[Lizzie in Ma]

My original 3g Nook had started to freeze.
I did all the usual stuff to fix (and I do mean all) and then called their customer support.
He was actually halfway decent but insisted, to ensure it wasn't the battery I had to go to my local B&N and put one of theirs in to jump through a hoop.
He mentioned that, once I did, the "higher level customer support" could make a one time courtesy extension to my expired warranty (by 3 months) and possibly replace it.
So, off I went to the B&N in Hyannis, Ma.
A nice young kid named Sam was the one I dealt with there.
I told him everything that had happened thus far and gave him my case #. As instructed, he used one of their batteries only to find that, yes, it was still frozen. So he called their support line and thought it took more than an hour, mostly on hold, they did indeed replace my Nook, right there in the store where I had purchased it.
This was apparently at the discretion of the manager of the store so to Jody, major thanks as well.
I hadn't expected it to go well so I was very pleasantly surprised to go home with a brand new Nook.