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.