Well, about 3 weeks ago I received my zune 8 original, only to be dissatisfied when it died before the initial sync took place. So, with only a lifeless zune, I called customer support for help. They had no answers(and persisted on telling me it was on hold) and then informed me of the grim news, I'd have to send it back for a repair. I attempted to demand a replacement, but because of the engraving a repair was required. So, within a matter of 3 days the box showed up and I sent it back. About a week later, there was still no news, the status being "received at repair center". However, soon enough I received a call from a man at zune originals who explained how they had "lost my order info" and needed me to call them back. I'm not going to get into much detail here, but calling back was a disaster. To start off, they didn't answer the phone, then once I finally got into contact, I was put on hold multiple times, switched to different people, and ultimately asked for the same info/explanations over and over. After about an hour, they explained I would have it back in 5-7 days. Being they lost my order info, and 5-7 days is the time for a zune originals order... I began to think they were sending a completely new zune. By the next Friday, the status on my zune was still "received at repair center", and there were just 2 business days left until I was supposed to receive it. So, once again I called Microsoft customer support. This time a guy named Kevin answered, and when I questioned about how I was expected to have a zune within the next two days, even though it hadn't been shipped yet, he answered with an explanation of the normal repair process. I tried to explain, but he just kept re-enforcing how it takes 3-5 days for box, 10-15 for repair, and 3-5 days to get it back. He stated I would not have it back within the next few days, it would in fact be around 2 weeks.

It's Tuesday(the 7th day), and to my satisfaction my zune did in fact show up. The strange thing is... it's in a different sized box. Turns out, zune originals sent me a new zune, sweet! And what's even better is, some people that go through this process end up receiving the replacement unit as well, so there's always hope for a double. So, Thanks Microsoft for eventually getting me a working zune, and thanks Chris Leckness for the 8 gig!

Two zune originals boxes.. :D

P1010046

 

The zune

P1010053

P1010052

 

What goes on within Customer Support and the Repair Center, It's a mystery to me. But, if they get the job done eventually... all is good.