21 Replies Latest reply on Aug 4, 2012 8:16 AM by Keystoneco

    Thanks For Nothing

      Apparently this is an employee board.  A very biased one at that.  Figured I'd get some sympathy and a little non-biased help& understanding but no, all I get is contempt.  I will very likely be returning my nook, too.  I don;'t want to do business with a company that condones such poor treatment of customers.  Nice try at fooling people, there is no doubt you are employees.  God forbid anyone should say anything against the "wonderful customer service." Barnes & Noble has crappy customer service, period.  Feel free to reply without impunity, this is my final post.  I feel badly for your next unsuspecting victim.  I don;t have time for your garbage anymore than I need it from your revered customer service.  You waste time picking apart people's posts for your enjoyment and apparently BN condones it.  I'll have no part of it.

        • Re: Thanks For Nothing

          Wow. Many people have told you CS does have problems, many have tried to help you. Many gave suggestions, and offered information, and have done so for no other reason than that they like to help. B&N doesn't pay us anything and if you had done some reading here you would note that we are critical where it is deserved based upon our firsthand knowledge. Are we supposed to complain about things that haven't happened to us when we post? I, for instance have posted issues I have, things I have not liked, but I do not share your opinion that they don't help anyone or the blanket statement that they don't care at all about their customers. That is hyperbole and based upon your experiences. I also would not post that they have the bestest sooper de dooper CS just because I have had good experiences. Neither is an accurate picture and both of our experiences are our own. One of your earliest posts said that B&N had wronged you and you make someone that has wronged you pay for it. This is not a good attitude to enter with if seeking help from people that are basically ok with a company and the item sold. And you weren't making them pay, but were unwilling to listen to or accept any help offered. Roustabout and Ya_Ya are 2 that I recall that tried to give info, and bklvr896. People did try to help, but you kept changing things and acting as if people were dumb for not knowing what you had not told them. This is not the way to treat people especially when you want help.

          So long and thanks for all the fish.
          • Re: Thanks For Nothing

            If we're employees, doesn't that make you an employee, too?  

            • Re: Thanks For Nothing

              Yes, you've done figured us out qball.  We're all secretly in the employ of Barnes & Noble.

               

              Talk about a drama queen.

              • Re: Thanks For Nothing

                I agree with you on B&N's customer service.  It's bad.  Actually, it's worse than bad -- it's pathetic.  But...rather than waste your time posting about it here (which will get you nowhere), why not send a letter to them?  It may not resolve whatever problems you're having (probably won't since B&N doesn't actually appear to have much consideration for their customers), but at least it will make you feel better and you'll have a paper trail...at least you'll have tried.

                • Re: Thanks For Nothing
                  yocalif

                  qball accused us NC fans of being paid employees of B&N, my question is?

                   

                   

                  Where are my employee benefits?

                   

                   

                  Per directive from management,  the faster qball gets rid of his Nookcolor, the happier our little employee coffee break forum will be.  So please "qball"  dump your NC and move on.

                   

                   

                    • Re: Thanks For Nothing

                      yocalif wrote:

                      qball accused us NC fans of being paid employees of B&N, my question is?

                       

                       

                      Where are my employee benefits?

                       

                       

                      Per directive from management,  the faster qball gets rid of his Nookcolor, the happier our little employee coffee break forum will be.  So please "qball"  dump your NC and move on.

                       

                       


                       

                      All I want to know is, where is my paycheck? I was told to wait 2 payroll cycles for direct deposit to kick in. That was 47 days ago, and still no paycheck. Sorry B&N, but the charger you got to me in 6 days is not pay, it's a warranty issue so it does not count. Neither does the update, I blocked that so you would not take back my beloved cookbook. Also, I was told that since my laurel to post ratio is so crappy it qualified me for the quarterly bonus since it indicated that I am on par with the company's customer service mantra. I've had enough, I'm calling 1-800- the book (HR) tomorrow! If I don't get my pay soon, I'm getting me a kindle! Then I can read all my ebooks however I want.
                        • Re: Thanks For Nothing

                          Looks like I missed some fun over the weekend.

