It looks like I am going to be on the market for a new reader

Barefoot2 · 04-17-2011, 09:17 PM

I am hoping some of you have experience in non-functioning readers and customer service/warranty replacement. I am wanting to know of those who had a good experience with getting replacement or repair. I understand that there are certain things you have to take into account, like shipping time, etc., but overall, who's ereader company was good to work with in warranty service?

CazMar · 04-17-2011, 10:54 PM

My first Kobo didn't work properly and it was replaced and I got a free cover. However, this was in Australia and you probably need to supply some info as to which country you are in - the distributors can vary a lot from country to country.

bZkindle · 04-17-2011, 11:41 PM

Seems like amazon to me. Both from what I've read and through personal experience, I'd say they're warranty honoring has been pretty good, if not excellent.

GA Russell · 04-18-2011, 01:01 AM

I was a fairly early customer of the jetBook Lite. After a month it stopped working.

Ectaco was good about replacing it free of charge with no questions, but I had to pay the nine dollars to ship it to New York.

The replacement has been flawless for fifteen months.

Zarich · 04-18-2011, 02:29 AM

Why are you in the market.. Does your nook not work?

faithbw · 04-18-2011, 02:51 PM

My nook stopped working after a day. The e-ink screen just died. In terms of customer service, I am very happy that I got a nook. All I had to was go to Barnes & Noble. My e-reader was replaced with a brand new one right on the spot. No charge at all. It's been working well ever since.

Barefoot2 · 04-18-2011, 04:54 PM

As to where I am, I am in the US. As to why I am looking, I had problems right out of the box (Christmas), but it finally culminated in complete shut down a week and a half ago. I have been having difficulty with the customer service (have been for some time, long story). In trying to find someone other than the standard customer service line, I ended up finding a long list of negative reviews on warranty service, repair or replacement with the nook. It seems that I am not alone. My husband feels terrible that the gift has been causing so much headache, and wants to just figure out who is best to deal with and replace the gift. He feels it is not worth the treatment we have gotten for the last 4 months to try to get them to honor the warranty.

faithbw · 04-18-2011, 05:09 PM

Sorry you're having such trouble with customer service. I've never dealt with B&N's actual customer service line.

Filark · 04-18-2011, 05:10 PM

Ouch!

I'm so sorry you had to go through that, Barefoot! Especially if it is your first ereader. Mine have been such a joy! I have had no trouble with either of my Sonys or with my eDGe so I can't offer any personal insights into customer service. My husband has a Kindle, but again, after a year and 3/4s, no trouble.

I wish you the best of luck, and hope you find a solid device you can simply enjoy!

bZkindle · 04-18-2011, 05:19 PM

OP: Does the nook work at all? What happened?
I'm just thinking if it's at least booting up, the users here might be able to help you.

EDIT: oops sorry- missed your last post.

Zarich · 04-18-2011, 07:42 PM

It doesn't make sense to throw in the towel. Even though you are frustrated. I suggest you go into a B&N store. Be very nice. Explain that you have not been able to get your device to work and the customer service line is not working for you to get your device running again. Ask for help. Be very nice about it. I think you will get somewhere.

Barefoot2 · 04-18-2011, 11:08 PM

Well, we purchased it using our Discover card which carries an additional warranty (it doubles the man. warr.). We thought to contact them about it, to see if that could kick in. After hearing the timeline of problems, and the lack of resolution from the manufacturer, they were going to take it to B&N. I called to alert them that Discover card would be pursuing it, and all of a sudden, they want to help me. So, if this works out, I'll be back in business with my unit. yeaaa!!

Poppaea · 04-21-2011, 07:59 AM

This is good news! Hope it will sort out fast and you will join our little comunity of eLovers

Barefoot2 · 04-22-2011, 02:50 AM

I have it in hand, and it is working. Woo-hoo! As an added and unexpected bonus, the manager who took care of getting it replaced for me told me to keep the extra battery that didn't fix the problem, and added a $10 ebook gift card. That was very nice, more that I had any hopes for.

Poppaea · 04-22-2011, 05:06 AM

I am very glad to hear this! Know that you have a working reader you will love the reading experience more than ever before. It is like falling in love.

04-17-2011, 09:17 PM	#1
Barefoot2 Junior Member Posts: 6 Karma: 10 Join Date: Apr 2011 Device: nook	It looks like I am going to be on the market for a new reader I am hoping some of you have experience in non-functioning readers and customer service/warranty replacement. I am wanting to know of those who had a good experience with getting replacement or repair. I understand that there are certain things you have to take into account, like shipping time, etc., but overall, who's ereader company was good to work with in warranty service?

04-18-2011, 02:51 PM	#6
faithbw Guru Posts: 618 Karma: 1526148 Join Date: Feb 2011 Location: A place where the sun always shines Device: Kindle Oasis, iPad Mini 2	My nook stopped working after a day. The e-ink screen just died. In terms of customer service, I am very happy that I got a nook. All I had to was go to Barnes & Noble. My e-reader was replaced with a brand new one right on the spot. No charge at all. It's been working well ever since. Last edited by faithbw; 04-18-2011 at 02:54 PM.

