After a painful phone call, I think I have some useful information to share with you on the nook discoloration issue.
My journey with support began by emailing the "nook" e-mail support box. After one week I got an email back saying it was a "wear and tear" problem from my handling of the device and not covered. I emailed back saying that answer wasn't acceptable for a device less than several weeks old and that the problem wasn't just mine. Another week later I got a response saying that I should call B&N regarding my issue.
The person I contacted seemed aware of the issue, but challenged me that it was probably just something about my environment. I asked him to google "nook" and "discoloration" and tell me if he still thought that. He then asked me if I thought "the color changes impacted my use of the device". I didn't care for this line of reasoning, I said yes - because when I take it out of my case it makes me mad! I should have asked him if he bought a new black car and it started turning shades of pink how that would affect his driving. Next, we got to talk about how wear and tear and not covered by the B&N agreement. He actually had me go and read it with him on the website (the extended protection plan version though)! I asked him how a device could have "wear and tear" after a few weeks of use if it wasn't defective. He put me on hold. "Sir, I have an option for you!". The great news is he would let me return my nook to them for examination, but he promised me it was highly unlikely they would do anything other than ship it back. My response was, "Can I speak with your manager please?".
The call center manager on duty, Chris, came on the line. We talked about the issue and he told me that even if I sent it back they would just return it (different story than I had just heard). He told me again about "wear and tear" and I got hear his "sob story" about his MacBook that Apple never took care of regarding a similar issue. He said unless B&N decides it has a defect he can't do anything. Now we are getting somewhere. I asked if B&N was aware of the issue, or if they are just dismissing everyone that tells them of the issue. According to Chris, it has been escalated to the product team already and the topic has been discussed several times on the calls he has been on. He said B&N is investigating the issue and he promised me users would either get an email (if a defect is determined) or a notification on the blog/support site of their decision. I advised Chris that the message he shared with me was a far better one to share with customers than the "it's your problem, wear & tear, not covered" message. He agreed, and said he would discuss it with his call center support folks and the other call center managers.
So, my advice is if you have this problem, call in AND email them. He said every interaction get logged with the serial number and issue. The more response B&N has from customers on this issue the more likely they will take care these defective cases. Meanwhile I'm waiting for B&N to decide the right thing. It would be nice to just send us a replacement from their new color case back selection!
For those of you that have this problem you should be aware the TOS on the nook says if B&N decides something is a defect you can get a replacement OR a refund. Just something to keep in mind.
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