As you are all aware I am a heavy reader. I have over 3000 books in book form & over 4000 in e-book form. So it shouldn’t come as a surprise to you that I demand a eReader for myself. My father has one also. He bought his Nook Color in 2011 & I got my Nook Tablet later that year or the next year.
We did a lot of research before choosing the Nook. We thought we were purchasing a product that the company Barnes & Noble would stand behind. Though we still love our Nooks the recent problems Dad has had with his Color makes me really wonder about them. Here is what happened.
Dad uses his Nook every day for at least 2-3 hours. The Nook has approximately 2000 books on it at a time. *This is a normal thing for our readers.* About three weeks ago his Color stopped charging unless he charged it on the computer. So he called support to find out what he needed to do since we were good customers & bought the extended warranty. Ok, so the first staff was nice & told him that they would send him a refurbished Nook Color (I am guessing they don’t make the Color anymore since the tablet & hd came out). Ok, that is fine. We assumed that by refurbished it would mean that they tried the Nook Color out in the warehouse to make sure it was working. Guess what? They didn’t. The refurbished one has memory problems *says there is only 1gb storage when there should be 8gb*. Hmm…problem. So he called them back & guess what! They will only send him another refurbished one. Hmm…burn me once shame on you. Burn me twice? I don’t think so. Dad told them he didn’t want another refurbished one due to this one being broke. The staff member refused to actually answer his question about whether the next one would be refurbished or brand new. Then informed him that he needed to restore back to factory settings, do a hard re-boot, most other troubleshooting items. Hmm…he did all that before he called you. This isn’t the first time we have had issues with the Nooks, just the first time nothing fixed it. Once Dad informed her that he did all that, he asked again if the next one would be refurbished or new. Staff told him that they needed to talk to the supervisor. When the staff came back they wanted to do all the troubleshooting things again. Excuse me, but if it hasn’t worked the previous three times, I highly doubt that it will the fourth time.
My point here is, if you are going to sell a product stand behind it. If something happens to it & you don’t have any more of that type offer a discount on the next one. If your customers buy your extended warranty, than honor it! Also for crying out loud, get support staff that knows what they are doing.
So, is Dad going to buy another Nook? Probably, though no extended warranty or anything this time though. If Barnes & Noble won’t honor their warranties, he isn’t going to spend the extra $100 on the warranty. We mostly buy all our books from Barnes & Noble (2/3 of the books) & other sites. All books on the Nooks are epubs so that is not the issue with what we put on the Nooks.
I am going to see if I can get him to look at the Samsung Galaxy Tab 2 7in tablet before he gets a new one. At least, I know Samsung will stand behind their products & honor the warranties. I believe that when my Nook Tablet bites the dust then I will be looking at that one instead of another Nook.
Barnes & Noble’s Nook is a good reader for a e-reader. The major downside is that they will not stand behind their products or warranties. I find this to be very very sad. Shame on you Barnes & Noble. You should be ashamed of yourself.