What I still don't get is after stories like this and my own experiences dealing with customer service is why they don't just put <i>one</i> person at the call center who actually has the power to do something. If there was someone there that could make an autonomous decision without needing to ask the computer for permission and physically put a Nook and a $100 gift card on a truck to your house, then we wouldn't have these problems. But no one can. I get the impression that all the people you dealt with were being completely honest. They sympathized but literally couldn't do anything about it, at least not without getting fired. Customer service people who can't do anything are as good as no customer service people at all. I don't understand companies not trusting and giving real power to their customer service agents.