My family purchased a total of 5 Color Nooks from B&N over the 2010 holiday season. After being loyal customers for two decades we encountered repeated problems with the Nooks and could not get a response from customer service. The store wouldn't help us at all. Each Nook experienced freezing, shut downs and software malfunctions. We finally got the mess straightened out after months. Sadly after all the upset a couple of the charger cords literally broke apart. We went back to the store with our kids and our receipt hoping for replacement cords or assistance in getting the problem resolved. My husband dealt with manager Pat Murphy. My husband is a pretty mild mannered guy who found himself trying to communicate with a manager who was unpleasant, hostile and ultimately accused my husband of threatening him. We didn't know that this was a common tactic used to run customers with Nook complaints out of the storeand away from prospective purchasers. My husband was shocked at the turn in the dialogue and also concerned about what my children were hearing so he left and decided to contact the 800 number instead. Customer service at the 800 number landed us in the Philippines. They were was difficult and time consuming to deal with. They refused to help us claiming the devices had been returned and we no longer needed the cords! We were holding the device in our hands as we spoke to them and gave them the serial numbers directly off the device. Still no luck. We have Nooks that won't charge and they have our money . Stay away from these guys. This is a horrible scam.