trailernovice
Mission TX
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Joined: 10/25/2010
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Been trying all day to get into my Nook/Barnes and Noble account...need new password....went through the electronic 'forget your password?' process, which sent a link to a 'reset password' page...the only PROBLEM was, the linked page read 'we are sorry...temporarily unavailable...service will return shortly'......
soooooooooooo, tried calling tech support....first call, TS sent same link that hadn't worked earlier....same result on second and third calls, each placed over an hour apart (I was thinking/hoping the thing might come back online at some point)...
'ok,' I asked, 'when will this maintenance be done?' response? no idea, and no way to contact the system maintenance/engineering division to GET an idea
'hmmmmmmmmmmmm,' I asked, 'that being the case, can you provide any sort of temporary password just to get in so I can then rejigger my 'real' password?' nope!
'ok....all I'm trying to access the account for is to link it to a new credit card...can we do THAT over the phone?' of COURSE not
a support system that:
1.) can't give a straight answer about when the operation will be back online and has no way of finding out;
2.) can't come up with a workaround when the web system is down; and
3.) can't do something as simple as linking a different card to the account (which obviously CAN be done, as I'm sure B&N takes phone orders)
is not going to get future business from me
Glenn and Toni
2011 Palomino Puma 25BH
2012 Tundra double cab 4.6 V8 with tow package
Reese round bar w/d with sway control
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Ka Ron
Kelowna
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Joined: 12/31/2009
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Sounds like a common problem and that is because the support person is usually in a call center in India or some other far away exotic place and has a book of problems with solutions.
Anything that deviates from that is a problem for them. Most of them are in no way connected to the websites they are tech support for.
I have found this with a lot of different support sites.
Join Us For A Trip Down The RV Highway
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wittmeba
Virginia
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Joined: 02/02/2001
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Id visit a B&N store and get personal assistance in person. Pretty tough to duck questions when live.
My wife used to give me $1.00 each workday for lunch. After a long argument, I won. Now she gives me $5.00 every Monday.
"On any given Friday night, more kisses begin with Miller Lite than Kay.".
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W4RLR
Full timing, based in Marion County, Tennessee
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Joined: 12/10/2006
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Seeing posts like this makes me appreciate my Apple gear more and more....
Richard L. Ray
SSgt USAF (Retired) Life Member DAV
W4RLR 146.52 mhz
2005 Ford F-250 Lariat Crew Cab
1995 Jayco Eagle 277RBSS fifth-wheel
"Never ask a man what kind of computer he drives. If it's a Mac, he'll tell you. If not, why embarrass him?" Tom Clancy
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lynndiwagon
Yukon, Oklahoma, USA
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Joined: 01/28/2004
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Might be a good idea to write down those passwords in a safe place.
Lynn & Diana Wagoner
One Shih Tszu
Two Boston Terriers
2005 Chevy 2500HD D/A
2006 HHII 29.5LKTG
Retired Gov't employee
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SCClockDr
SC UpState
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Joined: 08/12/2006
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LastPass saves my bacon every day.
George & Cathy
08 28E33SA, Reese 14K, XM Roady2, Honda EU 3000is, Trimetric, RotoChocks, LP Reg. Mod, Moved Inverter, PD 9260 Upgrade, 2 Gal Accum.,
04 Ram 3500 5.9 DRW, Gauges, F'Tank Mods, Aux Tank/box, BrakeSmart, Nuvi 755T, Cobra (19), XM Direct.
USN Ret
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mlts22
Austin, Texas
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Joined: 11/15/2010
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Customer support is what Apple understands, and other companies miss. Yes, it is cheaper to hire the guys operating in a slum out of a Third World country, but what ends up happening is exactly this -- people will get fed up with the product and go to a company that has good CS.
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Happytraveler
Capistrano Beach, Ca. USA
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Joined: 07/16/2003
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The reason I stay with Apple products is great customer service on the phone, live chat on the internet and usually same day appt. with the Genius Bar at the Apple Store.
Charlie, a male Soft Coated Wheaten Terrier
Katie, a female Soft Coated Wheaten Terrier
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magicbus
LBI, NJ or Nantucket, MA
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Joined: 06/16/2002
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I didn't think Apple products needed support! 
Actually we just did an online iPhone support call for a worn USB cable. It was 3 years old but they over-nighted us a new cord and FedEx came back an hour ago to pick up the old one for a freebie overnight return. Good service but it helps explain their prices.
This thread made me realize that the last time I spoke with a customer support person was probably 5 years ago. I guess quality of goods and services must be improving - to the point where I confess I give little thought to the quality of expected support on a product.
Dave
Our new RV... the adventure continues.
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I am still wayne_tw
everywhere
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Joined: 06/18/2009
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Is your NOOK that system critical that you could not wait until they got the system up and running again? Please forgive me, but it seems like you caused your own problem. Patience is a virtue.
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