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Topic: Recieved a Sender Damamged Book

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Subject: Recieved a Sender Damamged Book
Date Posted: 8/1/2009 2:46 PM ET
Member Since: 10/18/2008
Posts: 12
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I am having a problem with a member who sent me a damaged unpostable book....

I received a hardcover book where the cover of book is falling off and spine is all broken with pages coming loose. I marked the book as recieved but with a problem and marked damaged by sender. I emailed her and was perfectly polite explaining the problem and requesting my credit be returned and I would also return the book to her. She sends me an email back basically calling me a liar and said to send the book back to her at my cost and then and only then would she return my credit. I did not want to do that so I took the time to go through the PBS site terms and rules and sent them to her word for word in yet another email. I even went so far as to send her an email saying I would email her pictures as proof that the book is extremely damamged. After 3 days I get an email back saying that was fine that I could do that so I email her pics and now nothing no return email or refund of credit. I have marked the problem as unresolved in PBS system, but I really want my credit back. I hate that this lady has recieved credit for sending such a damaged book and feel like it violates a kind of trust we put into the members of this site and fellow book lovers. I am extremely bother by the fact that she more or less calls me a liar and blantaly refuses to adhere to the site rules. Any advice for me and my problem??

Kind Regardsand thanks for your time

Jenny C

Date Posted: 8/1/2009 3:34 PM ET
Member Since: 12/9/2007
Posts: 9,601
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I'm so sorry you've had this happen to you.  Members don't always return credits when they should.  PBS doesn't get involved, and it's almost always up to the recipient whether they will return a credit when a damaged by sender book is received and credit requested.  It is an extraodinary situation when PBS will give a credit back.  Like when an account is closed and suspended or when a member becomes abusive or if one can prove fraud.  So there is little you can do beyond what you've done.  Most good members do send out quality books and stand behind them returning credits when necessary.  But it up to their descretion.  So sorry!


Date Posted: 8/1/2009 3:39 PM ET
Member Since: 4/25/2007
Posts: 11,673
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It sounds like you've done everything you can.  You told them of the problem and requested your credit back.  You even send pictures.  Unfortunately, it is up to the sender to refund your credit.  PBS won't step in and do it.

Marking the transaction unresolved is about all you can do.  A pattern of unresolved problems on the sender's account will result in PBS taking action.

Sorry this happened to you.  I agree with Ruth.  The vast majority of PBSers send good books or refund credits if they don't realized they've sent out something unpostable.

Date Posted: 8/1/2009 5:53 PM ET
Member Since: 7/7/2007
Posts: 4,815
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I'm sorry you've had a negative experience.  Try to take comfort in the fact that if this member is in the habit of doing this, your actions will help in getting her removed from PBS.

If her PMs were rude or nasty, do report that to PBS, as it is not permitted, and they will review the PMs and take appropriate action.

You might also check your credit registry, if you haven't already done so.  Sometimes folks will return the credit without saying anything, and the system doesn't give you a message to indicate it has been returned.

Just so you're aware, you don't have to offer to return the book, and it shouldn't be your first concern when reporting a RWP.  Noting the damage and requesting your credit back (if desired) should be.  If the sender wants the book back, they can ask and need to compensate you in advance, but since it is an additional hassle for you, you don't need to offer an immediate return. 

I also find that by including links to photos of the damage in my initial note to the sender (easy to do if you have a webcam or digital camera, and post them to a photo site like Flikr or Photobucket and send them links), it helps eliminate the "that book can't possibly be damaged" portion of the discussion :-)

Hopefully, though, you'll never have to deal with a situation like this again.  Try not to let one rotten apple spoil your PBS experience.



Date Posted: 8/1/2009 6:05 PM ET
Member Since: 4/30/2009
Posts: 2,524
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Hopefully, though, you'll never have to deal with a situation like this again.  Try not to let one rotten apple spoil your PBS experience.

Yes this may just be your one time.  I had a person send me a wrong book once and told me to just be happy with the book and forget about it because she was tired of dealing with it.  She was so negative I finally let it go but did mark it as unresolved.  

Last week I had my only other problem with a book and that sender was so gracious and wonderful to deal with.     I dreaded it though because of the other transaction when I had to deal with a negative sender.         Breathe deep and find some chocolate maybe.  Good luck!

Date Posted: 8/1/2009 7:37 PM ET
Member Since: 11/15/2008
Posts: 3,308
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I'm sorry this happened to you.  It is rare, but it does occasionally happen.   I had one woman swear she could not possibly have sent a water damaged book and insist on pictures.  After she got the pictures, she said that someone in my family must have done it and I was blaming her.  I marked it unresolved and moved on.

Hopefully, as others have said, this will be your one bad one and you will have gotten it out of the way quickly :)