Another "stuck" Nook Simple

[keriflur]

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rl3james wrote:

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keriflur wrote:

So, what you're saying is, "I could have known the policy upfront, but I don't care what it is, and I'm going to judge them based on whether or not they give me special dispensation for feeling entitled?"

Didn't I just rant about this kind of attitude in another thread?  Oh, yeah, I did.

Those people in the store you're going to, they're real people, with real lives and other things going on than your problem.  Remember that when you go in and "test" them.

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I absolutely, positively feel entitled to receiving a product that works. My $139 NST failed less than 12 months into it's life. And although I accept technological obsolescence as a risk I will not quietly suffer product quality with high failure rates designed/built-in.  So what I'm saying is; Produce a reliable product and exceptional customer service will be less necessary. And until manufacturer;s reach that goal for the products I purchase they will get constructive feedback from me to help them understand some people expect better.

I realize the B&N store based Nook sales staff are real people and will extend them every courtesy. However, in that moment, whoever I talk with about this NST failure, is paid by, and represents, B&N customer service. And in fact, my warranty claim is a test of B&N and the empowerment of Nook store people to properly provide customer satisfaction relative to a defective product..

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You are entitled to a product that works, yes.  That's in the terms of your warranty.

BUT, the terms of your warranty state that you are to receive a refurb (and I think we can all agree that exchanging a used almost-one-year-old broken product for a used year-old-or-less working product is a fair exchange) and that you are to follow specific procedures to get it.  You are not automatically entitled to a refund or a new, unused product, or an in-store exchange, because those are not the terms of the warranty you agreed to when you bought the product.

What REI does is irrelevant to this issue, as you did not buy your NST at REI, so you did not agree to REI's terms when you purchased your NST.

If you think the NST refurbs are inferior, and that's why you want new, they're not.  Do a search here and you'll see what people have been reporting - the refurbs are fantastic.

Like I said, the store may help you out.  They may give you a new one, if you treat them politely, and if they have stock.  Some stores are amenable to this, some aren't.

[rl3james]

Took my defective NST back to local B&N store. I didn't complain or ask for anything, I just explained the problem along with solutions I attempted and let the Sales/Customer Service representative take the lead.

The Good -

• Person I spoke with was courteous, professional, knowledgeable and efficient.
• An in-store replacement was offered without hesitation.
• Transition of Library, Setup, other Info to replacement NST was fairly painless.

The Bad -

• Only option was a "Certified Preowned" unit, clearly "used" more than my original well maintained NST.
• There is no additional warranty on this machine.

The Ugly -

• The exchange and "refurb" was possible because, according to sales person,  B&N has received *MANY* walk-in problems with the NST and as such have learned to have adequate replacements on hand.

Bottom line and conclusions I draw from this overall experience -

• I was pleased and satisfied by the in-store staff, disappointed in receiving a "pre-owned" NST w/o warranty and totally amazed by the apparent lack of quality with which B&N seems satisfied to pass along to Customers.

[Ya_Ya]

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rl3james wrote:

The Bad -

• Only option was a "Certified Preowned" unit, clearly "used" more than my original well maintained NST.
• There is no additional warranty on this machine.

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I'm not sure why there would be any additional warranty?  Your CPO replacement is warrantied through the end of the warranty on your original N2E or 90 days from replacement, whichever is longer.  

Exactly what warranty would have satisified you?

[bobstro]

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Ya_Ya wrote:

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rl3james wrote:

The Bad -

• Only option was a "Certified Preowned" unit, clearly "used" more than my original well maintained NST.
• There is no additional warranty on this machine.

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I'm not sure why there would be any additional warranty?  Your CPO replacement is warrantied through the end of the warranty on your original N2E or 90 days from replacement, whichever is longer.  

Exactly what warranty would have satisified you?

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This combination would bother me. I would not be satisfied with a clearly worn unit in exchange for the unit I'd cared for if it died for reasons outside my control. A couple of scratches might be OK, but I'd expect the screen to be pristine, and for the unit not to show obvious signs of abuse (rounded edges, dents, etc.) I take enough care with my devices that I expect them to last well past warranty.

I am fine with the idea of a refurb -- I own two NOOK refurbs -- but something that's working but visibly worn is not acceptable. Surely a visibly worn unit is not up to the "certified" standard?

rl3james: was the replacement in a box, or just loose? How bad was the wear?

[Ya_Ya]

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bobstro wrote:

This combination would bother me. I would not have been satisfied with a clearly worn unit in exchange for the unit I'd cared for died for reasons outside my control. [SNIP]

I am fine with the idea of a refurb -- I own two NOOK refurbs -- but something that's working but visibly worn is not acceptable. Surely a visibly worn unit is not up to the "certified" standard?

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I wouldn't have been satisfied with a visibly worn CPO, either, but his acceptance of it suggests that he was.  IIf he wasn't, he wouldn't have accepted it, right?  (My first N1E had a bad USB port and was replaced via mail with a pristine CPO and my N2E was bought "new" as a CPO - I have no issues with CPOs, just not-certified-quality-CPOs.)

