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LessPaul · 02-01-2010, 11:37 AM

I love my Nook, but B&N appears to have no idea how support anything more complex than a paper book or a DVD.

I have a Nook, and B&N Desktop Reader on my PC. Last time I ran the Desktop Reader, it asked me to upgrade to version 2. I did.

I cannot log in to Desktop Reader version 2. It does not accept my email/password. Version 1 does. My Nook does. The Barnes & Noble website is also happy with my email address and password, but not Desktop Reader version 2. In the future version 1 will be phased out.

Even stranger, it is possible for me to create a new account using a different email address which works just fine. So it is not my computer or my software installation. Something is wrong on the Barnes & Noble server with regard to my login.

So what does Barnes and Noble suggest? They suggest I close my account and start a new one. Seems reasonable EXCEPT they claim they cannot move my purchased content to the new account. My purchased eBooks will no longer be accessible. Supposedly before I close my account I can download them manually to my PC and then "sideload" them to my Nook, but they longer work with cover flow and other features which are reserved for "B&N" content. And much more importantly I lose the safety of being able to restore my Nook wirelessly or to recover my eBooks should my computer crash.

THIS IS NOT ACCEPTABLE.

Dear B&N -- Either fix your servers or figure out a way to move my eBooks to a new account. Telling me that I should lose my eBooks because your system has a problem is NOT an acceptable alternative. Everything is locked with my credit card number. What is the problem? I love my Nook, and prior to this mess, I loved eReader (now B&N Desktop Reader.)

These Draconian customer service measures are NOT compatible with the digital age you are trying to join. Please wake up. I wish to remain a customer. I really do. In the meantime, I will forwarn as many people as I can that while the hardware is great, it means nothing if the company does not stand behind the customer.

If you decide to treat me fairly, I will come back here and tell the world that you have begun to come to your senses.

02-01-2010, 11:37 AM	#1
LessPaul Connoisseur Posts: 50 Karma: 160 Join Date: Jan 2008 Location: Dewitt, MI Device: Kindle Paperwhite 2021 / PC / iPad	Nook: Great. B&N: FAIL I love my Nook, but B&N appears to have no idea how support anything more complex than a paper book or a DVD. I have a Nook, and B&N Desktop Reader on my PC. Last time I ran the Desktop Reader, it asked me to upgrade to version 2. I did. I cannot log in to Desktop Reader version 2. It does not accept my email/password. Version 1 does. My Nook does. The Barnes & Noble website is also happy with my email address and password, but not Desktop Reader version 2. In the future version 1 will be phased out. Even stranger, it is possible for me to create a new account using a different email address which works just fine. So it is not my computer or my software installation. Something is wrong on the Barnes & Noble server with regard to my login. So what does Barnes and Noble suggest? They suggest I close my account and start a new one. Seems reasonable EXCEPT they claim they cannot move my purchased content to the new account. My purchased eBooks will no longer be accessible. Supposedly before I close my account I can download them manually to my PC and then "sideload" them to my Nook, but they longer work with cover flow and other features which are reserved for "B&N" content. And much more importantly I lose the safety of being able to restore my Nook wirelessly or to recover my eBooks should my computer crash. THIS IS NOT ACCEPTABLE. Dear B&N -- Either fix your servers or figure out a way to move my eBooks to a new account. Telling me that I should lose my eBooks because your system has a problem is NOT an acceptable alternative. Everything is locked with my credit card number. What is the problem? I love my Nook, and prior to this mess, I loved eReader (now B&N Desktop Reader.) These Draconian customer service measures are NOT compatible with the digital age you are trying to join. Please wake up. I wish to remain a customer. I really do. In the meantime, I will forwarn as many people as I can that while the hardware is great, it means nothing if the company does not stand behind the customer. If you decide to treat me fairly, I will come back here and tell the world that you have begun to come to your senses.