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Topic: PBS not responding to feedback?

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Subject: PBS not responding to feedback?
Date Posted: 8/7/2017 9:34 PM ET
Member Since: 6/3/2013
Posts: 40
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I sent two feedback messages to PBS a week ago and they have not replied to either one.  Anybody else not getting a response?  

Date Posted: 8/8/2017 1:17 AM ET
Member Since: 2/26/2009
Posts: 36,253
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I send feedback about a week ago and heard back about a day later

Date Posted: 8/8/2017 9:40 AM ET
Member Since: 4/28/2009
Posts: 9,750
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They replied to mine within 48 hours.

Date Posted: 8/8/2017 9:50 AM ET
Member Since: 9/18/2008
Posts: 388
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They haven't replied to either of mine in 3 weeks. I've sent two feedback requests for the same thing and still no reply.

Date Posted: 8/8/2017 11:37 AM ET
Member Since: 9/22/2010
Posts: 3,247
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I sent them feedback about a problem yesterday.  Twice over the last few months, adding a book to my "I'm currently reading" display on my Profile page resulted in another book being deleted from that display. This after I'd go in and try adding the book over and over.

They didn't get back to me, but they apparently fixed the problem.  I say 'apparently,' as all the books not display and PBS didn't send me anything to say they worked on it.

LATER:  I received a message from PBS today stating they had fixed the problem.



Last Edited on: 8/9/17 8:31 AM ET - Total times edited: 1
Date Posted: 8/8/2017 4:36 PM ET
Member Since: 2/12/2006
Posts: 4,412
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Have you checked your Club Communications?  If their email(s) ended up in SPAM, they would still show up in Club Communications.

Date Posted: 8/10/2017 12:36 PM ET
Member Since: 9/22/2010
Posts: 3,247
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Today, I again sent PBS feedback about a problem I thought might have occurred. Within two hours I received a reply to my satisfaction. 



Last Edited on: 8/10/17 12:36 PM ET - Total times edited: 1
Date Posted: 8/10/2017 10:05 PM ET
Member Since: 6/3/2013
Posts: 40
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No, they are not replying to me at all. I sent them two messages on 8/1/17. One was about not getting scans from the USPS for Quick Credit, the other was to ask them why they disabled my Instant Credit in the first place and could they re-enable it.   I've checked my Club Communications, which are only going back for 30 days, because I can't remember why they disabled my Instant Credit other than they had a hissy fit about me being a real person when I joined.  I ended up having to send them a copy of my driver's license to prove I'm real. I think they diabled my Instant Credit during all that because they refused to believe I'm a real person for whatever reason.  I haven't heard back from them on either message and it's been over a week.  

Date Posted: 8/11/2017 2:07 AM ET
Member Since: 9/19/2006
Posts: 3,418
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WOW, Shawn! Any idea WHY they thought you weren't a real person? I have never heard of someone having to send in a copy of their driver's license for proof they are real. Weird.

Pam

PBSTeam - PaperBackSwap Team
Date Posted: 8/11/2017 4:15 PM ET
Member Since: 7/17/2005
Posts: 337
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Shawn and Tory, since you have waived privacy concerns by sharing your version of events here:

We requested proof of age from Shawn back in 2013 because

(1) Shawn registered at the same address as Tory, and the indicators were very clear (for fraud detection practices we won't specify further) that the two acounts were created by the same person. This is common when a member is trying to create an extra account for a family member (such as a child).
(2) Tory had specified an age when registering that, if it were accurate and Shawn were Tory's child, would make Shawn likely to be (but not definitely) under 18 years old.

During our investigation into the situation, we asked for proof of age from Shawn. When Tory wrote in stating that Shawn was over 18, we took Tory's word for it, and activated Shawn's account. Shawn did not have to send in any proof.

Tory, we responded to your first feedback message less than 6 hours after you sent it in, with a detailed, clear response. You replied to it, so we do know that you received it. The answer we gave will not change; sending in the question multiple times will not get a different answer; neither will posting about our "non response" in forums.  Shawn, your question is related to Tory's. We could go into more detail here about that, but we'll spare you, unless you insist.

