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All posts tagged "tech support"


Friday, June 11, 2010

Google's Pac Man Logo Games Causes Hilarious Support Call

Posted by Jason Dunn in "Thoughts Media Off Topic" @ 03:00 PM

http://mashable.com/2010/06/09/goog...n-tech-support/

"Google probably thought it was doing the world a favor when it released its Pac-Man logo that doubled as a playable version of the game. But alas, web users are not as sophisticated as Google anticipated. A legion of Firefox users were perplexed by the design decision and headed over to support to learn how they could fix the "problem." Now we have possible audio evidence - in the form of a tech support call uploaded by YouTube user Mrcoolbrad - highlighting just how confusing this was for parts of the online population."

The video (which is just an audio recording) says it all - very funny stuff. Have a great weekend everyone!


Tuesday, June 5, 2007

The Voice of Support: The Zune Support Experience

Posted by Jason Dunn in "Zune Talk" @ 04:14 PM

http://channel9.msdn.com/ShowPost.aspx?PostID=313533#313533

"Welcome to the Show #11 of The Voice of Support! In this session, we sat down with Nabil Pike, Lead Program Manager for Zune Supportability. Nabil talks about the day-to-day activities of the Zune support team, his history here @ Microsoft, and the history of building the support experience for the Zune from concept to market. This is a really cool device - and if you haven't checked it out yet, you really should."



Channel 9 has published an audio interview that talks about the product support experience for the Zune. This interview seems to be "by support people, for support people", so it might not interest everyone. It's interesting to hear about how the Zune support experience was created to match the overall Zune product experience. I've noticed that when calling in - the automated voice is just a bit different than anything else you'll hear at most tech support lines.


Friday, January 5, 2007

My Experience With Zune Support

Posted by Jason Dunn in "Zune Talk" @ 08:00 AM

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. Read more...


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