed to remove my card and reassured me that removing it would not be a problem. So I hesitantly added my card information on the account and made the purchase. All went well and I received the conformation number. The on the phone with the same person I told her to please remove my card from the account because the purchase had gone through and I did not want my information to be on the account. Well, while I was waiting for her to remove it I went back to the payment information page on my profile just to make sure that it was actually removed.

Twenty minutes later she tells me that she is having problems removing my card from the account and has to get her superior to help her finally remove it. She gets him and they both try to remove it, and GUESS WHAT!? THEY COULD NOT REMOVE IT! So now all they do is apologize and tell me my card is on there indefinitely. Wonderful, just what I didn't want to happen.
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Microsoft Is A Fraud All The Way
Posted by Esideris on 11/24/2013
WASHINGTON -- Recently purchased a computer with windows 8. Worst operating system I have ever encountered. I HAVE 30 YEARS EXPERIENCE AT THIS. Also Microsoft does not allow you to make negative comments or file a complaint with the AG in their state. I will not be surprised if some glitch appears as I am typing this. Windows 8 sucks. It changes settings, when I go back to whatever I was doing, things have changed. Cannot close a page I am using. Cannot go back to the window I came from. cannot report anything negative or my computer goes on a blink.
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My Conclusion Is That MS Is a Monopoly of Software Industry
Posted by Klynn48 on 10/28/2013
Always a fan of MS office even the when I had windows Vista on my laptop which supported older version of ms office. I really don't like being forced to purchase office every year. I think it is sh#%.
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Posted by FoDaddy19 on 2013-10-30:
You can always try Open Office for free. And it's reasonable IMHO for software companies to stop support for obsolete software after a certain number years. I have Win7 on my work computer and we still use Office 2003, MS is stopping enterprise support for office 2003 next year, I don't have a problem with it, as it's 10/11 year old software. You have to call it quits at some point. Futhermore you don't have purchase office every year. Even if you have Win7 or Win 8 you can still basically any version of Office made in the last decade or so.

I'm really not sure what you complaint is, as you say you don't like being forced to purchase office every year, but there's no reason you would have to do that.
Posted by olie on 2013-10-30:
Google docs!
Posted by Linda on 2013-11-01:
You aren't required to buy Office every year. Not sure what you are talking about there. I still use Office 2003 and it runs just fine, thank you very much. I may upgrade this year, but I haven't had to buy it every year. Perhaps you are referring to a different programme or you are simply mistaken.
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Support That Can Kill a Company
Posted by Kershner on 08/09/2013
SEATTLE, WASHINGTON -- Microsoft @live.com support experience

My client was diligently using his email - the one which the email address had been in use for 4 years - when it said 'reconfiguring email'. Next, it started asking for a password.

This is when my call came in - One of our sales reps emails stopped working! Trying all the passwords I had did not resolve the outlook connect issue and web login would not work either. The password reset said the account did not exist. Trying to setup a new account with the email address said the address already existed. He can't do his work! Emergency call to Microsoft. No, we can't really help you, you have to go through a form based service call. Fine. Created the message, sent it. Finally, later in the day, received a email telling me the forum message was responded to. Logged on and read the following :

Oh come on! Responded that we needed to get the email address released and were even willing to lose past history. No response. Nothing.

I guess this is the new face for Microsoft support. If you think that relying on a @live.com email address for any business use is safe, think again.

Days later - still nothing. Month later. Still nothing.
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Posted by CU on 2013-08-09:
I would venture to say that using any free email service is probably not a good idea for a business. You do, after all, get what you pay for.
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Outlook 2010, Don't Buy It, It Won't Stay Up It Starts and Stops
Posted by Ladya2004 on 01/01/2013
This is the worst mail program ever, it is frustrating program ever, it stops and starts and I keep having to repair the setting, This is real crap, not worth the price
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Posted by Alain on 2013-01-01:
Thanks for the review.
Posted by madconsumer on 2013-01-01:
did you report this to microsoft to see if there is a glitch or bug in their programming? what OS are you running?
Posted by Soaring Consumer on 2013-01-01:
There is a free email client called Mozilla Thunderbird that might suit your needs. You can get it here:
Posted by trmn8r on 2013-01-01:
Microsoft has pretty good support, and pretty good products (minus Internet Explorer). Did you call and attempt to get help?

