Zune Thoughts - Daily News, Views, Rants and Raves

Be sure to register in our forums! Share your opinions, help others, and enter our contests.


Laptop Thoughts

Loading feed...

Windows Phone Thoughts

Loading feed...

Digital Home Thoughts

Loading feed...





All posts tagged "customer service"


Thursday, April 8, 2010

Attack of the Leaky Battery

Posted by David Tucker in "Zune News" @ 06:30 AM

http://consumerist.com/2010/03/micr...ttery-acid.html

"Tristan tells Consumerist that his Zune was about two years old and out of warranty when it began leaking battery acid on his hand. Appalled at the options that regular customer service offered, he used techniques from the Consumerist toolbox and empowered himself. He used our guide to crafting an Executive E-mail Carpet Bomb, and found contact information for Microsoft executives on the site as well. Getting his case in front of a person with actual authority earned Tristan a free repair of his obviously defective Zune."

This happened a couple weeks ago but it's no less relevant if you have any issues that need to be resolved yourself. I don't think the substance was exactly battery acid as we might think of it in older batteries but no matter what it was, it was still bad that it was leaking from his Zune!

I have to admit, I think it was very nice of Microsoft to offer a free repair of a two year old Zune but that just goes to show you that if you're persistent enough, you can get most anything taken care of. I've actually had an issue resolved by the Consumerist before so I can speak to their effectiveness. I'd highly suggest reading the whole article to learn how you might follow Tristan’s footsteps if you feel you need a little 'extra' help from customer service.


Tuesday, January 6, 2009

Microsoft Customer Service Failure

Posted by David Tucker in "Zune News" @ 07:28 PM

http://consumerist.com/5124023/14-w...still-not-fixed

“The 30-gig Zunes may have temporarily revolted last week, but Brooke's limited edition 80-gig Zune has been MIA for over three months now, apparently lost in that magical ever-transitioning Zune world from the commercials. (It just keeps falling through floors and walls and swimming pools.) Maybe someone at Microsoft can take a look at what Brooke's had to go through so far, and get back to her with a real answer?”

I’m a big fan of the Consumerist after they helped me with a problem once before. No company is immune to making huge PR gaffes and what Brooke is going through sounds pretty horrendous. The whole story is at the Consumerist but for three months, Brooke has been without her Limited Edition Joy Division Zune. Its bad enough that Microsoft was taking forever to fix her bricked Zune. On top of that, they lost it. Yep, they lost her Zune.

And in one of the most insulting attempts I’ve seen in a while to make it right for Brooke, the customer service rep didn’t offer to replace her Zune with another Joy Division Zune. No, the offered to replace it with a standard 80 GB model. Hop over to the Consumerist for the whole story. I hope that Microsoft gets their act straight and gets her back her Zune or a Limited Edition replacement.

UPDATE: Well it looks like Brooke has been very well taken care of in this update from the Consumerist. Its a shame that it came to this but at least Microsoft did things right in the end.


Reviews & Articles

Loading feed...

News

Loading feed...

Reviews & Articles

Loading feed...

News

Loading feed...

Reviews & Articles

Loading feed...

News

Loading feed...

Reviews & Articles

Loading feed...

News

Loading feed...

Reviews & Articles

Loading feed...

News

Loading feed...

Sponsored links