16 Replies Latest reply on Apr 5, 2011 2:05 PM by latinojim

    NOOKcolor in Puerto Rico

      Please, if anyone out there has a NOOK or NOOKcolor in Puerto Rico, I could really use your help. I called customer support a few days ago, I got a NOOKcolor for the holidays with a bunch of accesories and a $50 egift card. I can't use the gift card or purchase books because I get an error that states I can not purchase ebooks because my billing address is outside the US. This is totally insane, my wife purchased all that with a credit card that has a Puerto Rico billing address! At no point was she even warned that people in Puerto Rico would have a problem purchasing ebooks. The person at customer support told me that they are aware of the problem and are working on it.

       

      Called customer support again today. They say that there should be no problem with a Puerto Rico billing address. The rep had me try and change my billing address several times but each time the state field in the address kept disappearing on their end. I try to keep the country as United States since we are technically part of the US, but when I try that it says I have to change the country to Puerto Rico. I think this is where the problem lies. They either have to let people with Puerto Rico address choose United States as the country or add Puerto Rico as an authorized country to purchase books. I read on facebook that people from Canada are having similar problems. I was told that someone would contact me within 48 hours. I'll post again if I hear anything.

        • Re: NOOKcolor in Puerto Rico

          ....it sux if PR can't use the NookColor since it's apart of the US....I know of a friend stationed on a base in Guam who ended up having to purchase a prepaid Visa/Mastercard to register the NookColor. i don't know if this is a possible workaround but you might want to go online to B&N to create an account and then register the NookColor through the created B&N account (which should be amendable to PR shipping/billing addresses).

           

          • Re: NOOKcolor in Puerto Rico

            Hello.  I live on St. Croix in the Virgin Islands and I have had the same problem and have been trying to fix it since before Christmas.  I have not gotten a response that makes sense to me, basically just a "too bad for you".  Because we often have this sort of problem in the VI I read the User Guide (it's online on their site) before I purchased the Nook and it clearly states that you CAN purchase digital content from the Virgin Islands and Puerto Rico.  (See below, this is the statement in the User Guide from page 89).  I can sideload books, but it is a big pain that I wanted to avoid.  I also cannot purchase magazines - or at least I have not figured out how to do it.  B&N should at the very least remove this User Guide or correct it.  I understand that you can set up fake billing addresses but I'm uncomfortable doing that.  The only thing customer service suggested was that I get one of my relatives in the states to let me use their credit card.  If you learn anything please post it.  I am frustrated!

             

             

            "Purchasing digital content from the Barnes & Noble eBookstore on your NOOKcolor: You can only purchase digital content if you have a billing address in the United States, U.S. territories, or Canada. You cannot purchase digital content if you have an international billing address. You can only purchase digital content when physically within the United States (including Alaska and Hawaii), American Samoa, Guam, Puerto Rico, Palau, the U.S. Virgin Islands, or Canada. When you travel outside of these areas, you can download digital content to your NOOKcolor that you have already purchased (if you have a Wi-Fi connection), but you cannot buy digital content. Some items are not available for purchase in Canada.

             

            Purchasing items on the BN.com website: You can only purchase digital content if you have a billing address in the United States, U.S. territories, or Canada. You cannot purchase digital content if you have an international billing address. You can only purchase digital content when physically within the United States (including Alaska and Hawaii), American Samoa, Guam, Puerto Rico, Palau, the U.S. Virgin Islands, or Canada. Some items are not available for purchase in Canada."

            • Re: NOOKcolor in Puerto Rico
              Desert_Brat

              Just for grins I looked at the addresses I have listed. I noticed that on the country selection there are two for the U.S.: United States, and United States Minor Outlying Islands.

               

              I wonder if choosing the US Outlying Islands would do anything to help clear up the problem? I'm not quite sure what minor outlying islands are, but it seems worth a shot.

              • Re: NOOKcolor in Puerto Rico

                Called again today. Now we are back to the first explanation. This is now officially a mind screw by these people. The supervisor/manager now tells me that yes, the problem is existent and they are aware of it, they have their network/IT/programmers on it and expect the problem to be resolved within the week. So I guess I will be updating this again in a week. Thanks to everyone who has contributed to these posts.

                • Re: NOOKcolor in Puerto Rico

                  Hi latinojim:  I too received the NookColor as a gift from my husband and have exactly the same problems you do.  I called the Customer Service desk 3 times hoping it was a mistake and all 3 reps replied the same, NookColor can not be used in PR.  One of the reps told me to purchase via a computer, download and transfer to the NookColor, which defeats its purpuse.  I cited page 65 of the User Guide which indicates PR is among the US territories which should have access to electronic book downloads.  Rep advised they would notify management and have that clause removed.

                   

                  I also questioned why it was being sold in PR if we could not use the unit, which they replied they were going to request management to review their distributor list.  Bottom line, I was told to return both the unit and the cover I purchased just last Friday.  I am very upset and feel we have been fooled into purchasing this unit.  It is a great unit because it provides various options than just reading books, but useless if we can not manage it for its intended use.

                   

                  I guess we have to start exploring other option with book stores who distribute similar units but asking the correct questions before any purchase.  NookColor Distributor will be receiving my visit this weekend for return of unit.

