I'm getting contradictory information from Customer Service from 1-800-THE-BOOK and need some assistance. Hoping there's a BN employee here, or suggestions for an escalation channel that might get me someone that can give me a straight answer on how to proceed.
I purchased a Galaxy Tab 4 Nook last Friday night (2/5). The SD card does not stay seated in its slot, and cycles through multiple error messages as the card prepares to be read, gets "removed unexpectedly" and "removed." (The device rotates through these various messages.)
I attempted to return the tablet to the store the following day and was told they don't handle problems with the devices. I was referred to 1-800-THE-BOOK, ran through troubleshooting with the agent, and was told to write the ticket number she gave me on the box the tablet came in and expect a return mailing label with 24-48 hours.
The label email never turned up (checked spam mailbox as well) so I called back on Monday the 8th and was told that the person I spoke with had given me incorrect information. Something about Barnes and Noble handling the return instead of Samsung even though I had called Barnes & Noble's Customer Service number initially and picked the Galaxy 4 off the IVR prompt. So this agent gave me a different ticket number and said to expect a mailing label. I did get that shipping label, but it wasn't even sent to the email address I'd asked the agent to send it to.
Today, I got a notice via email from Samsung off the original ticket number that they were waiting for my package and to mail it if I hadn't already. I called the number provided and the agent there told me two contradictory pieces of information: I should send the Nook to Samsung off the original ticket number AND that I should send it to the address from the 2nd ticket number as given to me by Barnes and Noble which has a BN address.
After a return trip to the store where I was turned away without an option to have it looked at or exchanged, and then going through three contradictory phone calls, I'm really frustrated about the time I've wasted and the money I've spent on a device that hasn't worked properly out of the box. And, to make matters worse, I traded in my older nook because I wanted to continue to support Barnes and Noble. I'm unsure of where to really return the package. I'd return the tablet, but now I'm out the old working Nook, so it doesn't feel like a fair exchange.
Any assistance or advice would be appreciated.