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Topic: No reply from PBS to feedback

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Subject: No reply from PBS to feedback
Date Posted: 6/15/2012 12:07 PM ET
Member Since: 7/19/2006
Posts: 95
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I have emailed PBS numerous times to ask when I can be reevaluated for instant credit and no one has answered me back.

Date Posted: 6/15/2012 12:08 PM ET
Member Since: 8/23/2007
Posts: 26,510
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What do you mean re-evaluated for instant credit?

Date Posted: 6/15/2012 12:34 PM ET
Member Since: 6/29/2007
Posts: 17,127
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Are you sending in feedback via the contact us link or sending them an email?  Using the feedback button is generally more effective in getting a response for an issue.

Sianeka - ,
Date Posted: 6/15/2012 1:16 PM ET
Member Since: 2/8/2007
Posts: 6,630
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Using the Contact Us link at the bottom right side of any page (submitting Feedback) is the fastest way to get in touch with the site administrators.  Emails just are not as effective.  Even so, response time will depend on the workload volume of site administrator who gets your submission and the priority ranking of the problem submitted.  Sometimes, they are not able to respond right away and it can take a bit before they are able to get back to you.

If you haven't heard back from Feedback Submission in a couple of days, you could resubmit and mention in the resubmission that it is not the first time you'd sent in the specific problem so they know that another may be working on it, and that you have been waiting without success for an answer.

Date Posted: 6/15/2012 2:47 PM ET
Member Since: 8/19/2007
Posts: 4,256
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I've never had them take more than 24 hours when I used the CONTACT US button, usually just a few hours, in fact. 

 

I'm also not sure what you mean about being re-evaluated for instant credit.  If you're talking about 'quick credit' all you have to do is send them your CC info and how much you want to put in, and then they'll credit your account.  It's pretty easy and quick.  I only use it for DC and I get my credit as soon as the PO verifies that I've mailed the book/s.  Good luck. Pat

Date Posted: 6/15/2012 5:54 PM ET
Member Since: 3/13/2009
Posts: 8,022
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Instant Credit is what you get when using Printable Postage.  For those who are wondering, the below from the help documents explains.

Instant Credit is a feature that accompanies PBS Printable Postage.  If your account is in good standing, then the books you mark mailed with Printable Postage will give credit immediately.  Only accounts with good records are eligible for Instant Credit.

Instant Credit will be disabled if there is a problem with your sending record, such as a high outgoing "loss" rate, a record of late mailing, or a history of sending unpostable items (damaged books, ARCs, etc.).

If you get an email telling you that Instant Credit has been disabled in your account, you will most likely already know why this is - we will have discussed your account problems with you.

Date Posted: 6/15/2012 8:10 PM ET
Member Since: 8/16/2007
Posts: 15,187
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If you are responding to emails you have received in the past, they may well be going into a box that isn't monitored as much. Sending a new Feedback and then giving them some time to respond would be the best action. If you did use the Feedback system, take a peek at your Club Communications in case their answer never made it into your inbox for some reason.  Things like that probably take longer than their standard 24-48 hours since it isn't a matter of just answering a question, they may be looking at things to make a determination. Also, go back and read the emails that they sent when the Instant Credit was suspended to make sure they didn't give a time frame for re-evaluation in there. 

Date Posted: 6/15/2012 9:18 PM ET
Member Since: 7/19/2006
Posts: 95
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I used the contact me here, I didn't respond to emails.  The first time was over a week ago, the second time a few days ago.  I can't find the original email to see if it had a time frame, that's why I emailed them.

Date Posted: 6/17/2012 9:40 AM ET
Member Since: 10/23/2005
Posts: 7,719
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When your IC was disabled, did they give you a time frame for you to contact them to have it reviewed? I am just curious. Maybe it is too early to ask for a review?

Date Posted: 6/18/2012 5:36 AM ET
Member Since: 8/26/2006
Posts: 9,333
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I can't find the original email

If it was sent to you within the past 30 days, then it would still be in your Club Communications folder.  To find your folder, to to your main My Account page and look in the horizontal yellow bar near the top of the page.

If it was sent previous to that, depending on the e-mail program you are using, you may be able to search your e-mail for a key word.  You could try "instant credit disabled".

Date Posted: 6/25/2012 12:26 PM ET
Member Since: 7/19/2006
Posts: 95
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It was more than 30 days ago and I must have deleted the email, I tried searching for it.