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New User
smoothoperatorTX
Posts: 3
Registered: ‎08-24-2010
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Question about nook exchange

My nook received a mysterious crack in to touch screen last night.  I have a four year old so I'm not saying I'm not responsible.  I called CS last night, and the guy was very nice, and he did all the things that comes with an exchange...took my credit card info, gave that number that I need, and told me that I will receive my new nook within 3-4 days, and I would be responsible for returning the broken nook.  If they find that I am responsible for the crack then they would charge my card...here's the question.  How long does that take?  I hate the idea of paying for a new one, but don't know how it would have spontaneously broken.  I had a Kindle for a year and nothing ever happened to it, so I didn't buy the extended warrenty.  I love my nook, just want to know how long it will take them to decide who's at fault from the time I send the broken one back.  Also, I want to know if I will be notified BEFORE they charge my card if they do indeed decide that I am at fault.  Thanks for your answer.

Inspired Wordsmith
icebike
Posts: 4,434
Registered: ‎11-30-2009
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Re: Question about nook exchange

Spontaneous breakage does exist.  Its usually a stress point along the edge due to a manufacturing defect where something is wedged under the e-ink and its mounting frame and eventually stresses it till it snaps.

 

Usually this is a single crack mostly straight line across the screen (vertically, horizontally or diagonally).  

 

Drop cracks tent to be multiple radial lines (spider web) originating from a point on the edge. 

Crush cracks are similar but may start mid screen.

 

But realistically, four year olds, assorted cats and dogs are far more common causes.

 

They can tell at the disassembly plant, but I suspect they don't spend a lot of time doing so, and will likely just look at the crack pattern and compare it to a picture and check a box yea or nay.

 

As for how long this process takes, you will probably know with in 5 days of mailing it back.

New User
smoothoperatorTX
Posts: 3
Registered: ‎08-24-2010
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Re: Question about nook exchange

It's a single crack right down the center, it starts right under the "n" logo, and veers to the right.  There is no starburst just the crack.  Which aesthetically doesn't bother me, but the left side of the touchscreen doesn't work.  I can access the store (just barely), but not the library, and when I want to go back from one of the menu's I can't because the back button is on the left side.  It's rather annoying.  It wouldn't even bother me if there were some other way to access the things I need in order to use it properly, but alas...

Contributor
dketcham
Posts: 15
Registered: ‎07-23-2010
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Re: Question about nook exchange

I had one of the first nooks manufactured and it had a defect and eventually cracked on the side front (near the page turn buttons). I went through the replacement procedure and had my new nook within a couple of days. I couldn't have been happier with the process. Denise