Barnes & Noble takes over 2 Days to Process Ebook Order??

[boswd]

Originally Posted by queentess

If this problem hadn't been occurring for nearly a month now, I might be more understanding...

I've purchase about 10 books this month with no issue, I'm pretty sure this isn't as wide spread as people may want to think.

as goes the case with forums loud minority silent majority.

[boswd]

Originally Posted by Marcy

I'm not "up in arms" just amazed that a big company could let this happen. As I said, this wasn't a rant, but my amazement this could even happen. I bought this book 2 days ago, my credit card was charged successfully 2 days ago, yet I'm told the charge is still processing and can't download my book.

In today's age of the internet and instant gratification this is a huge problem for the company. People expect when they buy an electronic item that it's delivered instantly.

I really don't understand your post at all. A big company like B&N should have a 24/7 IT dep't to ensure shopping on their website is smooth at all times. Internet sales are extremely competitive—once someone surfs away you have lost that sale and potentially a lot of future ones.

-Marcy

Big company computers crash too. It doesn't matter how many IT people you have. Things are going to happen. I just posted a link to where Amazon had problems with their system just this past summer. so big it made the Wall Street Journal. You don't get much bigger than Amazon.

heres the link again
http://online.wsj.com/article/SB1000...326186048.html

I live in the northeast and last Friday Bank of America was down almost ALL DAY up here.
Again a huge company with IT people

S$%^&$ happens.

Systems crash or have glitches. To demonize one company when this happens and has happend to every single company and business, yeah even Apple has had itunes crash on different occasions, is beyond me.

I don't get the double standard and the demonizing of Barnes and noble.

[jessicalynn]

Originally Posted by boswd

Wow they have an issue with a system and your this up and arms? Mind you I do understand it can be a bit frustrating but to single them out?

Seriously? You or your company or anyone else you've ever dealt with has NEVER had system isuses?

well I'm glad that's not true, my wife would be out of a job

this site has gone down before. Our company's entire system has crashed before.

Heck look at this from a simple google search of "Problems with Amazon's Website"

http://www.google.com/search?hl=en&s...ms+with+Amazon

I do understand frustration when things go down the way you want or don't work out smooth 100% of the time but in this day and age, issues with computers and their systems do have glitches . To single out Barnes and Noble like that is bit of a double standard dont you think?

This post is utterly ridiculous. So is a website charging someones card for an ebook and then not making the book available to them. If this happened to me I would be livid as well. As someone else stated, part of the appeal of ebooks is instant availability. The original poster has every reason to be upset.
Barnes & Noble had better get their act together is all I can say.

I also don't understand why people keep bringing up amazon. This problem has absolutely nothing to do with amazon or kindle!!!

[boswd]

Originally Posted by jessicalynn

This post is utterly ridiculous. So is a website charging someones card for an ebook and then not making the book available to them. If this happened to me I would be livid as well. As someone else stated, part of the appeal of ebooks is instant availability. The original poster has every reason to be upset.
Barnes & Noble had better get their act together is all I can say.

I also don't understand why people keep bringing up amazon. This problem has absolutely nothing to do with amazon or kindle!!!

I'm not saying the person shouldn't be upset or frustrated, I would be too. My point is the OP went on and on about "How could something like this happen, especially to a major company" something you would expect from a fly by night operation.

I was merely point out that this happens to everyone. Systems crash, glitches happen.

Just last week Bank of America's website went down in areas throughout the NorthEast. No one could do any online banking. Was I frustrated? Sure I was. Did I run out seek out forums and start threads at how could this happen to a major corporation and how they had better get their acts together or else? No of course not. Things happen.

Amazon's system has gone down, Apple's has gone down. Walmarts has etc etc.

But Barnes and Noble's go down and now they need to get their act together?

The OP's thread is about the bewilderment at how this could have to a major company. And my point is not only does it happen to major company's it happens to ALL major companys.

To single out and demonize Barnes and Noble is something of a double standard don't you think?

