Note to self: Never buy a Nook, never use B&N.
First things first; yes, backup is mandatory - I know that and do that!
Anyway, the person did not back up his files (his fault), got an update/auto-reset of his device without warning, and when complaining to B&N, he was told he was stupid by CS, since he had not backed up.
Well - my parents, well up in the 60'ies does not know how to back up and/or update their devices. I do it for them, and see to that nothing is lost in the process. Does that make my parents stupid? No, I didn't think so. Not everybody knows/remembers to back up unless told/informed/warned.
So, if this one-side of the story is correct, then I 100% agree with the unfortunate customer; B&N are the screw-ups here. If they knew (as they apparently did) that a certain percentage of their devices was defective, they
should are obliged to replace the device *and* inform about a mandatory backup.
And lastly, a (humorous) sidenote/saying translated from Norwegian:
Brave men don't do backup!
Noone weeps as much as brave men.