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Topic: Need help with answering a pm about a 'lost book'.

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Subject: Need help with answering a pm about a 'lost book'.
Date Posted: 7/14/2009 8:27 PM ET
Member Since: 11/30/2007
Posts: 4,980
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A book that I requested went lost today. I requested it on June 16th and the sender mailed it on June 18th.  Our states aren't very far from each other,so I don't really know why it went lost. I received a credit for it, but I would rather have the book.  I was really looking forward to receiving it. Since I joined in 2007, and over 800 transactions, I have had 2-3 lost books from other members. Not a huge number. None of my books sent out have ever been lost. The sender in this case did not use PBS postage.

Here is the gist of her pm:This has never happened to me in all the years I've been on this site, so I'm finding it a little hard to believe. I'm hoping you were on vacation or perhaps forgot to mark it as received? This was a brand new book and I'm sick that it's automatically assumed 'lost'.

When I receive books from members, I automatically write the info in a notebook. Then I go to my computer and as quick as I can mark the books as received. I never received this book (unfortunately). I don't know how to answer this pm. I have the feeling that she blames me  and thinks that I'm doing something shady here. Believe me that isn't in my character.

Please help me answer this pm as politely as I can.

Date Posted: 7/14/2009 8:35 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I would just be honest with her.  Tell her politely that you have not received this book.  That you are hoping it will show up but it hasn't yet. And assure that as soon as it shows up you will mark it received in your transaction archive.  Do not let her bully you into marking it received when you haven't received it yet. The occasional lost book is not going to ruin her record with PBS.  If she starts sending you rude PMS then contact PBS and let them know.

Date Posted: 7/14/2009 8:37 PM ET
Member Since: 8/16/2007
Posts: 15,200
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"I have been watching for this book with great anticipation, but unfortunately, it has not been delivered to me.  I am still hopeful the book shows up here because I really cannot wait to read it. I will mark it as received through my Transaction Archive just as soon as I receive it."

Date Posted: 7/14/2009 8:52 PM ET
Member Since: 1/17/2009
Posts: 9,911
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"I also find it hard to believe. Whenever I have a lost book I find myself wondering if it was actually mailed. I'm sure that's not the case here, though. I am keeping an eye on the mail and as soon as I receive it, I will be marking it as such. Thanks so much!"

Very polite, but gives a little bit of sarcasm back. Couldn't resist.



Last Edited on: 7/14/09 8:58 PM ET - Total times edited: 2
Date Posted: 7/14/2009 9:07 PM ET
Member Since: 1/1/2009
Posts: 1,924
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I would send with Melanie posted, but would want to send what Sara posted. LOL

 

Seeing that member has been here so long I would think she would know that mail sometimes simply goes lost or takes a few trips to alaska before getting to it's new home.

 

 Is it normal for people to not use DC here? I use it on anything bigger than a card these days. I feel is if I didn't I would not be respecting who ever I was sending something to.

Date Posted: 7/14/2009 9:11 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I hardly ever use DC. I've sent out over 400 books and if I'd used DC on all of them I would have spent over $100. Not cost effective to me and I don't think I'm disrespectful for not using it.  DC does not guarantee delivery. It does guarantee a credit if you buy it through PBS.  But I could buy a lot of credits for that $100 I've saved.  It does help support the site  and I do use the printed postage once in awhile when I'm too busy to go tot he post office.

Date Posted: 7/14/2009 9:21 PM ET
Member Since: 1/17/2009
Posts: 9,911
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When I first started I used DC on all my books, but once I realized that books hardly ever go lost, I stopped. Now I only use it on multi-book orders (or maybe if its going to a location like Hawaii or Alaska and I think it might take a while).

I've been donating credits back to PBS to make up for not spending the $ though.

Date Posted: 7/14/2009 10:24 PM ET
Member Since: 11/30/2007
Posts: 4,980
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Thanks everyone, I knew I could count on your help.

I am going to write what Melanie posted, while in my head thinking what Sara wrote!

Date Posted: 7/14/2009 10:44 PM ET
Member Since: 8/16/2007
Posts: 15,200
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I am going to write what Melanie posted, while in my head thinking what Sara wrote! Hahaha, that is exactly what I did :-P

Date Posted: 7/14/2009 10:50 PM ET
Member Since: 4/25/2007
Posts: 11,539
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Refunding the credit for an occasional lost book is way cheaper than putting DC on every book you send.

Date Posted: 7/14/2009 10:51 PM ET
Member Since: 7/23/2005
Posts: 7,404
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Books go lost. It doesn't happen often fortunately, but it does happen.  I would just say that I hadn't received it yet, but if it does show up, I'll mark it as received through the transaction archive. 

Oops, that was redundant!  I should have read the other posts before I responded!



Last Edited on: 7/14/09 10:55 PM ET - Total times edited: 1
Date Posted: 7/14/2009 10:51 PM ET
Member Since: 3/8/2007
Posts: 2,541
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I prefer sarah response.  She is basically calling you a liar.  How rude.  But I  agree, go with Melanie's response.

OM gosh, that would make me so angry to get that message.  What is wrong with people?

Date Posted: 7/14/2009 11:05 PM ET
Member Since: 8/19/2007
Posts: 4,286
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FYI - I had a book I sent go lost - it was going from Kansas to Oklahoma - it took 6 weeks, but eventually did get there.  It's possible that the book will eventually get to you.  I'd just let her know that you didn't get the book yet, but will certainly mark it as received as soon or when it does arrive.  Good luck. Pat

Date Posted: 7/14/2009 11:52 PM ET
Member Since: 1/29/2006
Posts: 54,837
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If she starts sending you rude PMS then contact PBS and let them know.

