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Frequent Contributor
JEJoyce
Posts: 41
Registered: ‎11-17-2009
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B&N "Management Digital" No Help Replacing NST

So...

 

I've been a longtime fan of the B&N nook, since the original device released back in 2009. Never had any issues, no complaints through many years and multiple devices.

 

Until now.

 

I picked up a NST with "Glowlight" and, while I've enjoyed it, I finally had the fault with the display that results in "hot spots" of light on the screen that became incredibly annoying. Figured it wouldn't be a problem, had the extended warranty and was well within the warranty term.

 

That was before spending two weeks trying to get B&N "Management Digital" to actually send a replacement device.

 

It's honestly the worst support experience of my life. Each representative does the "I've requested the device be released, you'll receive a confirmation e-mail within 24-48 hours and the device within 3-5 business days.

 

Fortunately, I haven't needed to wait the 3-5 business days to call back because I never get a shipping confirmation.

 

Either the representatives are poorly trained or the systems are absolutely awful, because several times they've tried to give me the tracking number on the return label as proof of shipment of my replacement device.

 

Not sure why they have a "supervisor" tier, because it's become evident they have no authority to expedite a replacement shipment or to even follow-up a shipment.

 

At this point, I'm not surprised B&N's having to go the "fire sale' route with their devices, as I'm certainly not inclined to ever buy another device for myself or as gift at this point.

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Mercury_Glitch
Posts: 1,379
Registered: ‎06-07-2011
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Re: B&N "Management Digital" No Help Replacing NST

If it's possible I would suggest visiting a store.  The Nook specialist there can call store support (not the same folks as CS) and see what's going on.  They also may have a replacement device in store.

 

 

The Wheel weaves as the Wheel wills, and we are only the thread of the Pattern.
Frequent Contributor
JEJoyce
Posts: 41
Registered: ‎11-17-2009
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Re: B&N "Management Digital" No Help Replacing NST

Frankly, I wish I had gone in to the store to begin with.

Although, I don't know how well that would've gone over. Talked to the store manager the other evening and mentioned I understood swapping in-store was a possibility if they had refurbished stock.

She was a bit reluctant, said usually they only do it if someone's recently purchased the device and still has their receipt.

And now, I'm not entirely certain who these people I'm talking to now are. They're obviously some higher-tier support since the woman happily informed me that if I wanted to talk to someone higher, she could give me the number for B&N corporate, but...
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Mercury_Glitch
Posts: 1,379
Registered: ‎06-07-2011
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Re: B&N "Management Digital" No Help Replacing NST

While I'm not in a position to question what she said, I do work in a retail B&N and I have swapped out a Nook for a refurb for customers who were days away from their extended warranty ending.  On a few exceptions I've done so for folks who had gone a few days beyond (the call to do this was not mine to make, but it can be made). 

 

I would still suggest the store route. 

The Wheel weaves as the Wheel wills, and we are only the thread of the Pattern.
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gabourele
Posts: 165
Registered: ‎06-03-2010
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Re: B&N "Management Digital" No Help Replacing NST

JEJoyce the stores will swap it out if you are within your one or two year warranty this is why the stores are supplied with them. I would check to see if the stores in your area have them then go into one they can pull up your serial number which has your purchase info and warranty info.
Light travels faster than sound. This is why some people appear bright until you hear them speak.
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keriflur
Posts: 6,552
Registered: ‎01-05-2010
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Re: B&N "Management Digital" No Help Replacing NST


JEJoyce wrote:
Frankly, I wish I had gone in to the store to begin with.

Although, I don't know how well that would've gone over. Talked to the store manager the other evening and mentioned I understood swapping in-store was a possibility if they had refurbished stock.

She was a bit reluctant, said usually they only do it if someone's recently purchased the device and still has their receipt.

And now, I'm not entirely certain who these people I'm talking to now are. They're obviously some higher-tier support since the woman happily informed me that if I wanted to talk to someone higher, she could give me the number for B&N corporate, but...

It sounds like she was a bit confused and thought you were asking for a brand new device rather than a refurbished device.  You could try again or try another B&N if you have another in your area.

 

It also might be helpful to find the store's nook specialist and ask them for help.  They'll still need to get manager approval to swap the device, but they can advocate on your behalf with both the manager and B&N support should they need to do so.

 

You could also try sending a PM to BN_AlexG (the forum admin).  He's been able to help in cases like this in the past.

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Parteecia
Posts: 7
Registered: ‎07-03-2012
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Re: B&N "Management Digital" No Help Replacing NST

My story has a happy ending. 5 month old refurb Glow stopped responding correctly to touch. Took it to store and after telling me to take it back to Fry's (= no) he called support and turned me over to them.

We set up a Rapid Replacement. 7 days later got cancellation email with blank under "item". Called and was told order was cancelled -- not back ordered --because they had no available refurbs. Agent reinstated replacement. 2 days later I received new not refurb unit.
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Mercury_Glitch
Posts: 1,379
Registered: ‎06-07-2011
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Re: B&N "Management Digital" No Help Replacing NST

As a heads up, that was the correct behavior for the in store staff. We cover BN purchased nooks for other sources it's through CS or store support. At least aaa far as I have been told by managers. Glad things worked out for you Parteecia.
The Wheel weaves as the Wheel wills, and we are only the thread of the Pattern.
Contributor
Parteecia
Posts: 7
Registered: ‎07-03-2012
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Re: B&N "Management Digital" No Help Replacing NST

After reading of other's issues, I did go in prepared to"discuss." When he tried to dismiss me and said it was Fry's problem, I brought out my dated receipt, the Fry's web page stating that Certified Pre-Owned has the same warranty as new, and the B&N warranty description page so I could point to it.

While I was on the phone I saw him go get a boxed Glow so I suspect he was ready to make the trade if they told him to.

And I may have raised my voice a wee bit after the cancellation before they escalated my case. So it helps to go in with supporting documents and a spine --although I always stayed as nice and polite as the situation allowed.
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Mercury_Glitch
Posts: 1,379
Registered: ‎06-07-2011
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Re: B&N "Management Digital" No Help Replacing NST

Just to clarify, we'll troubleshoot any Nook bought anywhere.  It's the whole return/exchange process that the location of the purchase comes in to play.  As has been noted in other threads CS and Store Support both have greater leeway with exchanges. 

 

 

The Wheel weaves as the Wheel wills, and we are only the thread of the Pattern.