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WayGroovy

Nook Customer Service

WayGroovy
Mar 4th, 2012
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  1. 19:30:34 : WayGroovy: Initial Question/Comment: Frozen: how to fix or eject battery, holding power button 15-20+ seconds does nothing
  2.  
  3. 19:30:39 : System: Welcome to the Barnes & Noble Chatroom.
  4.  
  5. 19:30:39 : System: Nook Representative has joined this session!
  6.  
  7. 19:30:39 : System: Connected with Nook Representative. Your Reference Number for this chat is 665231.
  8.  
  9. 19:30:44 : System: Thanks for joining us.
  10.  
  11. 19:30:47 : WayGroovy: thank you
  12.  
  13. 19:31:00 : Nook Representative: Good evening, WayGroovy!
  14.  
  15. 19:31:13 : WayGroovy: Good evening. Morning for me, working nights.
  16.  
  17. 19:31:20 : WayGroovy: it's all relative i suppose
  18.  
  19. 19:31:39 : Nook Representative: I understand that your NOOK is unresponsive, is that correct?
  20.  
  21. 19:32:16 : WayGroovy: yes, shows a landscape and shadows of text
  22.  
  23. 19:32:29 : Nook Representative: I see. I do apologize for that. I'll be happy to assist you with this.
  24.  
  25. 19:32:29 : Nook Representative: Which NOOK device do you own?
  26.  
  27. 19:33:12 : Nook Representative: I see you have the NOOK Simple Touch.
  28.  
  29. 19:33:13 : WayGroovy: I am unsure. It is my sons. It looks like a nook simple touch maybe?
  30.  
  31. 19:33:24 : Nook Representative: Yes, it is.
  32.  
  33. 19:33:34 : Nook Representative: You have pressed and held the power button, correct?
  34.  
  35. 19:33:38 : WayGroovy: yes, no response
  36.  
  37. 19:33:46 : WayGroovy: also left on wall charger all day,
  38.  
  39. 19:33:49 : Nook Representative: Just to clarify, it is the button at the back, correct?
  40.  
  41. 19:33:54 : WayGroovy: oh heck.
  42.  
  43. 19:34:19 : Nook Representative: Please press and hold it for 60 seconds.
  44.  
  45. 19:34:40 : WayGroovy: holding it now
  46.  
  47. 19:35:22 : WayGroovy: no response yet
  48.  
  49. 19:35:39 : Nook Representative: Okay.
  50.  
  51. 19:35:50 : WayGroovy: still none.
  52.  
  53. 19:36:01 : WayGroovy: releasing
  54.  
  55. 19:36:19 : Nook Representative: I see. Did you charge it before or after it became unresponsive?
  56.  
  57. 19:36:31 : WayGroovy: after
  58.  
  59. 19:37:04 : Nook Representative: Okay. Do you have another USB cable there so that we could further isolate the issue?
  60.  
  61. 19:37:13 : WayGroovy: yes a few
  62.  
  63. 19:37:34 : Nook Representative: Are any of those NOOK accessories?
  64.  
  65. 19:37:58 : WayGroovy: no, they are not
  66.  
  67. 19:38:18 : WayGroovy: standard phone chargers
  68.  
  69. 19:38:35 : Nook Representative: I see. We will be replacing the USB cable, WayGroovy. I just need to verify your account, okay?
  70.  
  71. 19:38:44 : WayGroovy: okay
  72.  
  73. 19:39:09 : Nook Representative: To protect your privacy and security needs, we must ask you to provide your registered billing address.
  74.  
  75. 19:39:25 : WayGroovy: um.. not sure if device is registered.
  76.  
  77. 19:39:32 : WayGroovy: My contact information is as follows
  78.  
  79. 19:39:35 : WayGroovy: WayGroovy
  80.  
  81. 19:39:38 : WayGroovy: Address Redacted
  82.  
  83. 19:39:41 : WayGroovy: Address Redacted
  84.  
  85. 19:39:49 : WayGroovy: it was bought as a gift for my son, GroovyJr
  86.  
  87. 19:39:56 : WayGroovy: by his grandmother, Name Redacted
  88.  
  89. 19:40:06 : WayGroovy: Address Redacted
  90.  
  91. 19:41:09 : Nook Representative: Thank you for all these information.