The kind of instability that you are experiencing is doubtfully typical - it would have been fixed by now or lots of complaints would be out there. Good luck.
Posted by CUontheFlipSide on 2013-01-01:
I work with Outlook (and Office) 2010 every day on many machines. It has been rock solid and requires no user support. You might want to look at your own particular machine for a possible hardware or software failure.

If you are not a business user, you can get Windows Live Mail for free, and it's also a very good email program.
Posted by fast327 on 2013-01-01:
Outlook for me is stable and never has any issues.
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Windows 8 Pro Key Will Not Work
Posted by Frank6087 on 12/08/2012
I purchased Win 8 three weeks ago it worked ok. Thur night I tried to reset it then I had problems it would not accept the key code. Today I spent two hours on the phone with techs that couldn't speak reasonable English. I lost $40.00 plus two hours. Then he tried to tell me I had a bad copy of Win 8, after two hours on the phone I lost it.

Went back to Win 7 Pro. I'm done with their techs from India. Hire American Microsoft.
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Posted by Anonymous on 2012-12-08:
I heard win 8 sucks, I'll stick with win 7 for now.
Posted by ok4now on 2012-12-08:
Microsoft finally got it right with Windows 7 and I'm very happy with it. I have absolutely no interest in Windows 8 and a new set of problems. Remember Murphy's Law, "If it ain't broke don't fix it."
Posted by MRM on 2012-12-08:
That was a sign from above... Dont use Windows 8 as it is terrible!
Posted by sabletaz on 2012-12-08:
I'm also staying with my Windows7.
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Breech of Security for Hotmail Accounts, Microsoft Allows Hackers to Keep Control
Posted by Nolasnook1 on 08/30/2012
In a 3 month period, I have talked with "support" 8 times. 7 times they have sent me off to links that don't work, forms to fill out, web pages temporarily down and 7 rejections from the "Team" because there's not enough of MY information left on the Hotmail account to prove it's me.

Microsoft boosts about being #1 in customer security, but who's security are they protecting in this situation? Mine or the hacker that has MY account?

The hacker attached itself to my account, sent out spam and my account was locked. I started through the reset process and noticed that the reset link was being sent to the hacker as well. I called Microsoft... asked that the hacker be removed from my account before sending me the reset link.
Microsoft said they couldn't remove it until I got control of my account. So Microsoft sent the reset link to both of us... and the hacker got there first.

Microsoft failed in protecting my security by NOT removing the address I requested before sending out the link for my reset.

This is what gets me... I don't think a hacker would call "support" repeatedly for help, go through numerous steps to retrieve the account, wait for a reply... find it rejected because MY information isn't valid, told to reapply, and do it.

I have had this account for 15 years or more... all my personal information is in there.. personal folders, bank, credit cards, business, etc. So far Microsoft has refused to gain me access to my account, or close the account down.

All my personal and security information has been changed because Microsoft sent the hacker my reset link. I can no longer prove the account belongs to me, but they"ll protect the hacker's security and continue to let it control my account and all my personal information in it.. Where's the customer security for me here?

I've been told to just start another account and use that one... what? A hacker has control of MY original account, MY personal information... and that's Microsofts solution?

I need to speak with someone that can push the buttons to fix this, someone that can dig deep into my account history and find the information I've provided on the forms... it's in there somewhere. Is there anyone with Microsoft that can do this? All the "techs" I've talked with so far have been limited in their abilities.

I've also been told that there is no real support for free Hotmail accounts... I want to know why.
Hackers breech our accounts, take them over, gain access to all our personal information... has the power to abuse it... and there's no real support from Microsoft?

Microsoft has heard many similar situations to the one I'm in, and they can't give us control of our accounts, or close them down?

This is a security breech issue and how Microsoft handles it.

