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14 April 2008 @ 03:39 pm
1st Gen Zune - Error 5 (with fun bits)  
I have a 1st gen Zune, and the "Zune" splash screen freezes when starting up, also there appears to be a clicking coming from the hard drive.   After several minutes it goes to an Error 5 "Contact Customer Support" screen, where again it locks and I cannot even turn the unit off.  I have reset the unit, and still does the same thing.  This evening, I am going to try to restore the Zune device software.   My question to the community is, has anyone else heard or experienced this?  I feel that the hard drive is pretty much screwed, I have no receipt for the unit.  Has anyone dealt with Microsoft CS?  How difficult are they about replacing a defective unit?

Thanks in advance.
The Master (who does NOT approve)argh_jim on April 14th, 2008 08:53 pm (UTC)
I agree; it sounds like your hard drive is going bad.

The warranty is 1 year. Is the device older than that? If so, you're SOL. Also if you don't and can't get a receipt (did you order it on-line, for example? If so, you may be able to log-in to where it was ordered from and get it from your order history.)

Otherwise, you might want to consider this.
Jomontyollie on April 14th, 2008 10:50 pm (UTC)
That is exactly what happened to me. Exactly. First gen Zune, clicking sound and flashing logo when trying to charge.

Please read my entries here and here. You can see that there IS NO SUCH THING as Zune customer service. You read that right. No such thing. They have tech service, but they leave customer service up to the store you bought it from.

The service that I received was laughably lousy. I was *popping* mad by the end of that phone call. I ended up writing up my complaints out and emailing Microsoft directly. They have ignored me repeatedly. It's been about several weeks, and no resolution. I think I've sent about five reminders asking them the status of my call, and they send me back badly spelled and grammared "Thank you for contacting MS... we appreciate your letter. We are still working on your problem..."

A very kind soul from this board offered to help me, and I now have a functioning Zune thanks to that generous benefactor, but I have had it with Microsoft and as I told them in that letter, I will work VERY hard at voicing loudly and clearly on every MP3 discussion forum my opinion on their products and services. I am a computer technician by trade, and I know how important word-of-mouth advertising goes.

So in a nutshell... brace yourself. TERRIBLE customer service, your Zune is dead and they will replace it for $109 if you are American and if it's out of warranty, but they will not guarantee colour. If you are not American (like me) you are S.O.L.
The Master (who does NOT approve)argh_jim on April 14th, 2008 11:59 pm (UTC)
As I recall, there might have been some gravy involved as well? :D
Jomontyollie on April 15th, 2008 01:10 am (UTC)
LOL ah yes. The gravy. I used contact cleaner that day, and there appeared to be no trace of said gravy. The Zune is pretty self contained, and there is only that one 'orafice' haha so I really do believe that the gravy was coincidental on the day it died.

It was clicking like a dead hard drive, which would indicate internal problems. MHO. LOL!!
(Anonymous) on September 26th, 2008 04:06 am (UTC)
zune error 5
dude my brown zune is messed up and it shows the recharge symbol for about 6 seconds then it loads zune then brings up error 5 any help
akarrick on September 26th, 2008 06:30 pm (UTC)
Re: zune error 5
The resolution to the issue that I had is that I eventually had to call up customer service and they replaced it. Good luck!
shit dude, run!retroactively on April 15th, 2008 03:14 am (UTC)
I had poor experiences with replacing my first gen Zune, also. My problem was different, the device was stuck in "Locked" mode yet the physical switch seemed no different than before, and I was on two different calls for what seemed like forever before they agreed to replace it.

Once they give up trying to fix the problem over the phone the actual process of sending the device in and getting it back was painless and fast. I got a refurbished device back, so get ready to re-sync all your items.