Glowlight and AWFUL Customer Service

[Usty]

I am fuming right now. Bought the Glowlight nook (first B&N product) in the pre-order since I do a lot of night/low light reading.  About a month in I get the dreaded screen issue that has plagued others where a spot appeared on the screen that lets the glowlight shine through, unfortunately right in the middle of the screen to distract on every page. 

Call customer service last Monday, wait on hold for 15 minutes and then spend another 15 "diagnosing" the issue - including a full hardware reset.  Customer Service agent issues an RMA, takes my credit card for (HA) "rapid replacement" and everything is fine. She says, "When you get your new one, just put the old one back in the same box and use the labels to send it." No problem.

2 days later I get an email notice telling me my order is canceled, with my original order number.  Call back, wait 15 minutes and after being transfered once a 2nd agent tells me, "No problem sir, they canceled your original order because it is being sent back. Your replacement is still processing just fine."

Another 8 days later...still no Nook replacement.  Hmm, that's odd, let's call again.  20 minutes and on to my 2nd agent again, "Sorry sir, your original replacement was canceled. I see in the notes where the first agent had said it was fine, but he was wrong."  At this point, I'm livid and demand a supervisor. (Multiple times to get him to transfer me.)  I explain everything again and the extremely disinterested supervisor says, "Would you like to process a replacement order again?"  I state that of course I would like to replace my month old $140 broken item and she requests my credit card again for rapid replacement and that I must ship the device back within 14 days from today.

I swear if I get charged for the first one, I'm going to flip out. I'm not a complainer, I rarely send things back. But this is probably the worst customer service I have ever called.

I know it's probably not the right forum for it, but I had to put it somewhere and hope that maybe someone from Barnes and Noble who gives a crap would read it.  How do you have no communication with your customers? How do you misinform them so TERRIBLY? It's ridiculously frustrating.

At this point, when i get my replacement, it might just be going on eBay and I'll stick with my trusty old Gen 2 Kindle and stupid attached reading light. 

[keriflur]

Do you have a store near you that you can bring your nook to? Phone CS is generally an awful experience, but people with Glowlights have been having great service and easy exchanges in-store.

[h2oskierc]

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keriflur wrote:
Do you have a store near you that you can bring your nook to? Phone CS is generally an awful experience, but people with Glowlights have been having great service and easy exchanges in-store.

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If you bought at Best Buy (or another non-B&N retailer) they won't do a warranty exchange in-store will they?

[keriflur]

I would think your best bet would be to contact the retailer you purchased from.  If I had bought at Best Buy I'd go to Best Buy, explan the problem, and ask for a new one.  I don't know what their policy is as I didn't buy there, but I've found it's always a good idea to know a store's policy before buying from them.

Also, Best Buy has a much longer return window, so an outright return (rather than exchange) might be possible.

It'd be helpful if you explained your actual situation, so people in that situation can respond more accurately.

[BN_AlexG Administrator]

Hi Usty,

I'm sorry for all the confusion and misinformation given to you on that return. Can you please PM me with your account info (email, serial number) and I'll be more than happy to look into the matter for you.

- Alex

[Usty]

Initially my first CSR had checked on in store replacement for me and said that no local stores to me had any stock - which is what set this whole process in motion.

At this time it appears speaking to a supervisor did get me some attention as I have a new order shipment notice. Hopefully I'll be able to put this whole ordeal behind me shortly.

[lindajm22]

I had the same issue with my new Glowlight, but the replacement they sent is even better so I'm sure you won't be disappointed.  Check the email they sent you because it should have an estimated shipping date on there.  Mine took several weeks from the time I called until the time it shipped.  Hopefully you won't have to wait that long.  But I did not send back the defective one until the new one was delivered and I was not charged.  I think the 14 day period starts the day you receive your replacement, not the day you put the order in, so enjoy your old one until the new one comes.  They told me on the phone that was fine to do.  Good luck!

[The_Most_Happy]

There is no getting around it.  Barnes & Noble customer service needs immediate improvement. 

I have scaled back on book and ebook purchases significantly from BN following a fraudulent ebook purchase from their website. 

I spoke to Customer Service for over TWO HOURS, and I never received either the correct merchandise (my first choice) or a refund (my second choice.)  All I have is an ebook I never wanted.  All I received were numerous excuses, refusal to help (or supply me with the name and contact info of someone who could help) and stressed outrage for the waste of time and shoddy service.

This company is lucky there isn't an Apple Ipad in the size range of their products.  As it is, my purchases are on hold pending the rumor a smaller ipad may be available in the near future.   I've been incredibly loyal to BN for years.  I deserve better treatment than what amounts to bait-and-switch marketing practices and customer DISSERVICE.

If Customer Service matters,  my advice is to avoid doing business with this company.

[mysticzzz]

I sent mine in too, and am still waiting, after a month and a hald. in the meantime i got an ipad mini. i love it. i will give the nook away or sell it.