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Topic: My first RWAP - help

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Subject: My first RWAP - help
Date Posted: 2/26/2010 4:34 PM ET
Member Since: 6/29/2009
Posts: 248
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I sent out a box of books to a PBSer. 7 total I think and one freebie. I meticulousy check my books before I send them out.

When he received the books I got a message that said " Book 1 had water damage. Posted books can't have water damage. I am dissappointed about this." I politely asked for a photo of the book bc I know it doesn't have damage.

He responded "It's people like you that have to ruin sites like this. I would have rejected wanting Book 2 due to the condition, but you mailed it right after telling me about it I didn't have a chance to tell you no I DON'T WANT IT. I let that go. Book 1 has water damage and I want my credit back I should be asking for two back. "

His RC stated that harback books have their covers, which book Y did. But nothing was said about condition.

I don't owe him any credits and he is still being rude, harassing me and not providing prrof of the damage he is claiming. What do I do?

Date Posted: 2/26/2010 4:49 PM ET
Member Since: 1/23/2006
Posts: 353
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I'd suggest trying to not let his rudeness get under your skin (and not responding in kind).

The first pertinent question is whether your book actually had water damage or not. I don't think it's fair to require him to "prove" it does - there's a bit of an honor system here, and while a (very) few people sometimes take advantage of that, you need to balance that with the possibility that you might have made an error. Only you know how likely that is, but even if VERY unlikely, it's still always possible. For myself, I'd try to get a little more information out of him, which may be more difficult if he's rude, but if you can get him to perceive you as different from "those people who are ruining PBS", he might be a little more forthcoming. Regardless, it's about the book, not him or you. If it's reasonably possible he's telling the truth, I'd give him a credit back and not worry about it.

The secondary question is to try to find out what he means by the "condition" issue he has with the second book. What was he referring to when he mentions you telling him something about it?

Best wishes and good luck!

ETA: Could the water damage he refers to have happened in transit?



Last Edited on: 2/26/10 4:50 PM ET - Total times edited: 1
Date Posted: 2/26/2010 4:58 PM ET
Member Since: 6/29/2009
Posts: 248
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thanks for your response. So far I have been able to not be rude. *shew!*

These book he is claiming had water damage was brand new and only read once. I checked each book before they left and they were all above and beyond postable. In immaculate condition.

He had an RC stating that all hardcovers need thei dustjackets, which all these had. As I said 6 of 7 had been ready only once and in immaculate condition. One book had the dust jacket but it was not in perfect condition (jacket was slightly beat up but still all in one piece and in decent shape). I sent him a PM to let him know that. His RC said nothing about the condition of dust jackets.

I packed the books in a large box and taped it up very well so I seriously doubt they were damaged in transit.

I do not believe there is any problems with any of the books, therefore I do not feel that I owe him any credits. I am trying to figure out how to tell him that in the least rude way possible.

How do you feel about this response?

"I go through all of my books very carefully before sending them out, so I hold firm to the fact that none of the books had water damage.

Also, your RC stated "I am not willing to accept books that are currently in a smoking home, ex-library books, or books that are missing their dust jackets if they are supposed to have one." All the books I sent you had their dust jackets in tact, as you requested.

Because of that I do not feel that any return credit is owed."



Last Edited on: 2/26/10 5:02 PM ET - Total times edited: 2
Date Posted: 2/26/2010 5:14 PM ET
Member Since: 1/15/2007
Posts: 1,410
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It sounds like a calm and reasonable response.

Date Posted: 2/26/2010 5:38 PM ET
Member Since: 7/19/2008
Posts: 15,424
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I'd like to point out that not everybody on this site has access to a digital camera or webcam to post "proof".   Or the know how to do it.

Date Posted: 2/26/2010 6:11 PM ET
Member Since: 1/23/2006
Posts: 353
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"One book had the dust jacket but it was not in perfect condition (jacket was slightly beat up but still all in one piece and in decent shape)."

As long as it was in decent shape and you are absolutely certain about the water damage, I'd say that you're not obliged to refund a credit. I'm still inclined to try to find out from him what exactly he is seeing, though. I've had the experience that when a person actually had to describe it, they realized they were, in fact, mistaken (they were embarassed and apologetic), and another time had a person who realized they were complaining about a book that I hadn't sent them (they were REALLY apologetic). In other venues, I've also myself come to the realization that things weren't exactly as I thought/remembered, and that I needed to eat some crow.