Date Posted: 8/11/2017 7:06 PM ET
Member Since: 4/28/2009
Posts: 9,750
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I sent a msg regarding a problem with a WL transaction last night and it was fixed already this morning when I got up and I had an email saying so also.



Last Edited on: 8/11/17 7:07 PM ET - Total times edited: 1
Date Posted: 8/12/2017 4:54 PM ET
Member Since: 8/26/2008
Posts: 797
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Just curious. I have 5 adults living in my home. Myself, my husband, my mother-in-law and my two sons ages 24 and 28, Persently I just get books for anyone in the household but I take it that as we live at the same address, they could not have their own account without a dog and pony show . REALLY!!!

So a husband, adult child, or parent living with you can not have an account !!!

Really.

Never tried but just so disgusted with all this garbage!



Last Edited on: 8/12/17 4:58 PM ET - Total times edited: 3
Date Posted: 8/12/2017 5:26 PM ET
Member Since: 1/7/2007
Posts: 941
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Hmmmm, sorry but there is a Terms Of Use clause that everyone agreed to when they came aboard this site. 
Access to the Terms of Use is available at the bottom of this page - just below where it says 'Back to the Top' is this part:

By using this Web site, you confirm that you have read, understood, and agreed to be bound by the Terms of Use
US Patent Number 7,877,315 | Copyright © 2004 - 2017 PaperBackSwap.com. All Rights Reserved. 

Under the Terms of Use is section 3 which has the following Membership Requirements.

Membership Eligibility

This Site may be used only by persons 18 years of age or older. National Book Swap makes no representations whatsoever regarding the suitability of any items exchanged through this Site.

One Account per Person, Maximum of Two Accounts per Address or Household
No individual is permitted to register more than one account. No individual may register "for" another person, or manage more than one account. No more than two accounts are permitted per address or household. Only one account per household will be eligible for startup Credits. 

No Institutional Membership
Membership is permitted for individuals only. No organization, institution or other association may become a member of, or participate in, the service. 

Registration in Own Name
Accounts may be registered only by the individual seeking membership. Registration of accounts in a name other than the registrant's, fictitious or real is expressly prohibited. Such use constitutes fraud and may give rise to criminal prosecution and substantial damages. National Book Swap prosecutes fraud to the fullest extent of the law. 

Transferability
Your account and Book Credits are not transferable. 

Correctional Institution Inmates Prohibited
This Site may not be used to ship books to or from any jail, prison or correctional facility of any kind. Inmates at any jail, prison, or correctional institution are expressly prohibited from using this service. By agreeing to these Terms of Use, you acknowledge that you are not currently incarcerated in any jail, prison, or correctional facility of any kind and further agree not to allow your account to be used by any inmate at any jail, prison, or other correctional facility.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Does anybody who is a book reader read these things or are they simply too easy to forget about - surely everyone in a Bookclub has the ability to read and comprehend - I'm getting up in years so a little forgetfulness may be in order for some of us - me especially - but its not too much of a stretch to go back and re-read what the rules of using this site are - it's easily available to anyone, and easily comprehensible.

Danny N (Alameda) - Havelock NC 



 



Last Edited on: 8/13/17 2:41 AM ET - Total times edited: 2
PBSTeam - PaperBackSwap Team
Date Posted: 8/12/2017 6:22 PM ET
Member Since: 7/17/2005
Posts: 337
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Mary, we're sorry if we weren't clear --multiple adult members of the same household each having accounts is rarely an issue.

The Terms of Use that were relevant here are (1) each accountholder must register himself/herself and (2) persons under 18 can't hold/manage acounts.

