2 Replies Latest reply on Nov 6, 2010 8:21 PM by lkmiller

    Problems with Tech Support/Customer Service

      Hello all.

       

      I am just very frustrated with customer service and would like some options. I am planning on calling customer support back soon since I tried what they told me to and (shockingly, since I told them I had already tried it and it wouldn't) it didn't work I would like some ideas of what to say/ask.

       

      I have been having this problem since the week of September 12th. That week I called customer service as the books I bought from B&N showed up on my nook library but would not download. I was able to download them to my computer and side load them. Here are the things that representative told me to do:

       

      Archiving and moving to library from my bn website page the library books
      20 sec power button hold restart
      Unregistering and reregistering

      Check for new BN content
      Unregister and re-register my nook
      Change the credit card on my account and delete old one
      She then told me that I had to change it back and delete new one.
      Unregister and reregister nook again
      Download the two books in question to my nook via sideloading and I was then able to access them on my nook and read them.
      At this point I noticed that my library was completely empty and the representative asked me to check for new bn content again and then when it was taking awhile she said that if I needed anything else to call back.

       

      However, after doing all this and checking for new content multiple times I was never able to access the books of my B&N library without sideloading them. At times, I was able to see the books, but it would not be downloaded and when I began the download it would get no farther than 10%, never letting me access a book I bought from B&N without sideloading them.

       

       

      At this point, school got busy and I just put my nook aside and came back to it just this week. I really enjoy reading on it and wanted to get back to it. At this point I tried resetting factory settings just to try something as the customer service was no help. This seems to be the problem.

       

       

      So today I called customer service again to try and resolve these issues. Here is what we tried:

       

      Rebooting the nook (by holding down the power button for 20 seconds a time 6 times)

      Unregistering and Reregistering my nook multiple times

      Turning it off and back on

      Double checking that the registration information for my nook was the same as for the B&N website

      Checking for new contect multiple times

       

      This phone call took 1.5 hours and the representative had to get his supervisor as he didn't know what to do. After attempting all the actions listed above, the representative told me that everything checked out on their end, as in everything should be working, so they asked if I maybe had 2 accounts (like one on my nook and one on the computer). I told them that when my nook had been working right when I would archive things on my nook they would be archived online so that isn't what the problem is.

       

      At this point they said that since I reset the factory settings on my own, it deleted everything in my library. I told them that I understood that everything on nook at the time of the factory reset would be deleted but that it makes absolutely no logical or technological sense that post-factory reset that reset would be the issue when attempting to access the nook library at all, or download books bought post-factory reset. They said that it was "policy" that since I did that on my own and not at the prompting of a customer service representative I had to deal with the consequences (maybe not in the language). Since I reset factory settings I would have to sideload all my library. I told them that I understood that I would have to reload the items in my documents that were not from B&N but that it made no sense that I could not just download the B&N items from my library, or even see that they are there. They maintained their stance that that was their policy and they couldn't do anything more for me at this time.

       

      Then they told me to just buy future books on my nook so that I could download them. I view this as a bandaid to a broken bone. I can find a way to go around the problem myself, I call tech support to fix the problem, not find ways around it.

       

      They said that the only way that they would have anything to offer me is if I were to side-load my library books to my nook, unregister and re-register and see if they were still there. I have done that and they are still there, however that was never the issue to begin with. the items in mydocuments have always been stable. It is the My B&N LIbrary that I am unable to access. After sideloading and all that I went to check for new B&N content and it showed up as no items. However, when I look online I have both unarchived and archived items and it shows up that my nook (same serial number) is registered under the account on B&N.com that shows books in the library

       

       


      At this point I am unable to get any books in my BN library. I have been very loyal to buying BN books as I prefer the BN library to the my documents library. But now I am unable to get my books on bn library. I am very frustrated by the lack of support and actually help (as opposed to customer blaming and making this worse) from tech support. I want to continue to be a loyal B&N customer but this is getting pretty ridiculous. Please help!!!

       

       

       

        • Re: Problems with Tech Support/Customer Service
          Ya_Ya

          How many books are in your B&N Library?  (Or should be?)

           

          I swear I read a post by someone who explained this very problem; he hadn't had any resolution because after a reset (?) when he tried to check for new content, the device would time out because there were too many books to download at once.

           

          My (completely techless) suggestion would be to go to your online library, Archive all bout 50 of your books and Check for New Content.  If they download, then unarchive another 50 and check again, until you have them all.

           

          I have no idea if this could work - but if it is timing out trying to download your library, maybe downloading less info will prevent the time-out?

           

          [ETA:  link to post -- http://bookclubs.barnesandnoble.com/t5/NOOK-Technical-Support/Trouble-downloading-large-library/m-p/682794/highlight/true#M24785

           

          The 7th response is what you want; the OP is nearly unintelligible.]

          • Re: Problems with Tech Support/Customer Service
            lkmiller

             


            katie_longanecker wrote:

            Hello all.

             

            I am just very frustrated with customer service and would like some options. I am planning on calling customer support back soon since I tried what they told me to and (shockingly, since I told them I had already tried it and it wouldn't) it didn't work I would like some ideas of what to say/ask.

             

            <snip>

             

            At this point they said that since I reset the factory settings on my own, it deleted everything in my library. I told them that I understood that everything on nook at the time of the factory reset would be deleted but that it makes absolutely no logical or technological sense that post-factory reset that reset would be the issue when attempting to access the nook library at all, or download books bought post-factory reset. They said that it was "policy" that since I did that on my own and not at the prompting of a customer service representative I had to deal with the consequences (maybe not in the language). Since I reset factory settings I would have to sideload all my library. I told them that I understood that I would have to reload the items in my documents that were not from B&N but that it made no sense that I could not just download the B&N items from my library, or even see that they are there. They maintained their stance that that was their policy and they couldn't do anything more for me at this time.

             

            <snip>

             


             

            I don't understand this "policy".  It's not as though a factory reset is something that you need to be walked through by a technician.  It's a completely unhidden menu option.  The user manual gives details about how it works and when you might need to do it.  Absolutely no warning that doing it on your own will deny you access to tech support.

             

            I would take an extra dose of patience and try calling again.