14 Replies Latest reply: Oct 8, 2013 12:57 PM by ConnieL4193

    Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!

    GraciesGoneShopping

      I called NOOK Support this morning regarding the problem with the dead spots on my NOOK, and I tried to fix a long standing problem with my e-mail while I had them on the phone. This required hanging up in the middle of the conversation, calling TimeWarnerCable, and then calling NOOK Support back.

       

      I hate what I am going to say and I hate that I am the one saying it, but it needs to be said, and now that I'm saying it, I hope that if this is an issue for you, I hope you say it too.

       

      I CANNOT UNDERSTAND THE PEOPLE AT NOOK SUPPORT!!

       

      I am not a raciest or a bigot and I hate this conversation and the fact that we even have to have this conversation, but I strongly feel that B&N needs to know what a problem this is. I'm not sure where I am calling when I dial NOOK Support, but I am now more certain than ever that it is outside of the United States. I call them because I have a problem with my NOOK, not because I want to insult somebody or to make somebody feel bad about their nationality. But after having to ask them so many times what they said, they do start to get irritated at which time I am already fed up. They speak broken English or very poor English and then they are offended because I ask them to repeat themselves? HA! There's nothing wrong with my English!!

       

      Maybe B&N should open a NOOK Support Center here in the United States. Maybe they should be willing to pay people here to keep it open on the weekends and on holidays because it would be worth it to their AMERICAN customers to be able to speak to a service representative that can be understood.  If I have to call there three times, I feel very strongly that at least once out of the three I should be able to speak with someone who speaks and understands my language! I certainly don't want to speak with anyone who thinks I am insulting them because I don't understand them.

      I am at a crossroads now where I know my NOOK needs to be replaced. Do I really want to buy another NOOK when I already know what is at NOOK Support? Do I really want to do this to myself again? Maybe in between now and the time I buy the replacement I will get phone numbers for all the support people (iPad, etc.) so I can find out in advance who, if anyone, speaks English.

       

      I should not have had to write this post. Luckily, I am angry enough that I don't care that I did.

      Please forgive any typos and have a very nice day!

        • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!
          deesy58

          GraciesGoneShopping wrote:

          I called NOOK Support this morning regarding the problem with the dead spots on my NOOK, and I tried to fix a long standing problem with my e-mail while I had them on the phone. This required hanging up in the middle of the conversation, calling TimeWarnerCable, and then calling NOOK Support back.

           

          I hate what I am going to say and I hate that I am the one saying it, but it needs to be said, and now that I'm saying it, I hope that if this is an issue for you, I hope you say it too.

           

          I CANNOT UNDERSTAND THE PEOPLE AT NOOK SUPPORT!!

           

          I am not a raciest or a bigot and I hate this conversation and the fact that we even have to have this conversation, but I strongly feel that B&N needs to know what a problem this is. I'm not sure where I am calling when I dial NOOK Support, but I am now more certain than ever that it is outside of the United States. I call them because I have a problem with my NOOK, not because I want to insult somebody or to make somebody feel bad about their nationality. But after having to ask them so many times what they said, they do start to get irritated at which time I am already fed up. They speak broken English or very poor English and then they are offended because I ask them to repeat themselves? HA! There's nothing wrong with my English!!

           

          Maybe B&N should open a NOOK Support Center here in the United States. Maybe they should be willing to pay people here to keep it open on the weekends and on holidays because it would be worth it to their AMERICAN customers to be able to speak to a service representative that can be understood.  If I have to call there three times, I feel very strongly that at least once out of the three I should be able to speak with someone who speaks and understands my language! I certainly don't want to speak with anyone who thinks I am insulting them because I don't understand them.

          I am at a crossroads now where I know my NOOK needs to be replaced. Do I really want to buy another NOOK when I already know what is at NOOK Support? Do I really want to do this to myself again? Maybe in between now and the time I buy the replacement I will get phone numbers for all the support people (iPad, etc.) so I can find out in advance who, if anyone, speaks English.

           

          I should not have had to write this post. Luckily, I am angry enough that I don't care that I did.

          Please forgive any typos and have a very nice day!


          Here, IMO, is the nub of the problem:

           

          Students in other countries tend to receive better educations than Americans when it comes to technology.  Not all other countries, but some other countries.  Many young college students and graduates in places like India, China, Taiwan, P.I., Singapore and other Asian countries have a much deeper education and understanding of technology than most young Americans.  That's just the way it is, and even companies like Microsoft contract their technical support responsibilities to companies in Asia.

