Tuesday, December 21, 2010


I may have spoken too soon about getting my nook replaced! It's going to be another week or so.... And I'm not really pleased with the Barnes & Noble/nook customer service right now.

I emailed them about my issue with my nook (almost typed "crack issue" and thought better of it) on December 16 and got an automated response that basically said I would receive a response from a Customer Service Representative within 24 to 48 hours. In my email, I specifically told them that I am hearing-impaired and it's complicated to navigate their 1-800 system via Relay.

I finally got a response today -- five days later. That's quite a few hours over their 24-48 hour window. Unfortunately, they aren't going to help me via email, and I need to either go to a brick-and-mortar store or call them. Here's what they said:

"Thank you for contacting us. Because of the many things that need to be verified and processed, unfortunately NOOK replacements can only be performed over the phone. If you know anyone who can assist you, or if you have a local Barnes andNoble store, they may be able to help. We ask that you call us at 1-800-THE-BOOK (1-800-843-2665) and select option 2 for Digital Support. We are available Monday through Friday from 8AM to 11PM EST, Saturdays and Sundays 9AM to 11PM EST. Customers outside of the United States may contact us at 201-559-3882. Please accept our sincere apologies for any inconvenience this may have caused and we look forward to hearing from you. Sincerely, Kenneth Customer Service Representative - Digital Support Barnes & Noble"

I detest making phone calls via the Missouri Relay Service. They're just slow, and my blood pressure goes up when people on the other line hang up on me because they think the Relay operator is a telemarketer. So I'm either going to have to ask someone to make the call for me or risk life and limb and go into B&N during the pre- and post-Christmas insanity.
It is a minor inconvenience in the grand scheme of things, but I'm just annoyed. Annoyed because I hate asking people to make phone calls for me. Annoyed because they waited five days to tell me that.

No comments: