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The_Duke
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Registered: ‎11-22-2011
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contact Sales Audit department from outside US?

[ Edited ]

Hello,

 

I bought an new Nook Color via Ebay (sealed package, very respected buyer) because the Nook Color is not avalible in my country (Netherlands). However, when trying to activate I receive an error right after the Wifi screen. (BAD1221). After contacting (helpfull) support they state the device is blacklisted and I should contact the Sales Audit department.

 

By phone this is impossible, because their phone is only avalible if you have an orderid and (us) zipcode. (selley buys large quantities of Nook Colors, so no individual orderid is avalible)


Therefore I emailed to authorizations@book.com, howver, still awaiting reply besides an automated email-message.

 

Is there another way to contact this department from outside the US?

Frequent Contributor
geertm
Posts: 1,193
Registered: ‎02-09-2010
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Re: contact Sales Audit department from outside US?

On the following page you will find the international customer service number:

 

http://www.barnesandnoble.com/help/customer_service/morehelp.asp

Contributor
The_Duke
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Registered: ‎11-22-2011
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Re: contact Sales Audit department from outside US?

Thank you for the link. I already tried that number but it is normal support, not Sales Audit. Anyone else with tip?

Bibliophile
bklvr896
Posts: 4,818
Registered: ‎12-31-2009
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Re: contact Sales Audit department from outside US?


The_Duke wrote:

Thank you for the link. I already tried that number but it is normal support, not Sales Audit. Anyone else with tip?


Sorry, can't think of anything else except you could PM (private message) Alex_G the moderator on the board and perhaps he can help.  Blacklisted sounds like it's a stolen product, I certainly hope that isn't the case for you.

Mark_OB1
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Re: contact Sales Audit department from outside US?

[ Edited ]

Duke,

 

> Thank you for the link. I already tried that number but it is normal support, not Sales Audit. Anyone else with tip? <

 

Yes, that is their regular Customer Service number.  However, I am surprised they could not provide you with the number for you to contact the B&N Sales Audit Department (in their own company), for International customers.

 

I did a little research myself, and that number is:  1-212-414-6024

 

Sales Audit Representatives should be available to help you from 8:30AM to 5PM E.S.T. Monday- Friday (but possibly not Holidays, and today is Thanksgiving).  At this point, they may be unavailable until next Monday.  :smileysad:  But I'd give it a try anyway. They will want to know where you obtained your item, and some credit card information, before they can flag it as OK.

 

Good luck!  I hope this helps, and let us know how it goes.

 

- Mark

 

P.S.  In the meantime, you might want to contact the eBay seller, since if he buys and sells these in bulk quantities, he must have had others run into the same problem before you.

 

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The_Duke
Posts: 6
Registered: ‎11-22-2011
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Re: contact Sales Audit department from outside US?

Thanks for the number. As expected they are not avalible at the moment (well, everybody deserves a day off), Gonne try again monday, thanks and I will let you known how the story ends. 

 

Already contacted the buyer, we are both trying to solve the issue...

Contributor
The_Duke
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Registered: ‎11-22-2011
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Re: contact Sales Audit department from outside US?

Took me over on hour on the phone to get disconnected at the end. Will send the admin an message. It seems to be an serial issue.

Support department
Called support department on 1-877-379-0036. Cannot find serial number.

Send to send 2nd line

2nd line support

Cannot find serial number. Sent do escalation support.

Escalation support

Can find the serialnumber.Stated the device is blacklisted on 11-1-2011. Cannot un-blacklist the device, however, they could transfer me to the right department.

Sales Audit department

Could not find the serial number. Tried several times. No solution. Forwarded back to Digital Escalation Support

Sent back to the escalation department

Waited 10 minutes.got hung op…

Mark_OB1
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Re: contact Sales Audit department from outside US?

Wow.  That's terrible, Duke.

 

I hope one of the Admins here can help get this mess unraveled.  Customers should never be put through such grief.  [Unless it's a stolen item, with a fake serial #.]

 

You indicated that the Seller was very reputable.  I hope that is true.

 

Thanks for keeping us updated on your progress.

 

- Mark

 

Contributor
The_Duke
Posts: 6
Registered: ‎11-22-2011
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Re: contact Sales Audit department from outside US?

No reply from BN_AlexG, now trying via Twitter BN_Care.

 

First support reaction within 20 minutes, sure beats all other support channels.

 

Now hope they can solve it. Will keep you updated.

Contributor
The_Duke
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Registered: ‎11-22-2011
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Re: contact Sales Audit department from outside US?

Wouw !! :smileytongue: The issue is solved. 


It seems B&N uses several database for Nook Color serial registration. My Nook Color was known in the back-office database, but not in the sold database (first line support). Yesterday BN_AlexG issued an ticket to fix this issue. 

 

Today I called the authorization department on the US number. After entering garbage in the automated system (lots of 0's and #'s) it transferred me to an support employee. When I explained situation they just unblocked the account, and the issue was immediately fixed.

 

Took me week, lots of persistence, ignoring statements that the issue could not be fixed/needed local reinstall..but my Nook Color finally works. Now its time to read a good book :smileyhappy:

Mark_OB1
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Re: contact Sales Audit department from outside US?

Duke,

 

Congrats!  I'm glad to hear the problem has been resolved, but don't feel that anyone should have to go through what you did.  Especially since it was a B&N internal issue.  It's a black-eye for them, and lots of folks would just give up before enduring those hassles.

 

- Mark