21 Replies Latest reply on May 5, 2012 12:16 PM by Guipagho

    NookColor Cable - NEED IMPROVEMENT!

      I got my NookColor this year Mother's Day - so 2-3 months ago? The casing for the connector to the device just chipped off as I tried to plug it in a few weeks ago, and then it broke apart in two pieces last week.  I went to the store and ready to 'buy' another cable and realized you have to buy the whole set for $24.95 (power adapter & cable) instead of $14.95 online for the cable only.  Not only is the casing/power cable of extremely poor quality, to get a replacement is not as easy as you think even if I am ready to pay.  I read many blogs and also talked to the associate at B&N.  This is not uncommon.  Until BN introduces a reliable cable, they should sell the replacement cable alone in the store ... at a lower price.  I also have a Nook 1st Edition which has been a work horse.  Our whole family enjoys the Nook/NookColor.  Now because of this cable problem, I always redflag it to my friends when I make a recommendation to buy the Nook.  $15 is not inexpensive if I have to replace it every two months!  Now I am waiting for my replacement to arrive and not able to use the NookColor until it comes and hopefully it works.    

        • Re: NookColor Cable - NEED IMPROVEMENT!

          From reading many posts here about the cable and its problems, it appears that most (or at least a lot) of people were just given free replacement cables when they took theirs to B&N and didn't have to buy a new one. I believe I would go into the store with that expectation rather than expecting to have to buy one especially with so much public history of defective cables.

           

          Sorry you had to fork over the money for a new one.

           

           

            • Re: NookColor Cable - NEED IMPROVEMENT!

              Thanks.  When I went to the store and requesting a replacement cable, they said they are not allowed to give it for free as I didn't purchase the warranty.  They were very apologetic and acknowledged that this is happening more and more frequently.  They powered mine up and charged it to 30% battery. 

               

              I also called the Customer Service after I went to the store and all they did was apologizing and asked me to order a new cable which I did.  They said they would document this and pass this to the appropriate department. 

               

              If my new cable doesn't last for at least a year (like all my other cables), I will not recommend this product anymore but Nook only. 

               

              Thanks everyone for your input! 

                • Re: NookColor Cable - NEED IMPROVEMENT!
                  JohnF76
                  Perhaps using clear shrinkwrap tubing and a hair dryer (on low) might solve the problem for the connectors...it would give the cable and the plastic a bit more support. Anyone try this trick?
                  • Re: NookColor Cable - NEED IMPROVEMENT!

                    LFF wrote:

                    Thanks.  When I went to the store and requesting a replacement cable, they said they are not allowed to give it for free as I didn't purchase the warranty.  They were very apologetic and acknowledged that this is happening more and more frequently.  They powered mine up and charged it to 30% battery. 

                     

                    I also called the Customer Service after I went to the store and all they did was apologizing and asked me to order a new cable which I did.  They said they would document this and pass this to the appropriate department. 

                     

                    If my new cable doesn't last for at least a year (like all my other cables), I will not recommend this product anymore but Nook only. 

                     

                    Thanks everyone for your input! 


                    It seems that stores treat this as they choose, or as directed by their manager. I showed the Nook person my fraying cord, asked if it was safe, she said, "Nope!" took it and looked for a replacement, saying that as long as they had any returned NCs, they could take one of those unused cords and give it to me, they couldn't open a new package and do so. She found a stash of cords in a desk drawer, handed me a new, still wrapped one, and didn't even ask my name, or anything else.

                     

                    I'm sorry to hear it wasn't as easy for you! :smileysad:

                     

                     

                    • Re: NookColor Cable - NEED IMPROVEMENT!

                      LFF wrote:

                      Thanks.  When I went to the store and requesting a replacement cable, they said they are not allowed to give it for free as I didn't purchase the warranty.  They were very apologetic and acknowledged that this is happening more and more frequently.  They powered mine up and charged it to 30% battery. 

                       

                      I also called the Customer Service after I went to the store and all they did was apologizing and asked me to order a new cable which I did.  They said they would document this and pass this to the appropriate department. 

                       

                      If my new cable doesn't last for at least a year (like all my other cables), I will not recommend this product anymore but Nook only. 

                       

                      Thanks everyone for your input! 


                       

                       

                      Something is not right here.   If the cable broke from normal usage, it IS under warranty as ALL Nook Colors are still within their 1 year warranty period and that includes the cable.

                       

                      If the cable was accidentially broken, such as...if someone stepped on it, they no...it wouldn't be covered by the warranty.

                       

                      And many of the stores DO carry just the cable.

                       


                       

                        • Re: NookColor Cable - NEED IMPROVEMENT!

                          I've owned a NookColor for less than 6 months.  I just ordered my fourth charger.  And, I'm very careful with it.  This is ridiculous.

                            • The cable is not a rope!
                              DeanGibson

                              I'm going to alienate a few of you with my comments here, but that is not my intention.  My intention is to help users understand the problem and come up with a proper solution:

                               

                              For some users to be having this much trouble with the ends of multiple cables, means to me that the cables are being abused.  The cables are not ropes and should not be bent at sharp angles (a radius of less than an inch), particularly at the ends.  If you do so, you will break the cables (which have several tiny wires inside), and may cause a short (and fire).  These cables are not like the two-wire power cables that you may have for other devices, nor are they like the typical USB cable, which carries much less current. See my comments here:

                               

                              http://bookclubs.barnesandnoble.com/t5/NOOK-Color-General-Discussion/Charger-caught-fire-help/m-p/1039424#M47069

                               

                              I have four cables:

                              1. two for the two NCs for power (that came with the NCs);
                              2. one for connecting to USB when necessary (so I don't have to crawl behind the desk to unplug the ones used for power); and
                              3. one with the vehicle charger.

                              Obviously, I connect and disconnect the cables at the NC end with live power, despite the clear instructions in the User Manual (pg 14) to connect the cable to the NC first, and then connect the other end to power. As a result, I have to take responsibility for not following the instructions.  However, I am careful to always insert the cable gently, straight into the NC at a right angle, without rocking it from side-to-side to get it to connect.

                               

                              As a result, ALL of the above cables (including one NC/cable/charger bought used at a pawn shop) are in pristine condition after months of regular use, and the chargers are barely warm to the touch when charging (when the NC is charged, the charger is stone cold).

                               

                              Those who have problems inserting the cable into the NC, have a different problem than bending the cable:  Granted, the design of the connector is not as robust as it could be, nor is insertion always easy (yes, it should be).  However, most insertion problems are the result of forcing the cable into the NC, often at an angle.  Once that is done once, the damage is done (to the NC's internal connector).  In some cases, the damage to the NC's internal connector causes the NC to draw much more current than it should, and heat failure of the charger (or, in some cases, the cable as well) follows as a consequence.  In that case, replacing cables and/or chargers will not cure the problem.

                               

                              Here's my recommendation if your NC, cable, or charger is overheating:

                               

                              1. Discharge your NC somewhat.
                              2. Take the NC, cable, and charger to your local B&N.
                              3. Have B&N try a different cable/charger, and see if the charger gets more than just a little warm.
                              4. If so, have B&N replace all three.  If they are reticent, mention the NC owner that had a fire as a result of this problem (see the referenced thread above).

                              If you are not experiencing heat or charger problems, then just replace a cable if any part of it is broken or shows a gap between the cable and the connector.  Then, observe the above guidelines.

                               

                              Yes, the connector is not as robust as it could be, but with a small amount of care in bending and insertion, the cables will last a long time.

                               

                              Here's my (repeated) recommendation to B&N:  Insert into every NC retail box, a yellow "Read me first" sheet that summarizes the above.

                               

                      • Re: NookColor Cable - NEED IMPROVEMENT!
                        NookGardener

                        Sorry to hear about your experience.  Can empathize, mine failed this week too. Took it in to B&N store to be "tested", they contacted Customer Service and are sending me a new one on Monday.  I opted to buy the travel set in the meantime (same cord, different plug.)  Prior to going, I did a store search --- of the 4 stores in a 20 mile radius of me, none of them carried the cord only for sale. 

                         

                        In the meantime, are you completely out of juice?  I did notice on mine that if I completely powered down, then installed the charger and plugged it into the outlet, it still turned on and was actually charging (but very slowly; maybe 10% per hour.)  The icon on the bottom corner won't indicate its charging nor will quick settings.  But if you check the battery level about an hour later, the level should have increased.  I wouldn't advice doing this overnight (unattended), but maybe while you are doing other things closeby.

                         

                        As a side note, the nookguy did tell me he has seen an uptick in people coming in with cord issues in the last few weeks. 

                        • Re: NookColor Cable - NEED IMPROVEMENT!
                          adm912

                          Mine has broken twice in the exact same manner (I've had mine since November). Each time they've sent out a replacement right away. So you might consider calling or chatting with support! 

                           

                          I also went ahead and bought an extra this time in case it happens again. :smileysad:

                          • Re: NookColor Cable - NEED IMPROVEMENT!
                            daenas

                            Same here..broke in the corner of the plastic piece exposing the wires.  I first went to BN website and chatted online w/ customer service-twice they told me they had computer issues and couldn't send me a new free cord but to come back in a few days to chat again.  I called in a few days later instead and the cust svc rep had all the information about my issue already in the computer and told me that a new cord had already been sent and will get it in a few days-which I had.  I just taped my broken one w/ electrical tape and put the new cord away for safe keeping.

                            • Re: NookColor Cable - NEED IMPROVEMENT!

                              I also had a cable that stopped working, went to the B & N store. The guy was not very helpful or very nice.

                              Told me he couldn't replace it because I didn't have the warranty. Got the Nook for xmas last year had the receipt, he didn't care said I  had to buy a new one. I had to buy the whole charger not just the cable. $24.95. Not very happy.

                                • Re: NookColor Cable - NEED IMPROVEMENT!
                                  TerryV6

                                  Are all of these cable failures happening from normal usage of plugging units into charge only, or are people trying to read their nooks while they are charging - thus putting extra stress on the connector?

                                    • Re: NookColor Cable - NEED IMPROVEMENT!

                                      For my cable problems, it happened during normal charge.  Like many families, we have multiple electronic devices.  I never had any problems with other cables.  Never saw a casing of a connector to just break from plugging & charging.  I also don't use my NookColor daily so I charge maybe once a week.  I expect some problems for a first generation device.  I just hope BN finds ways to solve the problem:
                                      1. Offer replacement cables for NookColor (at least within one year of purchase; warranty or not)
                                      2. Offer to sell replacement cable ONLY (cable is only sold online and for $14.99; at the store, you have to buy the adapter and cable for $24.99.)  My cable is supposed to arrive soon but it still means days that the device is powerless, thus useless.
                                      3. More consistent practice and communication among BN staff.  I think they will retain more customers if they all acknowledge this issue even if they can't replace it for free. 

                                  • Re: NookColor Cable - NEED IMPROVEMENT!
                                    Carlcheated

                                    I just received my new cable yesterday. It was replaced free of charge because it was still under warranty.

                                    My problem was that the cable would not allow the PC to see the NC, but It would still charge, although very slowly... it would take at least 8 hours got get a full charge. Now the full charge takes just over 2 hours... great improvement!

                                    I think the quality of the cables is below par. Too many problems are encountered by just about everyone, judging from the comments here, but as long as B&N stands behind the product and keeps replacing the cables, we are OK, other than having to deal with the problems.

                                      • Re: NookColor Cable - NEED IMPROVEMENT!
                                        This isn't the only thread in the NC Discussions about cable problems. I would gladly buy a good sturdy replacement cord that attaches to the NC at a right angle so that it is less likely to break. I have gone through four cord since November. Can anyone think of another device that has had this much of a problem with their cords? Our local B&N store has been great about replacing my cords.
                                          • Re: NookColor Cable - NEED IMPROVEMENT!

                                            Would you tell me which store/locations you go to?  Next time if it happens again, I can at least mention names/places to the B&N stores' associates.  They insisted that no stores are allowed to give replacement cables for free since a warranty isn't purchased. 

                                             

                                            Also, maybe some regions carry the 'cable only' at the retail locations.  The 2 here (Rockville and Bethesda, Maryland) both told me I have to order it online.  

                                             

                                            Thanks for everyone input. 

                                             

                                              • Re: NookColor Cable - NEED IMPROVEMENT!

                                                The stores do not ususally give free cords away, but calling customer service got me a free replacement cord in 5 minutes, I wonder if you should call back and tell them of your experience because they replaced mine with no fanfare and hardly any questions.

                                                • Re: NookColor Cable - NEED IMPROVEMENT!
                                                  flyingtoastr

                                                  Let me make this perfectly clear.

                                                   

                                                  BN stores are not supposed to give replacement cords. The extra cords you are getting are probably the replacement cords for demo devices, and we have been specifically instructed not to give these to customers. IF you got a replacement cord exchange from a store it was a manager override, not company policy. Do not go around to BN stores trying to get power cords. Call the support line (1-800-THE-BOOK, Option 2 for Digital Support) and they will be happy to assist.

                                                    • Re: NookColor Cable - NEED IMPROVEMENT!
                                                      HighseasPirate

                                                      I have had my NC and it's original cord since Dec. 5.  No problems at all.  Sorry to hear about your issues.  It may have just been the luck of the draw.  Who knows but, if it is still under warranty, BN is obligated to replace it.  Good luck to all!

                                                      • Re: NookColor Cable - NEED IMPROVEMENT!

                                                        My local B&N store told me in no uncertain terms that they do not do warranty cable replacements, and they referred me to the B&N support number.  I called that number, and they told me that although my Nook Color is definitely still under warranty, and that I am definitely eligible to receive a free replacement cable, it just so happens that they're completely out of stock.  They further said that they have no provision for placing backorders for warranty replacements when they are out of stock, saying that I would need to keep calling back until they had more cables available in their warehouse.  Their final suggestion was that I could try my local B&N store to see whether they would be willing to replace the cable.  (You can't make this stuff up.)

                                                         

                                                • Re: NookColor Cable - NEED IMPROVEMENT!

                                                  My connector also chipped after 1 month of normal use, and customer service gave me no hassle about shipping out a replacement. For now, both cords are still usable (I leave one plugged in to my power strip, the other plugged in to my computer), but the chipping is getting worse and worse on the old one. Most people I have heard from who went to a store either were told to contact customer service or were assisted in doing so.