Petition to B&N Management [ Edited ]

[Doug_Pardee Distinguished Bibliophile]

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iandix wrote:
They do not respond to emails, I have tried for 3 days to call without being able to speak to anyone and they appear to avoid helping people on their own forum. The people who have stated "oh but they are still busy from the Christmas period" may I ask ..how long will this go on? Why didn't they hire extra servers during christmas (other companies do) and why don't they farm out the support service. There are companies out there and that is all they do, supply extra phones and staff to help out during busy periods.

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The B&N email support is a low-priority (48-hour turnaround) service for FAQ type questions. B&N doesn't officially offer support on these forums; these are user-to-user forums.

B&N did farm out the Customer Service overload, to an operation in the Phillipines. This is what most people are complaining about: the offshore CS people don't have the expertise to handle a lot of the problems, and apparently don't have the ability to escalate problems. As ABThree noted, "B&N apparently anticipated some of the NookColor hoo-hah by lining up additional offshore resources, but that backfired, as that 'solution' is apt to do.

As for how long it'll last, probably 'til the end of the month. It's hard to say; in addition to the Christmas rush there's also the NOOKcolor that's causing heavy CS demand.

As for cutting through the long hold times, you can try 1-800-422-7717; it's supposed to be quicker. I've also seen 1-877-886-5022 listed as a Customer Service number, but I don't know if it's any different than 1-800-THE-BOOK.

[Doug_Pardee Distinguished Bibliophile]

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Haleakala_LKB wrote:

I'll be interested in hearing how your refurb is. I missed what the problem was that required a replacement?

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I had the garden variety page-button cracks. They're actually pretty small. I can't see them in sunlight unless I look really, really hard for them. But when I use a night-light, the angle of the light picks them up. Since my NOOK's coming up on its one-year anniversary, I decided to go ahead and do the replacement.

I got the refurb today. It looks brand-new, complete with the cardboard-style packaging. No visible blemishes or other signs of wear. Everything came with it: quick start guide, cable, and power adapter. Nothing there to complain about. Sorry, folks, I can't join the "Waaaah, I turned in my broken 10-month-old NOOK and only got a refurb" brigade. The internal build is clearly from the earliest units, with philips screws and blue SIMM instead of the hex screws and yellow SIMM that my cracked unit has. The bezel is clearly of a different material, with less metamerism (brightness changes less with angle of lighting), and it has the four prongs instead of the two on my cracked unit.

I've spent quite some time writing down the settings from my existing NOOK so that I can put this one into the same configuration. Writing down the bookmarks in the Web browser was fun. Writing down which books were on which shelves, and what page I was on, was another chore. And turning on "current page sync" and opening and closing all of the previously-opened NOOKbooks so that I've got the current page numbers stored.

I've copied the entire main drive off onto my computer, so I'll have all of that good stuff. The next step was setting up the Wi-Fi. I do loves typing in a WEP-128 hex access key, switching back and forth between alpha and numeric, oh yes I do. Then installing the 1.5 update. Then copying everything back over and resetting the settings. By the way, copying over the contents of 'my B&N downloads' seems to have saved me the trouble of redownloading all of the NOOKbooks. Of course, having my sideloaded content on a micro-SD card saved me some work there.

Rebuilding shelves and putting all the e-books back into place, and resetting page numbers on the ones that had been opened, took some time. Re-entering Web favorites and sign-ins took some more time.

Now that it's all set up, everything seems to be A-OK. The switch-over was a bit of a hassle, but the new refurb unit is working fine.

[mcfac]

I actually think petitioning to BN business partners would be more effective. For example, I have the audio issue that is well documented on various threads.(On two different NC's) Ironically, my NC came with a link and really nice custom interface to Pandora, where I already have a radio account.

How happy would Pandora be to learn that many users are clicking that link and hearing the "sound of silence"? What if that was the user's first experience of Pandora?

After spending HOURS on the phone and getting nowhere, being promised an exchange that never arrived, emails that never arrived, I don't believe tech support is empowered to solve problems. I could write five paragraphs about my call experience, here are the more outrageous moments: after one 35 minute call, I was told to call back the next day (for status on a ship date) on another call, when I asked for a supervisor, the "supervisor" sounded suspiciously like the person I had already been on the phone with for 20 minutes. At that point, I asked for a return authorization on the device. More than one hour into the call. He told me I'd have to call back. Why? To get on the phone for another hour with someone else? He gave me a return number several digits long, and told me to expect an email IN ONE OR TWO DAYS. The email didn't come.

