Today I received an e-mail back from B&N technical support regarding my inability to access the More In Store features during my recent trips to the local store. The e-mail advised me that due to the nature of my issue I was to call 1-800-THE-BOOK and ask for digital support. Great...going nowhere fast.

I was home on my lunch hour and dialed up the number. The call was answered right away and then I was transferred to digital support...where I waited on hold for 34 minutes before hanging up to head back to work. Once back at work I called again...this time I waited 28 minutes before actually speaking to a rep in their digital support area (all the while listening to recordings referring me to their website - so useful!).

"This is Chris. I CAN help you" was the greeting and it instilled a little hope that there was a solution to be had. Sadly no. I explained that I was able to get on the store wi-fi but no special offers presented themselves. The demo nooks at the kiosk access that content but not my machine. The standard battery of questions ensued...did you turn wi-fi off and back on?, airplane mode?, powered down and back on?, unregister and re-register?....yup, yup, yup, yup. "I'm not sure what the problem could be" was the helpful conclusion.

I asked if the More In Store content had changed since the holidays (that seemed like a logical trouble-shooting spot to me). Chris didn't know so he put me on hold for another 10 minutes while he checked. When he returned he indicated that his "manager" told him that this is a known issue and it will be corrected with a software update sometime this month. He still didn't know if the content had changed since the holidays.

I like my nook but part of the appeal was the interaction at the brick and mortar stores which isn't functioning (at least not for me). So far we are off to a bumpy start.