I ordered a Zune from Zune originals almost a month ago that I am still waiting for (got an email today saying it should be shipped tomorrow). So far I have been quite impressed with how they have been handling the delays. I have gotten several emails from Zune Originals explaining the situation and they have even said they will send me free stuff for having to put up with the delays (they have already given me a code for a one month zune pass subscription).
The wait is rather frustraiting to wait but I've found from my own experience and what I've heard other people say is that they do seem to have pretty good customer service despite the waiting. My understanding is that they at least pay for the shipment of a new item to replace the damaged one, unfortunately the structure of the whole thing is just a bit long. I belive only retail stores could give any better customer service as they could give you a replacement right away.
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