Problems Problems Problems!

[Ottum4]

I have had continuous issues with my nook, I received it as a gift in August and have never been able to finish a book due to software issues.  Finally, after numerous calls to customer service Barnes and noble said in early December they would send out a replacement so I gave them my credit card and they were to send it out a rapid replacement.  Only I never received it.  And eventually UPS sent it back to Barnes and Noble because they had the wrong mailing address (I was able to keep up on this via UPS tracking number, but UPs would not let me change the shipping address because I wasn't the shipper).   I spent hours and hours trying to get a customer service rep that could understand.  I finally got one in the regular customer service department and after 30 minutes of him helping me he said he couldn't help and had to transfer me to technical support because he couldn't access whatever on his computer.  I don't blame him.  But as soon as I get to technical support - I get a recording saying how busy they are and to look online for your answers!  So after a few more calls and over 10 emails!  I saved all copies.  I was able to talk to someone today via chat and they will not send out another rapid replacement w/o my credit card.  Well,  here's my beef, I spent 35.00 dollars w/my credit card company to make sure that the last time I wasn't charged for Barnes and noble never sending me my replacement nook because I didn't trust them that they wouldn't  charge me for a new one.  I don't feel like I should have to go through this again.  Nor am  I going to give them my credit card number via chatting.  But they wouldn't call me and I refuse to call and wait on hold for another 30 minutes when I spent well over an hour on chat!  So I told them I will just send this in and they can send me a new one when they get it - but they said it could take months to get a new one back!  MONTHS?  Its already been a month and 35.00 dollars for something I have not been able to use! 

I am so thankful that I have my trusty kindle! I am so irritated by Barnes and Noble!  Maybe I am whining and everyone has had better service but I just can't believe the lack of customer service and my confidence in Barnes and noble is just so low. 

[AlanNJ Inspired Bibliophile]

Enjoy your Kindle.

[RSC_Nook]

Do Kindle's come with RETURN keys (unlike your pc apparently...)

just joking a bit.  that first paragraph was a bear to read

the $35.00 charge sounds like it was your choice, not B&N's charge.  you made the choice to pay the CC that fee for something (not really following why) so shouldn't be B&N's charge to cover

shame you had such issues.  I wish you hadn't. 

[RSC_Nook]

W so you now own BOTh a Kindle and Nook?  why not just return the Nook then?

[Ya_Ya]

Why did you spend $35 with your credit card company?  If B&N had charged you erroneously, you could have disputed the charge and your credit card company would have refunded you the money with no fee.  I really don't understand that.

The company offered you a rapid replacement option again and you declined.  I'm not sure what they should have done.  Sent someone walking across the US with your NOOK in hand (a la Preccccioooouuuusssss) to ensure that it was delivered?

I'm all for holding a company to the fire when they fail and don't offer to fix it, but they did offer to fix it.  You chose not to accept the offer.  What would make you happy?  Your NOOK shipped (not via rapid replacement since you won't give them a credit card number) and a gift card?  How much would it take?

I also don't understand how it went to the wrong address.  I've received a new battery and a new charging cord.  Both times I was asked to give my shipping address.  Both CSRs repeated it back to me; one twice, the other three times.  Was there a transposition error, or did they not ask you where to send it?

[Ottum4]

Yes, it was my choice to pay the credit card!

I was worried!  How could they have gotten my address wrong?  Spent so much time verifying all info w/customer service.

[Ottum4]

Received Nook as a gift...thought it was going to be nicer due to the addtional features that come with the nook. 

If I knew these issues were going to persist I would have gladly returned.

[Ya_Ya]

---

Ottum4 wrote:

Yes, it was my choice to pay the credit card!

I was worried!  How could they have gotten my address wrong?  Spent so much time verifying all info w/customer service. 

---

This was unneccessary.  If B&N had charged you erroneously, you dispute the charge with your credit card, they refund you and they fight B&N.

[RSC_Nook]

Afterwards did you get an email with a summary of the order?  I have no idea of that is something they would do or not.