[jessicalynn]

Originally Posted by boswd

To single out and demonize Barnes and Noble is something of a double standard don't you think?

No, actually I don't. If we were on a forum dedicated to banking or personal finance I bet someone would have started a thread about bank of america being down. But we're on a forum dedicated to ereader and ereading sooo...someone posted about a problem with barnes & noble. It makes perfect sense to me.

[boswd]

Originally Posted by jessicalynn

No, actually I don't. If we were on a forum dedicated to banking or personal finance I bet someone would have started a thread about bank of america being down. But we're on a forum dedicated to ereader and ereading sooo...someone posted about a problem with barnes & noble. It makes perfect sense to me.

Why do I feel like Randell MacMurphy in one of the group sessions in One Flew Over The Cucoo's Nest

[cromag]

I bought the same book several days ago and had no (unusual) problems downloading it. Sorry you had trouble.

I agree that B&N really should have after hours tech support for customers. If someone is trying to give you money you shouldn't make them wait!

[Marcy]

Originally Posted by boswd

I'm not saying the person shouldn't be upset or frustrated, I would be too. My point is the OP went on and on about "How could something like this happen, especially to a major company" something you would expect from a fly by night operation.

I was merely point out that this happens to everyone. Systems crash, glitches happen.

Just last week Bank of America's website went down in areas throughout the NorthEast. No one could do any online banking. Was I frustrated? Sure I was. Did I run out seek out forums and start threads at how could this happen to a major corporation and how they had better get their acts together or else? No of course not. Things happen.

Amazon's system has gone down, Apple's has gone down. Walmarts has etc etc.

But Barnes and Noble's go down and now they need to get their act together?

The OP's thread is about the bewilderment at how this could have to a major company. And my point is not only does it happen to major company's it happens to ALL major companys.

To single out and demonize Barnes and Noble is something of a double standard don't you think?

Dude, you don't get it. I'm *not* upset or frustrated. I really could care less, since if they don't get their act together I'll just charge it back and get the book at Sony where it is now available for 99¢.

I posted this in General Discussions because I find it worthy of discussing that 48 hours after buying, paying for and having my credit card charged for an electronic item I am told that B&N has been unable to process my charge (that they already posted to the credit card) and I can't have my book. I am not whining or complaining but discussing that in today's climate of instant gratification this does not bode well for B&N's business.

I am not an Amazon *or* B&N fangirl. I buy my books from wherever they are cheapest and I prefer B&N over Amazon because I get epub instead of having to convert from mobi. Why are you so protective of B&N and act like someone pissed in your Wheaties when I'm looking for discussion?

BTW the Amazon outage you posted lasted for 5 hours and people couldn't place orders. I'm coming up on 48 hours and still B&N hasn't been able to give me access to my book even though they already have my money. This isn't the whole site being down, just the "here is your purchase now that you've paid for it" part is down. Curiously the part where you give them your money works fine.

Addendum: Called B&N again. 20 more minutes of hold time. Their excuse is "our servers are backed up." I cancelled the order and bought the book from Sony.

-Marcy

[mykee98]

My issue right now is this:
I purchased the last 2 books for the Hunger Games trilogy the other night. I turned on my nook color, it is updated with the 2 books. Everything is fine that night. Yesterday at work I get an email saying something wrong with my payment and to call. I called twice but being at work I can't wait on hold for ever and try the website. I don't get an option to change my form of payment or any explanation why card was declined. I had 2 gift cards but I was well aware that I did not have enough credit to cover the full amount. I just figured the remaining 1 or 2 dollars would be rolled onto my credit card. Nope, I even tried to buy a egift card to cover the remaining but as of today still not received the email giving me the gift card number. I shot them an email but have not gotten a response.

The 2 books are on my nook and I started reading the 2nd book in the series at lunch. When I got back to my desk I started the nook app on my PC and could not open the book so now I'm afraid to connect to the internet on my nook color since my book that I'm currently reading will not be available anymore.

I just want this cleared up soon so I can finish this series.

