Zune.net/Microsoft
Zune.net - Microsoft Zune.net unauthorized charge/dreadful customer service/near impossible return policy

Unauthorized product charged to my account.

I ordered a zune8 and authorized a total of $165.84 (with artwork, shipping, handling, and tax). Zune added a speaker system to the order and charged my account $338.10 (which I did NOT authorize or even remotely consider ordering).

800 number is for sales, shipping questions, and technical problems. Billing questions can ONLY be addressed via email.

Emailed zuneorders@css. One. Microsoft.com— customer service states there is no way to make changes to any order once it is submitted, even though I contacted them that same day.

Customer service advised me to return product (that they had not even shipped yet!) when I received it and upon its return, I would be issued a refund minus shipping costs.

Product shipped from China and was received 06-01.

Original order number NOT printed on packing list. NO address. NO phone number. NO return instructions.

Tried to log into zune account online unsuccessfully. Had email sent to re-set my password. Followed directions and STILL was unable to access online account to any information.

06-01: emailed customer service for return shipping info and also informed them of my inability to log into my online account.

06-01: customer service replied "Thank you for your inquiry.in order to authorize a return for the device, we will need you to provide further details on the issue that you are experiencing with your Zune device in order to determine if you are eligible for a refund in your current situation. Once we have this information, we will review it and respond with return instructions if you are eligible for a refund." Customer Service did not address online account access issue.

I was told I could return this speaker system as soon as I received it. Several emails later and this is the 1st I have heard any mention of "eligibility".

I replied with the notes above and included "I am amazed the BBB seems to have no ill reports about you guys whatsoever. Thinking this too shall pass."

Customer service replied with return shipping instructions and a lame apology for "any miscommunication".

Waiting to file report with BBB after my return and credit to my account have been completed. Just wanted to share my experience so far with those who are considering ordering from zune.net— they suck beyond words.

Company: Zune.net/Microsoft
Country: USA
Site: www.zune.net/en-us

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