Yesterday, I took a trip down to B&N to get a new charger since I'm still under warranty. (This is my second NC charger btw) The end that plugs into the nook just comes loose and wobbles up and down. This has happened both times (Don't know if it's just me or what).
The first time I went in, I just had to prove that I had a NC and I got my charger for free and it was as easy as that.
The second time however, the guy at B&N was a total prick. He had to look up my serial number and this and that, and he said the only way to find it was within the software (to identify that i bought it from B&N since best buy and walmart now sell it).
So I was a bit worried (I'm running Nookie Froyo 0.6.8 haha).
So the guy just kept my nook on the charge til we could boot it up to "find the serial".
Once it was booted up, this guy was just blown away. He was so impressed by the custom rom and the fact that I was just running A2.2 that his whole attitude changed.
After that it was like "wow man, you really know your stuff" "that's so cool!" "Let me see what I can do about a charger for you!" and so on.
In the end I got 2 new chargers. 1 In the mail from B&N customer service, and one in store once they get their shipment.
Moral of the story, The whole "Warranty is void" stuff doesn't really matter if the guy at B&N thinks you have an awesome device.
Oh, and for future reference for those of you who don't know, you can locate the serial number within the Micro SD Card slot. (as long as you have that, then you have a warranty)
Glad you had a good experience, my wife had the total opposite.
Same issue, my thoughts are that the mini-USB charging port that they use is longer than a "standard" plug port, thus the leverage issues causing the connector to easily bend out of whack.
Anywho, so my wife takes in the non-recharging nook and cord, and I had put the stock image back on but didn't know that I needed to do the 9-reboot system image refresh, so there were still some rooted elements on the phone.
Worker drills down into the "extras" menu and sees the rooted apps still on the device, then proceeds to berate (with a manager standing behind her!) my wife on how rooting the nook voided the warranty and how what she was tired of "people tampering with their machine and then asking us to fix everything" for 5 minutes in a voice loud enough for half the store to hear.
Needless to say my wife (a non-techie) was extremely embarassed and upset. She at least had the presence of mind to ask the employee to try out the cord on one of the store nooks and (surprise surprise!!) it didn't work!
Since the nook wasn't the issue the store replaced the cord (wonder if this is a recall-worthy issue?) and my wife left. I have since sent a letter to the regional manager expressing my disappointment at how she was treated, but wanted to give a word of warning that if you suspect the cord just take the cord itself into the store and ask them to try it on one of their in-store devices rather than have to deal with irate and rude salespeople for an unrelated issue.
Oh man, that is EXACTLY what i was afraid of.
That really sucks that your wife had to go through that. I can only imagine how my girlfriend would have handled that. (and me when she got home :| ) haha.
The guy i talked to at B&N said that he even wanted me to show his supervisor and that she had wanted 2.2 on her NC as well.
I even left my contact info for them to reach me if they ever wanted me to do so for their nooks.
I'm just glad it went over so well because it's not likely to happen most of the time.
And I think you're totally right about the length of the charger. It IS too long and it makes it easy to bend to become lose and break!
Cstanner17 said:
Moral of the story, The whole "Warranty is void" stuff doesn't really matter if the guy at B&N thinks you have an awesome device.
Oh, and for future reference for those of you who don't know, you can locate the serial number within the Micro SD Card slot. (as long as you have that, then you have a warranty)
Click to expand...
Click to collapse
That's a great story. I'm glad it all worked out.
I had to return my nexus one and it had an unlocked boot loader. People say a lot about "warranty" without actually reading it. And a lot of haters will tell you its void cause they never took that step.
Most of the time if the problem has nothing to do with rooting or if it's a hardware problem you're good
oldweasel said:
Glad you had a good experience, my wife had the total opposite.
Same issue, my thoughts are that the mini-USB charging port that they use is longer than a "standard" plug port, thus the leverage issues causing the connector to easily bend out of whack.
Anywho, so my wife takes in the non-recharging nook and cord, and I had put the stock image back on but didn't know that I needed to do the 9-reboot system image refresh, so there were still some rooted elements on the phone.
Worker drills down into the "extras" menu and sees the rooted apps still on the device, then proceeds to berate (with a manager standing behind her!) my wife on how rooting the nook voided the warranty and how what she was tired of "people tampering with their machine and then asking us to fix everything" for 5 minutes in a voice loud enough for half the store to hear.
Needless to say my wife (a non-techie) was extremely embarassed and upset. She at least had the prexsence of mind to ask the employee to try out the cord on one of the store noos and (surprise surprise!!) it didn't work!
Wince the nook wasn't the issue the store replaced the cord (wonder if this is a recall-worthy issue?) and my wife left. I have since sent a letter to the regional manager expressing my disappointment at how she was treated, but wanted to give a word of warning that if you suspect the cord just take the cord itself into the store and ask them to try it on one of their in-store devices rather than have to deal with irate and rude salespeople for an unrelated issue.
Click to expand...
Click to collapse
This never happens to me or my wife . I have a talent for embarrassing purple in public. One I almost never get to use since I believe people shouldn't be treated that way. I would have probably taken a trip down there to chat with them. Good job on the letter and keeping your cool. This was all done In front of the manager? And what is their machine? It wasnt "ours" on the receipt....
One thing I noticed over the weekend on a car trip - it seems that the charger from my droid works just fine on my Nook (though not vice-versa due to the prong length), so if they give you warranty hassles you might have a cord lying around to use as a backup.
My charger is doing the same thing. I have had my nc since saturday, the plug was already bent slightly. I thought ok, it must be that way on purpose until sitting with it charging and my hand bent it back the right way. Recall sounds about appropriate. I think if it gives up. I will pay the 25 bucks to avoid such cases... you never know how they are going to react to the warranty/rooted thing.
I did have a similar scare with my phone. It was severly tweaked. The screen went wacky and when i called to get an insurance replacement, they sent a warranty replacement instead. Needless to say i was never so glad that they acidentally sent the replacemet to california rather than colorado. In the extra trip time, my phone died completely and i still haven't been charged for the warranty/rooting issue
Whew...
Moral is, I have had my NC for less than a week and may need a new charger soon...