           

          Unfortunately, a student who is busily studying Information Technology, Engineering or Computer Science does not have a lot of time left over for improving his/her English.  Some technicians speak better English than others, and you can be sure that it is as frustrating for them as it is for you.  When we Americans speak their languages, we speak it with heavy accents, too, and they often have difficulty understanding us.  Until the entire world speaks a single language (I won't hold my breath.), this problem will probably be with us. 

           

          If you can't understand the technician to whom you are speaking, you should always request that the issue be "escalated."  This almost always leads to a connection with a more senior technician with a better ability to speak English. 

           

          Good luck!

           

          • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!

            Okay, calm down. Its not that individuals overseas are smarter, get paid less to do the same work, nor the fact that these countries need more help with technological devices. Its the simple fact of not knowing them on a personal level. Sometimes, technical support can irritate someone to the point of going postal. With them having an entire ocean between the two of you, its nearly impossible to track that person down and strangle them. I hope this has alleviated the curiousity of most of you. Almost all American technical supprot is automated, meaning a robot filters your troubleshooting until I finds a solution. If you end-up talking to a real person, they're not from the delhi on the corner.

            • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!

              The reply from B/N support to the person who, as politely as possible spoke of not being able to understand the support people @ B/N, was crude and rude.
              The person who wrote about B/N support people not being understandable is an experience all too many of people have had!
              The support person's reply came across as defensive, scathing, and condenscending!
              My experience/s with B/N support are the same, inclusive of my issue being 'escalated' and never got handled.

              I actually had support tell me I had to open an additional email account and I went through a lot of time doing so, and still my problem was not solved. They then told me I needed to contact my iNet provider or my email provider and maybe they could figure it out...
              I do not feel the person was being rude or blaming, etc., when she wrote the comment about not being able to understand the people at support when she calls.
              I had to contact support today, in fact, but I used live chat. The particular item I called about was a question/inquiry that did get answered, thankfully.
              However, for the most part, I do not contact B/N support because I, also, cannot understand the person I'm speaking with.
              It is fact of life, yes, that we all speak differently, but there was no reason for the support person's reply to be from a bully pulpit! 

                • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!
                  Mercury_Glitch

                  If you dislike the CS folks, trying calling local stores.  And maybe calling the corporate numbers to comment that the store support you got was so much better than the CS support.

                   

                  Now there are things the stores just can't do, because we don't have access to all the things the CS does.  But we'll do what we can to help you.  And if you come in we can call folks who have more access than us. 

                   

                  I will say that CS should be getting better now, at least in terms of accents. 

                    • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!

                      I have no idea what the CS was before I got my Nook (one month) but I can tell you they are still off-shore and still have heavy accents. I hate it just like I hate it with all the MANY other ones I have to deal with. They can do fairly simple things but if the issue is at all complicated and requires lengthy explanation, then it's almost intolerable having to try and explain it to them. I truly hate it and have thought on more than one occasion of stopping my usage of whatever product is involved.

                        • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!
                          tuck229

                          Not sure why, but more than half the times I have called B&N support, my helper spoke perfect English and sounded very American.  I have had someone before whom I had a lot of trouble understanding.  I apologized for not being able to understand him very well and asked if he could transfer me to a different tech.  The next person had an accent but I could carry on a conversation with her.  Maybe I'm in the minority but in spite of a couple frustrating calls, I have had really positive CS experience with B&N the past three years

                           

                          Here is some advice to folks:  Go to the web site and do a chat session with CS.  no accents to deal with and most issues can be addressed via chat.

                    • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!

                      First of all don't feel racist or anything else. As consumers we are entilied to customer service that meets our needs. I believe that you can ask where you are calling and if the person tells you that it is outside of the country...you can ask to speak to someone in the United States and I believe that BY LAW they must transfer you to someone inside the USA.

                       

                        • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!
                          deesy58

                          gailys wrote:

                          First of all don't feel racist or anything else. As consumers we are entilied to customer service that meets our needs. I believe that you can ask where you are calling and if the person tells you that it is outside of the country...you can ask to speak to someone in the United States and I believe that BY LAW they must transfer you to someone inside the USA.

                           


                          Why would you believe this?  I am not aware of any such law.  Could you elaborate a little?

                           

                          • Re: Called NOOK Support Twice Today - I CANNOT UNDERSTAND THEM!!
                            KingAl

                            gailys wrote:

                            First of all don't feel racist or anything else. As consumers we are entilied to customer service that meets our needs. I believe that you can ask where you are calling and if the person tells you that it is outside of the country...you can ask to speak to someone in the United States and I believe that BY LAW they must transfer you to someone inside the USA.

                             


                            There's no such law.