04-18-2011, 05:19 PM	#10
bZkindle Fanatic Posts: 510 Karma: 1025024 Join Date: Nov 2010 Location: Canada City, Soviet Canuckistan Device: k2, k3G, kindle DXG, Sony T-1, iPad, iPhone, stone tablet	OP: Does the nook work at all? What happened? I'm just thinking if it's at least booting up, the users here might be able to help you. EDIT: oops sorry- missed your last post. Last edited by bZkindle; 04-18-2011 at 08:32 PM.

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04-17-2011, 10:54 PM	#2
CazMar Book Geek Posts: 596 Karma: 1499085 Join Date: Aug 2010 Location: Adelaide, Australia Device: Kobo Touch, Asus MemPad 7" tablet, Nexus 5, Asus 10" tablet	My first Kobo didn't work properly and it was replaced and I got a free cover. However, this was in Australia and you probably need to supply some info as to which country you are in - the distributors can vary a lot from country to country.

04-17-2011, 11:41 PM	#3
bZkindle Fanatic Posts: 510 Karma: 1025024 Join Date: Nov 2010 Location: Canada City, Soviet Canuckistan Device: k2, k3G, kindle DXG, Sony T-1, iPad, iPhone, stone tablet	Seems like amazon to me. Both from what I've read and through personal experience, I'd say they're warranty honoring has been pretty good, if not excellent.

04-18-2011, 01:01 AM	#4
GA Russell Ticats/Als, Riders/Lions Posts: 7,717 Karma: 31487351 Join Date: Aug 2009 Location: Raleigh, NC Device: Paperwhite, Kindles 10 & 4 and jetBook Lite	I was a fairly early customer of the jetBook Lite. After a month it stopped working. Ectaco was good about replacing it free of charge with no questions, but I had to pay the nine dollars to ship it to New York. The replacement has been flawless for fifteen months.

04-18-2011, 02:29 AM	#5
Zarich Zealot Posts: 129 Karma: 1202 Join Date: Feb 2011 Device: Kindle 3 Wi-Fi	Why are you in the market.. Does your nook not work?

04-18-2011, 04:54 PM	#7
Barefoot2 Junior Member Posts: 6 Karma: 10 Join Date: Apr 2011 Device: nook	As to where I am, I am in the US. As to why I am looking, I had problems right out of the box (Christmas), but it finally culminated in complete shut down a week and a half ago. I have been having difficulty with the customer service (have been for some time, long story). In trying to find someone other than the standard customer service line, I ended up finding a long list of negative reviews on warranty service, repair or replacement with the nook. It seems that I am not alone. My husband feels terrible that the gift has been causing so much headache, and wants to just figure out who is best to deal with and replace the gift. He feels it is not worth the treatment we have gotten for the last 4 months to try to get them to honor the warranty.

04-18-2011, 05:09 PM	#8
faithbw Guru Posts: 618 Karma: 1526148 Join Date: Feb 2011 Location: A place where the sun always shines Device: Kindle Oasis, iPad Mini 2	Sorry you're having such trouble with customer service. I've never dealt with B&N's actual customer service line.

04-18-2011, 05:10 PM	#9
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	Ouch! I'm so sorry you had to go through that, Barefoot! Especially if it is your first ereader. Mine have been such a joy! I have had no trouble with either of my Sonys or with my eDGe so I can't offer any personal insights into customer service. My husband has a Kindle, but again, after a year and 3/4s, no trouble. I wish you the best of luck, and hope you find a solid device you can simply enjoy!

04-18-2011, 07:42 PM	#11
Zarich Zealot Posts: 129 Karma: 1202 Join Date: Feb 2011 Device: Kindle 3 Wi-Fi	It doesn't make sense to throw in the towel. Even though you are frustrated. I suggest you go into a B&N store. Be very nice. Explain that you have not been able to get your device to work and the customer service line is not working for you to get your device running again. Ask for help. Be very nice about it. I think you will get somewhere.

04-18-2011, 11:08 PM	#12
Barefoot2 Junior Member Posts: 6 Karma: 10 Join Date: Apr 2011 Device: nook	Well, we purchased it using our Discover card which carries an additional warranty (it doubles the man. warr.). We thought to contact them about it, to see if that could kick in. After hearing the timeline of problems, and the lack of resolution from the manufacturer, they were going to take it to B&N. I called to alert them that Discover card would be pursuing it, and all of a sudden, they want to help me. So, if this works out, I'll be back in business with my unit. yeaaa!!

04-21-2011, 07:59 AM	#13
Poppaea Lucifer's Bat Posts: 2,577 Karma: 20638583 Join Date: Nov 2010 Location: Earth/Berlin Device: Kobo Libra Colour	This is good news! Hope it will sort out fast and you will join our little comunity of eLovers

04-22-2011, 02:50 AM	#14
Barefoot2 Junior Member Posts: 6 Karma: 10 Join Date: Apr 2011 Device: nook	I have it in hand, and it is working. Woo-hoo! As an added and unexpected bonus, the manager who took care of getting it replaced for me told me to keep the extra battery that didn't fix the problem, and added a $10 ebook gift card. That was very nice, more that I had any hopes for.

04-22-2011, 05:06 AM	#15
Poppaea Lucifer's Bat Posts: 2,577 Karma: 20638583 Join Date: Nov 2010 Location: Earth/Berlin Device: Kobo Libra Colour	I am very glad to hear this! Know that you have a working reader you will love the reading experience more than ever before. It is like falling in love.