Just had to return my nook for the dreaded bezel crack

[Arainais]

It lasted for almost a year before cracking.  Farewell 1st nook, you've served me well.

[AlanNJ Inspired Bibliophile]

If your experience is anything like mine you won't notice the difference except the bezel won't be cracked.

[Arainais]

Alan, I really hope that is the case!  I wonder if I should be concerned, though.  The rep that I talked to told me that I would receive an email with tracking information and  that I would likely have my new nook by Thursday or Friday. The only email I have received is one telling me where to ship my old nook, and I haven't received the new one yet.  The button  cracked completey across today =(.  I guess I need to perfect the swipe method. 

[gstone]

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Arainais wrote:

Alan, I really hope that is the case!  I wonder if I should be concerned, though.  The rep that I talked to told me that I would receive an email with tracking information and  that I would likely have my new nook by Thursday or Friday. The only email I have received is one telling me where to ship my old nook, and I haven't received the new one yet.  The button  cracked completey across today =(.  I guess I need to perfect the swipe method. 

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Call back.

The email you received actually came from UPS. At the same time you should have received an email from B&N with your RMA number (Return Material Authorization). It was a little less than a day later that I received another email from B&N that included the tracking number and serial number of the new unit. 

You really cannot return your current unit without an RMA number. Receiving will get the package, open it up and not have a clue what to do with it without the RMA number.

With a permanent marker you need to write RMA xxx all over box you are sending back.

Edit: I went through this process Mid Dec 2010. The unit arrived on schedule.

[AlanNJ Inspired Bibliophile]

It's been a while since I exchanged mine but I seem to recall getting an email within a few hours of getting off the phone.  I had my replacement within 3 days.

[Arainais]

I guess I should have been more clear.  I got an email with the RMA # and an address to ship the old nook to, but that's all I've received so far.  No tracking number or shipping label or anything else.  I will call them back tomorrow and make sure everything is still on schedule.

[gstone]

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Arainais wrote:

I guess I should have been more clear.  I got an email with the RMA # and an address to ship the old nook to, but that's all I've received so far.  No tracking number or shipping label or anything else.  I will call them back tomorrow and make sure everything is still on schedule.

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Thats your best bet. I assume you asked for rapid replacement?

The only thing of importance on the email you did receive is the RMA number.

[Arainais]

yep, did the rapid replacement with my credit card info.  The rep actually told me I'd probably have my new one in hand by Thursday or Friday, which didn't happen.  He also said they would email me a shipping label to print for when I needed to send the old one back.

[gstone]

They may be really low on stock due to the holidays.

The shipping label will come from UPS and won't arrive until UPS receives the information including the serial number of the unit being shipped.  You can track the package either by tracking number or reference number (serial number) when it is shipped.

Friendly reminders that they are behind schedule won't hurt.

BTW; The 14 days to return the unit doesn't start until they actually ship the unit. Use the packaging material you receive the new unit in to return the old one.

[bakercds]

I'm in the same position.  Called on the 9th to report a bezel crack and request a new nook, got the RMA email and the UPS label email but no shipment of new nook.  I did get a tracking number during that phone call so I checked it on the UPS website and it said that they didn't have possession of the package yet.  Called B&N today and was told that the new nook has not yet shipped, they are having trouble with their supplier, but the 14 days starts from the day I called in (the 9th).  She said that if they did not receive the old nook in 14 days I would be charged, but that the charge would be refunded once they receive the old nook, even if it is after 14 days.

This is the second time I've had to replace a nook with a cracked bezel but last time I had my new one in about 3 days.

[gstone]

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bakercds wrote:

... but the 14 days starts from the day I called in (the 9th).  She said that if they did not receive the old nook in 14 days I would be charged, but that the charge would be refunded once they receive the old nook, even if it is after 14 days.

This is the second time I've had to replace a nook with a cracked bezel but last time I had my new one in about 3 days.

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This is at odds with what I was told by two different reps in Dec. Both said the 14 day return period starts when the replacement ships. In fact I called back and asked for an extension because they would be receiving the return unit during the holiday season and it was granted without argument. The extension granted was for more days than I figured were necessary.
 
It's always possible B&N changed their policy but I think the information you received was either wrong or there was a miscommunication. Based on the shipment methods used, the best turnaround I can see is 10 days from the time they issue the RMA until they receive your old unit.  This assumes there are no delays anywhere in the process.

I just checked the availability of new and pre-owned units. The only thing currently available is the pre-owned Nook 3G.  New Nooks show available in 1 week. This probably accounts for the delays.

You received an email with a link to UPS tracking. It should have also included the serial number of your new unit. Check the serial number on your current nook against the serial number in that email. If they are the same you need to call back. Hopefully your new nook will ship tomorrow.