I think this is one more reason why it's so important to not base how we treat people on how they treat us.. Haven't made a mistake yet? Just wait.. ;-)

In any event, the person seems a little confused - he's asking for one credit, not for all of them, back - but he's not giving you enough info to really discern where the "problem" is. I think it's more likely he's mistaken or confused about something than he's trying to rip you off. In any event, it's really up to you. Based on what you've indicated, I don't think you're obliged to refund him. YMMV, of course!

Date Posted: 2/26/2010 6:40 PM ET
Member Since: 8/23/2007
Posts: 26,510
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When you accept an RC requiring a dust jacket the dust jacket is supposed to be in good condition-no major tears, stains, water damage etc..,  So of the dust jacket was more on the worn side-you should not have sent that one book with the order. 

Could he be confusing wavy pages with water damage?  A lot of new books have wavy pages and they look moisture damaged until you look more closely and realize that it's the cheap way they are binding books now. 

Date Posted: 2/26/2010 7:24 PM ET
Member Since: 6/29/2009
Posts: 248
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the dust jacket was in good shape. No tears or rips, just not in brand new perfect condition. I think I will go ahead and send the response I listed earlier. Thanks everyone. I am trying to give a reasonable response on this!

Date Posted: 2/26/2010 8:28 PM ET
Member Since: 4/30/2007
Posts: 2,728
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I would just like to add that if he happens to respond in a less-than-polite manner similar to his initial PM to you, you should forward the correspondence to the PBS Team.  Club rules say that members should be polite and courteous, and what he said, "It's people like you who ruin sites like this" is rude and accusatory.  Kudos to you for remaining polite even in the face of that.

Date Posted: 2/26/2010 10:39 PM ET
Member Since: 8/15/2007
Posts: 3,044
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I think you are handling it very well. I think if you're sure you checked the books and there is no damage then you should stick to it. I certainly would. I'm not going to let anyone bully me out of a credit I rightly earned. I've gotten a lot more thorough in checking books before I send them out. I not only want to be doubly sure the book is postable, but I want to provide myself with the knowledge that I was 100% sure in case of a mistaken RWAP. If I wasn't positive, I'd have to give the credit back. I think you did well in being careful to check your books over.

Date Posted: 2/27/2010 2:18 AM ET
Member Since: 12/28/2006
Posts: 14,177
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I agree with Mary.  Has he described the alleged water damage?  This could be those (ever more common) wavy pages, or maybe there's something else that is the problem for him?  See if you can get a verbal description, that may be helpful in discovering if it was a transit problem, an honesty situation, or ....whatever.

Edited because my spelling still sucks.



Last Edited on: 2/27/10 2:19 AM ET - Total times edited: 1
Date Posted: 2/27/2010 2:29 PM ET
Member Since: 9/20/2009
Posts: 125
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I agree with everyone..........If you can ask him to give you a very specific discription of what he is seeing as damage rather than the generic "it has water damage" maybe that would be of help. What distance did it cover in shipping? I am in NJ and for the last couple of weeks this coast has been getting hit with very severe weather, lots of snow, sleet, etc... with weather that causes high humidity it may be that the "wavy pages" is a result of shipping so you would not have been able to anticipate any damage of this kind.

If he had been polite, I would have given him a credit back.........

Date Posted: 2/27/2010 4:11 PM ET
Member Since: 3/27/2009
Posts: 25,000
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He responded "It's people like you that have to ruin sites like this

After this comment, I would be finished dealing with him. He would not hear from me again.  I wouldn't care if he marked the RWAP unresolved either. I'd just refuse to deal with that kind of person.

Date Posted: 2/27/2010 4:34 PM ET
Member Since: 8/16/2007
Posts: 15,188
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He had an RC stating that all hardcovers need thei dustjackets, which all these had. As I said 6 of 7 had been ready only once and in immaculate condition. One book had the dust jacket but it was not in perfect condition (jacket was slightly beat up but still all in one piece and in decent shape). I sent him a PM to let him know that. His RC said nothing about the condition of dust jackets.

Just wanted to point out that the dust jacket did need to be in postable condition, Once there is an RC asking for DJs, the postability guidelines kick in, he did not need to add an RC about condition specifically. Can't tell for sure from what you post if it was actually postable. If it was not postable, then you did violate his RC.



Last Edited on: 2/27/10 4:35 PM ET - Total times edited: 1
Date Posted: 2/27/2010 5:27 PM ET
Member Since: 6/29/2009
Posts: 248
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It was 100% postable. It just wasn't brand new. I guess this is one of those PBSers that expects every book to be in brand new condition. I have finished responding to him and I sent his PM onto the PBS team.