5 Replies Latest reply: Aug 22, 2013 7:41 PM by tmr4

    Nook simple touch - ghosting problem and warranty?

      After years being an ink-paper lover, I finally purchased my first e-reader, the Nook simple touch 2 weeks ago (from OfficeMax). But immediately I saw the ghosting display which did not go away even with the refresh. I went to BN store and the rep told me that was definitely a defect. He was going to exchange me a new one, but then told me the warranty plan on the device was 6 months passed (but I just got it!), so he said he can only give me a pre-owned version or I should return it and buy from the BN store. I did return it and got a new one (from Staples this time). This time, the device is better, less ghosting (shadow from the previous page showing beneath the current page), but I can still see it from time to time... So I went to the BN store again and asked if the issue gets worse, will they able to fix it. The first rep told me he does not know and also he couldn't tell me when the warranty plan will start, since I did not purchase the device from the BN store. He sounded like I should have purchased Nook anywhere else besides from BN :smileysad:  Later he told me the warranty started in October 2012 (which might be when Staples purchased it). So is it true that if you get the Nook from somewhere else, you lose months from the warranty? And is the ghosting problem something they will help fix? From my experience, they don't really fix anything in the store...the most they can do is give out a refurbished/pre-owned one within the first year... 

        • Re: Nook simple touch - ghosting problem and warranty?
          Byteguy

          YOUR receipt defines when the warranty starts.  Keep your receipt.

           

          If you don't have a receipt, they have to guess and they're going to guess wrong because they can't track how long it sat on a shelf.

           

          One warning, if you're looking for it, you will almost ALWAYS see some ghosting on e-ink displays.  It's the nature of the persistent display:

           

            http://en.wikipedia.org/wiki/E-ink

            • Re: Nook simple touch - ghosting problem and warranty?
              Mercury_Glitch

              The warranty gets weird when you buy from other stores.  They can look it up by your serial number, but for whatever reason it's still weird.  I've had customers who purchased devices and the warranty started a month AFTER they had purchased it. 

               

              I say other stores because I've never seen it happen for a Nook purchased in a B&N.  Though I've had people swear left right and center they bought it from B&N when they purchased it from other stores (despite being told they were still getting the same service offered to someone who had purchased it from B&N).

               

              As bobstro mentioned you'll likely always see some ghosting.  It shouldn't be noticable if you aren't trying to see it though. 

              • Re: Nook simple touch - ghosting problem and warranty?
                doc51248

                if you bought it new, and have a receipt, shouldn't the warranty be from the date of purchase? I bought one from Office Max on 12/31/12. I freqently have it freeze and can only turn pages with the side push. Sometimes cannot turn pages at all. Sometimes a reset works, and sometimes just leaving it alone for a while solves the problem. Then i can go several weeks without incident. this is not acceptable. i weent to a BN store and they tried to help, but just suggested reset or recharge the battery. Inconsistency is no solution. I am going to demand a new one or have my AMex card credit me for the purchaes. When it is working, I generally love it. I dont hear many complaints from Kindle owners, but i prefer epub files as I can sometimes frind free downloads.

                  • Re: Nook simple touch - ghosting problem and warranty?
                    kamas716

                    doc51248 wrote:

                    if you bought it new, and have a receipt, shouldn't the warranty be from the date of purchase? I bought one from Office Max on 12/31/12. I freqently have it freeze and can only turn pages with the side push. Sometimes cannot turn pages at all. Sometimes a reset works, and sometimes just leaving it alone for a while solves the problem. Then i can go several weeks without incident. this is not acceptable. i weent to a BN store and they tried to help, but just suggested reset or recharge the battery. Inconsistency is no solution. I am going to demand a new one or have my AMex card credit me for the purchaes. When it is working, I generally love it. I dont hear many complaints from Kindle owners, but i prefer epub files as I can sometimes frind free downloads.


                    Call CS and explain the problem.  You can probably get them to send you a refurbed unit under warranty since it's acting up.

                    • Re: Nook simple touch - ghosting problem and warranty?
                      tmr4
                      When you have a freeze, try cleaning around the edges of the touch screen. I had this once and a small piece of dust was keeping the touch screen from working. Look carefully. For me it was a very small piece of dust.