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Topic: Damaged by PO- how is this supposed to be "resolved"?

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Subject: Damaged by PO- how is this supposed to be "resolved"?
Date Posted: 1/23/2009 11:52 AM ET
Member Since: 4/30/2007
Posts: 2,728
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I received a book yesterday that I had WLed for a long time, and was very happy to get it.  Unfortunately, it arrived damaged by the PO- one corner of the packaging was literally soaked in black ink, which leaked through the wrapper.  The sender fortunately wrapped the book in plastic wrap, however a bit of the ink managed to seep under the plastic wrap and stained the corner of several pages of the book, including the back cover.  This was clearly NOT the fault of the sender in any way- I do not hold her responsible or even want a credit back from her.  However, per PBS rules, I did mark the book RWAP/Damaged by PO, and let the sender know what happened.  I did make it clear to her that it is not her fault and that I am happy to have the book, as it is one I have wanted to read.

So, looking in my transaction archive for something else, I notice that this transaction still has the "Was the problem resolved?" button on it.  Am I supposed to mark this "resolved"?  In my opinion, there is nothing that the sender should be doing to resolve this issue- the book was damaged by the PO, and it had nothing to do with her.  I don't want this to count as a black mark against the sender, because she's not in the wrong at all.  I guess I just don't quite get what PBS wants from me in this situation.  It's not like the PO is going to give me my credit back for damaging the book en route, lol.  So what's to resolve??  If I don't click the "resolved" button, does it count against the sender?

Thanks for any help that anyone can provide in this situation!

Date Posted: 1/23/2009 11:58 AM ET
Member Since: 12/28/2006
Posts: 14,171
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Great question, doesn't seem right if the sender is going to have a black mark for something she had no control over. . . so If no one else offers advice, maybe you can contact your Tour Guide? 

Thoughtful of you to be concerned for another PBS member!

Date Posted: 1/23/2009 12:13 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Lesley, I had one of these myself last month.  Basically, one of the sorting machines tried to eat it:P  It was well packaged and it looked like it was in good condition before the Stephen King mangler got ahold of it, but I had to mark it RWAP - damaged by the PO.  I believe I did mark it resolved.  The sender wanted to refund my credit, but I wouldn't accept it.  I would like to know what a TG says, if you ask & don't mind updating.  I believe one of you can file a claim with USPS for the postage cost - possibly for the cost of the book, I'm not sure.  I *think* that's her - your sender - and if she gets her money back, she should offer you a credit refund.  I'm not positive about all of that though, that's just my take on it, so I'd love to know what a TG has to say on it.

Date Posted: 1/23/2009 12:43 PM ET
Member Since: 6/20/2007
Posts: 4,979
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I had a HTF OOP book recently damaged by the PO too, so I am also wondering about this issue.

Date Posted: 1/23/2009 12:56 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Ok, I have PMed a TG with this question- will post back here when I get an answer.

Date Posted: 1/23/2009 1:07 PM ET
Member Since: 12/28/2006
Posts: 14,171
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Oh yes, and will USPS cover costs if the package isn't insured?  Definately an interesting question.

Date Posted: 1/23/2009 1:11 PM ET
Member Since: 11/22/2008
Posts: 160
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If an item is insured, the post office will pay out if it's damaged or lost. But I'm almost certain they won't refund postage on a noninsured item.

Date Posted: 1/23/2009 1:49 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Well, here is what I got back from the TG who answered my question:

You do not need to click the resolved button. It will not count against the sender, as you marked it damaged by the Post Office.

It is an automated form that is initaited when the book is marked received with a problem
.

So I guess I will just leave it as-is.  It just seems silly to have that form come up for a Damaged by PO transaction.

Date Posted: 1/23/2009 1:54 PM ET
Member Since: 1/2/2009
Posts: 408
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I think this does go to show that wrapping books in plastic and taping them securely can go a long way for getting a book safely to its destination. :)  Sorry your book was injured in transit, I hope it was still readable!

Date Posted: 1/23/2009 2:01 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Amanda, this is definitely proof that wrapping in plastic is a very good thing!  The corner of the package looked like it had literally been dipped into a vat of black ink.  If not for the plastic wrap, the pages of the book would have been soaked as well.  As it is, it is just a tiny bit of the corners of a few pages, but it's enough to make it obviously unpostable.  It is still very readable, and I plan to read it very soon and will offer it  as an unpostable free with an order from my shelf when I'm done, because it is otherwise in perfect shape- the sender had bought it new and only read it once.

What's really funny is that this book came from only about 60 miles away from me- you just never know what you're going to get with Media Mail sometimes!

Date Posted: 1/23/2009 2:03 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Lesley, It maybe that it is only to sort out damaged books that aren't the senders' faults but are still reported as damaged.  There has to be a slot of that in the system if the question is asked.

Ruth