01-18-2011 03:06 PM
I had the misfortune on the very first call that I made to get a CSR who could have cared less about his job. I did ask for the rapid exchange but was told no I couldn't do it again because I had done it once already in July with my first Nook breakdown. How am I supposed to know differently?? On the subsequent calls, I was consistently told that "it's coming, just be patient, it takes 4-6 weeks for the replacement". On the last call that I made on 1/5/11, I was told that there was an error on their end and that the Nook would be shipped in 24-48 hours and I would receive an e-mail when it shipped. Oh gee, no e-mail, no Nook. My patience is gone!!! If you can advise me of how to "escalate the issue", I would appreciate it. NO, my claim is not due to Nook abuse or trying to be devious. The screen simply went black--worked one day, not the next. The sound didn't work either. I have always had my Nooks in a flip-front cover carried in a padded carrying case and never dropped any of them.
Try sending a private message to Micheal_V with the contents of your latest post. Personalize the message as though as you are talking directly to him. He works at B&N and may be able to help.
01-18-2011 05:00 PM - edited 01-18-2011 05:07 PM
First you need to get a little more angry.
You call back and request to speak to a supervisor. Insist.
Ask for names. Full names.
Ask for direct phone lines.
Get an incident number.
When they tell you it will be shipped, make them read back the email address to which the notification will be sent. Make them read back the address.
If the email does not arrive in in 12 hours check your spam folder to make sure it didn't get lost in there, then call them back and demand to know why?
Call twice a day if needed.
I can't imagine why you have let this go on for two months.
They are not aloud to give out full names
They do not have direct phone numbers
They do not have incident numbers - They just use existing numbers such as serial or order numbers to document the cases, which the exception of RMA numbers being created for the incident when replacing a device.
Everything else should help - Also... Calling in the day time will increase your chances of reaching an english speaking rep!