Discussion Forums - Questions about PaperBackSwap Questions about PaperBackSwap

Topic: HOW DO I CONTACT PBS ABOUT AN ISSUE?

Club rule - Please, if you cannot be courteous and respectful, do not post in this forum.
  Unlock Forum posting with Annual Membership.
Subject: HOW DO I CONTACT PBS ABOUT AN ISSUE?
Date Posted: 8/19/2008 11:12 AM ET
Member Since: 2/18/2007
Posts: 2
Back To Top

A person requested a book from me.  The book I posted matched up with everything on PBS when I posted it-there was no photo available on PBS.  The book is in good condition and also met with the requestor's own personal conditions.  The book was posted correctly and properly.  They receive the book and then claim it's not the right book.  Their reason is that their granddaughter is collecting the series by the publisher and the requestor was not aware that a miniature version of the series was also available as that info was not included in the description provided by PBS.  I know nothing about the publisher and therefore do not know to forewarn that there is a difference in size between the book I've listed and others in the series.  I've got another book by the same publisher, that is the same exact size and type, so it's no fluke or mistake that the publisher does indeed offer/make this size of books in many different themes (and that one is posted correctly as well).  So it wasn't a case of it being the wrong book sent as it matches with the info PBS has on record.  It's not my mistake, yet I'm getting the "wrong book sent" label because she ordered the wrong thing and because PBS did not include the book measurements in the description.  This bothers me.  She is complaining that she had to buy a credit in order to request my book.  I informed her that I would not be refunding a credit in this situation, but that she could feel free to repost the book in order to get her credit back.  I need to contact PBS about this to have it taken care of and perhaps have them step in if necessary.  I think PBS needs to be putting book measurements in with their listings/descriptions so that people know so that this type of thing doesn't happen to someone else.  I don't want to be out a credit or have a bad mark on my record because of the lack of info provided by PBS.  I'm just not sure how else to handle this.  Anyone?

Date Posted: 8/19/2008 11:16 AM ET
Member Since: 5/14/2007
Posts: 881
Back To Top

Bottom of any page is a "Contact Us" link. You click that and then hit the feedback button.

HOWEVER, You don't need to contact them if the book you sent had the correct isbn and matched by title, author, type of covering (hard back and softback).

This is the requestor's issue.

If you choose to report the book as not being described correctly I am sure that would be appreciated though.

Date Posted: 8/19/2008 11:16 AM ET
Member Since: 2/5/2007
Posts: 30,797
Back To Top

You can contact PBS by using the "contact us" link at the bottom of this page.   However, they don't get involved in personal disputes between sender and requestor.  If you read the thread Following PBS Rules. But I get the black mark? , you'll see that you have handled it fine and you should probably just let it go.   One person saying you sent the wrong book is not going to hurt you on PBS.   And yes, you were RIGHT and they were WRONG.



Last Edited on: 8/19/08 11:17 AM ET - Total times edited: 1
Date Posted: 8/19/2008 11:25 AM ET
Member Since: 2/18/2007
Posts: 2
Back To Top

Thank you 'SHINE, I just finished reading through that thread and see what you mean.  Perhaps I will just wait and see what happens, and just send PBS a suggestion on putting book measurements in their posted descriptions of books instead of a complaint.  And I'll just wait and see how she responds to my reply of her complaint.  I may not even need to to contact them about it.  I just like to be informed, just in case.  So thank you all for telling me about the "contact us" icon at the bottom.....I must have missed it when I looked before.  LOL  :o)

Date Posted: 8/19/2008 11:28 AM ET
Member Since: 8/16/2007
Posts: 15,185
Back To Top

Book size is not one of the things required to match. ISBN, Author, Title and binding type are the only things that need to match; so PBS does not need to list the size. If a requester wants more things to match, then they need to have Requester Conditions set up to state that. As long as those 4 items matched the system on the book you sent, then you do not need to return the credit. If any of those 4 things did not match, like title in system said collectors edition and yours was not titled that way or you send a paperback when the system said Hard Cover, then you need to return the credit. PBS will not mitigate individual swaps. One RWP on your history will not matter, especially if there are PMs showing that the complaint was unfounded.  

Date Posted: 8/19/2008 11:29 AM ET
Member Since: 8/1/2007
Posts: 5,034
Back To Top

If it were me, I would post the PBS description of the book in a PM to the requestor and make a note of how your book matched every part of that description.  I would then say that I am sorry that the book did not match her collection and mention that the next one she orders might not match either.  I would recommend that she user Requestor Conditions to include further decription details so that she could get the collectible version of her book.

That way you are leaving a clear and detailed explanation of the problem if PBS looks into it.  Having one mark against you (even though it was truly not a mistake) will not hurt your standing.  And.. if they did decide to look into it, they would see the truth of the matter in your PMs

Sianeka - ,
Date Posted: 8/19/2008 1:19 PM ET
Member Since: 2/8/2007
Posts: 6,630
Back To Top

Just want to point out that if you click on the Options button on Book Details page, then Edit Book Data, you can see the size information associated with that ISBN.  (Of course, you'd then get out of the Editing screen, unless you wanted to submit a data edit.)  But anyone that wants to see if there is size data on a listed ISBN can check using this method.

And I agree, you only need to match title, author, ISBN and binding type when posting a book.  So if your ISBN and other data matched the PBS listing, you do not need to worry about the size.  I only listed the method above as a reference tool.

Date Posted: 8/19/2008 4:25 PM ET
Member Since: 7/31/2007
Posts: 2,690
Back To Top

There could be a reason that there is not a size listed....there may be several "Paperback" versions of this book but, they are of varying sizes.

Date Posted: 8/19/2008 7:45 PM ET
Member Since: 8/6/2006
Posts: 153
Back To Top

I would think that if they were to make different sizes that they would have given them different ISBN numbers if they are part of different sets...

Date Posted: 8/19/2008 7:56 PM ET
Member Since: 8/16/2007
Posts: 15,185
Back To Top

Not always Stacie, in fact, not often. Publishers re-use ISBNs all the time, for different sizes, different binding types, different covers, different releases...

That is why it is important to check that the 4 key items match PBS when posting (and post as a book without an ISBN when they don't) and have RCs if there is something that could differ that PBS doesn't include in the 4 must match items if there is something else that is important to you.