Just a quick, kudos to B&N

Lizzie in Ma · 09-16-2011, 09:31 AM

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.

boswd · 09-16-2011, 12:05 PM

ahhh very cool to hear, Normally on forums it's mostly complaints about something. Nice change of pace.

I also find the customer service at their Hingham, MA location to be fantastic as well. Maybe it's a New England thing

PF4Mobile · 09-16-2011, 02:39 PM

Quote:

Originally Posted by 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.

I own both Kobo and Nook.
Had a similar experience with kobo but did not try anything
I called they said go to the store
The store replaced the ereader on the spot, no questions no try this or that...

bunodosoma · 09-17-2011, 11:23 PM

I add my hurrah for B&N customer service. My refurbished Nook color's sd card slot started ejecting the card (inconvenient since I was running CM7 off the card). Called B&N had another NC in the pipe line in 10 minutes and it arrived in 2 days. We've also had them replace the charger on another NC with no fuss. I've dealt with many CS departments and they rank in the top three for me.(so far)

taustin · 09-18-2011, 01:55 AM

Quote:

Originally Posted by boswd

ahhh very cool to hear, Normally on forums it's mostly complaints about something. Nice change of pace.

I also find the customer service at their Hingham, MA location to be fantastic as well. Maybe it's a New England thing

I've had the same experience here in Surf City, California: local store has excellent customer service by well trained, motivated employees who have the ability to take care of the customer. Took me maybe 15 minutes to trade out my very first nook when it wouldn't take a charge.

temetka · 09-18-2011, 10:10 PM

This is great stuff to hear.

Although my Nook Color hasn't given me any problems, it is nice to know that if it does there is competent staff who is also empowered to hear me.

We should sticky this. Find out what stores in what areas give good customer support. So many times on the we b we read about poor customer support, it would be nice to read about good customer support. Especially for products that we love to use.

jhempel24 · 09-18-2011, 11:06 PM

VERY COOL!!

That's an awesome story!

09-16-2011, 09:31 AM	#1
Lizzie in Ma Connoisseur Posts: 72 Karma: 159192 Join Date: Mar 2010 Location: Cape Cod Device: Nook, Kindle 3, Vizio 8" tablet runn and Samsung Galaxy running Aldiko	Just a quick, kudos to B&N 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.

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09-16-2011, 12:05 PM	#2
boswd Banned Posts: 2,391 Karma: 1001781 Join Date: May 2010 Device: The Nook, Nook color and Droid X	ahhh very cool to hear, Normally on forums it's mostly complaints about something. Nice change of pace. I also find the customer service at their Hingham, MA location to be fantastic as well. Maybe it's a New England thing

09-17-2011, 11:23 PM	#4
bunodosoma Connoisseur Posts: 73 Karma: 466 Join Date: Jul 2011 Location: SATx Device: PE,Novel,Nook Color	I add my hurrah for B&N customer service. My refurbished Nook color's sd card slot started ejecting the card (inconvenient since I was running CM7 off the card). Called B&N had another NC in the pipe line in 10 minutes and it arrived in 2 days. We've also had them replace the charger on another NC with no fuss. I've dealt with many CS departments and they rank in the top three for me.(so far)

09-18-2011, 10:10 PM	#6
temetka Enthusiast Posts: 26 Karma: 3436 Join Date: Jul 2011 Location: California Device: Kindle Paperwhite 1st Gen.	This is great stuff to hear. Although my Nook Color hasn't given me any problems, it is nice to know that if it does there is competent staff who is also empowered to hear me. We should sticky this. Find out what stores in what areas give good customer support. So many times on the we b we read about poor customer support, it would be nice to read about good customer support. Especially for products that we love to use.

09-18-2011, 11:06 PM	#7
jhempel24 Wizard Posts: 2,157 Karma: 7068605 Join Date: Dec 2007 Device: Amazon Kindle Paperwhite, B&N Nook Colro	VERY COOL!! That's an awesome story!

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