Microsoft Zune & Xbox Fraud, Lie, No Refund, Redmond Washington

For Christmas 2007 I bought my son and husband two microsoft products. My son received a 80GB Zune device from Walmart online for $299.00. My husband received a Xbox 360 which cost over $500. I will mainly focus on the complaint of the Zune device. Since the December 25, 2007 my son has not been able to use his Zune player. We signed up and paid with Zune Marketplace for a $14.99 monthly membership subscription and downloaded the software correctly. Not once could we download the music and his hard drive always made a grinding noise when turned on. I reported the issue December 27, 2007 and was told they would mail a box to return the Zune to be repaired. I was told we would get it in 7-14 business days. Never have we received any box or correspondence. In January 2008 about a month later I called Zune support again explaining the problems and how we never received the box in the mail. Again I was reassured we would get a repair and nothing came out of that phone call waiting for another 4-6 weeks for the box. I called again February 17th and told them I had enough and wanted the Zune Marketplace Monthly subscription canceled until the Zune was repaired and I was assured my credit card would not be charged. On February 27, 2008 our card was charged for the monthly subscription I had canceled. I called and could not get thru for almost two weeks when finally I reached someone on March 9, 2008 and finally spoke to someone who spoke understandable english.9 (Their call centers are out of India). His name was Chris and he actually was able to give me a case# 1061063421. I told Chris all the problems I have had with Microsoft Zune and told him once again I wanted my monthly subscription canceled until a repair was made on the Zune I had purchased in December of 2007. He assured me I would get a box and my credit card would not be charged. Once again, all lies and we never got that d**n box to send the Zune in for a repair and to make matters worse our credit card was charged AGAIN $ 14.99. I made sure this time I would not have funds on my debit account since I wasnt totally stupid when I registered a credit card with Zune I used a prepaid Netspend Debit/Credit Card. But, hoping being they were Microsoft owned they would be credible so why should I fear being charged. Thats where I made the mistake I trusted Micrsoft to stand behind their product. So, in April I made sure there were NO funds available on that credit card so their submittal would be rejected and it was but they tried on May 27, 2008 after another call on May 5th to cancel account to submit for the April payment and once again I made sure funds would not be available so they charged $5.00 to my card instead of the $14.99. I called that evening when I noticed they tried to hit my account again and spoke to Zuday employer id: FUTH_VER_UDTH case# 1068374248 and he explained Chris never canceled my account and see no notes of all the times I had called in. Figures he would say that. I asked for a supervisor which I know he wasnt for he didnt know the FTC rules and compliance when I asked for the license number and address. He refused to give me any information to correspond to a complaint. His name was Jesse FUTH_VER_JEIM yet he did assure again my account would be canceled and another box would be mailed to me since it seems the last orders never was processed. He stated a return of my money would have to be approved by another department. I take it as a "No". I will never buy any product from Microsoft nor recommend them.

Maria
CLEARWATER, Florida
U.S.A.