Classic Nook: Great. B&N: FAIL

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.

TogTogTogTog · 02-01-2010, 04:31 PM

Maybe you should send this is B&N instead of us? Honestly I suspect that you got some automated response telling you to close the account and make a new one while the person on the other end didn't realise exactly when that entailed.

I agree that this seems like a severe problem. The inability to log-on on the Version 2.0 but complete fluidity when applied to the website, version 1.0 etc. The most likely problem seems like B7N have accidently enabled something that disables you from Version 2.0. I'd ask them to check for that, and then to see why that is even possible over 1.0.

kc5cychris · 02-01-2010, 05:43 PM

You may have needed to uninstall the previous version of the software before you installed the new, so that the machine would not get confused with the accounts. It is currently seeing the v1 acount in use by your primary email, and willl not setup in v2
worth a shot

LessPaul · 02-01-2010, 07:10 PM

I did send this message to B&N. I have called customer service several times. I have installed, uninstall-ed, installed on a second computer, changed email addresses, changed passwords, and spent hours on the phone. This is the answer they gave me. It is posted here so other can no what joys B&N customer service brings. I posted the good about the device in this forum. Now I'm posting the bad about the support in this forum.

Also, I am sure B&N reads this and other popular eReader sites to keep an eye on how well they are doing in the market. If this reddens their face just a bit and keeps them from treating the next person as poorly, it will have been worth the effort.

mwhite67 · 02-02-2010, 12:58 AM

While we're bagging on B&N whats up with the shoddy operating system of the nook. I mean no organization of files whatsoever in my documents or my music, whats up with that? Do you think the Ipod would have become the worlds most popular mp3 player if you just dumped your music into a big folder and it wasn't even in alphabetical order and if you want to search for any of it it has to be music you purchase from the itunes store. The answer is no noone would want something like that. Hurry up and update the crappy OS on "the worlds most advanced e-book reader".

Fuzzykinz · 02-02-2010, 07:31 AM

I'm not sure how many people I know who bought a nook for the B&N experience...

LessPaul · 02-03-2010, 11:28 AM

POSSIBLE WORK-AROUND

This might be coincidence, but I doubt it -- it is in keeping with the assumption that there is something mucked up on the B&N servers

1) Change your password online.
2) Wait an hour (don't know if needed, but this is what I did)
(yes, I did try to log onto Desktop Reader at this point, but could not)
3) Unregister your Nook
4) Re-Register your Nook
5) Log onto Desktop Reader with new password.
6) Desktop Reader now logs on.

I suspect it will eventually be found that this problem only occurs to folks who use both the Nook and Desktop Reader version 2.1.1.1, not all, but some.

I am curious if this corrects the problem for the other poster.
There is also the remote possibility that B&N fixed the problem while I was walking through the above steps.

There remains the problem that Email Support, instead of trying to work with the customer, took the easy way out at the expense of the customer. Bad support is beginning to be the swan song of the Nook. I hope B&N doesn't kill the Nook. I do think it is the best ereader on the market. But their Customer Service has some seriously weak links. (Josh on the B&N forums specifically excluded)

rlozier · 11-21-2010, 04:58 PM

Appears either this last upgrade or the inability of their servers to handle the load is at the root cause. God help us as the Color Nook owners jump into the fray. Still working on my net-book and updates with new additions, but deleting the software after logging out and removing the book files and starting over presents mixed results. No luck even getting it to work on my brand new computer, 00000000 books. Had the problem months ago, and here we go again!!!

AndyfromVA · 11-21-2010, 05:05 PM

Quote:

Originally Posted by mwhite67

While we're bagging on B&N whats up with the shoddy operating system of the nook. I mean no organization of files whatsoever in my documents or my music, whats up with that? Do you think the Ipod would have become the worlds most popular mp3 player if you just dumped your music into a big folder and it wasn't even in alphabetical order and if you want to search for any of it it has to be music you purchase from the itunes store. The answer is no noone would want something like that. Hurry up and update the crappy OS on "the worlds most advanced e-book reader".

Are you aware that firmware update 1.5, coming this week, is going to include organizational tools for the B&N Content section of the Nook (among other things)?

chas0039 · 11-21-2010, 06:12 PM

Quote:

Originally Posted by Fuzzykinz

I'm not sure how many people I know who bought a nook for the B&N experience...

:r ofl:

peitsao · 11-21-2010, 07:27 PM

I had the same problem with nook for pc and my droid so I uninstalled all the software, deleted the books, the folders, etc., rebooted my pc and downloaded the new programs and they now seem to all work fine. B&N's software has always been wonky, but I like the reading format on my pc, so I keep using it as my primary pc reader.

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.

11-21-2010, 04:58 PM	#8
rlozier Junior Member Posts: 4 Karma: 10 Join Date: Jul 2010 Location: NE Ohio, USA Device: (2) Palm TX PDA's, Cybook Gen, Opus, Nook & Pandigital Novel.	Nook For PC Reader Appears either this last upgrade or the inability of their servers to handle the load is at the root cause. God help us as the Color Nook owners jump into the fray. Still working on my net-book and updates with new additions, but deleting the software after logging out and removing the book files and starting over presents mixed results. No luck even getting it to work on my brand new computer, 00000000 books. Had the problem months ago, and here we go again!!!