Date Posted: 8/13/2017 8:52 PM ET
Member Since: 6/3/2013
Posts: 40
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Yes, I had to provide my Driver's License......when I turned 18, I joined PBS because my Mom recommended I do so.  PBS did require my DL as you kept insisting I was not "real" or of age.  And you HAVE NOT REPLIED TO ME AT ALL...this message here is the first contact I've had regarding my account.  So  what the heck?   Yeah, Mom and I had the same address, I had just turned 18, now I live next door so we have seperate addresses and I'm 23.  It's been 4 YEARS since you disabled my Instant Credit.  I haven't broken any PBS rules, so I don't understand the hostility here. I asked you switch my account to Instant Credit as I don't remember why it was put to Quick Credit and unlike is says in the TOS, there is NO email in my club communications explaining why.  My club commincations only go back 30 days that I could see, so I couldn't find the original reason (screenshot attached of my club communications, yes the photobucket account is my Mom's as I don't have photobucket account).  I think it was because you guys had such a cow over my account to begin with, I honestly don't remember.  That has now been years ago, so asking it to be put back to Instant Credit I don't think is that unreasonable.  And you have NOT replied to me!  This hostile message from PBS is the only communication I've gotten from you about my request.  I'll let Mom reply to the rest as just WOW!  Hostile much??????

http://i1365.photobucket.com/albums/r751/scifiponygirl/screenshotPBS_zpsacyhu0cj.jpg



Last Edited on: 8/13/17 8:54 PM ET - Total times edited: 1
Subject: REBUTTAL-Warning one swear word in one of the private messages.
Date Posted: 8/13/2017 10:09 PM ET
Member Since: 9/18/2008
Posts: 388
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REBUTTAL:  I'm so angry right now I'm shaking.  But yes, I will respond to this crap.  I have NOT broken any PBS rules or TOS.  I will reply to this with screen shots and waive my privacy because I am FURIOUS.  My replies will be in yellow, PBS part are in green.  I have no idea what PBS problem is with me or my family, but this is ridiculous. They asked for an explanation, I gave them one. They apparently did not like it or believe it, just like they gave me grief over Shawn's existance.  I understand I may come across as snarky sometimes, I have an agressive personality, but I do not deserve this crap when I have done nothing wrong!  

Shawn and Tory, since you have waived privacy concerns by sharing your version of events here:

We requested proof of age from Shawn back in 2013 because

(1) Shawn registered at the same address as Tory, and the indicators were very clear (for fraud detection practices we won't specify further) that the two acounts were created by the same person. NO THEY WERE NOT CREATED BY THE SAME PERSON.  You say there was clear evidence that they two accounts were created by the same person, when they were NOT.  What exactly was that evidence of fraud. I would like to see that proof as this allegation is SLANDER/LIBEL.  This is common when a member is trying to create an extra account for a family member (such as a child).
(2) Tory had specified an age when registering that, if it were accurate and Shawn were Tory's child, would make Shawn likely to be (but not definitely) under 18 years old.  I had Shawn when I was 23 years old, I am now 46 and he is 23.  Kindly tell me how the math doesn't make sense to you? He was 18 when he joined PBS as per PBS rules and TOS. So far ZERO violation of TOS or PBS rules.

During our investigation into the situation, we asked for proof of age from Shawn. When Tory wrote in stating that Shawn was over 18, we took Tory's word for it, and activated Shawn's account. Shawn did not have to send in any proof. Yes he did. You guys demanded to see his driver's license and mine. So maybe you better check your own archives because we both clearly remember having to scan both our licenses and send them to you.  
You kept accusing me of making him up and saying that he wasn't a real person.  You did the same thing when my mother joined PBS too.  Heaven forbid we have a family of readers!  You also suspended my account during that time. 

Tory, we responded to your first feedback message less than 6 hours after you sent it in, with a detailed, clear response. You replied to it, so we do know that you received it. The answer we gave will not change; sending in the question multiple times will not get a different answer; neither will posting about our "non response" in forums.  Shawn, your question is related to Tory's. We could go into more detail here about that, but we'll spare you, unless you insist.  OH I do insist!   I send you two seperate issues and got a highly insulting and libelous response to ONE OF THEM.  So in the interest of transparentcy and since I DID NOTHING WRONG here they are in screen shots!  

