Nook Customer Service ~ Positive or Negative???

[Kcriss]

My experience has been quite negative. I have had to replace 3 Nooks now. The same issue of a cracked page forward button. I had my original full price Nook for approx. 8 weeks, the next one was new I believe, since the Nook had only just come out, but the last one was refurbished. I argued that I should recieve a new one this time but no go. I will get what the warehouse sends and thank you for caring. So in a few months when the "new" one cracks, I will be replacing my reader, think I will go with the Kindle this time.

[Section8]

I recently had the usb/power cable give out on my 2-month old nookcolor.  I took it in to the local B&N store here and they immediately replaced the cable, no questions asked.  No complaints here.

[toesinthesand79]

My customer service experiences have been positive.  When my Nook's screen froze on the bottom half, I called CS and they had me do some troubleshooting and had me charge my Nook for 8 hours as the battery may have been low causing the freezing.  When that didn't fix it, they had me do the rapid replacement.  I called on a Saturday for the rapid replacement and received the refurb. Nook 3 days later after they told me it would take 7 days.  I sent the original Nook back and haven't had problems since.  This was back in February I think?  The refurb actually seems to run better than the original Nook did.

[sallyrnSP]

Just to let you know, I recently had to return the nook I bought in February and got a refurbished one to replace it. Here's the problem - the brand new battery that I had held a charge for at least 3 days. The one in this 'certified pre-owned' one doesn't hold one for a day. So now I will have to buy a new battery. Apparently, Barnes & Noble figured out a way they could get more money out of me.

[AlanNJ Inspired Bibliophile]

---

sallyrnSP wrote:

Just to let you know, I recently had to return the nook I bought in February and got a refurbished one to replace it. Here's the problem - the brand new battery that I had held a charge for at least 3 days. The one in this 'certified pre-owned' one doesn't hold one for a day. So now I will have to buy a new battery. Apparently, Barnes & Noble figured out a way they could get more money out of me.

---

How long have you had the replacement Nook?  If less then 90 days just call Customer Service and tell them you need a replacement battery.  It's really not a plot against you by B&N. 

[RCESC]

I have also had nothing but negative things to say about my Nook Color and customer service.  My original one was given to me at Christmas, which had to be replaced 2 weeks later.  The software kept resetting itself to the factory.  The store replaced it no problem.  My second one has crashed several times, each time the store was able to get it booted back up.  It finally got where it would not hold purchased books.  I had to keep re-downloading them.  My local store was great, offered to replace it out of stock even though I had it 3 months.  Problem was I had moved and couldn't find my receipt.  After a long and broken english conversation with tech support, I was told I would receive a NEW one.  I kept getting the run around when it would ship.  I sent mine back the next day and I waited until 4 days after they received it in the warehouse.  That is when I was told I had to wait until it was looked out before mine would ship out.  I didn't understand since I had the extended warranty.  After several days, I was finally told my replacement would ship, only to learn it was indeed a Pre-Owned one and another "I'm sorry for the mix up." Now I have to wait for that one to arrive, send it back, be processed, then my new one to ship.  All I can say is you will see it on Ebay and I will be buying a Kindle with the money!!!

[tattooedmommie]

Wow I feel like a minority in this thread, but honestly I've had nothing but positive experience with Customer Service. Did I always get the outcome I wanted? Nope. But not due to the Customer Service representative. Maybe more due to B&N policy, but I digress.

I've always had very nice, very professional Customer Service reps answer my calls & emails. I've never once had to escalate a call.

I guess I should consider myself lucky considering the percentage of people on this thread with negative experiences.

[Mondayn]

In my experience, I do everything in my power to avoid sending people to customer service. I would rather have the person come into my store and let me call the backline for them rather than have them wait on the phone for customer service.

The majority of the stories I hear from customers in my store and on the forums has been overwhelmingly negative. A good bookseller will process a defectional return in the store then and there, letting the customer walk out with a brand new Nook striaght from the shelf (as I have on several occasions). I can think of at least two different instances when our staff has actually gotten into arguments over the phone with the customer service reps. Infact, the only thing I consider them useful for, as far as I'm concerned, is looking up account based information such as date of purchase, warranty expiration dates, and solving other account based issues that I have little control over on my end.

I've sent constant feedback to various people about the poor level of service I observe from the system overall and am constantly on a personal crusade to erectify the poor stigma that these 'professionals' bring to our standard of customer service.

With that said: I have experienced the occasional well mannered and helpful service rep that works with me to solve more complicated issues. My advice is to always bring your Nook problems to your local Barnes and Noble prior to going through customer service. The experience should be quicker, easier and more pleasant over all than having to test your luck with the customer service line. Booksellers are always willing to help out customers and provide the best level of customer service, it's our job!