After spending a couple hundred dollars purchasing five digital textbooks for Nook I went to download my books onto Barnes and Nobles Nook Study program for college students. Each book I attempted to download I received the same error message “Your Adobe certificate has been corrupted. Please call customer service at the number below.” (2161)
So I proceeded to call customer service with the number provided. I was eventually connected with a person (that was obviously outsourced) that quickly dismissed me saying it was Adobe’s error message I needed to contact Adobe. I informed the apparently confused tech “support” person that I had the Barnes and Noble error code number for him if it would help him trouble shoot more efficiently, and then I gave him the (2161) code that was above the 1-800-THE-BOOK I was instructed to call.
I was put on hold for a very long time. When he was back on the line (at this point I had been on the phone for 30 minutes) he informed that his associate would be emailing an older version of nook and that this should resolve the problem, have a nice day. I checked my email downloaded the older version of nook and still the same error message appeared. I googled the error message and found that this had a similar problem for others, so I figured I must’ve just gotten a bad egg when I called, and proceeded to call again.
On my second phone call to Nook I caught the person up on my situation; he had me re-install the newer version of nook, and asked me to hold for someone that might be better able to help.
I was connected with someone else who I filled in on my situation, and he began to trouble shoot a few things. After having no luck, he informed he was “working blind” because he didn’t have a mac computer, and he was “googling the problem, and he could see that this was an issue for others.”
Barnes and Nobles tech support was googling my problem. Also, they didn’t have the resources to resolve my problem because I’m a Mac user; a problem that has been an issue for many others. He had me copy my log files to email to him. He warned me that it might be a couple weeks before I receive a response.
My semester begins Monday, it’s too late for me to order new print textbooks and receive them on time.
By the time I hung up, I had been on the phone for 55 minutes.
I’m going to hope that someone competent from Barnes and Noble’s staff views this message and responds in time to resolve my problem before semester begins on Monday August 27th 2012, until then I plan to post this review of nook textbooks and barnes and noble tech support in every forum I can find related to digital textbooks, Nook, Mac, and resources for College students.
Did I mention that I have other textbooks through google play and ibooks that work perfectly, that I can also read on my macbook and ipad with no issues?
I highly recommend Google Play and iBooks.
