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Old 08-14-2010, 07:49 PM   #1
taustin
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Join Date: Aug 2010
Device: Nook
A counterpoint on B&N customer service

I wanted to mention my experience with customer service at B&N, as a counterpoint to the thread complaining about it.

I bought a WiFi Nook on the 10th at a local Barnes & Noble store. Everything worked perfectly for two days. Then, on th 12th, it wouldn't take a charge. After digging through this very forum, I did a hard reset by removing the battery, and it took a charge fine. This morning, it wouldn't charge again. I did a hard reset using both methods, but no dice.

So I took it back to the store I bought it at. After a few minutes discussin what I'd tried, the nice young man did a soft reset, and determined it was not, in fact, taking a charge. At which point he exchanged it over the counter for a new one (and included the $15 screen protector as well), and sent me on my way. I spent as much time waiting for him to find a new roll of receipt paper for the cash register as it took to do the exchange.

It was mildly annoying to get a defective unit. But it was not at all annoying to deal with B&N. The young man who helped me was knowledgable, courteous, and most important, empowered to do what it took to fix the problem.

This is one of the biggest reasons I bought a Nook instead of a Kindle.
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