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Topic: An Answer From PBS After Sending Feedback?

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Subject: An Answer From PBS After Sending Feedback?
Date Posted: 4/6/2012 2:23 AM ET
Member Since: 4/28/2009
Posts: 1,252
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I was wondering if someone could tell me how PBS contacts you when you send them feedback about a problem.  Do they send a PM, or do they use the email I have on record?

In almost 2 years, I never had to contact TPTB about anything.  Then, 2 weeks ago, there was a mistake on my PBS money account.  I contacted them, and the mistake was corrected, but I never received any correspondence about it; only the dollar amount reflected that the problem was addressed. 

Now, I've got a very big problem in regards to a transaction with another member - I sent feedback to PBS a day and a half ago and I haven't heard anything back yet.  I just wanted to make sure I'm checking in the right places because I really need help resolving the transaction with this other member! 

Thanks for any insight into how this works. :)

Date Posted: 4/6/2012 2:51 AM ET
Member Since: 1/21/2009
Posts: 11,679
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They have always sent me an email at my email address and did not use PBS. Sometimes it may take a few days to respond while they look into the matter. I have always gotten a reply from them.
Date Posted: 4/6/2012 4:22 AM ET
Member Since: 8/26/2006
Posts: 9,321
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Yes, it will come to your e-mail address.

Date Posted: 4/6/2012 8:56 AM ET
Member Since: 8/23/2007
Posts: 26,510
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In the first case, they had no need to contact you because they corrected the problem in a way you can see.  In the second case, if it's an issue with another member, they may be waiting to hear from the other member before they contact you.  You may want to check your club communications here and your junk mail folder.  I've had random emails from websites I get email from all the time get put in my junk folder for no other reason then it was different then what they usually sent and got flagged.  Or an update is done and it starts flagging stuff it used to accept.

Also that stuff is done by volunteers, other PBS users, and so it could just be that no one has been able to get to it yet. 

Date Posted: 4/6/2012 9:02 AM ET
Member Since: 5/15/2005
Posts: 1,328
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If you think you may be missing emails, you can double check all emails were sent to you under the Your Account tab, then Club Communications.

Date Posted: 4/6/2012 11:37 AM ET
Member Since: 8/16/2007
Posts: 15,185
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Also that stuff is done by volunteers, other PBS users, and so it could just be that no one has been able to get to it yet.

Feedback is handled by PBS staff. Volunteers are never given access to other members' accounts.

 

Definitely keep an eye on your Club Communications just in case your emails are not getting through. Usually they send an email on Feedback regardless of the resolution. The typical guideline is to give them 48hours. If they need to contact another member, then I would expect at least a week, that is what they would give another member to respond to them. All response to Feedback would come through an e-mail, never a PM. 

If your recent message was dealing with a he-said, she-said situation, sometimes those might not get addessed. The site clearly says they don't get involved when members just can't come to an agreement. They will get involved if the other member is being rude, harassing or not responding to initial correspondence on a problem swap though.

Date Posted: 4/6/2012 1:44 PM ET
Member Since: 4/28/2009
Posts: 1,252
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Thank you for all the info.  The problem isn't a a he-said, she-said situation, more like a bi-polar person off their meds situation.  I don't want to get into the details here, but I really don't know how to end up resolving the transaction and need advise from TPTB. 

I hadn't thought to look at the Club Communications, so I'll try there, as well as my junk folder in my email account.  I did realize that it might take 48 hours and then time for PBS to contact the other member, but as of this morning, I hadn't heard anything and I was hoping I would, even if it was just a "we are checking into the situation" kind of response.

Anyway, thanks for the input!  Ann Marie

Date Posted: 4/6/2012 2:20 PM ET
Member Since: 12/28/2006
Posts: 14,167
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I have only done a very few of these also, but you should have received an e-mail.

If your communication was recent, it could take awhile.  PBS admin doesn't seem jump into immediate action, they appear to contact the member and give them plenty of time to take action (the exception seems to be account suspensions for rules violations).  IME it's not unusual for TPTB to take 7 to 14 days to check into the matter, do whatever they deem necessary behind the sceens, and get back to you. 

So if this has been recent, don't give up yet.



Last Edited on: 4/6/12 2:25 PM ET - Total times edited: 1
Date Posted: 4/6/2012 2:26 PM ET
Member Since: 6/19/2008
Posts: 5,571
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I'm wondering too. I just contacted them myself..So we shall see.

Date Posted: 4/6/2012 3:01 PM ET
Member Since: 4/28/2009
Posts: 1,252
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I know everyone says being a member of PBS teaches you patience.   I guess this is another learning experience. :) 

It's just that I've been going back and forth with this situation (it will be 1 month today) since the first PM and I just want the whole thing to be finished with.