Nook Customer Service/ Technical Support SUCKS!!!!!!!!!!! [ Edited ]

[SS88]

The nook is an awesome device. However, a few months ago, the touch pad on mines became non-responsive. I sent it in to be fixed OVER 2 MONTHS AGO!!! Not once was I ever contacted in any form (through phone call or email) about the status of my nook. After more  than 4 phone calls to customer service during this 2 month span, I was finally told that the damage wasn't covered under warranty. (On the last call, I was actually transferred back and forth to 4 different representatives which took over 40 minutes.) Are you **bleep**ing kidding me? It's absolutely fine if that is what was determined, but was pisses me off is the fact that in over 2 months I was never notified and my device still hasn't been returned! I have always been a lover of BN and when the various e-readers came out, I decided that the only device I wanted was the nook. Now I have e-books, a nook case, and reading light and no **bleep**ING nook! Even when it finally is returned to me, I will still be dissatisfied by this customer service! I'm so livid that I'm considering closing my BN membership completely! So for all present and soon to be users..The nook is an amazing device... until you need customer service.

[gandalf1369]

Sorry to hear about your situation, BUT you appear to be in the overwhelming minority when it comes to receiving bad customer service from B&N.  Most people who have had to deal with CS report being very satisfied with their experience.

[Ya_Ya]

It was so bad you had to tell us twice, huh?

[wordsandmelodi…]

???  To the best of my knowledge, Barnes and Noble doesn't DO repairs.  They replace it, or you're out of luck.  Explanation?

[bklvr896]

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wordsandmelodies wrote:

???  To the best of my knowledge, Barnes and Noble doesn't DO repairs.  They replace it, or you're out of luck.  Explanation?

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That was my question also.  They don't do repairs.  I would think the user would have had to call someone to get some type of authorization and address.  There would have been some type of tracking, don't really understand it, but then again, not my problem.

[Michael-V]

@SS88,

Can you please send me via Private Message your account email address and a contact phone number so that we can reach out to you?

[Michael-V]

@SS88,

I have sent you another Private Message.  FYI.

[SS88]

The nook is an awesome device. However, a few months ago, the touch pad on mines became non-responsive. I sent it in to be fixed OVER 2 MONTHS AGO!!! Not once was I ever contacted in any form (through phone call or email) about the status of my nook. After more  than 4 phone calls to customer service during this 2 month span, I was finally told that the damage wasn't covered under warranty. (On the last call, I was actually transferred back and forth to 4 different representatives which took over 40 minutes.) Are you **bleep**ing kidding me? It's absolutely fine if that is what was determined, but was pisses me off is the fact that in over 2 months I was never notified and my device still hasn't been returned! I have always been a lover of BN and when the various e-readers came out, I decided that the only device I wanted was the nook. Now I have e-books, a nook case, and reading light and no **bleep**ING nook! Even when it finally is returned to me, I will still be dissatisfied by this SHITTY customer service! I'm so livid that I'm considering closing my BN membership completely! So for all present and soon to be users..The nook is an amazing device... until you need customer service.

[TrevorS]

Really?

You must live in a very different universe than I do...

I had a problem with my first nook... namely, I dropped my cell phone on it from about 2 feet up, and the contact, while minor, was enough to crack the touch screen. So I called Barnes&Noble customer service. The damage was covered by my replacement policy.

They shipped me a replacement nook, with instructions to ship my old nook back in the same box.

Overall, the whole experience was fast, painless, and generally awesome.

Aside from that, how on earth did you send in a Nook for repair without getting a tracking number from the shipping company, and checking to make sure it was received? Come to think of it, how did you send the Nook back before finding out if the damage was covered?

I know when I called B&N to tell them about my problem, they had told me whether or not a fix was going to cost me anything before I finished the first phone call...

[Tim40744]

Why don't you PM Michael-V? I think he would investigate that for you.

[Tim40744]

Well, these two threads didn't merge smoothly.  

[alexutlang29]

we do repair by standard replacement it will take 2-3 weeks

[AlanNJ Inspired Bibliophile]

Replacement takes 2-3 weeks?  When my bezel cracked I got my replacement Nook in 2 days.

[ScrapFan]

After phoning 4 times and then sending 4 emails to B&N Customer Service, I received an email back from B&N saying that didn't know how to correct my problem (will not allow me to put new credit card as the default and be allowed to buy books even though I have $47 of B&N gift cards) and waiting on the phone for over 20 min...nothing!!!!!!

Why can't B&N staff their lines with more people who know what they are doing.  I have a Nook with lots of gift cards and can't download new books only sample chapters.  Does anyone know of a Sr. Manager of Customer Service. (I wish I was able to take a full page ad out saying buying KINDLE).  Pls Help!!!

[ProfReader]

Ask Michael V for help he works for B&N and is on this board regularly. 

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ScrapFan wrote:

After phoning 4 times and then sending 4 emails to B&N Customer Service, I received an email back from B&N saying that didn't know how to correct my problem (will not allow me to put new credit card as the default and be allowed to buy books even though I have $47 of B&N gift cards) and waiting on the phone for over 20 min...nothing!!!!!!

Why can't B&N staff their lines with more people who know what they are doing.  I have a Nook with lots of gift cards and can't download new books only sample chapters.  Does anyone know of a Sr. Manager of Customer Service. (I wish I was able to take a full page ad out saying buying KINDLE).  Pls Help!!!

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[CrystalNC]

I too have experienced terrible customer service with Barnes and Nobles! I purchased my Nook on August 24, 2010 and it has had trouble downloading books the entire time. We tried the factory fallback (re-set) and everything and nothing works. Everytime I call customer service i am on the phone for over an hour and never get any answers, only empty promises. I am also like you, so close to closing my BN account and telling EVERYONE about the lemon they sold me. It has gotten to the point where I have begun to explore my legal remedies because Barnes and Nobles is not being very receptive to anything, they just keep promising me they will ship me a replacement Nook soon.

[gabourele]

I don't ever remember BN promising to replace a device, They do just like any other store you go into investigate what happened to the device before anything is replaced and or fixed. Every company does this you try to take any electronic device into a store as well the first thing they do is test it to find out what is wrong with it. Talking about taking legal action is going to do what?? Saying they sold you a lemon last i heard there is no lemon law on digital devices and whn BN replaces the device its replaced but once they find out what is wrong with it.

Did you even bother going into a store as well. Many customers who don't want to wait on the phone take their device to a store to have it checked there.

[aj2011]

I too have found the support lacking.  After I shipped my disabled Nook to them I heard nothing until I finally emailed the two weeks later.  At that time they said the warehouse received it on Dec 17th and that it would take 7-14 business days to process.  Four emails later I finally got a response today that asked if I had received any email responses!  Email also said "we are still reviewing your device".  Thirty six days and counting.  Must be really really hard to diagnose.

[KSauce]

I too have been having a similarly bad experience to a number of those documented here.  I have been at this since last November with no satisfaction yet.  A lot of apologies and empty promises.  Not once has B&N initiated any type of communications, it has always been me.  This has to be one of the worst support experiences I have ever had.