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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 4
CeciliaS
Posts: 3
Registered: ‎09-11-2011

Defective Nook color and poor customer service

     I purchased a brand new nook color on July 9, 2011.  It had a charger port that was loose and I had trouble charging it as a result. Barnes and Noble replaced my brand new nook with a refurbished one that freezes up. As I write this my nook color has been completely frozen and unresponsive for 30 minutes.

     I have used the e-chat option to try to resolve these propblems and I have called for help as well. The reps I have dealt with have had a limited grasp of English, expressed little empathy for the problems I have had with this device, in at least 2 cases were unable to resolve the issue and my barnes and noble membership was not renewed as promised when I purchased this device.

     I'm frustrated and I'm disgusted. I spend *a lot* of money at barnes and noble,  I think expecting a device I spent hundreds of dollars on to work is reasonable. I think expecting a working replacement for a shoddy defective device is more than reasonable. I think that expecting assistance in English for the problems I am having is perfectly reasonable. Barnes and noble took my money in the USA, I should be able to receive help from someone in the USA rather than the Phillippines.

flyingtoastr
Posts: 3,011
Topics: 55
Kudos: 2,923
Registered: ‎11-11-2009

Re: Defective Nook color and poor customer service

Go into a store. We have a specific store support line that is much more helpful than the public CS line. In addition, we can process warrenty claims right in the store and get you another device if it is defective.

Distinguished Correspondent
gabourele
Posts: 165
Registered: ‎06-03-2010

Re: Defective Nook color and poor customer service

One other thing to think about to is when you contact CS try doing it during the week morning or afternoon more than likely you will get in touch with someone in the U.S.

Light travels faster than sound. This is why some people appear bright until you hear them speak.
Bibliophile
laurieb52
Posts: 1,132
Registered: ‎12-13-2009

Re: Defective Nook color and poor customer service

[ Edited ]

During work hours you can also try contacting customer service online through the "Chat with a Nook Expert" link on the Nook or Nook Color support page. That way you can print out your chat as documentation of the session. I found the wait time to be minimal.

Life's a chair of bowlies...and it's all about Plan B!
Contributor
Chocolat20
Posts: 18
Registered: ‎01-23-2011

Re: Defective Nook color and poor customer service

So sorry that you had a bad experience.My NC stopped charging after 8 months.I brought it into the store and it was immediately replaced and upgrade installed.They even stood by to make sure all my books transferred.Im a happy customer.Go directly to the store.
Reader 4
CeciliaS
Posts: 3
Registered: ‎09-11-2011

Re: Defective Nook color and poor customer service

     Hello everyone,

Thank you for all the good advice. I'm sorry for taking so long to tell you the outcome, but part of it got resolved (please gods) yesterday, and I also needed a chance to walk away from this mess.

     I got on the phone with customer service the morning after my first post. After 2 hours, 4 calls total, and 2 escalations with a third requested, my nook was replaced and I was told my membership would be renewed and the cost credited back.

     I got the replacement nook yesterday. I'm sure no one will be surprised that it did not work correctly. It showed half of my books and none of my apps. After a couple of complete resets, it showed my books and apps but would not run my apps. So, I packed up both nooks, all the accessories, and made the drive to the closest B&N store.

     I know everyone suggested going to the store, but it's a last resort for me because: it's a 30 mile drive each way, and this store has great customer service for everything *except* the nook. I've been afraid that I would make that drive and get the usual "oh gee, I'm not sure. Have you tried calling for assistance?"; and then I'd most likely be escorted out by security for losing my temper.

     When I got to the store, that's exactly what started to happen, but once I explained that I would either walk out of the store with a working device or a refund for the device, extended warranty, cover, pedestal, screen protector, optional car charger and all e-books purchased, a second rep started to assist and after 30 - 45 minutes my replacement nook worked correctly.

     The membership has been renewed, but I haven't seen the credit yet. I'm told it might take up to a week.

     Please, everyone, keep your fingers crossed for me that the third nook is the charm! And thanks again for the advice.

    

Frequent Contributor
NookAtMe
Posts: 32
Registered: ‎04-23-2011
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Re: Defective Nook color and poor customer service


CeciliaS wrote:
...a second rep started to assist and after 30 - 45 minutes my replacement nook worked correctly.

    


Do you know what this rep did?  I would think that your books and apps are tied to your account so I'm just wondering what had to happen so the new Nook was communicating properly or why at first it wasn't. 