[Marcy]

Originally Posted by mykee98

My issue right now is this:
I purchased the last 2 books for the Hunger Games trilogy the other night. I turned on my nook color, it is updated with the 2 books. Everything is fine that night. Yesterday at work I get an email saying something wrong with my payment and to call. I called twice but being at work I can't wait on hold for ever and try the website. I don't get an option to change my form of payment or any explanation why card was declined. I had 2 gift cards but I was well aware that I did not have enough credit to cover the full amount. I just figured the remaining 1 or 2 dollars would be rolled onto my credit card. Nope, I even tried to buy a egift card to cover the remaining but as of today still not received the email giving me the gift card number. I shot them an email but have not gotten a response.

The 2 books are on my nook and I started reading the 2nd book in the series at lunch. When I got back to my desk I started the nook app on my PC and could not open the book so now I'm afraid to connect to the internet on my nook color since my book that I'm currently reading will not be available anymore.

I just want this cleared up soon so I can finish this series.

There's nothing wrong with your payment. That's what they told me as well. Their "servers are backed up" whatever that means.

Oh, and as a final comment they shouldn't give you a message that something is wrong with your payment, but something is wrong with their computer system. I wouldn't have wasted time calling my credit card company and would have been more willing to wait.

-Marcy

[Anthem]

Originally Posted by cromag

I agree that B&N really should have after hours tech support for customers.

In our Digital Dark Age twenty four hour support should be required before a business serving electronic goods can even be deemed worthy of the moniker "decent".

They may approach "good" when they have proven themselves capable of the bare minimums and show a willingness to go somewhat (although grudgingly) further.

[robertc88]

Well maybe this isn't the right place but I loaded the nook for android app yesterday on my smartphone, went to the B&N website and requested downloads of some free ebooks.

Was I suppose to download from my smartphone instead cause I don't see the ones requested when I went into the application today (yes I logged into my account). My orders say not shipped checking the website today on my PC but there is nothing to ship so I don't know. I'm a confused newbie!

If what I did was OK and downloads happen quickly, then I guess there is a problem??

[jocampo]

This sounds to me like a pure database/technical problem. For some reason the book was flagged as available and during the transactions, it becomes not available some way, or ... the book's status changed while you were ordering. Book status can change because the store decided to take it out or any other legal problems. Even though I prefer the Kindle 3 and actually own one, I think this problem is a minor one on today's online bookstore databases.

But you are lucky! You paid with your AMEX. I've never feel abandoned with my AMEX. They will fight for you: get your money back or act as a middle man with B&N. I would also give a call to B&N and check status.

Bottom line: always back up your Kindle, Nook or whatever content you have! And when I mean, backup is outside the device. Moreover, remove the DRM protection (if not illegal in your country) so you can actually own the book.

[boswd]

Originally Posted by robertc88

Well maybe this isn't the right place but I loaded the nook for android app yesterday on my smartphone, went to the B&N website and requested downloads of some free ebooks.

Was I suppose to download from my smartphone instead cause I don't see the ones requested when I went into the application today (yes I logged into my account). My orders say not shipped checking the website today on my PC but there is nothing to ship so I don't know. I'm a confused newbie!

If what I did was OK and downloads happen quickly, then I guess there is a problem??

Hi Robert, it should appear under "Library" I just tested it out, I too have the nook app on my Droid X.

I ordered 100 Quotes to Make you Think for Free about 1 min. ago. It was in my library instantly.

After you ordered your book were you brought to a "Thank you for your order' or something along those lines? Did you see a confirmation number and a message saying an email will be sent to you shortly?

If so it should be in my library. And it should take no longer than 5 seconds if that. Also scroll your total library . If your library settings for sort is set to by author or title it may be down the list. I have mine set to "recent" .

Also your phones 3G or wi fi connection and reception can have an affect on how quickly information will be sent to your app.

There is a spot in my office that where it could take hours for an email to reach me but 100 feet away everything is all peach and instant. So that could also be the case.

I hope this helps.