6 Replies Latest reply on Sep 21, 2013 1:23 PM by Parteecia

    B&N "Management Digital" No Help Replacing NST

      So...

       

      I've been a longtime fan of the B&N nook, since the original device released back in 2009. Never had any issues, no complaints through many years and multiple devices.

       

      Until now.

       

      I picked up a NST with "Glowlight" and, while I've enjoyed it, I finally had the fault with the display that results in "hot spots" of light on the screen that became incredibly annoying. Figured it wouldn't be a problem, had the extended warranty and was well within the warranty term.

       

      That was before spending two weeks trying to get B&N "Management Digital" to actually send a replacement device.

       

      It's honestly the worst support experience of my life. Each representative does the "I've requested the device be released, you'll receive a confirmation e-mail within 24-48 hours and the device within 3-5 business days.

       

      Fortunately, I haven't needed to wait the 3-5 business days to call back because I never get a shipping confirmation.

       

      Either the representatives are poorly trained or the systems are absolutely awful, because several times they've tried to give me the tracking number on the return label as proof of shipment of my replacement device.

       

      Not sure why they have a "supervisor" tier, because it's become evident they have no authority to expedite a replacement shipment or to even follow-up a shipment.

       

      At this point, I'm not surprised B&N's having to go the "fire sale' route with their devices, as I'm certainly not inclined to ever buy another device for myself or as gift at this point.

        • Re: B&N "Management Digital" No Help Replacing NST
          Mercury_Glitch

          If it's possible I would suggest visiting a store.  The Nook specialist there can call store support (not the same folks as CS) and see what's going on.  They also may have a replacement device in store.

           

           

            • Re: B&N "Management Digital" No Help Replacing NST
              Frankly, I wish I had gone in to the store to begin with.

              Although, I don't know how well that would've gone over. Talked to the store manager the other evening and mentioned I understood swapping in-store was a possibility if they had refurbished stock.

              She was a bit reluctant, said usually they only do it if someone's recently purchased the device and still has their receipt.

              And now, I'm not entirely certain who these people I'm talking to now are. They're obviously some higher-tier support since the woman happily informed me that if I wanted to talk to someone higher, she could give me the number for B&N corporate, but...
                • Re: B&N "Management Digital" No Help Replacing NST
                  Mercury_Glitch

                  While I'm not in a position to question what she said, I do work in a retail B&N and I have swapped out a Nook for a refurb for customers who were days away from their extended warranty ending.  On a few exceptions I've done so for folks who had gone a few days beyond (the call to do this was not mine to make, but it can be made). 

                   

                  I would still suggest the store route. 

                  • Re: B&N "Management Digital" No Help Replacing NST
                    keriflur

                    JEJoyce wrote:
                    Frankly, I wish I had gone in to the store to begin with.

                    Although, I don't know how well that would've gone over. Talked to the store manager the other evening and mentioned I understood swapping in-store was a possibility if they had refurbished stock.

                    She was a bit reluctant, said usually they only do it if someone's recently purchased the device and still has their receipt.

                    And now, I'm not entirely certain who these people I'm talking to now are. They're obviously some higher-tier support since the woman happily informed me that if I wanted to talk to someone higher, she could give me the number for B&N corporate, but...

                    It sounds like she was a bit confused and thought you were asking for a brand new device rather than a refurbished device.  You could try again or try another B&N if you have another in your area.

                     

                    It also might be helpful to find the store's nook specialist and ask them for help.  They'll still need to get manager approval to swap the device, but they can advocate on your behalf with both the manager and B&N support should they need to do so.

                     

                    You could also try sending a PM to BN_AlexG (the forum admin).  He's been able to help in cases like this in the past.

                      • Re: B&N "Management Digital" No Help Replacing NST
                        My story has a happy ending. 5 month old refurb Glow stopped responding correctly to touch. Took it to store and after telling me to take it back to Fry's (= no) he called support and turned me over to them.

                        We set up a Rapid Replacement. 7 days later got cancellation email with blank under "item". Called and was told order was cancelled -- not back ordered --because they had no available refurbs. Agent reinstated replacement. 2 days later I received new not refurb unit.