Cracking Zune screens: truth or fiction?

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.

[ajbright]

ITS TRUE!!!!

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!!!

[ajbright]

ITS TRUE!!!!

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!!!

[jimothyGator]

I'm skeptical

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.

[jimothyGator]

I'm skeptical

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.

[ServedUp]

More than one Zune user? WOW.

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.

[markdoiron]

My Son Has A Zune

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.

[markdoiron]

My Son Has A Zune

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.

[ServedUp]

More than one Zune user? WOW.

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.

[markdoiron]

My Son Has A Zune

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.

[markdoiron]

My Son Has A Zune

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.

[migafre]

Doubt it's true

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.

[migafre]

Doubt it's true

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.

[freests]

CNET should be more careful

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)

[hyperb0le]

People should not complain so much...

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?

[freests]

CNET should be more careful

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)

[hyperb0le]

People should not complain so much...

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?

[stjohnob]

Zune Pass Music

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!!!

[stjohnob]

Zune Pass Music

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!!!

[Aluminia]

Are you serious?

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.

[cbsmile]

well it did happen to me

[cbsmile]

well it did happen to me

[cbsmile]

well it did happen to me

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

[cbsmile]

well it did happen to me

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

[justkalk]

Zune Screen Crack - Absolutely True

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...

[justkalk]

Zune Screen Crack - Absolutely True

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...

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

[rholt1]

Zune LCD Screen cracking - yes

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.

[rholt1]

Zune LCD Screen cracking - yes

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.