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Topic: book with water damage

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Subject: book with water damage
Date Posted: 9/6/2008 8:19 AM ET
Member Since: 4/16/2008
Posts: 770
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How would you handle this:

I received a book yesterday that had water damage to the back cover and 70 pages or so.  I let a lot go, but I don't let water damage go...especially since there are lots of people who have been complaining lately about water damage.  The damage is faint and could have been missed.  Regardless, there are markings, and I wouldn't post something with the water marks if I saw it.

I pmed the member.  They told me that  the book had no damage when they sent it, and that it had been wrapped in plastic.  (The book had been wrapped in a plastic grocery bag.)  If I would like to mail the book back to her she would refund my credit.

My problem is, the cost of shipping back the book is almost the cost of the credit.  It's not worth sending it back and getting the credit back.  Has  reading this thread anyone ever sent the book back?

I thought I was very nice about the first pm:  I simpy stated that I thought she should know the condition that it arrived in, and that I didn't know if the damage was there prior to shipping or if it was the fault of the PO.   I also stated that I knew she was under no obligation to return the credit, but it would be wonderful if she would.

I don't want to get into a heated debate about the condition of the book, nor send back the stupid thing....what happens if it gets lost?  Then I am out the book, the postage and the credit?  It's not worth it. 

Should I just mark it resolved?  What do I tell her? 

 



Last Edited on: 9/6/08 8:21 AM ET - Total times edited: 1
Date Posted: 9/6/2008 8:31 AM ET
Member Since: 1/12/2006
Posts: 4,972
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I think you made a mistake in saying she was under no obligation to return the credit. Actually, she IS. But now she is on the defensive and probably won't do it. I would let Richard know what is going on.

Date Posted: 9/6/2008 8:41 AM ET
Member Since: 5/23/2008
Posts: 12,776
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I wonder if its the same person that I got a stained book from, wanted me to return the book.  I marked it unresolved, it puts a mark on their account.  Do not mark it resolved!

 

Anne

Date Posted: 9/6/2008 8:46 AM ET
Member Since: 4/16/2008
Posts: 770
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Laurie

Awww...darn it!  I didn't realize that she HAD to return the credit,  I couldn't find that in the help docs.

The book is readable, and I can alway buy a keeper copy.  Sadly though with water damage, I don't want to keep it...should it decide to grow something nasty it will spread to my keepers...

Is it ok to e-mail Richard about it?  It says in the docs that they will not intervene on behalf of a single transaction.  What do I tell her so I don't look like I'm scamming free books? 

This is why I HATE the thought of reporting a problem! 

Date Posted: 9/6/2008 8:54 AM ET
Member Since: 4/8/2008
Posts: 111
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Karen, if she wants you to send the book back she is supposed to send you postage or an additional credit to cover the cost of postage.

From the help center (A requestor says there is a problem with a book I sent! )

A requestor does NOT have to return the item in a "problem" transaction

  • if the sender wants the item back, he or she should send postage or a credit to pay for its return.
Date Posted: 9/6/2008 9:10 AM ET
Member Since: 4/16/2008
Posts: 770
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So, after searching through the other posts, I found a copy of a note that someone else (Christy H) drafted and I added the help document piece to it.  Here's what I sent---thanks to Christy !  I'll let you all know what happens next.

Dear -----,

Thank you for replying so promptly. That lets me know that this can be worked out.  With such promptness I know I can look forward to a return of my intial credit since I will not be able to repost this book due to the water damage.  If you would like for me to return to the book I would be glad to do so but, according to PBS guidelines you will need to send me an additional credit to cover the cost of postage.  As soon as I receive the credits I will also act promptly in marking this issue resolved in the Transaction Archive.

Thanks
Karen

From the help documents:
"A requestor does NOT have to return the item in a "problem" transaction
if the sender wants the item back, he or she should send postage or a credit to pay for its return"

Date Posted: 9/6/2008 9:11 AM ET
Member Since: 7/31/2007
Posts: 2,690
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"I didn't realize that she HAD to return the credit,  I couldn't find that in the help docs." 

The sender DOES NOT have to return the credit!  The requestor can request the return of the credit but, the sender does not have to give it, the Help Docs do not say they are obligated.

I wouldn't bother the PaperBack Team with it as they will not get involved and so you are bothering with something that will just take them away from something they can help with.

Date Posted: 9/6/2008 10:14 AM ET
Member Since: 12/9/2007
Posts: 9,601
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I have just started in a situation like this!  I haven't heard back yet from the sender.  The water/moisture damage is in the middle section of the book  and looks like someone who was reading it had wet fingers.  The damage is evident from the side of the book where one section of pages is very rippled.  I sent the RWAP notice to the sender with a request for my credit to be returned.  No response yet.  This is the first time I've done this.  I'm tired of getting books that have just enough damage that some people wouldn't bother about but they would also keep the book in the system.  I want the books out of the system and I'm not going to accept books in unpostable condition any more.  On the other hand - I hate doing this and it makes me very nervous!

Ruth

Date Posted: 9/6/2008 11:44 AM ET
Member Since: 1/17/2007
Posts: 1,051
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I found this in the Help Section:

The vast majority of swaps take place without a problem at PBS.  But of course nothing is perfect!  If you receive a book with an "official" problem  (Wrong book/inappropriate item ie ARC, Damaged, Damaged by USPS, Requestor Conditions Violation), you should mark it received with a problem to note this on the sender's record and contact the sender for your credit refund. 

You are not obligated to return the problem item at your expense, but if the sender gives you an extra credit or postage to do so, of course you may.

Date Posted: 9/6/2008 12:46 PM ET
Member Since: 11/28/2006
Posts: 877
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Karen,

I'm sorry you got a crappy book - it happens, unfortunately.

Please don't mark it resolved - it's not resolved unless you are satisfied.  If you are OK with not getting your credit back, then that's your choice, but that makes it unresolved.  She should return the credit, and she should give you an extra credit if you return the book.  Any other solution is not "resolved."

Please also don't "report it to Richard" - the PBS Team cannot intervene in these types of disputes, there are simply too many of them.  Deal with the other member and do your best to resolve it.

It's nice people like YOU that make PBS a great place to swap books!  If it were me, and I wanted to read the book, I'd just call it a day and keep the book, read it, and then not re-post it.

Date Posted: 9/6/2008 6:05 PM ET
Member Since: 7/7/2007
Posts: 4,815
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Karen--

If you have access to a digital or web camera, you might consider taking photos of the damage, posting them on a photo site (like Photobucket) and sending the link to the sender.

As everyone else has said, you don't have to return the book, and they should return your credit.  Don't contact PBS for a run-of-the-mill RWP, but if the sender gets rude or doesn't respond, you can let them know then, since those actions aren't permitted.

As others have stated, do NOT mark it resolved, cause it ain't.  Doing so just allows this member to keep doing the same thing to other members.

Cheers,

Catt