Woman gets refund after two years

Editor’s Note: Following is a continuation of the story of Pauline Cameron (last name changed), who struggled to get a refund for $2,598 worth of faulty audio mixing equipment she had purchased.

When we adjourned last week, Pauline Cameron was in Camden waiting for a $2,598 refund from AudioTechnix of Burbank, Calif., from whom she had ordered an audio mixing console that had proved defective and, according to a repair shop, of extremely poor manufacture.

Assured a “money back, no questions” guarantee, Pauline returned the merchandise, but after a month had received no refund. Here began a saga of two years running during which Pauline learned that protections under law aren’t worth a hill of beans unless they are enforced.

When no check arrived, Pauline called the company and got a runaround. AudioTechnix claimed the check had been mailed and wondered why she hadn’t received it. But in a follow-up call another representative told her they never received the equipment. Being a mathematician, Pauline easily added two and two. Either the company had sloppy practices, or someone was lying. She decided to get helping agencies into the act and, to be safe, sent AudioTechnix a return receipt request letter demanding a refund.

Pauline first called the Los Angeles Area Chamber of Commerce who referred her to the Burbank Chamber. Though people there were gracious, Burbank said they referred complaints to the Better Business Bureau.

When after several calls she reached the bureau, they claimed no record of complaints about AudioTechnix, and since the company was not a Better Business Bureau member, they lacked leverage. They suggested Pauline contact the California attorney general.

In calling the attorney general, Pauline encountered a recording advising her to leave her name and number for a call back. Three weeks and several calls later, Pauline’s caller ID showed no California calls, so she wrote a detailed letter, enclosing documentation. Several weeks later she received an apologetic letter saying the volume of complaints received made it impossible for that office to actively pursue each. They would write AudioTechnix asking that the company resolve the matter but could go no further.

More weeks passed, so Pauline contacted the Federal Trade Commission. Again, after unsuccessful attempts by phone, she wrote the FTC a letter. Their response was similar to the California attorney general’s letter and suggested she contact the Better Business Bureau or an attorney.

Pauline did so, but the attorney said litigation could cost more than what she might recover. He agreed to send AudioTec hnix a “letter of demand,” trying to shake her refund loose. More weeks passed.

Not a quitter by nature, Pauline was about to give up when a friend asked, “Have you tried COMBAT?” Pauline had never heard of us. When she called, we advised that for us to work actively on her behalf, she would have to become a member. “I’m out $2,598, not to mention my phone bill and time,” she said. “Twenty-five dollars sounds like a good investment.”

COMBAT immediately went into action, reminding AudioTechnix of state and federal laws as well as penalties for noncompliance. We told the company that if a refund was not received within 14 days, we would put our weight behind Pauline, contact multiple agencies on her behalf, and encourage her to consider legal options.

Two weeks later, an ecstatic Pauline called. “Wow! After chasing this for two years with no luck, I just received a $2,598 check from AudioTechnix and I’m going out to buy a mixer at a local store. What do you guys have that no one else does?”

Tenacity, Pauline, and an organization that puts its collective heft behind consumers who, as individuals, no matter how skilled and persistent, are often ignored.

For us, no case is too small. It’s the principle that matters. No one pushes Maine folks around. Go forth and make sweet music, Pauline.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. Individual membership $25, business rates start at $125 (0-10 employees). For help and information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor 04402-1329.