15 Replies Latest reply on Mar 9, 2011 7:31 AM by phoneboy

    Dead Nook Color

      After a day of use I plugged my Nook Color into the charger, unplugged it the next day, hit the power button and...   nothing happened.  It's completely dead.  I wonder if they will have any at the store for an exchange.

        • Re: Dead Nook Color

          Did you just "hit" the power button?  You have to press and hold for a few seconds you know. 

          • Re: Dead Nook Color

            I just logged on to see if I was the only one.  :smileysad:  Mine was dead when I woke up this morning. 

            • Re: Dead Nook Color

              There are serious quality control issues with the Nook Color.  I purchased mine On Saturday 11/20.  When I took it home I discovered the USB port was bad. Technical support said to bring it back to the store which I did.  They gave me a new one.  After 2 days the new one is acting up.  It sometimes will not turn on.  even holding it down for 5 seconds then 2 seconds does not work.  Oddly if I keep playing with the button for two minutes or so it will turn on.  The battery is always charged so I know that is not the issue. I am returning it. It's a shame.  B&N has bad QC issues. The first generation Nook cracked around the buttons and now the Color one has multiple issues.

                • Re: Dead Nook Color

                  So I'm not the only one...see my A few "issues" thread for the details.

                   

                  Seems like the QC Sh*t the bed on these..must have been rushing to get them shipped before the holidays...

                    • Re: Dead Nook Color

                      Well for what it's worth my replacement Nook Color has been flawless.  Unfortunately there's always going to be some devices with defects.  You can only hope it's a small number and if you do happen to get one that the company resolves the issue for you quickly.  In my case it was a quick replacement which I'm quite happy with.

                        • Re: Dead Nook Color
                          What lousy customer service. I tried returning mine. They too could not get it to turn on. After 1 hour they told me I had to get a refund through customer service. It did not make any sense since I was within the 14 days. The rude manger said " that's the way it is we are not technicians". I went home only now to be told by customer service that I have to go back to the store. So this goes to show that B&N could care less about its customers. As far as the Color Nook, it is a piece of junk that has quality control issues. Judging by the customer service I can see why. I would not recommend anyone buying this thing.
                            • Re: Dead Nook Color

                              Explain to Tech Support the problems you are having with the store manager, and have them send you an email authorizing you to return it to the store for replacement. Store managers are people, so some are better than others at customer service. I would definitely ask to talk with his District or Regional Manager as he should replace the unit for you. Especially if you bought it at his store. These things are selling like hot cakes according to store managers I've talked to, and I'm sure he'd rather sell one than have to replace one. That's one less to sell as far as he's concerned. That said, his job is supposed to be customer service first. Especially as it will affect sales. People pay attention to customers with bad experiences, and won't buy those items or from that store. Sorry I rambled so long, but I hope I've given you a few ideas to get your unit replaced. These units are great when they work properly. So far I've had good luck with mine and am enjoying it.

                               

                              Shalom,

                              Barry Heath

                              Proud new Color Nook Owner

                              • Re: Dead Nook Color
                                Doreenpv

                                I would be livid if I was jerked around being told this and that.

                                If the device does not work...then the store at which you purchased it needs to replace it.

                                 

                                It's almost like each store does not want to show any returns on there monthly reports.

                                 

                                Word of mouth is golden....perhaps B&N needs to wise up.

                        • Re: Dead Nook Color

                          I'm also having the same problem. I left my nook color charging overnight, woke up the next morning, and my nook color felt really warm. I was not able to turn on my nook color and let it cool down after a few hours. I plugged back in the charger and let it sit for about 30 minutes and am still unable to turn on my nook color. :smileysad: Is there a reason why it is doing this? I really wanted to read on it today.

                          • Re: Dead Nook Color

                            Just got a NookColor today as a present. It was working great earlier. I put it down for a couple of hours and when I went to wake it, it doesn't do anything. I've plugged it in, but the green light is on so it seems like it is fully charged. Any ideas? I appreciate the help...

                            • Re: Dead Nook Color

                              As a manager for B&N, it is our policy to troubleshoot the device and if found to be defective, replace it in store if you are within your 14 day return policy. That obviously depends upon stock availability but if the store had stock and was unable to resolve your concerns, the manager has the authority to swap it out.

                               

                              I obviously do not know the circumstances of the encounter but from at least your side of the events that occurred, we would have been able to assist you in troubleshooting and/or replacing your device.

                               

                              I am personally a NOOKcolor owner as well so my experience with these devices is far-reaching. I have had very few issues I could not resolve and as a consumer, I understand at times is can be frustrating to have a new device that isn't operating as wonderfully as it should. I assure you that at a store level, we are working hard to ensure your devices are fully-functional and you are confident in our ability to provide the necessary customer service skills to stand behind our product. We aren't technical support providers but then again, neither are most of our customers. If we can't resolve the issues, we shouldn't expect that you can.

