Hubby and I just spent a whole day trying to troubleshoot this.
Still working on it. The plot thickens.
I don't like swapping devices because when we watch cable TV and recordings, he has a "trigger finger" and occasionally deletes movies, etc. that I haven't seen or saving. I don't want to get upset if he accidentally deletes a book I paid for.
We did speak to two different B & N customer service reps. The first one said the problem was that the "reader wasn't on WIFI". My computer has been working all day, but I did have problems for the past three days when I turn it on in the morning. Messages come up that my computer wasn't connected and maybe a defective device. But after I turned my computer off and on again (in the morning) things seem to work for the rest of the day. My husband's computer (in another room) has been working okay. So he thought he would try to download the book (pdf file) from his computer. Doesn't work. Doesn't work from my computer to my reader, either. The book order isn't showing in my library.
What I've observed:
!) We both have the pdf file download for the book
2) His reader "updated" and he isn't sure how that happened since he just turned it on and nothing else. But the rep said his reader was updated. (One reason he thought he could download the file to the reader).
3) My reader didn't update, although I have the account.
4) Hubby tried opening a separate B & N account; the site said that he already had an account. He keeps a notebook with computer info (passwords, etc.) and said he didn't have a password or account noted.
5) I changed the password for what the site said was his account, although I kept seeing what looked like info from my account. Turns out I was changing my password on my account on his computer.
6) I tried "new account" for him, but my account/info kept showing up.
I think when I suggested he sign into my account from his computer, this messed things up further (as far as opening a separate account). We had something like this happen on Amazon's site when I had him send over a link to an item he wanted to purchase and I said I would order it for him.
I just saw on B & N site that they were involved with a lawsuit with Apple and had a class action settlement a couple of years ago. Not sure if this affected service or not.
There are no clear and obvious instruction on how to get set up; rep on phone said to key into search for random info. That doesn't make sense to do with a product.
Is Amazon's Kindle just as bad? I am about ready to chuck this to the curb...