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kdoherty
Posts: 15
Registered: ‎05-04-2011
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nook replacement

Hello maybe somebody here has some insight,  I called BN and  received an RMA for my Nook 1st Edition because the device would not turn on.  I mailed the device to them on March 14, 2012.  The device was received by BN on March 21,2012. per UPS delivery tracking.  I have phoned BN a couple times talking to support, and supervisors, to check on the status of the return only to receive different information each time. The information ranges from; we have not received the old device yet, to a new device was shipped, to we can't locate any information on your device, or you will be contacted within 5 days  by email after we receive your old device for a status update.  There has not been any two instances of consistent information.  Anyone here know what to expect from this type of situation?  Should I go ahead and assume the device is lost and file a claim my states attorney general.? Thanks for any suggestions folks.

Wordsmith
LectorGS
Posts: 452
Registered: ‎04-19-2011
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Re: nook replacement

I am sorry to hear about your predicament with B&N.  I have never had a bad experience with their customer service system, however,  I know some times these things happen.  Have you been to your local brick-and-mortar B&N store?  Perhaps speaking with the store's manager would get your situation resolved. Make sure you show them all the documentation you have about B&N receiving your old device. 

 

Good luck!

Lector GS
Wordsmith
ProfReader
Posts: 1,135
Registered: ‎02-18-2010
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Re: nook replacement


kdoherty wrote:

Hello maybe somebody here has some insight,  I called BN and  received an RMA for my Nook 1st Edition because the device would not turn on.  I mailed the device to them on March 14, 2012.  The device was received by BN on March 21,2012. per UPS delivery tracking.  I have phoned BN a couple times talking to support, and supervisors, to check on the status of the return only to receive different information each time. The information ranges from; we have not received the old device yet, to a new device was shipped, to we can't locate any information on your device, or you will be contacted within 5 days  by email after we receive your old device for a status update.  There has not been any two instances of consistent information.  Anyone here know what to expect from this type of situation?  Should I go ahead and assume the device is lost and file a claim my states attorney general.? Thanks for any suggestions folks.


Try PMing one of the site moderators, they have been helpful in getting problems like this resolved. 

Inspired Scribe
kamas716
Posts: 1,383
Registered: ‎09-28-2011
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Re: nook replacement

If I were you, I'd try and PM Alex.  He's usually pretty helpful.

http://www.goodreads.com/kamas716
Contributor
kdoherty
Posts: 15
Registered: ‎05-04-2011
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Re: nook replacement

An update to this topic,  I received a suggestion here that visiting a local BN store may yield better results in getting my replacement Nook, or even some consistent information about the status of the returned Nook. Short story, after the manager at my local store phoned support concerning my issue, he finally stated I would have my replacement Nook in 3-5 days.  I have not received it as of yet. I have finally just filed a complaint with the Massachusetts Attorney General's office as I have no more time to devote to this issue of Barnes and Noble's.  

Wordsmith
ProfReader
Posts: 1,135
Registered: ‎02-18-2010
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Re: nook replacement


kdoherty wrote:

An update to this topic,  I received a suggestion here that visiting a local BN store may yield better results in getting my replacement Nook, or even some consistent information about the status of the returned Nook. Short story, after the manager at my local store phoned support concerning my issue, he finally stated I would have my replacement Nook in 3-5 days.  I have not received it as of yet. I have finally just filed a complaint with the Massachusetts Attorney General's office as I have no more time to devote to this issue of Barnes and Noble's.  


As was suggested you need to contact Alex on this board he has successfully resolved many problems.

Contributor
kdoherty
Posts: 15
Registered: ‎05-04-2011
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Re: nook replacement

I have not any idea whom an "Alex" is in which to present my case.  A Barnes and Noble employee?  I would think i have full filled my obligation contacting the employees of this company, the matter will be resolved in time. Thanks for the further advice, cheers

Wordsmith
ProfReader
Posts: 1,135
Registered: ‎02-18-2010
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Re: nook replacement


kdoherty wrote:

I have not any idea whom an "Alex" is in which to present my case.  A Barnes and Noble employee?  I would think i have full filled my obligation contacting the employees of this company, the matter will be resolved in time. Thanks for the further advice, cheers


BN_AlexG pm him he is one of the site administrators he is employed by B&N.

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