Where do you draw the line for replacements?

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Where do you draw the line for replacements?

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1GilbertSWE
Feb 3, 2017, 2:51 pm

So I just received a replacement parcel for my first new year sale order. The original order contained seven books out of wich five arrived with varying degrees of damage. Naturally, I contacted folio with detailed damage descriptions and pictures. Per usual they agreed to replace the books no questions asked. Now having received the replacement I found that in this order three out of five books were in as bad or worse condition as the ones they were meant to replace. Quite reluctantly in fear of being accused of either being too picky or trying to take advantage of the folio guaranty for profit, I went about the customer service roundabout once more. Once again they agreed to replace the order but it was obvious they did not realy read my message and/or are beginning to grow tired of my complaints (or maybe I am just over analysing per usual). So having ordered (counting replacements) a total of seven orders and three of them having had some kind of damage I begin to suspect that I might have a very low threshold for what I regard as a replacement worthy order. So to the question is: How severe damages can you endure without contacting folio?

(I am aware of the damaged order thread but I think this is different enough for a new thread)

2AnnieMod
Feb 3, 2017, 3:00 pm

When you say damaged, how damaged is it? Torn pages? Turned corners? Something worse?

It usually comes down to what you can live with. My personal rule is that if a book will get in a certain state after a reading (no matter how carefully I read, books are for reading, not for gazing at them), I won't ask for a return. But that is up to you to decide where to draw the line.

A split spine or a torn page or a corner that is severely crushed or a damaged spine will send me to ask for one. Something smaller than that? I can live with it usually.

3EclecticIndulgence
Feb 3, 2017, 3:12 pm

This message has been deleted by its author.

4chrisrsprague
Feb 3, 2017, 3:15 pm

>2 AnnieMod: This is my threshold, too. If it arrives more damaged than it will be after a first reading, I ask for a replacement. If the damage is only to the slipcase I let it go, unless the slipcase is really bad. I've given FS the option to replace just the slipcase before, but they've always just sent me an entirely new volume. Luckily, after a bad spell a few months ago, I have no recent issues with damage.

5katielouise
Feb 3, 2017, 3:29 pm

I don't need replacements for bumped corners or damaged slipcases on regular books but I would ask for replacements for those on LEs. More than bumped corners or slipcase damage... it depends on the level of damage. But I would probably not be happy with bunches of bent pages, for instance.

6elladan0891
Feb 3, 2017, 3:48 pm

We're all different. For example, if I got an oil blob on the spine like Eclectic, I would ask for a replacement. If I got simply a bumped slipcase corner - absolutely not.

>1 GilbertSWE: post some pictures here, and we'll judge your level of pickiness ;) And you'll probably hear different opinions anyway

7GilbertSWE
Edited: Feb 3, 2017, 4:28 pm

In my case the damage was limited to the slipcase. Mostly bumps, damaged corners and crush damage (the slipcase bent inward toward the book). The last one is not so much a visual thing as a alarming thing in term of the future condition of the book. A crushed slipcase is harder to slide the book into and rubs against the boards of the book a lot. As some rubbing off onto the white slipcases inside was visible already I predicted the book would become worn at an increased rate.

>3 EclecticIndulgence: I Agree but I am not as confident in it as you seem to be. I worry a lot of being inconvenient and costing folio unecesary amounts of money as well as being suspected of just trying to get free books. I gues it is just the famous Swedish "don't make a fuss" mentality filling me with anxiety at the thought of complaining.

Edit: some spelling and autocorrect mistakes.

8GilbertSWE
Feb 3, 2017, 4:04 pm

>6 elladan0891: I will propobly post some pictures in the morning. Right now I'm of to await the sweet arival of the sandman with reading the Bloody Chamber and other stories

9kcshankd
Feb 3, 2017, 11:39 pm

>7 GilbertSWE:

I'll just echo the previous posters that it is up to you to determine what you are comfortable with. I've received dinged/bumped/dented/spotted slipcases, and bent book corners, without complaint. I'm more of a reader than a collector, and superficial issues don't really bother me.

I did request a replacement shipment last year when an order didn't arrive after 8 weeks. Naturally, the original lost shipment arrived the day after I received the replacement one.

