Re: Damaged books (fwd)

[Erik Olson <erik@thekrib.com>]

I will mail Greg as well... here is Diana's response; cool.  Note
something else in my research was that this guy is NOT a member, and did
not send the extra $5 per book for non-members as requested on the site.  
I will gently include this in my note to hom.

  - Erik

-- 
Erik Olson
erik at thekrib dot com

---------- Forwarded message ----------
Date: Sun, 2 Nov 2003 19:14:17 -0500
From: dwalstad@bellsouth.net
To: Erik Olson <erik@thekrib.com>
Subject: Re: Damaged books (fwd)

Dear Erik,
    I think that your plan is perfect.  This guy rubbed a nerve with me, so
I'm glad you stepped in to smooth things over and offer to handle it.
    I will let you know when I receive the books and in what condition they
are.  I will be very curious to see what he means by "damaged".  If the
books were truly damaged (covers ripped off or soaked in water), I believe
he would have said so in his letter, and I would have been much more
sympathetic.
    In my 10+ years of working the AGA Bookstore, I have never gotten a
letter asking for a refund for damaged books.

Cheers,
Diana
----- Original Message -----
From: "Erik Olson" <erik@thekrib.com>
To: <dwalstad@bellsouth.net>
Sent: Sunday, November 02, 2003 12:41 PM
Subject: Damaged books (fwd)


> Hi Diana,
>
> I forwarded your note to the board, and we pretty much all felt that even
> though the guy was clearly a "taker", we'd be better off without the
> badmouthing that might happen, and we should refund his money (the entire
> order, not some partial) AFTER he sends the books back.  Whether or
> not he wants to re-order is his problem, and this time we make it clear
> that we will not do a refund again, and also that he needs to pay the
> non-member book shipping (which we neglected to enforce the first time
> around).
>
> Sound reasonable?  I will be happy to write him and take care of this.
> Likewise, if you get any more particularly annoying people like that, I'd
> be perfectly OK fielding them.
>
> Curious, do you get a lot of these sorts of things, or is this the only
> request for a refund in a while?
>
>   - Erik
>
> --
> Erik Olson
> erik at thekrib dot com
>
> ---------- Forwarded message ----------
> Date: Wed, 29 Oct 2003 07:17:23 -0500
> From: dwalstad@bellsouth.net
> To: greg semenick <gregandru@hotmail.com>
> Cc: Erik Olson <erik@thekrib.com>
> Subject: Damaged books
>
> Dear Greg,
>     The AGA is not a full-service organization and I am not paid for this.
The AGA doesn't guarantees refunds or mint condition books.  We provided
free shipping for you and sent the books on time.
>     You are welcome to write someone else in the AGA to override my
decision, which is to provide no compensation.  I would suggest that you buy
books from another organization and pay for extra shipping.
>     Sorry.
>
> Diana Walstad
> AGA BookStore
>   ----- Original Message -----
>   From: greg semenick
>   To: dwalstad@bellsouth.net
>   Sent: Monday, October 27, 2003 4:00 PM
>   Subject: book order
>
>
>   Diana,
>   Last week I placed an order for both The Aquarium Plant Handbook and
Tropica Aquarium Plants, and I received both promptly.  The Oriental book is
particularly beautiful.  Unfortunately, both books arrived slightly damaged,
bent or crumpled.  I wanted to return the Tropica book, if possible, for I
didn't think it added anything not already available on their website.
However, I love the Oriental book, and wanted a good copy for my collection.
How would I go about getting and exchange/refund? Many thanks.
>   Sincerely,
>   Greg Semenick
>

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