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Zune

Customer Service Ratings and Comments

Zune is ranked #86 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 47.84 out of a possible 200. This score rates Zune customer service and customer support as Disappointing.

NEGATIVE Comments

24 Negative Comments out of 29 Total Comments is 82.76%.

POSITIVE Comments

5 Positive Comments out of 29 Total Comments is 17.24%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I am thoroughly disgusted with Microsoft and their Zune product. I purchased a 120gb zune only to have it quit after 7 months. Microsoft then sent me a replacement that had the same problem right out of the box. I have spent hours with tech support and costumer service all to no avail. I feel completely ripped off with a product with obvious design flaws. I do not want them to keep sending me replacements, spending hours with tech support, over and over again. I am told a refund is "out of the question". I am now left with a 250.00$ paperweight that makes me sick every time I look at it.

    KD 2/20/10 6:00AM

  • Finally someone having a manager to call me but put out because like I can spend all day waiting on a call sitting around at home??? I have already invested 2 hours and 26 minutes of my life on the phone with Zune Customer Service. Hmmm....so we'll see if a manager really calls. Why do they have to call why can not they just be available already?

    Anonymous 2/16/10 10:36AM

  • Had great service and turn around on a broken brand new Zune HD but the one they sent me back was broken in another way. I am currently on hold the 5th time calling in 5 days with the last dumb CSR lady disconnecting me and never calling me back. Worse CS ever now I wish I would of not bought a Zune and bought something else. I even asked the last person to give me a manager was hoping someone who spoke and understand English better. NOT HAPPY CAMPER do not buy a Zune.

    Anonymous 2/16/10 10:17AM

  • The worst experience with an electronic device ever!!! More down than up and customer service is a joke! They cannot speak clearly - VERY hard to understand. They also make up things when they don't know what to tell you.

    JM 2/9/10 2:31PM

  • I am dissapointed that I own an 80G zune and I cannot rent movies unless I upgrade to an HD. Microsoft should be loyal to customers who chose them over IPOD. This sucks and really irritates me. If I upgrade it will not be to a new Zune, because I feel no customer loyalty. No apps or anything for previous zune owners. A disgrace.

    vtgrad 2/4/10 11:38AM

  • Oh...just miserable! I sent my Zune 120 MB back for a screen repair and paid the repair charge. Instead of repairing mine, they send me a new 16 MG one....how is this the same? The Customer Service Department is an absolute nightmare...they can't find the one I sent, and will not send us a comparable replacement.

    applehead-joel 1/26/10 7:44PM

  • I purchased a Zune Originals with 120Gb drive and additional docking station/Charger and Auto connect cables less then a year ago. During the time I used it I had to reset many times because the unit would not turn on/boot up.

    Last week as it sat in the docking station I noticed a big "Error 5" message, so once again tried to reboot, but this time to no avail.


    Went on-line and followed all their suggested fix methods and finally ended up filling out the return form and printing the UPS shipping label. Also decided to extend the warranty while I was at it because I have not been feeling particularly trustful of this product.

    Well my custom ordered Zune with special artist graphics arrived at the repair facility followed by a message from the facility...

    "This e-mail is regarding the repair order currently open for your Zune
    Originals device.

    Unfortunately, we are unable to replace the Zune you have sent in because those devices are no longer manufactured in this color.

    In order to resolve this issue for you as quickly as possible we would like to offer you the choice of either having the device replaced with a 16GB Black untattooed Zune HD device, or a full refund for the original cost of the Zune Original. Please note that a refund can only be returned back onto the payment card used to complete the purchase.

    Please respond directly to this email without changing the subject line with your preference, and we will provide you with that solution. We apologize for the inconvenience this may cause.
    "

    My response...
    "I spent over 300.00 to get a 120 GB Zune with dock station charger and just ordered an extended warranty for another year for 59.00 and your telling me you can't repair a product that is less then a year old? What happens with my recently purchased extended warranty?

    At least I should be getting a Zune 32 and I'm betting I'll have to buy new dock station and auto cables because none of my Zune 120 accessories will work with this new device ...correct?"

    Their response...(now look carefully...)
    "Thank you for your inquiry.

    Unfortunately, your 120GB device is unrepairable and needs to be replaced. Your warranty would automatically carry over to your new replacement device. We apologize, but 120GB Zune Originals devices have been discontinued. As an alternative, we would be able to offer you a black 80GB Zune Originals replacement device, customized as you originally ordered. This unit would be compatible with your docking station but unfortunately, an HD device would require a different docking station."

    *** didn't the first message they sent say ... can't replace unit in this color? (pretty sure it did.) Now it's "120GB Zune Originals devices have been discontinued".

    Wow!!!! A product less then a year old and there are no parts on earth to repair it? !!!

    my response... (and yes there's some attitude..) "Un-freakin believable... I guess I don't really have to explain how disappointed I am with the Zune product at this point.....