I was taking issue only with the warranty comment.  I didn't want to delete the other bullet point, but maybe I should ave...

[bobstro]

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Ya_Ya wrote:

[...] I was taking issue only with the warranty comment.  I didn't want to delete the other bullet point, but maybe I should ave...

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Gotcha. As I wrote, it was that combination I'd be worried about. I would not expect the warranty timer to reset on exchange. I can see how that might be abused!

[keriflur]

"Visibly worn" could mean anything.  It could mean a device that looks like a toddler has been using it as a dinner plate or springboard.  It could also mean that there was a small rub mark on the frame (as can happen with some covers).  I'm not inclined to believe the unit wasn't CPO quality without further information.

I'm more inclined to believe the unit was CPO quality. There are some (like me) who take excellent care of their devices and even the smallest scratch is seen as a defect and not up to snuff.  That doesn't mean there's anything wrong with the CPO unit, it just means the person is a perfectionist.

[gstone]

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keriflur wrote:

"Visibly worn" could mean anything.  It could mean a device that looks like a toddler has been using it as a dinner plate or springboard.  It could also mean that there was a small rub mark on the frame (as can happen with some covers).  I'm not inclined to believe the unit wasn't CPO quality without further information.

I'm more inclined to believe the unit was CPO quality. There are some (like me) who take excellent care of their devices and even the smallest scratch is seen as a defect and not up to snuff.  That doesn't mean there's anything wrong with the CPO unit, it just means the person is a perfectionist.

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Or it could mean that it was in a box that was clearly used. Who knows who cares.

Maybe people that receive pre-owned replacements and are unhappy about it will read the warranty before making their next purchase. Pre-owned replacements for electronic devices is a common practice. I'm not even aware of one exception.

[bobstro]

I did ask rl3james how bad the wear is. Let's give him a chance to respond!

I'm mainly curious as to whether it was a boxed, certified unit or a return they may have had lying around.

[keriflur]

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bobstro wrote:

I did ask rl3james how bad the wear is. Let's give him a chance to respond!

I'm mainly curious as to whether it was a boxed, certified unit or a return they may have had lying around.

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If it was a return, then by definition it was not a CPO, as it hasn't gone back to B&N to be certified.  IMO that would be very bad on B&N's part to be giving those out on warranty exchanges.

[rl3james]

First, I *am* a perfectionist and really take care of all my stuff. So my cosmetic judgement of the replacement NST was based on what I believe to be fair comparison to condition of the unit I returned which was near mint - used to read less than a half dozen books.

My observations - "Left/Right" button press areas more shiny than rest of case. some light burnishing (cleaned wrong?) of the screen, and a fairly visible case nick/scratch near the USB charge jack. In my opinion, the replacement would be recognized by most people as "used" but based on the "quality tolerance" temperament of customers I gather from this thread, most likely not bad enough to request another. If this is normal and generally accepted for the cosmetic part of a CPO, I have no idea what this translates to for "certification" of the hardware.

The replacement NST was in a box sealed w/big "Certified Preowned Nook" sticker. Included USB cable but no charger module. I did not open the box in the store mostly because others were in line w/Nooks in hand and sour looks on their faces. Also figured that at this point I was lucky to get an in-store replacement which couldn't possibly be worse than "boat anchor" I was returning.

As for CPO warranty, I specifically asked this question and was clearly told that warranty was to end of original purchase, in my case about 3 weeks from exchange. My "new" receipt continues to carry original purchase date but not originally paid $139 price.

So, I now have a replacement NST of unknown history, mysteriously "certified" as used with almost no warranty and valued at $79 MSRP. Seems fair, at least to B&N. I'm sure I'll be back to this forum when this CPO NST fails after warranty expires. And probability is good that it will, bad design, cheap quality and poor manufacturing doesn't just fix itself...

Thanks to all who offered feedback. Discussion is good regardless of viewpoint.

[bobstro]

The casing wear sound like what I might expect, but wear on the screen is worrisome. The NST uses IR sensors, so no real pressure is required on the actual screen. I'd argue that is sign of abuse, to the point I'd not expect it to be covered under warranty. Personally, I'd return to the shop and politely try to catch the same individual and show them the CPO. Can't hurt to try.

[keriflur]

This is just me, and I am a perfectionist, so take it with a grain of salt.

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rl3james wrote:

My observations - "Left/Right" button press areas more shiny than rest of case. some light burnishing (cleaned wrong?) of the screen, and a fairly visible case nick/scratch near the USB charge jack. In my opinion, the replacement would be recognized by most people as "used" but based on the "quality tolerance" temperament of customers I gather from this thread, most likely not bad enough to request another. If this is normal and generally accepted for the cosmetic part of a CPO, I have no idea what this translates to for "certification" of the hardware.

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I would have refused this device based on the screen.  The buttons, ports, etc., just need to function, they don't need to look good, but the screen needs to look good in order to function.  No way would I accept a device on exchange that had a less-than-perfect screen.

