Customer Service, Good and Bad.

With all due respect to Stephen Colbert, it’s time for my own tip of my hat, wag of my finger.

Tip of My Hat: Microsoft Zune

The Zune has gotten a bad rap since its introduction for several reasons. No.1: It’s software was incredibly buggy, it is a huge device, and it’s unique features turned out to be crippled. No. 2: It’s not an iPod.

That’s one of the reasons I was able to pick up one on Ebay for a hundie last November. Yes, I probably still paid too much.

But Microsoft has done a lot right since then. With free firmware updates and an overhaul of the software, they turned the device into a middle-of-the-road mp3 player, a huge improvement.
But two things have impressed me in the last week.

I subscribed to Microsoft’s Zune Pass, an all-you-can-download service. Splitting the tab with my brother in KC has helped. I had some credit card problems after the initial payment, and my account got suspended at the end of January. A phone call to customer service fixed nothing, but I did get to speak to a real person.

But after clicking on a few other options, I changed one setting online. Within five minutes, my account was unblocked. Pretty fast clearance there. And for my trouble, they gave me a free month. Even though the problem was all mine.

Now I’m training for this half-marathon thing. And I took the Zune with me to go jogging. I’d discovered a channel I could download automatically that gave me around 20 songs to keep a specific heart beat. Sure enough, that music helped me keep a good pace, making the run a lot easier than I expected. With the pass, Zune will download a new set next week, keeping the music fresh for running. Overall, a pretty good setup.

There could be a few things improved. Microsoft, I don’t want any more Christmas music. Stop recommending it.

Wag of My Finger: Skype

Skype has been a wonderful service. It’s turned what used to be a huge expense, calling internationally, into a breeze. Unlimited in and out calling costs only $4 a month.
But the human element is a bit lacking in customer service. For some reason ( I still don’t know why), Skype blocked my account this month. In spite of the subscription, which I don’t abuse, and in spite of more than $9 of unused credit, Skype banned me.

I submitted a support ticked on Sunday. They sent an email saying they’d get back with me within 48 hours. The forum said if you haven’t heard in four working days, send a private message. I did. The moderator wrote and said he’d pass it on to Skype. I still haven’t heard anything.

It’s not a huge deal, but, when it’s the link home, and when you’re paying for the service, it’d be nice for it to work. Or for there to be an explanation. Or for a human person to be available within a week. It’s probably a credit card glitch similar to the problem with Microsoft.

I’m going to buy credit on Yahoo tomorrow just to do what Skype once did. I don’t know how long it will take Skype to get it fixed.

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