10-09-2010 07:42 PM
In the past three days, I've noticed first one horizontal line on my nook screen and then another horizontal line above it a day later. I've tried a hard reset (twice) and then unregistering and resetting to factory settings. The lines are still there. This unit was purchased in July 2010 and never dropped.
I've read through the forum here and have seen that others have had the same problem. I'm just documenting my issue here and will follow up post with a resolution once I call B&N customer service.
10-09-2010 08:24 PM
After I spent 30 minutes on the phone, the end result is that they are sending me a new nook. The customer service rep took me through the process of a Factory Fallback (pressing the power button for 15-20 seconds, releasing quickly, and pressing for 15-20 seconds - repeat 7 times) after I told him I had done two hard resets and also reset it to factory settings. When the fallback procedure didn't erase the horizontal lines, he put me on hold for a moment and came back to tell me they are sending me a new one.
This will be my third nook since early July. nook #1's battery wouldn't hold a charge, I am currently using nook #2, and nook #3 is on its way. Since the e-ink technology is so new, I won't pass judgement on it just yet. I'm just glad the nook has a 1 year warranty. Now I'm thinking of purchasing the +1 year of extra protection (if I still can.)
I'm happy with B&N's customer service so far. I've read on these forums that some people have been accused of sending in a nook with a cracked screen when they swear the screen was fine at shipment. I plan to fully document the condition of my pristine nook before I send it back to them.
To be continued....