Nook Customer Service/ Technical Support SUCKS!!!!!!!!!!!

[shilohMD]

some more "one post wonders"...replete with

• "SUCKS!!!!!!!" 
• "always"
• "never"
• "worst...ever"

driving by, and flaming into the sunset

We need a new Board: "I'm Just Here to Complain"  or "Whine Connoisseurs"  or "Seagulls" or (indeed) "Drive-Bys"

[KSauce]

It is too bad you feel this way.  But I think that some credit should be given to folks for trying to go through the process provided by B&N, and in some cases for a lengthy period of time, before actually posting their dissatisfaction.  Maybe if B&N actually resolved issues in a more professional and swift fashion, there would not be such posts warning people of such poor customer support.

[jrobe10689]

I have to admit that customer service while I don't think it sucks isn't the best.   I have emailed 3 questions into BN about my Nook and each time I got a form letter that basically said.  We are busy.  Check our online options of finding out what you need to know.  Like I wouldn't do that in the first place. 

[Josienjoe]

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jrobe10689 wrote:

I have to admit that customer service while I don't think it sucks isn't the best.   I have emailed 3 questions into BN about my Nook and each time I got a form letter that basically said.  We are busy.  Check our online options of finding out what you need to know.  Like I wouldn't do that in the first place. 

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Yeah, that's pretty much the response with email, which is not the best way to get help at B&N.  However, there are many knowledgeable nook (and NookColor) owners on these boards, so if you (or anyone else posting on this old thread) have a specific problem, it wouldn't hurt to post it here.  Someone just may be able to help you.

[Josienjoe]

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KSauce wrote:

It is too bad you feel this way.  But I think that some credit should be given to folks for trying to go through the process provided by B&N, and in some cases for a lengthy period of time, before actually posting their dissatisfaction.  Maybe if B&N actually resolved issues in a more professional and swift fashion, there would not be such posts warning people of such poor customer support.

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Have you thought about possibly posting what your issue is to see if someone on these boards can help you out?

[KSauce]

After searching and finding possible solutions to resolving my "frozen machine" issue and the solutions suggested proved to be fruitless, I called their support folks and continue to call their support line.  And after 3 separate calls with B&N support folks trying to resolve the problem it was suggested I send the device in and that they would send me a replacement.  With each subsequent call (by me - no communication from B&N at all), I was informed and promised on three separate occasions that the "warehouse has been authorized to release a replacement" to me and that I should be receiving it within X business days (X being 3 different numbers).  Unfortunately, I am still waiting.

[AlanNJ Inspired Bibliophile]

Didn't they offer to send a Nook immediately if you gave them your credit card number as security?  That's what I and many others have done.  They only use your credit card if you don't send your old one back within 2 weeks.

[thistleVA]

I have a similar problem to the person who started this thread. I sent my Nook in a month ago, and have called approximately every week about it. Each time they promise that I will get an email in 3-5 days confirming delivery via UPS. I did go into a store before I sent it in and they just told me that they don't handle it in store and to contact customer service.  I didn't chose rapid replacement because the woman I talked to in the beginning said I could be charged for the new nook if they decided my old one wasn't covered under warranty.  Although there was no reason for this - I'd had the nook for less than a  year and the problem was the crack above the button that so many other people experienced - it made me wary of the rapid replacement. Now I feel helpless because I don't even have the old broken nook to use. I don't know what else to try and I feel betrayed.

[bncust]

The Nook is a descent reader (when it works), but the customer service is really poor. I got one as a gift but would never buy another one for that reason.

[AlanNJ Inspired Bibliophile]

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bncust wrote:

The Nook is a descent reader (when it works), but the customer service is really poor. I got one as a gift but would never buy another one for that reason.

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Thank you for providing specific reasons for your statement.

[shilohMD]

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bncust wrote:

The Nook is a descent reader (when it works), but the customer service is really poor. I got one as a gift but would never buy another one for that reason.

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[flap, flap, flap...]  "mine!  mine!

[thistleVA]

I finally did get a replacement nook after a month and a half. Ultimately what I had to do was complain on their nook page on facebook. It's a much more public forum, so I guess it hurts their image more to get complaints there.  Those of you who are having trouble should try it

[Rallentando]

No, he is not!!  I have been on the phone with CS from 2:38 to 6:05 PM. Got a different story from each person.  No one knows anything about anything.

I ordered a NOOK and it was supposed to be received 6.3.11 and today is 6.10.11.  No one knows where it is and no one can tell me how to find it.

On hold with CR who told me when I receive the NOOK to send it back because it was lost in transit?  Seriously...did she really say that.

Finally got Kirby on the phone and he promised that he would second day air another one.  Found out today, he lied. 

So for you to say no one has negative interaction with your CS is funny!!

I am on hold now and I am sure I will be hung up on in a minute.

Wallace is the tenth supervisor and he is little to no help.

So far today 37 minutes and counting...

Your customer service SUCKS big time.

[nooksucksAB]

It was a terrible mistake buying a nook!!  

 It was even worse dealing with Barnes and Noble!!!!

The device seems ok, until you try to buy and use apps, or buy and read books!  Customer service just wastes your time.  Incompetent, lying and useless is how I would describe them.  There policies are unbelievable!  A sale will not go through, over a simple typo, so they give you the app or book anyway, then take it back later , by wiping your device clean (and lying about it later).  Why not just tell you the credit card did not go through so you can rectify the situation?  One mistyped character and Boom, they take everything, including what is clearly yours!  Once the mistake is resolved, you cannot even purchase the product whose sale should not have gone through!  And the worst part is you cannot get back what was yours to start with.