Sent from my Nook Color using taptalk
A standard Micro USB charges the Nook just fine, just takes a little bit longer then the Nook cable. I keep the nook one by my bed, and just use the cable that came with my Samsung Moment for my desktop/laptop.
Nburnes said:
A standard Micro USB charges the Nook just fine, just takes a little bit longer then the Nook cable. I keep the nook one by my bed, and just use the cable that came with my Samsung Moment for my desktop/laptop.
Click to expand...
Click to collapse
Does the standard cable have the neat glowy bit? Though I agree its a good substitute when you need a new one. They should fix their **** and not use our rooting as an excuse.
Nburnes said:
A standard Micro USB charges the Nook just fine, just takes a little bit longer then the Nook cable. I keep the nook one by my bed, and just use the cable that came with my Samsung Moment for my desktop/laptop.
Click to expand...
Click to collapse
Yea i do the same. I bought some cheapos from Monoprice.com and they work excellent.
and for those of you that have not heard of monoprice. I ordered 4 10 foot gold plated connectors, w/ ferret magnet HDMI cables, and 4 10 foot Micro USB cables for 30bucks shipped.
Shameless plug but saving money is good.
-RioT- said:
Does the standard cable have the neat glowy bit? Though I agree its a good substitute when you need a new one. They should fix their **** and not use our rooting as an excuse.
Click to expand...
Click to collapse
I'm telling you right now if i need to replace my USB cable i'm walking w/ an old one and walking out with a new one. The USB cable has nothing to do with the rooting process. nor the rooted device. It's completely a defective part regardless of the condition of the device.
Nothing like lousy customer service to upset your customer base. When you receive lousy service you're more likely to talk about it with family and friends then you are if you receive good service. That's not to mention the fact that your spending money in their store/place of service is what pays their salary.
Good for you for writing to the regional manager and calling the employee and manager out on their lousy service.
amstarshine said:
Nothing like lousy customer service to upset your customer base. When you receive lousy service you're more likely to talk about it with family and friends then you are if you receive good service. That's not to mention the fact that your spending money in their store/place of service is what pays their salary.
Good for you for writing to the regional manager and calling the employee and manager out on their lousy service.
Click to expand...
Click to collapse
lol so true. Look ad this thread for example. It was actually about a god experience but one bad employee (and a bad manager) set off a chain of ugly.
For some reason these types of employees have this mindset that they are helping the company's bottom line by pulling this kind of stuff when it comes to returns, exchanges, warranty. In reality...this kind of treatment is exactly why people start boycotting stores and taking their business elsewhere.
Like they say...don't bite the hand that feeds you.
come on guys just read all the threads on here about people returning their 'broken' nooks to b&n after they screwed them up.
obviously this person had too many bad experiences and took it out on someone they shouldn't have.
just try to think about what these people have to deal with every day before you get all judgmental.
lafester said:
come on guys just read all the threads on here about people returning their 'broken' nooks to b&n after they screwed them up.
obviously this person had too many bad experiences and took it out on someone they shouldn't have.
just try to think about what these people have to deal with every day before you get all judgmental.
Click to expand...
Click to collapse
When you work in customer service you can't go all ape**** on someone just because you had a bad day. That's just not a valid excuse. Either you give them what they want or you deny them in a courteous and respectful manner. If they don't accept your answer that's what your manager is there for. In this particular scenario, it sounds like the manager was already there. But regardless...you should never put yourself in a position where the customer can say that you were treating them poorly. Even if you were correct in your assessment of the situation, things can still go bad for you.
If you can't keep your cool, you probably don't want to have a job where you have direct interaction with customers.
My job is nothing but customer service all day. Do I deal with people who drive me nuts and try to advantage of me? Of course! But that doesn't mean I let them know that. There are professional ways to handle those types of situations and then there are the ways that get your company talked about in a negative manner on forums such as this.
I'm not judging. I have over 20 years of customer service experience. I know what good service is and what it means. It's what keeps people coming back to the place you work. It's what pays your salary at the end of the day. That and honesty.
Let's be honest here...do you keep going back to places of business where you get lousy service time after time after time? Most people don't.
Related
I've been using the Tilt since late January and have treated the thing like a king....but today it died. The guy at the AT&T corporate store said it was a battery problem...so he replaced it and it worked for like an hour. He now says that the phone is defective.
He is having a new one sent to me and it will be here in 5 days and when I get the new one I don't want it anymore........I will gladly sell the thing for $250 plus shipping. If any of you want a spare or know someone who would like one please let me know. I bought another phone while at the phone store so if nobody buys it from me I'm throwing it in the trash.
Sorry to hear about you problems with the Tilt..... What are you going to replace it with?
Well, that's a completely stupid & ignorant statement.
If you're willing to throw it away, why not donate it to one of those charities that supplies phones to domestic violence victims.
Or to one of the masters of XDA, preferably in another forum to steal away another bright mind to come to Kaiser, or to someone working on porting drivers.
GSLEON3 said:
Well, that's a completely stupid & ignorant statement.
If you're willing to throw it away, why not donate it to one of those charities that supplies phones to domestic violence victims.
Or to one of the masters of XDA, preferably in another forum to steal away another bright mind to come to Kaiser, or to someone working on porting drivers.
Click to expand...
Click to collapse
This will be the third Tilt I've received and I'm tired of this poorly designed phone, so think of it this way. Getting a few bucks out of the phone will help me recoup some of the money I've lost, but donating the phone to a charity is idiotic because it's not nice to give something that's essentially broken by design. If I give it to a developer here I'm out even more money on shipping, and I'll never hear the end of it for *donating a defective phone. I'll just be asked why did I bother it's just junk. Making the transfer a financial transaction I can make the other party responsible for their actions by full disclosure.
Did you really setup an XDA account just so you could post your complaints?
liquidsilver said:
Did you really setup an XDA account just so you could post your complaints?
Click to expand...
