Yep B&N CS support online or on phone pretty much blows. But that isn't unique to B&N.
Just insert B&N with thousands of other companies and get the same customer dissatisfaction and device support. As Amazon has got it right with the level of customer satsifaction. That many other companies forego that expense.
This is a standard play on part of Business Greed. Sorry if this irks Business types that spout the Businesses are in business to make money. And I have no problems with them making profit.
But the sake of Profit at the expense of quality support for the device and the customer isn't profit but Greed pure and simple.
Tho I do give High marks for their store walk-in service with friendly and knowledgable salespersons.