I have had my Nook for little under a year when I got a black line in the screen obstructing a few words making it difficult to read. This was not a major problem I just thought I would call and get a replacement. Well the problem started with their customer service...after being on hold for a min. 15 minutes before speaking to anyone I got someone who really didn't know how to explain the resetting device...told me to do that then call back...nothing worked...I called back and spoke to ANOTHER person who took my name and account info, and told me the replacement would be sent out in 2-3 days. 4 days later, I have to call to check on the device, another lady told me that it was still on the way and would be there by the next day. Come the next day, it had not shown up. This is almost a full week after my first contact with them. I call them back (everytime I wait about 15 minutes before speaking to someone) and they tell me it probably got lost in transit...WTF. So she takes my account info again and sends out an new order on the 12 of Jan...It's now Jan 15 and I have YET to receive the nook.. The tracking packaage options shows it is in NJ and has not been updated in 2 days. The mailing address is just My name and the town I live in...how the hell are they supposed to deliver a package to me with just my name and town?...They have all the correct info online and yet their total incompetence is really irritating me. I will never buy another digital product from Barnes and Noble again and encourage everyone else to do the same. BAD BAD BAD and INCOMPETENT customer service.