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Topic: Problem Transaction

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Subject: Problem Transaction
Date Posted: 8/17/2009 10:33 AM ET
Member Since: 1/11/2007
Posts: 1,646
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I received a book with the binding completely separated from the spine.  Immediately sent the sender a PM explaining the problem and requesting a refund of my credit.  No response.  I went into my transaction history meaning to mark the book NO RESPONSE TO PM, but marked it PROBLEM NOT RESOLVED by mistake.  While I MAY be able to repair the book enough to read it, I WON'T be able to repost it. 

 

I know I can't go back in to make changes to this transaction history, but is there a way to reverse this (my mistake) if I contact Live Help?  I'd like to give the sender another opportunity to resolve the problem.  I think she hasn't even read the PM yet.  (Just figured out how to determine whether a pm is read or unread. )

 

Thanks for the help.  Fortunately, I haven't had too many problems with bad books in the past, so I'm not too familiar with how the problem resolution system works. 

Date Posted: 8/17/2009 10:49 AM ET
Member Since: 2/28/2007
Posts: 2,164
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LiveHelpers are tour guides who don't get account access.  So, contacting us won't do you any good, unfortunately as we can't change anything in people's accounts.  If I were you, I wouuldn't worry about it for now.  If she contacts you, then you can contact the site's owners, by using the "contact us" link at the bottom of this page and ask them to make the correction, if appropriate.

Date Posted: 8/17/2009 11:07 AM ET
Member Since: 1/17/2009
Posts: 9,727
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The guideline given by the site is to wait about a week for a response to a PM. Especially since summer is vacation time.

Date Posted: 8/17/2009 12:53 PM ET
Member Since: 5/14/2009
Posts: 6,852
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contact PBS and let them know you pressed the wrong button ( you can't be the only one), but the sender hasn't responded to your request as of today.  Ask them for some guidance.  

Date Posted: 8/18/2009 2:33 PM ET
Member Since: 1/11/2007
Posts: 1,646
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Interesting.  So far, I don't think she's even read my email.  Wonder if she'll respond at all?

 

So I use the "contact us" link at the bottom of the main page? 

 

These problem swaps are aggravating.  I took a photo of the book and emailed it to myself.  I think I'm gonna try to repair it so that I can at least read it.  Unfortunately, it's one I really wanted-- Marsha Canham's "Under the Desert Moon."  A well-loved, but falling apart book =(

Date Posted: 8/18/2009 2:51 PM ET
Member Since: 5/14/2009
Posts: 6,852
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Claudia - I am sorry you had this problem and the sender should respond.  I would let PBS know she is ignoring your PMs that is a big no no.  The only thing is if she is on vacation she might no have seen your PM - only PBS would know for sure.  Hope your others go better.