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Topic: Received Damaged Book - now what?

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Subject: Received Damaged Book - now what?
Date Posted: 8/1/2011 10:53 PM ET
Member Since: 2/9/2007
Posts: 115
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Hi, all, it has been ages since I have posted anything or even visited the forums.  I am in the midst of a lot of graphic lessons as well as having had connection issues.   Okay, here is my question.  Today, I received a book I had requested and it had serious problems which I listed in the box that appears when you have problems.  There is no way in heaven I would have sent this book to anybody and I can't share it again.  I described the issues...the inside back cover (it is a paperback, btw) is water stained (I guess it's water) and the last 40 pages are wavy so I suspect the pages got wet the same time the stain happened.  The front and back covers on the outside are bent, creased and edges worn.  That would not have been an issue so much if there wasn't the water damage.

So I want my credit back.  After stating my description to PBS, do I have to write the person who sent the book to me or does PBS?  I am assuming that by describing the damage to PBS, they just keep a record of it and it is up to me to write the person?  Am I correct?  Any pointers on doing this?  Thanks in advance.

Date Posted: 8/1/2011 11:03 PM ET
Member Since: 2/1/2008
Posts: 3,404
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Last Edited on: 8/2/11 7:14 PM ET - Total times edited: 1
Date Posted: 8/1/2011 11:47 PM ET
Member Since: 8/16/2007
Posts: 15,185
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There is no need for you to contact the sender further, the information you put in the box when you marked it received is for the sender, that goes to them in a PM and email. It should have defaulted to asking for your credit back since it was damaged by sender. If they don't answer in 5 days you can go into your Transaction Archive and mark the follow up as no response from the sender.

You can read the details on what happens with a problem swap in the Help Center section "There is a problem with a book I received!"



Last Edited on: 8/1/11 11:48 PM ET - Total times edited: 1
Date Posted: 8/2/2011 12:33 AM ET
Member Since: 12/28/2006
Posts: 14,167
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What Melanie said.  When you logged the book in and noted the damage in the box...that information was forwarded to the sender (and refund probably requested unless you changed the check-mark).   PBS admin has changed this procedure recently, so if you haven't had a RWAP in awhile you may wish to refresh yourself and check out the 'Help' information Melanie suggested.

Date Posted: 8/2/2011 12:32 PM ET
Member Since: 2/9/2007
Posts: 115
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Thanks to all who replied.  I did as Melanie suggested and read the Help info about this situation and she is right.  I didn't know the procedures had changed recently so it was good that I read this!  In any event PBS apparently sends my description of damage and that I am requesting a return of the credit to the sender.  I will wait 5 days and see what happens.  Thanks.  I just know that I would not have shared this book within PBS.  I would give it to charity so even though it is messy, someone might enjoy it.  Thanks again.

Date Posted: 8/5/2011 2:00 AM ET
Member Since: 2/9/2007
Posts: 115
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I wanted to post an undate on this issue.  I received a PM yesterday from the sender requesting some scans and/or photos of the damage and she swore the book was in good condition when she mailed it.  I found that hard to believe but didn't challenge her about but simply did as she requested.  She said she'd then consider refunding my credit.  It hasn't be refunded yet but I am going to give it a few days.  She was polite and not snarly in the least. :)