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KimmyInNewport
Posts: 2
Registered: ‎01-09-2010
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Touch Screen unresponsive

[ Edited ]

 


I received my nook on Jan 14 after preordering it back in November. As I live in RI, the weather here is quite unpredictable, and sometime back in March, in between walking outdoors to the 15 deg weather from my cozy 75 deg house, I heard a lil "pop". Sure enough I looked at the Nook in my hand and there was a crack across the daily icon on the touch screen. It's an internal crack, and it's disabled the button and half of my ABC keys. I called CS, who rudely informed me that this would not be covered under any warranty. Anyone have a similar problem or solution???

 

Inspired Wordsmith
donc13
Posts: 1,064
Registered: ‎04-22-2010
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Re: Touch Screen unresponsive

KimmyInNewport wrote:

 


I received my nook on Jan 14 after preordering it back in November. As I live in RI, the weather here is quite unpredictable, and sometime back in March, in between walking outdoors to the 15 deg weather from my cozy 75 deg house, I heard a lil "pop". Sure enough I looked at the Nook in my hand and there was a crack across the daily icon on the touch screen. It's an internal crack, and it's disabled the button and half of my ABC keys. I called CS, who rudely informed me that this would not be covered under any warranty. Anyone have a similar problem or solution???

 

 

I have absolutely nothing to do with Barnes and Noble other than I'm a customer.   Anything I say below is my opinion ONLY.

 

15 degrees to 75 degrees is within the range the manual says the nook may be stored.   If what you say happened, you walked in from the outside and the screen cracked, that'd be a defect.   I'd suggest you politely ask to speak with a supervisor.

 

Of course, since it's now June and this issue just seems to be coming up, I'd be curious why it took so long to report this possible defect.

 

 

---------
Don
Distinguished Bibliophile
ABthree
Posts: 4,123
Registered: ‎01-27-2010
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Re: Touch Screen unresponsive

[ Edited ]

@KimmyInNewport

 

Sorry about your trouble.  :smileysad:

 

That damage should certainly be covered by the warranty.  I suspect that, being an honest person trying to tell the "whole story", in fact you overcommunicated and overloaded the CS person with too much confusing weather-related detail.  When any company's Customer Service people become confused, the default response all too often is "No".

 

I'd suggest calling again and sticking to the basics ("My 'Daily' button has a crack, it's internal, nothing hit it or fell on it, it doesn't work and I'm distraught.").  You were within the operating range of the Nook, so the weather report is irrelevant.  B&N Customer Service is usually very good, and I expect you'll be happier this time.

 

Please let us know how it goes.

+LORD, preserve the good in their goodness, and+
+in your kindness, make the wicked become good.+
-- St. Basil the Great+
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Michael-V
Posts: 2,466
Registered: ‎03-01-2010
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Re: Touch Screen unresponsive

@KimmyiInNewport,

Can you PM me with your Account email and a contact phone number so that we can reach out to you...?

 

Your Admin.,

Michael-V