When Kingfield man felt rooked, advocates acted as knights

As growing numbers of shoppers turn to the Internet, old cautions become more important than ever. “If it sounds too good to be true … it probably is,” “read the fine print,” and “look before you click.”

A case in point is Roger Cameron of Kingfield.

Cameron was cruising eBay, the online auction site, when he discovered a “hand-carved” chess set with a high bid of $75. The listing contained no picture of the merchandise, but the ad read “been in the family for years and appears to be of excellent quality and value.”

Cameron knew that hand-carved wooden sets seldom sold for less than $300, so he figured this was a good deal. He bid $100 and soon received an e-mail that he had “won” the set for $95 and $15 shipping and handling. He made payment arrangements and sent the vendor, Games Etcetera of Albuquerque, N.M., an e-mail requesting prompt shipment.

Five weeks and several “where is my chess set?” e-mails later, the merchandise arrived. Cameron was not a happy shopper. The chess pieces were not hand-carved wood as expected; they were molded plaster, only two inches tall, and Games Etcetera had just left the items in their wooden carrying case. The pieces were badly chipped, with both queens headless.

Cameron immediately e-mailed Games Etcetera his intention to return the set for a refund.

“We accept no responsibility for damage in shipment and you did not pay for insurance,” the New Mexico company responded, “and the ad was a misprint, it should have said ‘hand-painted,’ not ‘hand-carved’.” Apparently Games Etcetera thought this was sufficient response and failed to answer Cameron’s subsequent e-mails.

So Cameron began trying to find someone to help. He wrote eBay and Paypal, the Better Business Bureau, and the Albuquerque Chamber of Commerce. None helped. Cameron had pretty much given up when his employer told him to “try the Bangor Daily News column that COMBAT, the consumer group, writes.”

When Cameron wrote Forum, we offered to give him advice and provide copies of protective laws and a sample letter of demand, but if he wanted us to contact the company and other agencies on his behalf, he would have to become a COMBAT member. “I will happily buy a $25 membership” he responded, “I am so mad that companies think they can get away with this stuff.”

COMBAT contacted Games Etcetera by e-mail (no response), then with a return receipt sent a letter stating “your misrepresentation of the chess set as ‘hand-carved,’ implying wood, and failure to reasonably prepare the merchandise for shipment constitutes irresponsibility and perhaps fraud.” We demanded a $110 refund and an additional $15 for shipping and handling if the company wished the damaged set returned. Soon thereafter, Roger received his refund check.

Checkmate for COMBAT!

“I feel like a jerk,” Cameron wrote, “but I am sure glad you guys are out there. I should have thought this over before I clicked the ‘pay now’ button.”

Yes. A consumer in this case should have e-mailed the vendor requesting what materials the chess pieces were made of and how large they were and then checked the vendor’s record with eBay before entering a bid. This is sound advice for anyone shopping online.

Volunteers needed: COMBAT will soon be moving into a larger space with more room for volunteers so we can help even more Maine people. If you have good problem-solving skills, live close to Bangor, and would like to join COMBAT’s team of volunteer consumer advocates, call 947-3331 (mailbox 3) and leave your name, address and phone number. We will train you in the art of fighting back and helping your neighbors.

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.