14 Replies Latest reply on Dec 4, 2012 7:21 PM by thans56

    A Punchlist of Problems with my HD+

    LEChakan

      Here are the list of intermitent issues I'm experiencing with my 12-day old HD+:

       

      1. The screens - pick any one - will occasionally freeze and be unresponsive to the stylus or finger pad.  It takes putting the device to sleep, and waking it, in order to break the freeze.
      2. The Netflix app won't allow me to easily "pause" a streaming video because the PLAY/PAUSE/STOP indicator at the base of the screen appears for only a second before disappearing.  It's only on the 6th or so try that the indicator actually stays put so that I can pause/play/stop.
      3. Black specks on screen - Tonight, when I woke the device to verify the previous paragraph issues remained with today's upgrade, I was greeted by the home screen with its carousel of books, and Lo and Behold, 3 black specks in the middle of the screen.  When I moved the carousel, the specks moved along with it.  After verifying that the problem in the previous paragraph continued, even after the upgrade, I returned to the home screen and those specks were gone.
      4. The notification icon at the device's center top screen is virtually useless because it requires repetitive tapping in order to view a drop down menu (which then closes back up faster than lightening, before I can so much as read the notification!).
      5. Books, apps, whatever, can sometimes take 6 or 7 taps before they do what they're supposed to do.

      And if that's not enough...how about this for more aggravation...

       

      I spoke with a clerk at the B&N where 12 days ago my husband purchased this HD+.  I was advised by this gal that I should bring in the device, and "if B&N finds a problem with it" they'll give me a new one.  I told her that these are sporadic problems, that may not materialize in the store..  She tells me that if the sporadic problem doesn't happen to their "expert" (LOLOLOL), I won't get a replacement.

       

      Is this for real?

       

      As for my not wanting to hold onto a defective $300 device beyond the magical 14 day return window, her comment was, "don't worry...you have a full year to get it repaired."

       

      Am I the only one who finds that an unsatisfactory response?

       

      Everyone in our household had and loved the original Nook.  When the Simple Touch came out, we all moved over  to that device, and loved it.  Last week, I bought my husband his early Christmas present:  the Nook HD 16GB and he's still swooning.  Between our active and registered devices, and the ones now sitting in a closet collecting dust, we've purchased 12 Nooks over the last three years. 

       

      I know how these things are supposed to work.

       

      Either I've got a lemon, or the HD+ is not ready for prime time.

       

      Whatever the case, I'm bringing it back to the B&N where it was purchased less than two weeks ago, and demanding a brand new replacement.  I hope the "expert" on duty does the right thing.

       

      Lisa

       

       

        • Re: A Punchlist of Problems with my HD+

          Most of these are software issues that will be fixed in future updates.

           

          You should return your Nook HD+ if you aren't willing to live with the types of issues first generation devices have. In 6-12 months you can get it when it's more stable or you can get something else.

           

          Most new tablets will have issues. iPad is a safe bet if you want somethhing well tested.

           

          *****

          Regarding your points:

           

          The screens - pick any one - will occasionally freeze and be unresponsive to the stylus or finger pad.  It takes putting the device to sleep, and waking it, in order to break the freeze.

           

          * This is probably because the software isn't very stable yet. I don't get this - however, my browser crashes periodically.

           

          • The Netflix app won't allow me to easily "pause" a streaming video because the PLAY/PAUSE/STOP indicator at the base of the screen appears for only a second before disappearing.  It's only on the 6th or so try that the indicator actually stays put so that I can pause/play/stop.

          * This is a Netflix issue and not a B&N issue. The WORKAROUND for this is to tap slightly above the white band. Slightly above where the pause button would be. Just imagine there's a button right above where the pause button is. It'll still take 1 or 2 tries but it works better.

           

          • Black specks on screen - Tonight, when I woke the device to verify the previous paragraph issues remained with today's upgrade, I was greeted by the home screen with its carousel of books, and Lo and Behold, 3 black specks in the middle of the screen.  When I moved the carousel, the specks moved along with it.  After verifying that the problem in the previous paragraph continued, even after the upgrade, I returned to the home screen and those specks were gone.

          * Not sure what this is.

           

          • The notification icon at the device's center top screen is virtually useless because it requires repetitive tapping in order to view a drop down menu (which then closes back up faster than lightening, before I can so much as read the notification!).

          * You just have to tap once firmly on the Left part of the Notification.

           

          • Books, apps, whatever, can sometimes take 6 or 7 taps before they do what they're supposed to do.

          * I don't get this.

           

          *****

           

          Are you using a stylus or your finger?

