Since 1997, you’ve been coming to BarnesandNoble.com to discuss everything from Stephen King to writing to Harry Potter. You’ve made our site more than a place to discover your next book: you’ve made it a community. But like all things internet, BN.com is growing and changing. We've said goodbye to our community message boards—but that doesn’t mean we won’t still be a place for adventurous readers to connect and discover.

Now, you can explore the most exciting new titles (and remember the classics) at the Barnes & Noble Book Blog. Check out conversations with authors like Jeff VanderMeer and Gary Shteyngart at the B&N Review, and browse write-ups of the best in literary fiction. Come to our Facebook page to weigh in on what it means to be a book nerd. Browse digital deals on the NOOK blog, tweet about books with us,or self-publish your latest novella with NOOK Press. And for those of you looking for support for your NOOK, the NOOK Support Forums will still be here.

We will continue to provide you with books that make you turn pages well past midnight, discover new worlds, and reunite with old friends. And we hope that you’ll continue to tell us how you’re doing, what you’re reading, and what books mean to you.

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Reader 2
An_American_Bard
Posts: 1
Registered: ‎10-05-2010
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1-800-THE-BOOK

Is it just me, or has anyone else experienced incredibly long hold times for customer service, only to finally get a barely competent customer service representative?

Doug_Pardee
Posts: 5,522
Kudos: 4,015
Registered: ‎03-09-2010
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Re: 1-800-THE-BOOK

It's the Christmas rush. B&N had to add a zillion temporary staffers to deal with the gi-normous number of people opening NOOKs on Christmas day, and even that wasn't enough. Things will settle down in a month or so.

 

Bibliophile
bklvr896
Posts: 4,818
Registered: ‎12-31-2009
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Re: 1-800-THE-BOOK

 


An_American_Bard wrote:

Is it just me, or has anyone else experienced incredibly long hold times for customer service, only to finally get a barely competent customer service representative?


Generally, when temporary help is hired, you get the "checklist" people answering the phone.  Meaning, they really don't have a lot of training in the product, they just go down a checklist with you, that may or may not hit upon your problem and solve it.

 

And as Doug said in another post, a lot of folks don't want to bother with reading manuals, they just call CS and have them walk through any setup, making longer wait times for those who have a problem. 

 

Contributor
UnicronSocial
Posts: 15
Registered: ‎12-27-2010
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Re: 1-800-THE-BOOK

[ Edited ]

n

Give customer service time. It is after the holidays when thousands of people got a new nook, or another BN product.

Contributor
kd-did47
Posts: 12
Registered: ‎08-19-2010
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Re: 1-800-THE-BOOK

Currently on hold (11 minutes at this point) because -apparently- they can't use my valid credit card, which hasn't expired, and is in good standing.  Same card I've been using here for the past 3 years....

 

I am about to go mad listening to the same short repetition of the 'smooth jazz' muzak and the voice repeating that I am on hold and thank you for your patience...

 

B&N get a new message & some varied music!!

 

Thank you for listening to my rant!

Contributor
Egress
Posts: 5
Registered: ‎12-24-2010
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Re: 1-800-THE-BOOK

I waited roughly fifteen minutes each for the two times I've called, but the reps I've spoken to were really nice, answering my questions and sending a request through (and I got a refund! Yes!).♥

 

Definitely agree with the muzak and abrupt voice recording, however. The little pause right before the recording always gets my hopes up that I'm next in the queue, when all I hear is that all the reps're still busy.