In my experience, when the screen freezes on the Simple Touch, a lot of the time this happens is when it is sleeping. You'll go to use it, and it just won't turn on. Except in severe cases, the best solution I have found is actually to hold down the Power Button and Nook Button (on the front) simultaneously for about 20 seconds. It may not appear to do anything, unless you catch it right after it froze (in which case you can hold the Power Button to turn it back on). After this, go ahead and plug the Nook in to charge. After about 5 minutes, it should pop up that the battery is too low to power on. It should turn on in about 15 minutes after this. The reason for this seems to be, in my opinion, that when the screen freezes, it is constantly using power, and even plugging it in will not allow it to charge, as it is still discharging. When you hold the Nook Button and Power Button down together, this will do a soft reset and allow the Nook to actually take a charge. For those more severe cases, where this does not work, the abovementioned method of holding down the Power and both of the bottom page turn buttons will give you the option to do a factory reset. However, there does need to be enough power to boot up the Nook. Any issues that seem really off the wall and goofy (like your Nook has a mind of it's own) can oftentimes be fixed by doing a factory reset, or erasing and deregistering the device in your settings. I hope this helps! It's sad to see so many examples of poor customer service. If you do not get the answer you're looking for, I would try another store. There are lots of helpful people out there who know their stuff.
