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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Frequent Contributor
Zion21
Posts: 112
Registered: ‎06-23-2010
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Re: Secessio Plebis: My call to action for all B&N customers to "walk our talk."

Great story. I agree completely.

Correspondent
cork_dork_mom
Posts: 172
Registered: ‎07-17-2009
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Re: Doug : The CS Rep that saved B&N from disgrace!

I quit buying from B&N a couple of years ago after I had preordered some books for my son & they showed up over a week past their release date. I do everything in my power to keep a book in his hands & when books don't show up on time he gets very discouraged.

 

I really enjoy the B&N Book Clubs but we buy all of our books from Amazon - I've found they have a much better selection (especially on hard to find nonfiction books for my husband) and shipping is free - and best of all... orders show up early!

cork_dork_mom
Reader 4
MsErlybird
Posts: 7
Registered: ‎11-27-2009
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Re: Doug : The CS Rep that saved B&N from disgrace!

One positive experience I have had with B & N is with their Customer Service. I am not a particularly demanding customer, but when I worked in retailing, I received several Customer Service awards. (Sometimes good customer service is admitting that you don't know something - but finding it out, or finding someone who does.)

 

I purchased a Nook a few days ago. In my eagerness, there were a few things I wasn't doing right. I called B&N after midnight, and got the most patience CS rep with whom I believe I have ever worked! He was good natured, patient, and even gave me some tips. A couple of things didn't go right - and he figured it out right then and there. He thanksed me for my call and told me to call back if I had any problems.  Too bad I cannot remember his name. (Seriously!)

 

 

 

Inspired Bibliophile
Psychee
Posts: 7,307
Registered: ‎04-17-2007
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Re: Doug : The CS Rep that saved B&N from disgrace!

I've never had a problem that required me to go to the online / phone customer support, so I can't comment on that.  However, I have had to, on many occasions, use customer service in my bricks and mortar store -- usually having to do with books that didn't get printed right, or a DVD that wouldn't play.  I must say that they have always been WONDERFUL about making immediate exchanges with a smile and no hassle.  They don't even need to see the purchase receipt, which I very much appreciate since I can't find them half the time!

 

But I do agree with those above who say that good customer support is imperative.  Even one bad experience can leave you with bad feelings that last a very long time.