We own 2 Zune devices and enjoy them. We also own 2 Ipods so this doesn't become a comparative thread. My beef with Zune is their terrible service policy. Using some of the online based services their ground courrier policy is absurd. Unlike Dell, who overnight courrier's product, or Maxtor or Blackberry, that replace the device prior to receipt of the defective device once a legitimate RMA is generated, they feel that it is acceptable to use extremely slow UPS ground transport. Our device was determined to have a defective hard drive on May 7th and a replacement box was sent via ground, arriving on May 15th. It was boxed and given back to UPS the same day but only got to Zune's repair center in Texas on May 24th. It was immediately replaced and back in UPS' system on May 25th. The new unit is now scheduled to arrive on June 4th, 19 working days after the RMA was generated.
As a company trying to break into a saturated marektplace, you would think that they would follow the norm in the industry, if not try to exceed, regarding servicing of their products. Any complaints issued with the Zune team had the standard reply of "it is not our decision, but that of UPS'. I disgaree completely, as it is Zune's decision to have chosne ground service as the default with UPS. Needless to say, i will go out of my way at this point to discourage anyone from purchasing a Zune device.
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We own 2 Zune devices and enjoy them. We also own 2 Ipods so this doesn't become a comparative thread. My beef with Zune is their terrible service policy. Using some of the online based services their ground courrier policy is absurd. Unlike Dell, who overnight courrier's product, or Maxtor or Blackberry, that replace the device prior to receipt of the defective device once a legitimate RMA is generated, they feel that it is acceptable to use extremely slow UPS ground transport. Our device was determined to have a defective hard drive on May 7th and a replacement box was sent via ground, arriving on May 15th. It was boxed and given back to UPS the same day but only got to Zune's repair center in Texas on May 24th. It was immediately replaced and back in UPS' system on May 25th. The new unit is now scheduled to arrive on June 4th, 19 working days after the RMA was generated. As a company trying to break into a saturated marektplace, you would think that they would follow the norm in the industry, if not try to exceed, regarding servicing of their products. Any complaints issued with the Zune team had the standard reply of "it is not our decision, but that of UPS'. I disgaree completely, as it is Zune's decision to have chosne ground service as the default with UPS. Needless to say, i will go out of my way at this point to discourage anyone from purchasing a Zune device.