Either way it sounds like it boils down to a simple human error on the shipping address.  B&N were more than happy to try to fix that issue I think, but you chose not to allwo them too.  Not sure what more they could of done.

Do you have a B&N by you?  If so march into there and ask for help.  They may surprise you (or maybe not)

[Ottum4]

I chose to spend the 35.00.  I was worried about Barnes and Noble.

I would like to know how they sent it to the wrong address too.  i verified the address back to the lady at least once when I was on the phone the first time.  The address UPS had was completely wrong - not even close to my address.  I have ordered from barnes and noble for years and never had issues until it came to the Nook. 

I declined the 2nd time sending it rapid because whats the point now?  I have waited a month now. 

I was writing just to vent my frustration today.

[RSC_Nook]

I work for a bank and USED to work for the Crefit card division of the bank.  Trust me, in this case the bank can actually be your friend and will help out a lot if you are every charged for a good or service you did not recieve.

One reason B&N is asking for a CC is because they are going on good faith your original nook is broken and you will return it, so they are sending you a new one in advance.  but think of it this way:  what if they DID NOT ask for your cc, and you decided not to send the old one back?  They HAVE to have a cc or wait until they get your old one, or folks would call all the time, say "my nook is broken, send me a new one asap and I 'promise' to send the old one back, but BTW I will not give you ANY way to get back to e if I don;t return the broken one.

EXACT same thing Amazon and everyone else does that offers rapid replacements

[Ya_Ya]

---

Ottum4 wrote:

I declined the 2nd time sending it rapid because whats the point now?  I have waited a month now. 

I was writing just to vent my frustration today.

---

So, basically, they made a mistake, they offered to fix it, you declined their fix and nothing will make you happy?  And you spent $35 for no apparent reason - but that's their fault?  

Enjoy your Kindle.

[RSC_Nook]

"The address UPS had was completely wrong - not even close to my address.  I have ordered from barnes and noble for years and never had issues until it came to the Nook"

How did the nook cause address issues?

[Ottum4]

Yes, I received emails, kept copies.  Everything was correct in the emails. 

I went to the barnes and noble store and they couldn't help - said it had to be done on the phone through barnes and noble technical support. 

You are correct, human error.  And I totally understand that.  Just frustrated about it - and after over an hour chatting with them today I am just worn out over this issue. 

[Ottum4]

Its a separate customer service - which I learned through many phone calls. 

I just wanted to vent - did not expect such a backlash. 

I apologize for saying anything about anything.  Wow!

[RSC_Nook]

And I was just trying to help.  outside of my paragraph joke (which is all it was) I have spent 20 minutes tossing out ideas for you as did others.

I can imagine dealing with cust serv gets old. 

[Ottum4]

thanks. 

Having a hard time finding humor today! 

Maybe I need to go read a book and get over myself?

Thanks.

[ABthree]

@Ottum4

Welcome! 

Sorry to hear about your troubles.  Experiences like yours are VERY rare with B&N, but it seems like once in a great while everything goes wrong for some poor individual.  This time, it's you that's caught at the deadly interface of karma and timing.

I know it's frustrating but in your place I'd fix myself a refreshing drink, sit down by the phone in a comfortable chair, and just keep plugging through with Customer Support until your problem is resolved.  Yes, it seems unfair that you should have to go through it again.  But a month from now, you'll be much happier that you did it rather than just walking away.

Normally, an Admin would already have reached out to you -- I guess they all must have been pulled into NookColor customer support maelstrom.  Still, you might consider shooting a PM to Michael-V, laying the situation out exactly as you did in your first post.

Good luck!

[RSC_Nook]

I guess I just think you would like the Nook if you actually got one that worked. 

[Ya_Ya]

---

RSC_Nook wrote:

I guess I just think you would like the Nook if you actually got one that worked. 

---

I agree with this.  Mine works.  I read.  I love it.  

Everyone makes mistakes and if they're polite about it, that and an offer to fix it (not better me) are all I expect,