                           

                          That's a shame.

                          • Re: Thanks For Nothing

                            Chuck, the rumor i heard was that they are having issues with the checks, it seems the banks are rejecting them because they are in portrait mode only :smileyvery-happy:

                              • Re: Thanks For Nothing

                                robert93 wrote:

                                Chuck, the rumor i heard was that they are having issues with the checks, it seems the banks are rejecting them because they are in portrait mode only :smileyvery-happy:


                                 

                                I did laugh out loud at this. But, in all seriousness echecks have been sent via wifi to each Nc's hidden partition. If a device is rooted when the echeck is sent out you must visit the secret gathering place for status verification. Practice the handshake and wear the company collander for easy recognition.
                                  • Re: Thanks For Nothing

                                    deemure wrote:

                                    robert93 wrote:

                                    Chuck, the rumor i heard was that they are having issues with the checks, it seems the banks are rejecting them because they are in portrait mode only :smileyvery-happy:


                                     

                                    I did laugh out loud at this. But, in all seriousness echecks have been sent via wifi to each Nc's hidden partition. If a device is rooted when the echeck is sent out you must visit the secret gathering place for status verification. Practice the handshake and wear the company collander for easy recognition.

                                     

                                    Thank you so much deemure. You are most definately the most helpful here, no matter what the notes say that yocalif's been sticking to the water cooler. So I stopped by the abandoned Borders building sporting my green and tan colander, and you were right! A handshake later, I was walking out with my checks. I would ask that you and tenagail kindly remove your laurels from my last post though, I barely made bonus this quarter and getting three from you, I have to work tripple hard to maintain my ratio. Thanks in advance!:smileytongue:

                                  • Re: Thanks For Nothing

                                    If you have ever worked in CS in any capacity you will know how absolutely rude and demanding customers are when calling an 800 number. I'm just saying.

                              • Re: Thanks For Nothing

                                First I want to point out that CS blows 3 out of 4 times regardless of what company you are dealing with. Your experience and the service you receive have alot to do with your attitude when you call them with a problem. I have had to contact CS 3 times in the past year. The first time I was left with the impression that CS is completely clueless and unless you are calling between the hours of 8-5pm, you'll get absolutely nothing resolved. After 45 minutes of trying to get CS to reverse some charges for ebooks that were in correctly billed, I was literally asked to call back the following day between those times! lol By the time I got off the phone I was ready to throw my NC out the window. Obviously I wasn't the most pleasant of people during that particular call. Afterall, they were costing me money. When I called the following day it was handled in less than 5 minutes. Making me glad I had not thrown it out the window afterall. My third call to them required me having to do a hard reset and reregistering the entire thing. I started off annoyed, but CS was patient and talked me through the entire experience.

                                 

                                Moral of the story, children, is that you get as much as you give. If you call CS in a nasty mood (and let's face it we very rarely call CS when everything is in great working order and therefore we're in a great mood.) then they will respond in kind. They are after all only human. But if you keep your calm and speak to them nicely, give them as much detail as possible so they don't have to try to guess what the problem is (let's face it, they're not psychics nor are they magicians, they can't help you fix the problem over the phone if you can't explain what the problem is properly), then you will actually get excellent customer service, even though they are located in the Phillipines and half the time sound like their grasp of the language isn't always there.

                                 

                                Oh, and no, I do not work for B&N, have never worked for B&N, nor do I have any family member who works for B&N. But I do work in the hospitality field and CS is the same everywhere.