IMO B&N should not be boxing up devices with less-than-perfect screens, period.

[rl3james]

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keriflur wrote:

This is just me, and I am a perfectionist, so take it with a grain of salt.

I would have refused this device based on the screen.  The buttons, ports, etc., just need to function, they don't need to look good, but the screen needs to look good in order to function.  No way would I accept a device on exchange that had a less-than-perfect screen.

IMO B&N should not be boxing up devices with less-than-perfect screens, period.

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You're right, I should have opened the box while in the store, inspected the NST, and refused to accept it as overly "Used". And you're also right about "looks" vs "function" - Why should I expect my original NST care efforts to be respected by B&N. Just any old NST is fine as long as it works past warranty period. (I think I'll stop exercising, why worry about longevity as long as I can get up and walk around...)

Anyhow, you know what - I'm just getting so tired of fighting the "Poor Quality" battle. Seems everything, products and services, these days is destined to become a problem long before it should. I can't remember the last time I bought something, or hired someone, that actually performed better than expected. Listen to me - beaten into become part of the problem I preached about earlier...

I'll keep the CPO NST and use it as a coaster or little serving tray when it also fails. And I'll be sure to share pictures/thoughts with B&N and others in the market for an eReader...

[bobstro]

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rl3james wrote:

[...] You're right, I should have opened the box while in the store, inspected the NST, and refused to accept it as overly "Used". And you're also right about "looks" vs "function" - Why should I expect my original NST care efforts to be respected by B&N. Just any old NST is fine as long as it works past warranty period. (I think I'll stop exercising, why worry about longevity as long as I can get up and walk around...)

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You have to realize that many of us are actually trying to help you with your problem. Now it does sound like you're really just here to vent at you don't seem to mind dumping on those here trying to help you find a solution. I'd definitely try visiting the store again and buttonholing the same individual(s) and show them the CPO. They may be as shocked as you are -- if you have treated them well. My in-store experiences have generally been quite positive. Who knows how the worn lemon worked its way in.

Again, the reburbs are usually in very good shape cosmetically. A bit of shininess near often-pressed buttons is inevitable with any plastic case. Personally, this isn't much of an issue as I put most of my devices in a protective case anyhow. For a bit of flair, you can wrap it in a personalized skin. The screen is really the only part that I'd insist be perfect visually, since it is the point of the device. If all else fails, and you're stuck with it, you might try a screen protector. I find them generally too shiny on the NST, but some folks seem to like them. At least the screen texture would be consistent.

If you're truly worried about the longevity of the device, and not just venting, there are DIY kits or shops that will replace a battery for you. Of course, a new battery will cost a significant portion of the cost of whatever the current generation of reader is, so you'll have to make that value assessment for yourself when (and if) the time comes. Meanwhile, I'd quit worrying about what might happen and get some actual use out of the thing. It's a great little reader.

Sorry you got handed a unit that had been handled by an ape, but we're trying to help you work your way to a satisfactory solution.

[MessianicReader]

I feel like this discussion is way past what it was originally about, considering that the issue was solved (albeit not necessarily to the OPs complete satisfaction) He returned the Nook and received a replacement.  When you say it is well-worn, what do you see that keeps it from being satisfactory?  Does it not refresh the same as it used to?  Is there some wear on the plastic covering?  Scratches on the screen?  If so, I certainly would return it again and just tell them you are not satisfied. 

[keriflur]

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rl3james wrote:

And you're also right about "looks" vs "function" - Why should I expect my original NST care efforts to be respected by B&N. Just any old NST is fine as long as it works past warranty period. (I think I'll stop exercising, why worry about longevity as long as I can get up and walk around...)

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Good looks do not equal good function.  How many attractive, unintelligent people do you know?  Or attractive people who can't run a mile?  Einstein obviously functioned really well, but I don't want to see him on the screen in Magic Mike.

Longevity is a function, not an appearance.  In case you forgot, your pretty looks-like-it-came-out-of-the-box NST doesn't function.  The less-attractive one does.  So you might want to revamp your thought process on this one.

[bobstro]

As a point of comparison, I read through the warranty on the $99 Roku player I purchased last night. It clearly states that defective devices will be replaced with a new or refurbished unit at the manufacturer's sole discretion. This warranty is limited to 90 days from date of purchase. There are no walk-in Roku stores to get a swap at.

[NookNoviceCR]

Thank you, thank you, THANK YOU!  Woke up this morning, and my fully charged Nook tablet was frozen.  After an hour of screwing around with all manner of button pushes, researching my warranty info online, and multiple disconnected trouble calls to Tech Support (btw - what's up with that BN?), this "soft reset" saved me from a warranty claim.  Yeay!

[bobstro]

After more than a week of sitting unused. caseless and face up, "BeachNOOK" would not unlock again last night. Pressing the 'n' button would wake the unit up, but I could not unlock the screen with a swipe. I blew out around the frame and the unit became responsive.