• On CBS MoneyWatch: Don't do this: Dumb financial advice
January 31, 2007 3:30 PM PST

Cracking Zune screens: truth or fiction?

by Jasmine France
  • Font size
  • Print
  • 36 comments

Earlier today, Engadget posted this story, which posits an interesting--though unsubstantiated--claim that a Microsoft call center has lately been receiving a large number of complaints about Zune screen crackage. Their source supposes that the damage, which is discovered after the unit has been left charging all night, could be caused by an overheating and expanding battery, which is located behind the screen. (Hmm, this story sounds familiar.) Various Zune users have replied to the thread, mostly stating that they have never experienced such issues, despite leaving their players on the charger for eight hours or more. For my part, I sent out a note to the Zune product manager, and he replied that he'd never heard of such a thing, nor had any of the engineers that worked on the product. The team is now investigating the issue, which they take "very seriously." In any case, my gut tells me Microsoft will make good if there is such a problem, though I'm still waiting to hear whether this specific issue is or will be covered in the warranty.

For more than five years, Jasmine France has covered a variety of tech products for CNET--from scanners to keyboards to GPS devices--but she's happiest where she is now: sitting atop a pile of MP3 players, "testing" every music service known to man, and jamming a variety of earbuds in every shape and color into her absurdly small ears. E-mail Jasmine.
Recent posts from Crave
Killer deals on BlackBerry, Droid, and Palm Pixi
This week in Crave: The boxed-in edition
Ricky Gervais helps reveal pain of cell phone salesmen
Indecent Exposure 68: Inky extents
Apple fixes AirPort problems marring video playback on 27-inch iMacs
iPhone: The board gamer's paradise
Can erasing your iPhone's memory improve performance?
Top 5 best products of the fall
Add a Comment (Log in or register) Showing 1 of 2 pages (36 Comments)
ITS TRUE!!!!
by ajbright January 31, 2007 4:58 PM PST
when I threw mine on the floor, stomped on it, hit it with a baseball bat, froze it overnight then threw it in a pre-heated oven at 400 degrees for an hour - the screen cracked!!!
Reply to this comment
ITS TRUE!!!!
by ajbright January 31, 2007 4:58 PM PST
when I threw mine on the floor, stomped on it, hit it with a baseball bat, froze it overnight then threw it in a pre-heated oven at 400 degrees for an hour - the screen cracked!!!
Reply to this comment
I'm skeptical
by jimothyGator January 31, 2007 5:22 PM PST
I think it's all made up. Come on, "a large number of complaints." They would
have had to sell a large number of Zunes for that to be true.
Reply to this comment
I'm skeptical
by jimothyGator January 31, 2007 5:22 PM PST
I think it's all made up. Come on, "a large number of complaints." They would
have had to sell a large number of Zunes for that to be true.
Reply to this comment
More than one Zune user? WOW.
by ServedUp February 2, 2007 8:28 PM PST
What I find interesting about this article, is two things; the fact that there is
more than one Zune user out there and that Microsoft takes the issue of the
broken screen seriously.

Yep, all this, after the main man responsible in releasing the Zune, left the
company to pursue other interests (which basically is the same for, he got
fired.). Either way, Microsoft SHOULD take this defective screen issue seriously,
to hold on to the consumers they actually fooled into buying it.
Reply to this comment
My Son Has A Zune
by markdoiron February 4, 2007 2:59 PM PST
My son attends the Oklahoma School of Science and Math. 137 total students. Very advanced high school for very smart kids (often have the top composite average ACT scores of any high school in the U.S.). Of those 137, three now own Zunes. Half a dozen own iPods. So far, all of the iPod owners have indicated that they kind of wish they had a Zune, after seeing the three on campus (a resident school). And none of the Zune users say they wish the had an iPod. Hmmm. Maybe it's that nice, big screen. If MS just fixes the squirting so that there isn't an artificial DRM imposed on non-DRM media, it will be pretty cool. That's what these very bright kids want. To share their stuff, and to watch a good screen where TV's aren't allowed.

