6 Replies Latest reply on Jan 30, 2012 9:27 AM by Alex Garcia

    Customer Service

      I've got to say, that i'm a new owner of a Nook Color reader and i've had the worst experience with the B&N customer service dept.  The very first purchase I made was for the Spotlight item listed at .99 cents.  I was billed $7.99 for this item.  When i sent an e-mail questioning this i was told 7.99 was the correct price and that was what i was going to pay.  So i thought i would call and talk to someone about this on Mon (as this was Fri. when i purchased it and Sat. when i received the e-mail response), and this person told me the same thing; the price was 7.99 and that was the price they were going to charge me.  When i said the Spotlight price said 99 cents they told me i was mistaken it couldn't have said that, my software must not be up to date.  I explained i updated the software when i first started the reader, silence on the other end of the line, so i told the gentleman i couldn't help but feel like i was being called a liar.

       

      Bottom line, if you're thinking of making a purchase of a Nook product then i would say to you to use my first purchase as a guideline to you.  My Mother In Law, my Wife, and my Daughter all have Kindles or Kindle Fires, I purchased the Nook because i could add storage with a Micro SD card;  BIG MISTAKE!!

        • Re: Customer Service

          Dan, Sorry you had such a bad beginning with your NC. When you say you bought the Spotlight item, do you mean the Daily Find? What was the title? There are probably others reading this who bought it and will be able to tell you how much they were charged. I've read other posts from people who have been incorrectly charged and have gotten refunds. Don't let this drop.

            • Re: Customer Service

              I had a charge issue that was only worth a few cents, so it wasn't worth the time to make a big deal about.  The number of times I get shop network errors, a past filled with times when apps were on the shop before they were priced correctly, or even ready for release, and your story gives me the impression that BN isn't really in control of its own database.  Maybe its administered in another country?  Or, support is.

               

               

              • Re: Customer Service

                I have also been having trouble with the same issue. Was the book titled Witch and Wizard by James Patterson? I bought the book on Jan. 20, and it was the Spotlight book listed for 99 cents, it showed up on my debit card as a $7.99 charge. I tried to explain to customer service what had happened and they claimed the book was only on special until the 16th, and they refused to give me a refund. I have saved a screen shot of the page on my NookColor showing the 99 cents on Jan. 21st, but I don't know how to send it to them as proof. I also felt that they were calling me a liar, and it is hard to go forward with any confidence to shop for books on my Nook when they can change the price on you like that. I have had my NC for nearly a year and I do really enjoy using it, but it makes me wonder if I have missed any other price "changes"...I will certainly keep a closer eye on it, but it does seem like you have no recourse if BN chooses not to refund a disputed issue. 

              • Re: Customer Service
                bklvr896

                Dan56 wrote:

                I've got to say, that i'm a new owner of a Nook Color reader and i've had the worst experience with the B&N customer service dept.  The very first purchase I made was for the Spotlight item listed at .99 cents.  I was billed $7.99 for this item.  When i sent an e-mail questioning this i was told 7.99 was the correct price and that was what i was going to pay.  So i thought i would call and talk to someone about this on Mon (as this was Fri. when i purchased it and Sat. when i received the e-mail response), and this person told me the same thing; the price was 7.99 and that was the price they were going to charge me.  When i said the Spotlight price said 99 cents they told me i was mistaken it couldn't have said that, my software must not be up to date.  I explained i updated the software when i first started the reader, silence on the other end of the line, so i told the gentleman i couldn't help but feel like i was being called a liar.

                 

                Bottom line, if you're thinking of making a purchase of a Nook product then i would say to you to use my first purchase as a guideline to you.  My Mother In Law, my Wife, and my Daughter all have Kindles or Kindle Fires, I purchased the Nook because i could add storage with a Micro SD card;  BIG MISTAKE!!


                If it was the book from yesterday, yes, the Daily Find said it was $0.99 but when you clicked on it, it said it was $7.99.  I don't remember the book, but I do remember seeing the descrepancy, so I didn't buy it.

                 

                Yes, there are times when the B&N website is incorrect, and CS can be hard to deal with.  On the other hand, I've had excellent service from CS the couple of times I've had to call, so it's a mixed bag.  If you think the Nook was a big mistake after one purchase/dealing with CS, well, I can tell you, I've had bad CS from almost every company I deal with, at least one time or another.  I tend not to make a decision based on one instance, otherwise I'd wouldn't ever buy anything from anyone.

                 

                One thing I do when buying eBooks, regardless of where I purchase them is take a screen capture of the page before I buy the book and afterwards.  I use a program called Snag-it, simply capture that section and the program saves the screen captures and retains about 25 images, and if I really want to keep it, I can save it to Word document.  I do this just as a precaution, but I do it with most products I purchase online, not just eBooks and B&N.

                 

                • Re: Customer Service
                  Alex Garcia
                  This message has been moved for violation of Community Guidelines.