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DiamondMA
Posts: 2
Registered: ‎01-21-2011
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Broken Nook, Defective Customer Service

My experience with the Nook has been like a bad first date that won't seem to end. At first I was excited to get the Nook when it came out last Christmas. Unfortunately, the anticipation didn't live up to the hype because the device was defective and I had to send it back. A replacement Nook  was shipped and then I had to re-register, re-download books, pictures and music. Not a fun job. Now my replacement Nook freezes up and I have to spend an afternoon researching solutions on the internet. None of the solutions, including battery removal, seemed to help so I had to call  Customer Service. I explained my problem and was told to try pressing this and pressing that but when it still didn't work I was told that I would have to get a replacement..AGAIN. I told the rep that I, in no way, wanted a refurbished Nook. I was assured that it would new so I agreed to the replacement. The PRE-OWNED Nook arrived in the mail today. I immediately called Customer Service and explained my dilemma and they had the nerve to tell me that the pre-owned is exactly the same thing as new. I disagreed and said that if I was interested in buying refurbished I would have done so but at a much reduced rate. The rep said that it had the same value as new. Once again, I disagreed and was then unceremoniously handed over to Petrina, the Manger for Digital Support. She told me that B&N was only sending out refurbished Nooks so I could not get a new replacement. I said that since this is my third attempt at enjoying a product that I paid full price for a year ago, getting someone's "fixed" problem Nook was not an acceptable solution. I asked what other options I had as a customer and was told that I had none. She said I only had 14 days to get my money back from the original defective Nook so there was no way that B&N would give me money back and there was no way that I was going to get a new Nook. So there you have it. Not only do I not get my money back on an original defective product that had to be replaced, then replaced again with now another person's refurbished defective product but I don't get back all my time that has been wasted either. I realize that B&N is a large company but what they don't seem to understand is that it's a whole  based upon all the individual customers. Further, their B&N mission statement, in which they speak about the importance of customer service, is disappointingly false and stands in direct contrast to the truth. Customers are only important when they are paying. End of story.

Bibliophile
bklvr896
Posts: 4,814
Registered: ‎12-31-2009

Re: Broken Nook, Defective Customer Service

 


DiamondMA wrote:

My experience with the Nook has been like a bad first date that won't seem to end. At first I was excited to get the Nook when it came out last Christmas. Unfortunately, the anticipation didn't live up to the hype because the device was defective and I had to send it back. A replacement Nook  was shipped and then I had to re-register, re-download books, pictures and music. Not a fun job. Now my replacement Nook freezes up and I have to spend an afternoon researching solutions on the internet. None of the solutions, including battery removal, seemed to help so I had to call  Customer Service. I explained my problem and was told to try pressing this and pressing that but when it still didn't work I was told that I would have to get a replacement..AGAIN. I told the rep that I, in no way, wanted a refurbished Nook. I was assured that it would new so I agreed to the replacement. The PRE-OWNED Nook arrived in the mail today. I immediately called Customer Service and explained my dilemma and they had the nerve to tell me that the pre-owned is exactly the same thing as new. I disagreed and said that if I was interested in buying refurbished I would have done so but at a much reduced rate. The rep said that it had the same value as new. Once again, I disagreed and was then unceremoniously handed over to Petrina, the Manger for Digital Support. She told me that B&N was only sending out refurbished Nooks so I could not get a new replacement. I said that since this is my third attempt at enjoying a product that I paid full price for a year ago, getting someone's "fixed" problem Nook was not an acceptable solution. I asked what other options I had as a customer and was told that I had none. She said I only had 14 days to get my money back from the original defective Nook so there was no way that B&N would give me money back and there was no way that I was going to get a new Nook. So there you have it. Not only do I not get my money back on an original defective product that had to be replaced, then replaced again with now another person's refurbished defective product but I don't get back all my time that has been wasted either. I realize that B&N is a large company but what they don't seem to understand is that it's a whole  based upon all the individual customers. Further, their B&N mission statement, in which they speak about the importance of customer service, is disappointingly false and stands in direct contrast to the truth. Customers are only important when they are paying. End of story.


 

You don't know that it is a Nook returned for a warranty issue, for all you know, it could be a Nook someone got for Christmas, decided they didn't want it or wanted a NookColor and returned it.  Even under these circumstances B&N cannot resell it as new.

 

And the warranty is pretty specific that B&N can replace the product with a refurbished one, the same as almost every other electronic device warranty.

Wordsmith
gandalf1369
Posts: 725
Registered: ‎08-13-2010
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Re: Broken Nook, Defective Customer Service

 


DiamondMA wrote:

 

Further, their B&N mission statement, in which they speak about the importance of customer service, is disappointingly false and stands in direct contrast to the truth. Customers are only important when they are paying. End of story.


 

Further, you didn't read the written warranty that came with the nook which talks about the return period and the warranty return procedure.  End of story.