                               

                              Bottom line, if you are having issues, head to a store. If they cannot provide you with the level of service you need, don't hesitate to contact our support line at (800) THE-BOOK. If you would like to troubleshoot for yourself as mentioned within this blog, you can perform a factory fallback on your NOOKcolor. In essence, you will be restoring your device back to new. I've seen success with it and to be honest, sometimes just starting over (even if you've only had your device a day or so) can help. It'll take less than 10 minutes and if it resolves your issues, it'll save you a trip to the store.

                               

                              1. Completely power off your device.

                               

                              2. Power up your device by holding down both the top left power button and the "n" button at the bottom of your nook. Hold them down as the device boots up and displays the welcome screen.

                               

                              3. The device will begin to power up however will power down.

                               

                              4. Release both buttons and repeat.

                               

                              5. This time, when you see the "Touch the future" welcome screen, release both buttons.

                               

                              6. A window will come up asking if you wish to restore your device to factory settings. Press the "n" button once to say yes and a 2nd time to confirm.

                               

                              7. Your device will restore itself to new and you will re-register your account upon reboot.

                               

                              You WILL NOT lose any of your books. Because all purchases are backed up through your B&N Lifetime Library, when you re-register your device, all of your books will show up as available for download.

                               

                              Again, apologies to anyone having issues with their devices, I am very happy with mine and have an extremely high success rate with this type of troubleshooting when nothing else has worked. For more information, you're in the right place. Customer concerns and issues are very well documented here in the blogs and the stores are a wonderful resource as well. Bottom line, if you're having problems, we will make things right. :smileyhappy:

                                • Re: Dead Nook Color

                                   


                                  MollyO wrote:

                                  As a manager for B&N, it is our policy to troubleshoot the device and if found to be defective, replace it in store if you are within your 14 day return policy. That obviously depends upon stock availability but if the store had stock and was unable to resolve your concerns, the manager has the authority to swap it out.

                                   

                                  I obviously do not know the circumstances of the encounter but from at least your side of the events that occurred, we would have been able to assist you in troubleshooting and/or replacing your device.

                                   

                                  I am personally a NOOKcolor owner as well so my experience with these devices is far-reaching. I have had very few issues I could not resolve and as a consumer, I understand at times is can be frustrating to have a new device that isn't operating as wonderfully as it should. I assure you that at a store level, we are working hard to ensure your devices are fully-functional and you are confident in our ability to provide the necessary customer service skills to stand behind our product. We aren't technical support providers but then again, neither are most of our customers. If we can't resolve the issues, we shouldn't expect that you can.

                                   

                                  Bottom line, if you are having issues, head to a store. If they cannot provide you with the level of service you need, don't hesitate to contact our support line at (800) THE-BOOK. If you would like to troubleshoot for yourself as mentioned within this blog, you can perform a factory fallback on your NOOKcolor. In essence, you will be restoring your device back to new. I've seen success with it and to be honest, sometimes just starting over (even if you've only had your device a day or so) can help. It'll take less than 10 minutes and if it resolves your issues, it'll save you a trip to the store.

                                   

                                  1. Completely power off your device.

                                   

                                  2. Power up your device by holding down both the top left power button and the "n" button at the bottom of your nook. Hold them down as the device boots up and displays the welcome screen.

                                   

                                  3. The device will begin to power up however will power down.

                                   

                                  4. Release both buttons and repeat.

                                   

                                  5. This time, when you see the "Touch the future" welcome screen, release both buttons.

                                   

                                  6. A window will come up asking if you wish to restore your device to factory settings. Press the "n" button once to say yes and a 2nd time to confirm.

                                   

                                  7. Your device will restore itself to new and you will re-register your account upon reboot.

                                   

                                  You WILL NOT lose any of your books. Because all purchases are backed up through your B&N Lifetime Library, when you re-register your device, all of your books will show up as available for download.

                                   

                                  Again, apologies to anyone having issues with their devices, I am very happy with mine and have an extremely high success rate with this type of troubleshooting when nothing else has worked. For more information, you're in the right place. Customer concerns and issues are very well documented here in the blogs and the stores are a wonderful resource as well. Bottom line, if you're having problems, we will make things right. :smileyhappy:


                                  *** As far as I know, You will lose Sideloaded content, { ebooks from sites other than B&N, pics, PDFs, Docs, Downloaded Wallpaper, movies  etc etc.}  This is why backing up to PC or mSD card is important