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kchussin
Posts: 1
Registered: ‎02-10-2013

Bad Support Technician, Good Support Supervisor

Just called Nook technical support because my wife's Simple Touch's power button wasn't working, and it was stopping us from being able to use the Nook at all. While I was on the line with tech support I pulled out my Nook, same brand and model, to look at it for comparison, I realized the back of my wife's Nook was very swollen. Now, I've dealt with a great deal of electronics in my day, and have had many lithium-ion batteries swell and pop. I know the signs when I see them, I know the damage they can do, and I know how to handle electronics with them. When I pointed this out to the "technician" on the line, he advised me to plug the Nook into a charger for 3-5 hours. Charge it. For THREE TO FIVE HOURS. WITH A SWOLLEN LITHIUM BATTERY.

 

Does he think the pent up energy in the battery is just going to drain back up the usb cable, and dissipate back into the grid to power our toaster?

 

I politely ended the call, and then proceeded to immediately call back. The same "technician" answered, and I asked to speak with his supervisor. He asked for my email and name again, and upon realizing I was the same customer he just ended a call 30 seconds ago, he began pestering me about why I wanted to talk to a supervisor. I informed him to just put a supervisor on.

 

Once I was on the line with the supervisor I explained why I initially called, and what I came to realize while on the line with their "technician". He swiftly apologized, and commended me for knowing not to follow the advice I had been given. He checked on the condition of our warranty, which the first "technician" did not do, and found that we've only owned the Nook for about 2 months. We now have a free, new Nook in the mail on its way here, and a free return-shipping label to send the original back to them.

 

Please, other Nook owners, take this as a sign to double-check what a support tech tells you, and NEVER be afraid to call back, but always be polite. More flies with honey, and all that.

Bibliophile
5ivedom
Posts: 3,544
Registered: ‎12-03-2011

Re: Bad Support Technician, Good Support Supervisor

+100 to this if I could.

 

1) As the OP said -

 

*****

Please, other Nook owners, take this as a sign to double-check what a support tech tells you, and NEVER be afraid to call back, but always be polite. More flies with honey, and all that.

*****

 

2) If you can't get help on the phone, go to a store. Based on what other Nook owners have written, most store Nook people are very helpful.

 

3) In the rare case someone in a store is not helpful, talk to their supervisor or visit another store.

 

 

Distinguished Bibliophile
Mercury_Glitch
Posts: 1,399
Registered: ‎06-07-2011

Re: Bad Support Technician, Good Support Supervisor

Just keep in mind, I doubt the phone support gets any training.  It's likely that they have a script and most just read off that script.

 

Technically that is their job.  It doesn't mean they're doing a good job for you, but it does mean someone else failed to properly prepare them.

 

Before reading these forums I would not have known that a swollen Nook meant a swollen battery.  Granted I would have seen that the Nook was certainly not going to magically return to its proper shape by plugging it in.

 

The in store people are also given basic training, most of which is how to use the Nooks basic functions.  Tech support for the Nook generally comes from them reading bits on the forums or from calls to good store support people.

 


So I read the OPs experience as 'poorly trained tech support barely doing his job, good supervisor'

The Wheel weaves as the Wheel wills, and we are only the thread of the Pattern.
flyingtoastr
Posts: 3,021
Topics: 55
Kudos: 2,951
Registered: ‎11-11-2009

Re: Bad Support Technician, Good Support Supervisor

A swollen device casing should have been an immediate cue to the customer support rep to escelate to S3 Product Specialists. But meh, 1800THEBOOK is useless.