8 Replies Latest reply: Nov 27, 2011 2:07 PM by BeachCatFan

    So frustrated!!!

      I got a NOOK Color as a gift on July 1 of this year. The thing never worked right from the beginning--shuts itself off spontaneously, won't work unless fully charged, etc. etc. I did a live chat with customer service. They suggested a variety of inane fixes (like charging the unit completely--d'oh). I insisted that they replace it. After an hour on chat they agreed to replace it. They sent out a reconditioned unit that was covered in smudges and looks like it has been used hard. It doesn't work right--issues with the touch screen. I now have two broken NOOKs. I called them twice, spent a couple hours on the phone with India, and insisted that they send me a brand new one. They are doing so, but say that they won't be able to get it to me in less than a week. It hasn't shipped out yet and I'm going on vacation in a few days. I am so massively unhappy I can't even express it properly. Is this the way B&N operates? I regret ever having given away my Kindle.....

        • Re: So frustrated!!!
          NC-Kindle
          Sorry to hear about the frustrating experience you're having with the NC customer service. I've found them to be inadequate at best (and that's even when you can understand what they are saying). But I gotta say - - You what!? You actually parted with your trusty Kindle!? I too have a NC and use it as a sd card rooted tablet and it's great. And using the NC app, you can even read in landscape. But part with my Kindle - never. I say NEVER!
            • Re: So frustrated!!!

              Yes, well, now I feel like a dumbass :smileywink:. I gave the Kindle to my daughter. I literally don't know what to do with the stupid NC. I was just trying to read the Nook I have that occasionally works and it shut itself off and won't turn back on. Maybe when/if I actually get the brand new one I can take it to a store and try to get a refund to buy another Kindle.

                • Re: So frustrated!!!
                  Omnigeek

                  Take your original NC into a store and talk with the manager or Nook guru.  I got mine exchanged on the spot for much the same behavior you describe and can't tell you what a difference it made.  The brand new ones are tremendously reliable.

              • Re: So frustrated!!!

                jb5416 wrote:

                I got a NOOK Color as a gift on July 1 of this year. The thing never worked right from the beginning--shuts itself off spontaneously, won't work unless fully charged, etc. etc. I did a live chat with customer service. They suggested a variety of inane fixes (like charging the unit completely--d'oh). I insisted that they replace it. After an hour on chat they agreed to replace it. They sent out a reconditioned unit that was covered in smudges and looks like it has been used hard. It doesn't work right--issues with the touch screen. I now have two broken NOOKs. I called them twice, spent a couple hours on the phone with India, and insisted that they send me a brand new one. They are doing so, but say that they won't be able to get it to me in less than a week. It hasn't shipped out yet and I'm going on vacation in a few days. I am so massively unhappy I can't even express it properly. Is this the way B&N operates? I regret ever having given away my Kindle.....



                JB....did you try to go to a B&N store?   They may well have been able to swap it right then and there for you....presuming you were there in the first 14days of use.

                 

                 

                  • Re: So frustrated!!!

                    Unfortunately I was out of the first 14 days because we were on vacation for a while (and, of course, the stupid Nook only worked intermittently when we were in Hawaii). Now I'm caught in this big morass with the tech support phone people. I find it interesting that I haven't gotten any e-mail confirmation of anything since I got off the phone with them yesterday afternoon. I wonder if they are, indeed, sending me a new one.

                     

                    Thanks for all the good suggestions.

                    Jessie

                      • Re: So frustrated!!!--update, sort of

                        So I went to a B&N last night. Asked to speak to a manager. Explained the whole situation. She was decidedly un-helpful, blamed it on operator error (until the stupid thing shut off while she was using it and wouldn't turn back on), said there was nothing she could do. I am completely underwhelmed. When and if I ever receive the new nook I'm going to sell it. I don't want to support B & N by buying books and magazines from them.

                    • Re: So frustrated!!!

                      I agree.  I am shopping for another brand of e-reader.  Nook has other competitors than Amazon including ones that offer the epub software flexibility.  Here's my tale:

                       

                      I seem to have developed "the crack problem" (a break in the case at the page turner button) much later than everyone else.  I purchased my Nook in February 2010, and the crack first appeared in October 2011.  Though I did buy the "extended warranty,"  Barnes and Noble will not honor it.  They have noted on my claim that the damage is due to user error. 

                       

                      Not only did they send a "refurbished" Nook.  They sent one that was WiFi not my 3G model. And it arrived poorly packaged and a broken replacement.  Not to mention that as a refurbished replacement that means "used"-- which is to say this problem will occur again and sooner due to previous use before mine. 

                       

                      Now I have the added frustration of sending "the replacement" back and start a claim with my credit card company to refuse the charges on the "replacement."  I DO NOT recommend spending any money on the "warranty".  Just expect the Nook to break shortly after the year on the manufacturer warranty (planned obsolescence period) and then toss it as another disposable device cluttering our planet with hazardous waste.

                        • Re: So frustrated!!!
                          BeachCatFan

                          TikiDoll wrote:

                          I agree.  I am shopping for another brand of e-reader.  Nook has other competitors than Amazon including ones that offer the epub software flexibility.  Here's my tale:

                           

                          I seem to have developed "the crack problem" (a break in the case at the page turner button) much later than everyone else.  I purchased my Nook in February 2010, and the crack first appeared in October 2011.  Though I did buy the "extended warranty,"  Barnes and Noble will not honor it.  They have noted on my claim that the damage is due to user error. 

                           

                          Not only did they send a "refurbished" Nook.  They sent one that was WiFi not my 3G model. And it arrived poorly packaged and a broken replacement.  Not to mention that as a refurbished replacement that means "used"-- which is to say this problem will occur again and sooner due to previous use before mine. 

                           

                          Now I have the added frustration of sending "the replacement" back and start a claim with my credit card company to refuse the charges on the "replacement."  I DO NOT recommend spending any money on the "warranty".  Just expect the Nook to break shortly after the year on the manufacturer warranty (planned obsolescence period) and then toss it as another disposable device cluttering our planet with hazardous waste.


                          As a reader who has experienced the cracked bezel problem, you do understand that it's not that big of a deal, right? There is nothing that prevents you from reading each and every book on your NOOK. All you have to do is swipe the bottom area when it dims to turn the page of your book. Why would you send the replacement item back? Doesn't it work? B&N is not making the N1E any longer, so I don't understand why you thought you would be receiving a brand new one at this point in time. They replaced mine with a new one and the bezel still cracked...........no big deal. I just swipe to turn the pages. Problem solved.