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Topic: Received incorrect book -- weird correspondence from sender

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Subject: Received incorrect book -- weird correspondence from sender
Date Posted: 1/3/2010 6:11 PM ET
Member Since: 3/29/2007
Posts: 1,820
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So, I requested a large print book for my grandmother. When I received the book, it was in perfect condition, but it wasn't large print! I checked the ISBN, and, not surprisingly, it was completely off. I PMed the sender, and her response was that she needed the credit because she spent a lot to mail it. (She mailed it priority mail. Not sure why.) I followed PBS rules. Marked it RWAP. PMed her to request my credit back. Forwarded her the links to the help docs thinking she's new. The thing is, I get this vibe that she's VERY young. Any advice on following up on this? I guess I should mind my own business and just follow protocol!

Date Posted: 1/3/2010 6:39 PM ET
Member Since: 8/16/2007
Posts: 15,187
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I would reiterate that the book she mailed was NOT the book you ordered through the system and regardless of what it cost her to send it, she needs to return your credit so that you can order the book you were supposed to get. If she refuses, I would send the PMs to the Team. They don't tolerate non-LP being sent when the system lists a book as LP. Make sure to give her a specified number of days to return the credit.

Date Posted: 1/3/2010 7:09 PM ET
Member Since: 3/29/2007
Posts: 1,820
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OK. Thanks. She just sent me another weird PM. She really doesn't get it. I actually asked her in the last one (very nicely, I might add) if she was under 18. I teach high school, and I'm telling you... this is like talking to one of my students.  She said that she'll give me back my credit if I send her back the book and the postage she sent.

Subject: Wierd correspondence
Date Posted: 1/3/2010 7:16 PM ET
Member Since: 11/18/2005
Posts: 5,425
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If she wants the book back she send you either money for postage or an extra credit...actually two credits-you might want to consider forwarding this info to the team.

Date Posted: 1/3/2010 7:33 PM ET
Member Since: 8/16/2007
Posts: 15,187
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Just be very firm with her and keep repeated that she broke the posting rules and she needs to return the credit (and return postage if she wants it back). You can tell her to go into Live Help and talk to a Tour Guide about it if she doesn't understand that she cannot post books that way and that she is required to return the credit no matter what she spent to send it. If you want to have her PM me, feel free. 

If it becomes clear she will not follow the rules, then just send the PMs to the Team. They usually don't get involved in individual disputes, but if it is clear that she knows she posted a non-LP to a LP listing and still refuses to return the credit they will have a talk with her.

If there are no other signs other than a gut feeling from the way she "sounds" I wouldn't accuse her of being underage. I've been surprised to find out how old some members are on here when I think they are acting like teenagers and they turn out to be in their 60s.

Date Posted: 1/3/2010 8:33 PM ET
Member Since: 8/9/2007
Posts: 4,058
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If there are no other signs other than a gut feeling from the way she "sounds" I wouldn't accuse her of being underage. I've been surprised to find out how old some members are on here when I think they are acting like teenagers and they turn out to be in their 60s.

Lol.  You can say that again:P  I would do the same as Melanie suggests.  Post whatever you need to from the help docs in your response, but you may have to give it up at some point & fwd it on to the PBS team.  I think it's often because people think they've sent you a book of the same title - just a different edition, ISBN#, whatever - and they think they don't owe you a credit, even though you're basically out a credit & have a book you didn't order.  The team should probably be aware that they're doing this, and I believe one or two receivers have reported that PBS did step in on LP "wrong book" transactions.  That's no guarantee that they would see that you get your credit back, but it can't hurt to let them know about it - especially if the sender acknowledged the problem in the Request Dialogue.

Date Posted: 1/3/2010 9:10 PM ET
Member Since: 7/31/2007
Posts: 2,690
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If you haven't marked this received yet, would this fall under not marking it because you did not receive the correct book? Or maybe this falls under the "wrong book received".....I always have to look up the description of both of those.

