Politely, this is bullshit. If B&N's app is known to lose data regularly, B&N should be responsible for backing it up automatically. Otherwise, they should not

Politely, this is bullshit. If B&N's app is known to lose data regularly, B&N should be responsible for backing it up automatically. Otherwise, they should not pretend to store the data. Moreover, I would not voluntarily do business with a company that doesn't provide actual answers in response to a support query. "Katherine didn't erase the notes" is not a valid answer: nobody erased the notes. Presumably, they are still there somewhere.