Message ONE: I requested Instant Credit be reinstated after YEARS of it being disabled. http://i1365.photobucket.com/albums/r751/scifiponygirl/screenshotPBSInstantCreditRequest_zpsd3e5d1iv.jpg

Type: Feedback
Date: 7/17/2017 3:32 PM ET
Message: Several years ago, PBS disabled Instant Credit on my account because 15 books I mailed at the same time were never received. I later found out the blue mailbox I put them in had been hit by a car and all mail was lost to the resulting fire. Regardless, last time I requested the Instant Credit be put back on my account I never got an answer. It has been YEARS since that event, so what's the holdup on getting Instant Credit?

PBS did reply to this FB request, in a highly insulting way full of lies and false accusations: http://i1365.photobucket.com/albums/r751/scifiponygirl/screenshotPBSinsultingmessage_zpsxazsxst2.jpg

Type: Email to Member
Date: 7/18/2017 7:56 AM ET
Subject: Re: Your PaperBackSwap Feedback...
Message: Dear Tory,

Thanks for writing in. Actually, the record does not support the situation you describe. What your record shows is a scattered pattern of losses over several years (not a single cluster of 15 items), and a strong pattern of nonmailing (marking a book mailed, then posting it again after it was declared "lost"). 

Again, there were not 15 mailings lost at one time. The "lost" books were in mailings scattered over 4 years. There was a "peak" of loss that occurred in February 2010 -- four mailings marked "mailed" on February 4, 2010. One of those mailings containing 4 books and another containing 3. You reposted several of those books later.

And it would not have been possible to mail those February mailings from a blue mailbox. It is not allowed to mail a package weighing more than 13 ounces from a blue mailbox (and the mail slots aren't big enough to accept big packages)-- and as noted above, some of the "lost" mailings were supposed to contain multiple books.

There was no other cluster of "lost" mailings greater than two on any other date. The losses were scattered (for example, one in every month for most of the months of 2011, and most of those were books that were reposted later by you). 

We've reviewed all of the 45 messages you have sent in to us since 2008, and there isn't any asking for re-enabling of Instant Credit for your account. Do you remember how you requested that -- how you sent that message in, and approximately when?

Your last "lost" mailing for which you reposted a book was in 2012, so that was years ago, as you say. However, we are concerned by the mailbox-on-fire story. It isn't possible to use that to explain the losses (especially the nonmailings) in your account.

Do you have a better memory of what actually happened with the "lost" books in your account, so that we are clear going forward?

The PaperBackSwap Team
www.PaperBackSwap.com


--------------------------------------------------

Several years ago, PBS disabled Instant Credit on my account because 15 books I mailed at the same time were never received. I later found out the blue mailbox I put them in had been hit by a car and all mail was lost to the resulting fire. Regardless, last time I requested the Instant Credit be put back on my account I never got an answer. It has been YEARS since that event, so what's the holdup on getting Instant Credit?

I replied to this highly libelous insult here and have not gotten any further replies from PBS about it until they saw fit to reply with this again hostile post on my son's post about why they refuse to answer him: Kindly NOTE they admit there has been no lossses since I moved out of PA, that's FIVE YEARS:  http://i1365.photobucket.com/albums/r751/scifiponygirl/screenshotPBSinsultingmessagereply_zpspwurxm3d.jpg

Type: Email from Member
Date: 7/18/2017 10:21 PM ET
Subject: Re: Your PaperBackSwap Feedback.

First of all, I have ALWAYS mailed every single book marked mailed.  I have duplicates of a lot of books because I buy collections, hit yard sales (buying whole boxes of books), etc. So NO, I have never done "marking a book mailed, then posting it again after it was declared "lost".   NOT ONCE.  Since PBS only allows one copy posted, if another of the same book was posted later that means that I have more than one copy of the book.  So I don't appreciate you implying I've broken the rules or did anything unethical. That is libelous.   RIGHT NOW, I have at least a dozen books that I have more than one copy of, that is my normal as I have over 3000 books at any given time. IF you'd like the list of duplicates I have right now, I'd be happy to put it together for you.   I try to add the duplicates in batches when I get a chance, so if the same title is posted again it's because I had more than one of that book and since the first copy was requested AND MAILED, I then posted the second copy, etc.  If a book can not be mailed for whatever reason, I have always cancelled the request. 

Secondly, yes there were books lost in the mail.  It was a reoccurring problem in PA, that I complained to the USPS about and attempted to track any books that were lost.  IF PBS had asked me for the tracking of the lost book requests back when they had gotten lost I would have been happy to provide them with the paperwork then.  Now it has been so many years and moves later, I have no idea where that paperwork would be at this point.  If you look at my PM's from years ago, you will find several where I attempted to track the lost books and kept the requester updated with what the PO told me.  I moved out of PA in 2012 and as you stated yourself, the "lost" books stopped then.  It was the USPS  in PA that was a problem, NOT ME. And the tracking should have shown that with the exception of the books lost in the fire as they were never scanned.

Yes, I did have 15 books get lost to a fire in PA.  They were all mailed the same day (may have been deals, if I remember correctly).  The blue mailbox was located near Silver Street in Sharon, PA, which was a block over from the Post Office.  IT used to be one of the wide mouth mail boxes with the flippy door.  I used to drop boxes in that mail box all the time, as it was almost directly in front of the Post Office.  Since the streets were one way at the time, it was easier to do that than to go into the PO. That may have been against USPS rules, but I was unaware of that at the time and none of them ever came back to me as a problem.  I don't remember what year that happened.   The PO later replaced that mail box with another wide mouth with flippy door one directly in front of the PO.  Right before I moved out of PA in 2012, they replaced that mail box with one of the narrow mouthed, no door blue boxes that are now the norm.  

Shortly after the 15 books were lost to the fire is when PBS disabled the instant credit. I assumed it was because of the loss of those 15 books and since there was nothing I could do about, I just let it go.   I messaged PBS in 2013 about reinstating the Instant Credit.  Never got a reply to that message. It was through the feedback function on PBS, so I don't know why it is not showing up in my history.  A glitch perhaps?  Considering all the glitches PBS has had over the years, it is not far fetched at all that you never replied to my initial request because your system ate the message or whatever.  

Right now, the Quick Credit is not being applied properly (to my account and many others) and hasn't been for several weeks.  The last 2 books I've mailed with PBS postage were scanned by the USPS but never showed any scans on PBS end.  A separate feedback request was sent in for that.  I sent another feedback request in because PBS just took a credit from me for a book mailed in 2009!  I mailed the book in 4/2009, transaction archive says cancelled in 5/2009 and book received in 7/2017!!!?????  No idea what is going on with that one.

As stated there have not been any lost books since I moved in 2012, so I expect the Instant Credit to be put back on my account.  I also have almost always used PBS postage with the tracking, so you will note that you can track the books I've mailed. 

Tory Morgan

PBS has not replied to this message at all since then!  They asked for additional information, I supplied it.  They never got back to me about it. Instead the took one of my credits from 2009!  So I sent another feedback request about that, which they still have not replied to at all until this public post. God forbid they should reply to me with an explanation and provide proof of their (baseless) allegations. http://i1365.photobucket.com/albums/r751/scifiponygirl/screenshotPBSstolencredit_zpsufppm2sr.jpg

Type: Feedback
Date: 7/18/2017 3:42 AM ET
Message: Regarding: Black Horses for the King
--------------------------------------------------------------------------------
What the hell? I just got a credit taken today, and the reason stated is that book was never mailed on a book from 2009? This is what the transaction record shows? 