Date Posted: 1/3/2010 9:17 PM ET
Member Since: 12/10/2005
Posts: 3,205
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Christy, as someone who has to do this with too much frequency, this is a "Wrong book rec'd" case.  Wrong ISBN = wrong book regardless of whether the title matches or not. 

I've had someone tell me 'but it's it the same book.'  Uh, no, it's not really.  One I can read comfortably and the other will either blur my vision after 5 mins or cramp my hand because I have to hold a magifier.

Stephanie, if you were clear that you expected your credit back submit this to the team.  They will take care of it.

And, as an aside, will you tell me what you ordered?  I have a lot of LP here, maybe I can help.

Date Posted: 1/3/2010 9:34 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Christy - "Wrong Book" transactions go like this... if it's a different edition/version of the same title, you mark it RWAP.  If it's an out in left field, something that doesn't match what you ordered on one or more: ISBN, title, author or booktype - like you ordered War and Peace and got a romance novel... you don't mark it received, but contact the sender, let them know what happened, & see how they want to resolve it.  I've mixed up labels, for instance, and I refunded a credit to both receivers who got wrong books, to compensate them for the postage to basically switch books so both of them got the one they ordered.



Last Edited on: 1/3/10 9:35 PM ET - Total times edited: 1
Date Posted: 1/3/2010 10:41 PM ET
Member Since: 3/29/2007
Posts: 1,820
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The book was the Cat Who Went Bananas. I just watch for the LP versions for my grandmother and take them to her assisted living facility when I'm able to visit. (It's 4 hours away.)

Anyway, how do I forward the PMs to "the team"?

Date Posted: 1/3/2010 10:42 PM ET
Member Since: 3/29/2007
Posts: 1,820
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Wow. Weird. She (or someone?) closed her account. Well, I guess this is now a non-issue.

Date Posted: 1/3/2010 11:03 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Stephanie - click on the "contact us" link at the bottom of the page.  The rest is fairly self-explanatory.  You can copy & paste the request dialogue in there, or give them the transaction details (member's name & book title) and they can see it in your transaction archive - which they have access to.

Date Posted: 1/4/2010 4:23 AM ET
Member Since: 7/19/2008
Posts: 15,423
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If she was underage, then PBS would have closed her account.  (And TPTB have been know to give credits back in such cases.)  PBS has to option to put the account on hold while contacting the problem account holder with questions or to closed the account. 

Date Posted: 1/4/2010 7:04 AM ET
Member Since: 8/23/2007
Posts: 26,510
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My guess is she had many other problem transactions and they closed her down before she created anymore  They won't normally get involved with individual problem transactions but they will close someone down who has a lot of trouble especially if it's all at once.  I suppose if she has any credits they might refund some to the recipients of bad books. 

Date Posted: 1/4/2010 8:43 AM ET
Member Since: 3/29/2007
Posts: 1,820
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I received a credit this morning from a PBS swapper who just wanted to do something nice after reading my situation. I'm really touched.

 

I did update the status to make it clear that the original swapper did not rectify the RWAP.

Date Posted: 1/4/2010 11:22 AM ET
Member Since: 1/4/2009
Posts: 97
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I ordered a just released large print book for my Mom, but I knew that the large print was released later than the regular print so when I got the first request to early I asked them it was large print and they said no.  I didn't get the large print version until the 5th person posted it.  After I accepted I sent a PM-I am sure it annoyed the person who posted it correctly, but 4 others before her had posted it incorrectly.  I was surprised that so many posted it incorrectly.

Sorry you are having a bad transaction, but that sure is nice that someone sent you a credit.

Date Posted: 1/4/2010 11:51 AM ET
Member Since: 11/5/2009
Posts: 1,083
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If PBS closed the account, wouldn't they return the credit?  If not, why?

I've had someone tell me 'but it's it the same book.'  Uh, no, it's not really.  One I can read comfortably and the other will either blur my vision after 5 mins or cramp my hand because I have to hold a magifier.

