7 Replies Latest reply on Jul 27, 2014 7:23 PM by keriflur

    Terrible experience with B&N returns...

    neptunesocean

      I will never buy anything from Barnes and Noble again. I just had a return/replacement processed for my malfunctioning Nook HD. Only a couple months old. I was told when I got the return processed that as long as they were in stock, I could get a new one instead of a preowned one sent. I didn't want someone's old defective/worn-out device with it's old nonreplaceable battery. Mine was manufactured recently and I wanted something that would last and not need to be returned. 

       

      Instead, a preowned one arrived in the mail. I called support and got a guy (Paul I think was his name) who was absolutely terrible. He lied repeatedly... Claimed that preowned Nooks are never more than 14 days old (the one I got in the mail was manufactured 12-09-12 - almost a year and a half older than mine), that they're only store returns and NOT repaired defective devices, that there's no info on their website for preowned Nooks (it's right here at: http://www.barnesandnoble.com/u/certified-preowned-nook-help/379003688/) when I mentioned info from it, etc... 

       

      He said that new replacements are only sent out when they're in stock. I pointed out that they're in stock (exact size and color) on the website. He said that's a different warehouse and they can't access its stock (same company, so how is that possible?). He said the returns warehouse doesn't get the new ones, they just put down a request for them when a replacement is ordered from it. I asked why they tell the customers they can get a new one if they NEVER can. He responded "that's why it's just a request." I was flabbergasted - that's deliberately deceptive, Barnes and Noble telling people they can get a new replacements when they can't (even though the item is in-stock online). They might as well be "putting in a request" for a Unicorn.

       

      I finally asked to speak to his supervisor and get hung up on. I'd been very polite, never yelled or got angry. I was upset, but sadly not surprised, by the rudeness.

       

      Now I'm stuck with a year and a half old device. Normal warranty is 1 year so it's most likely been returned multiple times before. It has uneven lighting/color on the top right quarter of the screen and the micro-SD slot is slightly off in alignment. I'm debating whether it's worth the time to deal with this nightmare mess all over again or just give the device away or throw it out. 

       

      Aside from phone support, much of the website is glitchy/malfunctioning. The erase and deregister my Nook wouldn't work and gave an error message. The chat support kept cutting off or timing out randomly a few days ago when I tried to ask a question there. 

       

      No wonder people buy Kindles. I wish I had.

        • Re: Terrible experience with B&N returns...
          keriflur

          First off, your warranty states that you may get a pre-owned replacement. You are NOT in any way guaranteed a brand new device, so while the person you spoke to was wrong about a lot of things, he was not wrong about telling you that you can request a new one, but that doesn't mean you'll get a new one. What it does mean is that you'll get a like-new one, not some beat up piece of junk. And as you should know, given that you're having to exchange your recently-manufactured device, being recently manufactured does not mean a device will last and not need to be returned.

           

          Since you think kindle is better on this, let's take a look at the warranties.

           

          Here's the BN warranty clause about replacing your device:

          If, upon examination, B&N determines that your NOOK is covered by this Limited Warranty, B&N will, within a reasonable period of time, at B&N's option and in its sole discretion, and at no additional charge, do one of the following:

          • replace your NOOK with a new or refurbished model; or
          • refund the purchase price you paid for your NOOK.

          Here's the Amazon kindle warranty clause about replacing your device:

          During this warranty period, if a defect arises in the Device, and you follow the instructions for returning the Device, we will, at our option, either (i) repair the Device using either new or refurbished parts, (ii) replace the Device with a new or refurbished Device, or (iii) refund the purchase price of the Device.

           

          So here's the difference between these two - at Amazon, Amazon may take your device and repair it with new or USED parts. How exactly is that better?

            • Re: Terrible experience with B&N returns...
              neptunesocean

              "You are NOT in any way guaranteed a brand new device, so while the person you spoke to was wrong about a lot of things, he was not wrong about telling you that you can request a new one, but that doesn't mean you'll get a new one. "

               

              Yeah, he was wrong. The whole "request" function is deceitful if the customers can never get a new device. Telling customers they'll put in a request for a new one and the customer will get a new one if it's in stock (which it is) and then NOT sending a new one is terrible and shows just how little they respect their customers. What's the point of requesting a new one if they can't/won't ever follow through with it?

