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Distinguished Bibliophile
RHWright
Posts: 1,617
Registered: ‎10-21-2009
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Is it wrong to even ask?

With so many things, I am in the "the warranty is the warranty" camp.

 

My N1E (purchased Jan 2010) is well outside of warranty and for most of it's life I've been fine with it's performance. But recently I finally developed the infamous bezel crack, even though I'm mostly a swiper. And my battery life has become rather odd, with fairly frequent swift total discharges when the battery hits <40%.

 

I'm fully prepared to suck it up, buy a new battery, and throw a skin on it.

 

That said, knowing B&N owes me nothing, is it wrong to go into my store and ask them if they're willing to do anything to help me out as a customer?

 

I'm of two minds about this, obviously, which is why I'm putting the topic out there. Should I just suck up the consequences of not buying the extended warranty, or give B&N the chance to go well above & beyond expectations in customer service?

 

Interested to read what everyone thinks.

Contributor
ArcadeToken
Posts: 15
Registered: ‎04-16-2011
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Re: Is it wrong to even ask?

Given that you have realistic expectations, it never hurts to ask.  Who knows, you may be pleasantly surprised.  In either event, you won't be out much aside from some gasoline to get you there and back.

Frequent Contributor
PA10
Posts: 59
Registered: ‎01-17-2010

Re: Is it wrong to even ask?

I don't think you have anything to lose.  It doesn't cost anything to ask.  The worst they can say is sorry -- no.  I had an above and beyond experience with my B&N a couple of months ago.  Mine totally froze while on vacation.  Got home and went to my store and asked if they could get it working.  I also got mine in Jan 2010 and they knew I didn't have a warranty. Was fully expecting to purchase a new NST at that time.  They worked for about 1/2 hour trying to get it going.  The Nook Specialist took it to the manager to see if he was missing anything.   The manager tried to get working too and couldn't -- proclaimed it dead.  They swapped it out for a brand new (not CPO) N1E 3G WiFi on the spot.:smileyhappy: Totally unexpected and extremely grateful.  So maybe you will be as lucky as I was. Good Luck!  

Nallia
Posts: 4,758
Topics: 125
Kudos: 3,236
Registered: ‎02-15-2010

Re: Is it wrong to even ask?

I don't think it's ever wrong to ask, I only think it's wrong when people throw a fit because the answer was, "No."  It's been posted buy a few people that exceptions have been made occasionally.  I suspect that has a lot to do with how those people asked.  :smileyhappy:

Inspired Wordsmith
gstone
Posts: 1,317
Registered: ‎09-05-2010

Re: Is it wrong to even ask?

Based on posts here, BN seems to have relaxed their policy on replacements for cracked bezels out of warranty lately. The worst they can say is no.

 

The way I see this issue;

    • There apparently was a defect in workmanship that caused bezels on early units to facture prematurely.
    • This was a stupid design to begin with. Flex anything enough times and it will fracture.

 

At best the life expectancy on ereaders is only 2-3 years due to technology advances if nothing else. After playing with my mom's N2E I am almost looking forward to my N1E's failure so I will have an excuse to replace it.

Frequent Contributor
MikeNC
Posts: 408
Registered: ‎05-27-2011
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Re: Is it wrong to even ask?

While it is just me, I would not even be thinking of asking them for anything at that point.  The device is not just out of warranty, but nearly 9 full months out of it, so I would just see it as my problem, no one elses.  Things break, show wear, and just plain wear out - at some point, it is just my stuff and mine alone to deal with.

 

However, the bezel crack was an acknowledged issue, so there may be justification for asking about that (especially if you have the older version of that model which is well known for that issue).

 

The battery is an iffy thing.  We'd all like to think they should last years and years, but the reality is that depending on how much use it got (or conversely, how much it sat unused - bad for Lithium batteries if long periods of time), just how it was treated in terms of discharge/charge cycles (ie. deep discharge cycles versus shallow ones), what kind of temperature extremes it was exposed to, etc, etc - it may just be worn out.  A not unusual sign of a Lithium battery on it's last legs is that sort of rapid discharge and erratic behavour (my ~7 year old powerbook's battery is like that - runs seemingly normal for about 30-40 minutes, then, with still 60%-70% charge showing on the meter, it drops like a stone in minutes to nothing).

 

For battery's, shop around as there are lots of places selling them and it seems the prices can vary quite a bit.  Even battery stores like Battery1Stop have them, and they will take the old one in for proper recycling as well.  The thing I dislike about buying older model Lithium batteries online is often cheap online sellers are getting rid of very old stock.  Lithium cells decay just sitting on the shelf, so I would not pay new price for a 1-2 year old battery (especially since sitting in a warehouse for that long will most definitely have ruined a battery such that it won't take a full charge anyway).  In an actual store, I can look at the date on the battery and be sure it is not ancient warehouse stock.  A full year of shelf storage, with no use at all, will ruin any Lithium battery, or at the very least, drastically degrade it.

Distinguished Bibliophile
RHWright
Posts: 1,617
Registered: ‎10-21-2009
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Re: Is it wrong to even ask?

I'm about $50 away from saving up for a N2E, so it's not too big a deal if they say no. I had just hoped to pass this one off to my daughter when I do.

 

In fact, my troubles started right about when I made that decision. Maybe it's just the elves' way of telling me she should have a new NOOK and not a hand-me-down. :smileyvery-happy:

Inspired Correspondent
apetit
Posts: 174
Registered: ‎07-01-2011
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Re: Is it wrong to even ask?

Yes, the ever so helpful "elves" who appear 'round this time of year to reinforce the desires of their masters :smileytongue: - I'm familiar with the expectations that they be apeased...

Distinguished Bibliophile
deemure
Posts: 3,933
Registered: ‎12-28-2009
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Re: Is it wrong to even ask?

The bezel crack is a known issue. Some people used the buttons mire than others so were more likely to have it happen sooner. Others used the swipe. As people have said, the worst they could say is no. It is asking without any expectations, but it might tell you just how they view the issue. It's not wrong to ask, but wrong to demand.
"I still believe in spite of everything that people are good at heart." Anne Frank.
Distinguished Bibliophile
RHWright
Posts: 1,617
Registered: ‎10-21-2009

Re: Is it wrong to even ask?

Just an update:

 

I finally got a chance to go in and talk to my store's NOOK specialist.

 

In less than 10 minutes, I was walking out with a brand new N1E 3G/Wi-Fi. Without hassles. Without being made to feel like I was imposing. Without even once being told they were going above and beyond (though I knew they were).

 

Exactly the kind of gold-standard customer service I've come to expect from my local store. YMMV. :smileywink:

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

Re: Is it wrong to even ask?

Just try THAT with Amazon!

►Without order there is chaos◄
Frequent Contributor
PA10
Posts: 59
Registered: ‎01-17-2010
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Re: Is it wrong to even ask?

So glad you had the same great experience from your B&N and I did!  As I said earlier it never hurts to ask. :smileyhappy: