I was expecting bad customer service and got really good service

[stargazergsd]

I bought my Nook in Nov 2009 and have been thrilled with it. Then in Nov of 2010 I got a crack page turner. I had purchased the extended warranty so I called Customer service. I was asked for a credit card and then told I should have a replacement Nook in a few days. It arrived 2 days later and I packed up the mine and sent it back to B&N the same day as the replacement arrived . No charges were made against my credit card. It had to be the smoothes transaction I have had in the with B&N. I just love my Nook and take it everywhere with me. Well done Customer service. I have be thinking about getting a color Nook but have not made up my mind just yet.

[ABthree]

@stargazersd

Glad you had a good experience, and glad you posted. 

Most of us -- I've been guilty of it myself -- who have had good experiences never mention it, leaving it to the few who have truly bad experiences and to the larger number who think that buying an eReader entitles them to be treated like Emperors and Empresses of the World for life to trash B&N's reputation on the boards.

[rerose1975]

Just wanted to add, I've only had to call in once and had a great experience also.  I was charged for a book that should have been free.  They really could have given me a hard time, but they didn't.  They asked a few questions and then issued a credit which I saw in just a few days.

I'd say a solid A plus experience!

And ABthree, you're right... most people, myself included, are guilty of being much louder when they complain than when they praise.  Thanks for the reminder!

R

[JohnP51]

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stargazergsd wrote:

I bought my Nook in Nov 2009 and have been thrilled with it. Then in Nov of 2010 I got a crack page turner. I had purchased the extended warranty so I called Customer service. I was asked for a credit card and then told I should have a replacement Nook in a few days. It arrived 2 days later and I packed up the mine and sent it back to B&N the same day as the replacement arrived . No charges were made against my credit card. It had to be the smoothes transaction I have had in the with B&N. I just love my Nook and take it everywhere with me. Well done Customer service. I have be thinking about getting a color Nook but have not made up my mind just yet.

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Don't you hate when that happens? Like AB said, we always hear the horror tales of CS but rarely the good reports like your's. Although I wonder what percentage of those bad ones are actually user errors being blamed on CS. I've only had one encounter with CS and my problem was handled courteously and promptly.

[Hmr28]

A few months ago I could not get my nook to start. I took it into my local bn and told them about it. I also told them it was out of warranty and that I just wanted to know if maybe a new battery would fix the problem. I asked to test it with one of the display models just to see if it would work with a new (to it) battery. The manager came over took it in the back, popped a brand new battery in and gave it back to me saying yup that fixed it. I asked how much the battery was and he indicated they don't sell them in the store and that I could just keep the new one. Now THAT's customer service!