At exactly 3 months of ownership, my Zune 80 stopped working.
So how did it happen? I was syncing my Zune to my PC this morning and noticed that the Zune Software on my PC displayed an error message. I pulled the Zune from the cradle to take a look at it, and the screen was black. I looked closer, and noticed that the screen was very dimly lit (and nothing was displayed). So, I tried everything I could think of including:
- Doing a reset
- Erasing all content button sequence
- Erasing all content and firmware button sequence
- Full charge from wall outlet charger
What’s strange, is that I can hear the scrolling sound effects as I scroll using the center pad, and I could blindly play music on my device. The only issue is that the screen was blank. At times the display did show a brief pixelly screen when I blindly pressed the center pad button (maybe when it was trying to display something on the screen), but nothing I tried fixed the blank screen problem.
So, I called the 1-877-GET-ZUNE support line help. I’ve never had to call this support line before, but I have read several postings on forums that describe wild horror stories (e.g., having to talk to people in India with thick accents, or talking with a support person that has no clue what a Zune really is). Fortunately, the person I spoke with (Michael) was able to understand the issue I was having and proceeded to set up a repair order for my Zune. The steps for sending my Zune in for repair (under warranty) are as follows:
- Microsoft sends me an empty box via FedEx in 3-5 business days
- I put my Zune in the box and ship it to their repair facility (in Texas?)
- After about 10-15 business days, I should get my Zune back via FedEx
Michael did ask me if I had damaged my Zune (e.g., dropped it, spilled liquid on it, have a cracked screen, etc.) and noted that if it did have damage they would not repair it and would simply send it back at my cost. Since my Zune is in pristine condition, this wouldn’t be an issue for me. Also, Michael stated that depending on how busy the repair shop is, it might actually take longer than 15 business day to repair my device. In addition, I might get a refurbished unit as a replacement if that was deemed more appropriate. Since I’ve taken such good care of my Zune, I hope they can repair it, as I’d rather have the same unit back than get a refurbished unit that could have other problems.
So here I wait for the FedEx box to take my baby away. It will be tough not having my Zune for a while, and I’ll let everyone know how the process continues…
In case you’re interested, here are a few links to some Zune repair horror stories:
Just how long does it take for the repair center to return your item?
The Twilight Zune, or the ongoing Saga of Zune repair and (non) customer service