Quote:
Originally Posted by jedifarfy
Here's why you have to send it to them:
The website and stores are run separately. If the website sent you defective or the wrong merchandise, 99% of the time we have to refer you back to them to fix their own mistakes. If the store orders it, they replace it. Minor issues can usually be handled in the store, but in this case it was a broken NC and that has to be handled by the site and nook CS.
They weren't a-holes for not taking it back right away. One way or another that unit would be sent back as damaged. You bought it online rather than in a store, and therefore that's how you handle the return. If this was any other site that didn't have a physical store presence, you'd have to wait. I'm sorry it arrived broken, but that happens and we do the best we can.
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Broken Nooks cannot be serviced in-store of course, but it also seems that some online and store personnel have been misleading customers by telling them that unwanted (and unopened) Nooks purchased online must be return-shipped to Barnes & Noble.com. That's simply not true and especially important to know around Christmas.