Poor Customer Service in a Service Economy

Posted Fri March 27, 2009 5:56 pm, by Michael S. written to Microsoft Corporation

Write a Letter to this Company  |  Rate this Company

I bought a Zune player and three weeks later the hard drive locked and I had to call Microsoft's Zune service center. I remind everyone this Brnad New 80GB Zune player was brand new. The Service Center said they couldn't send me a new player nor could they guarantee me the same color of Zune player that I had to send them. I wound up having a screeming match on the phone with a manager until finally he told me they usually ship new players out that are shipped to them strait from the factory. Of course by this time I was skeptical of whether or not they would do that or send me a refurbished piece of crap. I had to keep reminding him this was brand new and I didn't want a refurbished unit. This was possibly, no, no it was the worst customer service I have ever had to deal with. They are quick to send these devices out to retailers to sell and they are more than happy that it sold, just don't try to get service. Bad, Bad, Bad, in a world with a service economy. I wouldn't recomend a Zune player to anyone to buy.

So I sent it in after waiting two weeks for a shipping box to be sent to me. Then I waited three weeks after I sent it back to receive my new Zune player. What a fiasco!

Refund my money so I can maybe try an Ipod.

Log In/Create an account | 4 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Re: Poor Customer Service in a Service Economy by Just Jeffrey Posted Sat March 28, 2009 @ 3:01 PM I agree that if you have a brand new device, they should not substitute a refurb or another color, unless absolutely necessary. However, I don't agree that refurb automatically means a lower quality (or "piece of crap" as you've said). I've had a few refurb items over the years and they have all been high quality. In part, this is because reputable companies actually test these items individually. "New" items don't receive the same level of review. The downside of refurb is not the quality of the product, but the fact that they carry lesser warranties. If your original warranty is still in full effect, then I wouldn't stress out about getting a reburb... as long as it's the model and color you originally had. Hold them to warranting the refurb... and giving you the same color... but don't automatically assume that you're getting a "piece of crap." Reply Some Info on Refurbished Electronics by Bob Flipper Mon March 30, 2009 @ 12:33 AM "Then I waited three weeks after I sent it back to receive my new Zune player." by Donno Posted Fri March 27, 2009 @ 8:24 PM You got your Zune fixed or replaced, so it sounds like the warranty promise has been fulfilled. Unless you are still in the return period at wherever you bought it, I don't think you'll get your money back. Reply Zune Player Fixed by Bob Flipper Mon March 30, 2009 @ 12:39 AM