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Topic: RWAP or RWAP-damaged by PO?

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Subject: RWAP or RWAP-damaged by PO?
Date Posted: 1/19/2010 5:35 PM ET
Member Since: 10/22/2009
Posts: 1,452
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Hi--

Just received a book in the mail that has water damage.  The thing is I *think* the damaged probably happened before mailing, but I'm not sure. 

The book was wrapped in paper (which I don't have a problem with), but I feel it was inadequately taped.  The corners of the package were torn and the book was showing through at couple of the corners.  Because of the way it was wrapped, it's possible that the water damage may have been caused en-route--the book did take over three weeks to get to me.  (Based on the amount of water damage, I really think there was damage before being mailed but I really can't say that for sure.)

Anyway, I'm leaning toward marking this book RWAP-damaged by the PO and giving the sender the benefit of the doubt.  The book is definitely readable, but not postable.  What do you think?  How would you handle this situation?  This is only the second RWAP I've received and with the first it was very obvious the damage happened prior to being sent.

Thanks for all input!!

Date Posted: 1/19/2010 5:45 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Usually, if the book got wet in transit, the wrapper will show some moisture damage as well.  Like stains, water rings, rippled paper, etc.

Ruth

Date Posted: 1/19/2010 6:44 PM ET
Member Since: 8/23/2007
Posts: 26,510
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The book would probably be still damp as well even after 3 wks-simply because with the wrapping and then being in bins and such-it wouldn't get enough air to dry it out. 

Date Posted: 1/19/2010 7:34 PM ET
Member Since: 10/22/2009
Posts: 1,452
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Good points Ruth and Mary...The package doesn't really show signs of water damage and definitely isn't wet now.  I don't think the book is damp either.  I almost convinced myself that it was, but don't think so.

Maybe I should just mark the book RWAP and ask for my credit back...I really hate having to make these decisions.  I also don't like confrontations--even via computer!

Date Posted: 1/19/2010 8:20 PM ET
Member Since: 4/7/2008
Posts: 15,690
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Think of it as a learning experience for the sender, Laura. She must learn to make sure her books are postable before posting them when she doesn't  follow PBS guidelines, she'll never learn! :)

Date Posted: 1/19/2010 8:39 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Don't worry about confrontation.  It's only a polite, helpful PM you send that tells her the problem and that you want your credit back.  She can't hurt you!  She can't hit you.  But this is the method of PBS' quality control - it's us.  If we don't enforce the quality conditions, bad books will continue to be sent out.  And it's the only way PBS has to know who  isn't sendung out the right condition books.  When you get and mark a book RWAP you are helping us all out!  Don't the books you send out meet the standards?  Then why shouldn't you get the same or better condition books?  It's only a used book---- but multiply that by how many books are sent every day or week!  We can have that many good standard books - or we can receive that many less than standard books.

Ruth

Date Posted: 1/20/2010 12:11 AM ET
Member Since: 1/23/2009
Posts: 3,041
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If you feel the book was inadequately packaged, please let the sender know this as well. There is also a text box when you are marking your book as received where you can notate this. It sounds like not only does your sender need to check over books better before mailing them, but she also needs to use more tape. Did she use packaging tape or scotch tape?

Date Posted: 1/20/2010 2:34 AM ET
Member Since: 12/28/2006
Posts: 14,167
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I received a book, and although it arrived dry the wrapper had clearly been wet somewhere in transit.  Paper was wiggly, and the printer ink had run and was blurry (even under the packing tape).  This package had been so soggy, the barcode was not readable under a layer of packing tape.  Inside, the book was wrapped in plastic and in pristine condition  :)

So I'll agree Laura, if water damaged by USPS the ink on outer wrapper/label would appear fuzzy.  And a book exposed to water in transit would probably not dry inside the wrapper.

Date Posted: 1/20/2010 2:57 AM ET
Member Since: 10/22/2009
Posts: 1,452
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Thanks for the encouragement everyone!  I just marked the book RWAP.  Got my fingers crossed--hoping for a peaceful resolution! 

Date Posted: 1/20/2010 3:03 AM ET
Member Since: 1/23/2009
Posts: 3,041
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Most are very friendly and will gladly return the credit. I'm sure it will go fine!

Date Posted: 1/20/2010 3:37 PM ET
Member Since: 11/5/2009
Posts: 1,083
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If the water damage did not happen before sending, then if the book had been wrapped in plastic before wrapped in paper, it probably would not have suffered water damage.  I would do a RWAP simply saying, "book not wrapped in plastic and received with water damage".  If enough people did this when they received books damaged because the sender didn't wrap it in plastic, then PBS can get a handle on how often this happens and possibly make wrapping the book in something to protect it during the winter months a requirement rather than a suggestion.

Date Posted: 1/20/2010 4:38 PM ET
Member Since: 1/17/2009
Posts: 9,662
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If you put "book not wrapped in plastic" as your RWAP message, it is possible that the sender will not feel that they should refund the credit, as most members know that they are not required to wrap in plastic, and also it might imply that the book was damaged in transit, and most members also know that so when the book is damaged in transit they are not required to refund the credit.

If you want the credit back, it is better to say something like "The book shows water damage (explain further here), and although the corners of the package were ripped, the paper wrapper does not show any signs of water contact. So, I didn't mark it damaged by USPS, because the wrapping does not appear to be damaged by water."

Date Posted: 1/20/2010 9:21 PM ET
Member Since: 10/22/2009
Posts: 1,452
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RWAP resolved very politely with a return of my credit by the sender. 

Whew!  Thanks everyone!

Date Posted: 1/20/2010 9:28 PM ET
Member Since: 8/16/2007
Posts: 15,185
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Glad your RWP turned out good Laura. I've struggled with those that look damaged before sending, but then got opened in transit too.

 

  I would do a RWAP simply saying, "book not wrapped in plastic and received with water damage". If someone put a non-official problem in the explanation box of a RWAP-sender, the receiver would be within their rights contact the site and ask that it be removed since its clearly pointed out the receiver is not following the rules when it comes to RWAPs. The RWAP is not a system for "I have a problem", it is a system for reporting specific Official problems that are clearly defined in the sites Help Center. Non-Official Problems should be taken care of in the survey window and PMs, not through the RWAP system. 



Last Edited on: 1/20/10 9:43 PM ET - Total times edited: 1
Date Posted: 1/20/2010 9:38 PM ET
Member Since: 10/26/2008
Posts: 9,884
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The RWAP shouldn't even mention plastic, as it is not a requirement and there was no RC requiring plastic.

If enough people did this when they received books damaged because the sender didn't wrap it in plastic, then PBS can get a handle on how often this happens and possibly make wrapping the book in something to protect it during the winter months a requirement rather than a suggestion.

If it is really that big of a deal to you, then use the "contact us" link at the bottom of the page and send them an email.

Date Posted: 1/21/2010 2:06 AM ET
Member Since: 5/18/2007
Posts: 13,182
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Oh geez, someone is on a roll again today! lol 

Date Posted: 1/21/2010 6:38 AM ET
Member Since: 11/14/2005
Posts: 1,442
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"book not wrapped in plastic" should only be used in a RWAP if you had that as a Requestor Condition.  (and the book arrived water damaged)