11-18-2009, 05:32 AM
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Neophyte
Join Date: Nov 2009
Posts: 2
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Zune Marketplace � Failed Download, Unable to Purchase Song
This is a repost of my experience previously left on the Zune forums: http://forums.zune.net/546428/ShowPost.aspx#546428
I have a song that I tried to purchase with Zune Pass credits on 10.25.09 that failed to download to my collection. It shows up in my purchase history and now I'm unable to download the song again. Yes, I used up one of my Zune Pass credits on 10.25.09, but didn't make a big deal about it then. I still do want to download the song as an mp3, but I get the following error on the "Confirm" screen when trying to buy the song,
"You've exhausted the number of times you can restore this item"
So, I called Zune support so they could fix their system to allow me to redownload the file. The reference number for the case is 1117438064. After being on the phone for 25 minutes describing the issue four times, giving them my contact infromation twice and being on hold twice, the Zune support solution is to give me a zune pass credit for the failed download on 10.25.09. As for the song that I still want to purchase they said that I should just download a different song since the one that I want will not work. When I explained that they did not fix my issue, I was told to try again in 24 hours.
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>I have to say when the Zune Marketplace messes up it gets real ugly and full resolution is unlikely. This leads to a poor customer experience and negative goodwill.
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