As for the exec who resigned: I don't know why the iPod folks get such a kick throwing out that he was really fired. They have no idea. And I don't accept that an exec won't leave a company just after his "baby" is released. Of course he will! What he won't do is leave when it's still incubating. His departure makes total sense.

--mark d.
My Son Has A Zune
by markdoiron February 4, 2007 3:00 PM PST
My son attends the Oklahoma School of Science and Math. 137 total students. Very advanced high school for very smart kids (often have the top composite average ACT scores of any high school in the U.S.). Of those 137, three now own Zunes. Half a dozen own iPods. So far, all of the iPod owners have indicated that they kind of wish they had a Zune, after seeing the three on campus (a resident school). And none of the Zune users say they wish the had an iPod. Hmmm. Maybe it's that nice, big screen. If MS just fixes the squirting so that there isn't an artificial DRM imposed on non-DRM media, it will be pretty cool. That's what these very bright kids want. To share their stuff, and to watch a good screen where TV's aren't allowed.

As for the exec who resigned: I don't know why the iPod folks get such a kick throwing out that he was really fired. They have no idea. And I don't accept that an exec won't leave a company just after his "baby" is released. Of course he will! What he won't do is leave when it's still incubating. His departure makes total sense.

--mark d.
View reply
More than one Zune user? WOW.
by ServedUp February 2, 2007 8:28 PM PST
What I find interesting about this article, is two things; the fact that there is
more than one Zune user out there and that Microsoft takes the issue of the
broken screen seriously.

Yep, all this, after the main man responsible in releasing the Zune, left the
company to pursue other interests (which basically is the same for, he got
fired.). Either way, Microsoft SHOULD take this defective screen issue seriously,
to hold on to the consumers they actually fooled into buying it.
Reply to this comment
My Son Has A Zune
by markdoiron February 4, 2007 2:59 PM PST
My son attends the Oklahoma School of Science and Math. 137 total students. Very advanced high school for very smart kids (often have the top composite average ACT scores of any high school in the U.S.). Of those 137, three now own Zunes. Half a dozen own iPods. So far, all of the iPod owners have indicated that they kind of wish they had a Zune, after seeing the three on campus (a resident school). And none of the Zune users say they wish the had an iPod. Hmmm. Maybe it's that nice, big screen. If MS just fixes the squirting so that there isn't an artificial DRM imposed on non-DRM media, it will be pretty cool. That's what these very bright kids want. To share their stuff, and to watch a good screen where TV's aren't allowed.

As for the exec who resigned: I don't know why the iPod folks get such a kick throwing out that he was really fired. They have no idea. And I don't accept that an exec won't leave a company just after his "baby" is released. Of course he will! What he won't do is leave when it's still incubating. His departure makes total sense.

--mark d.
My Son Has A Zune
by markdoiron February 4, 2007 3:00 PM PST
My son attends the Oklahoma School of Science and Math. 137 total students. Very advanced high school for very smart kids (often have the top composite average ACT scores of any high school in the U.S.). Of those 137, three now own Zunes. Half a dozen own iPods. So far, all of the iPod owners have indicated that they kind of wish they had a Zune, after seeing the three on campus (a resident school). And none of the Zune users say they wish the had an iPod. Hmmm. Maybe it's that nice, big screen. If MS just fixes the squirting so that there isn't an artificial DRM imposed on non-DRM media, it will be pretty cool. That's what these very bright kids want. To share their stuff, and to watch a good screen where TV's aren't allowed.

As for the exec who resigned: I don't know why the iPod folks get such a kick throwing out that he was really fired. They have no idea. And I don't accept that an exec won't leave a company just after his "baby" is released. Of course he will! What he won't do is leave when it's still incubating. His departure makes total sense.

