Action: Send requests to the correct address

On Feb. 6, I ordered a set of two cassettes of Irish tenor Frank Patterson from Beautiful Music. The cassettes were received. However, on one end of cassette No. 1, the tape flowed over the guide instead of through the guide, causing the tape to become jammed in the player. I wrote to Beautiful Music three times asking for a replacement. I have the defective tape in case there is any doubt.

The company has ignored my requests even though my letters were sent to the same address as the check and original order. Your assistance would be appreciated. B. McGee

Response: Thanks for letting us know that you received your replacement tape. We do not know whether this played any part in your not receiving a response from the company, but the customer service department has a different street address than the address to which orders are sent. We don't know whether you were sent that address when you originally received your tapes, but, in our experience, mail often seems to vanish when it is sent to the "order" address, particularly when fulfillment houses are involved.

Order on its way

I am writing to see if you can help me get my order from Marlboro Miles Gear from Philip Morris. I sent in my order for a man's leather jacket, two Granite Ridge money clips and two Silver Moon by Zippo lighters on July 5, 2000. I sent the required 4,000 miles and a check for $15 for shipping and handling. So far the only answers I get when I call are that it has been sent or will be sent in a couple of days. I began calling in October and have called every month since. I hope you can help me, as I'm at my wits' end. Catherine Schiavone

Response: Tara Buie, supervisor of customer correspondence for Philip Morris in New York City, said your order was shipped by U.S. Postal Service bulk mail on July 14. There is no record that it was ever returned as undeliverable.

When you made the customer service department aware that you had not received your order, it arrangement for a reshipment. Due to a processing error, Buie said, the order was not reshipped. She said Philip Morris regrets any inconvenience this caused you and the length of time it has taken to resolve this. She said she has arranged for the immediate shipment of your order by FedEx. In addition, you are being sent a coupon for a free carton of your favorite Marlboro brand.

Recent recalls

The following products, distributed nationwide and in Florida, were recalled between Aug. 17 and 23:

About 7,000 children's cargo pants in newborn and infant sizes by Kids 'R' Us and Babies 'R' Us. The toggle on the pockets of the pants can break off, posing a choking hazard. The recalled pants are navy, khaki or stone with an elastic waistband and an elastic draw-cord and a label on the rear inside seam that reads "Koala Baby" or "Little Legends." Remove and discard the two toggles on the leg pockets. Call toll-free 1-888-243-6337 between 9 a.m. and 5 p.m. weekdays.

1,400 suspension forks on FX and RX model recumbent bicycles by BikeE Corp. The link pins in the forks can fall out, causing the rider to lose control of the bicycle. The recalled forks were used on the front suspension of the BikeE FX models and on the full suspension of the RX models. The 2000 and 2001 model year bicycles can be identified by a serial number below the crank bottom bracket on the frame. Call toll-free 1-800-231-3136 between 11 a.m. and 8 p.m. weekdays. Web site: www.bikee.com/recall.

Some Bauer Butterkase semisoft cheese by Swissrose International. "Egg white lysozyme" was not specified in the food ingredient list. The product was sold in random weight chunks between 7 and 9 ounces in deli cases at retail stores. Only packages whose label does not state "egg white lysozymes" on the ingredient list are affected. Return to place of purchase for refund. Call toll-free 1-800-257-5594.

Gardenburger Chik'n Grill fillets by Gardenburger. Sulfites not included on label. Affected are 10ounce packages (UPC #84059-00064) containing four 2.5-ounce servings. Return product to store where purchased for a refund. Call toll-free 1-800-459-7079. Web site: www.gardenburger.com.

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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