Bad customer service

[ds1949]

My nook has been dead for a month.  The customer service was no help and now they are lying about sending a replacement battery.  Has anyone else had a problem with them?

[Josienjoe]

@ ds1949,

Wow, you're pretty patient.  Do you not have a B&N store nearby that you can go to for assistance in determining that it is, in fact, the battery?  If it is, they may be able to swap it out right there.  

Why do you say CS is "lying" about sending a replacement battery?  When you called CS, did you call 1-800-843-2665 and choose option 2 for Digital Support?

[ds1949]

Yes, I called that number and pushed 2.  The customer agent last Monday said they would send the battery to be received in 2 days and I would have it at the end of the week.  Last night I called and the agent who at first could find no record of the order, and then when I asked to talk to someone who could help me, he put me on hold for about 5 minutes and finally came back with a tracking number, which I typed in while he was on the line.  The tracking number said that UPS had received the electronic information on 9/21 but had not received the part to be mailed, four day later.  Explain that.  I just said thank you and hung up, because the agent had nothing to say.

[honestmls]

I too am not happy with customer service.  When I ask to speak to the Supervisor I was keep on hold for over 10 mins.  The lady came back and talked with me some more but after being on my cell phone 30min with no Supervisor I hung up.  I was pretty upset.

[pizza_queen]

Huh - I was just thinking I needed to post how great my support experience was to give B&N kudos.  I just got off the phone with their Digital support and was pleasantly surprised. Both ladies spoke English well, knew what they were doing and seemed to genuinely want to help.  I have been putting up with the freezing for several months, but now have a crack in my right hand page turn. So, I called to get a replacement, which I have been told I will have next week. They didn't argue with me or come up with some crazy reason why the warranty doesn't cover my situation.  I do have the extended warranty, but they're using the factory warranty for this replacement since my nook is only 8 mos old. The exteneded warranty will even be applied to the new nook.

I have been trying to determine if I should get my aunt a nook or kindle for christmas, but my support experience just cemented the deal for me....and my aunt likes Barnes and Noble anyway.

Sorry you guys had a bad experience.

[ds1949]

I love my nook too.  I just bought my son one last week.  I hope this is just an isolated event, but I have talked to two service reps (with no results) and I think it is time to replace it.  I hope you get your nook when they said.

[ds1949]

Well, at least I am not the only one.  Thanks

[honestmls]

Good luck with getting a NEW Nook.  Did they tell you, you will be getting a New Nook or a refurbish Nook.  They sent me a refurbish Nook not a new one.

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pizza_queen wrote:

Huh - I was just thinking I needed to post how great my support experience was to give B&N kudos.  I just got off the phone with their Digital support and was pleasantly surprised. Both ladies spoke English well, knew what they were doing and seemed to genuinely want to help.  I have been putting up with the freezing for several months, but now have a crack in my right hand page turn. So, I called to get a replacement, which I have been told I will have next week. They didn't argue with me or come up with some crazy reason why the warranty doesn't cover my situation.  I do have the extended warranty, but they're using the factory warranty for this replacement since my nook is only 8 mos old. The exteneded warranty will even be applied to the new nook.

I have been trying to determine if I should get my aunt a nook or kindle for christmas, but my support experience just cemented the deal for me....and my aunt likes Barnes and Noble anyway.

Sorry you guys had a bad experience.

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[Technologirl]

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honestmls wrote:

Good luck with getting a NEW Nook.  Did they tell you, you will be getting a New Nook or a refurbish Nook.  They sent me a refurbish Nook not a new one.

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pizza_queen wrote:

Huh - I was just thinking I needed to post how great my support experience was to give B&N kudos.  I just got off the phone with their Digital support and was pleasantly surprised. Both ladies spoke English well, knew what they were doing and seemed to genuinely want to help.  I have been putting up with the freezing for several months, but now have a crack in my right hand page turn. So, I called to get a replacement, which I have been told I will have next week. They didn't argue with me or come up with some crazy reason why the warranty doesn't cover my situation.  I do have the extended warranty, but they're using the factory warranty for this replacement since my nook is only 8 mos old. The exteneded warranty will even be applied to the new nook.

I have been trying to determine if I should get my aunt a nook or kindle for christmas, but my support experience just cemented the deal for me....and my aunt likes Barnes and Noble anyway.

Sorry you guys had a bad experience.

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That's how warranties work. It is not "bad" service. It's normal.

You should read the warranties of all your products. You'll see. No one is going to give you a new device for a broken one you return.

[ds1949]

I'm not talking about bad service about replacing nook.  I'm talking about not telling the truth about mailing a battery.  I called yesterday and found that they have no batteries to mail.  Why didn't they tell me this on Monday 9-20 and Friday, instead of saying that the battery had been mailed.

[Michael-V]

@ds1949,

Please send me a Private Message with your account email and a contact phone number so that we can reach out to you. We want to help.