Completely agreed.  I think she's already pushed it right up to the line by basically calling you a liar.  However, I wouldn't say she crossed it. Well, Ok, I think she did..but not enough I'd PM the Team...yet.  If it continues, though, please do let them know. 

I had a book take 3 months once.  I did use DC and it was never scanned along the way....it was really weird.

Date Posted: 7/15/2009 1:15 AM ET
Member Since: 12/9/2007
Posts: 9,601
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With the ones that disappear for a while and then magically reappear a while later I always picture them having dropped off an over-filled cart or off one of those belt things that carry them along, and they get misplaced or they drop off a cart and someone picks it up and throws it onto a cart that's going in the opposite direction of the address - gets put into wrong truck or plane and has to make the journey once again.  Then I also picture those that sort of get lost in a crack somewhere in a truck or cargo plane, etc.  Others may just sit unnoticed for a while.

Ruth

Date Posted: 7/15/2009 2:43 AM ET
Member Since: 1/12/2009
Posts: 262
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Hmmmm....if the book really was brand new, then she probably IS upset it went lost and she lost a credit and a new book.  Wonder if she wrote in a moment of haste?  Certainly, she had no right to infer you were lying, though!  Boy, you guys (gals) are all sooo nice - I can think of other things I'd like to say!  But that would only cause problems, so if it's ever needed, I should make a copy of that post by Melanie.     :)    D.

Date Posted: 7/15/2009 8:33 AM ET
Member Since: 8/10/2005
Posts: 4,601
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If this had happened to me, I would probably write back something like: "You seem to imply that I'm somehow "lying" and have received the book but not marked it as such. That is not the case--I have not received this book. I suppose I could have PMd you first and said, 'Did you really send the book when you marked it mailed or send it weeks later? Most of the books on the way to me that went lost did so because they were actually mailed later than the person clicked that they mailed it.' And then I imagine you would feel as irate as I do about your implication that I'm being less than honest. Like you, I have been a PBS member in good standing for many years with many trades in both directions. I assure you, when and if I receive this book, I'll mark it received."

Cheryl

Date Posted: 7/15/2009 10:43 AM ET
Member Since: 10/6/2005
Posts: 10,718
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I would be very tempted to PM back that if she has never had a book go lost in YEARS as a member of this site, she's lucky it has taken this long for the USPS book-eating machine to catch up with her. I've been a member of PBS since just a few months after the site opened to the public, and I've had 16 books go lost (in both directions).

Date Posted: 7/15/2009 12:45 PM ET
Member Since: 5/16/2009
Posts: 8,280
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I'm in the middle of something like this right now...

It was a promised as a 4 for 1 deal (in the bazaar)...  I received 2 of the 4 books on 6-26 in a taped manilla envelope with no plastic (which is in my RC).  One reeked of smoke (I also have an RC about no-smoking homes...) & the other was clearly dropped in a puddle or something & is an unpostable...   Neither of the 2 received was the book I originally requested for the credit.

I PM'd the other member, and they stated that they'd mailed out 2 envelopes on the same day (why?- the postage would be higher...) and that they should arrive soon. Did not make a comment on the condition of the books or the RC's, which I also mentioned.  (Also did not comment on the request for my credit back.)

Still- no books, so I haven't marked received.  I have also since seen 2 other postings by this member where they state in their posts "There is a smoker in the house."  Uh, hello?

So I guess the question is... do I let the request "time out" & then complain, or do I contact PBS to let them know, (in case they've been doing this to someone else...)  I also don't feel that it would be fair for this member to receive a credit for this transaction... when they should have simply passed on the request to begin with...   And if it's time to report this... do you just click the "contact us" button and type a message, or do you need to do something else too?

Ok, I'm done :)

Date Posted: 7/15/2009 1:03 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Debbie, if you haven't received the actual ordered book(s) then you should not mark anything received.  When the book does arrive, you do need to mark it received, and if THAT book is damaged, then you should mark it RWAP.  Unfortunately, since the other books were in a deal, there's not really any kind of refund that you could get unless the person you ordered from is willing to refund your original credit, but I wouldn't hold my breath.  Technically, if those books were posted on their bookshelf, they should meet posting standards, but because you didn't pay credits for them, PBS won't get involved.  What I would do is when the book you ordered arrives and you mark it received, make a note in the area where you can leave additional comments and tell them that you ordered books in a deal, and while this one was ok (assuming it is), the others were not.  Then at least PBS will have a record of the issue, and if they are doing this to others, it will become apparent.

Date Posted: 7/15/2009 1:07 PM ET
Member Since: 5/16/2009
Posts: 8,280
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I have my doubts that it will ever arrive... seems fishy to me...

If it never arrives, will I at least get my credit back?  Does that happen automatically, or do I have to report it somehow for that to happen?

Date Posted: 7/15/2009 1:15 PM ET
Member Since: 1/17/2009
Posts: 9,911
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Yes, you will get your credit back automatically when the order goes lost.



Last Edited on: 7/15/09 1:15 PM ET - Total times edited: 1
Date Posted: 7/15/2009 8:19 PM ET
Member Since: 1/29/2006
Posts: 54,837
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I PM'd the other member, and they stated that they'd mailed out 2 envelopes on the same day (why?- the postage would be higher...)

If I was doing a deal I sure wouldn't do that.  However, I have run across a couple people who just cannot get to the PO and will actually mail smaller packages to keep the weight down enough to put out for the mailman.  No saying with your situation, of course, just thought I'd mention why some people might do this.