[Nook Color Accessories] Xerxes910:
Cable issues

Barnes & Noble knows it's an issue and decided it was better to handle it within the warranty period rather than issue a recall. So here's what happened to me today...

Note: Within the last year I have gotten married and moved twice!

11:10:10 : Chad: Initial Question/Comment: My charging cable broke

11:10:10 : System: Welcome to the Barnes & Noble Chatroom.

11:10:15 : System: Michael has joined this session!

11:10:15 : System: Connected with Michael. Your Reference Number for this chat is 552794.

11:10:20 : System: Thanks for joining us.

11:10:55 : Michael: As I understand, the USB cable of your NOOK device is broken. Is that correct?

11:11:00 : Chad: yes

11:11:14 : Michael: I'm sorry to hear that.

11:12:04 : Michael: What happened why the USB cable broke?

11:12:32 : Chad: The tip just broke. The casing around the tip seperated.

11:13:03 : Chad: I am trying to use a micro-usb cable I had on hand but it takes all day to charge it

11:13:54 : Michael: To protect your privacy and security needs, we must ask you to provide your registered email address, your registered billing address and serial number of your device. If you do not have your NOOK’s serial available, please provide the last four digits of the credit card associated with your registered email address.

11:14:21 : Chad: ********@gmail.com

11:14:44 : Chad: The credit card has changed so not sure what you have on file. Probably my old Visa

11:14:59 : Chad: serial # is

11:15:13 : Chad: ***********52003

11:15:39 : Michael: Please provide the registered billing address.

11:15:58 : Chad: billing at the time was probably ******************* 85298

11:16:44 : Michael: Okay. I will send the replacement USB cable using the address you provided me. If you want to update the address, please provide it now.

11:17:15 : Chad: **** *********

******** 85298

11:17:26 : Michael: Thank you for that information. Please give me two minutes to check that one.

11:17:28 : Chad: I've moved recently

11:18:49 : Michael: Thank you for patiently waiting.

11:19:43 : Michael: It seems that I cannot process the replacement because the warranty of your device expired last 01/29/2012.

11:22:43 : Michael: Are you still with me, Chad?

11:22:56 : Chad: yes

11:23:03 : Chad: sorry got pulled aside

11:23:32 : Chad: Seriously...its been broken for months. I just didn't have time to contact support

11:23:33 : Michael: I apologize but I cannot process the replacement because the warranty of the device is already expired.

11:23:43 : Chad: You have got to be kidding me.

11:24:33 : Michael: I'm sorry to hear that. As much as I wanted to help you, I cannot process it because the option to replace the USB cable on my end is disabled because of the invalid warranty period.

11:25:36 : Chad: Well that's just poor customer service. Especially when the cable issue is due to bad manufacturing and well known across the internet to be a problem.

11:27:03 : Michael: I'm sorry to hear that, Chad. But again, our hands are tied and there's nothing I can do on my end.

11:28:13 : Chad: Not true, but if thats all you are willing to do then I wont be shopping at B&A anymore.

11:28:46 : Chad: A company that wants to keep customers satisfied doesn't claim their hands are tied.

11:28:58 : Chad: ridiculous

11:29:13 : Michael: I understand that.

11:29:33 : Michael: But you did not called us before the warranty of your device expires.

11:29:50 : Chad: It's a known defect of the device. Regardless of the warranty

11:31:27 : Michael: I suggest you contact us exactly the time when the cable broke to replace it since the warranty is still valid at that time.

11:32:27 : Michael: No matter how many clicks I made on the replace button is your account, it won't push through because it's grayed out and the message was"Invalid Warranty Period".

11:32:54 : Chad: Then you get a supervisor to override it

11:33:22 : Chad: If this is how B&A does business my family and I wont do business with them anymore.

11:35:12 : Michael: Thank you for patiently waiting.

11:36:37 : Michael: My supervisor is aware of the issue and he told me that we don't replace the accessories if it's out of the warranty period. We can only replace the device itself if it's defective 30 days after the warranty expires. I suggest you order the USB cable on the website or go to the nearest B&N Store.

11:37:00 : Chad: This is laughable. OK then I will take my business elsewhere.