How To Get a Replacement Nook - CS Useless

[RdgTchrAT]

Does anyone know how to get a replacement Nook if Customer Service can't seem to figure it out?

I have had problems with my Nook charging for quite a while.  CS replaced the battery, but every time I went to charge it, I had to remove the battery.  Finally, even that didn't work.  Technical Support agreed it was broken and needed to be replaced. 

On Jan 9 I was told I would get a replacement in 2-4 days.  Gave them my cc # and agredd to return the defective one within 14 days.  Jan 14 I still hadn't gotten it and called again - another hour of my time! CS rep was"trying to figure it out" and then she disconnected the line.  An hour wasted as nothing was resolved.  Called back on Jan 15 - after an hour and 20 min, the CS rep confirmed that the replacement was never sent, but he would expedite one to me and I would have it in 24 hours.

Today, Jan 17, I spent an hour and 40 min with CS, and they confirmed yet again that neither Nook had ever been sent.  They can't find out why - "that department is closed".  I was told to call back tomorrow.

All together I have spent over 4 hours on the phone, have 2 different RMA numbers, and several promised, but no Nook and none in sight.

Does anyone have an idea how I could get this resolved?  I am so upset and frustrated over being treated so poorly and being unable to get what I paid for - a Nook that works!!!  I don't know what else to do.

Thanks in advance for any suggestions!

[CasperAZ]

RdgTchrAT, I was reading your post and I sympathize with you concerning the runaround that you have received.  You asked for suggestions?  After the terrible ordeal that you have endured, call tomorrow during regular business hours and demand to speak with a Supervisor. I don't know if you have already spoken with one, but something has to be done.  You should not have to wait any longer.

[Hummey]

Not to in any way discount what you are going through, but know that I have had to replace my Nook twice, and customer service has been a good help both times.

As the previous post said, call back during regular business hours, I would guess that you have a better experience.

Tony

[RdgTchrAT]

Thanks for the recommendation, but I've spoken to three different supervisors.  One promised me a replacement in 2-4 days, one promised 24 hour delivery and the last one is "checking into it."  At least she didn't lie to me like the last two!!

They all agree I should get a replacement - just won't/can't seem to get it done.

I have called during regular business hours - just means longer wait times on hold.  I can't call from work as I doubt they would consider the 1 - 1 1/2 hour wait time a good use of my time.

I just don't understand such lousy customer service and complete disregard for my time. 

Any other suggestions, anyone??  I'm up for just about anything at this point!

[gstone]

I don't understand the hold times. I never have to wait that long. I am beginning to think this is a regional phenomena.

I know they are low on inventory after the holidays. You got your nook in Dec. How long did you have to wait for your battery and did you have this much trouble then?

[RdgTchrAT]

To clarify -  I did not get my Nook in December - got it in March of 2010.  BUT - I have been playing around with the charging issue since the summer.

When they shippped the replacement battery, I got it as promised - about 3 days.  No problems there.

The wait times are ridiculous and I still have no idea if or when I will be receiving a replacement.  Do I have any other recourse besides calling CS and speaking to a supervisor?  Obviously, that's not helping me!! 

Thanks for any ideas - at this point, I'll try anything.

[donc13]

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RdgTchrAT wrote:

To clarify -  I did not get my Nook in December - got it in March of 2010.  BUT - I have been playing around with the charging issue since the summer.

When they shippped the replacement battery, I got it as promised - about 3 days.  No problems there.

The wait times are ridiculous and I still have no idea if or when I will be receiving a replacement.  Do I have any other recourse besides calling CS and speaking to a supervisor?  Obviously, that's not helping me!! 

Thanks for any ideas - at this point, I'll try anything.

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Write a PM to the moderator here...Michael-V

And are you sure it's not the charger...rather than the nook?    If so, I'd buy a charger at a B&N store, keep the receipt and then when the one comes.....return the "new" one to the B&N store for a refund (using your receipt).

I do know, there have been issues with B&N's billing/order servers.   That doesn't help you, but worst comes to worst, go to your local B&N store, talk to the manager, give him the RMA number and so forth.   Make B&N "work" for you.

[gstone]

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RdgTchrAT wrote:

To clarify -  I did not get my Nook in December - got it in March of 2010.  BUT - I have been playing around with the charging issue since the summer.

When they shippped the replacement battery, I got it as promised - about 3 days.  No problems there.

The wait times are ridiculous and I still have no idea if or when I will be receiving a replacement.  Do I have any other recourse besides calling CS and speaking to a supervisor?  Obviously, that's not helping me!! 

Thanks for any ideas - at this point, I'll try anything.

---

I was going by another of your posts from Feb 2010 where you said you ordered your nook in Dec (I assumed 2009 not 2010). It never occured to me that you had to wait three months for the Nook to arrive.

What I was trying to point out is that you didn't have trouble with CS when you got your battery replacement. What you are experiencing now is an aberation and not the norm. They are low on stock. It happens with any company and especially now with the current economic conditions.

I would just keep calling back until my issue is resolved.

[PoppaDukes]

I suggest you take your NOOK to the nearest B&N with the two RMA numbers and speak to a store manager,. They have a NOOK rep in house and I would explain your situation and ask politely but firmly to have them contact their CS rep for assistance. They have a direct line to CS.

Good Luck..

[RdgTchrAT]

The nearest Barnes and Noble store is an hour away, but I may make the trek just to add another chapter to my saga.

UPDATE:::  I called again tonight ( cause I have nothing better to do with an hour and a half of my time every night)  and ---- NO NOOK AGAIN!!  This supervisor, Rudy, says he doesn't know why, but the replacement never shipped and he has to cancel that replacement and order another.  BUT - he can't do that.  He has to send a form and I have to wait for somebody to call me back tomorrow. Anybody want to bet whether or not they actually do call me back?????

This has become so ridiculous.  Will try sending a PM to Michael as someone suggested.  Who would have thought that getting what you paid for from Barnes and Noble would become a full time job???

[PurplePandaBear]

I have been having a very similar problem replacing my father's Nook after we began having problems transferring files from the computer to his Nook. Customer service agreed that it was an issue with the device and sent him a shipping label via email. We shipped the defective device out the next day and confirmed that it was successfully delivered and signed for 7 days later. I was told that from the day it was received, it could take up to 3 weeks for my father to receive the new Nook. At the end of the 3 weeks, when he had not received it, I was told that it was being shipped within the next 24 hours, that he would receive an email confirmation with tracking info, and that he would have it within another 3-5 business days after that. He never received the email and after another week went by, still no Nook. I gave them two extra business days just in case and then called in again. I have once again been told that we will receive tracking info in 24 hours and should have the nook in another week.

Each time I call, I get to talk to a CS rep right away, but then they end up putting me on hold for at least an hour if not more to research the issue. Doesn't anyone leave notes from previous calls? I have worked in a call center doing both customer service and technical suppor, and this is  ridiculous. I am so very unhappy with the service we have received so far. I just hope hope hope that I never have to send my Nook in for anything.