                    • Re: NOOKcolor in Puerto Rico

                       

                      Well, I tried again yesterday and got the run around again.
                      I got 2 emails, literally minutes apart. One says, the NookColor is not supported for purchasing eBooks with a Puerto Rico address because of licensing issues.(By the way, that's total BS. Copyright laws for Puerto Rico are exactly the same as in the US. Amazon and Borders sell eBooks here with no problems or added costs.) The second email says I should be able to buy the eBooks if I enter my billing address in a specific way. I tried that, no go.
                      That's when I decide to call customer support again. This time I get the answer that eContent can not be purchased without a US mainland address. 48 contiguous states only? If anyone in Hawaii or Alaska can confirm this I would love to know. The rep specifically said that only the 48 contiguous states have this ability. ???
                      Then he tells me, just return the unit.
                      I was dumbfounded. They don't even want to try and fix the problem...
                      B&N, you officially are on my blacklist. I've never heard such a load of crock. A company that cares nothing for it's clients. It's downright shameful.
                      I will be returning my Nook, and I expect a FULL REFUND, even for the gift bag my wife purchased!!!


                      Margiepr1 wrote:

                      Hi latinojim:  I too received the NookColor as a gift from my husband and have exactly the same problems you do.  I called the Customer Service desk 3 times hoping it was a mistake and all 3 reps replied the same, NookColor can not be used in PR.  One of the reps told me to purchase via a computer, download and transfer to the NookColor, which defeats its purpose.  I cited page 65 of the User Guide which indicates PR is among the US territories which should have access to electronic book downloads.  Rep advised they would notify management and have that clause removed.

                       

                      I also questioned why it was being sold in PR if we could not use the unit, which they replied they were going to request management to review their distributor list.  Bottom line, I was told to return both the unit and the cover I purchased just last Friday.  I am very upset and feel we have been fooled into purchasing this unit.  It is a great unit because it provides various options than just reading books, but useless if we can not manage it for its intended use.

                       

                      I guess we have to start exploring other option with book stores who distribute similar units but asking the correct questions before any purchase.  NookColor Distributor will be receiving my visit this weekend for return of unit.


                       

                    • Re: NOOKcolor in Puerto Rico
                      I think this has had more success than they were ready for. Now they are have growing pains that **bleep** are having a challenge keeping up with. I believe they will get it resolved but not as fast as you or anyone would want. I'm sure customer service is just so overwhelmed they don't know how to handle it. Success is good as they really need it, but it can be challenging and painful for all if you aren't ready for it. I'm sad to hear of this issue but glad you chose to keep the nookcolor. Think they will fix this, it's just going to take time.
                        • Re: NOOKcolor in Puerto Rico

                          Try PayPal? Just a thought...

                           

                          Or bank through a US branch of say Bank of America, or Citibank, if they have a presence outside US?

                            • Re: NOOKcolor in Puerto Rico

                              I have been told by CS that anything not bought within US bounds will not work. For example - a daughter buys a device for her mother that lives in Canada, the daughter registers the device to her address and is going to do all the book buying using her computer in the US and the mother will just download the books using wifi.

                               

                              However if the mother were to try to actually buy a book using the NC while in Canada it would not work. End result is that it didn't work anyway because the daughters address attached to her credit card was a Canadian address.

                               

                              Hopefully they will fix it at some point or come to some sort of agreement with the publishers as sights such as amazon have done.

                                • Re: NOOKcolor in Puerto Rico

                                  That's just the thing, my wife purchased the NOOKColor and all the accessories from the B&N website with her Puerto Rico address based credit card! In the terms and conditions of the NOOKColor it clearly states that people in the US and territories can buy eBooks.

                                   

                                  As far as publisher rights, I have purchased eBooks via Borders and Amazon with my Puerto Rico based credit card, not one problem!

                                   

                                  I sure hope these growing pains don't alienate customers, cause I'm so down on B&N right now.

                            • Re: NOOKcolor in Puerto Rico

                              Thank you B&N!!!

                               

                              I think they finally saw the error in their ways and fixed the problem. A few days ago I connected to my network at home just out of curiosity and what would you know. I was able to download a free book!!! I then tried a purchase with my Puerto Rico based credit card and to my amazement, IT WORKED!!!

                               

                              My NookColor is complete!!! I am happily reading with my Nook! Thank you again B&N!!!

                                • Re: NOOKcolor in Puerto Rico

                                  I have been following your plight! Congratulations! So glad it worked out for you! You sure were patient, and now it will pay off. Enjoy!

                                  • Re: NOOKcolor in Puerto Rico

                                     


                                    latinojim wrote:

                                    Thank you B&N!!!

                                     

                                    I think they finally saw the error in their ways and fixed the problem. A few days ago I connected to my network at home just out of curiosity and what would you know. I was able to download a free book!!! I then tried a purchase with my Puerto Rico based credit card and to my amazement, IT WORKED!!!

                                     

                                    My NookColor is complete!!! I am happily reading with my Nook! Thank you again B&N!!!


                                    I am so glad to hear this!  I remember your posts a few months ago and always hoped it would be fixed for you. 

                                     

                                  • Re: NOOKcolor in Puerto Rico

                                    Thank you for all your support everyone!

                                     

                                    Please feel free to visit us here on the island anytime, make sure to bring your Nooks! :smileyhappy: