The support is really unimaginably poor. I have been treated better by used car sales people in Nigera (and I really do mean that). I have tried for weeks to get support for international wifi connectivity, which has not worked since the last software upgrade.
I just called again (I must like beating my head against a brick wall). In response to requests for technical support, the technician said that they were going to process a refund and said "I can only respond to what is in your file". I never asked for a refund, and I can't ship it back from my current location. I had already exchanged the product at a store during a recent home visit (after weeks of attempting customer service on the phone). I was calling for technical support and the person just kept repeating that they were processing some refund as if that was the only phrase she was authorized to utter. The person's job was clearly to get me off the phone, not to help resolve any problems.
I have no idea what this refund is about, but since my nook was a gift, it is not clear who will receive any refund. I still do not know how to cancel the subscriptions that I cannot access, so I will just have to dispute all of the charges through my credit card company. Now I have the embarassment of calling the giver to warn them of strange account activity related to their sincere effort to give me a gift.
The technician knew I was calling internationally, and racking up a significant phone bill. She then said she was going to transfer me to her supervisor. Of course, she just left me on hold on an international line. After 5 minutes, I assumed this was just another ruse to get rid of me, so I hung up.
My advice: DO NOT BUY THIS DEVICE. It's cute and works the first few times, but there is no viable technical support for when it eventually stops working (which it will after a few weeks). The technicians do not appear to have any technical knowledge of the device, and they appear trained to be deliberately non-responsive when questions arise that are outside of their limited knowledge base. The process of dealing with Barnes and Noble is so frustrating that you are better off not starting. I have spent far more time trying to trouble shoot the device than I have being able to actually read anything.
I don't feel at all looked after as a customer. I do realize that Barnes and Noble does not care if I take my nickel somewhere else, and it's up to me to decide when to stop wasting my time with this silly hope that this can work. I wish dearly that we could go back to the mom and pop store days, where people actually cared if they had customers and actually took some pride in delivering excellence in service.