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Free (kindle / nook) The Great Secret by L. Ron Hubbard	arcadata	Deals and Resources (No Self-Promotion or Affiliate Links)	6	07-10-2011 05:46 AM
Free Book (Kindle / Nook / Sony) - Great Parents, Lousy Lovers	koland	Deals and Resources (No Self-Promotion or Affiliate Links)	1	11-15-2010 07:11 PM
Sell Great Nook for sale	Tori1960	Flea Market	2	10-27-2010 10:10 AM
Classic Any Great Nook Deals Out There?	kimmieg	Barnes & Noble NOOK	5	07-18-2010 03:42 PM
Classic Rooted Nook supports html in My Books..great!	bthoven	Nook Developer's Corner	4	03-14-2010 03:18 AM

02-01-2010, 04:31 PM	#2
TogTogTogTog Member Posts: 16 Karma: 10 Join Date: Jan 2010 Device: Nook	Maybe you should send this is B&N instead of us? Honestly I suspect that you got some automated response telling you to close the account and make a new one while the person on the other end didn't realise exactly when that entailed. I agree that this seems like a severe problem. The inability to log-on on the Version 2.0 but complete fluidity when applied to the website, version 1.0 etc. The most likely problem seems like B7N have accidently enabled something that disables you from Version 2.0. I'd ask them to check for that, and then to see why that is even possible over 1.0.

02-01-2010, 05:43 PM	#3
kc5cychris Connoisseur Posts: 53 Karma: 497152 Join Date: Jan 2010 Location: South Georgia, USA Device: PRS-600, PRS-900	You may have needed to uninstall the previous version of the software before you installed the new, so that the machine would not get confused with the accounts. It is currently seeing the v1 acount in use by your primary email, and willl not setup in v2 worth a shot

02-01-2010, 07:10 PM	#4
LessPaul Connoisseur Posts: 50 Karma: 160 Join Date: Jan 2008 Location: Dewitt, MI Device: Kindle Paperwhite 2021 / PC / iPad	I did send this message to B&N. I have called customer service several times. I have installed, uninstall-ed, installed on a second computer, changed email addresses, changed passwords, and spent hours on the phone. This is the answer they gave me. It is posted here so other can no what joys B&N customer service brings. I posted the good about the device in this forum. Now I'm posting the bad about the support in this forum. Also, I am sure B&N reads this and other popular eReader sites to keep an eye on how well they are doing in the market. If this reddens their face just a bit and keeps them from treating the next person as poorly, it will have been worth the effort.

02-02-2010, 12:58 AM	#5
mwhite67 Member Posts: 11 Karma: 10 Join Date: Jan 2010 Device: Nook	While we're bagging on B&N whats up with the shoddy operating system of the nook. I mean no organization of files whatsoever in my documents or my music, whats up with that? Do you think the Ipod would have become the worlds most popular mp3 player if you just dumped your music into a big folder and it wasn't even in alphabetical order and if you want to search for any of it it has to be music you purchase from the itunes store. The answer is no noone would want something like that. Hurry up and update the crappy OS on "the worlds most advanced e-book reader".

02-02-2010, 07:31 AM	#6
Fuzzykinz Lover of things fuzzeh Posts: 40 Karma: 10 Join Date: Nov 2009 Location: Northern Virginia Device: BN nook, iPod touch second gen	I'm not sure how many people I know who bought a nook for the B&N experience...

02-03-2010, 11:28 AM	#7
LessPaul Connoisseur Posts: 50 Karma: 160 Join Date: Jan 2008 Location: Dewitt, MI Device: Kindle Paperwhite 2021 / PC / iPad	POSSIBLE WORK-AROUND This might be coincidence, but I doubt it -- it is in keeping with the assumption that there is something mucked up on the B&N servers 1) Change your password online. 2) Wait an hour (don't know if needed, but this is what I did) (yes, I did try to log onto Desktop Reader at this point, but could not) 3) Unregister your Nook 4) Re-Register your Nook 5) Log onto Desktop Reader with new password. 6) Desktop Reader now logs on. I suspect it will eventually be found that this problem only occurs to folks who use both the Nook and Desktop Reader version 2.1.1.1, not all, but some. I am curious if this corrects the problem for the other poster. There is also the remote possibility that B&N fixed the problem while I was walking through the above steps. There remains the problem that Email Support, instead of trying to work with the customer, took the easy way out at the expense of the customer. Bad support is beginning to be the swan song of the Nook. I hope B&N doesn't kill the Nook. I do think it is the best ereader on the market. But their Customer Service has some seriously weak links. (Josh on the B&N forums specifically excluded)

11-21-2010, 07:27 PM	#11
peitsao Addict Posts: 211 Karma: 32760 Join Date: Nov 2007 Location: Allegheny Mountains Device: Kobo mini, PW3,NookST	I had the same problem with nook for pc and my droid so I uninstalled all the software, deleted the books, the folders, etc., rebooted my pc and downloaded the new programs and they now seem to all work fine. B&N's software has always been wonky, but I like the reading format on my pc, so I keep using it as my primary pc reader.

Advert

Advert