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Topic: How to handle a RWP book

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Subject: How to handle a RWP book
Date Posted: 2/9/2009 4:33 PM ET
Member Since: 1/10/2008
Posts: 427
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OK guys help me out here. I got a book today that looks prestine when looking at the binding and covers. However when you look at the pages of the book (and the page sides of the book, meaning the opening side of the book)  from page 118 to page 151 the pages are all rumpled look water damaged but arent' stiff like from water. Then page 150 has something that looks like mold or mildew on the top 1/4 of the page. Also the inside corner of that page is torn (near the binding) and looks like someone tried to glue it back in. There's also a weird crease diagonally (like in a magazine when the page was not cut properly and it's longer at the top than the others so they just fold it to make it fit the right size).

So I marked it RWP, Damaged by sender (becauset here was so much tape on this thing there's no way something got through the package. I nearly didn't get it open!). There wasn't any marks on the outside that showed any damage or mishandling by the PO. I then posted all of the above info to the sender and PBS. Then I get back a message from the woman's husband saying "I'll pass you note along to my wife but there's no way she'd have sent out a book like that. Perhaps if your allergies are that bad you should purchase your reading materials new".

Now I have a smoking RC. However, the book smells fine. I never mentioned the smell because it doesn't stink. It's not about allergies or RC's even. It met my RC. It doesn't meet PBS guidelines. I didn't even ask for my credit back. I just wanted it noted by the sender and PBS that it wasn't a postable book. So I sent a message back saying that it didn't have anything to do with allergies it was the condition of the book.

My question is...when you get a book like this do you just let it go or do you say something to the sender and PBS? Do you ask for your credit back? I have on 2 occassions asked for my credit back and only gotten it back once. Should I go ahead and ask for the credit back or just leave it as is? What do you all think?

Date Posted: 2/9/2009 4:40 PM ET
Member Since: 1/13/2009
Posts: 527
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Ask for your credit back.  If it was unpostable, it should not have been posted.  Sometimes it helps if you take pictures of what you are talking about so they can actually see.

 

K

Date Posted: 2/9/2009 5:05 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I at least mark RWP. If it's something that could have been easily missed and the book isn't gross then I don't necessarily ask for my credit back.  But I do RWP because I want it on record incase this person has a habit of sending out bad books. 

I've asked for my credit back 4 times and got 3 of them back. ONe from a long time member who said since she got it that way from PBS it was ok and I should just be greatful to get a WL book and not to ever order from her again.  The other 2 just apologized. The one that didn't give me a credit back just denied that they sent a bad book and basically said tough luck.

But out of 300 or so books received I think I've think I"ve only marked maybe 6 or 7 as RWP. I've received a lot I wouldn't necessarily sent out myself but they were borderline and I decided to let it go.  I figure they'll just end their life as a postable book with me.

The book you received sounds like an obviously unpostable book and should not have been sent. 

Date Posted: 2/9/2009 5:38 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Hey Michelle:)  It looks like you've done what you're supposed to do.  The book sounds like a multiple issue mess to me, and I'd have probably asked for the credit refund just on GP, but that's an individual choice thing.  I suppose you still can ask.  It might be awkward at this point, since you didn't ask initially, but I don't know why you couldn't ask now, especially since you haven't submitted a follow-up yet.  I try to decide that in advance, so that the tone of the response isn't a factor in making that decision, and I'm following the RWAP procedures in the exact order the help docs detail them in.  But there is more than one way to resolve a problem swap aside from a credit refund, and a resolution pretty much has to start with a sender acknowledging that there was a problem:P  As far as notifying PBS, you already did that with the RWAP, and you can still follow that up with marking it unresolved, whether you asked for the credit return or not.  Some people might argue that you shouldn't if you didn't ask them to resolve it by refunding your credit in the initial PM, but I don't think that a refund request has to be in the initial PM in order for a swap to be marked unresolved.  The help docs do say that "Your PM should be polite but clear. It should clearly ask for a response, and if you want a credit refund, this information should also be included in the PM.".  But again, since they can resolve it in other ways, I don't know why an initial refund request would be a requirement for marking it unresolved.   When you submit your follow-up, here's something from the help docs on how to mark it and what the options mean:

