3 Replies Latest reply on Feb 6, 2011 9:09 AM by MermaidX

    B&N errantly took book license away, called, still unable to view book. Absurd!

    MermaidX

      Quite a while ago, I used a Mastercard to make a purchase online, or for my nook, because you had a special going on MasterCard charges. (You have a new special going on, but this was a previous one, quite a bit ago.)

       

      Twice now, I have changed my default payment method back to my regular account. Apparently, unbeknownst to me, it reverted, again, back to the Mastercard. Since that card no longer works, the first time I left my book (on my Nookcolor) to go to the web, when I returned to reading (or tried to) -- I no longer had access to my book. In the middle of reading(!!!)

       

      I thought it was a technical issue, but when I discovered that, once again, BN.com had for some reason reverted my account back to that unworking Mastercard, *again* -- I immediately put the right card/payment method back again (to a working one, my visa/debit card that I usually use.) Since then I have been able to purchase books.

       

      HOWEVER... I am STILL unable to read/download the book from the initial purchase that made me aware of the problem (see order number in subject line.) It won't let me re-buy it, even though my payment method works. It won't re-charge me. It just makes the book unavailable to me.

       

      This is SO frustrating.. because I have, twice now, put an appropriate payment method in the account, and it is not me changing it. I wish I had never used the MC for the special that was run. So, even though it wasn't my fault, and I am trying to pay for the book, and I can even purchase NEW books... that book is still unavailable to me. And in the middle of a pivotal plot point, no less, LOL! (Don't laugh! ;-)

       

      There has GOT to be something that can be done. And to be honest, it seems like I should be due credit for the trouble -- since it was not me who altered payment methods on the account. I called and they were very unhelpful.. said there was nothing to be done for up to 48 hours (which is ridiculous), however, as I suspected, it has been 72 hours -- and it is STILL FROZEN IN LA LA LAND... I am unable to download, repurchase, anything.

       

      I have called and written tech support twice -- with no response.

       

      Please help? Thanks.

       

      -- Susan Order Number: 183419242

        • Re: B&N errantly took book license away, called, still unable to view book. Absurd!
          Josienjoe

          @ MermaidX,

           

          B&N doesn't usually take your "book license" away, so there must be some issue.  You are posting this on a user forum.  We really can't help with credit card and/or billing issues. 

           

          Emails are fairly useless.  Do you have a B&N nearby that you can go into and see if someone can help you figure out the problem?

           

          Otherwise, you need to call B&N 1-800-THE-BOOK, Option 2 for digital support (not sure if there's a different option for billing).

            • Re: B&N errantly took book license away, called, still unable to view book. Absurd!
              MermaidX

              Thanks... what happens is, if, say, your payment fails... you still still have the book on your device, but not allowed ddownload/view it -- it said something about the license, initially, now it is just a generic error. I didn't know their email support was so poor (I haven't had to use it until now, I had a Nook forever... the Nookcolor was new for Xmas), that is unfortunate.

               

              I did call them, and what they said (that it would resolve within 48 hours or less), wasn't the case. I will call again though, I appreciate the heads up... and won't wait for a reponse from tech support that might never come. Thanks again!

               

              p.s. My Nookcolor did stop refreshing book titles at one point.. everything tried did not work, and, ultimately, I had to erase/reregister (called support, they walked me through everything I had already done on my own). Took hours to remake my (carefully sorted) shelves... won't spend as much time doing it anymore.

               

               

              @ MermaidX,

               

              B&N doesn't usually take your "book license" away, so there must be some issue.  You are posting this on a user forum.  We really can't help with credit card and/or billing issues. 

               

              Emails are fairly useless.  Do you have a B&N nearby that you can go into and see if someone can help you figure out the problem?

               

              Otherwise, you need to call B&N 1-800-THE-BOOK, Option 2 for digital support (not sure if there's a different option for billing).

              • Re: B&N errantly took book license away, called, still unable to view book. Absurd!
                MermaidX

                Oh... and p.s. The gist of what I wanted to convey to other users, since this is just a user forum (I thought they actually tended it with tech help):

                 

                If your payment method ever fails (even if, as in my case, B&N's server reset to an old card I haven't used in ages) -- You will never be able to read the book again...

                 

                Even when the payment method is fixed. 

                 

                Sure, you can purchase OTHER books.. but the transaction that failed? Forget it... you'll never see it again.

                 

                I have called. I will call again... and update this post after I speak with them.