As far as I'm aware, BN has made no announcement about the audio issue, how many user are affected, and how they will resolve. My DH is an IT exec with a staff of over 20, with multinational responsibilities. I've worked in IT as well. We have a solid understanding of technical issues and how tech support is normally handled. In our opinion, BN is way outside of normal.

[MollyO]

@ Doug_Pardee (Distinguished Bibliophile)

I appreciate your acknowledgement in regards to my presence as well as alternate employees on the blogs. I assure you that the "bookseller" badge is one of designation of being a registered employee, not my position. I also assure you that myself and other people of power are registered users and responding to concerns. All of these concerns allow us to better assist customers such as yourself with future improvements, information, and features.

In regards to discussing corporate policy and issuing "official responses," there are binding agreements which prohibit such activity until a time at which our company feels a response should be announced. I apologize you feel someone owes you an explanation which at this time we cannot provide however, our policies are in line with all other within the technology and retail industry.

We are all working diligently to rectify your mentioned concerns and apologize for any inconvenience and aggravation they may be causing you. We do appreciate your continued support as a customer and strive to the best of our abilities to offer the best customer service possible. 

Sincere thanks.

[shilohMD]

Can we beseech MollyO to try and get us a real live  Admin/Moderator?

We are like a school bus full of middle-schoolers without a driver  

[ivers]

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shilohMD wrote:

Can we beseech MollyO to try and get us a real live  Admin/Moderator?

We are like a school bus full of middle-schoolers without a driver  

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I second the motion!

[Doug_Pardee Distinguished Bibliophile]

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MollyO wrote:

I apologize you feel someone owes you an explanation which at this time we cannot provide

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To clarify, I don't feel anyone "owes" me an explanation. I do think it'd be much better customer relations for B&N Corporate to actually have relations with the customers. In my experience, store personnel are very good at working with customers, but B&N Corporate seems to keep them in the dark, too. They also seem to have no way at all to pass word "up the chain" (not at all an unusual situation in corporate America).

[MollyO]

Apologies if you feel the responses you've been receiving are unsatisfactory. I was merely attempting to clarify what I could and assist in any way that I can. Thankfully enough, we're not on an island therefore being voted off will not prohibit me from continuing to help when possible.

[deemure]

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MollyO wrote:

Apologies if you feel the responses you've been receiving are unsatisfactory. I was merely attempting to clarify what I could and assist in any way that I can. Thankfully enough, we're not on an island therefore being voted off will not prohibit me from continuing to help when possible.

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You get to keep your torch lit.

I do think it would be nice indeed to have someone at BN be able to respond to the things they can.  What I'm fumbling around trying to say is that there have been occasions where servers are being updated and we don't find out until after several posts wondering if nooks or NCs are broken and such and someone calls tech support.  Though I do have to say my website hosting company loves to do the same thing to me. 

The other thing that could really help, even though many users try to help now would be to have some stickies that have important points from the User Guides in them or that contain good info such as you have given regarding wifi setups.  And such things as what steps to take if a person is having problems with their devices.  There just could be some basic info, that hopefully people would look at first.  And, that is if we do have someone dedicated to these forums.  They can be really helpful tools that actually could work to BN's advantage if used properly-help lighten the load for phone support as well.

I know that such things as when updates are due out and what BN is doing about certain issues and all is proprietary info and it'd be great to know, but I know employees aren't supposed to tell.

I'm just suggesting that to you because you are here and you were reluctant to have your torch extinguished.

[MollyO]

Dee,

Thanks for keeping my light on.

In regards to servers going down etc, sometimes we do not know until the call comes in to tech support. We thrive off of the feedback and inquiries because they allow us to address issues as they come up.

In regards to a quick guide when using routers, there are so many models and issues that could arise. We work to address them all as soon as possible and unfortunately, sometimes the fix needs to come from our developers (thus the 1.0.1 update). There is no way to have fathomed all of the different issues or to have tested the thousands of brands and models of routers before coming out with the device.

Please keep the comments coming and know as you give us feedback about what is happening and what you would like to happen, Barnes & Noble is committed to making it work. Looking forward to addressing concerns, troubleshooting, and offering assistance when possible.

MollyO

[AlanNJ Inspired Bibliophile]

Molly,

You may ultimately be very sorry you walked in here...

[deemure]

Molly, I was just referring to your post with some great things to try for wifi-not a comprehensive guide or some such.  Sorry if I wasn't clear on that.  I do know that getting into wifi config can be like the black hole of despair.

It's great having you here to listen to us whine and all and I do hope you won't be sorry!

[Trinity3n1]

I'm researching the nook color before buying and this information about Customer Service is making me wonder.

