Action: Phone call ends billing confusion

I have been doing business with Reader's Digest for years and have enjoyed its products. I keep records of my purchases and since 1993 have purchased over 150 books and cassettes. I never had a problem until recently. It continues to bill me for an item I returned to it.

I had repeatedly asked it to discontinue sending me the series of children's books, but the books didn't stop coming. I received one after I canceled but went ahead and paid for it. The next one that came I returned, but Reader's Digest continues to bill me for it. I have written several times but can't get this straightened out. Any help that you can give me will be highly appreciated. Otho Hays

Response: It appears you were able to straighten this out yourself with a phone call to Reader's Digest. (Readers who do business with Reader's Digest, make note of its toll-free customer service number, 1-800-431-1246.) We have not yet heard back from the company but suspect it hasn't had time to do so; it has always been quick to respond to complaints we have forwarded to it.

Buyer beware

I bought a washing machine for $40 from a thrift store. I used the machine twice, and the third time it stopped working. I went back to the thrift store and was told "that is tough. We are not a repair shop; we are a charity and you bought it as is and there are no refunds or exchanges." I am disabled and can't work. I need a washer. I can't afford to throw money away; this has really upset me. Viola Garrod

Response: Unfortunately, sales from thrift stores are generally as is and final. In other words, you take a gamble that an item will work well in exchange for a greatly reduced price. Unless you have a written guarantee, there is nothing we can do.

Unless you're mechanically inclined or can afford to lose the money, you're often better off spending a bit more and getting a guarantee. Perhaps you can find someone who would be willing to take a look at your machine at no cost and tell you whether it is worth repairing.

Reread your contract

In the fall of 2000, my wife and I purchased a new computer. The deal was that we would save a predetermined amount of money if we would sign up with MSN as our internet service provider, which we did. After about six months, we began to have problems connecting. We contacted the company many times and after many months of frustration, canceled its service and went with another provider. We have not had a single problem since.

In January, we received a letter informing us that our account with MSN had been turned over to a collection agency. I called MSN and learned that we owe it $338.03. I couldn't get an answer as to how this amount was determined, although I did get it reduced to $275. What can you do, if anything, to assist us in settling this issue? Wayne Brozovich and Celeste Fletcher

Response: You did not send us a copy of your contract with MSN, but we suspect it contains a clause stating that if you break the contract, you will be charged a penalty. Many computers are sold with offers of large rebates for signing up with specific internet service providers, often for periods of up to three years. We suggest you reread the cancellation terms.

It can be a tossup when buying a computer: Pay more and choose your own internet service provider, or get an often sizable rebate for signing a contract with a specific one.

Recent recalls

The following products, distributed nationwide and in Florida, were recalled between March 22 and 28:

1.7-million portable basketball hoops by Lifetime Products Inc. and 16,000 portable basketball hoops by Escalade sports; a sharp protuding bolt can cause serious lacerations. Call Lifetime Products toll-free at 1-800-225-3865 between 10 a.m. and 7 p.m. weekdays; Web site: www.lifetime.com. Call Escalade Sports toll-free at 1-800-467-1397 between 10 a.m. and 7 p.m. weekdays; Web site: www.escaladesports.com.

12-ounce packages of Freida's Kitchen Chocolate Chip Cookies, lot 52602, by Born Free Foods Inc.; cookies may contain undeclared peanuts. Return to place of purchase for refund. Call (631) 234-5200.

Certain model motorcycle helmet beanies by NEXL; failure to comply with safety standards. Call toll-free 1-888-367-6395; Web site: www.nexlsports.com.

Certain model Martinelli infant car seats by Peg Perego; infant may not be properly restrained in crash. Call toll-free 1-877-737-3468.

Certain SnugRide infant car seats by Graco Children's Products; may have missing components on base or seat allowing carrier to detach in event of crash. Call toll-free 1-800-664-5246.

Sources: SafetyAlerts at www.safetyalerts.com; Consumer Product Safety Commission at www.cpsc.gov, toll-free 1-800-638-2772; Food and Drug Administration at www.fda.gov.; government food safety information at www.foodsafety.gov.

- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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