I do NOT generally post anything on FB, write on blogs, forums or even comment on much about service or product issues, but this time I am on a bit of an edge in regards to an “issue” that is still not resolved. Nook and Barnes & Noble has left me with a VERY bitter taste in my mouth and now upset and empty handed. First and foremost, I am baffled that an organization such as Barnes and Noble would treat their customers so poorly. I have been the most patient and persistent about this since it began and it has left me with literally nothing (but a defective device).
It all began a month ago when my NOOK Color device would only show this gray n on it and not power on. I took it into the local Barnes and Noble store where the gentleman looked at it and tried and tried, but could not get it to power up either. He looked up some information on my particular device and told me that I still have the warranty that I purchased and here is an 800 number to call as he did not have any replacement devices in the store. At the time, I was of course grateful that I always purchase these warranty/insurances.
I called right when I got home that day. I had spoken with the rep on the phone ( as well as upated my Barnes and Noble.com Profile to update my address (as I have moved since the device was originally purchased and the address they had on file was incorrect). Why this “update” and delete of my old address never processes in their “system” I cannot understand. (more on this later) I was told that the replacement order was placed and I received an e-mail (to my account on file) with the proper RETURN shipping labels (with the correct NEW address) (in which to return my defective device with 14 days AFTER I RECEIVE the “replacement” device), which I printed out. Then I received another confirmation e-mail (From:Barnes and Noble) with my RMA number and another e-mail stating they were shipping my “replacement” device—to the WRONG Address. I called them immediately and after being jerked around for over an hour and a half and talking to 6 different people, I spoke with a gentleman that claimed he was in the shipping department and said that since we caught the order early enough in the process that he would manually change the address on the order as we were on the phone, to be able to ship to my new address.
I waited the 3-5 business days and still have not received anything.
So I called again to check on the order and the gentleman on the phone told me that the order was in the system but never processed. He told me that because of this he did not have a tracking number for this and that he would place a new order to be shipped. He assured me that my credit card would not be charged as the 14 days starts once their system shows that the “replacement” device is delivered. Whew, I was getting worried about that. He assured me that he placed a new order and put notes in that the previous order was “lost in transit” and gave me a new order number.
Again, I waited the 3-5 business days and I still have not received my “replacement” device. I am getting a little bit more leary and frustrated. I called in to obtain the tracking number for the “replacement” device that was to be shipped (for the second time now) and was given the EXACT SAME tracking number that is on the RETURN shipping label that I printed out and is sitting in front of me on the table, which I am not to ship back until I receive the “new” device. The person on the phone insisted they were right and I was wrong and that was the tracking number, after 15 minutes of me explaining that there is no way that can be (due to logistics and understanding UPS and tracking labels and looking it up online etc) she puts me on hold…comes back to tell me that “oh the order was never processed AGAIN. I will have to place an entirely new request” AGAIN??....
Here in lies the problem. I am leaving for vacation in 2 days (hence also why I wanted this all taken care of and why I have been so diligent about it) and really wanted to take this device along as well as finish the story I was in the middle of reading when it “crashed”. Also, as there will be no one available to receive the UPS shipment (if it ever ships), I don’t want it sitting out in rainy weather while I am gone. Therefore, I asked the person if we place (yet another) order today if it can be expedited or overnighted so that:
A) I will be able to get the replacement device, as I will be home yet for another day
B) I can get the defective one shipped back within the 14 days
C) I really want to take this on my trip as well as finish the story I am reading!
I was then notified that there is no way that they can do that. REALLY?? This is your companies mis-handling, mis-information and lack of COMMUNICATION (phone or e-mail would have at least suffice in notification that you cannot fill the order or why this keeps happening) and Barnes and Noble/Nook should take some RESPONSIBILITY.
I do understand that since this is a warranty replacement that these orders do not get placed in top priority. However, being that I PURCHASED the warranty I expect the same kind of service as a new customer. I was also told when I purchased the warranty, unlike some cell phone warranties, that NOOK does not ship “refurbished” devices, but new ones. Regardless of what your policy is on that, I still am out of a device, upset and very frustrated with your organization. In today’s world of mass communication and instant notifications, I find it hard to believe that you could not have called me or e-mailed me with order status information, especially because clearly your company is not shipping the device. I also think it might do you a bit of good to update your customer account profiles, maybe batch update them,so if/when a customer updates their address (default) on your .com site (and with your reps on the phone…(that in my opinion did not update your “system”) that your system updates as well.
I am rather disgusted and hurt that I had to cancel the entire process today and now have no device at all. Being that I will not be home to receive the shipment or send the replacement and will have to attempt to continue this process when I return. I still think that YOU should take the cost of expediting this shipment next day.
You see I was involved in a severe severe automobile accident almost a year ago and I used to just only have good and wonderful things to say to people about how wonderful my Nook Color was and how I was so grateful to have it during rehabilitation and it has made time go by and life a lot easier. I regret to inform you that due to your LACK OF CUSTOMER SERVICE I may have to retract my statements. Even more so that I no longer have a working device and am baffled as to why this replacement can’t be handled.
If there is anything that can be done to rectify this situation, I am open to suggestions.