From...

December 31, 1998
Web posted at: 9:40 AM EST

by Roberta Furger

(IDG) -- There are two types of people in this world: those who make New Year's resolutions and those who don't. I'm of the former persuasion. Year after year, I dutifully make a list of things I'm going to do differently--better, smarter, or more efficiently. But like most people, despite having the best of intentions, I've never quite managed to follow through on all of my New Year's plans.

This year, though, I'm preparing a different type of list--one that has nothing to do with exercising more often, eating more wholesome meals, or starting projects a reasonable length of time before their due dates. This year my list is devoted to items that will make me a smarter, more discerning PC consumer. Taken individually, none of them is nearly as taxing as working out daily on a treadmill or laying off junk food in favor of fresh vegetable medleys. But each resolution will go a long way toward making the many hours I spend at the computer more productive, more enjoyable, and even more healthful.

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Here's my list for 1999:

Shop only at consumer-friendly web sites

I like the convenience of shopping online, and I love not having to pay sales tax on goods I purchase over the Internet. But this year I won't do business with Web merchants who fail to put their customers first, no matter how tantalizing their prices. Online merchants must offer the following before I'll buy: a secure server displaying the trusty padlock symbol, an easy-to-locate privacy policy that affirms the site's commitment to keeping customers' personal information private, a hassle-free return policy, and the company's telephone number (preferably toll-free) and physical address. Thanks to the Better Business Bureau's certification of Web merchants, I can easily identify businesses that have passed the BBB's review and have agreed to binding arbitration when necessary to settle disputes with unhappy customers.

Read product warranties carefully before making purchases

Hardware warranties aren't what I would call compelling reading material. But hidden in the sea of disclaimers and other fine print are critical details about my rights and available recourse in the event that a dreaded hardware failure occurs. Most PC companies make their warranties available online to would-be customers. Similarly, retail stores are required by law to make copies of their products' warranties available to shoppers. To receive one, all you should have to do is ask. A word of caution, though: Stores don't always keep their warranty information up to date, so make sure the product name and model number on the warranty you're looking at match those of the item you're considering purchasing. And if a company fails to follow through on its warranty claims, or if it neglects to mention a critical policy in its warranty, send complaints to your state attorney general's office and the Federal Trade Commission. Lately, these law enforcement groups have taken a keen interest in computer companies' policies and practices.

Follow up on rebates and free offers

Almost every hardware or software product I purchased this past year included some free offer or another. My 56-kbps modem and computer speakers came with mail-in rebates; my new card- and calendar-making software threw in a bonus CD-ROM of clip art as my reward just for registering. Although I wouldn't recommend buying a product exclusively on the basis of its accompanying freebies, I'm certainly not averse to snapping up the rebates and free gifts that come with products I would have purchased anyway. The trouble is, I tend to follow up on these offers very infrequently. But from here on out, I firmly resolve to mend my ways: I'll fill out rebate forms, send in receipts, and make sure to cash in on special offers. And because I know that these promotions rarely go smoothly (see "Rebate or Rip-Off?" October 1998), I will make copies of everything I submit--in case I need to follow up with a company or salesperson at a later date.

Guard my privacy more closely

These days just about every Web site that has something interesting or useful to offer demands that I divulge important details about myself before it will grant me access to its services. Sharing is fine, provided you know what the site intends to do with the information. Will the site use it to customize its services to fit my needs, or will it sell what I reveal to the first direct marketing firm that comes along? An explicit (and detailed) privacy statement goes a long way toward answering these questions. And if I see the Trust-e logo displayed on a site, I know that the company has agreed to the privacy standards established by Trust-e, a nonprofit organization formed to monitor the privacy practices of Web merchants (and, in turn, to boost online commerce).

Track down junk e-mailers

In 1999, to reduce the flow of spam at its source, I intend to do something with junk e-mail before I toss it: I'll forward one copy to my Internet service provider and one to the FTC; then I'll complain to the sender's ISP with the help of an online tutorial called How to Complain to the Spammer's Provider . This step-by-step guide explains how to decipher e-mail headers to determine the spam's source and offers a sample complaint letter to an ISP.

Take regular typing breaks

Several years ago I suffered from debilitating pain in my arms and hands due to the repetitive nature of work at the keyboard. After hours of physical therapy, chiropractic treatments, and other experimental procedures, I've been working pain-free for some time--so long, in fact, that I often forget to take brief, regular breaks from computer work. But in 1999, instead of typing for hours on end, I'll stop every half hour to open some mail, return a call, or walk around the block. For information about keyboard-related repetitive strain injuries, visit the Typing Injury FAQ, the most comprehensive online resource on the subject.

Voice my complaints and praises to PC vendors

Most businesses pay close attention to consumer feedback. Even so, the task of sending companies letters of kudos or complaint always sinks to the bottom of my to-do list. But e-mail makes it more convenient than ever to let vendors know what you think of their products and services. So now, instead of just ranting to a friend about the lousy technical support I received, I'll fire off an e-mail to the offending business. And when my rebate check arrives two weeks early (I can always dream, can't I?), I'll take time to congratulate the company, too.

Have you made any PC-related New Year's resolutions? Tell Consumer Watch about them by e-mailing us at consumerwatch@pcworld.com. Roberta Furger is a contributing editor for PC World and the author of Does Jane Compute? Preserving Our Daughters' Place in the Cyber Revolution (Warner Books, 1998).