Click to collapse
Nope, read 1st post.
i found website that might help you want to throw away a tilt http://www.albinoblacksheep.com/flash/youare
after seeing quite a number of posts about dead tilts...often with it being the 2nd, or even 3rd+ tilt that has died...
i'm wondering if perhaps some of these issues are related to voltage regulation.
in other words, maybe the tilts are getting fried due to over/under voltage issues...whether it be from bad a/c at the house, or from the laptop usb port (i know when i plug my tilt into one specific computer i can "feel" the electricity in the buttons...that can't be good)...or from starting the car with the tilt in the cigarette lighter (i wouldn't ever advise that), or just from a faulty charger.
over time any of the above issues could kill any electronic device.
maybe the tilt is just more sensitive to voltage issues than other phones.... and so when one tilt is replaced, the next one dies too...because the same over/under voltage problem is still present. ...just a thought...i haven't experienced any problems with my tilt...yet
...but i have had pieces of electrical equipment die or malfunction due to voltage problems.
casenickles said:
I've been using the Tilt since late January and have treated the thing like a king....but today it died. The guy at the AT&T corporate store said it was a battery problem...so he replaced it and it worked for like an hour. He now says that the phone is defective.
He is having a new one sent to me and it will be here in 5 days and when I get the new one I don't want it anymore........I will gladly sell the thing for $250 plus shipping. If any of you want a spare or know someone who would like one please let me know. I bought another phone while at the phone store so if nobody buys it from me I'm throwing it in the trash.
Click to expand...
Click to collapse
When do u take ur trash out?
I'll buy it for $50
GSLEON3 said:
Well, that's a completely stupid & ignorant statement.
If you're willing to throw it away, why not donate it to one of those charities that supplies phones to domestic violence victims.
Or to one of the masters of XDA, preferably in another forum to steal away another bright mind to come to Kaiser, or to someone working on porting drivers.
Click to expand...
Click to collapse
Not to mention irresponsible, I don't know how it is where he lives, but here in California anything that plugs in or takes batteries MUST BY LAW be recycled at a proper facility, that stuff can leach all kind of nasties into the environment.
casenickles said:
This will be the third Tilt I've received and I'm tired of this poorly designed phone...
Click to expand...
Click to collapse
Just curious... What prompted the first replacement?
californiarailroader said:
Not to mention irresponsible, I don't know how it is where he lives, but here in California anything that plugs in or takes batteries MUST BY LAW be recycled at a proper facility, that stuff can leach all kind of nasties into the environment.
Click to expand...
Click to collapse
I live in Columbus Ohio and I take all my electronics to the local DIY store as they do recycling there and not at the community I live in. Saying I'm going to throw it in the *trash is my way of saying I'm going to get rid of it with other similar junk people don't want anymore.
In fact I must take all my electronics to a recycling place because my community will fine me big time if I take it to the dumpster that they rent.
I'm from MI and they do far less recycling there so when I was a kid basically anything that had lost it's use was *trashed, even if it went to a recycle bin somewhere.
gavink said:
Just curious... What prompted the first replacement?
Click to expand...
Click to collapse
My first Tilt went crazy on me around day 2-3 when it just started to jumble all the characters on the screen and redraw images in random pixelated blocks of ****. So I took it to the store I got it from and they verified that it was a crazy phone and gave a me a new one on the spot.
con_ritmo said:
after seeing quite a number of posts about dead tilts...often with it being the 2nd, or even 3rd+ tilt that has died...
i'm wondering if perhaps some of these issues are related to voltage regulation.
in other words, maybe the tilts are getting fried due to over/under voltage issues...whether it be from bad a/c at the house, or from the laptop usb port (i know when i plug my tilt into one specific computer i can "feel" the electricity in the buttons...that can't be good)...or from starting the car with the tilt in the cigarette lighter (i wouldn't ever advise that), or just from a faulty charger.
over time any of the above issues could kill any electronic device.
maybe the tilt is just more sensitive to voltage issues than other phones.... and so when one tilt is replaced, the next one dies too...because the same over/under voltage problem is still present. ...just a thought...i haven't experienced any problems with my tilt...yet
...but i have had pieces of electrical equipment die or malfunction due to voltage problems.
Click to expand...
Click to collapse
I'd like to think your on to something, but in my case I've tried several different chargers in several different places and even different branded batteries, and still a no go on getting a properly functioning Tilt.
AthenaLod said:
When do u take ur trash out?
Click to expand...
Click to collapse
When my surveillance cameras catch trash stalkers giving up and going back to their cardboard box homes. I might have some water repellent spray left I can throw in the trash for ya to weatherize your place.
d00mz said:
I'll buy it for $50
Click to expand...
Click to collapse
When you learn to count higher come back to the negotiating table jr.
casenickles, go check ur PM inbox!
Thanks for all the pm's everyone. When I get off work 3pm Eastern I will respond to all of you.
I'll give ya $125 right now.
I purchased the phone about a month ago, from the day I purchased it the camera did not operate correctly. I took my device to the store in an attempt to get it replaced with a new one. Unfortunately for me my camera just happened to work that day which was also the last day of the 30 day warranty. The guy pretty much said that he couldnt help me because my device worked, but then he gave me this number saying that if there is any further problems they will take care of it. So I call the ATT warranty department the next day (my camera broke again) and they said that they were sending me a REFURBISHED phone. I talked with them for 2 hours and they pretty much sait there is nothing they can do.
So I get this refurbished phone and right out of the box it looks of poor quality, I later find out that no matter what I do, the device will not charge. So I send in for another refurb which is of even worse condition and this one wont sync to my PC.
Do any of you guys have any ideas that could help I called the warranty department and coustomer care TWICE, asked to speak to both supervisors, threatened to change my entire family's service and they dont reply with anything except that the phone can not be replaced with a new phone. What do you think I should do?
dude that sucks!
ive never had a problem gettin a swap out.. and i bricked my first tilt..
u need to speak to managers and managers only, throw a fit make a scene in the store they'll work with u!
Learn from your mistake so you don't repeat it in the future. If you have an issue with a phone within the 30 day period, make sure it's fully taken care of within that time frame. Unfortunately you took some clerk's word for what would happen instead of double checking yourself.
AT&T most likely isn't going to do anything more from you. They have pretty good customer service and retention, but it is within their rights to give you a refurbished phone.
