There was a question about that couch fire in Washington state, phrased thusly:
"The video of the fire/burnt couch is very good evidence that B & N does care! Was this a result of Sam's help?"
On the question of Sam, the fire occurred four months ago, before she was on these boards. I don't know if she was involved.
The story is not evidence that BN cares; it's evidence that BN cares about bad publicity.
The reporter here is a local TV consumer reporter. BN corporate moved once they got calls from him and knew a story about a fire caused by their product would be aired on television.
When the customer called customer service, she wasn't even able to get a replacement charger:
""I ended up calling six or seven times over the course of three weeks to try to get a charger, I haven't been able to get anything"
Here we are in June, and a week ago we had an escalation to tech support resulting in a board member here being told a nonexistent fan had failed, which is why her device was overheating.
Contrast that with the end of the February report: BN are "not sure what happened with the one that melted, but they say they are looking into it."
Tech support for BN still isn't up to speed on this.
That last is, I think, an area that Sam actually is working on now.