          Are you using a screen protector?

           

          This seems like a problem with how your screen interprets taps and not something else. Perhaps you have a screne protector and/or stylus that is causing your touches to not register.

           

          The other possiblity is dirt trapped under a screen protector or dirt on the screen.

           

          All that being said - You'll get a return if you go to store and just show them any of the standard issues that happen. You can just read forums to find standard issues.

          • Re: A Punchlist of Problems with my HD+
            The fix for Netflix is to press one of the very faint dots in the bottom left. They are hard to see in bright light. Hitting this once pulls up the controls. I had the same problem until finding this. As for other problems I haven't experienced as often.
            • Re: A Punchlist of Problems with my HD+

              Goodness, your experience with customer service sounds a lot like what I'm going thru now!  

               

              Original pre-order around Oct 13th for Nook HD . . .  arrived (finally) around mid Nov and the bezel was cracked.  Ordered a replacement . . . UPS trashed it in shipping, ordered another replacement, was supposed to ship 11/23 and arrive 11/26 . . . still hasn't arrived.

               

              When I first spoke to BN, the very first questions was "Did you drop it" . . . really????  Then they tell me if they get the unit back and decide that I did in fact "drop it" I would be charged for the replacement as well as the original unit lol.  How insulting is that to a customer????  What is to stop them from saying "it was dropped" even if it wasn't?  I asked this and was told if it would make me feel better I could drive to a local BN store (45 min away in a huge SUV - abt $25 in gas round trip) and have them look at the unit and get the replacement for me.  Prob here . . . NONE of the BN stores up to 1 1/2 hrs away, at the time, had any Nook HD's to even do a replacement for me.

               

              So when the replacement for the first unit arrived, it was damaged horribly during shipping.  Outside box looked like it had been sat on, same with white nook box and screen was completely shattered.  I did take photos of the outside box before opening, the white nook box, and the unit as proof that "I didn't drop the thing" . . geeze.  Felt as if I had to do this and that's ridiculous!!!

               

              Called BN and told them what had happened and they agreed to replace it.  This time I didn't get the dropped it spill but prob only because I told them I had photos as proof of damage lol.  They sent me the email saying replacement would ship on 11/23.  With that date, it should arrive by 11/26 based upon their shipping time schedule.  11/26 nothing arrived so I called because I never got an email with a tracking number for this one.  Turns out . . . the gal dropped the ball and the replacement was never shipped.  So now am told it will ship around 11/28 . . .should arrive at UPS within 5 days and then takes up to 3 days to arrive.  So this puts it at an arrival date of approx Dec. 7th!  This for something I ordered mid October. UNBELIEVABLE.

               

              I sat around last night and stewed on this and finally said I"M DONE . . . went to Best Buy and bought the HD+ there.  They didn't have the HD model I originally wanted at the store . . . hmmmmm u think that might have to do with the fact that maybe the hurricane issue damaged the majority of the HD stock they had?  Well that's my guess because it seems that you can find lots of the HD+ around but very few of the HD models.

               

              All this said . . . I have not such a good feeling towards BN at this time.  Seriously doubt I will upgrade my nook any further and never will I pre-order a device again should I decide too.  It's just sooooo NOT worth the hassle and aggivation!

               

              I own my own business I can say that if I treated my customers as I've been treated in this situation . . . I'd be out of business pretty darn quick!

                • Re: A Punchlist of Problems with my HD+

                  My thoughts exactly:

                   

                  I own my own business I can say that if I treated my customers as I've been treated in this situation . . . I'd be out of business pretty darn quick!

                   

                  *****

                  B&N must have a lot of goodwill built up with its customers to survive the last few weeks.

                   

                  I wish someone had a good idea of what the status is with HD stock and HD+ stock and why there are still so many delays. I think it might be more than just the Hurricane.

                    • Re: A Punchlist of Problems with my HD+

                      You know, I went to local Best Buy and Target and both had tons of the HD+ but none or very little of the HD models and they were all the 16gb.

                       

                      I wonder if a lot of the HD models were damaged in the hurricane?

                       

                      I'm supposed to be getting another replacement HD today.  It remains to be seen if I keep it and give it as a Christmas gift or if I return it since I bought the HD+ locally.  I honestly prefer the smaller 7" size for both reading and movies as I found the + picture to be grainy.  However, that bezel issue has me concerned as it seems to be an ongoing issue with all HD models.

