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Topic: GRRR!!! Damaged book...

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Mendy -
Subject: GRRR!!! Damaged book...
Date Posted: 5/24/2008 6:27 PM ET
Member Since: 6/16/2005
Posts: 8,262
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I received a book on 5/12 that had water damage on the lower back corner of the cover and 50 pages into the book.  I sent the standard "this doesn't meet the guidelines, please return my credit" message.  I waited for a response and didn't receive one so after the week had passed, I let PBS know that the sender hadn't responded to my PM.  We are now 3 days short of 2 weeks since the book arrived and I finally received a response.  She said she never sends out damaged books and that she wants the book back.  She did refund my credit.  This is what I sent:

Thank you for the refund. I would be happy to return the book if you'll send a credit to cover the cost of postage. This is standard procedure according to PBS.

From the Help documents:

~Remember that the requestor is not required to send the book back at his or her expense. There is more information about this below. The sender of a problem book does risk losing credit, book and postage; this is the incentive NOT to send problem books.

~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.

Her response:

forget it, i see that you just got a free book at my expense.

Should I just let it go?  She appears not to care about the PBS standards (books or rules).  The most irritating thing is that the packaging was perfectly dry and well wrapped.  The book was the only thing that showed any water damage.  But she insists that I'm wrong and that she never sends out damaged books.  Do I take a picture to show her the damage or just move on and forget it?  It seems stupid since I have my credit to even bother but I don't want her to leave the transaction feeling scammed and having bad thoughts towards PBS because of the whole thing.

Last Edited on: 5/24/08 6:27 PM ET - Total times edited: 1
Date Posted: 5/24/2008 6:29 PM ET
Member Since: 8/9/2005
Posts: 20,024
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Let it go the arguement is not worth it. Ive had them and they they end up doing is raising my BP.  Ive even been accused of damaging the book myself when I sent pictures of the damage.

Mendy -
Date Posted: 5/24/2008 6:49 PM ET
Member Since: 6/16/2005
Posts: 8,262
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I'm leaning that way.  It's just so frustrating, you know?  :O)   But I should know better than to get upset over it.  Maybe a nice snow cone will do the trick.  lol

Date Posted: 5/24/2008 6:50 PM ET
Member Since: 10/21/2007
Posts: 3,430
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Mendy, Having received a string of bad books, I have learned to head off any potential questions/conflicts with the first PM I send to the person who sent a damaged book.  I send a nice PM, saying what the damage is & offering to post pics.  I say that I will be happy to return the book for 2 credits per PBS rules.  If it is water damage, I will mention whether there was water damage to the outer wrapper.  If the member emailed me about the book's condition ahead of time, saying something like it has creases in the spine, etc., I say that I know you let me know of _____ which is no problem at all according to PBS rules, however the _____ damage makes the book unpostable. 

I think of the 1st PM of RWAP like Wonder Woman's wrist cuffs!  I'm trying to deflect most of the contentious back & forth PMs. 

Date Posted: 5/24/2008 6:53 PM ET
Member Since: 2/5/2007
Posts: 30,805
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I'd let it go.  Just because she thinks you got a free book from her does NOT make it true.  You are not going to change her mind.   Be happy with the credit you got and move on.

Date Posted: 5/24/2008 8:07 PM ET
Member Since: 10/1/2007
Posts: 230
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I had the same experience.  Water damaged book and the sender returned the credit but wanted the book back (and did not want to send a 2nd credit for it).  We went back & forth politely a couple of times & then she stopped responding.  I'm pretty sure she felt I had ripped her off- I got my credit back & kept the (unpostable) book.  But I felt I had done what I could- explaining the reasoning behind the 2nd credit refund.  It seems a lot of people can't wrap their head around that policy. 

I think water damage is a hard one, as I expect it's fairly easy to miss since there's no discoloration or anything missing.  I've promised myself that if I ever get a similar complaint I will let both the credit & the book go in good faith.

Date Posted: 5/24/2008 8:11 PM ET
Member Since: 10/6/2005
Posts: 10,774
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Sorry you got a bum book. I agree with the others - just let it go and hope that she will as well.

*sending cyber-chocolate your way*

Subject: water damaged book
Date Posted: 5/25/2008 8:49 PM ET
Member Since: 11/18/2005
Posts: 5,448
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Yes, just let it drop and get on with life.  Be happy for your returned credit.

Date Posted: 5/26/2008 1:45 AM ET
Member Since: 1/19/2008
Posts: 14,845
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does anyone want to share their standard 'does not meet PBS posting requirements' PM if you have one?

i received a book yesterday that has some weird splotches on the side page edges, and the dark goes down into the pages in various spots.  it looks like stains, but i don't know of what.  since the book is out of print, and i've been looking for it at my UBS for several years, i'm inclined to keep it and not ask for my credit back.  however, the person who sent it is a brand new member that my WL request went to for her first few books (but now has over 100 posted), so i'd like to gently point out the problem so she can perhaps screen her books better - and i'm not very good at gentle via PM/email.

i was so happy to finally get a copy of the book, and so disappointed when i saw the splotches.  there's eleven books in this series right now, and this is one of only two that i've never managed to find a copy of to read (though i still need several for my collection that i borrowed).  and i just noticed that it looks like the other one is being re-released later this year, so i should be able to get that one soon.

Date Posted: 5/26/2008 9:12 AM ET
Member Since: 4/20/2006
Posts: 5,752
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I would ignore it as well.  She obviously cannot read the help documents and site instructions and blames you for it.

Date Posted: 5/26/2008 10:24 AM ET
Member Since: 4/25/2007
Posts: 11,730
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Yep, ignore it.  Life's too short to worry about it and hopefully the sender takes it as a lesson to look over their books more closely when they send them out.

Date Posted: 5/26/2008 10:29 AM ET
Member Since: 10/21/2007
Posts: 3,430
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Ellen, Here is a RWAP template that I got from someone here on PBS and modified it for my own use: 


Hi PBS Member! Thank you for sending (book title).  I appreciate you sending the book so quickly (or great wrapping, etc.).  Unfortunately, it arrived with some damage that makes it unpostable. While it does not keep me from reading the book, I cannot post it because of  (list damage:  staining, water damage, writing, etc.) , which is against PBS rules.  These rules are copied and pasted below. (If the damage is water damage, state here as to whether the outer wrapping was wet or water damaged.)  Because I am unable to post this book, I am requesting my credit back. If you would like me to return the book to you, I will be happy to do so for an extra credit to cover the cost of postage (for a total of 2 credits, per PBS rules). Here is a photo I took of the book. LINK (or say I will be glad to provide a picture of the damage if you like.)  I appreciate your time and consideration in the matter. 

PBS Book Condition Rules:  *No damage at all from water or other liquid *Not soiled *No stains *No mold *No highlighting, underlining or writing on text pages

Date Posted: 5/26/2008 10:35 AM ET
Member Since: 2/28/2008
Posts: 840
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I have gotten so aggravated with water damage!!!! It seemed every other book I was getting had it, so, I went into my settings and posted under requester's conditions:

No water damaged books, I have received way too many, if I receive one I WILL ask for a credit back! It is ok if I requestedit as a Book Bazaar sale unpostable.

So far so good.

Another one that bothers me is writing in books!! UUGH! Sometimes I don't catch it until i go to read it.

Last Edited on: 5/26/08 10:36 AM ET - Total times edited: 1