    Send the Zune HD 16 GB as replacement, but I am not happy. Really this is not a good deal for me as an alternative to Microsoft/Zune business failings.

    How ridiculous that a less then one year old device can't be repaired... What? you used up all the 120gb drives in the world?

    Make sure my joke of an extended warranty covers my new Zune, ha ha as I see what good that will probably do me.

    Thanks, really thanks."

    Their response...
    "Thank you for your response. A black 16GB HD device will be manufactured this week and will ship out to you next week."

    *** Wow .. their going to "Manufacture" one this week, these things must be hard to get...

    My response...
    "Omg, Hope ya didn't have to open the factory just to manufacture one little 16GB Zune for me."

    All of this is done through emails, which I am ok with since talking to someone on phone that can't speak english woould just further annoy me. Point is... How can they not fix an item that is not that old? Even if they have no 120GB drives couldn't they drop an 80 in? This was a special order Artist engraved unit and they just have no way to repair..makes no sence to me. Additionally..Why did they sell me an extended warranty just last week on a unit they know they will not extend warranty on???
    Odd business dealing.

    Would I really want to accept their offer of an identical unit "Customized" but in the 80GB model...which they also have discontinued! So that in just a few months I am liable to go through this again? No thanks.
    Money back but stuck with useless accesories?..which I am anyway.
    I just wanted a large capacity music player...sigh.

    CyberJazz 1/21/10 8:08AM

  • Guess their bad customer service is all-encompassing.......I am having a problem with my new order. They appear to have a very archaeic or shoestring budget processing dept, and I'm dealing with the people in the US! I did make a mistake in not having it shipped to the address where we will be for Christmas (didn't even think it would take more than a week--my bad), however, now they say that they cannot change the shipping address AT ALL FOR ANY REASON! Who operates
    like this these days, let alone a multi-million dollar company! You can't call them, they are very apathetic and unconcerned
    regarding your satisfaction via email, and I will be very upset if my daughter does not receive her present before we leave just because someone there can't change a freaking address!!! Espcially frustrating
    when I could have bought a plain one for her at Best Buy for 10% off and avoided this altogether!

    tkishino 12/12/09 1:58PM

  • After almost a year of me calling, I have finally extracted from them the repair center address so that I may send in my zune (aka doorstop) at my own expense to be repaired. They insisted on sending me a mailing box, via UPS to an APO address! Of course, I did not receive it any of the three times they tried.
    Repair center address is:
    TDCB-Repair center
    417 Union Pacific Blvd
    Laredo, TX 78045

    Still remains to be seen if they fix or replace it.

    Anonymous 11/24/09 8:34AM

  • truly the worst service since british telecom. they never phone back . i have had a problem with my zune and it is impossible to get someone to talk to. the support online is hopeless when my specific problem is error code C1010007.

    miles anderson 11/20/09 5:16PM

  • microsoft and their zune are pitiful, their so called customer service is a joke and they do not live up to their end of the bargain on their warranty end, I sent my 120gb $250 zune in for repair that is supposed to take 10-13 days it is now 8 weeks and still don't have it back!!! Hello ipod touch go to hell microsoft and your inferior zune!!!

    sdaddy1 11/12/09 11:54AM

  • Beware! Customer service is located in the Peoples' Republic of China (thanks Microsoft for your global human rights awareness). I'm sorry to say this, but they speak virtually no English, clearly respond from scripts, cannot answer substantive questions and set the bar on customer service at a new low. When asked whether they are outside the US they said that Microsoft told me they couldn't answer that question. (Verified with native speaker they're in China.) Americans sure could use those jobs right now, Microsoft.

    Vivi 10/21/09 2:54PM

  • I posted a few weeks ago and I was pretty satisfied with the customer service I was receiving...but i'm beginning to rethink my assessment. It took three tries to get my email spelt correctly, and I've emailed back a copy of my receipt twice and they have not received it. I replied to the email they sent me, just like the directions told me to do, and somehow it was lost...twice. How does this happen? Anyways...on the phone with them again and she is having trouble understanding me. Sigh...Well, one good thing has changed...their hold music has gotten a little bit better!

