Microsoft Corporation Informative - Zune Defective Screen
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
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.