Tomorrow I am going to buy THE PAPER  book I desperately need to finish my report so these despicable swine cannot sabotage me again!

I may be in the minority, but I am sure it is growing!

[Suvorov]

I'm not sure if this is the right way to post something. This isn't specific to one person's post.

I think customer service experiences are blind luck based upon who answers your call. My friend had a problem with her Nook and asked for my help. We were on the phone with B&N for two hours straight and the rep still had not fixed the problem. Then she "accidentally" disconnected us. I called right back and got a different rep who fixed the problem within 10 minutes.

It is a bit frustrating and while this doesn't seem to be a problem unique to B&N, I knew more about the Nook than the tech. Next time, as soon as I realize that I reached a bad tech, I will simply hang up and try again.

[BN_AlexG Administrator]

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nooksucksAB wrote:

It was a terrible mistake buying a nook!!  

 It was even worse dealing with Barnes and Noble!!!!

The device seems ok, until you try to buy and use apps, or buy and read books!  Customer service just wastes your time.  Incompetent, lying and useless is how I would describe them.  There policies are unbelievable!  A sale will not go through, over a simple typo, so they give you the app or book anyway, then take it back later , by wiping your device clean (and lying about it later).  Why not just tell you the credit card did not go through so you can rectify the situation?  One mistyped character and Boom, they take everything, including what is clearly yours!  Once the mistake is resolved, you cannot even purchase the product whose sale should not have gone through!  And the worst part is you cannot get back what was yours to start with.

Tomorrow I am going to buy THE PAPER  book I desperately need to finish my report so these despicable swine cannot sabotage me again!

I may be in the minority, but I am sure it is growing!

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I'm sorry for your recent experience with B&N. Can you PM me with your account info (email, serial number) and I'll take a look at that for you.

- Alex

[mtnmagic1998]

You're not the only one to have serious problems with Barnes and Noble customre service and support.  I had mine less than 2 months when it stopped responding completely and they finally decided to send me a 'certified pre-owned' (translation I paid for a new one but got a used one and now my extended warranty is no good even though it was covered under the orginal warranty that came with the nook) and now after less than a year with the 'certified pre-owned one it doesn't charge properly and even though I have a small fortune invested in NOOK ebooks I'm thinking that next time I'm going to buy a Kindle which my friends own and have none of these issues at all!  Never had any straight answers from customer support at all, just excuses!  Thanks for posting this!!

[mtnmagic1998]

You're kidding?  Try googling "why does barnes and nobles customer support suck" and you'll see nothing but issues from an awful lot of people.  And I'm one of them.  I loved the Nook while it worked but the customer support sucks!

[Ferney]

I also have spent quite a bit of time trying to reach customer support, but to no avail. I called, and they told me to go to the store (I live abroad, so this took several weeks until I was back). I went to the store, they told me to call the 800 number. They eventually took it at the store and said they would 'install updates' and call me back. They never called, so I went back and picked it up. They said it was a replacement device, but the problem still persists. I am back overseas and cannot get through to any of the customer support numbers. They put you through a series of menus (all while racking up international fees) and then end by disconnecting. I have also emailed and received no response. I would have to agree that the device is lovely, but support is quite elusive and quite frustrating. It is truly embarassing, because my NOOK was a gift, and the giver wants to "share" and send me books, and I keep having to tell her it is still not fixed...she feels that she gave me a dud, and I feel badly that no matter what I do, I cannot find anyone to help resolve the problem. Thumbs down on the lack of knowledgeable support.

[MizLoo]

I'm a 70 year old woman who now regrets encouraging family & friends to use NOOK.  I bought the warranty when I got my device 18 months ago.  Yesterday was the second time that, away on vacation w my NOOK loaded with library books, my NOOK froze.  I took it to the local store : "We can't fix it," they said, "Call 1800 THE BOOK."  I'm an old lady.  It's cold and raining out.  The menu option at the 800 number won't recognize mey selection.  So back into the store.

At customer service, the guy wants to take care of others in line behind me, and answer phones,  instead of using the store connection to get me to the call center. So I keep trying to call on my cell.  Get a connection, but needed to step outside the store to hear.  Anyone there consider giving me a place to sit down, inside where it is warm and dry and perhaps where reception is good? NO.

So the call center person wants to walk me through trouble shooting & I have to convince her I've done it at home, they did it in the store, the ebook is BROKEN.  So she wants the serial number, which involves taking it out of the holder, removing the cover and finding the number.  In the rain.  In the cold.  While holding my cell phone & trying not to drop anything.  Did anyone in the store mention I would need this number?  Show me where it is?  Offer to write in down for me?  in the warm?  where it's dry?  NO.  

The call center person is courteous.  I give her a lot of credit, because by this time I am wet, cold and furious.  Did I mention I'm a brain injury survivor with poor small- motor skills?

So now she tells me I have insurance, which I know, and I will ge a new maching - for free, she says.  Like I didn't pay for insurance.  Oh, and they don't have a NOOK like mine, so they will give me the new model - for FREE.  Will my current cover fit the new model? NO.  What will be the warranty on the new mode?  no answer.

Then there is a huge megillah about getting my address (on file @ BN), my email address (ditto), my credit card number (more fishing through my purse in the rain & cold).  Then I have to explain - again - that I AM 3000 MILES FROM HOME, and tell her where to send it.

Then she explains - multiple times - what will happen if I don't send the broken machine back, using a label i should print from the e-mail they will send me.  I explain AGAIN that I am not at home & did not bring a printer across the country with me.  So she tells me to go to a library.  Do I know where is a library in this strange place? NO.

Only after I hang up do I realize that BN will send me an ereader worth $99 to replace one that cost almost twice that.

NOOK SERVICE SUCKS!!!!