With increasing numbers of people shopping online, COMBAT’s reputation seems to have gone international. Phillip Muldern of London had ordered $300 in collectible books from George’s Books, an eBay seller in Wisconsin. After waiting patiently three months for delivery, and after the books did not arrive despite repeated e-mail inquiries, Muldern became anxious. He contacted postal and government authorities in England and the United States, but couldn’t find anyone to help. In fact, most didn’t even respond.

So he then searched Google, finding several commercial sites that offered help to consumers. But they all came with a substantial price tag or only wanted to have consumer complaints for publication but did not offer any assistance. Finally, he found a consumer organization in Bangor, Maine, called COMBAT, but he could not locate COMBAT’s e-mail address. So Muldern e-mailed Bangor City Hall and the city manager provided COMBAT’s e-mail address.

Muldern wrote describing his problem and asked if there was anything we could do to help. At first we were hesitant to become involved because COMBAT usually helps only Maine people and we hadn’t yet started providing assistance online.

But this sounded like a challenge, so we decided to see what we could do. We asked Muldern to send copies of his e-mail messages and documentation of the order, then e-mailed George’s Books requesting the status of Phillip Muldern’s shipment.

George’s Books responded almost immediately, claiming, “I am so sorry, I have been painting my garage and plumb forgot to send the books.” COMBAT wrote back saying, “Do us a favor, put down your paint brush and get to the post office. That will make us all happy.”

Approximately two weeks later, our British friend e-mailed us again. “My goodness, I can’t believe how fast you accomplished this. I am impressed,” he wrote.

COMBAT often advises consumers to stay in contact with merchants and creditors because good communication will resolve problems much faster than avoiding issues. George’s Books’ failure to respond to Mr. Muldern’s repeated e-mails made everyone suspicious and caused undue concerns.

So we recommend that businesspeople follow that same advice, keep in touch with and respond to your customers as quickly as possible. Nothing works like good communication.

And for consumers, make certain to print out e-mail correspondence before it is automatically deleted so you will have a written record of your transactions. If you have dealt with a Web site, keep the URL address in your PC’s “favorite places” file or write it down. Get all the information you can about a business before you place an order, including a street address, contact name and phone number. Check a seller’s record on eBay or similar online auction. Feel free to contact the seller by e-mail before you place an order to see if you feel comfortable with the person.

And while we are on the subject, increasing numbers of Maine consumers are contacting COMBAT for assistance, especially regarding online purchases. The cases are becoming more complex and taking longer to resolve. COMBAT uses local volunteers to help their neighbors, and we have an effective training program.

If you have a few hours a week on your hands, consider becoming a COMBAT mediation and information specialist. If you have good problem solving skills and would like to be on the front lines of active consumerism, give us a call at 947-3331 and leave your name and number.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT (Consumers Of Maine Bringing Action Together), Maine’s membership-funded, nonprofit consumer organization. Individual membership is $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.