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Topic: How long to wait for response before making complaint?

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Subject: How long to wait for response before making complaint?
Date Posted: 9/9/2007 8:27 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I got the wrong book from someone.  I'm assuming she sent my book to someone else.  I PM'd her and have not marked it as received w/problem.  How long do I wait for a response? 

Date Posted: 9/9/2007 8:32 PM ET
Member Since: 5/27/2006
Posts: 11,985
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When did you receive the book and  first PM her to let her know the wrong book was received?



Last Edited on: 9/9/07 8:34 PM ET - Total times edited: 1
Date Posted: 9/9/2007 9:47 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I got the book yesterday but didn't open it until late the computer was already shut down for the night. I pm'd this morning.  Just wondering if I need to give it a few days or should I mark it received w/problem tomorrow?

Date Posted: 9/9/2007 9:59 PM ET
Member Since: 12/23/2005
Posts: 1,157
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I would wait a few days. She might have mailed your book to another member and you received the other members book. I'm assuming it's the wrong title?

Date Posted: 9/9/2007 10:12 PM ET
Member Since: 6/10/2007
Posts: 10,401
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You're not supposed to mark it received at all...with problem or otherwise. Your book has not been received at all. Don't mark it received, because the sender will get credit for a book you didn't want. You're supposed to wait until the book you ordered makes its way to you. Not everyone gets online every day, so I hope you get a reply soon. That way, maybe you can get the book you ordered.

Date Posted: 9/9/2007 10:20 PM ET
Member Since: 8/23/2007
Posts: 26,510
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So if I don't get a response by the "don't expect before" date listed do I mark it as lost to get my credit back? The packing slip had my name and the book I ordered wrapped around a different book. Not just a different cover but a completely dif book.  I ordered an historical romance and I got a religious inspirations stories thingy.  I'm thinking whoever ordered that one got my romance.  I just hate waiting.  I'm one of those who needs things fixed right away.

Date Posted: 9/9/2007 10:21 PM ET
Member Since: 1/14/2007
Posts: 16,765
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You do NOT mark it received with a problem. You mark it "wrong book received",  I would PM her again in the morning and ask for your credit back. 

Cathy A. (Cathy) - ,
Date Posted: 9/9/2007 10:24 PM ET
Member Since: 12/27/2005
Posts: 4,132
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It's the weekend. I think you need to give her at least until end of day Monday before PM'ing again. If you PM again and don't get an answer within one week, then send feedback to R&R.

Date Posted: 9/10/2007 2:00 AM ET
Member Since: 11/9/2005
Posts: 330
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There is an option that is WRONG BOOK in the recieved with problem.  And then you are supposed to PM the Member to get your credit back.

 

 


What will happen if you let the book go lost is The sender won't get a credit (Unless they used DC) But You won't get ytour credit Back either. So if the Sender agrees to Give back a credit You will have to mark it as recieved.

 

 

I wouldn't suggest sending feedback as they don't get involved in Transactions:

 

We cannot mediate individual problem swaps at PBS.  We can't adjudicate from a distance; moreover, the club is large enough that even intervening in the small percentage of disputed transactions would not be possible time-wise.  This is why marking a problem swap received "with a problem" is so important: if a sender's account shows a pattern of problems, we will intervene and the sender may be expelled from the club.



Last Edited on: 9/10/07 2:01 AM ET - Total times edited: 1
Date Posted: 9/10/2007 10:42 AM ET
Member Since: 1/11/2007
Posts: 1,534
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I would mark the book "received with a problem" now.  There is an option to mark "wrong book."    That way PBS has a record of the problem transaction.

Some people don't log in every day, but hopefully you'll hear from the sender soon.

Date Posted: 9/10/2007 11:10 AM ET
Member Since: 9/19/2006
Posts: 2,940
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From the help center:

If you received a book you didn't request (a title you don't recognize), most likely the sender put the wrong book into the PBS Wrapper with your address on it.  If this was a single-book shipment, the book you received may have been requested by another member, who may have gotten your book.  It is also possible that the sender reprinted a wrapper she or he used to send you a book in the past, and sent this book to you instead of to its proper requestor.  If this is a multiple-book shipment, the sender may have sent you a book intended for another member, or may have mixed up a Box-O-Books shipment.

