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Company: Barnes & Noble (BKS)
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  Poor customer services

As Peter Lynch once said, one should invest in what they know. I have frequently used barnes and nobles for as long as I can remember and nothing has disappointed me more than this. I purchased a book from them that I was unable to read on THEIR own NOOK Tablet. After I realized this it took them 3 weeks and 2 different talks to customer service for them to refund my money ( it was a dollar). All the while, while i was dealing with their customer services they kept treating me like an idiot and trying to pass the blame on to someone else. To me this is not what I would want in a company as a customer and therefore as an investor. Unless Barnes&Nobles changes something soon their is no way they can remain until either amazon or someone else pushes them out of the market. Dont just take my word for it either he is my chat with customer service.


Michael: Ok, so i contacted you guys 2 weeks ago because i was having trouble reading the text on a book I purchased for my nook tablet. After talking to a representative I was assured that I would be contacted in a week with a solution to the problem. Two weeks later no solution no apology no nothing. This is ridiculous. I feel I will have to take my money elsewhere with better customer service and products. I mean honestly I told you guys I had to write a paper involving this book and I still can't. What can Barnes & Nobles do to make this right?

Meriam Canoneo: Hi, Michael! Thank you for joining B&N Digital Chat Support. This is Meriam.

Michael: Hello

Meriam Canoneo: Thank you for the information and we apologize for the inconvenience.

Michael: What can be done to remedy this situation?

Meriam Canoneo: Just to confirm, you want to read an eTextbook on your NOOK Tablet, is that correct?

Michael: Yes

Michael: but the words are cut off on 1 side

Meriam Canoneo: Thank you.

Meriam Canoneo: eTextbooks purchased from B&N are meant to be read on your computer via our NOOK Study application. You cannot use your NOOK or mobile device to read eTextbooks as the screens are too small to properly view the contents.

Michael: ... are you serious?

Michael: I mean if that is the anwser why make me wait weeks to for something just copy and pasted from some standard questions sheet

Meriam Canoneo: That is written on the all eTextbooks pages on our website.

Michael: but I did not buy a text book

Michael: i bought a book

Meriam Canoneo: Thank you. Can I have the order number?

Michael: Its not with the chat still I submitted it when I started this conversation

Michael: here it is anway though: 4******4

Meriam Canoneo: Michael, we apologize. We will not ask for the information if it's available.

Meriam Canoneo: Thank you.

Meriam Canoneo: I have download the eBook on my NOOK Tablet and the issue remains unresolved.

Meriam Canoneo: I will just processed a refund for the eBook this time.

Michael: Right I understand that

Meriam Canoneo: Can you verify the registered billing address on your BN account?

Michael: Can I ask why?

Meriam Canoneo: The publisher has not provided us with any information as to why the they have not fixed the issue on the eBook.

Michael: no I ment the billing adress

Meriam Canoneo: That is to maintain the security of your account.

Michael: 31 ********** ny

Meriam Canoneo: I am sorry, that is not registered billing address on your BN account.

Michael: And reguardless of what the publisher is doing I bought the book from you guys! What are my options as far as solutions

Michael: alright is it *******

Meriam Canoneo: The option is to wait for the publisher to fix the issue.

Michael: That is the only option?

Meriam Canoneo: Can I have the zip code?

Michael: 1***5 i think

Meriam Canoneo: Thank you.

Meriam Canoneo: The amount will be credited to your account within the next one to two billing cycles depending on your bank's schedule.

Meriam Canoneo: Do you have any other questions or concerns?

Michael: No that is good enough for me. I am sorry but I do have to let the world know about B&N terrible customer service and willingness to sell products to people that dont work

Michael: Not your fault though

Michael: That is something for the upper management to handle

Meriam Canoneo: Your feedback is very important to B&N. Thank you for taking the time to share your concerns. This will definitely help us improve our products and services.

Meriam Canoneo: Is there anything else I can help you with?

Michael: Nope

Michael: thank you


Is that how you would want to be treated? Barnes&Nobles is going down get out now before everyone see just how much this company is going to hell.

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45%
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24 votes

  Growing Online Competition

Barnes & Noble's online sales have grown less than 4% in the past three years, while online competitors such as Amazon continue to outpace Barnes & Noble.

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9%
agree
11 votes

  Digital Media Adoption

Younger generations of consumers spend more leisure time surfing the Internet or using high-tech products like video games and iPods, rather than reading. This could pose a serious problem for traditional booksellers like Barnes & Noble as these generations grow up, especially if the younger generation uses the Internet as a source of reading material rather than books.

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20%
agree
15 votes

  Dependency on Bestsellers

Sales of bestselling books account for about 5% of Barnes and Noble's annual sales and can drive traffic into stores. However, competition for providing these popular titles forces Barnes & Nobles to heavily discount these books to the point where these sales can negatively impact profitability.

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14%
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14 votes

  iPad and Kindle, too much for the Nook to Handle

When Apple released the iPad in January 2010, Barnes & Noble's Nook took a large hit at becoming a popular e-reader device. The e-book market is already being dominated by Amazon's Kindle (analysts say that it has 90% of the e-book market share), and the Nook just doesn't have enough popularity to overcome either of the two. Apple's iPad, although more expensive than the Kindle or Nook, is selling from publishers like Penguin, HarperClassic, and Macmillan. In addition the iPad also serves as more than just an e-reader and has several other functions. The Nook, plagued by shipping delays, just doesn't stand a chance against the two giants.

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