                                  • Re: Thanks For Nothing
                                    Great post IproCNJ. And that is exactly the point. A long time ago I had to take a Total Quality Mamagement course. It used to be the big thing. They stressed something that I'd generally practiced, because it just made sense. I was an energency services (911, Fire, and Rescue), operator and Dispatch supervisor. They formalized an attitude that every person you dealt with was a customer. So, if a you work IT and another employee needs help, they are customers. If the boss calls with a job, he or she is a customer. As a 911 operator, I saw many times that even other calltakers could be extremely insensitive and rude when answering a call. I cringed and felt just awful when hearing one high profile situation that made it to CNN. I knew how bad it would be because I knew the person who had taken the call. I and others had lodged many complaints against him to no avail. Management never did anything about him. And this was not the first time a call he had taken made the news. He had also taken another while (if you can believe this) he was training someone else. He routinely questioned any caller as if they were lying. He would even tell them they could get in trouble for making phony calls. Mind you, many individuals had been victims of shootings (a couple were reporting mass shootings) or other serious injury. I became a supervisor to try to fix such things. Guess what? They made him a supervisor, too. I quit there to care for my dying mother and moved her with me to a relative's house far away, but did tell the Department Head that that guy needed to go before someone died due to his actions. The point is sometimes it is just one individual that is the problem or even just one particular call. CS reps in any field do have to go the extra mile with patience and attitude, but when you call anywhere it is the luck of the draw. Very unfortunately. CS is often the main or only contact a person may have with a company or any institution. It should be the best experience possible, but if it cannot even be guaranteed when someone is calling for possible life and death help, it certainly can't be when it involves a purchase. I also used to do community outreach and did cable shows for seniors which was meant to give info on the kind of stuff 911 operators need to know when someone calls. The very first and most important thing to try to do is to calm down. Not always possible, but it does apply.
                                      • Re: Thanks For Nothing
                                        NC-Kindle

                                        To maximize the chances of getting understanding and cooperation/help from a customer service representative, the following technique usually works.   After their standard gathering of information:  'Hello (name), I'm angry and frustrated.  I know it's not your fault, but I need your help.'  And then a purging, full venting has a chance of garnering a positive result.  Providing they know their --- form a hole in the ground.  If they don't, try calling again and find one who does.

                                    • Re: Thanks For Nothing
                                      Carlcheated

                                      I don't know about you people. The few times I have had to deal with CS, online or at the store, the service has been very acceptable. They have always resolved my problem or answered my questions. Has it been just my good fortune? I don't think so. So, my conclusion is that B&N has good customer service!

                                       

                                      And no!, I don't work for B&N, I am not on contract with them and I am not being rewarded in any way for saying what I said above, in case you want to pick on me. I am just stating a fact.

                                       

                                        • Re: Thanks For Nothing

                                          Carlcheated wrote:

                                          And no!, I don't work for B&N, I am not on contract with them and I am not being rewarded in any way for saying what I said above, in case you want to pick on me. I am just stating a fact.

                                           


                                           

                                          Um, color me confused, but wasn't that you that hit the tripple at the company softball tournament last month? Or were you someone's +1?
                                            • Re: Thanks For Nothing

                                              chuck4prez wrote:

                                              Carlcheated wrote:

                                              And no!, I don't work for B&N, I am not on contract with them and I am not being rewarded in any way for saying what I said above, in case you want to pick on me. I am just stating a fact.

                                               


                                               

                                              Um, color me confused, but wasn't that you that hit the tripple at the company softball tournament last month? Or were you someone's +1?
                                              Ixnay on the ournament tay. Not everybody was invited to try out. Please also never mention the icnic pay or the free NOOKcolors we all get as part of our compensation package. Gotta love the perks.
                                              • Re: Thanks For Nothing
                                                Carlcheated

                                                Chucks! You caught me!

                                            • Re: Thanks For Nothing
                                              Sorry that you had such a poor experience. I must say mine has been great. I have 3 Nooks in my house and another on its way. I have used the accidental warranty on 2 of them. Plus they have shipped me new charging cables when a previous broke also included in the warranty. On my 2 nd warranty I even forgot to send it back in the correct timeframe. They still worked with me and gave me an extention so I was not charged for the new nook sent to me. Yes the call centers appear to be outsourced but I have had great experiences personally. Also in my opinion this is not an employee based forum as I am posting off my personal nook now. Good luck in the future.