Set a new standard for very low expectations and horrible customer care.
Written: Aug 17 '11
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I puchased a Color Nook on the 4th of the month and by the 10th of the month the charging time went from the initial 3 hours to over 8 hours. By the 12th it would not take a charge. B&N tech support said they would send a new charger that I should receive by the 22nd of the month. They are attempting to trouble shoot the problem one step at a time that leaves the burden on the consumer. They have the money and I have a non-functioning product and books I cannot read. I was told that if the charger did not resolve the problem that Tech support would decide if they would send a replacement battery or replace the unit. A great stall tactic on thier behalf at my expense. When asked if they had a known issue, the tech would not answer the question. I cannot begin to tell how many times I heard, "I am sorry you are having a problem with your Nook"...it make my stomach churn. The tech recommended I e-mail B&N service with my comments. The tech was either unable, un-qualified, or un-authorized to divulge any information regarding common product failures, quality or reliability issues. This posture by B&N creates a level of distrust. For those with a manufacturing/product background, it would be interesting to see what the developers/manufacturing DVT/EVT results are. I believe they have at least one and probably multiple known product weaknesses which they are hiding/keeping close to their chest.
Recommended:
No
What product did you purchase or try to purchase? Barnes and Noble Color Nook
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