Correspondent
tuck229
Posts: 179
Registered: ‎09-02-2011
0 Kudos

Re: Defective Nook color and poor customer service

I'm glad that you seem to be on the fix to your problem now.  I can't imagine the frustration of having to deal with defective replacement for a defective new device.  I just purchased three refurbished Nook Colors and so far they seem to work fine, though only one has seen heavy use so far.  There's always a certain percentage of electronics that are going to malfunction, but most are supposed to get caught by QC.  Let us know after a bit if your replacement replacement is working well.

Reader 4
CeciliaS
Posts: 3
Registered: ‎09-11-2011
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Re: Defective Nook color and poor customer service

     I'm not completely sure. I followed when they did the archive and unarchive of the apps and the manual update of  the software, but the reps lost me at the partitions in the device (which were correct). After that I let them work and just watched. The new device has worked correctly since leaving the store yesterday, so I'm hopeful it's going to be okay.

New User
gloriabelcher
Posts: 3
Registered: ‎09-18-2011
0 Kudos

Re: Defective Nook color and poor customer service

When I first purchased my NookColor I thought it was the best thing since sliced bread. Within the month my touch screen failed to respond. I returned it and was given a replacement. 11 months later as I was reading the battery icon started flashing indicating it was charging even though it was not plugged into the charging cable the next thing I knew the entire device quit working. I called the support line and they ordered a replacement. While I wasn't happy about the time frame, I patiently waited the arrival of my new device. I received a refurbished device. When I plugged it in to charge the green light came on then went immediately to orange. I then used the charger I already had thinking I had got a defective charger. Nothing. Again I called customer support and was told that it appeared I had been given a defective device. Again I must wait for another device to arrive. As I pointed out to the CS rep this is not acceptable. B & N asks us to buy a device in which we can store all books Bibles, cookbooks, newspapers and all else then we have to go without our daily reading of these essential books (I donated my physical copies) until they can send a replacement that may or may not work. I had planned on buying these devices for my grown children's Christmas Presents. I think that the service I have received just changed my mind.
Contributor
cynthiaellen
Posts: 7
Registered: ‎10-21-2009
0 Kudos

Re: Defective Nook color and poor customer service

This suggestion is fine if there is a B&N close by. The closest to us in Fredericksburg is 45 miles south to Richmond or 45 miles north to Springfield both along I95. This is why I hesitate to get a Nook and the Nook nights are useless to me.

Distinguished Bibliophile
deemure
Posts: 3,933
Registered: ‎12-28-2009
0 Kudos

Re: Defective Nook color and poor customer service

That's because we've become an internet ordering society. You wouldn't have the option to drive to a store at all if BN was internet only. What appears to have been the case with the NC that would not run the apps, is that it had the older harddrive partition sizes. The NC has a drive that was initially setup to have 2 partitions where 1 was larger and for sideloading any non-BN content and the other was for the operating system as well as BN content. Then apps came along. Apps are bigger than books and require more space on the drive. They won't download if you don't have room (mags and books won't either) and you used to have to keep archiving to make space for them. They also won't run well if the space is limited, and most do need you to have a microsd card inserted to run, because they save things to it. What BN did to make more room for apps was to reformat the partitions on the drive. They made the BN one bigger and the one you sideload to smaller. For anyone that doesn't understand this, partitioning is just a way to make separate spaces on a harddrive. On the NC, it's like taking 1 drive and making it into 2. The BN side is protected and hidden with the new partition setup so you can't see anything in it when hooked up to a computer.
"I still believe in spite of everything that people are good at heart." Anne Frank.
Frequent Contributor
roxmysoxGA
Posts: 110
Registered: ‎12-30-2010

Re: Defective Nook color and poor customer service

@gloriabelcher:
The end of my charging cable always turns green momentarily when I plug my NC in then turns orange until the battery is fully charged again.  ASFAIK, this is normal behavior.  
It does appear that you were unlucky enough to receive two defective units, but Barnes & Noble replaced them, and offered two replace the third that might not even have been defective.  I don't see how this is poor customer service. Sounds like a company trying to make their customer happy. 

Distinguished Scribe
normysmom
Posts: 635
Registered: ‎03-19-2011
0 Kudos

Re: Defective Nook color and poor customer service

My charger also does the momentary green, then change to orange thing when I plug it in. This seems to be par for the course on both of the nookcolors in our household. Once upon a time, I also had the weird battery charging icon on when my device was not plugged in...turning it all the way off, then back on cleared it. So far, since February, anytime something a bit wonky happens, powering up then down seems to clear it...other thing that helps (for internet issues, at least) is clearing cache. This seems pretty standard with ALL of the technology in my house, from wifi router to hd tv to smartphone to laptop, not just a nook issue. Sorry to hear about the multiple returns, though. Since I have had such consistently good service and experiences, I wish everyone could have the same.
Nothing like a fire, a cat and a good Nook!
Correspondent
tuck229
Posts: 179
Registered: ‎09-02-2011
0 Kudos

Re: Defective Nook color and poor customer service


gloriabelcher wrote:
. When I plugged it in to charge the green light came on then went immediately to orange. I then used the charger I already had thinking I had got a defective charger.

