9 Replies Latest reply on Feb 18, 2016 4:53 PM by clarkent1971

    Customer Service Issue

    clarkent1971

      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.

      Thanks

        • Re: Customer Service Issue
          Froide

          agarcia is very responsive. Try PM'ing him, if you want a rapid response.

           

          Sorry you're having this frustrating expetience. Sadly, it highlights how the NOOK Division's squandering its primary competitive advantage, fleeting though it is with Amazon opening B&M Kindle stores.

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          • Re: Customer Service Issue
            mogulman

            Have you tried multiple SD cards.  I had a new Samsung 64G SD Card that gave me endless problems.  It would work for a few days then some of the content would disappear.  Also, it would not show up and I had to reseat it reboot.  At first I blamed Android and then the Nook.  I finally went and bought a Sandisk SD card and all the problems went away. 

            2 of 2 people found this helpful
              • Re: Customer Service Issue
                clarkent1971

                Thank you, mogulman, I appreciate the suggestion.  I tested a 4 GB SanDisk in addition to the first card I tried, which was a 16 GB San Disk.  Neither are staying seated, so I think it's something with the actual slot.  I am grateful for how quick the nook community turned out with possible options to make the best of this frustrating situation.

                  • Re: Customer Service Issue
                    mogulman

                    It is a little tricky to put the card in properly.  I have to use a small flat head screwdriver to push it down far enough to get it to latch.  I could not do it with my thumbnail.  It could easily be broke.  You might want to take it to the store to verify the problem.  If it is broken return it

                    1 of 1 people found this helpful
                • Re: Customer Service Issue
                  Mercury_Glitch

                  You have 14 days from the point of sale to return the Nook.  Since you purchased it on the 5th that would give you until the 19th.  They can throw some resistance if you do not have a receipt, however if you purchased it at that store with a credit card and/or you used a membership when making the purchase they can look it up.

                   

                  Should the bookseller assisting you refuse to do this ask to speak to a manager.  It is against standard operating procedure to refuse a return as long as it is within the guidelines of the return policy.  Which, for the Nook, allows for you to open the box and use the Nook.  This also applies to exchanges if the Nook is not functioning as it should. 

                   

                  As to in-store support BN recently changed the guidelines of what they define as support.  They now view it as basic troubleshooting and device set up.  What qualifies as basic troubleshooting is left vague and undefined.  Which may be why the bookseller you spoke to gave you the answer they did.

                   

                  The only advice I can give you to try and resolve the SD Card seating issue is to ask if you're sure you've pushed it in.  They do give a little resistance.  I'd still not advise pushing hard on the card since that could end up jamming the card in the Nook.  It would be something I'd need to actually be physically present to properly help further.  Which, really, any bookseller should be able to do, or failing that should be able to find someone working within the store who can.

                  2 of 2 people found this helpful
                    • Re: Customer Service Issue
                      clarkent1971

                      Thanks very much for the suggestions, Mercury_Glitch.  I put enough time in on trying to make the tablet work with no additional help from Barnes and Noble that today I returned it to a manager at the store and will use the nook app to access my library from my phone.  Basically, I had to eat the loss of my old tablet that I traded in for the $50 credit, but I was coming up on the 14 day return window and would rather lose the old tablet than be stuck with an underutilized new one that couldn't expand its storage capacity.

                       

                      To you and everyone on this thread, it really means a lot that I had such quick turnaround from the community in terms of getting advice.  I got clear instruction and suggestions from the forum in a way that the company that sold me the tablet couldn't even offer!

                        • Re: Customer Service Issue
                          Alex Garcia

                          Hi clarkent1971,

                           

                          First allow me to apologize on behalf of Barnes and Noble for that recent experience, we're continually trying to find ways to make sure our customers receive helpful support and accurate information from us. It's clear in this case we dropped the ball in both areas, sorry for that. Thank you for the PM, I'll be following up with you there as well.

                           

                          Hopefully, I can clear up some of the confusion surrounding replacements/returns. This scenario only applies to our Samsung line of devices - however regardless of the device, NOOK will provide support. Once you contact us in store or over the phone/online, we'll do our best to determine if what you are experiencing is hardware or software related. If it is related to hardware, NOOK support will refer you to Samsung representatives for further troubleshooting. If and when a replacement is necessary, Samsung will OK the return and the request is fulfilled by us here at NOOK.  Though you may be talking to another agent, you should receive one return label via email.

                           

                          Where what you experienced gets confusing is, it appears the initial exchange path went the traditional Samsung way and wasn't initiated by NOOK. This is why you received a late email with the original ticket number provided by that representative.

                           

                          With that said, the experience should never break down in this way and should be seamless for you the end user. Unfortunately, that didn't happen in this instance and we'll be taking a look at the process again. To that end can you also PM me the ticket numbers given to you?

                           

                          As always, should anyone have more questions feel free to comment or contact me directly.

                           

                          Hope this helps,

                          ~Alex

                          1 of 1 people found this helpful