E-readers forum

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Before you buy a nook...

by cook937 / January 9, 2010 12:42 AM PST

Consider that the average wait time right now is a minimum 45 minutes for tech support at B&N. The problems include not holding a charge and not bookmarking properly. BN is helpless to correct these problems. My nook died after the first 1/2 day use. I called the 800 number, waited 20 minutes only to be told to call another number where I am on hold so far for 42 minutes.... I am so sorry I didn't get the Kindle. Come on BN execs,,,,,you guys gotta wake up and fix this!

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Finally resolved
by cook937 / January 9, 2010 2:26 AM PST

after 2hours 15 minutes I got a tech support person on. got them to waive the the restocking fee and returned the product, the cover, extended warranty and the $50 in books... what a shame because the device has beautiful form...

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saga continues...
by cook937 / January 9, 2010 5:43 AM PST

so it turns out that you can't get refunded for the ebooks that you purchased for the nook that you can't use... so had to go with a replacement unit. Hope it works. B&N can probably save alot of money by releasing all the customer service reps who are not authorized to do ANYTHING but apologize and transfer you to a 2+ hour hold line and replacing them with a recording that just apologizes to you. One of the worst examples of customer service in a long time.

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Good to know... thanks for sharing!
by Lee Koo (ADMIN) CNET staff/forum admin / January 20, 2010 1:53 AM PST
In reply to: saga continues...

Sorry to hear you hand to jump through so many hoops and wait times. Hopefully B&N gets their act together. I'd cut them a little slack though, given that we did just come out of the holiday season and they probably are bombarded with customer service calls on the Nook. And they are new to selling something that's not on paper. Grin

Thanks again for sharing! Hopefully other folks can chime in on this if they have experienced similar issues as you or even a positive experience with their customer service and the Nook.

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Sorry about your pain
by make_or_break / January 30, 2010 11:48 PM PST
In reply to: saga continues...

But it's the sort of price that's paid for being an early adopter. And with B&N yet. I seem to recall that Barnes & Noble had similar growing pains when they first started their online services. Teaching old dogs new tricks...

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Nook
by deedeelynn / March 3, 2010 10:38 AM PST
In reply to: saga continues...

Read both your posts and agree 100 percent. If that isn't bad enough . . . check out B&N prices for eBooks in relation to hardcovers or paperbacks. 2 eBooks I wanted were $18 & $19 plus change. For the Kindle, Amazon offered both the same eBooks for $7.39 each. I brought that up to B&N and said I wouldn't pay their prices when they led people to believe the eBooks would be around $9.99. THE GOOD NEWS IS THAT YOU CAN DOWNLOAD EPUBS FOR EBOOKS FROM KOBO FOR THE SAME PRICE THAT AMAZON OFFERS. Amazon does not have the same format, but KOBO takes care of that. That is where I will be giving some of my business to.

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