I need REAL help from Microsoft

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Posted by madconsumer on 2012-08-30:
hackers attacked my hotmail account once too. i simply followed the online verification, and in moments, i was back into my account. the online verification system recommended changing my password to something more difficult, as i did. no issues ever since.
Posted by nolasnook1 on 2012-08-30:
thanks for your entry.. I've been through the online verification many times, each time I'm rejected because there's not enough of my information left in that account to prove it's me... so the hacker keeps control.
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Product key is genuine but blocked.
Posted by Jwebbrn on 08/08/2012
N/A, CALIFORNIA -- I just bought a year old computer from my granddaughter who re-loaded her disc's in order to erase other things she had. Now I get the message 'enter product key' every time I use the office word to open a document. When I entered the product key it isn't recognized and the help desk said the key is blocked because it was used before. Why is it that Microsoft blocks the key when it is used a second time. The option I have been given is I can re-purchase it for $199.00 or have a tech re-install it for $99. This is just plain BS, but, here I sit with a computer that is unable to open documents (part of my work, by the way) unless I re-purchase software that came with the computer. Any ideas??
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Posted by Suzy on 2012-08-08:
Open Office writer software does about the same thing as Microsoft's word and is a free download. I use it instead and am happy with it's performance and don't have to pay anything to anyone even upon reinstalling after restoring computer.
Posted by Kris10 on 2012-08-08:
I use Open Office too. It works like a charm. When you say you were given the option to buy the software again or have a tech reinstall it, was that by microsoft because if you explain what happened to them, they should give you another key for it or reactivate the key you have. I don't see why they wouldn't.
Posted by Whiteduck on 2012-08-08:
I've had good luck explaining to MS what I'm trying to do (reinstall of op sys) and having then come thru for me, but like the others have said, go with Open Office. Saves you a world of MS grief.
Posted by DebtorBasher on 2012-08-08:
I agree with Suzy and Kris, I've used Open Office and it's not much different than Microsoft's Word.
Posted by trmn8r on 2012-08-08:
Microsoft customer service is very good for products that you legitimately own. If your granddaughter was the original owner of the software, they should be able to resolve this for you as you have the original disks.

My first choice would be to call back, and after that asking on a Microsoft help forum. Saying that the key is blocked because it was used before doesn't explain why it can't be reinstalled. Seems to me Microsoft has an online registration system, and when you install the software it goes online and says someone is using the copy. Perhaps the previous install needs to be "unregistered" after you prove you (granddaughter) is the user currently registered.

You are confronted with a technical problem that has a resolution or better explanation. Good luck.
Posted by madconsumer on 2012-08-08:
any time a change is made in ownership, microsoft considers this a valid reason for a new license. which in fact is true.
Posted by Darrell27 on 2012-08-08:
I had the same problem with my own computer. It's only about a year old but after about 6 months my windows key said it had expired. I was forced to re-install Windows.What a pain that was.
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The worst computer experience ever
Posted by JPeninhand on 07/01/2012
FLORENCE, OREGON -- After 20+ years, my MSN account was accidentally cancelled. I got no renewal notice, no forewarning. I turned on my computer this morning to get my emails and got a notice that my MSN is no longer valid. I've been on the phone for well over 3 hours waiting for assistance. Once I thought a support person was connecting with me but the line hung up instead after over an hour of being on hold. This company has gotten way to big for their britches. They are NOT user-friendly, not helpful, transfer me to 3-4 different people for the same kind of problem - with no success or help ever received. Their rates go up and their customer service keeps going down. All of their support it seems are Indian and do NOT speak English well at all. They don't understand me and I can't understand them. We are supposed to pay more each renewal period for better service and it just keeps getting worse and worse. After being with MSN for 20 years, I am so totally fed up and disgusted with all facets of their big-government. They are useless, they've gotten to be a monopoly who could cared less about their customers. Whoever is thinking about hooking up with MSN... save yourself money, grief and much frustration and do NOT sign up with MSN.
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Posted by ok4now on 2012-07-02:
Sorry to hear about your problem with MSN email. I also have one of my email accounts with them. Keep in mind that this is FREE so don't expect outstanding customer service. I suggest that you try G-Mail which is also free. This is by far the best free email you can get. It is much better than MSN. Check it out.
Posted by No M$ for me! on 2012-07-02:
I bailed out of MSN and Hotmail and the rest of Mi¢ro$ofts online stuff years ago. Go with gmail, it's free, the storage is huge and it's so much eashier to use.
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