I had my first experience with Zune tech support on Tuesday, and overall it was a pretty good experience - here's what the techs had to say about each of my devices. The Dusty White Zune:
After we discussed the dust, and he saw a photo of it online at this site, the tech first suggested that I return the Zune to the retail store that I purchased it from. He said there was a two to three week wait on getting it repaired, and that returning it was easier. Not wanting to reveal I was in Canada just yet, I said that I had purchased the Zunes on November 14th, so it was unlikely that any store would take back a product two months old and exchange them. The tech insisted that many stores would. That's when I broke the news that I was in Canada and there was no place to return it to. He then agreed that shipping it back for repair was about the only option.The Wonky Black Zune:
I explained the problem, and the tech was quite surprised at the behaviour I was seeing. He suggested that it might be a software problem, so he had me do a hard reset, wiping out the content and restoring it to the 1.0 firmware (I think that's what was restored at any rate). I was dubious that would work, but it couldn't hurt to try. After the hard reset, he had me connect it to the Zune desktop software and re-flash it with the 1.2 firmware. The entire process was fast and easy, but at the end of it the problem still remained. He said I'd need to ship it back for repair/replacement.