[Readingrules-]

Very livid. Ordered a Nook Color on Monday for a bday present complete with Protection plan. Paid extra for 2-3 day shipping and gift wrap. Received confirmation..then received an email on WED to call. They wanted to verify my credit card. All they did was ask me the bank name on the card. I verified everything and he shipped the order...I find out today... to ARRIVE next TUESDAY! HUH? That is PAST the birthday and this is her only gift as we all went in on it as its so expensive.

He should have shipped it next day air to align with the ship time I PAID for! Called to talk with them... bounced around to 4 people like a pin ball machine all the while listening to very bad muzak. NO ownership of their mistake and no Manager to be found. Offered to give me my shipping money back. I said NO, I want you to FIX the problem YOU CREATED and upgrade the shipping to next day so it can arrive as intended. Was told they couldnt do that though the tracking page states it can be done. 

Our compensation for a ruined 15 years olds birthday? A $10 gift card and my shipping payment back. Gee thanks so much. I will tell everyone FAR AND WIDE about this lousy customer service. I am beside myself with anger. B&N, hear me, this color doesnt look good on you.

[CasperAZ]

Readingrules, that's a terrible way to treat a customer!  Your daughter's birthday was ruined.  You had paid for the expedited shipping and the NOOKcolor should have been delivered in time for your daughter's birthday.  So, it seems a company doesn't care if a 15 year old's heart is broken. I hope the Manager of the Customer Service Department hears about what happened to you and your broken plan to provide your daughter with a marvelous present.

[Josienjoe]

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Readingrules- wrote:

Very livid. Ordered a Nook Color on Monday for a bday present complete with Protection plan. Paid extra for 2-3 day shipping and gift wrap. Received confirmation..then received an email on WED to call. They wanted to verify my credit card. All they did was ask me the bank name on the card. I verified everything and he shipped the order...I find out today... to ARRIVE next TUESDAY! HUH? That is PAST the birthday and this is her only gift as we all went in on it as its so expensive.

He should have shipped it next day air to align with the ship time I PAID for! Called to talk with them... bounced around to 4 people like a pin ball machine all the while listening to very bad muzak. NO ownership of their mistake and no Manager to be found. Offered to give me my shipping money back. I said NO, I want you to FIX the problem YOU CREATED and upgrade the shipping to next day so it can arrive as intended. Was told they couldnt do that though the tracking page states it can be done. 

Our compensation for a ruined 15 years olds birthday? A $10 gift card and my shipping payment back. Gee thanks so much. I will tell everyone FAR AND WIDE about this lousy customer service. I am beside myself with anger. B&N, hear me, this color doesnt look good on you.

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Readingrules-

I'm sure it's a very aggravating situation, but your daughter's birthday, while disappointing because her gift did not arrive on time, is not ruined but a good lesson on life - things happen that we cannot always control and we deal with them.

[toy4x4]

I have stuff ordered from different places and I am still having them delayed due to the snow storms over the last couple of weeks. UPS has delivered stuff weeks late in a UHaul so that tells me they are very behind seeing how they have to rent extra trucks and either hire temp people or pay overtime to get the stuff delivered.

If you don't have a tracking number, call and get it and track the package.

[napy]

I found this thread and can echo all the complaints about BnN customer service I see here.

I ordered a headset from BnN "Marketplace" and it did not fit so I emailed for an RMA number. Two days later I get a reply asking to verify my original email address (I was sending from another acount) I sent the information and hear nothing. My husband calls sometime the next week and they promise to send an RMA number (not sure why they cannot just generate one....) a week later we hear nothing so he calls back and the person finally gives a number but cannot provide a shipping address......!!???!! He promises to send that elusive address the next day. As expected, the promised email was never sent so we call again and they tell us to ship to the address on the invoice. Okay. We were not sure as it seemed everything is a big secret around here.

　

We mail the headset back and of course hear nothing. A week from the day it was recieved we call and they need OUR tracking number before they can tell us anything. We provide this number and they then inform us that Yes they recieved the package and that was it. Basically all they did was look up my tracking number on USPS and saw it was recieved. I had to call customer service for this favor.

After about four more attempts and two escalations we finally see a credit to our bank account and this nightmare is finally over.

I shudder when I see a Barnes and Noble sign on the road.

BTW I filled out TWO customer comment forms during this fiasco and NO ONE responded to either.

Amazing. NOBODY took owership INCLUDING the customer service "managers". I am not sure how they stay in business. Either customer service needs more information to do thier jobs or they need to care a bit more about US the customer (or a former customer in my case).

[ainCola]

Unbelievably rude store manager at Columbia store when asked why I was locked out of my Nook for the 5th time this year.  No excuse for employees like her in a recession.  The response was pretty much tough **** and do not disturb me with your Nook problems.  I am going to Amazon and hoping for better service. 

[ProfReader]

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ainCola wrote:

Unbelievably rude store manager at Columbia store when asked why I was locked out of my Nook for the 5th time this year.  No excuse for employees like her in a recession.  The response was pretty much tough **** and do not disturb me with your Nook problems.  I am going to Amazon and hoping for better service. 

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wow really youre going to let one B&N employee at one store influence you? Amazon has issues also,