Terra’s Nook Color is still working just fine, but the device’s USB cable isn’t. It no longer works. She could buy an off-brand cable cheaply from a vendor on eBay or Amazon. She could buy one directly from Barnes & Noble, at a cost of $15-20. She didn’t think it was fair that she had to buy a new cable and that hers only lasted a year and a half, so she contacted Barnes & Noble to see if they could provide her with a replacement. They would not.
A quick note: Terra says that the Nook charger is proprietary. It isn’t, exactly: it’s a micro USB cable. However, the charger for the Nook Color is a little different, and the battery can’t charge from a normal micro USB cord. It has to be one made specifically for that device, making ordering third-party chargers a bit of a crapshoot.
I am writing this letter to comment on Barnes & Nobles terrible customer service support for the Nook Color. I purchased mine 1.5 years ago. I LOVED it. Recently, the usb cord that attaches to the wall plug-in has been coming apart. The two plastic parts that encase the usb were loose. Soon after that, the plastic parts fell off. I was still able to charge my NC with the broken usb via the wall charger. Now, it doesn’t charge at all.
I called B&N’s customer support line, hoping they would send me a new cord for free. I have purchased hundreds of dollars of books for my NC. I was told that because my NC was no longer under warranty and because I didn’t purchase a protection plan, I was out of luck. Of course I asked to talk to a supervisor, hoping he/she would have more clout. Again, I was denied a new cable.
The proprietary power cords aren’t expensive ($15-25 depending on whether you need a new wall charger), but I am very disappointed that B&N treats their loyal customers this way. It is not like I’m requesting a new part for an old product! When I purchased my NC (I was so excited I pre-ordered it), it cost $250. Am I out of line to expect a usb cord to last for more than 1.5 years? I am not the only customer with this problem; I have heard similar complaints from other owners.
Luckily, I have a Kindle Fire so I won’t be book-less this weekend. I must say I preferred the NC. When my Nook Color becomes obsolete or fails, I am not going to buy another Nook product!
On the surface, yes, Terra is out of line. Typically, the accessories the come with a device don’t have a warranty at all. Companies can send you a replacement to foster goodwill if they want to, but that’s about it. But should B&N take her spending on ebooks into account when deciding whether to send her a fresh cord?
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$4 to replace it on ebay (includes shipping). Is all the time you’ve wasted on this worth more than $4?
They probably do take into account how much the average user spends on ebooks & with that in mind, determined that it isn’t worth it to guarantee the accessories beyond the terms of the device warranty. (I can’t think of any device on the market that does – most don’t guarantee the accessories that come with the item past 30 days.)
B&N knows that you could afford the Nook & the books to put on it, so you can afford the cable. Furthermore, they know that you’re not going to brick the thing because your cord pooped out whether they send you a replacement for free or not. After all, those books that you paid for are stuck on it.
The exact same thing happened to my Nook Color’s cord: the plastic enclosure around the base of the connector was poorly glued/sealed, and separated, exposing the circuit board inside the connector.
Three drops of super glue fixed it perfectly; it works beautifully, and it’s stronger than before. (shrug)
Most manufacturer provided USB cables are delicate and inadequate for daily flogging.
I can’t believe this female person actually thought she could flog this cable for more
than 1 year and expect it to survive. A little education is needed. USB cables have
4 wires inside, really really really thin wires connected to a really really really cheap
connector on each end. This is why the industry embraces USB so tightly. It’s cheap.
Consumers are cheap. Most things today are cheaply made. You want cheap technology,
then you’re gonna get cheap sh*t. Quit whining. You got want you screamed like a baby
for.
This post contains incorrect information. The nook color will absolutely 100% guaranteed charge off any USB cable and charger you care to use.
The problem is that you just can tell this when looking at it. The screen uses power faster than a standard USB cable can charge it, so the nook reports that it’s not plugged in. However if you turn the screen off the nook is capable of charging just fine.
Before you go to bed plug the nook in with any cable and make sure the screen is off. It’ll be charged in the morning.
Source: I’ve done this dozens of times with my nook color.
An off brand will work fine, IF you make sure it is a cord designed for charging, not just data transfer. It’s not just the Nook Color – a lot of devices use those sort of charging cords, and yes, if you use one not designed for that it will be too slow. Get a moderately decent brand that is labeled as a charging cord and you can still replace it around ~$7. Usually the Amazon reviews will tell you if one will work well or not. I wouldn’t really assume an under $20 item to be replaced free a half year out of warranty.
bad customer
Terra is not out of line. I agree that if I spend $250 on an item that something as mundane and generic as a cable, should not have a lifespan less than 2 years. I got my Nook color Christmas 2010 and am on my 3rd cable.
Fortunately, after reading this article (http://forum.xda-developers.com/showthread.php?t=1090369), where a number of people were also searching for ways to get B&N to pay up, I took the writers advice and went to B&N last night at 9pm. And told them my issue. They kindly GAVE ME A NEW CABLE FOR FREE!!!!
When I am paying my hard earned money, I expect to get good service. Fortunately, I had a better experience than Terra. So, as recommended to me, these are your options:
1. Take your old cable to your nearest B&N and ask them to replace it.
2. Call 1-800-THE-BOOK; select digital products; select Nook Color; have your nook serial number accessible, tell them you need a new cable and they will ship one to you. (NOTE, I did not go this route so I can not vouch that it works)
I completely agree. I too have had the same experience. I am extremely disappointed with barnes and noble. I don’t know why they have made a poor product and are sticking by their warrenty policies. If you know you have made a bad product you should replace it regardless of the warrenty. I won’t be purchasing another tablet from them.