  92.  
  93. 19:41:19 : Nook Representative: Do you know the e-mail address of your son?
  94.  
  95. 19:42:01 : WayGroovy: yes? EmailRedacted gmail.com
  96.  
  97. 19:42:14 : Nook Representative: Thank you.
  98.  
  99. 19:42:18 : WayGroovy: technically it is my email account, as he is not old enough to have a gmail account
  100.  
  101. 19:43:34 : Nook Representative: I see. Please give me five to six minutes to check these, okay?
  102.  
  103. 19:43:49 : WayGroovy: no problem, i'll be playing the sims on facebook.
  104.  
  105. 19:43:59 : Nook Representative: Thank you!
  106.  
  107. 19:50:24 : Nook Representative: Thank you for waiting, WayGroovy.
  108.  
  109. 19:50:28 : WayGroovy: no problem
  110.  
  111. 19:51:54 : Nook Representative: We would be able to replace the accessory.
  112.  
  113. 19:51:54 : Nook Representative: I will initiate a replacement accessory using the mailing address you previously provided. If you prefer that I use a different mailing please provide the updated information now.
  114.  
  115. 19:52:08 : WayGroovy: replacement for what? the cord?
  116.  
  117. 19:52:24 : Nook Representative: Yes.
  118.  
  119. 19:53:04 : Nook Representative: Shall we proceed?
  120.  
  121. 19:53:32 : WayGroovy: Sure, but I am curious as to how this will unfreeze the nook.
  122.  
  123. 19:54:24 : Nook Representative: We would be able to test if there is a battery issue, WayGroovy. Trying another USB cable should be able to check this.
  124.  
  125. 19:55:06 : WayGroovy: so, in the interim, I wait for a new cord to arrive, and the nook stays dead for shipping duration and troubleshooting lag time?
  126.  
  127. 19:55:59 : Nook Representative: If you are near a Barnes and Noble Store, you may try other USB chords there. Simply ask the store technician for assistance.
  128.  
  129. 19:56:29 : Nook Representative: If a new chord unfreezes the device, please contact us for a new USB cable.
  130.  
  131. 19:56:30 : WayGroovy: Alright. What, if I may as, is the difference between a Nook usb cord and any of the other standard micro-usb cords that I have availible?
  132.  
  133. 19:57:19 : Nook Representative: If it does not, please contact us, still. The NOOK USB chords are specifically designed for NOOK devices. Trying another chord might damage the device.
  134.  
  135. 19:58:30 : WayGroovy: Per http://www.barnesandnoble.com/p/nook-ac-adapter-usb-cable-kit/18303351 the nook usb cord is built to USB2.0 micro type b specifications.
  136.  
  137. 19:59:40 : Nook Representative: Yes, I understand that, WayGroovy. We are avoiding further damage on the device. It won't hurt to be extra careful, will it? :)
  138.  
  139. 19:59:48 : WayGroovy: hurt, no. Delay, yes.
  140.  
  141. 20:00:13 : WayGroovy: are there alternatives to accessing purchased nook content? a nook droid app, or an online way to read books?
  142.  
  143. 20:01:25 : Nook Representative: Yes, there is. You may download the NOOK apps. There is the NOOK for PC and the NOOK for Android. There are a lot more. You may check it here: http://www.barnesandnoble.com/u/free-nook-apps/379002321/
  144.  
  145. 20:02:50 : WayGroovy: Please initiate the shipment of a new test cord. If I have time I will attempt to visit a B&N to test the nook. I work night weekends, and typically sleep from 9am to 5pm, so this will be difficult.
  146.  
  147. 20:03:30 : Nook Representative: I understand, WayGroovy. Please expect the replacement within three to five business days. My sincerest apologies for any inconvenience.
  148.  
  149. 20:04:18 : WayGroovy: To be honest, I am displeased with the level of customer service here. Especially, as an electrician, with being told that there is some difference between a nook charging cord and a standard usb 2.0 micro cord.
  150.  
  151. 20:05:16 : WayGroovy: my son will not be able to read his AR level books without a temporary replacement device during his school week...
  152.  
  153. 20:05:35 : Nook Representative: We are leaning on the safe side, WayGroovy. I understand your concern. This is just for safety purposes. Again, my sincerest apologies.
  154.  
