Most helpful critical review
4 of 4 people found the following review helpful
Do not waste your money on a Zune!
on January 10, 2012
In Sept of 2011 I bought a new 120 GB Zune Gears of War 2 Special edit. Within less than 2 months this device stopped working. It displayed a message that said "contact customer service." Well good luck trying to get customer service from Microsoft!! Microsoft no longer lists a customer service number on the website. They want you to troubleshoot by using the website and the forums. Most of the forum are fellow customers complaining about the lack of customer service. After searching the website for several hours, I finally found the online chat service. Here is where I would like to add that I am an IT professional, so I feel like I know my way around a computer, (and a hint to anyone that is trying to find this online chat; enter through the accounts and billing tab and select more options). The online chat for customer service is well hidden, deep within the website. The online customer service was quite painful, took several days to finally get everything in place for me to return the device for repairs. Almost 3 weeks later, I received a refurbished replacement model. I used the refurbished/replacement device for less than two weeks and this device quit working, and displayed the same "contact customer service" error message. I again went through the whole painful process with online chat support, but this time I was blessed with a rude, condescending agent, who seemed to really hate his job (but I really can't blame him for this part). I was told that the original warranty would be transferred to the replacement device. When I went to place a repair request, the website stated that the model's warranty had expired Feb 2010. O.K., this is a problem since my original purchase was Sept. 2011, and I received the refurbished device in Dec. 2011. After over 2-3 hours of "online support", I was told that I would receive an email within 24-48 hours that would confirm the warranty dates had been corrected; and I would be given further instructions on how to get the second defective device replaced. Five days later, I had not received any communication from Microsoft whatsoever! So back to online support I go. For over 24 hours, the online support was not available with a screen displaying "all agents are busy helping other customers." By the time I finally got to an online agent, I was pretty irate. As the situation escalated, this agent agreed to call me on the phone so he could get a clearer understanding of the whole situation. This guy was calling me from France. Honestly, I was so relieved to finally be talking to a live human on the telephone that I did not care where called me from, or how difficult it was to get through the language barrier. This guy was awesome! At this point, I have been trying to get a functioning device, or a refund of my money, for over two months! He escalated the issue to his supervisor, who in turn escalated the issue to a customer service supervisor in the United States. 30 minutes after this phone call, I received another phone call from the US supervisor. This guy claimed to be shocked, appalled, and very apologetic for the pathetic service I had been receiving, and the fact that I had now received 2 devices that did not work. This is when I am told that Microsoft has stopped making the Zune, opting instead to focus on the manufacturing and marketing of the Windows Phone with Zune capabilities. O.K. Big mistake if you ask me, no way in hell I would even consider another Microsoft product purchase after this experience, especially when other much better devices are available. I am sure that I am not the only consumer that is against how manufacturers think it is O.K. to replace a new, under warranty, yet dysfunctional device with a refurbished device, instead of with another new device or a refund. The US supervisor informs me that since Microsoft is no longer making the Zune, parts and replacements are in short supply. The only restitution that would be offered to me is that my 120 GB special addition device purchased as new just 4 months prior, would now be replaced with an 80 GB refurbished device. I don't think that I am out off line to think that I am getting doubly screwed here!! So my choices are, 1. Have a nonfunctioning 120 GB device that serves as a very expensive paperweight and shell out more money on an iPod; or 2. Accept the pathetic offer of the 80 GB refurbished replacement, still at a financial loss and a loss of memory, and hope that the thing actually works. Yep, there it is, the double screw over! The irony here is, I purchased this particular device, not because of the Gears of War special addition feature, but for the 120 GB memory. So, the moral of my story is, don't waste your money on this particular product, or with a Zune period. It is a big gamble on if the device will work, the Zune has been discontinued, parts and service are in short supply, and Microsoft customer service sucks beyond belief! Buy at your own risk. The only reason I have given this product a one star rating is that it does not allow for negative stars. Oh, and as you read, you may be thinking why did not contact the distributer or Amazon in regard to this issue. I did! I attempted to contact both, and both were slow to respond to emails, the distributer would not give a contact phone number, and both Amazon and the distributer told me it to take it up with the manufacturer.