Thursday, January 4, 2007
Zune Customer Support Experience Not So Rosy
Posted by Darius Wey in "Zune Talk" @ 10:10 AM
Ryan Jonasson contacted us recently to share his first Zune customer support experience. While the issue was resolved, there were a few too many bunny hops. Read on to learn more.
"Dec 18 Afternoon. Call 1-800-GET-ZUNE for customer support. Wait time was very fast, was talking to a person almost immediately. After the 1-time product registration (3-4 minutes) told them my earbuds had quit working. I described the problem exactly, that occasionally the right channel would cut out but if I wiggled on the "Y" connector in the middle of the cord that I could get the sound to come back, and I felt there was a loose wire in that connector. The tech I spoke to said that they would replace the earbuds but their computers were down that afternoon so he couldn't open the trouble ticket. They asked me to call back that evening and if I gave them my Zune serial number they would see that he attempted to open a ticket and would complete it. Total time on the phone: 25 minutes.
"Dec 18 Afternoon. Call 1-800-GET-ZUNE for customer support. Wait time was very fast, was talking to a person almost immediately. After the 1-time product registration (3-4 minutes) told them my earbuds had quit working. I described the problem exactly, that occasionally the right channel would cut out but if I wiggled on the "Y" connector in the middle of the cord that I could get the sound to come back, and I felt there was a loose wire in that connector. The tech I spoke to said that they would replace the earbuds but their computers were down that afternoon so he couldn't open the trouble ticket. They asked me to call back that evening and if I gave them my Zune serial number they would see that he attempted to open a ticket and would complete it. Total time on the phone: 25 minutes.
