Zune Secondary Support

The Zune problems that I've been having with their support. I found out today that Microsoft has outsourced the support to The Sutherland Group Ltd. from Rochester, New York. I found that out after dealing for hours with the support in India, and finally got escalated up to secondary support which spoke very good English from being New Yorkers. They quickly determined that the problem all along wasn't mine, which I already knew that. They basically said, don't call us will call you when we have a resolution. So I did not expect to receive a phone call tonight from their elevated support just to tell me to do something very simple again. It's pretty bad when someone knows more outside the tech support department than the ones inside. Is there any way you could get me in direct contact with anybody at Microsoft. I'd really hate for them to screw up this podcasting support on the Zune.




The Sutherland Group Ltd.

Address: 69 Cascade Drive ste. 101
Rochester New York, 14614

Phone: 585-586-5757

Description:

Providing domestic, offshore and blended US/offshore-based customer support services for companies. Our integrated solutions include: * Sales, Lead Generation, Lead Qualification, and Closed-Loop Lead Management * Inbound/Outbound Call Handling

Thanks for the info...

I have had a couple of conversations with second level support and they have been very condescending and unhelpful. Hopefully I can escalate my issue further now. They would not allow me to speak to or give me any other contact information beyond this level. I was dealing with a four day old Zune 80 that had the front glass accidently cracked (not the LCD). I realize this would not be covered by warrantee and was prepared to pay for service but they informed me that they would be voiding my warrantee and would not repair the unit. The only thing the support rep did was keep quoting the warrantee over and over. Now I am a professional developer and have had a very good relationship with Microsoft over the years but I doubt it will continue. I have dealt with numerous other manufacturers over the years (Nintendo comes to mind) that are truly helpful and do whatever they can to satisfy the customer. I cannot believe Microsoft?s customer service practices with this product.

If anyone has any other contact information for MS please let me know, I'm sure the higher ups would be interested in the practices that their outsourced support follows.

Thanks,
Bryan

calm down man!!!!!!!!!!:surrender::whistling: