4 Replies Latest reply on Mar 4, 2013 6:42 PM by Mercury_Glitch

    B&N, stop dumping on your staff

    Mercury_Glitch

      So today as a result of the servers being down I was yelled at by no less than five different customers about how they were on the phone for 40+ minutes to no avail.  How there was no information presented to them when they logged in to BN.com on their computers (because we all know the forums are not exactly prominent on the BN.com page).  And that while it was nice to have an answer, why wasn't it made available anywhere other than the store.

       

      The hillarious part?

       

      When I went in today, no one in the store knew what was going on with the Nooks.  None of them.  We got a store alert several hours in to my shift (I started at noon, store opens at 9am) about 'some issues with Nook downloads'.  I wont go in to the details but I feel that since Alex has posted that much, and the issue seems to be solved, that it is safe to post that the stores were alerted in the afternoon today.

       

      So why am I posting here?

       

      I'm tired of it all.  I am tired of feeling so out of the loop and being c%(#ed on by customers because of the abysmal customer service that B&N provides.  The thing is these people are perfectly right, they SHOULD NOT need to come in to a store to hear about these issues.  They should not need to spend nearly an hour on the phone and not gain anything from it.  This was a known issue YESTERDAY.  How in the world did it escape the attention of those who need to know about it and why was that information not then IMMEDIATELY spread to CS and to stores?

       

      Why should I try and sell things when the relationship feels entirely one sided.  You reap the money and the customers and I are left out in the cold when it comes to support.

       

      Want a free tip on a major part of recouping from the less than stellar holiday season?

       

      Communication.  Learn what it means.  Learn how to do it quickly and efficiently.  Then keep on working to get better at it.  Never stop trying to improve on that skill   It wont be the one magic saving grace, but it will go a long way toward a better 2013.

        • Re: B&N, stop dumping on your staff

          I hope things get better for you. You really care about making things better so I'm sure eventually you'll find a place that appreciates you.

          • Re: B&N, stop dumping on your staff

            That is terrible for an employer to do that! I would feel exactly the same. I probably would have been very verbal about it as politely as I could be under the circumstances...but I'd still let them know I didn't appreciate it.

             

            BN DID post on FB that "the issue was being worked on and would be resolved shortly" but they didn't say WHAT the issue was about. ???? Dozens of posts asking "WHAT ISSUE?". Anyone who hadn't tried to download anything was left in the dark as to what the issue was and if they should be concerned about it. I'm sure that created quite a bit of anxiety that was unneccessary. It was if BN could barely bring themselves to tell us there was a problem let alone what it might be. IT was not exactly reassuring. Any information they did give out was due to pressure from users and was slim on details. Even the statement that it had been resolved was vague and unsatisfying in nature.

             

            I simply cannot fathom how a company can be in business this long and be so clueless.

             

             

            • Re: B&N, stop dumping on your staff

              Almost completely agree with you. Ultimately, we are doing a job and getting paid for it. Let's face it... we're not laying brick, shoveling sh!t, etc. our jobs are pretty good. That being said, I came in at noon on Saturday and everyone at the store was clueless. Anytime there's an issue, either in-store support isn't helpful or we are led to figure it out ourselves. When AMV suddenly showed up on the Color I had dozens of people call or come in the store wondering, "what's this APP?", "What's it do?" and "How did it get here?" Extrordinarily frustrating.

              My advice? Take notes. Diligent, detailed notes :-).....

               

              -Rope

                • Re: B&N, stop dumping on your staff
                  Mercury_Glitch

                  Tope_the_NOOK_Dope wrote:

                  Almost completely agree with you. Ultimately, we are doing a job and getting paid for it. Let's face it... we're not laying brick, shoveling sh!t, etc. our jobs are pretty good. That being said, I came in at noon on Saturday and everyone at the store was clueless. Anytime there's an issue, either in-store support isn't helpful or we are led to figure it out ourselves. When AMV suddenly showed up on the Color I had dozens of people call or come in the store wondering, "what's this APP?", "What's it do?" and "How did it get here?" Extrordinarily frustrating.

                  My advice? Take notes. Diligent, detailed notes :-).....

                   

                  -Rope


                   

                  Pretty much, I'm not going to pretend our jobs are these back breaking tasks, they just simply aren't.  We work in temperature controlled buildings, and while we aren't free to dress as we please generally comfortable clothes.  The tasks set to us are not rocket science, and really anyone with even a very basic education should be able to perform the job at an acceptable level.  That said being educated does have benefits, especially working in a bookstore. 

                   

                  It's a bit embarassing that I get more helpful advice from these forums than I do on average from store support, though I have had a few really great store support people.  The few times I've had to subject myself to the customer CS I have wanted to pull my hair out. 

                   

                  I also suspect FT is right on all points.  B&N is paranoid, and grossly incompetent at intergration.  The whole 'check other stores' option is just an example of something that, by now, should have been vastly improved.  It should be able to give us an estimate of the stock count, how many if any are on hold etc. 

                   

                  Of course the fact that some stores are using computers that were new when Windows XP was brand new is probably a factor.  I laugh when I check BN.com on one of our stores computers, it sounds as if a rocket is taking off.