I also find it hard to believe that they shipped you two refurbished phones that right out of the box appeared to be of "poor quality." If the phone's had a shoddy appearance they wouldn't have been sent back out.
If your next replacement (refurb) is not functional, then tell them that it is getting ridiculous that you have had 3 replacments and they were all bad (again, I find that dubious). If the phone's are malfunctioning to any extent that you can't make calls (like a phone won't recharge) then they should be crediting your account on a daily basis when you can't use the phone.
Lastly, you can threaten to go to your credit card issuer (assuming you bought it with one) or to the BBB. Again, these are mostly threats, and I don't suggest you follow through unless you are truly getting bad refurbs 3 times in a row. Don't just take a negative attitude and look for problems becuase it isn't a new phone...you aren't likely to get one.
However, you could realistically cancel your service, and then refuse to pay any cancellation fees because they weren't honoring their end of the deal by providing you with functioning equipment. Even though you might have a leg to stand on....it will still probably get sent to collections and mar your credit.
Of the refurbs I got, these were in the condition I stated. When I called ATT they said something along the lines of 'every once in awhile a bad one slips through, but its pretty rare.'
I don't doubt a bad one slips through.... but two in a row....
What I am saying is third time is a charm...you can't keep getting bad ones
Also, I know how it can be mentally (as I would feel the same way) that a refurb just isn't as good and you would rather have a new one even if you saw a refurb pass every single test.
Try for #3 and if you are still out of luck...go with the other poster's suggestion and make a scene in the store
This reminds me of when i had the 8525 hermes. I was sent about 3 phones from them that were of bad quality. Bluetooth problems and yellowish tint screen.. The unwritten rule is that after 3 phones youre sopost to get a upgrade of the latest comperable model. Right now the tilt is the latest pocket pc but at the time, the tilt replaced the 8525 and thats how i recieved my tilt..
Moral is.... wait til the next ppc comes out and make a scene.. but also bring that point up to warranty replacement.
bengalih said:
I don't doubt a bad one slips through.... but two in a row....
Click to expand...
Click to collapse
Happened to me last week, two bad ones, and a third one that was good. It's possible, and somewhat probable for a scenario like that to occur. It's not like saying he put a million dollars on "00" at the roulette table and won
I'm on my fourth tilt in 6 months. The first one got fried by an ebay charger (I think) my daughter threw the next one and messed up the display (can't believe they haven't charged me for that one... yet) The third did't sync with my PC like one of yours and the forth one's been great. All of the replacments have been refirbs but have looked as good as new with the one being bad out of the box.
I agree with bengalih just get another one if it's bad you'll know right away if not it should be perfectly fine.
mtbjoe said:
I'm on my fourth tilt in 6 months. The first one got fried by an ebay charger (I think) my daughter threw the next one and messed up the display (can't believe they haven't charged me for that one... yet) The third did't sync with my PC like one of yours and the forth one's been great. All of the replacments have been refirbs but have looked as good as new with the one being bad out of the box.
I agree with bengalih just get another one if it's bad you'll know right away if not it should be perfectly fine.
Click to expand...
Click to collapse
well now we know why AT&T sometimes has such a sweet deal on refurb tilts LOL
Ok you said the second phone couldnt sync to pc. If you search through this forum I guarantee there is a fix for that.
Switch providers and tell them that you are making the switch because of the level of service (with details) that you have to date.
deathpulse said:
Switch providers and tell them that you are making the switch because of the level of service (with details) that you have to date.
Click to expand...
Click to collapse
HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA
Wow Sorry I'm not laughing at you, I'm laughing at the insinuation that they would actually care. The sad fact is T-Mobile Is worse in service availability. And Sprint? I wouldn't wish that on my enemy.
Here is a link: http://www.mobileburn.com/news.jsp?Id=4607
No BS this will work !!
I got a brand new custom built HP laptop ( to replace my custom built 2yr old laptop w/ 3yr accidental damage protection) because I followed the same advice I am going to give you. Similar situation with my laptop...sent it back twice, never fixed it right, 14 phone calls, over 450 minutes with customer support and such..won't bore ya with the details
Here's what I did...
Got all my phone records to them together
Had all the invoices etc together
Called and told them I had been "advised" that I had to give them one more chance to make it "right" ! Implying I had legal advise....Then I told them I was going to take them to small claims court..Period !
YES I was going to take them to court cause statistically they always settle!
If not I had my records and was in the right !!! Like you seem to be
Be stern, firm and assertive, not angry or yelling. I basically told them what will happen if they did not make it right...they folded like a cheap lawn chair and I got a brand new custom built $2000 laptop plus a full 3yr accidental damage warranty!
I still get a rush thinking about it !!!
I understand what you mean, but I am completely unprepared to take them to court over such a minor issue. Im going to expend all of my other options first, I still have to go back to the store and argue there that it is there fault because they did not support there 30-day return policy in the first place. The man let me walk out of the store with a broken phone. I should have handeled it then but I didnt realize I would be dialing in and getting more refurbs.
Also, my third refurb arrived today, the device functions completely as intended. The problem now is that the keyboard on this new device does not seem very responsive, or at least, not nearly as responsive as the keyboard on my first device (which I still have). I am upset with this as my other Tilt is in premium condition, not a single scratch. I think I am going to return this one as well.
not good
hey I work for the company and
1. they kinda HAVE to exchange your phone in store if you got it over the phone, over att.com or at a corporate store. if you are within 30 days the rep should do the exchange, the rep u got was an A*&*LE. some act like the store stock and shipping cost come from their pocket.
2. if you get an idiot customer svc rep just hangup and call back , sometime u have to bend the truth. say u have a phone that drops calls ( they are afraid of this) and u tried ur friend's SIM card and still does not work correctly.
3. sorry you did not come to my store.(NY)
4. almost impossible to get a new phone through warranty or insurance.
5. if ya'll have any Q's bout stuff PM me.
out...
This is exactly why sometimes the "best deal" is not a good deal...
I only buy my phones from the bigger retailers, Best Buy & the company directly....