    Softballmack 9/30/09 8:42AM

  • I purchased a zune 120g player it worked fine for the first 6 months. I sent my player in for service and and recieved a recontioned player back and I was ok wwith that. When I tried to sync my player some files were not syncing. I was getting various error codes. The one day my player lockedup and told me to send player in for service. I called Zune to tell them about my problem and suggested a resolution about this problem. I asked Zune to stand behind there products and send me out a zune 16g. Since I spent $250 on a 120g and there are problems with these units I think It's only fair. I called Customer Support and told that is was not possible. I asked to talk to a manager and was told the same thing. I can't believe microsoft is not standing behind there products if they are have problems like this this. I'm not asking them to give me a a better product for free. I did spend $250 on there product that is not working. If this is the kind of service I get from Microsoft next time I will look at IPOD.

    taz001970 9/20/09 12:18PM

  • lets start with i used to love zune. i went out and bought the brown 30gb when it first came out. then in 2008 bought the 8gb in pink that worked only one week after my one year warreanty expired. i have tried to get it replace but zune wanted my to downsize and still pay $99.00 for a 4gb so.. needless to say im very disappointed with zune and will become an ipod individual and zune will have free advertisement (not good anymore) from me from here on

    hater 9/16/09 3:30PM

  • Update: Never received email with information I needed to dispute the warranty because the out sourcing customer service repesentative mistyped my email address. How does this happen when she reads it back to me correctly? Let's try this again....

    softballmack 9/11/09 6:47AM

  • So, I have mixed feelings after dealing with Zune service. Have an 8GB Zune and after using the hold switch for the first time, realized it broke and Zune was in complete lockdown with no solution. Called customer service, explained the problem and was told it needed to be sent in for service. Unfortunately, this is where things got confusing. I live in rural Canada, not in the middle of nowhere or anything, but not in a capital city. They deal with UPS. UPS does not come to where I live. When I explained this there was much confusion and finally I was transferred to a "Tier 2" (more knowledge in this Tier apparently) representative. Now I have to explain everything again. Then I'm told they also deal with Purolator, a company that does service my area. I'm told that 2 emails will be sent to me within 4-6 hours; 1 with instructions, the other with a link to a printable shipping label. 2 days later no email. I call back, explain (painstakingly clear I might add, because everyone has a foreign accent and everything has to be repeated 3 times) and am now told no emails are sent, I just have to log onto their website and find my label there. So Tier 2 is NOT more knowledgeable. I log on while still on the phone and see a UPS label...right, exactly, I had been told it would be Purolator. They send me back to Tier 2 service...lo and behold, I get the same guy as before. We remember each other. I ask him why he gave me the wrong information but he skirts the issue. We have problems figuring out the shipping again. I get so frustrated with their complete lack of comprehension that I resolve to get off the phone with the Zune people and instead try my luck with UPS. I don't want to have to pay for shipping as it should all be covered and taken care of under warranty. A phone call to UPS (much easier) seems to resolve things. I'm told they'll subcontract to Purolator who will come to my area and pick it up the next day. The next day comes and the phone rings. It's Purolator! They don't come out here. I have a headache. So now I'm told to drop it off at my local Canada Post outlet (not a big deal) and it will be taken care of by Purolator from there. Just wait for an email with instructions and you can drop it off. The email comes. It's not instructions. It's a Canada Post label...but I already have a UPS label on the box. What the heck am I supposed to do now? Call Purolator, but I can't track down the lady that called me earlier. In desperation I call Zune, because things are getting pretty complicated and I know their only way to track my item is with the UPS label that I'm told I can't use. They are MASSIVELY confused. They repeat everything I tell them (as usual) but they don't really seem to understand. Finally I find out that the Zune customer service number is located in Asia. So I'm talking to a bunch of Asians who are halfway around the world and know nothing of my country's postal system. The communication issues begin to make sense. We're now on Day 4 of phone calls and I finally request to speak to someone in my own country who may be able to figure out a solution. The next day (Day 5) I receive a phone call from the lady at Purolator who finally gets things straight. The Canada Post label is to be taped over the UPS label, with a note saying to use the UPS label once it gets to the nearest city. Then it will travel with UPS to the service center. YAY, it finally seems solved. Before I can think about it too much I get it labeled and drop it off at Canada Post. Because I feel I need to torture myself further, I decide to call Zune again (5th time) to give them an update. Make sure it's all documented in case my shipment goes missing anywhere. 50 torturous minutes later I think they've noted the problem.
    Then comes the flip side of the story. The Canada Post label takes 2 business days to arrive. UPS gets it to the service center in 1 day. The Zune is serviced the next day and a replacement is sent within the week. So it went out on a Thursday and a replacement arrived the following Friday. Pretty amazing by my books. Almost took less time to ship and service than it did to get everything worked out on the phone. So you can see why I'm torn. I think if Microsoft spent some extra money to place call centers in the home countries things would be much better. While I have nothing against the people that work at the call center in Asia, they're very polite, there's still a very large communication barrier. Make of this what you will.