What the options mean

  • Sender resolved the problem means the swap does not need to be resolved further
    • the resolution could have been that the sender refunded the credit
    • the resolution could have been that the sender sent another book as replacement
    • the resolution could have been that the sender offered resolution, but you declined
  • Sender did NOT resolve the problem means that the sender responded to your PM, but did not settle this swap to your satisfaction, and there is no further negotiation happening
    • this could be because you disagreed about a book's condition
    • this could be because you did not like the resolution that she or he offered
    • this could be because the sender refused to refund credit or replace the book (or promised to replace the book or refund the credit, but book/refund was not received)

Date Posted: 2/9/2009 5:53 PM ET
Member Since: 1/10/2008
Posts: 427
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I think I'll just go ahead and send another PM and say "Based on the condition of the book, I respectfully ask that you refund my credit for this book. Thank you." and be done with it. Then I'll mark it resolved if they do and not resolved if they don't or if I don't hear back from them. I think he basically didn't believe me anyway. Course I thought it was odd that the husband was answering for her anyway.  The whole deal is weird. Either way I'll just have to post it as a damaged WL book when I'm done with it.

Thanks for your input you all! That's why I love to ask my questions here :)

Date Posted: 2/9/2009 10:17 PM ET
Member Since: 1/8/2007
Posts: 8,139
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Oh, Michelle! Be sure to give the other person a deadline, and state that you'll mark the "unresolved" if you do not hear back by that date. Don't leave it open-ended.

Date Posted: 2/9/2009 11:09 PM ET
Member Since: 12/9/2007
Posts: 9,601
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You do need to specify a date by which you need to hear from them.  That's always the hardest part for me.  I can't ever seem to make it sound freindly or non-harsh.  Someday I will come up with just the right words that I plan to make into my boilerplate reply to these RWAP books.

Ruth

Date Posted: 2/11/2009 2:07 PM ET
Member Since: 1/10/2008
Posts: 427
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Well I've finally heard back from her, instead of the husband, and she acknowledged that the book was that way when she got it and she knew it when she sent it out. She just didn't think it was a problem since it was a readable. Well it is readable but I wouldn't use a credit for it. That's a readable freebie not a postable book!

First she told me I had automatically gotten my credit back when I marked it as unacceptable (RWP). I explained that it didn't work that way (as politely as I could). Told her how to give me the credit back. Now she says she'll gladly give me the credit back if I send her the book back.

So today I sent her another message quoting the PBS rules that say I don't have to send it back at my expense so and saying please just refund my credit.

We'll see what I get next

Date Posted: 2/11/2009 2:29 PM ET
Member Since: 8/9/2007
Posts: 4,058
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*Sigh*  I feel for ya, Michelle.  Why people can't just look at the help docs themselves is beyond me.  They get all of the help doc links to research what they should do in the RWAP notice from PBS, I guess they just don't bother to look at them.

Date Posted: 2/11/2009 2:30 PM ET
Member Since: 1/16/2008
Posts: 397
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I've only marked 1 book RWP & that one had the binding broken with pages falling out.  The sender claimed it happened in transit but also offered my credit back immediatley.  I've had multiple books that after reading through I found many things that make me unwilling to repost, but by the time I found them I had already accepted the books in the system.  I'm slowly adding to my unpostables list with those that are perfeclt readable but not up to PBS guidelines.

Date Posted: 2/11/2009 2:33 PM ET
Member Since: 1/14/2009
Posts: 30
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I read this post, and it was helpful to me as well.  I was wondering though, what does RWP mean?  I had no idea how to mark a book as RWP.

Thanks!

Date Posted: 2/11/2009 2:46 PM ET
Member Since: 10/13/2007
Posts: 36,445
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I for one would not send the book back if the person claims it was readable.  Just seems to me that they will repost it on the site as soon as they get it back.   Nor are you required to send it back.