How to find the sender of the book to sort this out:

  • Go to the Books en Route tab in My Account.   You can get there by clicking My Account in the toolbar at the top of the site, and then clicking the Books en Route tab (behind the Books to Mail tab).
    • Compare the state of origin on the package return address with the state of origin of each book on your Books en Route tab in My Account.  The state shows on the right of the transaction, in the "speech bubble" containing your address.
    • If there is a book that is listed there as coming from the same state, click on the transaction and send a Personal Message to this sender asking if she sent you this book by mistake.
      • If she did,
        • and sent your book to another requestor, she can offer each of you credit or postage to send the books to one another; the sender can provide the addresses in Personal Messages.  When each of you get the correct books, you can mark them received.
        • and she still has the book she was supposed to send you, she can offer to send the correct book to you. You are not obligated to send the extra book back to her, but it is a nice thing to do the sender is a new member.
    • If she didn't send you this book, check your Transaction Archive, as described below.
  • Go to your Transaction Archive, by clicking the link at the top of the My Account page, in the yellow bar.
    • Scroll down the list of recent transactions to compare the senders' states of origin with the state of origin on the return address on your package.
    • This may be easier to do if you sort your Transaction Archive to show Completed Transactions only, in Descending order.
    • If there is a book that is listed there as coming from the same state, click on the transaction and send a Personal Message to that sender asking if she sent you this book by mistake.
      • If she did,
        • she can offer you credit or postage to send the book to the proper requestor.  The sender can provide the address in a Personal Message.
Date Posted: 9/10/2007 12:03 PM ET
Member Since: 4/20/2006
Posts: 5,706
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What will happen if you let the book go lost is The sender won't get a credit (Unless they used DC) But You won't get ytour credit Back either.

Actually, if you order a book and it goes lost, you do get your credit back.  But in this case, the book would need to be marked received, but received wrong book.  There's nothing wrong with waiting a couple of days to straighten it out through pm's first.  It will probably be easier for the sender to refund the credits to both parties (assuming that they mixed up the two books when wrapping, which happens).

Date Posted: 9/10/2007 12:47 PM ET
Member Since: 3/13/2006
Posts: 2,024
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From the help center:  When each of you get the correct books, you can mark them received.

This suggests to me that you don't mark your book received until you get the proper book, but I think it's ambiguous, especially in light of the "wrong book received" option.  This actually happened to me recently, where there was a three-way error on the part of the sender.  Everyone involved responded to PMs immediately and we tried to work it out.  I sent the book I received onto its proper recipient, but the person who got my book (a different person) chose to keep the book.  I had not yet marked the book received since I was in the middle of PMs and I wasn't sure exactly what the above quote from the help center meant.  Once it was confirmed that I would NOT be receiving any book, I didn't know what to do so I asked R&R.  Under these circumstances they asked the sender to cancel my transaction, which gave me back my credit.  (I didn't ask for a credit to send the book on to the proper recipient, feeling that I just earn some "book karma" from that one instead.)

Cathy A. (Cathy) - ,
Date Posted: 9/10/2007 12:48 PM ET
Member Since: 12/27/2005
Posts: 4,132
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While it's true that R&R won't make a judgment about whether an individual book was damaged by the sender or USPS or was actually the wrong book; they will intervene if the other member does not respond to your PMs. They may not refund your credit, but they will at least try to make that member answer you.

Date Posted: 9/10/2007 12:50 PM ET
Member Since: 12/23/2005
Posts: 1,157
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I would definitely wait to see if this member is willing to straighten out her error. This happened to me at least 4 or 5 times on here. All but 1 member was willing to straighten out their error.  In the cases where the member did want to correct the error I ended up shipping the book to the correct member and received the book I ordered.  The members either sent me another credit or sent money to my paypal account to cover the postage.



Last Edited on: 9/10/07 12:51 PM ET - Total times edited: 1
Date Posted: 9/10/2007 2:00 PM ET
Member Since: 1/8/2007
Posts: 8,139
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I like to give at least a couple of days before marking "Received with Problem" and sending a PM first. That way when I do mark it, I still mark it "RWaP", but I can list the outcome of the PM discussion in the comments part to let R&R know if the member was responsive and helpful or rude and obnoxious.

Date Posted: 9/10/2007 4:03 PM ET
Member Since: 4/17/2007
Posts: 918
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well, i am in the same situation. I received a book 2 weeks ago and it is not the one i ordered. I have never heard of the book, and it is not in my "books in route to me" tab. I PMd the member right away  and have not gotten anywhere. They used DC so already got the credit. I marked it "wrong book received" and sent yet another PM but no credit. What happens now? This is just frustrating because today i also received a damaged book and one of my other books  i was waiting for went officially missing. Sucks!!! 3 points down the drain. Makes you want to give up trading.

Date Posted: 9/10/2007 4:12 PM ET
Member Since: 11/10/2006
Posts: 2,983
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Actually if you get a book you did not order it should not be marked as received UNTIL you receive the correct book. (This pertains to totally different titles, not a paperback instead of a hardback or vice versa.)

 

From the instructions on received wrong book:

When each of you get the correct books, you can mark them received.

Date Posted: 9/10/2007 4:16 PM ET
Member Since: 4/17/2007
Posts: 918
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oh, i didn't know that.  Yeah, i received an entirely wrong book.  Now i know next time. Just feeling bummed! I have sent out over 100 books (not counting my 2 for 1's and i can say they are of quality and to the right person.

Date Posted: 9/10/2007 4:46 PM ET
Member Since: 1/11/2007
Posts: 1,534
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Charlie,  Thanks for clearing that up for me.  I was confused by the Help Center's info.  :-)