absurd page numbers

Status: Under Review

I just bought the book Imager:

 

http://www.barnesandnoble.com/w/imager-l-e-modesitt-jr/1100357019?ean=9780765360076

 

According to the product details, the book has 488 pages. I know that the nook version will sometimes show different numbers of pages depening on font and text sizes etc, but on both my simple touch and on the pc reader app, it shows this book as having 1339 pages, and when I hit the next page button the "current page" indicator will skip up by sometimes as much as 3 or 4 pages.

Categories: page numbers
Comments
by on ‎12-30-2012 03:29 PM

Unless this happens in multiple books, ideally not all from TOR publishing, it's likely not a Nook issue so much as a ebook/publisher issue.

 

The 499 page count is from the mass market, not the ebook. 

 

I would suggest archiving and re-downloading the book to see if that resolves the issue.

by ‎12-30-2012 05:14 PM - edited ‎12-30-2012 05:14 PM

This actually has to do with how ebooks are made.

 

Since there is no real analogue to "pages" in a text file (at least not in the traditional sense), page numbers are assigned arbitrarily. Devices that use Adobe Reader software (such as your NOOK) assign one page for each kilobyte of the file (roughly, it does exclude some stuff to try and make it more "accurate"). A side result is that books with a large number of pictures - even just little illustrations at the beginning on each chapter - end up having hugely overinflated page number counts, since the added illustrations mess horribly with the file size.

 

Publishers can set page numbers manually to each page (using a page-map extension file in the EPUB container, for example), but generally it is far more work than is worth doing for most books. C'est la vie.

by on ‎12-30-2012 06:02 PM

This is how the book was made into ebook, is perfectly normal, and is NOT a tech issue.

 

If the book is missing content, then this is an actual issue.  Please post that if that's the case.  Otherwise this issue should be closed.

by on ‎12-30-2012 06:52 PM

If the book is missing content it's still more than likely on the publishers side.  Unless reading the same book on a different device, be it another Nook, or computer, yeilds different results. 

 

I would also suggest contacting Tor if the issue isn't fixed by archiving and re-downloading.  They've shown they are very open to the eBook market and are listening to consumers.  An excellent example of that is the fact that Tor books released now are free of DRM. 

by ‎12-30-2012 08:20 PM - edited ‎12-30-2012 08:20 PM

Here's the thing about blaming the publisher:

 

Yes, it IS the publisher that makes the book and it IS the publisher that's responsible for fixing it.  But if I buy a physical book, say the 5th Harry Potter, which had this issue, and I get it home and discover that a big chunk of pages in the middle of the book is blank, I'm not calling the publisher.  I'm going right back to Barnes and Noble and asking for a replacement with text or my money back.  They're the place I bought it at and they're the place that should make it right for me.  So if I've got a defective ebook, I'm not calling the publisher, I'm calling B&N.  IMO advice to do otherwise, well-meaning as it is, when it comes from a B&N employee it feels like passing the buck and leaves the customer out in the cold.

by on ‎12-30-2012 08:54 PM

Comparing physical books to ebooks isn't a fair comparison.

 

For starters the printed book can fall victim to errors in one batch that aren't in another.  This can, and does, happen in even the most popular of books.  But because batch 'a' isn't the same as batch 'b' you can exchange a bad batch 'a' book for a good batch 'b' book. 

 

In terms of refunds, you can do that with ebooks as well.  However the process that I have seen seems to lock you out from re-purchasing the book at a later date. 

 

B&N can not fix an ebook anymore than they could fix the bad print of a physical book.  That's why I say talk to the publisher if it's determined the problem is localized to just that book.  If it's a device wide issue then certainly the onus is on B&N to fix it.

by on ‎12-30-2012 10:13 PM

It is a fair comparison, as they are both books purchased from a retailer, that retailer being B&N.  If B&N isn't going to stand behind their sale, then as a consumer I'm going to look for a seller that will.

 

You see how simple that is?  Can you see how important it can be to give good CS?  Telling a customer, "Sorry we sold you a messed up book, but you'll have to call someone else to fix it" is not good CS.

 

Back when B&N's CS was in the US, I called customer service twice with ebook issues and CS told me they'd pass those on to the publisher.  That's what they're supposed to do.  And in each case the issues were fixed within a few days.  If they'd told me to contact the publisher, I would not be a nook owner now.

by on ‎12-30-2012 10:21 PM

Ah, I see the miscommunication we're having now.  I was taking the issue as a store employee, we've got no ability to pass anything along to publishers, and while I'd rather see a customer leave happy, I don't want to get to that end by lying to them. 

 

Customer Support however very well may have that ability (as I don't now, nor have I ever worked that end of B&N I don't know for a certainty). 

 

I was also looking for the quickest way to resolve this issue, as a phone call or email would have been required in either contacts case (B&N or Tor) I would think the ideal contact would be those who are directly responsible for the media involved.  That's assuming you wish the issue to be fixed.  As I mentioned in my earlier post you can ask for an ebook to be refunded, in which case B&N would very much be the ones to contact, again Customer Service as the brick and mortar stores aren't able to offer refunds on ebooks. 

by on ‎12-30-2012 10:50 PM

Yes, but YOU could make that call on the customer's behalf.  You could say, "I will notify the publisher," and then make that call.

by on ‎12-30-2012 11:43 PM

Ok, I'll walk this through as if this was someone physically in front of me in my store. 

 

Them: Hi, I have an odd issue with this ebook.  It's got a really weird page count, and it seems to skip numerous pages when I go forward. 

 

Me: Huh, that's pretty weird, can I see?

1) I'll check out their nook, seeing if I can reproduce the issue in the ebook they mention, then seeing if it happens in other ebooks.

 

2) If it's localized to that ebook on their Nook, I'll download it on one of the store nooks and see if the problem persists.

 

3) If the problem doesn't persist, I'll archive the book on the customers nook and redownload it.  Then I'll check and make sure the problem is resolved.

 

4) If it does persist or is not resolved from archiving it, I'll contact Nook Support, which is not the same as 1-800 the book.  I'll explain what's going on to them and the steps I've taken to solve the issue.  Generally they will say something along the lines of

 

"That's a shame, it sounds like it's a bad ebook file.  We'll notify the publisher.  There's nothing more we can really do."

 

I then pass that on to the customer, and still advise them to contact the publisher themselves, because it is possible the Publishers can offer a more immediate solution to that one customer than they can to a flag on an ebook.  I also ask if they want to get refunded for the ebook explaining it will be removed from their account and that they may be blocked from repurchasing it in the future. 

 

 

Welcome to the NOOK Issue Reporting exchange. Post your issue and come back later to check its status, as well as commentary from myself and BN developers. - Alex
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