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Topic: Book Arrived Damaged, What Should I Do?

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Subject: Book Arrived Damaged, What Should I Do?
Date Posted: 8/26/2010 9:08 PM ET
Member Since: 1/4/2009
Posts: 69
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I recieved a WL book, and when I opened it the packaging seemed to be fine. However, on a quick flip through, I noticed a few problems right away. The first 100 or so pages have some liquid damage along the bottom margin. Also, a handful of pages appear to have been scrunched up/mangled, and then laid flat again, but they're still covered in wrinkles. And lastly, many of the pages (like most of the exercise pages) had already been written in.

Now, I have sent textbooks, and I always, ALWAYS PM the receiver to make sure that writing/highlighting is ok. If they don't respond by the time I have to mark it mailed, then I cancel the transaction. And I've had times when someone is about to send a book to me and, on the last look-through, notice a spot of water damage or a page with underlining or whatever, and PM me asking if I want to cancel. However, I recieved no such PM from this person.

And it isn't like this is some underlining or notes in the margins, this is amost every fill-in-the-blank exercise has been done. If I had recieved a PM asking me if it was OK, I would have declined. I don't have RC about this, but I feel like the PBS rules on checking seem pretty clear. But maybe the sender didn't think so...

As for the liquid-damage, it doesn't really affect readability, but I don't think it was necessarily PO related, because, as I said, the padded mailer was in good condition.

So my question for you guys is: what should I do? RAWP sender, RAWP PO, ignore it and re-WL it?

(The person has been a member for almost a year, but has hidden their number of transactions, so I can't tell if they just don't send stuff out very often or what)

Date Posted: 8/26/2010 9:22 PM ET
Member Since: 4/16/2008
Posts: 770
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It is definately RWAP and you should request your credit back.  That condition is not at all ok.


eta:  Here is info from the help docs and PBS' sample pm:

If a book you requested using credit(s) arrives with an "official" problem, you need to

  • send a Personal Message to the sender either during the process of marking the book received and/or using the PM button on the transaction in your Transaction Archive, as described in How do I contact another member?.

Your PM should be polite but clear.  It should clearly ask for a response, and if you want a credit refund, this information should also be included in the PM.

You should give the sender a week to respond.

We suggest this text: "Thanks for sending the book.  Unfortunately there is a problem [explain the problem here--if this was an unpostable book you can say that the problem "makes this unpostable by site guidelines, and I won't be able to swap the book again"].  I would like a credit refund, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap, and I will be happy to mail the book back to you if you will provide postage."

  • If the sender does not respond to your PM within 5 days, submit this information in follow-up from the transaction archiveThis will send an email to the sender, prompting him or her to log in and deal with this problem swap.  If the sender does not respond to that email within 2 days (a total of 1 week since your original PM), contact us.  Failure to respond in an active account is considered admission of fault.

Last Edited on: 8/26/10 9:27 PM ET - Total times edited: 1
Date Posted: 8/26/2010 9:24 PM ET
Member Since: 1/21/2006
Posts: 125
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RAWP sender.

Post Office isn't to blame to blame for the writing inside the book, which I'm pretty sure renders it unpostable, even if you don't specify in your Requester Conditions about writing.  Try PMing the sender - if it looks OK on the outside, maybe they just got the book from a friend and didn't check the inside thoroughly?

Date Posted: 8/26/2010 9:25 PM ET
Member Since: 7/19/2008
Posts: 15,485
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Water damage and writing in the book make it RWAP.  With the damage by the sender.  I really don't think the post office opened the book and filled in the pages.  I personally do not think the creasing would be enough reason for a RWAP.  But there is no question about water damage or writing.

The question becomes if you want to ask for your credit back or not.  You should get it.  The writing rules are very clear.  But asking for the credit can be very difficult to word.  (I really dislike the PBS samples.)

Date Posted: 8/26/2010 9:37 PM ET
Member Since: 1/4/2009
Posts: 69
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Yeah, I don't think the creasing makes it a RWAP either, but it was just adding to the feeling of opening this book and finding everything wrong, since it flips to those pages.

Date Posted: 8/27/2010 12:04 AM ET
Member Since: 4/16/2008
Posts: 770
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The creasing doesn't make it RWAP but the water damage, the writing, and the fact that there was no prior communication about the writing in the workbook (As per the textbook conditions rule) make it a true RWAP.  The creases just add insult to injury. indecision

What a rotten experience for you.  :O(  I hope they make it right.

Date Posted: 8/27/2010 12:33 AM ET
Member Since: 12/28/2006
Posts: 14,177
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Creased pages are postable.

Liquid damage is unpostable.

Writing on text pages is unpostable, unless textbook waiver was involked (not done)...in which case you would have been pm'd and would have had to approve condition of book before it was mailed to you.

Best wishes for the return of your credit laugh

Last Edited on: 8/27/10 12:33 AM ET - Total times edited: 1
Date Posted: 8/28/2010 12:54 PM ET
Member Since: 1/4/2009
Posts: 69
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Hey everyone! Thanks for your advice. This is the message I sent:


Thanks for sending the book, but unfortunately there is a problem. The first hundred or so pages have liquid damage along the bottom edge, which makes it unpostable according to PBS guidelines. Also, most of the exercises have been written in. While it is acceptable under PBS guidelines to send a book that has writing in it, the recepient must agree to the condition first, which I did not do. Because of these two problems, I marked the book RWAP.

I would like a credit refund please, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap. If you would like me to return the book, and provide me postage for the return, then I will do so.

Thanks very much,