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Topic: How long does it usually take to get a response on a damaged book?

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Subject: How long does it usually take to get a response on a damaged book?
Date Posted: 12/18/2013 2:57 PM ET
Member Since: 4/4/2013
Posts: 10
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Long story short : I ordered a book, and it arrived in terrible condition. It's obvious that this water-staining and torn binding happened before this book even got into the mail - but the worst part is that there's a large, VERY obvious chunk of pages just torn right out of the middle of the book!

I put in a formal note that there's a problem. I know that there's a 5-day waiting period, and it's only been a little more than 24 hours, but I tend to get impatient when I've been wronged. I'm not sure what happens next. I've gone through all of the help files and I'm not sure what action is taken if this trader doesn't respond. I know that PBS won't arbitrate. Do I get my credit back if there's no response, or do I just kinda have to wonder and wait?

I've sent the trader pics and an offer to return the book.

I even took pics, because the damage is so obvious and sad that it's insulting that anyone would even think to send this book.




Any experience with this would be great to hear.

Date Posted: 12/18/2013 3:11 PM ET
Member Since: 1/30/2010
Posts: 8,503
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You didn't specify, but did you tell the sender you need to hear back from them within 5 days?  You need to give them a specific time period, so if you didn't this time, do that next time.  If you didn't, wait 5 days, and PM them again (from your transaction archive, so it'll be attached to that book transaction).  If you still don't hear back from them after time runs out, click "no response from sender" (or whatever it says similar to that) in your transaction archive, and contact TPTB.  PBS will return your credit if the sender never responds.  If the sender does respond, it's up to the sender to return your credit or not.


Last Edited on: 12/18/13 3:12 PM ET - Total times edited: 1
Date Posted: 12/18/2013 3:43 PM ET
Member Since: 1/17/2009
Posts: 10,238
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Wait about 5 days, and then check your credits, sometimes people just refund a credit without ever responding to the PM message.

If you haven't received a response and/or your credit back, then go ahead and mark the transaction "no response from sender"  and follow the rest of the instructions.

There is no need to wait 5 days and then contact them and wait 5 more days before you mark "no response".

If they never respond, then PBS will take that as an admission of guilt on their part. If they DO respond, and deny the damage, unfortunately, even pictures won't help you as PBS does not get involved in swaps where the parties have engaged in a dialogue but disagree on the condition.

Last Edited on: 12/18/13 3:45 PM ET - Total times edited: 1
Date Posted: 12/18/2013 3:45 PM ET
Member Since: 4/22/2006
Posts: 4,752
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Wow, that book is in REALLY BAD shape.  Will be interesting to hear what the sender has to say.   Probably a flimsy excuse something along the lines of . . . "but it was fine when I shipped it."   I can't comprehend why someone would ever ship a book in that condition thinking they'd get a credit out of it.  Good luck.

Date Posted: 12/18/2013 6:45 PM ET
Member Since: 4/4/2013
Posts: 10
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Thanks all! Waiting game it is.

I can't fathom sending out something in this condition, either.

Date Posted: 12/19/2013 10:00 AM ET
Member Since: 7/7/2007
Posts: 4,815
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Also, have you explicitly asked for whatever resolution (i.e. "please refund my credit") that you want? Sometimes folks just think they are being notified, and don't realize they need to do anything.

Date Posted: 12/19/2013 3:06 PM ET
Member Since: 8/26/2006
Posts: 9,357
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If you left the box checked asking for a credit refund when you marked the book "received with a problem --> damaged by sender" then the sender received your refund request, so you're on the 5 day clock.  (If you want to check it, the message sent to the sender will show on your "request details" page, which is in the transaction's box in your transaction archive, near the PM button there.)