I am also having a problem with the nook color connecting to my WiFi network. I called technical support and the first thing the guy tried to do was brush me off by telling me to call back after I tried connecting to another wireless network.
I had already told him that I have three other devices working correctly on my wireless network. And I had already told him that I have already reset my wireless router to factory, changed the wireless network to no encryption, straight 54G, no isolation etc etc.. No matter, he still tried to get me off the phone by telling me to go to a B&N store and try connecting there.
I understand that he is reading from a script, and I understand that the front line tech people are normally about as technically adept as my dog. It's cheaper that way, I get it. What I don't understand (as in, don't appreciate) is when tech support tries to push me off like that. They know there is a problem with some of the Nooks. How do I know that? When I told him that I wasn't going to let him brush me off he put me on hold. He came back on the line within 2 minutes (no lie) and said, "That particular nook color seems to have a problem with it's wireless connections. You bought it at Best Buy so what you need to do is.... shhhhhhhh...click." No kidding, at that exact moment the VoIP system they use decided to drop the connection!! How perfect is that?! I called tech support because my nook color wouldn't maintain a connection to the network and they dropped the call!!
So.. I will call back and try to find out what the last part of that sentence was going to be ( I presume it was that I need to exchange it, probably for another one from the same batch); but I wanted to take a second to thank Barnes and Noble for a few things:
1. Thank you for worrying more about cost than quality: I totally understand that in these tough economic times you have to do everything possible to ensure your profit margins. Even if that means overcharging for your e-reader and your e-books. Obviously there are those of us who will ante up and pay for what we hope is a quality device specifically tuned to enjoying books.
2. Thank you for saving money on your technical support by outsourcing it to a place where voice connectivity is so limited that you can't even keep your IP network up reliably. I know it's tough to pay for that extra few Mb of bandwidth to Phillipines, India or wherever you have chosen to route your support calls.
3. Thank you for developing a support script which ensures that customers who don't know any better will have to call back after wasting their time and going to a B&N store to try connecting to their WiFi only to have it fail also. It really is nice to know that your support staff isn't burdened by having to do any actual troubleshooting.
4. Thank you for employing technical support staff that can barely read the support script let alone troubleshoot a problem. I appreciate that you have gone out of your way to ensure that only the customer really has to do any work to figure out what is wrong with the $250 device we bought so that we can save roughly $0.10 per dollar on books. It's nice to know that, in the end, you are really only thinking of us.
5. Thank you for setting the device up so that to wipe/deregister the device, it has to be connected to a network. That way when I decide that my test of the nook color was a complete failure because it doesn't work reliably on wireless networks, I can't wipe it before I return it.
6. And last but not least... Thank you for selling these units at Best Buy so that people like me can easily buy them to try them out for a week and then, once we see how poorly planned and supported they are, return them with as little hassle as possible.
A New Kindle Customer.