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Topic: Problem with Book I recieved

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Subject: Problem with Book I recieved
Date Posted: 3/27/2012 10:10 PM ET
Member Since: 7/2/2010
Posts: 1
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Hello. I recieved a copy of Romeo and Juliet and it's in terrible condition. First, the papers were taped directly to the book. Then when I opened the book, there was writing all in it. It wouldn't be a problem except that I can't read the text clearly because of the writing everywhere. I'm not sure what to do. Can someone help me with what to do in this situation?

Date Posted: 3/27/2012 10:41 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I would do some research in the help docs for complete information. 

But basically you need to mark it received with a problem, sender damaged.  It's up to you if you want to ask for a credit back or not.  I would since it's unreadable and clearly unpostable. Hopefully they'll be nice about it and refund your credit. If they don't then you have to mark it Unresolved which will count as a double mark. PBS doesn't usually get involved unless they get really nasty about the complaint.

Date Posted: 3/27/2012 11:35 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Yes, that would be a RWAP.  The rules clearly state no writing or highlighting on text pages.  There is a Textbook Clause, but if the sender had properly used that option you would have been aware of the book condition before they mailed it (and you would have had the chance to accept or decline the transaction).

I cringed when I read the OP where the pages (PBS insert? mailing label?) had been taped directly to the book...ouch broken heart  ...and PBS mailing guidelines specifically advise senders NOT to do this.  Therefore also grounds for RWAP if this causes damage to the book cover.

Date Posted: 3/27/2012 11:38 PM ET
Member Since: 8/26/2006
Posts: 9,336
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Go up to the help center and choose "browse help docs."  If you type in the keyword "problem", one of your choices will be the help doc titled "There's a problem with a book I received."  The help doc will guide you through the process.  Since part of the damage is due to the way the book was wrapped, and part of it is due to writing in the book, as Maria said, you'd click that it was not received in good condition, and you'd choose "damaged by sender."

There will be a box for you to describe the damage.

You can also look for the help doc titled "Book Condition Criteria for 'Swappabilty' at PBS".  You'll find specific reference to writing in books (allowed for textbooks, for example, but the sender has to send a PM ahead of time describing the condition, and the requestor has to specifically agree to the condition in writing.)

There's a help doc called "How to Wrap a Book" that says "Do not apply tape directly to the book! This can damage the book when the package is opened."