Buy.com refurb simple touch cannot sign up

[Coolblade]

I received a refurb nook simple touch tonight and got an error at the sign in screen. "Sorry we're having trouble setting up your nook." I powered off a few times and still the same message and followed the directions about calling customer support.

The support person asked for the serial no. and said he had to speak to higher-ups. After waiting on hold for a good 15 or 20 minutes, I was told the serial no. was not showing up and to add it, a  paper form needed to be filled and I should try calling back in three days. Three days??? I am very disappointed that it would take that long and maybe longer until I can use my nook.

The customer support person said that well, I did not buy the unit from B&N but it shipped directly from B&N and is a poor excuse for bad customer support. I also own a color nook that I am very satisfied with.

[AlanNJ Inspired Bibliophile]

Have you tried calling Buy.com?  That's where you purchased it from.  I would think they would have to take the responsibilty for sending you a working unit.

[Coolblade]

After two days, I was able to sign up. Still, I would have thought Barnes & Noble would not send out units that do not work out of the box.

[geertm]

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Coolblade wrote:

After two days, I was able to sign up. Still, I would have thought Barnes & Noble would not send out units that do not work out of the box.

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From what I have read non-B&N stores need to supply the serial numbers from sold Nooks to B&N. And only when a Nook is registered as sold in B&N's system can it be registered by the user. Sometimes things go wrong with this process.