--mark d.
View reply
Doubt it's true
by migafre February 2, 2007 11:17 PM PST
I have had no problem with my Zune. It might have it's flaws but I have a feeling that Microsoft will be more serious about tech support as opposed to Creative (who royally screwed me over with an RMAd device).

As for the smug remarks by Ipod fanboys, well, I don't know how the hell you guys can watch video on that screen. You have to look at it through a magnifying glass to see anything especially if it's in 16:9 format. And I don't know where you guys live but at my University I see a lot considering that it's only been out for a little while now.
Reply to this comment
Doubt it's true
by migafre February 2, 2007 11:17 PM PST
I have had no problem with my Zune. It might have it's flaws but I have a feeling that Microsoft will be more serious about tech support as opposed to Creative (who royally screwed me over with an RMAd device).

As for the smug remarks by Ipod fanboys, well, I don't know how the hell you guys can watch video on that screen. You have to look at it through a magnifying glass to see anything especially if it's in 16:9 format. And I don't know where you guys live but at my University I see a lot considering that it's only been out for a little while now.
Reply to this comment
CNET should be more careful
by freests February 4, 2007 12:34 PM PST
CNET should not just post any article without actually finding the truth behind the issue. CNET should be more responsible and not post unsubstantiated rumors....I read CNET with the expectation that the service is fair and truthful....and also not biased to any one player in the market...(even if the editor writing the article maybe biased)
Reply to this comment
People should not complain so much...
by hyperb0le February 4, 2007 6:40 PM PST
There was nowhere in the article where the author claimed there WAS any authenticity to the Zune screen story, so how exactly is the author being biased?
CNET should be more careful
by freests February 4, 2007 12:34 PM PST
CNET should not just post any article without actually finding the truth behind the issue. CNET should be more responsible and not post unsubstantiated rumors....I read CNET with the expectation that the service is fair and truthful....and also not biased to any one player in the market...(even if the editor writing the article maybe biased)
Reply to this comment
People should not complain so much...
by hyperb0le February 4, 2007 6:40 PM PST
There was nowhere in the article where the author claimed there WAS any authenticity to the Zune screen story, so how exactly is the author being biased?
Zune Pass Music
by stjohnob February 4, 2007 7:31 PM PST
I think the bigger issue is the music downloaded from Marketplace. With a Zune Pass subscription, the downloaded music skips. Microsoft says they are working on it according to support pages, but come on, how annoying!!!
Reply to this comment
Zune Pass Music
by stjohnob February 4, 2007 7:31 PM PST
I think the bigger issue is the music downloaded from Marketplace. With a Zune Pass subscription, the downloaded music skips. Microsoft says they are working on it according to support pages, but come on, how annoying!!!
Reply to this comment
Are you serious?
by Aluminia February 8, 2008 6:38 PM PST
How is THAT a bigger issue? Cracking screens means that the Zune is like, 75% useless. Bad interface for the Marketplace means you have to -gasp- download music from somewhere else.
well it did happen to me
by cbsmile February 6, 2007 7:13 PM PST
Reply to this comment
well it did happen to me
by cbsmile February 6, 2007 7:13 PM PST
Reply to this comment
well it did happen to me
by cbsmile February 6, 2007 7:22 PM PST
Please please keep those engineers, quality control people working on this as it is a reality...customer support is so far removed same with the repair service that the engineers probably have never heard there was a problem.
I sent my daughers zune back with this problem, but the zune was returned with a letter say not covered, not caused by malfunction, not economically feasible to fix...well now I am posting, writing every one possible to get a new zune for this poor kid...she used her babysitting money and christmas money for the purchase...I am wiling to let them use my zune to figure out the root cause..all they need to do is send me a new zune
Reply to this comment
well it did happen to me
by cbsmile February 6, 2007 7:22 PM PST
Please please keep those engineers, quality control people working on this as it is a reality...customer support is so far removed same with the repair service that the engineers probably have never heard there was a problem.
I sent my daughers zune back with this problem, but the zune was returned with a letter say not covered, not caused by malfunction, not economically feasible to fix...well now I am posting, writing every one possible to get a new zune for this poor kid...she used her babysitting money and christmas money for the purchase...I am wiling to let them use my zune to figure out the root cause..all they need to do is send me a new zune
Reply to this comment
Zune Screen Crack - Absolutely True
by justkalk February 16, 2007 8:39 PM PST
My son purchased a Zune within a week of it's release and one month later, the screen cracked on the inside. He was very careful with the device and it doesn't have a scratch on it. Needless to say, he was very upset and contacted Zune support. At first, they indicated that they would take care of the problem and sent him a box to return it in. They called about a week later to see if he has received his "new" Zune; he had not, but was excited when the package arrived only to find the unrepaired Zune that he sent back. Enclosed was a letter basically indicating that the screen was not included in the warranty. He has been very patient, by calling and attempting to work his way up the support line, only to finally be told they considered the case closed. Well, I don't! I contacted support myself, and was told that the Zune problem is under review by Microsoft, and to keep all documentation and watch for press release regarding the matter. So, is Microsoft going to stand behind their product or not? $250 spent on a device that cannot be used. Looks like money wasted...
Reply to this comment
Zune Screen Crack - Absolutely True
by justkalk February 16, 2007 8:39 PM PST
My son purchased a Zune within a week of it's release and one month later, the screen cracked on the inside. He was very careful with the device and it doesn't have a scratch on it. Needless to say, he was very upset and contacted Zune support. At first, they indicated that they would take care of the problem and sent him a box to return it in. They called about a week later to see if he has received his "new" Zune; he had not, but was excited when the package arrived only to find the unrepaired Zune that he sent back. Enclosed was a letter basically indicating that the screen was not included in the warranty. He has been very patient, by calling and attempting to work his way up the support line, only to finally be told they considered the case closed. Well, I don't! I contacted support myself, and was told that the Zune problem is under review by Microsoft, and to keep all documentation and watch for press release regarding the matter. So, is Microsoft going to stand behind their product or not? $250 spent on a device that cannot be used. Looks like money wasted...
Reply to this comment
by January 17, 2009 12:37 PM PST
Do you know if Microsoft ever issued that press release? I still have the device & all the original paperwork (same problem occurred with my Zune as your sons) so I would love some sort of resolution.

