From...

October 25, 1999
Web posted at: 11:50 a.m. EDT (1550 GMT)

by Anne Kandra

(IDG) -- It seemed like a pretty good deal: a 350-MHz K6 system with a 10GB hard drive, a 17-inch monitor, and even a year of on-site tech support for less than $850.

Kyle Davis, a minister in Compton, California, read the ad and decided to buy a system from Crossline for his community church. The fact that the company was based in nearby Cerritos was a plus, Davis says, since he could save shipping charges by picking up the system himself.

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He met with a salesman at Crossline's offices on September 23 and was advised that his order would be processed more quickly if he paid in cash. Davis placed the order that same day, agreeing to pay cash up front (ouch!). Davis hasn't heard from Crossline since, and the prospects don't look good.

For a while, he was able to contact the company's voice mail system -- although his calls were never returned. E-mail messages resulted in automated responses at best. He returned to Crossline's office in early October to request a refund and was met with locked doors. A voice on the intercom advised him to make an appointment for the following week, which he did. When Davis returned a few days later for his appointment, he was dismayed to find the office seemingly empty.

Currently, Crossline's phones no longer seem to be connected, e-mail goes unanswered, and even the Web site has disappeared.

"It would be nice for my church to recoup its losses, but realistically, at this point I don't expect to ever receive anything from Crossline. I feel taken advantage of, and I wouldn't want anyone else to go through what we did," Davis says.

Not alone

Unfortunately, many people have had all-too-similar experiences with Crossline. PC World has received dozens of letters from readers complaining about the company, most of them citing merchandise that was paid for and never delivered. The California Better Business Bureau office says at least 53 complaints are pending, and so far there is no record of the firm filing bankruptcy.

What recourse do you have if a company you order from goes AWOL? The hard truth is, not much, especially if the company, like Crossline, disappears without a trace.

The best way to avoid being left high and dry is to carefully research the firm before you purchase. Find out about the company's financial health -- how long has it been in business? How many employees does it have? Try to get references from satisfied customers, and check with the Better Business Bureau office located in the company's city for any reports of consumer dissatisfaction. And of course, always use a credit card when making your purchase.