AT&T Update: The Northwest regional people at AT&T called me late last week. Without going into detail, they assured me that the individuals responsible for what I called “high pressure sales techniques” would no longer be a problem in our area. I fully understand that AT&T must be very careful when talking about employees, ex-employees or subcontractors. Suffice it to say that we — my readers, the Coeur d’Alene Press and your Consumer Guy — have taken on the big boys and prevailed. The Peter Sellers movie, “The Mouse That Roared,” comes to mind.

So far we’ve “roared” and been heard by national Internet companies, satellite TV companies and large international telecommunication companies. We can’t solve ALL the problems but we can give it a shot – but only if we work together. This doesn’t mean we won’t have problems with these same companies in the future. What it does mean is that we CAN be heard and have a good chance at solving new and recurring problems.

Companies large and small are made up of individuals, some competent, some not, some honest, some not. Never judge a company by the isolated acts of individuals. Judge the company by how they respond, once they’re notified of a problem.

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KUDOS to JOHN: John is my paper carrier for The Coeur d’Alene Press. Every day, rain, shine, heat or cold, my paper is delivered to my home. He’s so regular my dogs don’t even bark when he drops off the paper at O dark thirty. John is a professional and I appreciate him. (Occasionally I leave an envelope with a small tip for him. He deserves it.) Many of his fellow carriers are older people, working hard to put a little extra money in the bank to supplement Social Security. It’s not just kids delivering your paper. If you’ve got a good carrier, please show your appreciation, if not cash, at least a short note once in awhile.

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CONSUMER RESPONSIBILITIES: I love being the Consumer Guy and helping people with their problems. On the other hand, consumers need to do a few things:

1. Don’t ever give more than 50 percent down on a project until the work is COMPLETELY finished – regardless of what story (spiel) you get from a contractor. Most of the problems I get from consumers regarding contractors go like this: “He had a family problem and needed the other 50 percent of the money before he finished the job. I gave it to him and now he’s stopped work on my project and won’t return my calls. He seemed like such a nice young man.”

Last week I was able to get a $10,000 job done for two consumers who called me with exactly the above scenario.

I’m not always able to help people in this situation.

2. Always, ALWAYS, ALWAYS have a detailed contract. Not a text, not an email, not a “verbal” contract — I mean a real piece of paper, signed by you and the contractor, detailing the work to be done and the schedule of payments.

3. I AM NOT AN ATTORNEY: A number of consumers have asked me to “represent” them in a dispute. If I were to do that I could rightfully be charged with practicing law without a license. Sometimes you NEED to retain an attorney. I am happy to talk with you about whether of not, in my opinion, you need an attorney. Lawyers need to make a living. It’s not cheap to have an attorney represent you and just because you have an attorney doesn’t mean you will win your case. Going to court does not guarantee you justice; it guarantees you a chance at justice. Another important fact: Just because you win a case at trial doesn’t mean you’re going to be fully satisfied with the outcome. Going to court costs a lot of time, trouble and money.

4. Enable and empower yourself. Occasionally a consumer will call and tell me what their problem is, then describe what would satisfy them and then proceed to ask me to call the company or individual on their behalf. I could do this but other than solve the immediate problem, it doesn’t teach the consumer anything.

Once when I insisted that a consumer take matters into her own hands, she called back in a few minutes in a near state of euphoria in that she had solved her problem herself. She realized that she could protect herself and resolve problems on her own, now and in the future. That made me feel great!

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REMEMBER: I am a “one man band.” I don’t keep records. I don’t do follow-up calls. I can’t. Like many of you I have a “real” job. If you call me it’s your responsibility to get back in touch with me and let me know if your problem wasn’t resolved. Often businesses tell me they will take care of the problem. Often times they drop the ball and don’t. I need YOU to call ME and let me know what happened. Otherwise I can’t help you follow up.

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CLAWBACK CLAUSE: You CAN lose your house to the government. Medicare, Medicaid, Social Security and some state aid programs have a provision to put a lien against and property, including real estate, that a recipient of the government program might have. I will write extensively on this topic in the next Thursday column.

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(P.S. – A few weeks ago a consumer I had helped called up Mike Patrick, the managing editor of The Coeur d’Alene Press, and told him that I was doing great work and that he should double my salary. Mr. Patrick immediately called me and told me about the call. He then doubled my salary — two times nothing is still nothing! Friends, I do the Consumer Guy thing because it gives me great satisfaction to help people.)

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I have many more interesting cases that I’m working on as The CDA Press Consumer Guy. Call me at (208) 699-0506, email me at CDAPress ConsumerGuy@gmail.com or fax me at (866) 362-9266. Also include your full name and a phone number. I am available to speak about consumerism to schools, and local and civic groups.

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Bill Brooks is the CDA Press Consumer Guy and an active Associate Real Estate Associate Broker for Tomlinson-Sotheby’s International Realty in Coeur d’Alene.