Thank you
Zune LCD Screen cracking - yes
by rholt1 February 21, 2007 10:07 AM PST
my son's Zune's LCD screen cracked about 3 weeks after he got it. we returned it and received a replacement (it had been in NEW condition). it arrived less than 3 weeks ago and this past friday he was walking around (it was in his pocket) and the LCD on this on cracked, also. again, no dents, no scratches, no bumps, no chips. although my son loves the audio, video & controls of the Zune, all he wants now is his money back.
Reply to this comment
Zune LCD Screen cracking - yes
by rholt1 February 21, 2007 10:07 AM PST
my son's Zune's LCD screen cracked about 3 weeks after he got it. we returned it and received a replacement (it had been in NEW condition). it arrived less than 3 weeks ago and this past friday he was walking around (it was in his pocket) and the LCD on this on cracked, also. again, no dents, no scratches, no bumps, no chips. although my son loves the audio, video & controls of the Zune, all he wants now is his money back.
Reply to this comment
Showing 1 of 2 pages (36 Comments)

About Crave

The name says it all. Crave is our blog about gorgeous gadgets and other crushworthy stuff. If you would like to contact Crave with a tip or comment, please write to: crave@cnet.com

Add this feed to your online news reader

Crave topics

A CNET Conversation with Eric Schmidt

CNET's Tom Krazit and Molly Wood sit down with Google CEO Eric Schmidt to discuss the future of Android, the Chrome OS, the problem of real-time search indexing, and more.

Verizon tests sending RIAA copyright notices

The No. 2 phone company, known for its reluctance to intervene in antipiracy cases, strikes an agreement to forward copyright notices on behalf of the music industry.