Around two months ago I had a post here because Microsoft had done a bone head move and sent my replacement device to Mount Hope, Ontario, with is in Canada. Thing is I live in California. After going through numerous calls to figure out what had happened, i still had no straight forward answer from them as to why this had happened. All they told me is that they would be sending another device to me. So in February 18 i finally received the package from FedEx. After opening it, i found out that they had once again F'd up. They had sent me an 80gig zune originals in red instead of my 120g black zune. So once again I call them back. It has been 3 months since i sent in my Zune 120 and have had to put up with numerous calls, e-mails and on top of that they still dont have my correct address and new number in their system even though i updated them with the info well over a month now. How come a "serious company" be actually taken serious with this kind of sht?
So
Im pretty sure im due some kind of compensation. I have told them numerous times I want my money back. Yet they insist that they can do nothing for me.
Hopefully they don't end up messing this time cause then i will really be through with microsoft and their products.
I would call them back, ask for a manager (or the manager's manager), and then rip them a new one for the next 20 minutes about how bad this situation this. I personally think you deserve at least your money back, and probably a free Zune as well. Tell them that you'll be writing to the BBB and a few trade magazines, as well - maybe that will get their attention. Don't give up!
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Quote:
Originally Posted by roebeet
I would call them back, ask for a manager (or the manager's manager), and then rip them a new one for the next 20 minutes about how bad this situation this. I personally think you deserve at least your money back, and probably a free Zune as well. Tell them that you'll be writing to the BBB and a few trade magazines, as well - maybe that will get their attention. Don't give up!
Thanks for the advice, I'm going to give them a call today and see how it goes.
IL let you guys know how it goes soon.
" I called costumer support, but they said that i have to wait for zune originals to contact me because their department has no number for them to be contacted at and that since they have different policies they don't know if i will be able to get my money back yet. They only use the email zuneorders@css.one.microsoft.com.
They emailed them and I should recieve a call tomorrow regarding this.
I would call them back, ask for a manager (or the manager's manager), and then rip them a new one for the next 20 minutes about how bad this situation this. I personally think you deserve at least your money back, and probably a free Zune as well. Tell them that you'll be writing to the BBB and a few trade magazines, as well - maybe that will get their attention. Don't give up!
First level is probably India. You don't want to talk to L1 anyway -- they are basically working off a script and will not help in a situation like this. Hopefully the callback Medina3.0 gets will be from at least a L2 Manager, or someone else with the authority to resolve the problem.
If that person does call back and gives Medina3.0 the runaround, I wouldn't let that person hangup until he/she escalates to their boss. Just go up the chain until you get someone who will help.
Some people would shoot me for saying this, but Microsoft's Customer Support sucks. Apple's is better I have heard. Every call to customer support leads into breaking something of value. But, ouch! That was horrible! But roebeet has a good mind on his or her shoulders.
Some people would shoot me for saying this, but Microsoft's Customer Support sucks. Apple's is better I have heard. Every call to customer support leads into breaking something of value. But, ouch! That was horrible! But roebeet has a good mind on his or her shoulders.
Thanks for the compliment! I used to work as a customer service rep, so I know how this works. And I use that knowledge to good use, as an irate customer.
Apple used to be fantastic, back in the 1990's. I would call them for Mac issues and I never had a problem with them. My experience with iPod's, on the other hand, not so good. Granted, they are all very polite (almost inhumanly so), but as for fixing my problems to MY satisfaction? Nope. DELL has treated me better, once I got the right person on the phone. I haven't dealt with Zune service reps, yet.
Yea, i know they are in india, but i never really talk with them. I just give them the service request number and automatically get bumped up to tier 2
So here's the deal,
It's been 5 days now, and no call or message.
I'm going to call costumer support in a couple of minutes to see whats up with this.
Yea, i know they are in india, but i never really talk with them. I just give them the service request number and automatically get bumped up to tier 2
So here's the deal,
It's been 5 days now, and no call or message.
I'm going to call costumer support in a couple of minutes to see whats up with this.
Just keep documenting all this. Once you finally get someone with authority on the phone, they've got a lot of explaining to do....
Sorry for not posting anything sooner. I didn't really have new info. I have been in contact with zune customer support over having to ship out the current red 80gig i have so that they can give me my money back. But I also spoke with them about compensation regarding all the time and crap I have had to put up with.
The only way I can talk to the originals department is through email, which really sucks. I was hoping for a little advice as to what to tell them even though I know i should be able to at least get a free zune. Any thoughts?
Thank you for your response regarding this issue. We are currently looking into providing you with some form of compensation for your inconvenience. However, we would also like your input as to what you believe to be acceptable compensation.
Here at Zune Originals we are constantly working on improving our customers experience. Unfortunately, Zune Originals only offers email support at this time. We understand how you feel about email support. We believe that all issues can be satisfactorily addressed for both parties through effective email communication. We look forward to hearing your response regarding this issue.
Welcome to the social!
Sincerely,
The Zune Originals Team
you make it you
--- Original Message --- From : "-----------" Sent : Saturday, March 28, 2009 12:06:31 AM UTC To : "zuneorders@css.one.microsoft.com" Subject : RE: SRX1096463396ID - Zune Originals Replacement Device
I was able to print out the label and receipt successfully. I do have an issue that I would like to have an answer to. I know that you guys have finally agreed on reversing the charges and giving me my money back. But I am positive I am due some kind of compensation. When i called zune customer support and talked to them about this, they seemed to agree and I know one of the level 2 representatives left a note regarding compensation. I have been without my device for 3 months, have gone through numerous calls and emails. I have had to put a lot of things aside just to make calls to the support team and have logged all of the calls. The amount of time I have spent is truly ridiculous. I am really disappointed because a serious company would surely not make such big mistakes. And it was not only once, but twice. I will be writing to the BBB and a few trade magazines regarding this. It is not the same talking to you guys through email and would like to have a call to talk about this more thoroughly.
Right now, I think the most important thing is to get your money back for the unit, plus any S&H you might have paid for. Hopefully that's what's happening right now.
Assuming they actually do that, I find it bizarre that they are actually asking you about what else you want. imo, they should just send you at least a 4GB Zune, free of charge. Or better yet, fix your 80GB Zune and mail it back to you as compensation. They shouldn't even be asking this question...they should just be doing it.
What I would do is stress the lack of a player for months, the constant issues and, in your opinion, if they want to keep you as a future customer, a free Zune would probably be a good idea at this point. I also find the "Welcome to the Social" email tack-on to be in very bad taste, all things considering. Worst thing they could say is "no", I suppose.
Microsoft messing up again, and again.
