Watchdog

IOMEGA NOT ZIPPY ENOUGH

ed specifically to protect your interests as a consumer. Over the page, we check out the latest PC prices on the high street and direct from manufacturers in Pricewatch. Supplying goods mail order can be a risky business, as Iomega has found to its cost. The Zip drive giant decided to try and boost its sales by offering US customers a freebie when they bought any of its Zip, Jaz or Ditto storage devices, but it was overwhelmed by the response.

When people tried to claim their gifts, ranging from software bundles to free T-shirts or $50 rebates, they found that Iomega took an inordinate length of time to get the goods to them. Then, although there wasn't a closing date for these offers, Iomega suddenly withdrew them although there were still a goodly number of the special packs in stores.

Accordingly, the Federal Trade Commission stepped in. Following an investigation, it prosecuted Iomega for a string of mail order violations: not responding to customers within a reasonable time; creating a legitimate expectation that the free gifts would be available; not adequately staffing telephone lines or processing requests, and a number of unfair or deceptive acts arising out of everything else.

Following a consent decree in front of the Utah District Court, Iomega is out of pocket to the tune of $900,000, the biggest fine ever imposed for mail order irregularities. What's more, the company has been instructed to make sure it complies with the rules in future - in particular rebates should be sent out within 30 days - and to make sure it employs sufficient staff to run its schemes properly.

GIANT BATTLE RAGES OVER MICE

Software giant Microsoft has always had a finger in the peripherals pie, and its mice have built up a reputation for reliability and good design. But Goldtouch Technology reckons it knows exactly where some of that good design comes from - right out of its own development labs.

The company says that it spent considerable time researching the 'optimal spatial relationships of mouse keys with respect to substantially negative longitudinal and transverse slopes of the Goldtouch Mouse top surface' - we think that means the Goldtouch Mouse is more ergonomic. A patent application for the RSI-reducing mouse was filed in 1995, and Goldtouch alleges that it showed its product to Microsoft in some detail in September 1997.

When the IntelliMouse Pro was launched last year, Goldtouch reckoned it looked very like its own product, only with rubber side inserts - which had been discussed at that 1997 meeting. Accordingly, the sprat is suing the mackerel for substantial damages. The legal complaint alleges impressively that 'Microsoft has sought to add Goldtouch's purloined intellectual property to Microsoft's already impressive hoard of ill-gotten gains' - we look forward with interest to further developments.

CASE FILE

Several readers have written to us, concerned about the lack of progress with orders they have placed with ASK Computers, a small firm from Leicester.

Some have had no response to their phone calls and letters despite repeated attempts to contact the company, while others' cheques have been cashed.

Unfortunately, ASK is now in liquidation; it ran into difficulties following a recent surge of orders, and at one stage was quoting a minimum delivery time of six weeks for orders.

While we're not aware of any irregularity in ASK's affairs, the case does point up some potential pitfalls in buying mail order. Although you have to be very unlucky to deal with a charlatan - there are easier frauds than setting up a mail order business and disappearing with the cash - even respectable businesses can get into trouble.

If you can, you should protect yourself by paying for your purchase using a credit card - the Consumer Credit Act makes the card issuer jointly liable for the goods, so if the worst happens you will get your money back.

If you pay by cheque, debit or charge card or even by cash, you are unlikely to see your money again: in the event of problems, other creditors will be in front of you in the queue for repayment. Here, the best advice is to ask if the firm will keep your money in a separate client account - unlikely - or to get the serial number of your machine. If you can prove that you have paid for specific goods, you may be able to claim them.

A half-built computer is better than none at all.

Liquidators Cork Gully can be contacted on 0116 285 3274. If you have ordered from ASK and paid by credit card, contact your credit card company.

WRITE TO WATCHDOG

If you have a case for us to solve or a story that needs investigating write to: Watchdog, What PC? Editorial, VNU Business Publications, 32-34 Broadwick Street, London W1A 2HG or e-mail us on watchdog@whatpc.vnu.co.uk.

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