Over a month ago, my nooklike many others) developed a crack near the right hand page forward button. It was still covered by standard warranty. Accordingly, I called customer sevice and received
a return authorization number and UPS delivery label for the return. Since a credit card was required for rapid replacement, I opted for standard replacement and sent the nook to the warehouse to be checked out. I called customer service again and was told that *the nook
had been received and would take a few days to process. I was also told that I would be contacted if there was any problem with replacing it and that I would receive an email confirming delivery when the
repalcement was sent. When I had not heard anything for a week, I called back. This time I was told that there was a crack on the touch screen. There was *no crack on the touch screen when I sent it, and no mention of a crack had been made when I first called*. Nor was I contacted by the
warehouse representatives, as I was told would happen should there be a
problem. The woman to whom I spoke then told me that I would still be able
to receive a *replacement at no cost to me*, and that again, *I should
expect to receive a delivery confirmation email within 3-5 days.* Again I
waited a week before calling back, and again I was told to wait 3-5 days
for processing. This process was repeated two more times. Finally I called
a few days ago and asked to speak to a manager. He was* unable to help me
and repeated the same message that I had been given falsely 5 times before*
For no reason that anyone can give me, it appears that
the normal process is not working, and yet all customer service can do is
try again. As the final straw, he gave me an email address to contact management, which bounced my message back with a note about "business use only" when I tried it.
At this point, I am deeply dissatisfied with the service I have
received and do no intend to patronize Barnes and Noble ever again.