Mom & Pop shops, and online retailers:
- Cheaper up front, can usually get you the best deal if you read the fine print and agree
- Usually require a 2nd contract stating you will not change you plan (or features) within 6 months to 1 year or they charge you a penalty (usually $200 for removing OR changing the kind of data service from a phone like the tilt-- ex.: change from Unlimited data $30/month to Unlimited data & Text for $50/month, you broke the contract, they will charge you $200)
- Do not have to accept returns. Returns are done by companies as a 'favor' -- they are not required by US law (for most stores/products, some exceptions)
Big retailers or the Service Provider directly:
- Always have a return policy
- Almost never require a 2nd contract agreeing to keep features
- Usually $25 more for basic phones, up to $100 more for smartphones (they do not require Data, which most M&P/Internet sites give you $75-$100 off for getting and keeping for 6 months)
Other nice advantage of Big Retailers: If customer service at one place gives you no help and you're within reason to return it... go a few miles to another location and try again.... (again, if you're trying to return something 45 days later, you'll probably get no help where ever you go)
This wasnt a 'Mom and Pop' Shop, it was an official retailer. I was going to get the phone at a smaller AT&T but they said I would have to go to an official store that carried there high-end products. When I bought the phone the person I bought it from, I believe I have his buisiness card, but I will check later, allowed me to open the box in the store. He then told me if I wasn't satisfied I had 30 days for a return or replacement. I came back, 29 days later and they said that I had to call there warranty department because the device was not broken, and there fore he could not replace it. Essentially, they lied to me.
If it's not an AT&T corporate store, it's a Mom & Pop shop...
If they say "Authorized Retailer" they are not directly AT&T, they are reselling AT&T services and do not have to follow AT&T Corporate return policies...
Most of these locations are owned by individuals, or groups of individuals, as a business venture...
Keep in mind, anywhere from 50 to 85% of Wireless stores are NOT corporately owned by their service provider, and all of them (except T-Mobile) are allowed to put giant signs on the front of the building saying "AT&T" "Verizon" or "Sprint"... Sprint requires "Authorized Dealer" added to the logo, T-Mobile requires you to name your store something, and if you use T-Mobile logo it can be no more then 25% of the total sign space. AT&T I don't know the exact policy on their signage, but should require "Authorized Reseller" in the sign...
Of course, people can ignore these requirements, One of my old bosses did.. Hence why he's an old boss..
Quick Tip:
If they don't offer the IPhone they are not corporately owned...
At least in the DC metro area, every corporately owned AT&T store has a live active IPhone on display for customers to try
fizzie said:
I got a brand new custom built HP laptop ( to replace my custom built 2yr old laptop w/ 3yr accidental damage protection) because I followed the same advice I am going to give you. Similar situation with my laptop...sent it back twice, never fixed it right, 14 phone calls, over 450 minutes with customer support and such..won't bore ya with the details
Here's what I did...
Got all my phone records to them together
Had all the invoices etc together
Called and told them I had been "advised" that I had to give them one more chance to make it "right" ! Implying I had legal advise....Then I told them I was going to take them to small claims court..Period !
YES I was going to take them to court cause statistically they always settle!
If not I had my records and was in the right !!! Like you seem to be
Be stern, firm and assertive, not angry or yelling. I basically told them what will happen if they did not make it right...they folded like a cheap lawn chair and I got a brand new custom built $2000 laptop plus a full 3yr accidental damage warranty!
I still get a rush thinking about it !!!
Click to expand...
Click to collapse
I worked for Acer Computers and they *****ed out with customers every single time something like this happened. This is sound advise
I returned my Nook and got a new one and was amazed at how much better the screen is. Mine had a slight bleed at the bottom I wasn't sure if that was all of them or not.
Anyways aside from the bleed gone, the screen is much more vibrant and clear. Just an fyi if anyone has a weird screen don't settle!
Cool, mine has a dead pixel that appeared only 2 days after I purchased it - I've been debating whether or not it's worth the time to reflash back to stock, etc... etc... and exchange it. I think I will.
My first nook had white splotches on the screen. I took it back to the store and the guy wouldn't exchange it. As soon as I told him I wanted my money back he changed his mind and gave me another one. He was a ****.
Then, after a week, the nook started creaking and squeaking all around the bezel. I called to get it exchanged. They said I had to go into the store. I went into the store. They said I had to do it online or on the phone. I called on the phone and argued with some lady for 30 minutes after which she told me that if I sent my current nook back and they didn't think anything was wrong with it, they'd charge me $250. I hung up and called right back and got a woman who was ok and told me the other lady was an idiot. Thanks guys.
I received my third nook in the mail. The A/C charger jack was broken. I couldn't put the jack in. So i called to get this replaced and argued with some guys in India for an hour and finally got a replacement.
I'm on my 4th nook. Barnes and Noble sucks and I will never buy another electronic device from them again.
Yeah I was not impressed with their phone support either. All these companies not only outsourcing to India but only allowing the support person to use scripted conversation is even worse.
I called to deregister a device since I forgot to deregister before returning a NC and the lady was an idiot reading from a script she didn't even understand.
Roku is another horrible company for India scripted phone support.
Unfortunaley India gets beat up a lot by Americans for this when it might not be so bad if the scripts were taken away and they just hired smarter people.
I got mine at best buy, and getting it replaced for the phantom ghost tap issue was easy as pie. The new one works great. The girl at the counter was kinda cute too, so it was like win-win!
indagroove said:
I got mine at best buy, and getting it replaced for the phantom ghost tap issue was easy as pie. The new one works great. The girl at the counter was kinda cute too, so it was like win-win!
Click to expand...
Click to collapse
is the return policy at best buy 14 days too?
wpbear said:
Yeah I was not impressed with their phone support either. All these companies not only outsourcing to India but only allowing the support person to use scripted conversation is even worse.
I called to deregister a device since I forgot to deregister before returning a NC and the lady was an idiot reading from a script she didn't even understand.
Roku is another horrible company for India scripted phone support.
Unfortunaley India gets beat up a lot by Americans for this when it might not be so bad if the scripts were taken away and they just hired smarter people.
Click to expand...
Click to collapse
When I called BN phone support, they were not in India.
t3rabyte said:
tldr..