Date Posted: 2/11/2009 3:07 PM ET
Member Since: 1/16/2008
Posts: 397
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I read this post, and it was helpful to me as well.  I was wondering though, what does RWP mean?  I had no idea how to mark a book as RWP.

RWP= received with a problem.  When you go into the system to mark a book received you're asked to either click yes, no, or yes but with a problem ;)

Date Posted: 2/11/2009 6:13 PM ET
Member Since: 1/10/2008
Posts: 427
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And so the saga continues...I'll paste in the deligtful message I got from the husband.

"I will forward your note to my wife.I hope you enjoyed reading the book anyway.Were it up to me I wouldn't be so polite.I only hope we'll have no further dealings with you."

Now to me that is just uncalled for. I have been very nice about this whole thing. I've never been nasty or overbearing about it. Beside that what's it got to do with him. This is between she and I. I started to send a note back telling him that he hadn't been polite, she had. Then I decided to leave it alone. If I don't get my credit then I'm going to mark it as unresolved. I guess I need to send a message back saying if I don't get it by tomorrow evening then I'll mark it that way. I'd like to report this jerk to PBS but figured I better just leave well enough alone.

 

Date Posted: 2/11/2009 7:07 PM ET
Member Since: 12/9/2007
Posts: 9,601
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It's hard not to answer back when these things happen and you're being tag teamed.  But just stick to business and you'll be okay.  Someone has to take the high road in these things.

Ruth

Date Posted: 2/11/2009 7:49 PM ET
Member Since: 11/6/2008
Posts: 110
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Send a note to the sender about the problem with the book, but don't mark it as RWP and don't ask for your credit back.  Assume the sender acted in good faith. The sender will likely get the message and will be more careful in the future.

The above is exactly what I did when I recently received a book with a problem.

Why are you spending so much time and aggravation over one credit?  Is it worth it?



Last Edited on: 2/11/09 7:51 PM ET - Total times edited: 2
Date Posted: 2/11/2009 8:22 PM ET
Member Since: 8/9/2007
Posts: 4,058
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I don't think so, Richard.  The site rules don't say to use discretion with marking unpostables RWAP.  Ask for your credit, don't ask for your credit; it's up to you to decide which.  But when it comes to unpostable books, you mark them RWAP 100% of the time, come hell or high water, or you aren't following the correct procedure. 

Date Posted: 2/11/2009 8:37 PM ET
Member Since: 1/10/2008
Posts: 427
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How can you assume the sender acted in good faith when she acknowledged she knew the book was in that condition. I don't consider mold/mildew on a page as acting in good faith. It's clearly unpostable.

I'm not sending any more messages to these people. I will just mark the transaction as unresolved and let it go but it is very frustrating to think that someone would knowingly send out a book that was in this condition and act as tho it was no big deal. Just because a book is readable doesn't make it postable.

I don't feel like I've spent that much time on it. It's been 2 days. The other person is fairly slow to respond so it's not as tho this has been a back and forth thing for a long time. Also PBS rules say to give it a week. I just don't see why the husband is even involved in this and why he's being so nasty. She's been very polite about it, as have I. I just pointed out the rules where she had misinterpreted them. Which I hope if I had done, someone would point out to me.

Date Posted: 2/11/2009 8:40 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Michelle, if it was me, I'd be having visions of strangling this guy with his mouse cord:P  Do not sweat the need to vent.  We all do:)

Date Posted: 2/11/2009 10:08 PM ET
Member Since: 1/10/2008
Posts: 427
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LOL Kim, the thought has sort of crossed my mind. Course I read a lot of cozy mysteries so many other, more colorful ideas have entered my head too :)

Date Posted: 2/11/2009 11:05 PM ET
Member Since: 1/1/2009
Posts: 1,924
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I think you did all the right things Michelle, sorry it did not work out!       :(

Date Posted: 2/12/2009 1:36 PM ET
Member Since: 1/10/2008
Posts: 427
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Well she gave me my credit back so it's all over with. At the end she was kind of abrupt but not rude like her husband was. Oh well. Tis all over now :)