I agree, why is B&N not even responding to this thread?  Maybe I need to wait on the android Honeycomb tablet.

[dfharri]

There are a lot of cutomer service horror stories out there and they all have a similar theme.  This tells me they have some internal issues that they need to sort to put the customer at the center of all they do.

[MegSLP]

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dfharri wrote:

There are a lot of cutomer service horror stories out there and they all have a similar theme.  This tells me they have some internal issues that they need to sort to put the customer at the center of all they do.

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The people that are unhappy are typically the most vocal.  Nobody knows for sure how many NOOKs have been sold but I've seen estimates that say as much as 200-300k.  Let's just say that it is 200k.  I've seen maybe 20-30 complaints on this board.  I would hardly say that is indicative of the normal NOOK experience.

[to-read-is-to-…]

                  *Have you taken your nook into a store so they can troubleshoot for you?*   

     That is much quicker and usually more helpful that trying to convey your issue to someone on the other end of the phone.  Not to mention trying to understand their directions without visual aids (unless you are computer savvy). 

     Yes BN is having issues,they acknowledge that. They are working on that.  Many of the initial issues have been resolved. The techs are probably pulling their hair out trying to fix things as fast as they can.

    We have food recalls, product recalls and issues with things not working perfectly all the time.  Because the nook is so personal an item it hits us harder.  It is only a computer and it is not perfect, neither are the servers, nor are the humans to write all the code to get these things to work.

      In short- breathe deep and get to a store!    Ask for someone to trouble shoot for you.

Good Luck!

[Versel]

I agree with the previous poster--it is usually the group that is unhappy that is the most vocal.  People happy with service don't usually post.

And, I'm sorry, I would never expect any organization to reply to customer service issues on an online board set up for enduser communication.

And, yep, I'm extremely happy with my NookColor and the customer service.

[Ya_Ya]

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dfharri wrote:

There are a lot of cutomer service horror stories out there and they all have a similar theme.  This tells me they have some internal issues that they need to sort to put the customer at the center of all they do.

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Do the few customer service horror stories to which you're referring negate the reported fantastic experiences?

I have absolutely no complaints about my experiences with customer service, the CSRs to whom I spoke, the refurbished Wifi I received, or the time it took to complete the entire process.

By saying they "have some internal issue" you are implying that they fail across the board, with every customer.  They don't.  I can attest to their not failing.  So can several others, but I'm not speaking for anyone but myself.

I also think that many of the instances that you would call "failings" are really not.  We no longer live in a world where companies can afford to cater to every consumer's demands.  Nordstrom used to take back anything you tried to return, including things they didn't sell, couldn't sell, never sold.  It was thought to create good will and return loyal customers.  That's not today's world because there is no such thing as consumer loyalty.  You don't go back to Nordstrom to shop because they took back something they didn't sell - you go back to return another thing they didn't sell.  So, they don't do it any more.

[deemure]

The point is that the vast majority of people are very happy with their puchases and have had no problems.

People that come onto support boards are in the minority of all purchasers, but tend to seem like a majority on any company's site.  That's because they are most often the ones looking for help.

Of those that post the vast majority fall into the category of those that have not read their user guide or did not understand something that was really easy to address.  Within this group are those that have not even read what the device can do before purchasing and then complain about something it can't do.  There are also those that don't own the product but for whatever reason feel the need to slam it so they can somehow limit sales-it is often easy to distinguish them because they post things that make no sense or don't relate to the device of which they speak. 

There are also people that tend to believe "misery loves company," and they tend to seem to be helpless to resolve their issues.  They live by the motto, "if it's broken, I am powerless to do anything about it" and tend to post complaints before trying to contact CS or before trying to return or exchange it.  Then, there are some that want something that is not a part of the warranty or they want extra special treatment because they are a customer.

Then, there are those that truly have legitimate complaints.  But some of them sometimes create posts that seem to be designed just to make people mad.  A lot of people want to help, but don't like being told they are all a bunch of idiots for buying garbage.  It seems that at the bottom of the pile and the most quiet are those that have real problems and are trying to find out if it's something they are doing wrong or trying to get suggestions for how to get help.

The thing is this is all true of every company and for every product being sold today.  BN has not cornered the market on it.  For me, BN customer service and tech support has been great, my NOOKcolor works great.  I can't say there are not problems others are having, but is it exclusive to BN?  No.  Go to Apple sites, Amazon, Sony, anywhere and you will see the exact same thing.  It's kind of like a car accident.  Do they happen to everyone?  No.  But when it happens to you it feels awful and all you can see or seem to notice in the news are car accidents.  The vast majority of trips by car are uneventful, but accidents happen.