Isn't that what they do when you plug in a Nook that needs charged?  I've got three NCs in the house and they all glow green on the plug at the moment of plug-in, then go orange and stay that color until the unit is fully charged.

 

I'm not saying you didn't have a defective Nook, but as far as the green/orange issue, from my understanding it was doing what it is supposed to do.

Distinguished Bibliophile
deemure
Posts: 3,933
Registered: ‎12-28-2009
0 Kudos

Re: Defective Nook color and poor customer service

I believe this is normal, yes. What seems to happen is green comes on indicating power has been supplied, then it goes to orange once it "sees" that power is less than 100%.
"I still believe in spite of everything that people are good at heart." Anne Frank.
New User
gloriabelcher
Posts: 3
Registered: ‎09-18-2011
0 Kudos

Re: Defective Nook color and poor customer service

I guess I must of been trying to keep my post short, I failed to mention that the charger kep aternating constantly between green and orange and I did leave it plugged in for several hours before attempting my old charger. I had the device for almost a year so I am quite familiar with how it should work as I use it daily for bible reading,  daily newspaper,email  web browsing. My most recent replacement shows 1GB of 1 GB storage am attempting to see if anyone elsde has this problem and what to do because frankly after a month of not reading is driving this bibliophile batty. I am seriously thinking of switching to the ipad.

Inspired Wordsmith
Theriot_Publishing
Posts: 469
Registered: ‎12-22-2010
0 Kudos

Re: Defective Nook color and poor customer service

I think i see the problem now.

 

The devil did it!  with a gremlin in the coatroom!

 

 

Behold the Glory and Grace of the Flying Spaghetti Monster. Let His noodly appendage touch you. Swallow the sauce for it is the blood of innocent tomatoes. So sayeth the FSM. Pasta for Peace!
Nallia
Posts: 4,758
Topics: 125
Kudos: 3,236
Registered: ‎02-15-2010
0 Kudos

Re: Defective Nook color and poor customer service


gloriabelcher wrote:

I guess I must of been trying to keep my post short, I failed to mention that the charger kep aternating constantly between green and orange and I did leave it plugged in for several hours before attempting my old charger. I had the device for almost a year so I am quite familiar with how it should work as I use it daily for bible reading,  daily newspaper,email  web browsing. My most recent replacement shows 1GB of 1 GB storage am attempting to see if anyone elsde has this problem and what to do because frankly after a month of not reading is driving this bibliophile batty. I am seriously thinking of switching to the ipad.


The 1 GB of 1 GB of storage showing isn't a defect.  B&N changed the partition on new NCs after the 1.2 update.  Their initial reasoning was that it was done to allow you to install more apps on the NC without having to archive first.  While that is true, it also means that all of your B&N content is no longer visible to you when you connect your NC to a computer.  That 1 GB that you can see is strictly for sideloaded content--books you buy from other places, library books you borrow, images you load, etc.  It used to be that only the 3 GB used for the OS and system files was hidden, so you could see 5 GB of space.  Now, all of the rest of the 8GB of storage space is hidden.

Wordsmith
doncr
Posts: 493
Registered: ‎12-29-2010
0 Kudos

Re: Defective Nook color and poor customer service


CeciliaS wrote:

     I purchased a brand new nook color on July 9, 2011.  It had a charger port that was loose and I had trouble charging it as a result. Barnes and Noble replaced my brand new nook with a refurbished one that freezes up. As I write this my nook color has been completely frozen and unresponsive for 30 minutes.

     I have used the e-chat option to try to resolve these propblems and I have called for help as well. The reps I have dealt with have had a limited grasp of English, expressed little empathy for the problems I have had with this device, in at least 2 cases were unable to resolve the issue and my barnes and noble membership was not renewed as promised when I purchased this device.

     I'm frustrated and I'm disgusted. I spend *a lot* of money at barnes and noble,  I think expecting a device I spent hundreds of dollars on to work is reasonable. I think expecting a working replacement for a shoddy defective device is more than reasonable. I think that expecting assistance in English for the problems I am having is perfectly reasonable. Barnes and noble took my money in the USA, I should be able to receive help from someone in the USA rather than the Phillippines.


Was the CS rep's name "Peggy"?

 

Every time I see people talking about their bad CS experiences with phone support I think of this commercial.