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Topic: how long to wait on member re: problem?

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Subject: how long to wait on member re: problem?
Date Posted: 1/11/2008 10:32 PM ET
Member Since: 5/3/2006
Posts: 6,436
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I received a badly cleaved book and pm'd the sender about it.  That was several days ago. How long should I give the person and what should I do if they never respond? This book was unquestionably unpostable - it's in two sections.

Date Posted: 1/11/2008 10:36 PM ET
Member Since: 5/29/2007
Posts: 13,347
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How long to give them to do what? 

Are you waiting on their response before you mark the book?  If so, it needs to be marked RWP, no matter what communication you have with the sender, tho if they respond and make it right, that should also be included in your comments to PBS.

Date Posted: 1/11/2008 11:04 PM ET
Member Since: 2/28/2007
Posts: 2,164
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As Julie states, you need to mark the book RWAP.  Here's some additional info from the help center that may be of use to you:

If a book you requested with a credit arrives with a problem, you need to PM the sender (instructions below).  If the sender does not respond to your PM within a week, let us know.  Non-response to PMs that clearly ask for a response acts as a "double black mark" on a sender's account, and non-response from a sender after this pattern is established in his/her account will be taken as admission of fault.   We will intervene in those cases.

Date Posted: 1/11/2008 11:17 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Did you mark it RWP? You need to do this even if they give you a credit back. It needs to be on record incase this person has a habit of sending out bad books.  After that there's not much you can do to get your credit back if they just refuse to give you one.  PBS doesn't get involved in every bad book dispute. But they will if you mark it RWP and they've had a bunch already they might suspend the person's account and help you get your credit back if they can.  Did you check to see if their account is still active?  Just follow whatever the guidlines say and hope for the best. 

I had one book come where I marked it RWP.  I did get my credit back about 3wks after I notified the sender.  I don't think they come on very often. It's possible that they didn't have a credit to give me right away.  Some people spend them as soon as they get them. 

Date Posted: 1/12/2008 12:59 AM ET
Member Since: 5/3/2006
Posts: 6,436
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Yes, I marked the book RWP.

I didn't actually ask for a response, I was trying to be non-confrontational. I've run into a lot of nastiness lately. I guess I should send another PM and be blunter.

Date Posted: 1/12/2008 1:00 AM ET
Member Since: 8/23/2007
Posts: 26,510
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If you didn't ask for your credit back you probably won't get it back.

Cathy A. (Cathy) - ,
Date Posted: 1/12/2008 12:09 PM ET
Member Since: 12/27/2005
Posts: 4,103
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Yes, you really do have to use the words "please refund my credit". If your PM says "I just wanted you to know ...." that could be misinterpreted.

Date Posted: 1/12/2008 12:44 PM ET
Member Since: 5/3/2006
Posts: 6,436
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See, just the other day I read a post here saying you got better results if you didn't ask straight out for your credit back. I could not have had worse results than I've had the last couple of times, so I thought it worth a try. ;-)

Cathy A. (Cathy) - ,
Date Posted: 1/12/2008 1:12 PM ET
Member Since: 12/27/2005
Posts: 4,103
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I'm sure people do react differently, and some are probably going to be rude no matter what you say. I'm totally in favor of being polite, but I also believe in being direct and asking for what you want!

Plus, I think if the other guy was not smart enough to read the rules, he's probably not smart enough to read between the lines and figure out what I want him to do.

Date Posted: 1/12/2008 3:18 PM ET
Member Since: 4/25/2007
Posts: 11,367
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I always find it's best to be crystal clear in what you want if there's a problem.  How can the other person make it right for you if you don't tell them what it will take to make it right in your eyes?  If you want your credit back for a damaged book, tell the other person how the book is damaged and then ask for the return of your credit.  They can't read your mind and figure out you want it back if you don't ask.