I ususally read for 8-10 hours a day.  I find after about 6 hours I have a problem focusing on paperback book print.  That's why I tend to check out large print books from the library.  Anyway, I found my solution.  I was going to check out a magnifier, but then I thought about  off-the-shelf reading glasses. I wear glasses that have a reading component, but I still have problems when my eyes get tired.   I took a paperback book with me to the store and tried different magnifications.  I found one that works great, magnifying the type enough so that I can continue to read when my eyes get tired.  I have to hold the book a little closer to my eyes, but that's not a problem.  Check out reading glasses and see if that won't work for you.

Date Posted: 1/4/2010 11:53 AM ET
Member Since: 8/9/2007
Posts: 4,058
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If I ordered large print books, I'd always check too.  It's unfortunate, and you shouldn't have to, but I think people incorrectly post other editions every day.

Date Posted: 1/4/2010 1:01 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I guess it would depend on how man credits they had.  If they had 10 bad transactions but only 5 credits-how does PBS decide who to give the credits to?  They might reclaim the 2 start up credits and then do the remaining 3 to the 1st 3 to have complaints.  Or forfeit the start up credits and give to the 1st 5 who made complaints. I don't know what their methods are.  I imagine they would cancel any pending book requests this person had out.

Date Posted: 1/4/2010 1:20 PM ET
Member Since: 11/5/2009
Posts: 1,083
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Because of this thread, I just went to my book shelf to make sure I haven't incorrectly listed any of my books.  I didn't see any that said "large print".  So, my question is, if it was listed as a large print book, would it say "large print" next to the book on the bookshelf? 

Date Posted: 1/4/2010 1:34 PM ET
Member Since: 10/22/2009
Posts: 1,452
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I've had one RC that specified they only wanted Large Print books and not to send if it wasn't LP.  The book I had posted wasn't LP, but was listed with the correct ISBN, so I declined.  No where in the description of the book was it indicated that it should be LP either.

I also have a book that isn't LP but when I enter the ISBN, I get a warning from PBS that this book is listed as LP in their database and not to post it under the ISBN unless it is LP.  I haven't bothered to post this book without an ISBN yet.   I'm suspicous that there might by something wrong with the information in the PBS database as last time I checked, it showed more than 60 books in the system--which seems like a high number for available LP books.

Do LP and regular print books sometimes share the same ISBNs?

Date Posted: 1/4/2010 2:09 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Not all large print books are listed as such on PBS.  So that's why people have that RC because it might be listed on one site as a large print edition but not marked as such here.  With publishers frequently reusing ISBNS you need to investiage. The book itself would be marked as large print I would think.  Either on the spine or somewhere on one of the covers. 

You can edit book data to add large print to the book description but I would do some investigation on other sites first. 

Date Posted: 1/4/2010 2:33 PM ET
Member Since: 7/19/2008
Posts: 15,423
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They ask us to not edit the book data to say large print without including links to prove that a different number was used for the regular edition and the large print edition.  At least one publisher uses the same number for both.  The regular edition is almost always posted first.  

Then there is the difference between the Large Print and the Larger Print books.  (The Larger books have a smaller font.   The series romances are often in this between size.)

I recommend having a RC about Large Print.

Date Posted: 1/4/2010 9:19 PM ET
Member Since: 3/29/2007
Posts: 1,820
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Well, in this case, I ordered this one because the publisher was a large print publisher. It seemed pretty cut and dry. I guess I learned that lesson!

As to the reading glass suggestion, this book wasn't for me. It was for my 85 year old grandmother. She already wears trifocals. I don't think adding reading glasses in as an option.

Just want to get what I order.

Date Posted: 1/4/2010 10:22 PM ET
Member Since: 7/19/2008
Posts: 15,423
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If it was posted under the wrong ISBN number, then it was clearly the sender's mistake.  Sorry you experienced that.  The LP books often have WL long after the regular versions don't. 

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