  155. 20:06:10 : WayGroovy: So, is the Nook designed to USB 2.0 standard specifications, or not?
  156.  
  157. 20:07:45 : Nook Representative: It is, WayGroovy. If you want to try out your USB cable, you may do so. However, it is not guaranteed that it will work.
  158.  
  159. 20:09:25 : Nook Representative: Are you trying it now?
  160.  
  161. 20:09:41 : WayGroovy: I already have utilized other cords in the past,
  162.  
  163. 20:09:58 : WayGroovy: Is there some statement in the nook manual that warns not to use other cords? if there is, I have missed it
  164.  
  165. 20:11:20 : Nook Representative: You can use other chords, but it is under your discretion. We are leaning on the safe side for our customers and it is the reason we do not recommend using other chords.
  166.  
  167. 20:11:38 : WayGroovy: can you point out, in the manual, where it would tell me not to utilize other cords?
  168.  
  169. 20:12:15 : Nook Representative: I'll check this for you.
  170.  
  171. 20:16:57 : WayGroovy: per http://img1.imagesbn.com/PImages/nook/2/mediakit/quickstartguide_nooksimpletouch_111229.pdf it states that the usb charging cord is an optional accessory for charging the nook, giving the false sense being unnecessary.
  172.  
  173. 20:17:20 : Nook Representative: Thank you for waiting, WayGroovy.
  174.  
  175. 20:18:05 : Nook Representative: It is an optional charging accessory for the NOOK Simple Touch because you can charge your NOOK Simple Touch via wall outlet and via USB port on your computer. Thereby, giving it the word "optional".
  176.  
  177. 20:18:25 : WayGroovy: The lack of specificity here is unnerving.
  178.  
  179. 20:19:06 : Nook Representative: My sincerest apologies for all these inconveniences. All your feedbacks are noted for future references.
  180.  
  181. 20:19:35 : Nook Representative: I have processed the replacement USB cable.
  182.  
  183. 20:19:45 : Nook Representative: Please expect it within three to five business days.
  184.  
  185. 20:19:54 : WayGroovy: Thank you very much.
  186.  
  187. 20:20:00 : Nook Representative: You are always welcome! The pleasure is all mine.
  188.  
  189. 20:20:05 : Nook Representative: Is there anything else I can assist you with?
  190.  
  191. 20:20:30 : WayGroovy: Can you provide authentic B&N/Nook links to the documentation for the nook simple touch?
  192.  
  193. 20:20:48 : WayGroovy: I'd prefer to rely on first hand information, and do not have the physical copy here with me.
  194.  
  195. 20:21:10 : Nook Representative: Sure. Please give me a moment.
  196.  
  197. 20:23:20 : Nook Representative: Here are the links: http://www.barnesandnoble.com/p/nook-simple-touch-barnes-noble/1102344735
  198. http://www.barnesandnoble.com/u/Support-NOOK-Simple-Touch/379003176
  199. You can download the User Guide and the Quick Start Guide on the second link. You can also check the FAQ's there.
  200.  
  201. 20:24:06 : WayGroovy: Thank you kindly for your assistance, I apologize if I was in any way abrasive here. For your help, here is a video of a metronome and cats: http://www.youtube.com/watch?v=kdmd5fenroU
  202.  
  203. 20:24:55 : Nook Representative: I understand how you feel, WayGroovy. No worries. It is a healthy argument, correct?
  204.  
  205. 20:25:05 : WayGroovy: Yes, I feel so.
  206.  
  207. 20:25:17 : Nook Representative: My sincerest apologies for the inconveniences, as well.
  208.  
  209. 20:25:23 : WayGroovy: There could be better documentation, but I understand the need to protect the product.
  210.  
  211. 20:25:47 : Nook Representative: I have noted all the feedbacks, WayGroovy. Thank you.
  212.  
  213. 20:25:58 : Nook Representative: I am glad I was able to help you. Thanks once again for joining the Barnes & Noble Chat.
  214.  
  215. 20:26:01 : Nook Representative: Have a pleasant evening!
  216.  
  217. 20:26:06 : WayGroovy: Have a good rest of your day, I think I'll go start mine now.
  218.  
  219. 20:26:18 : Nook Representative: Have a good one!
  220.  
  221. 20:26:53 : System: The session has ended!
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