Zune Thoughts - Daily News, Views, Rants and Raves

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All posts tagged "defective"


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...


Wednesday, January 3, 2007

My Dusty White Zune

Posted by Jason Dunn in "Zune Hardware" @ 05:16 PM

I had hoped that nothing like this was ever going to happen with the Zune, because I've seen it happen with Pocket PCs & Smartphones, but it looks like the Zune is vulnerable to dust under the screen. Below is a macro photo of my white Zune and every speck you see on the screen is dust. I cleaned the screen very thoroughly to ensure that none of the dust was on the outside.


[high resolution image here]

I'm honestly quite surprised at the amount of dust under the screen, and how quickly it happened (less than 60 days). Next I'm going to call Zune tech support and see what they offer to do for me. I hoping that this is an isolated incident on my part and that this isn't a wide-spread problem - I haven't heard about this happening to anyone else, but are you seeing dust under the screen of your Zune?


Friday, December 22, 2006

Sometimes My Zune Just Won't Turn On

Posted by Jason Dunn in "Zune Hardware" @ 11:06 AM

I've read scattered reports about this online, but the problem is now personal: remember that black Zune that I gave away? Well, that same week I received a white review unit from Microsoft, and was allowed to keep the unit. I knew about the review unit back in November, which is why I (thankfully) only had to buy one Zune for myself rather than two. I need two for testing sharing features. At any rate, the winner of the black Zune was offered his choice of the brand new black or brand new white Zune, and he picked the white one. Lucky for him, because the black Zune is screwed up.

I just started using it a couple of days ago, and I've noticed a very consistent problem: it won't turn on. This morning I tried to turn it on by pressing and holding the Play/Pause button. Nothing happened. Then, about 60 seconds later, it turns on coming out of a full reboot. What's most curious about this is that I can put the black Zune into sleep mode, and it will turn on correctly. I can put it into suspend mode (by holding down Play/Pause) and it will turn on correctly - sometimes. I was just testing this again and it won't turn on for me now at all. If I try forcing a reset, the third or fourth time it will work. Not cool at all - is anyone else seeing similar behaviour with their Zune? I'm dreading calling tech support, because with my luck they won't do anything for me because I'm in Canada.


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