This has nothing to do with the nook itself but rather the process about acquiring one through the holidays. I expected an article about the actual hardware itself.
This is true, but if their customer service for acquiring the device is anything like their customer service if something goes wrong and they already have your money, this is a bad sign. Not only that, but he's spent so much time (~2months) dealing with this that it has jaded him entirely on the entire thing. What was supposed to be a good experience (who doesn't like a new gadget?) was ruined by B&N customer service. True, this was their first big foray into consumer electronics... but that's no excuse for bad service. Even if they had said in December "it's on backorder, and we have no idea when it will ship", that would have been 100X better for this guy.
If you promise something, you must follow through. This is something that most companies just don't get: details matter. How you're treated on the phone matters. The ordering process matters. The pre-purchase information (web page) matters. Hell, even the box and shipping process matters.
And this is all before you even get to use the device. Imagine if you've gone through all of that. How could you possibly write a non-biased review? You can't, because all of the stuff leading up to the device showing up at your door completely ruined the experience.
I agree 100%. I was pissed that I got to the end of the article and it was just a customer service rant for a nook he never, ever received. No comment on the device itself.
These situations happen from time to time. I understand his outrage, but front page?
