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Topic: Can I rant about B&N for a moment?

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Subject: Can I rant about B&N for a moment?
Date Posted: 5/28/2013 7:36 PM ET
Member Since: 9/2/2006
Posts: 4,110
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I am so aggravated with B&N right now.

Ok so I have a Nook Color and a iPad, and while I do use the iPad for most of my reading including magazine subscriptions, I kept all my B&N subscriptions because frankly why move them when they all work well with the app, with the exception of one of them (All of You which would not load to the app for some reason).  A few weeks ago, I had my Walmart dot com account hacked and as a result my bank canceled my debit card, well I hadn't gotten around to changing the info at B&N yet because I've been busy with the end of school and the grandkids this week.

So I get an email on the 25th that an order was being held back because they were unable to charge my cc and that I had 7 days to supply a valid payment form or the order would cancel.  So I hopped right on to B&N dot com and deleted the old cc and added the new one.  Easy peasy, no problem right?  Ha, wrong!  I get an email on the 26th (mighty short 7 days) that the order was canceled.

So today I had time and brought up support chat, to ask why this was canceled and was given the whole can't charge the CC and after 7 days it's canceled speech.  SO I informed her that I did update the payment info, the day I got the email and that they didn't wait hardly 1 day let alone 7, what is the problem?  This was her response:

Tech: If you have updated the credit card in the account, it will not be automatically updated on the existing orders.

Me: So basically all my subscriptions are going to cancel out?

Tech:: If the subscriptions has not been canceled, then you can call our phone support to update the credit card on the orders

Then she gave me the 1-800 number and told me to call ASAP to avoid cancelations.

I have to call to update my payment info on all my subscriptions because evidently their computer system is too stupid and will continue to try to access my canceled card even though there is a perfectly valid card available.  So now I'm supposed to take my time to call, sit on hold, then explain this all again to yet another tech, and get her to manually update all 7 remaining subscriptions?  I think not.

I asked what the deal is, because you know credit cards expire every what 3-4 yrs, you have to update and have to go through this every time?  I have no love for iTunes, but you know when I entered my new CC # it was fine, my subscription to the aforementioned All of You went through just fine.  No cancelation, no having to call anyone.

I love my Nook, but this is no way to run a business.

Date Posted: 5/28/2013 8:56 PM ET
Member Since: 10/30/2006
Posts: 8,426
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B&N has never had a clue how to operate their Nook business. It's one of the most convoluted systems in the world- offer something to go up against Amazon, put in a fantastic face to face service in the store which Amazon doesn't have, then make the phone support as difficult and crazy and hard to use as humanly possible, and then follow it all up by quitting support and updates for the core product that got the thing going (e-ink ereader...at a bookstore...novel idea) and focus instead on marketing, then dumping hardware for the third selling tablet in the marketplace.

????

My Nook is doing fine, but when it quits working, I'm getting a Kinlde next time. I really think they're going to pull the plug on the Nook line very soon. Too many buy one get one offers out in the last year.

Date Posted: 5/29/2013 5:30 PM ET
Member Since: 10/7/2007
Posts: 7,751
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Remember the dead cr card number... or you won't be able to get e-books already have! Another of their stupid.. cheats making you have to rebuy e-books!!!!
Date Posted: 5/29/2013 7:05 PM ET
Member Since: 8/18/2005
Posts: 7,977
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Remember the dead cr card number... or you won't be able to get e-books already have!

You can download your books again and they should be re-drm'd with the new credit card number. The new code is developed with every download.

But you have to re-download them, not just open them on your device. Otherwise your books will all have different code numbers.

 

Date Posted: 5/30/2013 10:43 AM ET
Member Since: 2/24/2006
Posts: 5,498
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Your best bet with ANY company is to download the ebook when you buy it and convert it with Caliber.  Amazon and Apple may be big now, but who's to say in the future things won't change up?  Or they have a huge server meltdown and all your books are gone?   That's the thing with computers - even the mighty will fall eventually.

Date Posted: 5/31/2013 8:18 AM ET
Member Since: 8/18/2005
Posts: 7,977
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They're not only bad at customer service, but at keeping their authors happy and informed.

Romances disapear in the UK B&N.

Barnes & Noble didn’t make an announcement to authors or readers, but the company seemingly removed many adult-themed romance books from its store without prompt.

And another group of authors have noticed that they can't get their ebooks higher on the "Top Seller" B&N list than #126. No matter how the ebooks sell. They're comparing notes now, and suspect that #125 and above are slots that must be saved for certain books, and don't reflect actual sales. That'd be no surprise to me.

Date Posted: 5/31/2013 8:21 AM ET
Member Since: 8/18/2005
Posts: 7,977
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  That's the thing with computers - even the mighty will fall eventually.

Diesel Ebooks just announced that they're no longer supporting Lit format, so download your Lit books now. (Although they warn that publishers may have already pulled some books, so they are permanently unavailable.)

I haven't kept track of names, but think I've had about 5 book stores disapear on me in one way or another since 1995. I just assume that eventually they'll all disapear in time, with new ones opening.

Date Posted: 6/1/2013 1:01 PM ET
Member Since: 9/2/2006
Posts: 4,110
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Remember the dead cr card number... or you won't be able to get e-books already have! Another of their stupid.. cheats making you have to rebuy e-books!!!!

Oh Cripes!!

You can download your books again and they should be re-drm'd with the new credit card number.

I hope so, am going to go download to my laptop asap or try...

Your best bet with ANY company is to download the ebook when you buy it and convert it with Caliber.

I had some already backed up, but not all so am going to do that for sure, thanks for the reminder.

 

ETA:

Well strangely enough, if I use the WIN 8 App, I can download and access all the books,but I have no idea where they are on my hard-drive.frown  So I downloaded the regular WIN 7 app from B&N, but that app won't download the books.  It tells me to verify the CC I used to purchase, with no way to input that information.  WTH.  So I guess I will eventually be making a phone call but I want to wait until all my subscriptions have run out, because I am done giving them any money.  Done, done, and done.  cheeky



Last Edited on: 6/2/13 12:15 AM ET - Total times edited: 1