I'm on my 4th nook. Barnes and Noble sucks and I will never buy another electronic device from them again.
Click to expand...
Click to collapse
My wife and I both got a NC, same store, about a month apart. Both of ours work perfectly.
Don't assume because you had 2 problematic NC's doesn't mean everyone has, or that overall quality is bad. (Yes, I said 2.)
The only issue with my screen is some binding/pinching where the bezel meets the LCD which causes slight bright spots at the bottom edge. I've seen this same issue with lower quality LCD monitors. Otherwise pleased with screen quality. Having worked in electronics manufacturing, I came to learn how variable quality control can be with some manufacturers.
Best Buy has one month reuturns but after that your screwed unless u buy insurance. my 1st NC ate an 8 gig microUSB and started bleeding by the vol. B&N took sent another straight away with postage paid for the return. NO PROB and they do have a vibrant screen from all angles.
a case would keep your nook safe from most screen probs, and be shure to line up your mcards.
EverythingNook said:
is the return policy at best buy 14 days too?
Click to expand...
Click to collapse
Technically yes, but they will help with warrenty issues after that date to some degree as well.
n8nmad said:
Best Buy has one month reuturns but after that your screwed unless u buy insurance.
Click to expand...
Click to collapse
I did buy the insurance, but didn't have to use it even though it was something like 45 days or more after I bought it. I brought it in planning to use the insurance (which is a one time shot apparently), but she told me they could just do it as a warranty exchange since it was so new. I'm not really sure how long they extend it for, but I was happy.
khaytsus said:
tldr...
Don't assume because you had 2 problematic NC's doesn't mean everyone has, or that overall quality is bad. (Yes, I said 2.)
Click to expand...
Click to collapse
Wow, yeah, my post was just soooo long.
If you read it, it said I had three bad nooks (Yes, I said 3). I never said everyone has bad ones. I said I won't buy from them again because their support sucks and their products are defective.
Maybe next time you comment on a post, read it first.
My first NC was defective. It had a bad accelerometer and/or a bad power button. Essentially, if you set it down occasionally it would act as if you pressed and held the power button and then tapped OK to shut down the tablet.
Here's a vid I took of it to convince the BN store staff I wasn't going nuts:
YOUTUBE DOT COM/watch?v=Zfit4oG4WaA
I'd bought the extended warranty but this happened within the first week of ownership. I talked to the manager of the store where I bought it and she swapped it for a new one and applied the warranty to NC #2. I'd heard the phone support was horrible, so made it a point to buy it locally. I'm glad I did.
I'm loving my new one. I'm going to Hawaii in a week and, for the first time in my life, will be travelling without a laptop. All I'm taking is my NC and a BT keyboard for it.
Are you sure you had a problem? Because khaytsus bought one for himself and his wife and didn't have any issues LOL
Wow, good thing the store owner was helpful. The guy on staff at my local BN refused to do anything and said all returns or exchanges definitely needed to go through the website.
I'm still not happy with my current Nook. The panel below the "N" button is depressed on both sides. But I'm sticking with it for now.
Backlight bleeding is pretty much the norm for any LCD screen. I've seen it on desktop monitors, TVs, laptops, tablets...etc. It will exist on even on the top of the line models and "best" brands.
If you just have only some slight backlight bleeding, I would discourage you from trying to exchange it. You're likely to get something worse like dead pixels.
I spent half an hour one the support line a second ago because my USB cable fried. The lady tried to have me enter my credit card number for some reason so I could buy "NOOKBooks". I argued with her for about 5 minutes and then she told me all I need to enter is my shipping address. She said that they would mail the replacement cable free of charge in 24 to 48 hours.
I didn't spend anytime on hold even though the automated message said that they are flooded with tech support calls.
wpbear said:
it might not be so bad if the scripts were taken away and they just hired smarter people.
Click to expand...
Click to collapse
Smarter people ask for a lot of money (if they are paying more money then whats the point of outsourcing) even in India only those who can't really find another job for themselves take up job's in call center's.
well I just returned my nook with a transformer incoming... i sure hope it has as good of a screen or ill prob end up another nook. lol
Guys, I'm not a fan of lawsuits, but I think B&N knows for sure that their cables sucks, and they are doing nothing to fix it.
Changing the cables is not a real solution, cause after 12 months, a cable would probably break, and B&N would ask 15 dollars for a replacement.
So, I need a service agreement that we get at purchase of the NOOK COLOR/TOUCH, and when one purchases a cable/charger alone.
By the way, what do people think of a Class Action Suit on this?
Anyone?
I feel like b&n has treated me pretty well in regards to the cable. Replaced three at no charge. Plus the nook charges faster than any other mobile device I've ever had, with a pretty stout battery life.
And, in my opinion, class action suits are generally just lawyer-driven cash grabs. The lawyer sees an opportunity to file a suit, gathers up some likely plaintiffs and files. The company being sued either settles or it goes to court for a couple years. At the end of the day, the lawyers get their 30% and the people they represent end up with a check for $2.75 each.
I guess that's an okay return if all they want is your signature, but I would hate to see the advances b&n was attempting be discouraged in the future just so I could get a free McFlurry.
The cable isn't perfect, it breaks way too easily. They have handled that known problem satisfactorily to my mind.
Yeah, I know that CAS are mostly a lawyers thing.
But with this one, I want B&N to change their cables design/manufacturing.
No matter how many they change, as soon as it is broken, you are left with a powerless nook.
And there would be a moment where your 12 months warranty would expire, and you would have no more option than buy a new one, at a ridiculous high price.
It is a shame that they did not have a better design... I bought my nook color in Feb 11. The cable plastic split at the led "n" housing junction within a month. They sent a replacement that WAS better, but it too split, this time at the wall charger USB junction. Of course, now my warranty is up. My solution is not pretty, but it works - electrical tape from the hard plastic housing down the cable from both ends, layered enough to support the split cables. It's been two months now, and it works just fine...
Personally, I'm not sure this issue rises to the level of legal redress. They were pretty good about the initial replacement, and a warranty is term defined for a reason. The second cable lasted much longer than the first generation cable I received with the nook. I can only imagine that the nook tablet cable is better than the second generation cable I received as a replacement. And so it goes... my 1/2 cent worth.
