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When I was looking at buying an ebook reader, one of the reasons I was drawn to B&N instead of Amazon is that B&N has always been a brick & mortar store, with decades of experience at person-to-person customer service, while Amazon is an online only store. The difference is important. Amazon is great to deal with so long as you need something they expected you to want, when they created their web site. As soon as you need something special, you have to deal with a person, and Amazon doesn't like to do that (because customer service people who aren't idiots cost a lot of money). With B&N, I just go to the local store and they take care of it.
(My first Nook classic had a problem charging, a day after I got it. They verfied the problem, and exchanged it. End of problem.)
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