Mailed From: PA
Mailed To: MO

Request Date: 4/6/2009 10:01 AM ET 
Alternate Date: 4/8/2009 11:00 PM ET 
Wrapper Printing(s):
4/9/2009 10:21 PM ET

Date Mailed: 4/9/2009 10:24 PM ET 
Date Received: 7/17/2017 8:51 PM ET 
Date Canceled: 5/5/2009 3:13 AM ET 
USPS DC#: 9102165561353007441379
Date Posted: 8/14/2017 8:41 AM ET
Member Since: 2/28/2009
Posts: 856
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Tory,  with everything going on here maybe this bookclub is not a good match for you.  No bookclub is worth so much aggrivation. I know I would cancel my account if I had your issues and was so unhappy with it.  

Date Posted: 8/14/2017 5:48 PM ET
Member Since: 8/26/2008
Posts: 797
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Likely because they have advanced much money on behalf of PBS and now only have credits which are worthless unless they can use them, Lesson for me is have very few credits at any time.

Date Posted: 8/14/2017 7:56 PM ET
Member Since: 10/23/2005
Posts: 7,719
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Funny what people take away from a discussion. Where Mary gets " Lesson for me is have very few credits at any time."

I get a very different message. I see the powers that be trying to insure that members receive the books that other members have agreed to send them, and that rules are enforced here for the good of the club as a whole.

 

Date Posted: 8/15/2017 11:27 AM ET
Member Since: 6/2/2014
Posts: 9,864
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Everyone sees things differently but if I didn't like something I was paying for, I'd stop using it when the time was up and in this case sell credits or go a la carte until books are offered to you and you use them up..or however it works out..

Date Posted: 8/15/2017 9:47 PM ET
Member Since: 4/2/2007
Posts: 5,770
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Request Date: 4/6/2009 10:01 AM ET 
Alternate Date: 4/8/2009 11:00 PM ET 
Wrapper Printing(s):
4/9/2009 10:21 PM ET

Date Mailed: 4/9/2009 10:24 PM ET 
Date Received: 7/17/2017 8:51 PM ET 
Date Canceled: 5/5/2009 3:13 AM ET 

 

This is one possibility...Book was mailed on 4/2009...It gets lost in the mail 5/2009...Then just recently the receiving member goes through their transaction archive and "cleans it up". Why? I don't know. Members want to clean up their Transaction Archive by marking books lost as received. BUT they soon realize that credits disappear from their account. They have to pay for all the books they just marked as received. Well they don't like that, so they complain to PBS to have their "clean up" put back they way it was. So the credit they received on 7/17 was again taken away.

Date Posted: 8/15/2017 9:52 PM ET
Member Since: 9/9/2012
Posts: 60
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Does anyone else feel like this shouldn't have been posted?  There are two sides to every story and two different perspectives. 

 

I think that both sides mishandled the response and posting of this.   

 

 

Date Posted: 8/15/2017 10:21 PM ET
Member Since: 8/25/2009
Posts: 704
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It's quite popcorn-worthy, though.
Date Posted: 8/16/2017 8:17 AM ET
Member Since: 9/9/2012
Posts: 60
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True.   I love that some believe one person had 15 books destroyed in a fire and that they were the only PA swappers that the post office lost many many books on.  

But this is case of two wrongs don't make a right.   I was able to determine that without the team pointing it out.  A simple post  closing this subject and letting us know they were in contact with her would have done a lot more damage control imo.

I wish people who are miserable swapping would simply stop using a service that makes them so unhappy.



Last Edited on: 8/17/17 8:50 PM ET - Total times edited: 1
Date Posted: 8/17/2017 4:21 PM ET
Member Since: 1/17/2009
Posts: 9,942
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I'll be honest.

I love PBS. I have 8 years of posts saying so.

And they are 100% wrong for responding to this thread. Makes me feel like we have a Trump in there who can't resist getting baited. VERY petty of PBS to do this.

And, if they have extra time to make elaborate answers to threads ... maybe they should be working on somethign else that would actually benefit the site.

I feel bad for the OPs because if that's the kind of answer/attitude they are getting from someone at PBS I am not entirely sure I believe the PBS response. Doesn't feel like the response of an objective person, if you know what I mean.



Last Edited on: 8/17/17 4:27 PM ET - Total times edited: 1
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