Well, if you check B&N comments of buyers, it MUST be obvious to them they need to fix it.
And they are on their 3rd gen cables, and still the same sh*t.
This is the type of quality you can accept on a 5 bucks cable, not on a 15(!!!) dollars cable:
http://www.barnesandnoble.com/p/nook-color-nook-tablet-charging-cable-in-asphalt/23055743
http://www.barnesandnoble.com/p/noo...-nook-simple-touch/23055765?ean=9781616873981
http://www.barnesandnoble.com/p/car-charging-kit/20093219
Just look at the reviews.
My God man... Geez it uses a standard Micro B usb cable
dub ya dub ya dub ya . cellphoneshop.net/usbdacaforsa95.html?CAWELAID=1316950185&gclid=COfup43S3a8CFaVdTAodl2guAQ
this one wont break because it doesn't have the pretty little led "N" on it. I guess the $2.75 from the lawsuit would pay for one of these, but wouldnt you die a little inside?
No. A standard USB cable would do a slow charge of a nook color.
You need a special cable, sold only, as far as i know, by B&N.
This has been documented befor on XDA.
And even if it was a simple cable, selling a defective by design is not something nice.
And again, I do not want money, I want B&N to improve their cable.
kwanbis said:
No. A standard USB cable would do a slow charge of a nook color.
You need a special cable, sold only, as far as i know, by B&N.
This has been documented befor on XDA.
And even if it was a simple cable, selling a defective by design is not something nice.
And again, I do not want money, I want B&N to improve their cable.
Click to expand...
Click to collapse
"slow charge" is very different from "left with a powerless nook". I charge mine fairly often overnight with a standard cable and it works fine just slower. I don't like the quality issues or the lack of improvement either, but I don't think you're helping your argument along by exaggerating.
I use my hp touchpads charger cable and the charge time difference is negligible.
boomn said:
"slow charge" is very different from "left with a powerless nook". I charge mine fairly often overnight with a standard cable and it works fine just slower. I don't like the quality issues or the lack of improvement either, but I don't think you're helping your argument along by exaggerating.
Click to expand...
Click to collapse
It was just a way of expressing that you can be without power at any moment.
With such a terrible constructed cable, you need to have two on your bag.
But the main point is simpler and more obvious.
B&N is selling a defective by design product at a very expensive price, for at least two years, they known it, and they have done nothing to fix it.
If you feel B&N is doing fine, by selling you an overpriced, defective by design accesory, great, you do not need to be part of the CAS.
The cable sucks (very poor design) and class action also sucks. By the time it goes through they probably will have a redesign or a second party will be providing them.
I think it is a valid point that the sucky cable could leave you without power at any given time. Mine broke while traveling. The problem is that its fine until it isn't. It seems not to be a matter of if but when.
I do agree with yoi, I'm not a fan of any trial/suit either, but I also believe they need to learn.
They moved from Nook Color to Nook Table, and the same shi*y cable!
Well TBH, If I had this much grief from B&N I would just sell the NC and go for a kindle fire. I hear the KF's have superior durability.
kwanbis said:
If you feel B&N is doing fine, by selling you an overpriced, defective by design accesory
Click to expand...
Click to collapse
I haven't said anything of the sort so please don't twist things like that. I don't like it either
boomn said:
I haven't said anything of the sort so please don't twist things like that. I don't like it either
Click to expand...
Click to collapse
Sorry if I misunderstand you, but it sounded like you where defending them.
Anyway, I said if, and was not only directed to you, but also in general.
turdferguson92 said:
Well TBH, If I had this much grief from B&N I would just sell the NC and go for a kindle fire. I hear the KF's have superior durability.
Click to expand...
Click to collapse
I don't know about that. This is just about the usb cable not the device. My little Nook is pretty tough including surviving being dropped on concrete and an African Safari.
J515OP said:
I don't know about that. This is just about the usb cable not the device. My little Nook is pretty tough including surviving being dropped on concrete and an African Safari.
Click to expand...
Click to collapse
Same here. The ONLY problem is the cable.
oh stop already. CAS only benefit lawyers. if you're so upset go to small claims court. i'm sure you'll either win the price of a cable, or if B&N's law firm decides to show up, they'll offer you a free cable in settlement. HAVE FUN!!!
J515OP said:
I don't know about that. This is just about the usb cable not the device. My little Nook is pretty tough including surviving being dropped on concrete and an African Safari.
Click to expand...
Click to collapse
Oh I agree 100% I was just stating that if I hated a company that much, I would just switch over to the competitor. But believe me, I love my NC and have had no problems whatsoever from B&N
Hmmm, seriously what have you guys been doing with the stock cable??? Abuse it?
I have my refurbished NOOK over a year and my cable is not only working just fine but still look like new.
What did you guys do with it? Fishing? Bow-tying? Neck-hanging?
Hi all,
I just wanted to share my experience with Google Play in Germany. I am a native of Australia, but I have been living in Germany for about three years. As such, my German language skills are pretty good, but I often find it hard to speak over the phone. I noticed that my Nexus 7 has left side screen lift a week ago; I have a C8O, which is otherwise perfect, but I figured I should be completely happy with the device and not just partially happy. I also wanted to avoid any possible problems in the future. Additionally, the capacitors in my charger sound like they are going to pop at any second, so that was also of concern.
Anyway, I called their customer support, and the person I dealt with (Annette) was fantastic. She was patient with me, and when I described the problems, she straight away offered an exchange for a new device. So, I will order a new device today, and ship the problematic tablet back after I receive the new one. Which means I am not tablet-less; another surprise. Lets see how the return process goes, but so far, so good. Fingers crossed I receive a C9O with no manufacturing defects and a charger which doesn't sound like its about to explode!
Cheers,
0
That is great.
I live near Germany and I got my Nexus 7 with 1 bad pixel, considering for RMA...
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
erica_renee said:
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
Click to expand...
Click to collapse
I've seen so much of this about, what a terrible method of a returns process, charging you for another device because the device you bought is broke?
