Zune 120, toggle pad freeze - Intermittent

[mforster]

I have had a zune 120 since Fathers Day two years ago. After about 10 months the device had a strange occurrence, which has now become a frequent Intermittent frusration. Unfortunately I did not send it back to Zune immediately and the warranty expired.

The toggle pad will freeze if I don't it exactly on a specific direction. Intermittently, If I am just a little bit off center to "select" something on the menu, instantly the pad will freeze and I can make no selections. Of course for navigating, I really don't need to push down, so it does not freeze if I am just moving up or down, only when I select something. And to make it more frustrating.....it does not happen every time that I push it off center. Just at the time when I most want to make my next song/video selection !

When the freeze happens, the other two buttons (back, play) work, however the pad is totally frozen. The only way for me to get it working again is by using the Zune software and "Update" the device by installing games.It will then restart the device and everything works perfectly again....until it freezes next. As an alternative, I can keep it off for the 3 days or how ever long it takes to automatically shut down...then when it restarts it is fine. BUT this is a long wait to hear my next song !

I have sent this device twice to Rapid Repair, spent over $100 on the two repair attempts, and they have not been able to fix it. They tried to replace an internal cable and then the second try, I am not sure what they did....but it didn't work. The problem is that by the time it is mailed to them, it has reset and work flawlessly. Then when they send it back to me it will freeze on around the second day of me using it !!!!

My last guess is that the toggle pad has a short in it. So if the pad is not pushed exactly where a "push point" is located it shorts completely. Is this possible ? Would replacing the toggle pad assembly resolve this problem?

Thank you,
Michael Forster

[bvronko]

Michael,

As I look in your order it appears you ahve already got a hold of us. We can replace the touchpad for $40. Give us a call if you would like to arrange a replacement.

[mforster]

I will think about sending it in this week. I am just afraid that I will spend more money (another $40) and nothing will change. It will still be broken.

Mike

[bvronko]

We strive to resolve every issue quickly and correctly and I apologize that this has not been the case so far with your unit. The reason our technician decided not to have you replace the touchpad in the beginning was because he could not reproduce the issue. We replaced the hard drive ribbon cable because it was determined that the cable in your unit was damaged and could cause data loading related issues down the road. It is a very common replacement with the model you have. As far as the touchpad problem is concerned the only two parts which could be causing that issue are a faulty motherboard or faulty touchpad circuitry. At this time I have determined that it would be a good idea to replace your touchpad circuitry for three reasons. That part is one that fails on other units semi-frequently and while the symptoms are typically different from yours I feel it may be the solution we both desire. In addition it would be of greater cost and time to replace the motherboard and the it is not typically the cause of touchpad related issues. Finally it would solve what may be the most likely of causations being that the touchpad may be manufactured slightly off and randomly causing a short which prevents touchpad operation. Again I apologize about the lack of a solution thus far but I hope you can see that an issue like this with intermittent symptoms is hard to diagnose and solve. Thanks for your time.

Ben Vronko
Technician

[mforster]

Thanks Ben,

That was the explanation I was looking for. I know that it is a difficult situation, because the fault is difficult to replicate. It happens to me at least once every two battery recharges....so it is frustrating. I was just debating on buying some sort of new unit, or trying to get it repaired. I guess I will try again to fix it.

I will ship it off to you shortly. Do I need to get a Return Authorization or anything?

Thanks again,
Michael Forster

[bvronko]

No just make sure you include a piece of paper with your order number, name and address. I will make sure to personally repair your unit when it arrives. Looking forward to see your unit.

- Ben Vronko

[mforster]

Listen, one more piece of evidence.....

I recall the very first (few) times that this happened, I was actually able (not easily...had to try many times) able to get the unit to restart by pressing the combination of toggle and key. It was difficult to find the "sweet spot" where it would re-boot. That method stopped working, as I could not seem to find the "sweet spot" any longer, and over the past year I have not been able to get any response from toggle button after the "freeze".

Also, only one time that I can recall, the button appeared to freeze when I did not actually push the toggle key down....I was just using the touch to scroll thru songs. Its possible I slightly pressed the pad, but certainly did not push it down.

Just wondering if these support our theory of the pad being the issue. I think I would rather spend the money for an I-Pod rather than replace the mother board !

Thanks again,
Mike