               

              "What it does mean is that you'll get a like-new one, not some beat up piece of junk. And as you should know, given that you're having to exchange your recently-manufactured device, being recently manufactured does not mean a device will last and not need to be returned."

               

              A year and a half old, returned multiple times and already showing issues after five minutes, is not like-new. And I think it's pretty logical to assume that a recently manufactured brand-new device still has a much better chance at lasting than an old and defective device.

               

              "So here's the difference between these two - at Amazon, Amazon may take your device and repair it with new or USED parts. How exactly is that better?"

               

              My sister had her Kindle replaced. They sent the replacement out before she'd sent her broken one back. So they're not typically taking your device and making you wait on a repair. And I think the main issue here isn't simply receiving a preowned one. I would've accepted that if they'd been upfront and honest from the getgo - not lying and making false promises. The issue here is customer service and policies - why make your customer think they're getting a new one when they're not, why lie, why hang up when a supervisor is requested, etc... It's been a rotten experience.

              • Re: Terrible experience with B&N returns...
                dixieboo

                Does anyone have statistics comparing the number of defective nooks vs kindles.  Maybe there are more defective nooks so there are more unhappy  customers contacting cs.  I had my first nook HD+ for a year. No problems till I stepped on the screen and needed a new one last month.  As soon as I started using it I noticed differences.  The screen was  not as responsive and it kept giving messages claiming it needed to be charged and shutting down.  When I plugged in the charger - green light 100% charged.  I brought it back to B & N and the nookling asked me if I had tried the usual "fixes"; shutting it off , yada yada yada.  He finally relented and provided a "refurbished at the factory" replacement for my, less than a week old, return.  Now my new "used" nook gets too hot to touch if I try to use it while charging, when I click on a link it gets underlined but usually won't open and the blue rectangular hi light appears in a blank area about a half inch away.  It keeps re synching and losing whatever I was working on and/or turning into, what I call pixel hash (the screen totally scrambled.)  My point, after all this, is I am buying a Kindle.  They may have a similar warranty to B&N, but they have a better product.  I have a very large family and am the only nook user. I also am the only one unhappy with my purchase.  You can have the best customer service reps in the world, but it doesn't matter if the problem is your product.

                  • Re: Terrible experience with B&N returns...
                    bobstro

                    Heh. I see a theme here. I just responded to your other post, will try to edit that based on the info you provided here. 

                     

                    Did B&N charge you for the 1st replacement? If not, you got lucky since footwear-induced damage isn't usually covered under warranty. 

                     

                    If you do want to try another brand of device, I'd suggest a general purpose tablet. That way, you can still access your B&N-purchased content, and you can get a no-fault extended warranty from Best Buy or some other store you can walk into. 

                     

                     

                • Re: Terrible experience with B&N returns...
                  Schwa

                  Here is the Limited Warranty you agreed to upon purchase of your device.

                   

                  If your replacement is not working correctly you can certainly request another replacement.

                   

                  By the way, Kindle and most other mobile tech companies have the exact same warranty policies. 

                   

                   

                   

                    • Re: Terrible experience with B&N returns...
                      neptunesocean

                      I know what the warranty is. The warranty itself states they CAN send a new model. The person who processed my return said as long as a new one is in-stock, that's what I'd get. It was and still is in-stock.

                       

                      Having to make another return is precisely what I wanted to avoid. Now I'm forced to go through this mess all over again returning an old, still-defective device. To get another old device and hope it works.

                       

                      Their warranty policies may seem similar, but my experience with B&N been one of rudeness and lies. Telling a customer you'll do something you won't is bad customer service, nothing else. If you're only going to send a preowned device, tell that to the customer and don't claim something else entirely and then lie to cover it up. Preowned Nooks are NOT 14 days old or less. They're NOT store returns instead of previously broken devices. Etc...