                        • Re: A Punchlist of Problems with my HD+
                          LEChakan

                          I don't have any problem, whatsoever, with my bezel. Granted, I've got the HD+ secured in one of the 360 cases, so it doesn't get handled at all. As for the picture quality...it's outstanding. I've had other issues, long documented here...most of which have been resolved through bizarre tapping instructions (like tap ABOVE the notification icon, instead of ON it, and pause Netflix by tapping on barely detected three dots on lower left corner of screen)

                          • Re: A Punchlist of Problems with my HD+

                            The HD+ has 256 ppi, while the HD has 'only' 243 ppi. Yet you think the HD+ looks grainy? Why? Could it be you're playing some low-res videos?

                             

                            My HD+ is backordered, so I haven't seen the screen yet.

                              • Re: A Punchlist of Problems with my HD+

                                KevinP, I have both HD and HD+ and there are some strangely unintutive things

                                 

                                1) Screen of HD+ looks better.

                                 

                                I think it has to do with having 1440 by 900 and 243 ppi on a 7" screen.

                                 

                                2) I don't see graininess on HD+. It looks good. However, a lot of content is not formatted for the larger screen. So I suspect lots of things like books and magazines that look fine on the smaller 7" screen will look bad on the larger screen.

                                 

                                So, although HD+ screen is higher pixel density, in actual use it SEEMS like HD has a richer brighter screen.

                                 

                                One last possibility - perhaps there's some difference in how the screen anti-glare was done for the HD and HD+ or something. Or the settings.

                                 

                                Because it seems to me like HD is 256 ppi and HD+ is 243 ppi. That actually fits (strange as it might seem).

                                 

                                Nook HD screen is Wow!

                                Nook HD+ screen is very very good (a notch below Wow).

                                 

                                Or perhaps I just got a HD+ screen that was below par.

                                 

                                 

                                 

                                 

                        • Re: A Punchlist of Problems with my HD+

                          So far I've tested 3 HD models and two HD+ models.  Now I'm not an idiot lol, I've had Nooks since the very first one came out so it's not like I don't know what I'm doing.  This is what I've seen so far . . .

                           

                          Netflix . . . I've installed it twice just to make sure I have the most current update of the app.  It's grainy and jerky on the HD+.  A bit better on the HD.

                           

                          I did get a nice quality picture on both the HD and HD+ when I downloaded a movie from the BN Movie store.  Noticeable difference between SD and HD movie.

                           

                          As for sound . . . no great improvements so far.  Headphones are needed on both models unless you are in a very quiet room by yourself lol.

                           

                          As I've said before, I have other tablets that are far superior in both these areas.

                           

                          That said, I'm sure these will improve over time with software updates.  Just a shame we have to wait for something that should have been spot on when the product was released.

                            • Re: A Punchlist of Problems with my HD+
                              Michael_the_Writer

                              thans56,

                               

                              I don't have the grainy issue with Netflix on my HD+. I have the latest Netflix update 2.1.0-release-199 and watched a movie last night while my girls hogged the living room tv. The movie wasn't that great but the picture was beautiful. Maybe it was a server issue or your Internet service? I don't know, just know it works great for me. Sorry.

                                • Re: A Punchlist of Problems with my HD+

                                  Michael, I'll try the latest update. I don't get HD or even very good SD on Netflix on HD+ right now. Not sure why.

                                  *****

                                   

                                  For this:

                                   

                                  *****

                                  That said, I'm sure these will improve over time with software updates.  Just a shame we have to wait for something that should have been spot on when the product was released.

                                  *****

                                   

                                  After Nook Color and Nook Tablet, I'm getting used to the frustration of B&N shipping alpha release software and then taking 2-4 months to get it to release quality.

                                   

                                  The speakers I don't think can be fixed. they just don't seem that loud or good. However, most of the other things people are finding should be fixed. I certainly hope so. Nook HD and HD+ are both beautiful devices - they just need the software to be polished.

                                    • Re: A Punchlist of Problems with my HD+
                                      patgolfneb

                                      Some of the speaker issue is just because it faces away and without an enclosure reflecting the sound back . Since the devices are often held in our lapps the sound is absorbed. I believe people would be suprised at the difference if a firm piece of plastic was 4-6 inches behind the device. 

                                • Re: A Punchlist of Problems with my HD+
                                  I've tried this and it helps a bit. I have a stand type cover and place a pc of foamcore behind the device to watch a movie. Even with that the sound is still not loud enough at full level and because of speaker placement and only one of them, u still won't get stereo. This was just a poor design choice. I will say that this time around they did a better job of the charger. Much sturdier plug in. Bad part, it is still on the bottom! Makes u wonder if the designers ever sit down and truly use the device lol.