 

**** He Who Dies With The Most Toys Wins ****
Distinguished Bibliophile
ABthree
Posts: 4,123
Registered: ‎01-27-2010

Re: Broken Nook, Defective Customer Service

@DiamondMA

 

Paragraphs are your friends:  the more unreasonable the rant, the more necessary they are.

 

If you let yourself enjoy your "refurbished" Nook ... chances are that you will. 

 

End of story.  :smileyhappy:

+LORD, preserve the good in their goodness, and+
+in your kindness, make the wicked become good.+
-- St. Basil the Great+
Distinguished Wordsmith
Josienjoe
Posts: 1,949
Registered: ‎02-15-2010
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Re: Broken Nook, Defective Customer Service

 


ABthree wrote:

@DiamondMA

 

Paragraphs are your friends:  the more unreasonable the rant, the more necessary they are.

 

If you let yourself enjoy your "refurbished" Nook ... chances are that you will. 

 

End of story.  :smileyhappy:


 

You read that?  I need more coffee before I attempt it.

 

:smileywink:

Distinguished Correspondent
Gtriever
Posts: 142
Registered: ‎08-27-2010
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Re: Broken Nook, Defective Customer Service


DiamondMA wrote: (most of rant snipped)

 

 I said that since this is my third attempt at enjoying a product that I paid full price for a year ago, getting someone's "fixed" problem Nook was not an acceptable solution.


 

Give me a freakin' break. You have the audacity to expect a brand new Nook as a replacement for a year-old product? Your sense of entitlement is amazing...

 

New User
DiamondMA
Posts: 2
Registered: ‎01-21-2011
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Re: Broken Nook, Defective Customer Service

And where is your feigned outrage at the audacity of a company that would sell a product so defective that it needs to be replace twice within that same year?

AlanNJ
Posts: 3,722
Topics: 64
Kudos: 1,518
Registered: ‎03-09-2010

Re: Broken Nook, Defective Customer Service

The fact that the company replaced the product within the warranty period (with what was promised) without any questions or problems tells me everything I need to know about their audacity.

►Without order there is chaos◄
Wordsmith
gandalf1369
Posts: 725
Registered: ‎08-13-2010

Re: Broken Nook, Defective Customer Service

 


DiamondMA wrote:

And where is your feigned outrage at the audacity of a company that would sell a product so defective that it needs to be replace twice within that same year?


 

End of story . . . .

 

**** He Who Dies With The Most Toys Wins ****
Distinguished Scribe
RSC_Nook
Posts: 758
Registered: ‎01-04-2011
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Re: Broken Nook, Defective Customer Service

[ Edited ]

Since you had this for a full year, it really did not equal the value of a NEW device as you claim.  a device you have had for a year is not equal in value. 

 

if they replace it with a refurb then they have basically completed a like for like exchange in my opinion

 

Distinguished Bibliophile
ABthree
Posts: 4,123
Registered: ‎01-27-2010
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Re: Broken Nook, Defective Customer Service

 


Josienjoe wrote:

 


ABthree wrote:

@DiamondMA

 

Paragraphs are your friends:  the more unreasonable the rant, the more necessary they are.

 

If you let yourself enjoy your "refurbished" Nook ... chances are that you will. 

 

End of story.  :smileyhappy:


 

You read that?  I need more coffee before I attempt it.

 

:smileywink:


It was late at night and I wasn't sleepy yet.  It did the trick -- a good laugh will do that for me sometimes.  :smileyvery-happy:

 

+LORD, preserve the good in their goodness, and+
+in your kindness, make the wicked become good.+
-- St. Basil the Great+
Distinguished Wordsmith
Josienjoe
Posts: 1,949
Registered: ‎02-15-2010
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Re: Broken Nook, Defective Customer Service

@ ABthree,

 

Ah, that explains it!

 

:smileywink:

Correspondent
Anthony1970
Posts: 259
Registered: ‎09-07-2010
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Re: Broken Nook, Defective Customer Service

[ Edited ]

When I first read the opening post I had thought the second problem was immediately after the first defective NOOK. But of course you later admit you have had your second replacement for over a year. You had an entire year to enjoy your NOOK. You act as though over the course of a year you have been inconvenienced because you had a defective one the first day you had it.  You sent it out got a new one right away. Enjoyed it for just over a year it froze and you don't want a refurbished. Its not like you didn't get any use out of it.

 

The fact of the matter is you sent them a one year old used NOOK that froze, they gave you a refurbished NOOK that probably is not nearly as used as the one you gave them PLUS it will NOT have the cracked button issue like the one you sent back would have gotten eventually.

 

Sorry but you need to read your warranty. They fulfilled their side of the bargain and it wont help for you to complain here. If you don't want it though you can sell it on eBay for at least $100 and go get yourself a Kindle or a Kobo. Both are nice readers as well and BOTH have the same warranty the NOOK has. So if you have issues a year down the line you will get refurbished.

 

I think customer service was stellar in this case.

 

New User
Sarah0728
Posts: 8
Registered: ‎01-28-2010
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Re: Broken Nook, Defective Customer Service

Amen!

Bibliophile
Jenniisme
Posts: 993
Registered: ‎01-05-2010
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Re: Broken Nook, Defective Customer Service

OP your complaining after a year? Give me a break!

 

Read your warranty, better yet...get a kindle!

 

just an FYI: My Nookclassic was replaced 4x in a 5 month span all for the same cracked bezel and I STILL managed to survive and buy a nookcolor AND a truckload of books.

 

*sigh*

 

The self righteous indignation always cracks me up.

AlanNJ
Posts: 3,722
Topics: 64
Kudos: 1,518
Registered: ‎03-09-2010
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Re: Broken Nook, Defective Customer Service

Please don't confuse "self righteous indignation" with an "overabundant sense of entitlement".

►Without order there is chaos◄
New User
coco523
Posts: 2
Registered: ‎01-27-2011
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Re: Broken Nook, Defective Customer Service

Pardon the customer for not getting Ipod service ...I have several Ipods (due to teens) and when there is a record of a defect on one of them you are given a brand new device and if that device is no longer in production you are given the next generation in the same price bracket.  It's called great customer service and if I was B&N I would try to do the same as there are other higher rated eReaders out there...not a very good response "you didn't read ..."  Same thing banks are in trouble for now ...when you are spending money on a product and pay for a warranty it implies some level of confidence that you will be taken care of not taken advantage of; they need to think a $300 mistake is not worth the customers they will loose due to bad word of mouth.

Distinguished Bibliophile
ABthree
Posts: 4,123
Registered: ‎01-27-2010

Re: Broken Nook, Defective Customer Service

 


coco523 wrote:

Pardon the customer for not getting Ipod service ...I have several Ipods (due to teens) and when there is a record of a defect on one of them you are given a brand new device and if that device is no longer in production you are given the next generation in the same price bracket.  It's called great customer service and if I was B&N I would try to do the same


 

Apple can "do the same" because their policy of gouging their customers at every tollgate in their big walled garden gives them margins excessive enough to be able to toss a few crumbs to the peasants now and then.  It wouldn't be so bad if their fleecing were restricted to their fanboys, who at least chose to be exploited.  But we've ALL been paying inflated eBook prices since last April because Apple can't tolerate being undersold in its iBook store, and colluded with the Agency publishers to make it so.  Apple's no model for anyone, except maybe megalomaniac monopolists-in-training.  I for one am glad that B&N didn't choose to imitate them.

 

B&N chose the opposite route:  open architecture, library loans, lots of freebies, which means more modest margins.  Their warranty policy is fair and communicated clearly, and normally, it's pretty efficiently administered.  At the moment they're having some administrative issues, probably related to volume, but I trust those will pass.

 

What B&N is not responsible for is unreasonable expectations or an immature sense of entitlement on the part of a small subset of customers who seem to think that one initial purchase buys them the right to define the warranty for themselves.

+LORD, preserve the good in their goodness, and+
+in your kindness, make the wicked become good.+
-- St. Basil the Great+
New User
coco523
Posts: 2
Registered: ‎01-27-2011
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Re: Broken Nook, Defective Customer Service

ENTITLEMENT!!!!! Are you freaking kidding me?! YOU OBVIOUSLY WORK FOR B&N. It is not beyond anyone's expectation to purchase an expensive item and expect it to still be working in a year, especially with a warranty. I guess having low expectations is what you should have when buying a NookColor...and with the responses I am seeing from the so called other "purchasers" (plants), I will be recommending the Kindle. You can have great expectations of their customer service. Thanks for your non-support!
Distinguished Bibliophile
ABthree
Posts: 4,123
Registered: ‎01-27-2010

Re: Broken Nook, Defective Customer Service

[ Edited ]

 


coco523 wrote:
ENTITLEMENT!!!!! Are you freaking kidding me?! YOU OBVIOUSLY WORK FOR B&N. It is not beyond anyone's expectation to purchase an expensive item and expect it to still be working in a year, especially with a warranty. I guess having low expectations is what you should have when buying a NookColor...and with the responses I am seeing from the so called other "purchasers" (plants), I will be recommending the Kindle. You can have great expectations of their customer service. Thanks for your non-support!

 

ROFLMAO  Well, at least we've moved off the loopy idea that B&N should act like the Rotten Fruit of Cupertino, and onto good old fashioned ad hominem attacks.  Oddly enough, I find them much less offensive. 

 

Ah, if only I worked for B&N!  Like a lot of people during this jobless recovery, I'm unemployed, and have been for some time.  My Nook has been a great diversion -- at times a great comfort -- and I've had a lot of fun and good exchanges with the other "plants".  A shout out and thanks to all you Plants out there!!!!!

 

People sometimes come across in an Internet forum as far less pleasant and reasonable than they are in real life:  I'll play the odds and guess that's true in your case -- I can be a little naïve that way.  Enjoy your Kindle.  Don't let the door hit you on the way out.  :smileyvery-happy:

+LORD, preserve the good in their goodness, and+
+in your kindness, make the wicked become good.+
-- St. Basil the Great+