[Arainais]

I was on the phone with customer service for about an hour this morning.  The rep told me that by the end of the day I would have an email with a return label and that I would have my new nook by Tuesday at the latest.  I should have asked for a tracking number, but didn't get a chance to.  Anyway, the rep I talked to today told me that if I didn't have an email with a return shipping label by the end of the day to call back.  Well, it's nearly midnight and I have no email, so looks like I'll be calling back tomorrow =(

[bakercds]

gstone - 

That's what I was thinking too, that the 14 days should start from the ship date although the rep I spoke to seemed very certain.  On the other hand, the rep I spoke to on the 9th when I originally called to report the crack told me that I had to send in the old nook first and then they would ship a new one.  I had to tell her that that no, they were supposed to ship the new one first.

Strangely, after being told yesterday that it would be another week before the new nook shipped, I got an email at 9:30 last night saying that it would ship on the 17th.  I'm actually thinking that something went wrong with the first phone call and the new one wasn't actually put in process because when I called yesterday to check on the order and she put me on hold 'for one minute' to look it up I ended up being on hold for at least 12 minutes!

Thanks for your help!

[Arainais]

I just checked my email and finally got the shipment confirmation from them, but they got my address wrong.  The spelled my city name wrong, listed my state as Texas (even though it's Kentucky) but did at least get the zip code right.  It says it is going to ship tomorrow!   Surely to goodness UPS will notice that the zip code doesn't match the city and state and hold the package, right?  Frustrations!

[shilohMD]

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Arainais wrote:

I just checked my email and finally got the shipment confirmation from them, but they got my address wrong.  The spelled my city name wrong, listed my state as Texas (even though it's Kentucky) but did at least get the zip code right.  It says it is going to ship tomorrow!   Surely to goodness UPS will notice that the zip code doesn't match the city and state and hold the package, right?  Frustrations!

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Ahhh...the perfect storm...inept customer service...now you're relying on the Postal Service to come through for you?...

probably not a good time for you to buy a lottery ticket... 

[gstone]

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Arainais wrote:

I just checked my email and finally got the shipment confirmation from them, but they got my address wrong.  The spelled my city name wrong, listed my state as Texas (even though it's Kentucky) but did at least get the zip code right.  It says it is going to ship tomorrow!   Surely to goodness UPS will notice that the zip code doesn't match the city and state and hold the package, right?  Frustrations!

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If this was USPS I know this would be true. I have run into that situation when ordering a watch from overseas (it wasn't available in the US). Everything was correct except the zipcode. The shipper had transposed two digits in my zipcode and the package wound up in a different state. Talk about a hassle trying to get USPS to forward the package to the address and not the zipcode.

The return label should be to a container shipping company located in Nogales,AZ unless they changed contractors to one located in TX. Otherwise I can't imagine how they got that so messed up.

I believe the only way to get the address corrected now is by the shipper (B&N) contacting UPS. Yep, another call and this time to a supervisor.

[JohnP51]

Mine cracked awhile back but I've noticed no detrimental effects on my beloved nook. It still works and I still enjoy reading on it.

[AlanNJ Inspired Bibliophile]

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JohnP51 wrote:

Mine cracked awhile back but I've noticed no detrimental effects on my beloved nook. It still works and I still enjoy reading on it.

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You're not planning on getting a replacement?  Or is it out of warranty?

[Doug_Pardee Distinguished Bibliophile]

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Arainais wrote:

I just checked my email and finally got the shipment confirmation from them, but they got my address wrong.  The spelled my city name wrong, listed my state as Texas (even though it's Kentucky) but did at least get the zip code right.

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I called CS just this morning for a cracked-bezel replacement. They're shipping the replacement to the address listed on my account, using the default credit card registered on my account for security in case I fail to return my broken one, and they sent the emails to the email address for my account. They confirmed the above data, but didn't have to enter it.

If your account is up-to-date, I don't understand how this can turn out wrong.

[Ya_Ya]

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Doug_Pardee wrote:

 They're shipping the replacement to the address listed on my account, using the default credit card registered on my account for security in case I fail to return my broken one, and they sent the emails to the email address for my account. They confirmed the above data, but didn't have to enter it.  

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I wonder if this depends on the CSR.

I'm waiting for a replacement Wifi for a micro-USB port malfunction and the CSR confirmed the shipping address as the same on the account, although he had me repeat it after him twice.  He checked the email address; "Would you like the RMA and shipping label to go to this email address:  Ya_Ya at email dot com?"  He spelled out each letter of the email address and had me confirm it, twice, but I never had to give it to him.

The CSR did insist that I read the credit card number out loud to him, even though I'd said that I'd be using the default card.