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Originally Posted by compusolver
Apparently you are unaware that there are many, less obtrusive ways to handle a case like that, rather than suspending a paying customer's account.
You can selectively lock out the particular IP address of the suspected intruder for instance. Or they could have temporarily limited the account and immediately sent me an email notifying me and giving instructions of what to do from there.
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Just a few thoughts on this.
1. B&N cannot simply block a particular IP address. The vast majority of people don't have have static IP addresses associated with their computers (Since most ISPs don't let you have a static IP to prevent you from running servers). Further, if the hacker is at all competent, he would be attacking from virtually every IP he could, except his own.
2. Sending email is likewise risky. If they had enough information about you to attack your account, it is possible they might also have access to your email. Sending an email out might warn the hacker that B&N was onto them, or worse, give them a chance to actually call in an pretend to be you.
3. I suspect that this sort of thing is done automatically by their systems.
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Instead, BN waited until I was comfortably in bed and ready to read and instead of enjoying my purchases, I was hit with an unexpected and unpleasant situation.
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Its hard to blame B&N for you being in bed. That just happens to be when you discovered the situation.
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Then, even after providing requested id information, the situation wasn't cleared up promptly and politely.
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Without knowing the specifics of your situation I can't really suggest why the situation was not resolved more quickly by Barnes and Noble. Just curious, how long were you on the phone with them? Was there a specific question they asked that sent you over the line?
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But, I can surmise that BN checks forums like these better than its own support messages, because my Nook was working again within thirty minutes of posting this message. Now that's some serious SERM work!
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Or it could be coincidence.
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Bill