    G-Althena 9/4/09 9:41PM

  • OMG.. The hold music is completely OBNOXIOUS!! Who chooses the music for their hold line?? I really have not had a pleasant ZUNE experience. I purchased credits through the Marketplace to put more music on my ZUNE, and they charged my card. But I was never able to use the credits because their program was messed up. And what kind of company doesnt provide a customer service phone number on their Website?!? I had to Google it to find the number and found it on this Website. I am on hold and they are telling me that they cannot refund my points purchase, even though I can't use them!!! This company SUCKS and I will never purchase a ZUNE product again. Mac products are MUCH more user friendly.

    megaboo 8/7/09 7:29AM

  • Zune customer service is non-existent. They do not even have a number to call or an e-mail address to send to.
    Zune product service is almost as bad. My battery crapped out on the 120 Gb after about 3 weeks of use. After trying the on-line support desk with no success, I called support. They took me through the same resets, also without success. I ended up mailing the device in and was told to expect 3 to 5 days to service it. It arrived 7/3 and has been sitting in "device being serviced" since then. After 6 work days, I called again. They said they had to order a new device and it had not arrived yet. They believed it would be in by the end of the week. They could not say what was wrong with it. Still no word. Still no idea if the replacement will have the same problem.
    This is MicroSoft! What would Bill say?

    ksjonson 7/17/09 12:08PM

  • The number works fine. You have to say 'agent'. The agents aren't that good. Over two phone calls totalling 45 minutes, they 1) gave me a marketplace solution that did not work and 2) put me on hold and came back with boilerplate answer nowhere close to the question asked and did not move my case forward. Throughout both calls, I had to re-focus them on the issue and the problem to be solved. From Microsoft I expected better.

    Anonymous 6/27/09 12:48PM

  • worst customer service ever, I have called 5 times over the past 4 months to request a repair order. Each time I have been sent a shipping box for a X Box, I have a Zune mp3 player.
    they finally sent me a shipping order so I can send in my own shipping box, It was for UPS ,useless to me in Northern Canada where there is no UPS! A-holes
    So I paid the postage myself, I never got my Zune, I am on hold now as I write this, apparently Zune has lost my device. And dose not know what to do about it ! lovely I hate Microsoft

    Anonymous 4/27/09 4:00PM

  • Zune.net sent me a used iHome docking station and I wanted a new one as I paid for. This one had scratches all over it like it was a test or demo model. I called the support number and they told me to call iHome. What a joke, finally I they gave me a customer support email that I could write and explain. With no response, they are still unwilling to take any action in the products I bought from them. I will never buy a product from them again, It is not gauranteed.

    FuzzySupport 4/6/09 5:49AM

  • I will never purchase from Zune Store. My first time was a nightmare of 22 e-mails,filing a complaint with BBB and contacting my credit card company,who finally remedied the situation.I purchased on line on 12-17-2008 at 9:13 am,I paid express ship before the 24th,1-6-09 no Zune. There is no customer service not to mention you have no 800 number to address this issue. The 877 number,I got from a Sup.I called they gave me the e-mail address,from the site,but said they had no billing information.(22 days later they shipped after my credit card company refunded my entire cost.)Dont buy from ZUNE,ever,its a nightmare.You will be in e-mail hell.

    crcsatx 1/6/09 8:20AM

  • Awesome! Thanks! They were still A-holes but i got to find it out 20 mins sooner!!!!

    Anonymous 12/2/08 9:36PM

  • Submit your comment >>
  • I've owned three different Zunes over the years and had to call at least 10 times. All I can say is that they are pretty clueless and hard to understand, but they do try to solve your problem. Twenty years ago this level of customer service would have unacceptable, but compared to Dell, Samsung etc. I have to give Zune a positive rating for at least trying to solve problems.

    audiomagnate 1/26/10 2:55PM

  • As much as I hate out sourcing, the lady I talked to was pretty nice and spoke decent english (except for calling me Chappy when in my name is Jeffery...lol).

    I am military and have had many different addresses and phone numbers so I did have some issues verfying my account information. She wouldn't tell me if I was giving her the correct phone number. I just kept guessing and she was very hesitant to give me any information...but very patient and was able to take care of my billing issues. Now, it remains to be seen if they will take care of my broken 4GB Zune. For some reason they are showing that the warranty has expired even though I bought it less than a year ago. They are disputing the expired warranty but i'm not holding my breathe that it will be corrected. I do have the receipt though so that will help.

    As far as the Zune goes, I have had two 4GB and both have broken but my old 30GB is still going strong with the only issue being the 2009 New Years Day fiasco.

    Softballmack 9/9/09 9:47AM

  • number worked good for me, just push 0 a bunch of times untill you get a live person. Be prepared to wait on hold for a while while listening to really annoying music and have a hard time hearing the person when they actually pick up the line.
    The customer service person actually took care of my problem though.
    I canceled my ZUNE account....ZUNE really really really sucks!!! dont buy, just get rid of the damn thing

    Anonymous 5/26/09 10:13AM

  • thnx so much i called the number and im finally getting my zune fix im sooo happy i can wait!!

    emrssuperfy 5/6/09 7:05PM

  • Worked beautifully and the service rep was very helpful.

    DiveAtlas.com 2/26/09 4:31PM



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