10GilbertSWE
Feb 4, 2017, 4:23 pm

Thank you for the responces. I have setled on not posting pictures after all. The replacement is on its way and descusing wether or not I have acted correctly in regard to the damage at hand will do nothing but to cause me anxiety. I will however take your different opinions and reasons for them in regard the next time (god forbid) I am faced with a less than perfect order.

11SingingSands
Edited: Feb 4, 2017, 5:01 pm

I always take the viewpoint - Would I buy it in a shop in that condition?

If I'd put it back on the shelf, even if it's the last one in the shop and might take me some effort to track down elsewhere, then I'd contact the FS and ask for a replacement. Such damage would be visible scratches and knocks to the spine of the book, or more serious damage (tears and splits) to the slipcase.

Over the 80 books that I have, I've asked for four replacements, with the damaged version always going to the local Oxfam.

ETA: Better English

12Pellias
Mar 12, 2017, 9:25 pm

A term i like, and will put to use in the everlasting future of my existence, that works on everything really: `Don`t buy anything you have to apologize for later`

I have some i will have to apologize for someday, if or when i`m about to sell the editions i don`t want, or don`t need (and the price will reflect just that)

Bumped slipcases is the worst, and a couple of twisted weird spines that still could be listed as `in fine condition` on two of my ancient empires books, luckily it`s very rare .. use two fingers and touch on the spine - it`s twisted allright .. oh yeah, and my `Cicero, on the good life` with a slightly creased spine .. kind of irritating, but not over consuming, funny for it to be irritating, with that title ..

13Lady19thC
Mar 12, 2017, 11:06 pm

I've been a member for decades now, and truthfully, I've been pretty lucky. I have had a few damaged books but it seems nothing in comparison to what some people receive. But it is always so disheartening. We wait so long to get them, they cost a lot, we get excited, and then the let down of receiving a damaged book. It isn't just Folio for me, it happens with books from Amazon. So when I want something that will be pristine, I end up ordering through B&N and pick it up, after checking it over. Can't do that with FS books though! I buy the books new. I expect them to arrive new and pristine. Inside and out. If there is a dint in the slipcover I make the decision as to whether or not I really need that cover. I have tossed away about 50% of my slipcases from FS just to gain the shelf space. But if the book is damaged, I do ask for a replacement. In this day and age we can take photos with our phones and send it directly to people, so there really isn't a need to return damaged products so long as you show pics. Folio has never asked for them, but I have sent pics to them in some cases. Folio has always been gracious about replacing the few in those 2 decades that I have needed them. One was so bad it couldn't even be donated. The others went to a senior home in my town to go into their lending library. Point being, if I get a damaged book from Amazon, I ask for a replacement, whether they want me to return the original or not. If my husband picked up a book for me at B&N or a local bookstore and didn't look it over and I find something wrong with it, I return and replace it. New is new. Dints and bumps are what I expect in a used bookstore and a much lower price, and often I pass them up. I take very good care of my books and while I read them and do a lot of rereading, they still look pretty darn pristine. So I want to receive them that way, as well. I love Folio and know much of the damage is not from them but the postal system and how they handle boxes and the big white bags. I've seen it and it is ugly! But if FS ever decided not to replace books, I probably would stop ordering from them because I just am not willing to take that chance.

14boldface
Mar 12, 2017, 11:50 pm

>13 Lady19thC:

Couldn't agree more with your criteria for replacement. I've had a few faulty books over the years and decades, although hardly any which have been damaged in transit (which is the opposite experience from Amazon). FS has always replaced them, and replaced them without quibble. Some I took back myself to the disMembered Room and chose my own replacements, others I have photographed and emailed a request for replacement. In the latter case, FS has only very rarely asked me to return an imperfect book and I have usually given such away to family, friends or a charity shop, always pointing out the flaws, of course!

15SF-72
Edited: May 11, 2017, 11:30 am

I also think a new book should be in new / undamaged condition without obvious flaws. Apart from the fact that I enjoy a beautiful book and handle mine carefully, if you ever decide to sell a book for whatever reason the value is already a lot lower than it should be for something you bought new.