What if it was a kid who'd saved all his pocket money to get the device, only for it to be broke, do they expect that kid to spend night and day doing paper rounds so he can buy a second, in order to return the first?
Sounds to me like this is their plan, and hope that alot of the customers do not complain and therefor they have sold that person two devices.
Very bad move of Google and totally destroying for their reputation in my opinion.
erica_renee said:
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
Click to expand...
Click to collapse
I am hoping that this won't be the case - They have not yet informed me that I will need to purchase a second device in order the RMA the first I purchased. Until they tell me that, I will wait and see. Regardless, German banks are, in my experience, very particular about fraud; I have contacted my bank previously about a charge which I didn't recognise and it was reversed the same day. I will see what happens, but thanks for the heads up
google will send you a email with a link in it. This link is to start the replacement process. What it does is charge your card for a second device. They send it to you. When you receive it you send them the old device.. Then you have to wait . after 14 days you call them to get the charge taken off your card. then it takes them about 3 weeks to get back to you. then a week or so later if you keep calling it will show up in google wallet that its been refunded.. (This is where im at in the process) . Im told by google they have given me my money back and to call my bank. My bank says THEY HAVE NOT and to file fraud charges. This cost 65.00 per device so i have waited and been putting pressure on google.. I will file the charges monday. I Asked my lawyer friend and he says that he might be able to MAKE Google come to Kentucky for a small claims case for the charges .
I Would if you can try to contact asus and see if they can let you send it to them to be REPAIRED.. atleast you know someone will be looking at it . If you go thru all of the above and end up with another bad device . Asus thou i think there support is lousy here in the us.. Are for better then Google..
Just my opinion sorry if i took this thread in the wrong direction.. But its something that many are having issues with and you have the right to know. Some people have had good experience in the exchange process. But it seems only a few .
Good Luck ..
UPDATE:
Okay, so step two in the RMA process has finally been completed. After seemingly forgetting the fact that I called the week before last to organise an RMA, I called Google again on Monday. The guy I dealt with was a bit less understanding of my language difficulties over the phone, but we got there in the end. I got the email with the cart link, and clicked this and 'paid' on Wednesday morning (even though they don't charge your card, it seems that they simply check that your card can cover the extra charge if need be). I actually used a debit and not a credit card, and the balance hasn't been touched at this point.
My new device just arrived! It seems they express-posted it to me, which is generous of them. Its another C8O, same as my 'old' tablet, and thus far doesn't have obvious left-side screen lift - But I will charge it up fully tonight, and see whether it occurs under heat. Meanwhile, I will unroot and lock the bootloader again on the old unit, just in case...
Fingers crossed for a lift-free Nexus 7 - but with all the other problems around, I am not holding my breath!
lanyao1920 said:
That is great.
I live near Germany and I got my Nexus 7 with 1 bad pixel, considering for RMA...
Click to expand...
Click to collapse
one bad pixel most likely doesn't turn your device into a faulty one. i am not sure how they deal with that problem, however my experience on other devices were, that they will replace the device only if it had like 7+ dead pixels.
just throwing in my 2 cents.
Wilks3y said:
I've seen so much of this about, what a terrible method of a returns process, charging you for another device because the device you bought is broke?
What if it was a kid who'd saved all his pocket money to get the device, only for it to be broke, do they expect that kid to spend night and day doing paper rounds so he can buy a second, in order to return the first?
Sounds to me like this is their plan, and hope that alot of the customers do not complain and therefor they have sold that person two devices.
Very bad move of Google and totally destroying for their reputation in my opinion.
Click to expand...
Click to collapse
In the end they will advertise with the most sold tablet just cause everyone had to buy another one for the exchange process on RMA
the0bserver said:
UPDATE:
Okay, so step two in the RMA process has finally been completed. After seemingly forgetting the fact that I called the week before last to organise an RMA, I called Google again on Monday. The guy I dealt with was a bit less understanding of my language difficulties over the phone, but we got there in the end. I got the email with the cart link, and clicked this and 'paid' on Wednesday morning (even though they don't charge your card, it seems that they simply check that your card can cover the extra charge if need be). I actually used a debit and not a credit card, and the balance hasn't been touched at this point.
My new device just arrived! It seems they express-posted it to me, which is generous of them. Its another C8O, same as my 'old' tablet, and thus far doesn't have obvious left-side screen lift - But I will charge it up fully tonight, and see whether it occurs under heat. Meanwhile, I will unroot and lock the bootloader again on the old unit, just in case...
Fingers crossed for a lift-free Nexus 7 - but with all the other problems around, I am not holding my breath!
Click to expand...
Click to collapse
Hope everything is fine.
I noticed my N7 had a faulty speaker yesterday and I brought it back to my retailer ( about 21 days passed after purchase ). I had my fingers crossed to get an immediate replacement there. But well they decided to send it to ASUS. So i am stuck with that. Guess it will take a few days longer that way. As the speaker problem is quite common, i am expecting a replacement. However now i am tablet free for the next 2 weeks i guess. Don't want to buy a new one just to cancel the deal within 14 days. Who knows, instead of returning the money, they'll just give me a gift card.
If anyone is interested, I'll update.
So - Long awaited update.
After two replacements with the same problem, they agreed to refund me once I had sent the tablets in and they were checked to ensure that they were not damaged (Of which they definitely weren't). I flashed both back to stock and relocked the bootloaders before I sent them in - They were as-new (aside from the sh*tty manufacturing problems).
The two replacement tablets were sent in on 30.10.2012. They confirmed that the tablets were received in The Netherlands on 31.10 via overnight express. I am still waiting for my refund, even though I was told it would take 'a maximum of 14 days once the tablets are received'. Its now been 42 days. The rep I have been dealing with tells me constantly that she has done all she can for me, and that she is waiting to hear back from another department. When I suggested that perhaps she should escalate the situation to a manager, she supplied me with a physical address where I could 'send my concerns'.
For a company laying claim to being the biggest internet company in the world, their customer service is nothing short of sh*t. I've experienced better customer service from Vodafone in the past - and that's saying something.
I have learned my lesson here - if you must buy Nexus products, buy them from a bricks and mortar store - NEVER BUY THEM DIRECT FROM GOOGLE.