03-20-2012 04:12 PM
I am so, so frustrated. Posting here feels like an act of desparation. In early December 2011, my husband sent my bricked 1st edition to B&N for replacement, as directed by B&N. Now, over three months later, we still have not been able to get B&N to send us our replacement device. We have called customer service several times over the three months. We have been told several times that it would ship. It never has. There seems to be some sort of irregularity that causes our Nook to get hung up at the point of shipping, then it just fizzles and noone at B&N ever, ever follows up. We just wait a couple of weeks to receive it and then call back and start the process all over.
There is nothing squirrelly about the situation from our end. We bought the Nook in store for $259. B&N directed us to return our device so that it could be replaced. And the closest we have gotten is them shipping it to an incorrect address. We have spent hours on the phone with Customer Support, have e-mailed, and at every point, it feels like B&N has dropped the ball.
Is this the norm or are we a special case? I love my Nook, but I cannot believe how bad the service we have had is. I don't understand how a huge company like this can neglect to follow through on replacement for over 3 months. I guess I am just wondering if anyone else out there has had a comparable experience. Also, I am just so frustrated, I want to say out loud that B&N has had my NOOK for over three months and for no good reason will not give it back. At least if I post this here, someone who works for B&N might see it and be embarrassed enough to help me get results, and others will hear what crummy customer support B&N is capable of.
Frustrated and Nook-less in Texas,
03-20-2012 05:09 PM
Yours is an unusual case, but not as unique as it should be. Send a PM to Alex (one of the admins); hopefully he'll be able to help you get your nook.
03-20-2012 06:07 PM
While I wouldn't call it typical, there have been some pretty bad cases. see http://bookclubs.barnesandnoble.com/t5/NOOK-First-